Refund Policy

Last updated: 7 July 2026

This Refund Policy explains how refunds work for purchases of Exhibitor Pro made through the ExpoConnect platform.

ExpoConnect is operated by PT Expoconnect Teknologi Indonesia ("ExpoConnect", "we", "our", or "us"). By purchasing Exhibitor Pro, you agree to this Refund Policy, our Terms of Service, and our Privacy Policy.

1. Scope of This Policy

This policy applies only to purchases of Exhibitor Pro made directly through the ExpoConnect platform.

Exhibitor Pro is an event-based upgrade that gives an exhibitor access to additional features for a specific event. Each Exhibitor Pro purchase applies only to the event selected during checkout.

This policy does not apply to:

  • organizer service packages;
  • custom development work;
  • event setup or professional services;
  • offline quotations, invoices, or commercial agreements;
  • payments made directly to an event organizer;
  • services purchased outside the ExpoConnect platform.

Any services purchased outside the platform are governed by the applicable quotation, invoice, agreement, or contract between the relevant parties.

2. How to Purchase Exhibitor Pro

To purchase Exhibitor Pro, follow these steps:

  • Log in to your ExpoConnect account.
  • Open the event where your company is registered as an exhibitor.
  • Go to the Exhibitor Pro upgrade page.
  • Review the Pro features, price, event validity, and applicable terms.
  • Click the upgrade or checkout button.
  • Select your preferred payment method.
  • Complete the payment through our authorized payment provider.

Once the payment is successfully confirmed, your Exhibitor Pro access will be activated for the selected event.

Supported payment methods may include Virtual Account, QRIS, Credit Card, E-wallet, and Bank Transfer, depending on availability at checkout.

By completing the payment, you confirm that you have reviewed the pricing, selected the correct event, and agreed to this Refund Policy.

3. Payment Confirmation and Activation

Exhibitor Pro access is activated after our payment provider confirms that the payment has been successfully completed.

If payment is successful but your Pro access is not activated due to a technical issue, ExpoConnect will first attempt to resolve the issue by:

  • automatically retrying the activation; or
  • manually activating your access through our support team.

A refund will not be the first remedy if the issue can reasonably be fixed by activating the purchased access.

4. General Refund Rule

All successful Exhibitor Pro purchases are final and non-refundable.

We do not provide refunds for:

  • change of mind;
  • accidental purchase;
  • failure to use the Pro features;
  • purchasing Pro for the wrong event;
  • dissatisfaction not caused by a platform defect;
  • failure to attend the event;
  • internet connection issues on the customer's side;
  • device or browser issues not caused by ExpoConnect;
  • payment completed by an authorized user of the account.

Please review the selected event, company profile, features, and price carefully before completing payment.

5. Duplicate Payments

If you are charged more than once for the same Exhibitor Pro purchase, you may request a refund for the duplicate payment.

To request a duplicate payment refund, please contact our support team and provide:

  • your name;
  • company name;
  • event name;
  • registered ExpoConnect email;
  • payment reference number, if available;
  • proof of payment from your bank or payment provider;
  • a short explanation of the duplicate payment issue.

Duplicate payment refunds are reviewed manually. ExpoConnect may request additional information before approving the refund.

6. Event Cancellation or Organizer-Related Issues

If an event is cancelled by the organizer, or if the organizer removes or restricts an exhibitor from participating after the Exhibitor Pro purchase, ExpoConnect will review the situation on a case-by-case basis.

Refunds are not automatically guaranteed in these situations.

When reviewing the request, ExpoConnect may consider:

  • whether the event has officially been cancelled;
  • whether the Pro features have already been used;
  • whether the purchased benefits have already been delivered;
  • the timing of the cancellation or restriction;
  • any information provided by the organizer or exhibitor.

ExpoConnect may decide to approve, partially approve, or decline the refund request based on the circumstances.

7. Unauthorized or Suspicious Transactions

If you believe that a payment was made without authorization, please contact us as soon as possible.

ExpoConnect may request additional information to verify the claim. We may also temporarily suspend the associated Pro access while the transaction is being reviewed.

If a chargeback or payment dispute is initiated through a bank, card issuer, or payment provider, ExpoConnect reserves the right to:

  • suspend the related Exhibitor Pro access;
  • provide transaction records to the payment provider;
  • investigate possible misuse or fraud;
  • restrict future purchases in cases of abuse or fraudulent activity.

8. Refund Request Process

To request a refund review, contact us at:

support@expoconnect.id

Support hours: Monday to Friday, 09:00-18:00 WIB

Please include the following information in your request:

  • full name;
  • company name;
  • event name;
  • registered ExpoConnect email;
  • payment reference number;
  • proof of payment, where applicable;
  • reason for the refund request;
  • supporting documents or screenshots, if available.

Submitting a refund request does not guarantee that a refund will be approved.

9. Refund Processing

If a refund is approved, ExpoConnect will process the refund using the original payment method where reasonably possible.

Refund processing time may depend on the payment provider, bank, card issuer, or financial institution involved.

Transaction fees, payment gateway fees, bank charges, or other third-party fees may not be refundable where applicable.

10. Expiration of Exhibitor Pro Access

Exhibitor Pro access is valid only for the specific event for which it was purchased.

Exhibitor Pro does not automatically renew. Each event requires a separate purchase.

Unless stated otherwise, Exhibitor Pro access expires 30 days after the event ends. After this period, ExpoConnect may remove, archive, or restrict access to associated Pro features and data in accordance with our Privacy Policy and applicable operational, legal, security, or audit requirements.

11. Third-Party Payment Providers

Payments on ExpoConnect are processed through authorized third-party payment providers.

ExpoConnect is not responsible for delays, errors, outages, rejected payments, settlement issues, or service interruptions caused by banks, card issuers, payment gateways, e-wallet providers, or other third-party payment services.

If a payment issue is caused by a third-party provider, we will make reasonable efforts to assist, but resolution may depend on the relevant provider's policies and processing timelines.

12. Changes to This Policy

ExpoConnect may update this Refund Policy from time to time.

The latest version will be published on our website or platform. The version that applies to your purchase is the version available at the time your payment is completed, unless otherwise required by applicable law.

13. Governing Law

This Refund Policy is governed by the laws of the Republic of Indonesia.

14. Related Documents

This Refund Policy should be read together with our:

  • Terms of Service; and
  • Privacy Policy.

15. Contact Us

For refund questions or payment-related support, please contact:

PT Expoconnect Teknologi Indonesia

Email: support@expoconnect.id

Support hours: Monday to Friday, 09:00-18:00 WIB