Refund & Cancellation Policy

1. Overview

At Vantara Digital (“we,” “us,” or “our”), we strive to provide professional digital services and deliver projects in accordance with the agreed scope, specifications, and timeline.

This Refund & Cancellation Policy explains the conditions under which a Client may cancel a project, request a refund, or resolve issues relating to our services.

This policy applies to services provided by Vantara Digital, including website development, digital marketing, branding, graphic design, digital consulting, and other digital services, unless a separate written agreement specifies otherwise.

By purchasing or using our services, you acknowledge that you have read and understood this policy.

2. Project Cancellation

Clients may request cancellation of a project by contacting Vantara Digital through our official communication channels.

All cancellation requests must be submitted in writing and should include the Client’s name, project details, and reason for cancellation.

The effective cancellation date will be confirmed by Vantara Digital in writing.

Cancellation requests will be reviewed based on the current project status, work completed, payments received, third-party costs, and the applicable service agreement.

3. Refund Eligibility

Refund eligibility depends on the stage of the project and the circumstances surrounding the request.

A. Before Work Begins

If a cancellation request is submitted and approved before any project work has commenced, payments may be eligible for a refund, less any applicable non-recoverable costs already incurred, where permitted by law.

B. After Work Has Started

If work has already commenced, any refund will be assessed based on the work completed, resources allocated, expenses incurred, and deliverables already provided.

The portion attributable to work already completed may be non-refundable, subject to the applicable agreement and consumer protection laws.

C. After Project Completion

Once the agreed services have been completed and the deliverables have been provided, refunds will generally not be available solely because the Client changes their mind or no longer wishes to use the deliverables.

This does not affect any refund, remedy, correction, or other right available where the service fails to meet the agreed requirements or applicable law.

D. Additional Services and Third-Party Costs

Fees paid to third parties, including domain registrars, hosting providers, software vendors, advertising platforms, and premium plugin providers, may be non-refundable if those costs cannot be recovered.

Any deductions from a refund will be assessed fairly and communicated to the Client.

4. Non-Refundable Circumstances

Subject to applicable law and the specific terms of the project agreement, refunds will generally not be available in the following circumstances:

• • The Client changes their mind after work has commenced.

• • The Client requests a cancellation after the agreed deliverables have been completed.

• • The Client fails to provide required content, approvals, information, or access credentials, resulting in project delays.

• • The Client requests work outside the agreed scope and subsequently declines to proceed with the additional work.

• • The Client is dissatisfied solely because of subjective preferences that differ from the approved brief or specifications.

• • Third-party fees have already been incurred and cannot be recovered.

These circumstances do not automatically eliminate refund rights where Vantara Digital has failed to meet its contractual obligations or where a refund is required by applicable law.

5. Cancellation by Vantara Digital

Vantara Digital reserves the right to cancel or discontinue a project in circumstances such as:

• • The Client materially breaches the applicable agreement.

• • The Client fails to make required payments after reasonable notice.

• • The Client requests unlawful services or activities.

• • Circumstances beyond our reasonable control prevent us from continuing the project.

Where Vantara Digital cancels a project for reasons attributable to us, we will assess the appropriate resolution based on work completed, payments received, outstanding obligations, and applicable law.

Any refund due will be calculated fairly and communicated to the Client.

If a project must be discontinued because of circumstances beyond our reasonable control, we will discuss available options with the Client, including revised timelines, alternative arrangements, or an appropriate refund where applicable.

6. Service Issues and Revision Requests

If a Client believes that a deliverable does not comply with the agreed project scope or specifications, the Client should notify Vantara Digital in writing and provide reasonable details of the issue.

Where appropriate, we may offer one or more of the following remedies:

• • Correction of the identified issue.

• • Revision of the affected deliverable within the agreed scope.

• • An alternative solution mutually agreed upon by the parties.

• • A partial or full refund where appropriate under the project agreement or applicable law.

We will review the issue and determine an appropriate resolution based on the agreed requirements and the nature of the problem.

Requests for new features, changes in direction, or modifications beyond the original scope may be treated as additional work and quoted separately.

7. Refund Request Procedure

To request a refund, please contact Vantara Digital using the official contact information listed on our Website.

Your request should include:

• • Your full name or business name.

• • The relevant project or order reference.

• • The date of payment.

• • The amount paid.

• • The reason for requesting a refund.

• • Supporting documentation, where applicable.

We may request additional information to verify the transaction and evaluate the request.

We aim to acknowledge refund requests within five (5) business days and provide an update or decision within a reasonable timeframe after receiving the necessary information.

The review period may vary depending on the complexity of the case and any third-party involvement.

8. Refund Processing

Once a refund has been approved, it will generally be issued through the original payment method where reasonably possible.

If the original payment method is unavailable, an alternative method may be agreed upon with the Client.

Refund processing times may vary depending on the payment provider, bank, or financial institution involved.

Vantara Digital is not responsible for delays caused solely by external payment providers, although we will provide reasonable assistance in following up on an approved refund.

Any applicable deductions will be communicated before the refund is finalized.

9. Deposits and Advance Payments

Some projects may require an upfront deposit or advance payment before work begins.

The treatment of deposits will depend on the applicable project agreement, the work performed, costs incurred, and the circumstances of cancellation.

A deposit is not automatically non-refundable in every circumstance. Any amount retained must be consistent with the agreed terms and applicable law.

Where a project is cancelled before work begins, the refund amount, if any, will be assessed based on the circumstances and any legitimate, non-recoverable expenses incurred.

10. Digital Products and Completed Deliverables

For digital products, downloadable materials, licenses, and completed deliverables, refund eligibility may depend on whether the product has been delivered, accessed, activated, or used.

Where a digital product is defective, inaccessible, materially different from its description, or otherwise fails to comply with the applicable agreement, the Client may contact us for an appropriate resolution.

Any restrictions on refunds for digital products will be applied only to the extent permitted by applicable law.

11. Chargebacks and Payment Disputes

If you have a concern regarding a payment, we encourage you to contact Vantara Digital first so that we can investigate and attempt to resolve the matter promptly.

Clients retain any rights available to them through their payment providers and applicable law.

We may provide relevant transaction records, invoices, correspondence, and project documentation when responding to a legitimate payment dispute.

12. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any mandatory consumer rights under the laws and regulations of the Republic of Indonesia.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of the conflict.

13. Changes to This Policy

Vantara Digital may update this Refund & Cancellation Policy from time to time to reflect changes in our services, business practices, or legal obligations.

The latest version will be published on this page with the corresponding revision date.

Changes to an existing project agreement will be subject to the terms of that agreement and applicable law.

14. Contact Us

For cancellation requests, refund inquiries, or questions regarding this policy, please contact us through our official channels:

• • Website: https://vantaradigital.id

• • Email: vantaraprima@gmail.com

Please include your project reference and relevant payment information to help us process your request efficiently.

---

© 2026 Vantara Digital. All rights reserved.