Version: 1.1.0-2026-05-16 · Effective: 2026-05-16

Bukujanji Refund & Cancellation Policy

Version: 1.1.0 Effective Date: 16 May 2026

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1. Scope

This policy applies to all event bookings and course package purchases made via the Bukujanji Platform using its integrated payment rails (Midtrans). For salon/barbershop outlet transactions outside the organizer product, the outlet-specific refund policy applies, as shown on the relevant booking page.

2. Participant-Initiated Cancellation (Voluntary)

Participants may cancel a paid event booking via My Bookings → Detail → Cancel. The refund percentage follows a time-decay schedule based on the gap between cancel request (server timestamp) and the scheduled event time:

| Time Before Event | Refund | Amount Returned | |---|---|---| | ≥ 48 hours | 100% | Full ticket price | | 24–48 hours | 75% | 75% × ticket price | | 6–24 hours | 50% | 50% × ticket price | | < 6 hours | 0% | No refund |

The payment-gateway admin fee (Midtrans pass-through) is not refunded because the gateway charges it on successful payment, except in cases of Organizer Owner cancellation (see Section 3).

Refund flow:

1. Request received → booking status changes to cancellation_requested.
2. The system computes the refund percentage automatically from the timestamp.
3. A refund is triggered to Midtrans → funds return to the original payment instrument (card, VA, e-wallet) within 3–14 business days depending on the bank and instrument.
4. A confirmation email is sent to the booker's email address.

3. Refund Due to Organizer Owner Cancellation

If the Organizer Owner cancels the event (server status moves to cancelled):

• 100% refund for every paid participant.
• The payment-gateway admin fee is absorbed by Bukujanji (the participant receives a full refund, not minus the fee).
• Bukujanji waives the marketplace fee for that event.

A cancellation notice is sent via email and push notification (if enabled) as soon as possible after cancellation, at most within 2 hours.

4. Force Majeure Refunds

Force majeure includes: natural disasters, officially declared pandemics, government lockdown/PSBB orders prohibiting gatherings, venue damage outside the Organizer Owner's control, and orders from law enforcement. In these conditions:

• 100% refund with the admin fee absorbed by Bukujanji.
• Force-majeure evidence (e.g. official government bulletin, police report) may be required during review.
• The Organizer Owner is not penalized in reputation for a verified force-majeure cancellation.

5. Course Packages

Course packages (e.g. 5-session, 10-session, 20-session) follow separate rules:

• Before the first session is used and within 7 days of purchase: 100% refund.
• One or more sessions used: pro-rated refund on remaining unused sessions, less a 15% administrative fee. Refund must be requested before the package expiry date.
• After expiry: no refund. Unused sessions are forfeit.

Transferring a package to another participant is not permitted in v1 (may be enabled in v2).

6. Free Bookings and Waitlists

• Free bookings can be cancelled at any time before check-in without financial consequence. However, participants who repeatedly no-show may be restricted by the Organizer Owner.
• Waitlist slots are free of charge. If you are promoted from the waitlist, the confirmation link is valid for 24 hours; if unconfirmed, the slot moves to the next person.

7. Promos and Vouchers

• A promo code used on a fully-refunded booking is automatically released. The code cannot be reused after redemption unless Bukujanji explicitly issues a replacement.
• Partial refunds (e.g. 75%) honor the price you actually paid: the refund is computed from the post-promo amount, not the pre-discount price.

8. Refund Disputes

If you are not satisfied with a refund decision:

1. Contact cs@bukujanji.com with the booking ID and your reason for objection. We respond within 2×24 working hours.
2. If unresolved, escalate to disputes@bukujanji.com. The disputes team reviews within 5 working days.
3. If still unsatisfied, you may file a complaint with the Consumer Dispute Resolution Body (BPSK) or the Indonesian Consumers Foundation (YLKI) under Law No. 8/1999.

9. Account Closure

Closing your account does not automatically cancel active bookings. You must cancel each booking individually (following the Section 2 time-decay schedule) before closing your account, or accept the consequence that confirmed bookings are not refundable after account closure.

10. Changes to This Policy

Updates will be announced via email and an in-app banner 14 days before they take effect. Bookings made before a change remain governed by the policy version in force at booking time.

11. Contact

Refund disputes: disputes@bukujanji.com General questions: cs@bukujanji.com