Pantograf Portal & Application

RETURN AND REFUND POLICY

Provider: PT Pemeta Antariksa Grafika | Document Version: 1.0 | Effective Date: 24 August 2026

This Return and Refund Policy (the “Policy”) explains cancellation, exchange, and refunds for Pantograf Individual Service purchases through the Portal. This Policy elaborates Article 9 of the Pantograf Terms and Conditions of Use - Individual Service and is an inseparable part of that document.

The binding text is the Indonesian text. Translations into other languages, if provided, are for ease of understanding only.

Capitalized terms not defined in this Policy - including Platform, Portal, Application, Service, Account, User Data, Subscription Period, and Voucher - have the meanings set out in the Pantograf Terms and Conditions of Use - Individual Service.

Section 1 - Nature of the Service

(1) Pantograf is a digital service (software as a service / SaaS). No physical goods are shipped, returned, or exchanged.

(2) Access to the Application begins after payment is received and confirmed, unless otherwise stated on the order page.

(3) This Policy applies to paid package purchases on the Portal for the Individual Service. Terms for business and institutional clients are set out in a separate document.

Section 2 - Cancelling a Subscription

(1) The User may cancel renewal or end the Subscription at any time through the Portal.

(2) Cancellation stops the next charge. Access continues until the end of the Subscription Period already paid.

(3) Cancellation alone is not a refund request. Refund rights arise only where the conditions in Section 4 are met.

(4) The Subscription Period does not renew automatically unless the User expressly activates automatic renewal under the Terms and Conditions.

Section 3 - Free Trial

(1) A trial package, if offered, is free of charge, may be used only 1 (one) time by each User, and creates no payment obligation.

(2) Expiry of the trial does not bill automatically and does not convert into a paid Subscription.

Section 4 - When a Refund Is Due

(1) The User is entitled to a full refund where:

a. payment is received but the Service is not active or cannot be accessed;

b. there is a duplicate charge or the amount charged does not match the order page;

c. within at least 2 (two) Business Days from receipt of the Service there is: an error and/or mismatch between the Service received and what was agreed; an error and/or mismatch in the time of Service provision; a hidden defect; or the Service cannot be used as it should; or

d. within 7 (seven) Calendar Days from payment, the Service has not been used materially, as in Section 5.

(2) The User is entitled to a proportional refund for the unused remainder of the Subscription Period where:

a. the Subscription ends because of the Provider’s fault or negligence;

b. termination by the Provider proves unfounded; or

c. the User ends the Subscription before an amendment to the Terms and Conditions that increases obligations or reduces the User’s rights takes effect, in accordance with Article 23 of the Terms and Conditions.

(3) If a disruption makes the Service materially unusable for more than 7 (seven) consecutive Calendar Days in one Subscription Period, an extension of the Subscription Period applies under Article 18 of the Terms and Conditions, not a cash refund, unless the Parties agree otherwise.

Section 5 - Material Use

(1) The Service is treated as used materially if the User, among other things: creates or edits a project in the Application; uploads User Data; or downloads an offline package.

(2) After the Service has been used materially, or after the periods in Section 4(1) have passed, unused remaining Subscription time is not refunded, except where Section 4(2) applies.

Section 6 - Vouchers and Refund Amount

(1) Vouchers cannot be cashed out. If a refund is made for a transaction that used a Voucher, the refund equals the amount of money actually paid by the User.

(2) Prices displayed on the Portal already include Value Added Tax, unless otherwise stated on the order page. Refunds include tax paid on the refunded amount, in accordance with applicable laws and regulations.

Section 7 - How to Request

(1) Cancellation and refund requests are submitted via email contact@pantograf.app or the Portal complaints channel, with Account identity, order number or payment proof, and a description of the reason.

(2) The Provider records the request and gives an initial response no later than 3 (three) Business Days after the request is received.

(3) The Provider pays the refund no later than 30 (thirty) Calendar Days after the request is approved.

Section 8 - Refund Method

(1) Refunds are made through the same payment method as the original payment, unless otherwise agreed with the User.

(2) If the original payment channel cannot process a refund (including a virtual account), the Provider transfers the funds to a bank account designated by the User after identity verification.

Section 9 - Related Documents and Contact

(1) This Policy elaborates Article 9 of the Pantograf Terms and Conditions of Use - Individual Service. If there is a difference in interpretation, the Indonesian text of the Terms and Conditions in force at the time of purchase prevails, without reducing the User’s rights under consumer-protection laws and regulations.

(2) Questions and requests: PT Pemeta Antariksa Grafika, Jl. BDN 1, Kelurahan Cilandak Barat, Kecamatan Cilandak, Kota Administrasi Jakarta Selatan, DKI Jakarta 12430 - email contact@pantograf.app.