This Return, Refund & Delivery Policy (the "Policy") is issued by PT Kazeer Solusi Digital ("Kazeer", "We" or "Us") to explain how We deliver access to the Kazeer Services, how physical items are handed over and returned, the rules on refunds of payments made to Us, and how to make a request.
This Policy forms an integral part of the Kazeer Terms and Conditions of Service (the "Terms and Conditions") and is read together with the Privacy Policy. Capitalised terms not explained here have the meaning given in the Terms and Conditions.
1. General Provisions
1.1. Kazeer is a POS app with an AI assistant, made by PT Kazeer Solusi Digital in Yogyakarta, Indonesia. The Kazeer Services are provided digitally, through the web app at app.kazeer.ai, the Android app Kazeer POS, and Kazeer AI on the web and on WhatsApp. We also provide demos with no obligation to subscribe, customer support on WhatsApp, and staff training, and We sell device bundles.
1.2. "You" in this Policy means the Owner: the business owner who holds the Account and chooses a Plan for their business.
1.3. This Policy covers:
- delivery of access to your Account and Plan;
- payments for Standard Monthly and Standard Annual;
- the Free plan Deposit and Platform Fee;
- physical items We hand over to you, including device bundles;
- the customer support and staff training included in a Plan.
1.4. Plans, prices, the Deposit, and the Platform Fee are set out in Clause 4 of the Terms and Conditions.
1.5. Plan prices are per Outlet. The price for a business with several Outlets comes from the Kazeer team in a written quote on WhatsApp or by email, as set out in Clause 4.2 of the Terms and Conditions.
1.6. This Policy does not reduce any rights you have under the applicable laws and regulations.
1.7. Not final yet: [Which document applies if this Policy and the Terms and Conditions deal with the same matter differently: waiting for lawyer review C40]
2. Delivering Access to the Kazeer Services
2.1. The Kazeer Services are not delivered in physical form. We deliver them by opening access to your Account and Plan, so you can log in at app.kazeer.ai or in the Android app Kazeer POS and use the features of the Plan you chose. Physical items are covered in Clause 3.
2.2. The Free plan starts with signing up on the sign-up page of the kazeer.ai website, then paying the initial Deposit on the payment page. An Account cannot be created in the Android app Kazeer POS. The Account is active right after that payment, and the Deposit shows as the balance as soon as the payment goes through at Xendit, the payment service provider the Kazeer payment page uses.
2.3. Standard Monthly and Standard Annual are also chosen on that sign-up page and paid for through the official payment channels set out in Clause 5.2 of the Terms and Conditions, namely the Kazeer payment page or a transfer to the bank account in the name of PT Kazeer Solusi Digital stated on the invoice. The Plan is active right after payment is received. For every Plan, We send an activation confirmation automatically by email, plus a WhatsApp message from the Kazeer team. For every payment of a Subscription Fee or a Deposit, We send an invoice and proof of payment by email, and a copy on WhatsApp if you ask for one.
2.4. We treat your Plan as delivered when the Plan becomes active, which We confirm to you as set out in Clause 2.3. Not final yet: [wording of this clause: waiting for lawyer review C41]
2.5. Contact Us through the channels in Clause 9 if your Plan is not active after you have paid, if you cannot log in to your Account, or if your Plan's features are not available. We check your report and correct any error We have confirmed. If you have paid but your Plan is not active, We check your report within 3 (three) working days of receiving it, and activate the Plan straight away once We have confirmed the error.
2.6. Customer support is included in every Plan and is provided on WhatsApp. You can send a WhatsApp message at any time, every day including public holidays, and the Kazeer team replies every day from 09:00 to 21:00 WIB (Western Indonesia Time). Staff training is included in Standard Monthly and Standard Annual, and not in the Free plan. Staff training is 1 (one) session of 1 (one) hour for each Outlet, scheduled within 14 (fourteen) days after the Plan is active. A staff training session can be rescheduled. In Yogyakarta, staff training takes place at your business. Outside Yogyakarta, staff training takes place online by video call at no cost, and if you ask for in-person staff training, you pay the Kazeer team's travel costs, meaning transport and accommodation where needed, agreed in advance. Unused staff training cannot be exchanged for money.
