01 Policy scope
This policy applies to payments for bipnetjogja internet services, including subscription and installation fees shown on official invoices. Service credits, invoice corrections, cancellations and cash refunds are distinguished to make the resolution clear.
Compensation for an outage or maintenance requires review and approval. Approved credit may be applied to eligible invoices; it does not automatically become a cash payment.
02 Cancelling installation or a subscription
Request cancellation as soon as possible through the official contact channel. Before installation takes place, the administrator reviews work, equipment and costs that have actually been incurred and agreed. If no costs are payable by the customer, unused payments may be submitted for a refund.
Cancellation after the service has started and refunds for unused periods are reviewed under the service agreement, effective termination date and valid costs. The administrator explains the calculation for confirmation; cancellation does not automatically remove charges for services already used or valid previous invoices.
03 Eligible circumstances
- More than one payment for the same obligation.
- An incorrect billed or paid amount, including a verified overpayment.
- Installation or service not delivered as agreed, with the issue still unresolved.
- Cancellation before installation, or a remaining period eligible under the refund agreement.
Transaction errors through payment channels are traced using the relevant provider’s records. The applicant must be verifiable as the customer or payer entitled to request the refund.
04 Items not refunded automatically
Services already used and installation, materials or work actually completed and previously approved may be deducted in the calculation. The administrator must explain the basis and details.
This provision is not used to reject all refunds, remove responsibility for non-conforming services or reduce customers’ rights protected by law. Disputed cases may still be submitted for review.
05 How to apply
- Contact bipnetjogja’s official contact and explain that you are requesting a cancellation or refund.
- Include your CID, invoice number, payment date and amount, reason and transaction evidence. Conceal bank account information that is not needed.
- The administrator checks completeness, the original transaction and service status; additional information is requested through the official contact channel if required.
- Receive the review outcome with the amount calculation, reasons for approval or rejection, method and estimated completion. Confirm the recipient’s details before processing.
Do not send PINs, OTPs, passwords, security codes or full card details. bipnetjogja does not need these details for a request.
06 Review and refund timelines
Request review
Requests are reviewed within a maximum of 5 business days after all required evidence and information have been received.
Refund after approval
Funds are refunded within a maximum of 14 business days after the request is approved and the entitled recipient’s details have been verified.
If evidence is incomplete, the administrator requests the missing information before the review period starts. Customers are informed of payment-provider tracing and refund processing status. Customers may request progress updates through the same contact channel.
07 Refund methods
Refunds are preferably returned to the verified original payment source. If that channel does not support refunds, another method is used only after a bank account or account held by the same payer has been verified and approved.
The administrator does not request payment to a staff member’s personal bank account to start a refund process. Funds are not redirected to a party whose entitlement cannot be verified.
08 Administration fees
bipnetjogja charges no administration fee for submitting or processing a refund request.
Any service or installation items included in the calculation are explained separately under the cancellation section. Deductions are not applied without notice or imposed retroactively; customers’ statutory rights remain in effect.
09 Contact and follow-up
Requests are handled by bipnetjogja through the following official contact :
- Email: info@bipnet.co.id
- Phone/WhatsApp: 085643231122
Keep the invoice number and request correspondence. If the review outcome is not agreed, customers may request reconsideration and use resolution mechanisms available under law. See also the Terms & Conditions and FAQ.