This Refund Policy explains when and how customers may request and receive refunds for payments made through our website. Payments are processed using Midtrans (Snap UI); refunds are carried out via Midtrans according to the rules and timelines of each payment method and issuer.

1. Overview

This Refund Policy explains when and how customers may request and receive refunds for payments made through our website. Payments are processed using Midtrans (Snap UI); refund operations are performed via Midtrans and initiated from our server-side systems.

2. Scope & Applicability

This policy applies to purchases made on Grandia Hotel ( https://booking.grandiahotel.com) where the payment was processed through Midtrans Snap UI. All refund requests must be submitted to our customer support and will be processed by our server-side systems—refund operations are never performed from the client/browser.

3. Eligible Payment Methods

Refunds can only be performed for payment methods supported by Midtrans refund APIs or dashboard functions (for example, credit cards and certain e-wallets). Some payment methods (such as specific bank transfer flows) may not support refunds through Midtrans; ineligible transactions will be handled according to the alternative procedure described in the order details.

4. Eligibility Criteria

A refund request will be considered valid when:

• The transaction status in Midtrans is settlement (or equivalent settled state); if the transaction is still pending, a cancellation may be possible instead of a refund.
• The customer provides required documentation: order ID, payment receipt, and reason for refund.
• The item or service meets the product/service-specific refund rules (e.g., non-refundable digital goods after activation may be excluded).

5. How to Request a Refund

Submit a refund request via our refund form, customer support email rsv.grandiahotel@gmail.com, or WhatsApp: +622242690111.
Provide: Order ID, payment method, transaction receipt (if available), desired refund amount (full or partial), and reason. Our team will acknowledge receipt within 1 business day and begin verification.

6. Verification & Processing Time

We will verify the claim within 1–3 business days. Verification may include confirming transaction status with Midtrans and reviewing supporting documents. After we initiate the refund through Midtrans, the time for the funds to appear back to the customer depends on the payment method and the customer’s bank/issuer:

• Credit cards: typically 7–14 business days.
• E-wallets / QRIS / local wallets: timelines vary per provider; refer to provider SLA.

If the funds are not received within the expected SLA, contact our support with the refund reference.

7. Partial Refunds & Amounts

We may issue full or partial refunds depending on the case (e.g., returning part of an order). The refunded amount will be the agreed amount after any applicable fees or adjustments.

8. Fees & Deductions

If applicable, costs related to payment gateway fees or transaction processing may be deducted from the refunded amount. Whether fees are borne by the merchant or customer will be stated in the refund confirmation.

9. Cancel vs Refund — Important Distinction

Cancel: used for transactions that have not been settled (e.g., pending or authorize); typically results in immediate reversal or void. Refund: applied to settled transactions. Always performed via our server-side endpoint; do not attempt to call Midtrans APIs from client code or Snap UI.

10. Chargebacks & Disputes

If a customer initiates a chargeback with their bank, the dispute will be handled according to the bank and Midtrans procedures. We will cooperate with Midtrans and the issuer to provide evidence. Chargeback outcomes are determined by the issuer/bank, not by the merchant.

11. Recordkeeping & Communication

We will provide a refund confirmation (including a refund reference ID) after initiating the refund with Midtrans. Keep this reference for follow-up. All refund attempts and Midtrans responses will be logged for auditing and customer support.

12. Contact & Support

For refund requests and status inquiries:

• Email: rsv.grandiahotel@gmail.com
• WhatsApp: +622242690111
• Support hours: Mon–Fri, 09:00–17:00 WIB

Please include your Order ID and any payment evidence in every request.

13. Changes to This Policy

We may update this policy to reflect changes in Midtrans capabilities, payment provider rules, or internal procedures. The “Effective date” at the top will reflect the most recent update.

Contact Us