Refund Policy

This policy governs the refund process for WiFi voucher purchases through the HotspotKu platform operated by Semesta Mahakarya Informatika.

WiFi vouchers are digital products that become active immediately upon use. Therefore, refunds are subject to specific conditions different from physical products.

A refund may be requested under the following conditions:

• Payment was successful but the voucher code was not received within 24 hours.

• A double charge occurred for the same order.

• The received voucher cannot be used due to a system error (not user error), and the seller cannot provide a replacement.

• The hotspot service was unavailable for the promised duration due to issues on the seller or platform side.

Refunds are NOT applicable for:

• Vouchers that have already been used (already logged into the hotspot).

• Vouchers whose validity period has expired due to non-use.

• User error when entering the voucher code (typos, wrong router).

• Dissatisfaction with internet speed, as speed is managed by the seller/network provider.

• Change of mind after successful payment and voucher issuance.

To request a refund, follow these steps:

1. Open the order status page using the order number received via email.

2. Click the "File a Complaint" button and describe the issue.

3. Attach proof of payment (screenshot or transaction number) if possible.

4. Alternatively, email rolandhsaputra@gmail.com with subject "Refund — [Order Number]".

Our team will process the request within 1–3 business days of receiving the complaint.

If the refund request is approved:

• Funds will be returned via the same payment method used for the purchase.

• Processing time: 3–14 business days depending on the bank or e-wallet provider.

• Transaction fees (payment gateway fees) may not be refunded, depending on the payment provider's policy.

Unpaid orders can be cancelled at any time. Orders not paid within 24 hours are automatically cancelled by the system.

Paid orders with issued voucher codes cannot be cancelled, but may be eligible for a refund under the conditions in Section 2.

For refund inquiries, contact us at rolandhsaputra@gmail.com or through the complaint form on the order page.