Last updated: April 2026
The three stages of a case
Our refund terms follow the three stages of a typical Kitas VIP case.
- Intake and assessment. From the moment you start the application until we have confirmed your KITAS category, quoted the concierge fee and you have accepted the quote.
- Document preparation and sponsor coordination. From acceptance of the quote until we lodge the VITAS application with Indonesian immigration.
- Lodgement, approval and in-country conversion. From the moment the VITAS is lodged through to the issuance of the physical KITAS card.
Stage 1: intake and assessment
If you decide not to proceed during this stage, there is nothing to refund because no concierge fee has been charged. You can walk away at no cost.
Stage 2: document preparation and sponsor coordination
If you cancel after paying the concierge fee but before we have lodged the VITAS application, we will refund the concierge fee minus a reasonable amount reflecting the work we have already performed on your case. In practice this is usually between 25 and 60 percent of the concierge fee, depending on how far along the preparation had progressed. We will show you an itemised breakdown when we issue the refund.
Stage 3: after VITAS lodgement
Once the VITAS application has been lodged with Indonesian immigration, the concierge fee is non-refundable. This is because the bulk of our work, including document preparation, sponsor coordination, and lodgement through the official eVisa portal, is already complete at this point.
Government fees (VITAS, KITAS, DKPTKA where applicable) paid directly to Indonesian authorities are never refundable by us. These are fees set by and paid to the Indonesian government, and once they are transferred they are outside our control.
What happens if immigration rejects my application?
Indonesian immigration has ultimate discretion over KITAS approvals. If an application is rejected for reasons outside your control, we will assess the case individually. Where the rejection is due to a documentable mistake by Kitas VIP, we will refund the concierge fee in full and file a new application at no additional concierge cost. Where the rejection is due to factors on the applicant side (such as undisclosed issues or missing sponsor documentation that was not within our scope), the concierge fee is not refundable.
What happens if I change my mind mid-case?
Life changes. If you decide not to move to Indonesia after all, tell us as soon as possible. If we can pause the case before lodgement, we will pro-rate the refund based on work already done. If lodgement has happened, we can advise on withdrawing the application through immigration, but the concierge fee is non-refundable at that point.
Chargebacks and disputes
If you believe a charge was made in error, please contact us first at hello@kitas.vip. We respond to billing enquiries within one business day and almost always resolve disputes quickly and amicably. Filing a chargeback through your bank or card provider before talking to us is not the most efficient path for either side, because we often lack visibility into the dispute until it is already filed.
Processing refunds
Approved refunds are issued through the same payment channel used for the original charge. Refunds are typically processed within 7 business days on our side, though bank posting times may add a few extra days depending on your card issuer and country.
Changes to this policy
We may update this refund policy from time to time. Material changes are announced on the home page for at least 30 days and are not applied retroactively to existing cases. The "Last updated" date above reflects the most recent revision.
Contact
Billing and refund questions: hello@kitas.vip.