Return and Refund Policy
Last updated 9 November 2026
This page explains when a Polynusa subscription payment is refunded, how to ask for one, and how long it takes. It forms part of our Terms and Conditions. This is a translation of the Indonesian page at /refund, which governs if the two differ.
01The trial takes no payment
A new workspace gets a 3 day trial with no payment at all. If you stop before it ends, nothing was charged, so there is nothing to refund.
02Cancellation and refunds
You can cancel at any time from inside the workspace. Cancellation takes effect at the end of the paid period; the service keeps running until that date and there is no further charge.
If you cancel within 14 days of your first payment, we refund that payment in full. After that, the running period is not refunded pro rata, unless the service could not be used because of our fault.
After cancellation, your data can still be exported for 90 days.
03How to ask for a refund
Write from the workspace owner's email address to contact@etzalgroup.com, or message our official WhatsApp number, naming the workspace and the date of the payment. We answer every request, including the ones we decline, with the reason.
Cancelling the subscription itself needs nobody: the button is inside your workspace.
04Where the money goes back to, and how long it takes
A refund returns to the same method you paid with: a card refund goes back to the same card, and QRIS, virtual account or e-wallet payments go back to the account you paid from. We do not refund to a third party's account.
Once a request is approved we process the refund within 14 working days at the latest. When it actually appears in your account depends on your bank or e-wallet provider.
Refunds are made in Rupiah, for the amount we actually received. For a payment shown in US Dollars, what is returned is the Rupiah amount that was charged, not a reconversion at the rate on the day of the refund.
05What is not refunded
A running period more than 14 days past the first payment is not refunded pro rata, unless the service could not be used because of our fault.
Usage already spent, such as AI action quota that has already run and top-ups bought outside the plan, is not refunded.
We do not accept partial payments. An invoice is paid in full or treated as unpaid, so there is no part payment sitting anywhere to return.
06The service provider
Polynusa is provided by PT Etzal Group International. This policy applies alongside our Terms and Conditions and our Privacy Policy.