Terms and conditions

Visara is an independent visa service provider operating in Indonesia. We are not a government agency and we are not affiliated with Indonesian immigration. We prepare and lodge applications; we do not decide them, and nobody outside the authority can. You may always apply directly through official government channels instead of using us.

Placing an order on this site opens a file with us for the visa, the term and the number of applicants you chose. For each applicant it covers:

• A check that the visa you chose matches what you will actually be doing, and a straight word if it does not.
• The document list for that visa, and a check of every document you upload against the current requirement.
• Preparation and lodging of the application.
• Tracking, and answering the authority when it comes back for more.
• Any add on you ticked at checkout, on the terms its card described.

Anything outside that list is quoted separately before it is done. An add on without a price at checkout is exactly that: something we quote once we have seen the file.

The price on a visa page is one figure in rupiah per applicant, for the term shown. Your invoice carries the same figure. Inside it are the processing costs, meaning the government fee for that visa and the fee of any partner that processes the file, and the Visara service fee for the work above. The refund conditions below treat them differently: processing costs are paid to others and the service fee is ours. When anything is refunded, we attach proof of the processing costs paid, and the Visara service fee is the price you paid less those costs.

Third party costs, such as a sworn translation, a legalisation or a courier, are not in the price unless they were an add on you ticked. They are quoted by name before they are incurred.

Prices are in rupiah. A figure shown in another currency on this site is a conversion for reference, and what you pay is the rupiah amount.

Payment is taken online after you place the order, through Midtrans, by card, bank transfer, QRIS or e-wallet. You can pay at once or later from the link in your confirmation email; the file is not lodged until it is paid, and a document check that finds a problem is not held back by it.

An order that has not been paid within 30 days may be closed. Placing it again is one click and costs nothing.

Where a payment is made by bank transfer outside the site, it counts from the day the money reaches our account and we tell you when it has.

You can cancel from the moment you pay until we lodge the application, by telling us on WhatsApp or by replying to your confirmation email with the order reference. What comes back depends on where the file is:

• Before we have started checking your documents: everything you paid, less any payment provider fee we cannot recover.
• After we have started checking but before lodging: the processing costs not yet paid to others, and the Visara service fee less the work already done, which we itemise. Add ons already performed, such as a translation delivered, are not refunded.
• After lodging: the processing costs have been paid to the authority and to the partner, and are not refundable by anybody. The Visara service fee is not refunded either, because the work it covers has been done. The refusal refund below still applies.

An order we cancel, because the visa you chose cannot be lodged for you and there is no route we can offer instead, is refunded in full whatever its stage.

If an application we prepared and filed is refused, we return the Visara service fee for that application in full. This is the only guarantee we make, and it is deliberately about the part of the money that is ours.

What comes back is the Visara service fee: the price you paid less the processing costs, with proof of those costs attached. Processing costs are paid to the state and to the partner that processes the file, and third party costs are paid to translators, legalisation offices and couriers; that money has left, and we cannot return what we never held.

The conditions, in full:

• We prepared and lodged the application. A case you filed yourself, or that another agent filed, is not covered.
• The authority issued a refusal on it. A request for more documents is not a refusal, and neither is a delay.
• You tell us within 30 days of the refusal notice and send us a copy of it.
• The information and documents you gave us were complete and true. A refusal that follows from something withheld, altered or invented is not covered.
• The case ran its course. A case you withdraw, or that lapses because a document, an interview or a biometric appointment did not happen on your side, is not a refusal.
• One refund per application. Where an application is filed again after a refusal, the second filing is quoted and treated as its own case.

Every refund under these terms is paid in rupiah, by the method you paid with, within 14 working days of our confirming it. A card or e-wallet payment goes back through Midtrans to the same card or wallet; a bank transfer goes back to the account it came from. We confirm in writing what is being returned and why before it is sent.

The figure on our home page is the share of applications Visara filed that reached a decision and were approved, counted from our own case records to date. It is not audited by anybody outside the company.

Two things it deliberately excludes: cases we assessed and advised against filing, and cases still waiting for a decision. It is a record of what happened, not a prediction about your case, and the decision on your application belongs to the authority.

• Accurate information, and documents that are what they say they are.
• A passport with enough validity and enough blank pages for the visa.
• Attendance at any interview, biometric or medical appointment the visa requires.
• A reply when we ask for something, because most delays we see are a document waiting on somebody.
• An email address you read, because your order page, your sign-in code and your receipts go there.

Placing an order creates an account under your email address, with no password. Anyone who can read that inbox can sign in to it, so keep the inbox yours. The link in a confirmation email opens that one order; do not forward it to somebody you would not show the order to.

Every timing estimate we give says what it assumes, and separates our work from the authority processing. We control the first part. Nobody outside the authority controls the second, so we do not publish a single headline number for it, and an estimate is not a deadline.

Our liability for an order is limited to the Visara service fee paid on it. We are not liable for government fees once paid to the authority, for third party costs, or for travel, accommodation or business arrangements you make before a visa is issued. Book on a decision, not on an estimate.

Government fees and immigration rules change, sometimes without notice. The price you pay is the one shown when you placed the order; if the government fee rises before we lodge, we tell you the difference and you choose between paying it and cancelling in full. These terms may change too; the version in effect for your order is the one on this page on the day you placed it, and the date at the top says which that is.

These terms are governed by Indonesian law. If something goes wrong, tell us first: most of what reaches a formal complaint was a question somebody did not ask early enough.