Balivizem Store – Distance Sales Agreement

Version 1.0

This agreement applies to all purchases made through the Store on balivizem.com and in the Balivizem app. An order cannot be completed unless the Buyer has read and electronically accepted this agreement and the Service Agreement at the payment step.

Article 1 – Parties

1.1 Seller / Service Provider

Name: PT Balivizem Balikeys Group (PT PMA)

Address: Jalan Gunung Soputan No. 1A, Pemecutan Kelod, Denpasar Barat, Kota Denpasar, Bali 80119, Indonesia

NIB: 0403260107415

NPWP: 1000000008553076

• AHU: AHU-0018660.AH.01.01.Tahun 2026
• Telephone / WhatsApp: +62 851-9053-8501 (Global), +90 850 346 81 13 (TR)
• Email: [email protected]
• Web: balivizem.com

1.2 Buyer

The Buyer is the natural person or legal entity placing an order through the Store. The Buyer's name or company name, ID/passport number, address, telephone and e-mail address are included in the order form and the membership information; this information becomes part of the agreement at the time of the order.

The information provided by the Buyer when registering for the app is taken as the basis. The Buyer is responsible for the accuracy of the information.

Article 2 – Subject and Definitions

2.1 The subject of this agreement is the determination of the rights and obligations of the parties relating to the sale, payment and performance of the services and products that the Buyer orders electronically from the store in the Balivizem app accessed through balivizem.com.

2.2 In this agreement:

• App: The Seller's balivizem.com website and the Balivizem web and mobile application.

• Store: The cart and payment section within the App.

• Service: Visa and KITAS application follow-up, PT PMA company setup, real estate investment consultancy, legal/tax/accounting support, relocation support and other consultancy services listed in the Store.

• Official Fee: Fees, taxes and statutory charges paid on the Buyer's behalf to institutions such as the Indonesian Immigration Authority (Imigrasi), OSS/BKPM, notaries and ministries.

• Service Fee: The Seller's consultancy fee, excluding Official Fees.

• Consultant: The Seller's officer handling the Buyer's file.

• Solution Partner: The lawyer, notary or sponsor firm carrying out the official procedures of the application on the Seller's behalf.

• Reseller / B2B Partner: An authorized business partner selling the Seller's services to its own customers.

2.3 In sales made through a Reseller or B2B Partner, the party performing the service is the Seller. The sales price applied by the Reseller to the Buyer is the amount shown in the order summary and on the invoice.

Article 3 – Product/Service, Price and Payment

3.1 Order summary

The name and type of the service or product purchased, the quantity, Service Fee, Official Fee, taxes, any discount, total amount, currency and payment method are shown in the order summary at the payment step. The order summary is sent to the Buyer by e-mail together with the order confirmation and is an integral part of this agreement.

3.2 Prices announced in the Store are valid as of the order date and may be changed by the Seller until the order is confirmed. The price of a confirmed order cannot be changed; only Article 3.4 is reserved.

3.3 Payment is received through the payment institution with which the Seller has an agreement. Card details are not stored by the Seller. Exchange-rate differences, foreign transaction fees and installment commissions may be charged by the Buyer's bank; the Seller is not responsible for these.

3.4 Official Fees are determined by Indonesian institutions. If Official Fees increase between the order and the date of the application, the Seller notifies the Buyer of the difference with documentation. If the Buyer does not agree to pay the difference, they may withdraw from the agreement without deduction, provided the procedure has not started.

3.5 The invoice or receipt is sent to the Buyer's e-mail address after payment confirmation and is displayed in their account in the App.

Article 4 – Performance and Commencement of the Service

4.1 The services do not require physical delivery; they are performed electronically and before official institutions in Indonesia. For the service to begin, the payment must be confirmed and the Buyer must upload the necessary documents to the App in full.

4.2 The Seller assigns a Consultant to the file and notifies the Buyer within 2 Business Days at the latest of payment confirmation.

