Moncer Studio

Refund Policy

Last updated:
May 6, 2026

Moncer Studio is committed to providing the best service to every client. This refund policy is structured transparently and differs for each transaction channel — fixed packages via the online store, custom services via manual invoice, and digital products — in accordance with Law No. 8 of 1999 on Consumer Protection and the Indonesian Civil Code (KUHPerdata) applicable in the Republic of Indonesia.

Legal Basis

  • Law No. 8 of 1999, Article 4 paragraph (h) — the consumer’s right to compensation, indemnification, and/or replacement if the service received does not conform to the agreement.
  • Law No. 8 of 1999, Article 7 paragraph (g) — the obligation of the business entity to provide compensation if the service utilized does not conform to the agreement.
  • Indonesian Civil Code, Articles 1236 & 1239 — the obligation to reimburse costs arising from breach of contract: non-fulfillment of performance that has been agreed upon by one of the parties.
Article 1

Nature of Moncer Studio's Services & Products

Moncer Studio provides two main categories that have different characteristics regarding refunds:
  • Services (fixed packages & custom services) involve an investment of time, expertise, and resources from the moment work begins. The refund amount depends on the stage of work that has been completed.
  • Digital products are non-physical and immediately accessible after purchase. Since they cannot be “returned” like physical goods, the refund policy for digital products is very limited.
Article 2

Refund Policy per Transaction Channel

Online Store
Fixed Service Packages
Since payment is made in full (100%) upfront at checkout, the refund is determined based on the stage of work at the time the request is received:
  • Cancellation within 24 hours after ordering and before onboarding begins: 100% refund of total payment.
  • Cancellation after onboarding but before design work begins: 50% refund of total payment, as consultation and planning costs have already been incurred.
  • Cancellation after the first design is delivered: No refund, as substantial work has already been performed.
  • Error on Moncer Studio’s part that prevents the project from being completed as described in the package: Full or partial refund as mutually agreed.
Clients who are dissatisfied with the work result but have not yet given final approval are encouraged to use their available revision rights before requesting a refund.
Manual Invoice
Custom Services
Refund of the down payment (DP) of 50% that has been paid applies under the following conditions:
  • Moncer Studio declines or is unable to work on the project after the DP is received: 100% DP refund.
  • There is a significant difference between the final deliverable and the initial brief/agreement that cannot be resolved through revisions: Partial or full refund as mutually agreed.
  • Cancellation by the Client before work begins (within 1×24 hours after the DP is confirmed): 100% DP refund.
DP refund cannot be processed if:
  • The Client cancels the project after work has begun without justifiable reasons.
  • Delays or project obstacles are caused by the Client’s failure to submit materials on time.
  • The Client has given final approval for the delivered work.
  • There is a change in business needs or direction on the Client’s side after the project is underway.
For the remaining balance (50%) that has not been paid: if the project is cancelled midway by the Client, the Client remains obligated to pay proportionally for the work that has been completed, in addition to the DP already paid.
Digital Product
Direct Purchase
Digital products are non-refundable after the file has been successfully downloaded, as digital products cannot be physically “returned” once accessed. This is in line with legal provisions that recognize a legitimate non-refund policy for digital products that have been accessed by the consumer. Exceptions: refunds for digital products can only be processed under the following conditions:
  • The product file received is corrupt, cannot be opened, or is empty and Moncer Studio is unable to provide a functioning replacement file.
  • The product received is significantly different from the description and preview displayed on the product page.
  • Payment was successful but the download link is unavailable and the Moncer Studio team is unable to resolve it within 3×24 business hours.
Compatibility issues with the Client’s device or software that does not meet the minimum specifications listed on the product page are not included in conditions eligible for a refund.
Article 3

General Eligible & Ineligible Conditions

Eligible
Conditions That Qualify
  • Cancellation before work begins (within the applicable time limit per channel)
  • Moncer Studio is unable to complete the project due to internal factors
  • Deliverable significantly differs from the agreed brief and cannot be resolved via revision
  • Digital product is corrupt/non-functional and no replacement is available
  • Payment recorded as successful but service/access is unavailable
Not Eligible
Conditions That Do Not Qualify
  • Client changes their mind after work is underway without justifiable reasons
  • Delays from the Client’s side in submitting materials
  • Client has given final approval for the delivered work
  • Subjective dissatisfaction unrelated to deviation from the brief
  • Digital product has been downloaded and issues arise due to Client device incompatibility
  • Change in business needs on the Client’s side after the project is underway
Article 4

Refund Request Procedure

To submit a refund request, the Client must follow the following procedure:

1. Submit a Written Request

Send the request via official email or the agreed communication channel, including: order/invoice number, transaction date, transaction channel (online store/invoice/digital product), reason for the request, and proof of payment.

Immediately upon cancellation decision
2. Verification & Evaluation

The Moncer Studio team reviews the request, examines the work stage or product condition, and evaluates whether it meets the refund criteria for the applicable transaction channel.

3–5 business days
3. Decision Notification

Moncer Studio sends an official notification regarding the approval or rejection along with the reasons in writing.

After evaluation is complete
4. Refund Processing

If approved, the funds are returned to the Client’s bank account or original payment method. The Client must provide valid and active account information.

5–14 business days after approval

Refunds are processed during business days and hours: Monday–Friday, 09:00–17:00 WIB (Western Indonesia Time). Interbank transfer administration fees incurred are borne by the Client.

Article 5

Repair Warranty as an Alternative

Before requesting a refund, Clients are encouraged to utilize their repair warranty rights, which include:
  • Fixing bugs or technical errors on the website that were not caused by independent changes made by the Client.
  • Adjusting design elements that do not match the agreed-upon brief.
  • Replacing digital product files that are proven to be corrupt or non-functional.
The repair warranty does not apply if the Client has independently modified the system configuration, the damage is caused by Client negligence, or the request is submitted after the warranty period has expired.
Article 6

Dispute Resolution

In the event of a disagreement regarding refunds, both parties agree to resolve it through deliberation within 14 business days. If no agreement is reached, resolution shall be conducted in accordance with Indonesian law, referring to Law No. 8 of 1999 on Consumer Protection and the applicable Indonesian Civil Code.

Clients may file complaints with the Consumer Dispute Resolution Board (BPSK) or the Directorate General of Consumer Protection and Trade Compliance (PKTN) of the Ministry of Trade of the Republic of Indonesia if necessary.

Article 7

Miscellaneous Provisions

  • This refund policy may be updated at any time. Changes take effect after being published on the official Moncer Studio website.
  • Refund requests that are not accompanied by valid proof of payment will not be processed.
  • Moncer Studio is not responsible for indirect losses such as loss of business profits or reputational damage that may be experienced by the Client.
  • This policy does not diminish consumer rights guaranteed by applicable Indonesian law.

By using Moncer Studio's services or purchasing our products, you acknowledge that you have read, understood, and agreed to this Refund Policy.
For further inquiries, please contact us through moncerstudio.com

Shopping Cart