Refund Policy

1. Prepaid Deposit Model

Wokku operates on a prepaid deposit model. When you top up, your payment is converted into account credit (in IDR or USD) and debited daily based on your usage of dynos, databases, and add-ons. You are not locked into a subscription — you can stop using the Service at any time and request a refund for the unused balance under the terms below.

2. 14-Day Refund Window for Unused Credits

You may request a refund of any unused prepaid credit within 14 days of the date of the top-up that generated that credit. Refunds are limited to the unused portion — any amount already consumed by dynos, databases, backups, bandwidth, or add-ons cannot be refunded.

• IDR deposits paid via iPaymu are refunded to the original bank account, VA, or e-wallet used for the payment.
• USD deposits paid via Stripe are refunded to the original card. Card issuers typically post refunds within 5–10 business days.
• Refunds are processed in the original currency of the payment — we do not convert between IDR and USD.

3. Non-Refundable Charges

The following charges are not eligible for refund:

• Usage that has already been debited from your balance (dyno hours, database storage, bandwidth, backup storage, add-on fees).
• Payment processor fees charged by iPaymu, Stripe, or your bank.
• Top-ups older than 14 days, unless required by applicable consumer-protection law.
• Balances on accounts suspended or terminated for violating Section 3 of our Terms of Service (e.g. spam, abuse, illegal content). We may retain the unused balance to cover incident-response and chargeback costs.
• Any amount not paid in cash.
• One-time service fees for migration assistance, custom configuration, or professional-services engagements, once the work has been started or delivered.

4. Service Outages and Billing Errors

If a Wokku-side outage, billing error, or incorrect charge caused you to be debited for usage you did not receive, we will issue a credit or refund for the affected amount regardless of the 14-day window. Contact support with the timestamp and details of the issue and we will investigate and correct the billing record within 5 business days.

5. Chargebacks

Please contact us before initiating a chargeback with your bank or card issuer — we can almost always resolve billing disputes faster through direct support. Accounts with an open chargeback may be suspended pending resolution. If a chargeback is initiated for charges that are valid under this policy, we may recover the disputed amount and associated chargeback fees from any remaining balance on the account.

6. How to Request a Refund

Email support@wokku.cloud from the address registered on your account, or message us on WhatsApp at +62 851 2194 8822. Please include:

• The email address on your Wokku account.
• The date and amount of the top-up you'd like refunded.
• The transaction or invoice ID, if you have it.
• Your reason for the request (optional, but helps us improve).

We respond to refund requests within 3 business days and complete processing within 10 business days of approval. The time for funds to reach your account depends on your bank or card issuer.

7. Account Closure

If you close your Wokku account with a remaining balance, you may request a refund of that balance within 14 days of the most recent top-up. Balances from top-ups older than 14 days at the time of closure are forfeited unless otherwise required by law.

8. Changes to this Policy

We may update this Refund Policy from time to time. Changes apply to top-ups made after the effective date of the update. Continued use of the Service after a change constitutes acceptance of the revised policy.

9. Contact

PT Wokku (or operating entity of wokku.cloud)
Jl. Ir. Sutami, Sukawati, Gianyar, Bali, Indonesia
WhatsApp: +62 851 2194 8822
Email: support@wokku.cloud