The rules that govern how we work together, from project scope and payment to intellectual property and refunds.
01Acceptance of Terms
These Terms and Conditions ("Terms") govern your access to and use of the traviainovasi.id website, as well as all software products, SaaS platforms, custom development, and IT consulting services (collectively, the "Services") provided by PT Travia Inovasi Indonesia ("Travia", "we", "us", or "our").
By accessing the website or engaging our Services, you confirm that you have read, understood, and agreed to be bound by these Terms. If you are entering into these Terms on behalf of an organization or government institution, you represent that you have the authority to bind that entity.
02Scope of Services
The specific scope, deliverables, timelines, fees, and service levels for each engagement are defined in a written proposal, quotation, Statement of Work (SOW), or agreement signed by both parties (the "Service Agreement").
Where a Service Agreement conflicts with these Terms, the Service Agreement prevails for that engagement.
Custom software and application development
Enterprise SaaS platform subscriptions and licensing
IT consulting, system architecture, and digital transformation advisory
Cloud, DevOps, implementation, training, and after-sales support
Digital services for travelers, such as the Arrival Card application service
03Client Responsibilities
Provide accurate, complete, and timely information, data, and access required to deliver the Services.
Appoint a representative authorized to give approvals, feedback, and acceptance sign-off.
Ensure that any data, content, or materials you supply do not infringe third-party rights or applicable laws.
Keep account credentials confidential and notify us immediately of any unauthorized access.
Use the Services only for lawful purposes and in accordance with the applicable Service Agreement.
04Fees & Payment
All fees are stated in Indonesian Rupiah (IDR) unless otherwise agreed and are exclusive of applicable taxes, which will be added in accordance with Indonesian tax regulations.
Project-based engagements are invoiced according to the milestone schedule in the Service Agreement, typically starting with a down payment before work begins.
SaaS subscriptions are billed in advance on a monthly or annual basis.
Invoices are payable within 14 (fourteen) calendar days of the invoice date unless otherwise stated.
We may suspend Services for overdue invoices after giving written notice and a reasonable cure period.
05Intellectual Property
For custom development engagements, full ownership of the source code and deliverables developed specifically for you is transferred to you upon full payment of all fees, unless the Service Agreement states otherwise.
Travia retains ownership of its pre-existing tools, frameworks, libraries, reusable components, and SaaS platforms. Where such components are incorporated into your deliverables, you receive a non-exclusive, perpetual license to use them as part of those deliverables.
SaaS subscriptions grant a non-exclusive, non-transferable right to use the platform during the active subscription term. No ownership of the platform is transferred.
06Confidentiality & Data Protection
Each party agrees to keep the other party's confidential information secret and to use it only for the purpose of performing the Services. This obligation survives termination of the engagement.
We process personal data in accordance with Law No. 27 of 2022 on Personal Data Protection (UU PDP) and other applicable regulations. Where we process personal data on your behalf, we act as a data processor and follow your documented instructions.
07Warranty & Support
We warrant that the Services will be performed with reasonable skill and care in accordance with industry standards. Custom deliverables include a warranty period, as specified in the Service Agreement, during which defects reported against the agreed specifications will be corrected at no additional cost.
The warranty does not cover issues caused by modifications made by parties other than Travia, misuse, third-party services, hosting environments outside our control, or requirements outside the agreed scope.
08Refund Policy
We aim to be fair and transparent in every engagement. Refund eligibility depends on the type of Service purchased and the progress of work at the time a refund is requested.
Custom Development & Consulting Projects
Full refund of the down payment if you cancel in writing before the project kickoff meeting and before any work has started.
Pro-rata refund for unstarted milestones if Travia is unable to continue the project for reasons within our control.
Milestones that have been delivered, accepted, or signed off.
Work in progress on the current milestone at the time of cancellation, which is invoiced based on effort completed.
Discovery, requirements analysis, and UI/UX design work once delivered.
SaaS Subscriptions & Licenses
Full refund within 14 (fourteen) calendar days of the first payment if the platform has not been activated or configured for production use.
Pro-rata refund or service credits if availability falls below the SLA committed in your Service Agreement.
Subscription periods already running after the 14-day window, including partial months or years.
Accounts suspended or terminated due to a breach of these Terms.
Arrival Card (Digital Arrival Card Indonesia)
Our Arrival Card service helps international travelers fill in Indonesia's digital arrival card online and get a QR code to show at immigration. The official arrival card from the Indonesian authorities is free. Any fee you pay us covers only our help with the application.
Full refund if you cancel before your arrival card application is submitted.
Full refund if payment went through but no QR code was generated or delivered because of a technical error on our side that we cannot fix within 24 hours.
Full refund of duplicate charges for the same traveler and trip.
Applications where the QR code has already been generated and delivered.
Mistakes in the details you entered, such as your name, passport number, or flight details. You can resubmit a corrected application, but the original fee is not refunded.
Refused entry, flight changes or cancellations, or decisions made by immigration, customs, or health authorities, which are outside our control.
Refund requests submitted more than 7 calendar days after payment.
Always Non-Refundable
Third-party costs purchased on your behalf, such as domains, cloud hosting, SSL certificates, and third-party software licenses.
Hardware, travel, and accommodation expenses for on-site implementation or training.
Implementation, data migration, and training services that have already been performed.
How to Request a Refund
STEP 01
Submit a Request
Email your refund request with the invoice or order reference number, service name, and reason for the request.
STEP 02
Review
Our team reviews the request against the Service Agreement and responds within 7 business days.
STEP 03
Refund Issued
Approved refunds are returned to your original payment method or registered bank account within 14 business days.
Send refund requests to hello@traviainovasi.id. Project and subscription refunds are issued in IDR, net of any bank transfer fees. Arrival Card refunds are returned to the original payment method.
09Limitation of Liability
To the maximum extent permitted by law, Travia shall not be liable for any indirect, incidental, special, or consequential damages, including loss of profits, revenue, data, or business opportunities, arising from the use of the website or Services.
Our total aggregate liability for any claim relating to an engagement shall not exceed the total fees actually paid by you for that engagement during the 12 (twelve) months preceding the claim.
10Termination
Either party may terminate an engagement by written notice if the other party materially breaches these Terms or the Service Agreement and fails to remedy the breach within 30 (thirty) calendar days of receiving notice.
Upon termination, you remain responsible for fees for work completed and costs incurred up to the effective termination date. Refunds, if any, are handled in accordance with the Refund Policy above.
11Governing Law & Dispute Resolution
These Terms are governed by the laws of the Republic of Indonesia. The parties shall first attempt to resolve any dispute amicably through good-faith negotiation within 30 (thirty) calendar days.
If the dispute cannot be resolved amicably, it shall be submitted to the competent District Court in Jakarta, unless the Service Agreement specifies another forum.
12Changes to These Terms
We may update these Terms from time to time. The revised version takes effect when published on this page, as indicated by the "Last updated" date. Changes do not affect Service Agreements already signed, unless both parties agree in writing.