4.3 The processing times stated in the Store are estimates. The Seller cannot be held responsible for delays caused by the processing time of official institutions, system outages, official holidays and missing documents. In case of missing documents, the period stops until the deficiency is remedied.

4.4 Each stage of the application (document review, missing documents, official application, approval, delivery) is shown on the application detail page in the App and notified by e-mail.

4.5 Approved visas, KITAS, company documents, etc. are delivered digitally on the "My Visas" page in the App. Where a physical document is required, the delivery method is notified separately by the Consultant; unless otherwise stated, the courier cost is borne by the Buyer.

4.6 For the performance of the service, official procedures may be carried out through the Seller's Solution Partners. Even in this case, the party responsible to the Buyer is the Seller.

Article 5 – Right of Withdrawal

5.1 The Buyer may withdraw from the agreement within 14 days from the day the agreement is concluded (payment is confirmed), without giving any reason and without paying a penalty; however, the exceptions in Article 5.3 are reserved.

5.2 The withdrawal notice is made, before the period expires, in one of the following ways:

• Through the "Withdrawal Request" button of the relevant order in the My Orders section of the App, or

• By sending an e-mail to [email protected] stating the order number.

The Seller immediately confirms receipt of the withdrawal request to the Buyer by e-mail.

5.3 Cases in which the right of withdrawal cannot be exercised

The Buyer cannot exercise the right of withdrawal in the following cases, or receives a refund only in the amount stated in Article 5.4:

1. Services whose performance began with the Buyer's express consent before the withdrawal period expired and which have been fully performed (e.g. a visa for which the official application has been made and concluded).

2. Official Fees paid to official institutions on the Buyer's behalf and not refunded by the institution.

3. Documents and applications created with the Buyer's personal information that cannot be transferred to another person (sponsor letter, notarial procedure, company registration, etc.) – after they have been created.

4. Services that must be performed on a specific date or within a specific period (e.g. appointment, airport welcome), after the service date has passed.

5. Digital content performed instantly in electronic form (e.g. a downloadable guide), after it has been downloaded.

6. For visas, KITAS and other services not listed in item 7 (e.g. local driver's license), after the Buyer uploads documents to the App for the application (the uploaded documents are processed).

7. For company incorporation (including PT PMA setup, expedited setup, virtual office, KBLI and company address procedures), accounting, tax and consultancy services, after payment is confirmed.

5.4 Refund by type of service

For requests made within the withdrawal period, the refund applies by type of service as follows:

Visa, KITAS and other services (e.g. local driver's license) — If the Buyer has not yet uploaded any documents to the App for the application, the full amount paid is refunded. After documents are uploaded, no refund is made because the file has been taken into processing.

Company incorporation services (including PT PMA setup, expedited setup, virtual office, KBLI and company address procedures) — No refund is made after payment is confirmed.

Accounting, tax and consultancy services — No refund is made after payment is confirmed.

5.5 At the payment step the Buyer separately confirms the following declaration:

"I request that the service be started before the withdrawal period expires. I accept that no fee refund will be made for visa, KITAS and other services after I upload documents to the App; and for company incorporation, accounting, tax and consultancy services after payment is confirmed."

Article 6 – Refund, Cancellation and Official Authority Decisions

6.1 In case of a valid withdrawal or refund request, the Seller refunds the refund amount within 14 days from the date the request reaches it, to the card with which the payment was made and in the same currency. The time for the refund to appear on the card depends on the bank.

6.2 Rejection of the application: If the application is rejected by the official authority:

• If the rejection is due to the fault of the Seller or the Solution Partner, the Seller re-makes the application once without charging an additional fee.

• If the rejection is due to false/incomplete information or documents provided by the Buyer, a past immigration violation, a blacklist record, or the discretionary power of the institution, no refund is made.

