Refund Policy

Introduction

This Refund Policy is part of the Terms and Conditions for using the Tako platform. By using Tako's services, users are deemed to have read, understood, and agreed to the contents of this policy. This Refund Policy governs the terms related to the return of funds (refunds) for transactions made on the Tako platform, whether due to system-related issues or user-initiated requests to creators.

Definitions

1. We and/or Tako: A monetization platform provided by PT Hobimu Jadi Cuan, as described in the service description.
2. Our Services and/or Tako Services: A range of features or other types of services provided and managed directly by us, including but not limited to: account registration, creator registration, creator rewards, creator auctions, creator shops, creator communities, creator overlays, and others.
3. User: Any individual or legal entity who visits, registers, uses, or utilizes Tako services.
4. Buyer: A user who performs a transaction with a creator through Tako's services in any form, including donations, product purchases, memberships, and others.
5. Creator: A user who owns a creator page on Tako and uses our services to receive support from buyers.
6. Buyer Supporter: A user who provides any form of support to a creator through Tako services.

General Refund Terms

1. Refunds Due to Tako System Errors

Refunds can only be issued to buyers with a registered account on Tako.

• If a buyer performs a transaction without a registered account, a refund cannot be processed unless the refund is due to a Tako system error.
• In such cases, the buyer is allowed to create a registered account first, then attach that account information for refund processing. The refund will be returned as balance in the registered account.

System-related refunds can be requested under the following circumstances:

• Transaction failed but funds were deducted
• System bugs causing financial loss
• Transaction amount mismatch due to system error

Each refund request will be subject to verification by the Tako team.

2. Refunds After Funds Are Received by Creators

If the funds have been transferred and received by the creator, refund requests can only be processed if:

• Tako provides a refund feature for the type of transaction, and
• The creator approves the refund request through the available platform feature

The refund decision is entirely at the discretion of the creator.

3. Form and Amount of Refund

• Refunds are returned in the form of Tako balance, not direct cash refunds.
• The balance can be reused for other transactions on Tako or withdrawn by transferring it to the user's own creator account and withdrawing it in accordance with the applicable creator withdrawal terms.
• The refund amount is equal to the amount paid by the user in the transaction.
• If the transaction previously granted non-cash bonuses such as XP, that XP will be revoked or deducted after the refund.

4. Chargeback Prohibition

Unauthorized chargebacks through payment services (bank, e-wallets, etc.) are strictly prohibited. Users who initiate chargebacks without going through Tako's official refund process may:

• Be permanently banned from the platform
• Lose access to their balance and platform features
• Be prohibited from conducting any future transactions on Tako

Refund Request Procedure

To request a refund, users may contact the Tako team through the following channels:

• Live Chat on the official Tako website
• Email: halo@tako.id
• Other support channels available on the Tako platform

Once contact is made, the buyer will be provided with a refund request form, which must be filled out with transaction details and supporting evidence. Refunds will be processed after verification and in accordance with the applicable terms. Processing time may vary depending on case complexity and completeness of submitted information.

Updated on: 31/07/2025