3. Delivering and Returning Physical Items
3.1. The physical items We hand over to you are:
- the free tablet stand with Standard Annual, 1 (one) stand for each Outlet on Standard Annual;
- the devices in a Kazeer device bundle, namely the "Entrepreneur" bundle, the "Owner" bundle, and the "Ultima" bundle, such as a tablet, a printer, and a cash drawer, bought through the Kazeer team.
The free tablet stand becomes yours straight away and does not have to be returned, including if you cancel before the 12 (twelve) month period ends. A device bundle includes 1 (one) year of the Kazeer app, equivalent to Standard Annual, so the Platform Fee does not apply to device bundles. Delivery, returns, and warranty for device bundles are covered in Clauses 3.6 to 3.8.
3.2. During a demo, the Kazeer team can help match your device needs with the devices and printer you already have.
3.3. We send the tablet stand by courier to the address you entered, anywhere in Indonesia the courier serves, within 7 (seven) working days after payment is received. We pay for shipping, and We send the tracking number on WhatsApp. How long the stand takes to arrive depends on that courier.
3.4. Check the tablet stand when you receive it. If it arrives damaged or wrong, tell Us through the channels in Clause 9 within 3 (three) days of receiving it, with a photo or a video. If it does not arrive, tell Us through the same channels. We replace a stand that is damaged, wrong, or does not arrive, at no cost. Not final yet: [wording of this clause: waiting for lawyer review C42]
3.5. If a Standard Annual payment is refunded because of a mistake on Our side as set out in Clause 5.1, the tablet stand stays yours.
3.6. The Kazeer team checks stock before you pay for a device bundle. We hand over the devices within 7 (seven) working days after full payment. For businesses outside Yogyakarta, We send the devices by courier anywhere in Indonesia the courier serves, We send the tracking number on WhatsApp, and device setup is supported online. How long the devices take to arrive depends on that courier. Not final yet: [For businesses in Yogyakarta, how the devices are handed over and installed: waiting for owner answer A116] Not final yet: [The device bundle price is a final price, with no VAT (PPN) added, and includes shipping to every delivery area and installation of the devices: waiting for owner answer A116]
3.7. Check the devices when you receive them. If a device arrives damaged, wrong, or not as ordered, tell Us through the channels in Clause 9 within 3 (three) days of receiving it, with a video of opening the package, and We replace it at no cost. Devices that match the order cannot be returned because you changed your mind. Not final yet: [wording of this clause: waiting for lawyer review C50]
3.8. Device warranty follows the official warranty of the device's vendor. Warranty claims go to the Kazeer team through the channels in Clause 9, and the Kazeer team passes them on to the vendor. Not final yet: [wording of this clause: waiting for lawyer review C50]
4. Cancelling a Subscription and Changing Plans
4.1. Kazeer Plans are delivered digitally. If you do not want to continue Standard Monthly or Standard Annual, you can cancel your subscription, and refunds are covered in Clause 5.
4.2. To cancel your subscription, you cancel its renewal: tell Us on WhatsApp or by email, using the contacts in Clause 9, before the current period ends.
4.3. Once you cancel the renewal, access to your Plan continues to the end of the paid period. After that, the Account is not deleted, and you can choose the Free plan or renew your Plan. If the period ends without a renewal, Clause 5.6 of the Terms and Conditions applies: after a grace period of 7 (seven) days, access to the Account is restricted until you pay or choose the Free plan. While access is restricted, you can still open and download reports, but the POS cannot record new transactions. Business Records are not deleted as long as the Account has not been closed.
