Return & Refund Policy

Last Updated: 12 May 2026

This Return & Refund Policy explains the cancellation, return, and refund rules for products and services offered by PT Simplify Consulting Indonesia and its affiliated entities, collectively referred to as “Simplify”, “we”, “our”, or “us”.

This policy applies to purchases, subscriptions, proof-of-concepts, software access, consulting services, implementation services, and other paid services made through Simplify, unless a separate written agreement states otherwise.

1. General Policy

Simplify provides enterprise software, SaaS platforms, AI solutions, consulting services, implementation services, and technology advisory services. Due to the nature of digital products, professional services, and customized enterprise solutions, payments are generally non-refundable once service access, work, delivery, or implementation has started.

However, refund requests may be reviewed on a case-by-case basis in accordance with this policy.

2. Subscription-Based Products

For subscription-based products or SaaS services:

• Customers may cancel future renewals by notifying Simplify before the next billing cycle.
• Cancellation will stop future billing but does not automatically create a refund for the current active billing period.
• Fees already paid for the active subscription period are generally non-refundable.
• Access may continue until the end of the paid subscription period unless otherwise agreed.

3. Professional Services and Consulting

For consulting, implementation, customization, configuration, training, proof-of-concept, or project-based services:

• Fees paid for work already started or completed are non-refundable.
• If a customer cancels before work begins, Simplify may review the request and refund any unused amount after deducting administrative, planning, resource allocation, third-party, or mobilization costs.
• If cancellation occurs after resources have been assigned or work has commenced, Simplify may charge for work completed, time spent, costs incurred, and committed resources.

4. Proof-of-Concepts and Pilot Projects

For paid proof-of-concepts or pilot projects:

• Payments are generally non-refundable once the POC or pilot has started.
• If Simplify is unable to start the agreed POC due to reasons solely attributable to Simplify, the customer may request a refund or service credit.
• If the POC is delayed due to customer-side dependencies, data, access, approvals, or environment readiness, the payment will remain valid and the parties may mutually agree on a revised timeline.

5. Digital Products and Platform Access

For digital products, AI platforms, software access, licenses, or downloadable materials:

• Refunds are not available once access credentials, licenses, digital access, or product usage has been provided.
• Customers are responsible for reviewing product information, demos, proposals, or commercial terms before making payment.

6. Duplicate or Incorrect Payments

Refunds may be considered in cases of:

• Duplicate payment.
• Incorrect payment amount.
• Payment made to the wrong invoice or virtual account.
• Technical payment error confirmed by Simplify or the payment provider.

Approved refunds for duplicate or incorrect payments will be processed after verification.

7. Refund Review Process

To request a refund, customers must contact Simplify with the following details:

• Customer name or company name.
• Invoice number or payment reference.
• Payment date and amount.
• Reason for refund request.
• Supporting documents, if applicable.

Refund requests should be sent to:

Email: contact@simplifyai.id

Simplify will review the request and may ask for additional information before making a decision.

8. Refund Processing Timeline

If a refund is approved, Simplify will process the refund within a reasonable period after verification. The refund timeline may depend on the bank, payment gateway, virtual account provider, or financial institution involved.

Any bank charges, payment gateway charges, foreign exchange differences, taxes, or administrative costs may be deducted where applicable.

9. Non-Refundable Items

The following are generally non-refundable:

• Completed consulting or implementation services.
• Started or delivered proof-of-concepts.
• Active subscription periods.
• Custom development work.
• Setup, onboarding, configuration, or integration fees.
• Third-party cloud, AI model, API, software, infrastructure, or licensing costs.
• Training sessions already delivered.
• Administrative or mobilization costs already incurred.

10. Service Credits

In some cases, Simplify may offer a service credit instead of a cash refund. Service credits may be used for future services, subscriptions, or product usage, subject to mutual agreement.

11. Changes to This Policy

Simplify may update this Return & Refund Policy from time to time. The latest version will be posted on our website with the updated effective date.

12. Contact Us

For questions regarding this Return & Refund Policy, please contact us:

PT Simplify Consulting Indonesia
Alamanda Tower, 23rd Floor,
Jl. T.B. Simatupang, Jakarta Selatan, Indonesia

Email: contact@simplifyai.id
Phone: +62 877 005 99 555