Refund Policy

1. Subscription fees

Plugipay sells access to the service via monthly and annual subscription plans. Subscription fees are charged in advance for the upcoming billing period. They are non-refundable for the current period once the period has started.

You can cancel a subscription at any time from your dashboard. Cancellation stops the next renewal — your access continues to the end of the period you have already paid for, and you will not be charged again.

2. When we will issue a refund

• Duplicate charges — if you were charged twice for the same period because of a payment-system error, we refund the duplicate within 7 business days of confirmation.
• Service unavailable for >24 consecutive hours in a billing period due to an issue on our side (excluding scheduled maintenance announced in advance) — pro-rated credit on your next invoice, or a refund on request.
• Charged after cancellation — if a renewal was charged after a successful cancellation, we refund in full within 7 business days.
• Unauthorised charges — if your account was used without your authorisation, contact support immediately. We work with you and the payment provider to resolve and refund where applicable.

3. When we will not issue a refund

• Partial-period cancellation. The current period was consumed; we don't pro-rate a mid-cycle cancel.
• Change of mind after the trial period. Free trials are available — use them before subscribing.
• Failure to use the service. We don't refund for unused time within an active subscription.
• Plan downgrades. If you downgrade mid-cycle, the new tier applies from the next renewal; no credit for the higher tier already paid.
• Annual plans cancelled mid-year. Cancellation stops the next renewal; the current 12-month period is not refunded. If you have paid annually and want to leave early due to service issues, contact support — we handle these case-by-case.

4. Transaction-level refunds (payments processed for you)

Plugipay processes payments on your behalf via Xendit, Midtrans, PayPal, or another payment provider. Refunds for those customer-facing transactions are governed by your own refund policy with your customers, and are executed via the underlying payment provider. Plugipay provides tooling to issue, track, and reconcile those refunds, but the merchant of record for each transaction is you, not Plugipay.

Disputes and chargebacks raised by your customers go to the payment provider first. Plugipay assists with evidence and reconciliation; we do not adjudicate the dispute.

5. How to request a refund

Email support@forjio.com with:

• The account email and workspace name
• The invoice number or charge date
• The reason for the request

We respond within 2 business days. Approved refunds are issued to the original payment method within 7 business days. Bank/issuer processing time may add up to 14 days beyond that.

6. Governing law

This Refund Policy is governed by the laws of the Republic of Indonesia. PT Forjio Teknologi Indonesia is the legal entity behind Plugipay.

7. Contact