4.4. If you cancel part way through a period, the Subscription Fee for the rest of the paid period is not refunded, in full or in part, but access to your Plan continues to the end of that period. Not final yet: [wording of this clause: waiting for lawyer review C43]
4.5. If you move to a higher Plan, for example from the Free plan to Standard Monthly or from Standard Monthly to Standard Annual, the change takes effect straight away, and the remaining value of the current period is deducted from the price of the new Plan. If you move to a lower Plan, for example from Standard Annual to Standard Monthly or to the Free plan, the change takes effect at the end of the current period. The remaining Deposit balance stays yours and stays on record when you move to Standard Monthly or Standard Annual.
4.6. Plan prices are per Outlet. If one Outlet stops using Kazeer part way through a period, the fee for that Outlet is not refunded for the current period, and that Outlet stops being billed from the next period.
4.7. To close your Account and ask for your data to be deleted, follow Clause 10.4 of the Privacy Policy. Under Clause 10.5 of the Privacy Policy, stopping use of Kazeer or removing the app from your phone does not delete your Account or the data stored in the Kazeer cloud.
4.8. How to try Kazeer before subscribing is covered in Clause 4.9 of the Terms and Conditions.
5. Subscription Refunds
5.1. Subscription Fees paid for Standard Monthly and Standard Annual are not refunded, except when there is a mistake on Our side, or in the cases set out in Clauses 5.6 and 8.2. Mistakes on Our side are billing errors as set out in Clause 5.2 and long outages on Our side as set out in Clause 5.3, each with the remedy set out in that clause. Staff training already given is not deducted from a refund. Not final yet: [wording of this clause: waiting for lawyer review C43]
5.2. Regardless of Clause 5.1, We check and correct billing errors We have confirmed, including where:
- you were charged more than once for the same payment;
- you were charged for a Plan or a number of Outlets you did not choose;
- you paid, but the Plan was not activated.
We check your report within 3 (three) working days of receiving it. Once We have confirmed the error, We activate a Plan that is not yet active straight away, and refund any overpayment in full under Clause 7.
5.3. If the Kazeer Services cannot be used for more than 24 (twenty-four) consecutive hours because of a fault on Our side, We extend your Standard Monthly or Standard Annual subscription by the number of days the fault lasted. Not final yet: [wording of this clause: waiting for lawyer review C43]
5.4. For the tablet stand when a Standard Annual payment is refunded, see Clause 3.5.
5.5. This Policy covers your payments to Us, not customers' payments to your business. If a customer has paid for an order by QRIS, virtual account, e-wallet, or card and the money needs to be returned, your business returns it to the customer itself, under the rules of the payment provider used, and Kazeer does not process that refund. A paid order cannot be cancelled in the app. Card payments through your business's own EDC terminal are only recorded in Kazeer Not final yet: [and Kazeer does not receive or store card numbers: waiting for programmer confirmation, A81]. Not final yet: [Whether QRIS payment funds go into Kazeer's Xendit account before they are paid out to your business's bank account: waiting for programmer answer A81 and lawyer review C44]
5.6. If We suspend or close your Account as set out in Clause 11 of the Terms and Conditions, and the cause is not your fault, We refund the Subscription Fee for the unused rest of the period and the remaining Deposit balance. If the cause is your breach of the Terms and Conditions, the Subscription Fee for the rest of the period is not refunded, but We still return the remaining Deposit balance after deducting any Platform Fee still owed. Not final yet: [wording of this clause: waiting for lawyer review C32]
6.1. The Free plan needs an initial Deposit of Rp50,000 for each Outlet as the Platform Fee balance. The Rp500 Platform Fee per paid transaction is deducted from this balance, so your balance does not go negative. How the Platform Fee is charged is set out in Clause 4.4 of the Terms and Conditions.
