Refund Policy

Last updated: 31 October 2026

This English translation is provided for convenience. In case of any discrepancy, the Indonesian version prevails.

GISNET provides a subscription internet access service, so there are no returns of physical goods. This policy sets out when a payment may be refunded and how the process works.

1. Refundable Payments

• Duplicate payment — the same invoice was paid more than once.
• Overpayment — the amount paid exceeds the invoice amount.
• Mistaken payment — a payment made for a customer number/invoice that does not belong to the payer and has not yet been used.
• Installation cancelled by GISNET — for example, when the location turns out to be unreachable by the network after the installation fee has been paid.

2. Non-Refundable Payments

• Invoice payments for service periods that have already started or have already been used.
• Installation fees once installation has been completed and the service is active.
• Payment service fees (admin fees) charged by online payment providers, unless the refund is due to an error on GISNET's part.

3. Refund Alternative

With the customer's consent, an overpayment or duplicate payment may be applied as payment of the following month's invoice, so the customer does not need to wait for a refund transfer to be processed.

4. How to Request a Refund

1. Contact GISNET via WhatsApp or email no later than 30 days from the date of payment.
2. Include the customer name, customer ID, invoice number, proof of payment, and the bank account number for the refund (in the payer's name).
3. GISNET will complete verification no later than 3 business days after receiving the complete information.
4. Approved requests are refunded by bank transfer to the customer's account no later than 14 business days after verification is completed.

5. Service Disruptions

A service disruption does not automatically give rise to a right to a refund. For prolonged disruptions caused by the GISNET network, the customer may request compensation in the form of an invoice reduction, the amount of which is determined after verification by our team.

Contact Us

PT Global Internet Solusindo (GISNET)
Jl. Pahlawan, Ruko No.07, RT001 RW003, Ngawen, Sidayu, Gresik, Jawa Timur 61153
Email: support@gis.net.id
Office phone: 0857-7777-4610
WhatsApp Marketing & Support: 0857-0629-9235
Office hours: Monday – Saturday, 08:00 – 17:00 WIB · Technical support & NOC: 24 hours, 7 days a week

See also: Terms & Conditions · Privacy Policy · Refund Policy · Service Activation Policy