Legal
Refund Policy
What is refundable, what is not, and why government fees and third-party charges are treated differently from our own.
Last reviewed: this draft is pending operator review
This policy covers the service fee you pay Bali Relocation Service to coordinate your move. It does not cover government fees, freight charges, rent, deposits, school tuition or insurance premiums, which are paid to third parties and governed by their own terms.
Before work begins
If you cancel before we have started work on your case, your service fee is refunded in full.
Once work has begun
Once coordination has started, refunds are assessed against the work already completed — document review, agent instruction, property shortlisting, school applications, freight bookings and so on. We set out what has been done and what it cost, and refund the balance of your service fee.
What we cannot refund
- Government fees. Visa application fees, permits and duties are paid to Indonesian authorities, not to us. Once lodged, they are not ours to return.
- Third-party charges already incurred. Licensed agent fees, freight deposits, property holding deposits, school application fees and similar costs follow the terms of whoever charged them.
- Costs arising from information that turns out to be inaccurate. Where a case fails because the information or documents supplied to us were incorrect or incomplete, the work already done is still chargeable.
If an application is refused
No agent can guarantee a government decision. Where an application is refused despite correctly prepared documents, we tell you the cause immediately, set out the next legal option, and discuss the fee position for the revised plan. Government fees already paid are not recoverable from us.
How to request a refund
- Send your request in writing, by WhatsApp or email, to the coordinator handling your case.
- We respond with a written statement of the work completed and the refundable balance.
- Approved refunds are returned by the same route the payment arrived, where that is possible.
Our wider commitment
Figures shown across this site are guideline service estimates, not official fees. We confirm an exact quote before you commit, we separate our fee from government and third-party charges in that quotation, and we tell you plainly when something is outside our control.
Talk to us first
Raise It With Your Coordinator
If something has gone wrong with your move, tell the coordinator handling your case before anything else. Most issues are faster to fix than to refund.