Refund Policy💰

Last updated: February 18, 2026

This Refund Policy constitutes a legally binding agreement between the User and Us, which explains how We handle refund requests related to completed Donations and transactions on the Donaria platform.

Your access to and use of the Services constitute Your acceptance of and agreement to abide by this Refund Policy as set forth below. If You do not accept and agree to be bound by this Refund Policy, You are not permitted to access or use Our Services.

This Refund Policy constitutes an integral and inseparable part of Our Terms of Service. Users are required to carefully review Our Terms of Service.

Article 1: Definitions

Unless otherwise specified in this Refund Policy, the following terms shall be defined, interpreted, and understood as follows:

  • Donaria, We, Us, or Our: PT. DONARIA TEKNOLOGI KREATIF, a limited liability company established under the laws of the Republic of Indonesia, which owns, administers, and provides the Donaria Platform.
  • Donaria Platform or Platform: The donation streaming platform owned, administered, and provided by Us, accessible at donaria.id and its subdomains.
  • Services: Services which are owned, administered, and provided by Us through the Donaria Platform, including but not limited to donation processing, streaming alerts, goals, marathon timers, and overlay widgets.
  • User or You: Any individual who accesses and uses the Donaria Platform, whether creating an Account or not.
  • Account: A registered account created by a User on the Donaria Platform, identified with user identification (user ID) or username.
  • Channel: A Creator's donation page and associated settings, accessible via a unique URL identifier (slug) on the Donaria Platform.
  • Donor: A User who makes a Donation to a Creator through the Donaria Platform. Donors may make Donations with or without creating an Account.
  • Creator: A User who has created a Channel on the Donaria Platform and uses our Services to receive Donations from supporters.
  • Donation: Any voluntary financial contribution made by a Donor to a Creator through the Donaria Platform, which may include an optional message and/or media attachment (images or videos). Donations are processed through Payment Gateways and may have statuses of PENDING, SUCCESS, or FAILED.
  • Payment Gateway: A licensed payment gateway service provider that cooperates with Us to facilitate payment transactions within the Donaria Platform, such as bank transfers, e-wallets, and credit cards.
  • Platform Fee: The fixed 3% service fee deducted from each Donation transaction, which is non-refundable.
  • Balance: The stored balance system where Creators' net Donation amounts (after Platform Fee deduction) are accumulated and can be withdrawn through payout requests.

Article 2: Refund with Respect to Donations

By using the Services, the User consents that Donations successfully processed and completed (with status SUCCESS) are non-refundable, non-cancelable, and/or cannot be withdrawn or charged back. The Users acknowledge that in return for the provision of Donations, the Users are not entitled to receive any goods or services.

Once a Donation has been successfully processed and the payment has been completed, the Donation amount (minus the Platform Fee) is credited to the Creator's Balance. At this point, the Donation is considered final and non-refundable unless explicitly stated otherwise in this Refund Policy.

In the event of a transaction failure due to payment issues (e.g., payment gateway errors, insufficient funds, expired payment methods), the Donation will have a status of FAILED and no funds will be charged. In such cases, no refund is necessary as no transaction was completed.

2.1 Refund Due to Donaria System Errors

Refunds can only be processed for Donations where a system error occurred on Donaria's platform. Refunds due to system errors are available to all Donors, regardless of whether they have a registered Account.

If a Donor made a Donation without a registered Account and a refund is required due to a Donaria system error, the Donor may create a registered Account first, then attach that Account to process the refund. The refund will be returned to that registered Account in the form of account credit, which can be used for future Donations or withdrawn according to payout terms.

Refunds due to system errors can be requested in the following cases:

  • Payment was successfully processed by the Payment Gateway, but the Donation status was not updated to SUCCESS due to system errors
  • Funds were deducted from the Donor's account, but the Donation was not credited to the Creator's Balance due to technical failures
  • System bugs that resulted in incorrect Donation amounts being processed
  • Duplicate charges for a single Donation transaction due to system errors
  • Technical errors preventing the Donation from being processed correctly despite successful payment
  • Media attachments (images or videos) were not processed correctly despite successful payment, and the Donor's intent was specifically to include media

Each refund request will be verified first by the Donaria team before processing. We will investigate the transaction logs, payment gateway records, and system status to determine if a system error occurred.