6.2. When you stop using Kazeer, you can withdraw the remaining Deposit balance by sending a request to admin@kazeer.ai. We transfer it to a bank account in your name or your business's name within 10 (ten) working days of receiving your request, free of charge. If you stop before any transaction, We return the initial Rp50,000 Deposit in full. If you move to Standard Monthly or Standard Annual, the remaining Deposit balance stays on record. Not final yet: [wording of this clause: waiting for lawyer review C45]
6.3. The Platform Fee applies only to transactions that have been paid, so an order cancelled before payment is not charged a Platform Fee. Cancelled orders stay visible in the records. We return the Platform Fee for a transaction recorded twice because of a system error to the Deposit balance, after We have checked it. The Platform Fee for test orders and for a cashier's input errors is not returned, because those transactions were recorded as paid.
6.4. Not final yet: [We notify you in the app and on WhatsApp when the Deposit balance is down to Rp10,000, or about 20 transactions: waiting for programmer confirmation, A45] You can top up the Deposit balance on the Kazeer payment page, processed by Xendit, with at least Rp50,000. If the Deposit balance runs out, the POS cannot be used, as set out in Clause 4.5 of the Terms and Conditions.
7. Making a Request and Receiving a Refund
7.1. To ask for a refund, report a billing error, or report a Plan that is not active, email admin@kazeer.ai with the subject "Pengembalian Dana" (refund). Only the Account owner can make a request. You can still ask for help on WhatsApp, and We forward your request to email so that it is on record. In your request, include:
- the business name and the Account concerned;
- the Plan and Outlets concerned;
- the date, amount, and proof of payment;
- what happened and what you are asking for.
7.2. A billing error under Clause 5.2, including a request for a refund of it, must be reported within 30 (thirty) days of the payment date.
7.3. We may ask for further evidence and confirm that the request comes from the Account owner, so that money is not paid back to the wrong person.
7.4. Once the details in Clause 7.1 are complete, and after any checks under Clause 7.3, We give you Our decision on your request within 5 (five) working days, with the reason if the request is refused. We transfer an approved refund to a bank account in your name within 10 (ten) working days of approval, free of charge.
7.5. If you dispute a bill, We ask you to contact Us first so that We can check it. If you raise a dispute with your bank or payment provider, We do not stop your Account without notice while the dispute is in progress. If the bank or payment provider upholds your dispute, the Plan for the period concerned is stopped. Not final yet: [wording of this clause: waiting for lawyer review C46]
8. Miscellaneous
8.1. We may change this Policy, for example when Plans, prices, or payment methods change. The date at the top shows when it last changed.
8.2. If a change reduces your rights to a refund, or changes how access or items are delivered, We tell you at least 30 (thirty) days before the change takes effect, by email and on the WhatsApp number you registered. Periods already paid for and refund requests already made keep the old terms. If you disagree, you can cancel your subscription free of charge before the change takes effect, and We refund the Subscription Fee for the unused rest of the period. Not final yet: [wording of this clause: waiting for lawyer review C31]
8.3. If any provision of this Policy is invalid or unenforceable, it is treated as removed, and the other provisions remain in effect.
8.4. This Policy is also available in Bahasa Indonesia. If the two versions differ, the Bahasa Indonesia version applies. Not final yet: [wording of this clause: waiting for lawyer review C37]
9.1. Questions about Plan activation, payments, refunds, and handover of the tablet stand and device bundles can be sent to:
- Email: admin@kazeer.ai
- WhatsApp and phone: +62 851-2103-2981
- Jakarta office: Graha Mampang, Jl. Mampang Prapatan Raya, Mampang Prapatan, Kec. Mampang Prapatan, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12790
- Yogyakarta office: EDS Building, Jl. Asem Kranji Blok K-7, Bulaksumur, Sendowo, Sinduadi, Kec. Mlati, Kabupaten Sleman, Daerah Istimewa Yogyakarta 55284
9.2. Questions and requests about personal data are covered in Clauses 9 and 13 of the Privacy Policy.