Ketentuan PengembalianReturn & Refund Policy

Prinsip: Pembayaran hanya ditahan saat penawaran diterima dan ditagih penuh setelah selesai. Kami tidak pernah menahan lebih dari yang dikumpulkan. Setiap potongan hanya berupa penggantian biaya yang benar-benar telah dikeluarkan (material, transport, waktu teknisi) yang tercantum pada catatan pesanan Anda, bukan penghangusan menyeluruh. Seluruh komponen potongan ini telah ditampilkan pada penawaran sebelum Anda membayar DP.

Kapan Anda membatalkan	Pengembalian
Sebelum penawaran diterima / sebelum teknisi ditugaskan	Refund penuh (1:1), tanpa potongan.
Setelah penawaran diterima, teknisi belum berangkat	Reschedule gratis via concierge. Pembatalan mendekati jadwal dapat dikenakan biaya kecil (sekitar Rp 50.000) dari DP.
Saat teknisi dalam perjalanan	Penalti 5–30% dari total (semakin dekat lokasi, semakin tinggi) + biaya material + biaya transport yang sudah dikeluarkan.
Setelah teknisi tiba / pekerjaan berjalan	Penalti setara ketentuan "dalam perjalanan".
Setelah pekerjaan selesai sesuai kesepakatan	Sisa pembayaran ditagih penuh. Material & biaya yang telah dikeluarkan merupakan biaya nyata (bukan dihanguskan). Bila hasil tidak sesuai / cacat, berlaku hak pengembalian di bawah.

• Pekerjaan tidak sesuai / cacat: hubungi kami segera (dan selama masa garansi); kami perbaiki, kerjakan ulang, atau kembalikan bagian yang terpengaruh tanpa biaya.
• Reschedule kapan saja: biaya kecil (sekitar Rp 20.000) via concierge.
• Material dianggap sudah dibeli saat teknisi berangkat → biayanya merupakan biaya nyata yang telah dikeluarkan, diganti dari pembayaran, bukan dihanguskan.
• Teknisi terlambat: concierge menunggu ±15 menit, lalu menawarkan reschedule tanpa biaya.
• Refund bersih = jumlah dibayar − biaya jasa platform − biaya mitra − transport − material (semua telah ditampilkan pada penawaran sebelum DP). Hanya porsi jasa yang belum dikerjakan yang dapat direfund.
• Cara & waktu: refund diproses ke metode pembayaran asal dalam 14 hari kerja. Refund bernilai besar dapat diproses secara manual.
• Garansi: untuk masalah dalam masa garansi, hubungi concierge — kami perbaiki atau tangani sesuai garansi.
• Kontak refund: contact-us@fortionex.com · WhatsApp +62 813-7147-8684 (tulis "Refund" + nomor pesanan).

Berlaku sejak: 22 Juli 2026.

Principle: Payment is only held when the quote is accepted and charged in full after completion. We never hold more than we collect. Any deduction is only reimbursement of costs actually incurred (materials, transport, technician time) itemised on your job record, not a blanket forfeiture. All deduction heads are shown on the quote before you pay the deposit.

When you cancel	Refund
Before the quote is accepted / before a technician is assigned	Full refund (1:1), no deduction.
After the quote is accepted, technician not yet dispatched	Free reschedule via the concierge. Cancelling close to the slot may incur a small fee (around Rp 50,000) from the deposit.
While the technician is en route	Penalty 5–30% of the total (closer = higher) + materials + transport already incurred.
After the technician arrives / work is underway	Penalty equivalent to the "en route" terms.
After the job is completed as agreed	The balance is charged in full. Materials & costs already incurred are real costs (not forfeited). If the work is not as agreed / defective, the return right below applies.

• Not-as-agreed / defective work: contact us promptly (and during the warranty period); we repair, re-perform, or refund the affected portion at no cost.
• Reschedule anytime: small fee (around Rp 20,000) via the concierge.
• Materials are treated as purchased once the technician is dispatched → their cost is a real cost incurred, reimbursed from your payment, not forfeited.
• Late technician: the concierge waits ~15 minutes, then offers a free reschedule.
• Net refund = amount paid − platform service fee − partner fee − transport − materials (all shown on the quote before the deposit). Only the unperformed labour portion is refundable.
• Method & timing: refunds are processed to the original payment method within 14 business days. Large refunds may be handled manually.
• Warranty: for issues within the warranty period, contact the concierge — we repair or handle it under warranty.
• Refund contact: contact-us@fortionex.com · WhatsApp +62 813-7147-8684 (write "Refund" + your order number).

Effective: 22 July 2026.