Terms & Conditions

1.Parties and Agreement

These Terms govern the relationship between:

• You (the “Customer”, “Applicant”, or “User”), and
• MyBaliVisa - SS Visa and Travel Group Pty Ltd (ABN 65 679 999 243), Adelaide, South Australia, together with its related Indonesian entity PT SS Visa and Travel Group (Ubud, Bali).

By using our Services, you agree to these Terms. If you are a consumer under the Australian Consumer Law (ACL), you may have additional statutory rights. If you are a business client, you confirm that you are authorised to bind your organisation. These Terms, together with our Privacy Policy and any service-specific terms published on mybalivisa.com, form the entire agreement between you and us.

2.Our Services

We provide assistance with:

• Indonesian tourist, visit and business visa applications (including the e-VOA and B211A)
• Longer-stay permits such as KITAS and KITAP, and visa extensions
• Document preparation, review, and submission to the Indonesian Directorate General of Immigration
• Sponsor-letter arrangement and visa-related advisory and support services

Important: We are a licensed visa-assistance provider. We do not represent the Australian Government, the Indonesian Government, or any embassy or consulate, and we do not provide migration-law advice outside the scope of our Indonesian visa services. All final visa decisions are made solely by the relevant immigration authority, embassy, or consulate.

3.Order Process

• Submission. Orders may be placed via our website, email, or WhatsApp.
• Contract formation. A contract is formed once we send you an order confirmation.
• Review before lodging. A licensed Bali-based agent reviews your application before it is lodged. If anything is missing or unclear, we contact you (usually on WhatsApp) before submission.
• Accuracy. You are responsible for reviewing all details in your application. Errors or omissions may result in delays or rejection of your visa.

4.Fees, Payments & Refunds

Service fees. Our fees are displayed on our website in AUD and may be updated from time to time. Your card is charged at the payment step via Stripe; where you pay in another currency, conversion is applied at the live exchange rate.

Government & consular fees. Any fees set by the issuing immigration authority are subject to change without notice. Although those fees are not recoverable from the authority once paid, our guarantee below still returns them to you - we absorb that cost.

Our guarantee: full refund if your visa is late or refused. Every application is checked by a licensed agent before it is lodged, and we only lodge once your file is complete. If we get it wrong, you get your money back.

• Refused. If the immigration authority refuses your application, you receive a full refund of everything you paid us - our service fee and the government fee - or, if you prefer, we re-lodge at no additional cost.
• Late. If your visa is not delivered within the processing time stated on that visa's page at the time you applied, you receive a full refund of everything you paid us and keep the visa if it subsequently arrives.
• We can't proceed. If we determine we cannot proceed with your application, you receive a full refund of everything you paid us.
• You cancel before lodging. We refund your service fee, less any government fee already paid to the authority on your behalf and any reasonable administrative costs incurred.

What “late” does not cover. The processing clock runs from the moment your file is complete. So that the guarantee stays workable for both of us, it does not apply to delay caused by:

• documents that are missing, unreadable, incorrect or inconsistent with your passport, including time spent waiting for you to supply or correct them;
• Indonesian or Australian public holidays, and weekends, which fall outside business days;
• a change in immigration law, policy, fees or system availability after you applied; or
• events outside our reasonable control (force majeure), including government system outages, strikes and natural disasters.

How to claim. Contact us at [email protected] or on WhatsApp with your application reference. Approved refunds are returned to the original payment method, normally within 5-10 business days. Nothing in this refund policy limits your rights under the Australian Consumer Law.

5.Your Responsibilities

You agree to:

• Provide accurate, complete, and truthful information and documents.
• Ensure your passport is valid for at least six (6) months beyond your intended travel date and has a blank page.
• Verify your visa validity, entry/exit dates, and all related travel requirements, including any conditions imposed by the issuing authority.
• Avoid booking non-refundable travel arrangements until your visa has been granted.
• Notify us immediately of any errors or changes in your application or circumstances.
• Submit any complaints or claims within 60 days of service delivery.

6.Disclaimers & Limitations

Visa outcome. We cannot influence or predict a government authority's final decision, its processing times, or whether you are permitted entry on arrival. Our guarantee in section 4 is a financial one: if your visa is late or refused you get your money back. It is not a promise that the authority will approve you, and it does not cover consequential costs such as flights, accommodation or lost earnings.

Third-party delays. We are not responsible for delays or disruptions caused by courier services, postal authorities, embassies, consulates, or any other third party, including those caused by strikes, natural disasters, or force-majeure events.

Liability. To the extent permitted by law, our total liability to you in connection with our Services (whether in contract, tort, or otherwise) is limited to the amount of the service fees you have actually paid us for the specific order in question. This limitation does not apply to any liability that cannot be lawfully excluded under the Australian Consumer Law (for example, for personal injury or death caused by our negligence). We are not liable for loss or damage arising from incorrect, incomplete, or misleading information provided by you; denied entry to a country even where you hold a valid visa; or loss, damage, or delay to documents caused by third parties.

7.Privacy & Data Security

We comply with the Privacy Act 1988 (Cth). Your personal information is collected and used only to process your visa or travel-related applications and to communicate with you. We may share your information with the relevant immigration authority, embassy, or consulate as required to process your application.

Once your application has been submitted to the relevant immigration authority, we delete the sensitive documents you uploaded (such as your passport bio-page scan and photograph) from our systems. For full detail on how we collect, store, and protect your data, please see our Privacy Policy.

8.General Terms

• Governing law. These Terms are governed by the laws of South Australia. Disputes are subject to the non-exclusive jurisdiction of the courts of South Australia.
• Amendments. We may update these Terms from time to time. Changes apply only to new orders and do not affect ongoing applications.
• Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.