2.2 Refund After Funds Have Been Credited to Creator's Balance

If funds have been successfully credited to the Creator's Balance (Donation status is SUCCESS), refund requests can only be processed if:

  • Donaria provides refund functionality for that type of transaction, and
  • The Creator approves the refund request through features available on the platform

The decision to approve or reject a refund request rests entirely with the Creator. Donaria acts as an intermediary platform and cannot force a Creator to approve a refund request.

If a Creator approves a refund, the refunded amount will be deducted from the Creator's Balance. If the Creator's Balance is insufficient to cover the refund amount, the Creator must wait until sufficient funds are available in their Balance, or the refund request may be denied until such time.

2.3 Refund Form and Amount

  • Refunds are returned in the form of Donaria account credit (for Users with Accounts) or processed back to the original payment method (at Donaria's discretion), depending on the circumstances and payment gateway capabilities.
  • Account credit can be used again for other Donations on Donaria, or withdrawn by creating a Creator Account and Channel, then requesting a payout according to Creator payout terms.
  • The refund amount is equal to the gross amount paid by the User in the transaction, excluding the Platform Fee. The Platform Fee (3%) is non-refundable as it represents the cost of using Donaria's services and has already been deducted at the time of the Donation.
  • If the original Donation included media attachments (images or videos) that were displayed in streaming alerts, and a refund is processed, any benefits or features associated with that media (such as alert duration) will be considered fulfilled and cannot be reversed.
  • If the original transaction included any bonuses, rewards, or non-monetary benefits, these will be canceled or reduced after the refund is processed.

2.4 Prohibition of Unilateral Chargebacks

Unilateral chargeback actions through payment services (banks, e-wallets, credit card companies, and others) are not permitted. Users who perform chargebacks without going through Donaria's official refund process may face the following consequences:

  • Permanent ban from the Donaria platform
  • Loss of access to account balance and all service features
  • Inability to make future transactions on Donaria
  • Legal action may be taken if chargebacks cause financial harm to Donaria or Creators
  • If you have an Account, your Account may be suspended or terminated

If you have a dispute or wish to request a refund, you must follow Donaria's official refund procedures as outlined in this policy. Chargebacks initiated through payment providers bypass our dispute resolution process and may harm Creators who have already received and used the Donation funds.

Article 3: Refund Request Procedure

To request a refund, Users can contact the Donaria support team through the following channels:

  • Email: support@donaria.id
  • Support Ticket: Through your Account dashboard on the Donaria platform (if you have an Account)
  • Other support channels available on the Donaria platform

After contacting our support team, the Donor will be provided with a refund request form that must be filled out with the following information:

  • Donation ID or transaction reference number (if available)
  • Date and time of the Donation
  • Donation amount (gross amount)
  • Creator's Channel slug or username
  • Reason for refund request
  • Supporting evidence (screenshots, transaction receipts, payment confirmations, etc.)
  • Account information (if you have an Account) or contact information (if you made a guest Donation)
  • Any relevant details about the system error or issue that occurred

The refund process will be conducted after verification and in accordance with applicable terms. Processing time may vary depending on complexity and completeness of information provided, whether Creator approval is required, and Payment Gateway processing time. Generally, refund requests are processed within 5-14 business days after approval and verification. You will be notified via email (or the contact method you provided) once your refund has been processed.

Article 4: Changes in Refund Policy

This Refund Policy may be changed and/or updated from time to time. We will publish the latest version of this Refund Policy on the Donaria Platform.

You are advised to read carefully and check this Refund Policy from time to time so that You remain informed about the latest version of this Refund Policy.

We may notify You of changes made to this Refund Policy via e-mail to Your registered e-mail address at the Donaria Platform (if you have an Account).

By continuing to access and use the Donaria Platform and Services, You agree to any changes to this Refund Policy.

Article 5: Contact Us

If you have any questions, concerns, or requests regarding this Refund Policy or refund procedures, please contact us:

We will respond to your inquiry as soon as possible and assist you with your refund request according to this policy.