6.3 Delay attributable to the Buyer: If the Buyer does not remedy the deficiency within 30 days after notice of missing documents and does not respond to the Consultant, the file is put on hold. If no action is taken within 90 days, the Seller may terminate the agreement; in this case a refund is made in accordance with Article 5.4.

6.4 Cancellation attributable to the Seller: If the Seller learns that performance of the service has become impossible (e.g. abolition of the relevant visa type), it notifies the Buyer within 3 Business Days and refunds the entire fee, except for amounts that cannot be recovered from the official institution, within 14 days.

6.5 Reseller / B2B sales: If payment was made through a Reseller or B2B Partner, the refund is made to the party that made the payment. The refund of any price difference applied by the Reseller to its own customer is subject to the relationship between the Reseller and the customer.

6.6 Chargeback: If the Buyer initiates an unjustified dispute (chargeback) through their bank for a service that has been performed, the Seller has the right to submit the performance records to the bank and to stop pending procedures.

Article 7 – Obligations of the Parties and Liability

7.1 Obligations of the Buyer

• To provide accurate, current and truthful information and documents; not to use forged or falsified documents.

• To ensure that their passport has the minimum validity period required for the application.

• To respond within a reasonable time to the Consultant's requests for missing documents and information.

• To comply with Indonesian immigration and employment legislation; to bear the consequences arising from use of the visa for a purpose other than its intended one.

7.2 Obligations of the Seller

• To perform the service in accordance with the legislation, the description in the Store and the duty of professional care.

• To report the application status transparently through the App and by e-mail.

• To use the Buyer's documents only for the performance of the service and to keep them confidential.

7.3 There is no guarantee of results: Decisions on visas, KITAS, permits and registrations are at the discretion of Indonesian official institutions. The Seller undertakes to make the application correctly and completely; it does not guarantee that the application will be approved.

7.4 Limit of liability: Except in cases of intent or gross negligence, the Seller's total liability arising from this agreement is limited to the Service Fee paid by the Buyer for the relevant order. The Seller is not responsible for indirect damages such as airline tickets, accommodation, rent and loss of work.

7.5 Changes in legislation: Changes made to Indonesian legislation after the agreement is concluded that affect the scope, duration or official fee of the service are notified to the Buyer immediately; the Buyer may exercise their rights under Articles 3.4 and 6.4.

Article 8 – Personal Data, Force Majeure, Disputes and Entry into Force

8.1 Personal data: The Buyer's personal data is processed in accordance with the Privacy Policy and the KVKK/GDPR Disclosure Notice accepted during registration. Data necessary for the performance of the service is shared with the Consultant, Solution Partners, the payment institution and Indonesian official institutions. The Buyer accepts the transfer of their data to Indonesia for this purpose.

8.2 Force majeure: During events beyond the parties' control, such as natural disasters, epidemics, war, border closures, collapse of official institution systems and sudden changes in legislation, the parties' obligations are suspended. If force majeure lasts longer than 60 days, either party may terminate the agreement; the refund is made in accordance with Article 5.4.

8.3 Evidence agreement: App records, consent logs (date, time, IP, agreement version), e-mail correspondence and payment institution records are accepted as conclusive evidence in disputes.

8.4 Governing law and jurisdiction: The law of the Republic of Indonesia applies to this agreement. The Denpasar courts have jurisdiction in disputes. This provision does not remove the mandatory rights and remedies granted to the consumer by the law of the Buyer's place of residence (including the Consumer Arbitration Committees and Consumer Courts for Buyers resident in Turkey).

8.5 Notices: Notices between the parties are made to the e-mail addresses in Article 1 and by in-App notifications.

8.6 Entry into force: This agreement consists of 8 articles. The agreement enters into force at the moment the Buyer electronically confirms at the payment step that they have read the agreement and received the preliminary information. A copy of the agreement is sent to the Buyer's e-mail address and kept in the order details in the App.

The date, time, IP address and agreement version of the Buyer's consent are recorded by the Seller.