Version 1.0 · effective from the date of publication.
1. How to complain
Write to [email protected] or to the registered office, Graha Merdeka, Jalan Merdeka, Sumerta Kelod, Denpasar Timur, Denpasar, Bali 80239, Indonesia, with the order reference, what happened and what you expect us to do. Complaints can be made in English, Indonesian or Russian. There is no fee for making a complaint.
2. What happens next
- Acknowledgement within two business days with the name of the person handling your case and a reference.
- Investigation. We review the order, the bank messages and the communication with you; we may ask you for documents.
- Final answer within fifteen business days, in writing, with the facts we established, the evidence we relied on, our decision and, where we were at fault, the remedy. If we need more time in an exceptional case, we tell you why and when to expect the answer.
- Escalation. If you disagree, you can ask for a review by the compliance officer, who was not involved in the first answer. Where the law provides an external dispute scheme for the matter, we name it in the final answer.
3. Returned payments
If a beneficiary bank returns a payment, we tell you the reason the bank gave and, on your instruction, either resend the payment with corrected details or refund the funds to the account they came from, in the amount received back minus the bank's return charge, within three business days of receiving the funds. If the return was caused by our error, we also refund our agent fee and bear the bank's return charge.
4. Cancellation before execution
You can cancel an order at any time before the transfer is sent. Funds already received are returned to the account they came from, minus bank costs we have actually incurred. Once the transfer has been sent, cancellation is no longer possible; we can ask the beneficiary bank for a recall, but a recall depends on the beneficiary's consent and is not guaranteed.
5. Our mistakes
If we execute an order incorrectly (wrong amount, wrong beneficiary, delay caused by us), we correct the payment at our cost, refund the agent fee for that order and reimburse the bank costs that resulted from our error. We do not reimburse indirect losses, as set out in the terms of service.
6. Mistakes in your instruction
A payment executed in accordance with the details you confirmed is correctly executed. If the details were wrong, we help you request a recall or a return from the beneficiary bank at the bank's own charges; the outcome depends on the beneficiary.
7. Suspected fraud or unauthorised instructions
Tell us immediately at [email protected] or on Telegram @arkipopay. We block the affected account and orders while we investigate. Never act on payment details received by message that do not match the details in your order confirmation.
8. Refund timing and currency
Refunds go to the account the funds came from, in the currency received, within three business days of the event that triggers them, unless a bank's processing takes longer. Where a licensed partner funded the order, the refund goes to that partner under your contract with it.
9. Records
We keep the complaint file, our answer and the related order records for at least five years, as our record-keeping rules require.