Terms and Condition

DOKU Dashboard

A. INTRODUCTION

DOKU Malaysia (formerly known as SimplePay Gateway Sdn. Bhd.) (201501030418 (1155742-H) (hereinafter referred to as "DOKU Malaysia" or "we", "us", "our") is a company incorporated in and under the laws of Malaysia with its business address at Unit 27-8, Level 8 Boulevard Office, Mid Valley City, Lingkaran Syed Putra, 59200 Kuala Lumpur, Wilayah Persekutuan DOKU Malaysia is licensed by Bank Negara Malaysia to onboard Merchants (as defined hereunder) and to provide the Platform (as defined hereunder) and Services (as defined hereunder) to facilitate the payment of the purchase of goods and services between Users, i.e., the Merchant and the Purchasers (as defined hereunder). We provide a payment platform where Users and/or Customers can make transactions and use various available features and services. We refer to this Platform as "DOKU Dashboard Platform", Users are referred to as "Merchant" or "Goods and/or Services Provider"; "Customers". Any party can access the DOKU Dashboard Platform to start selling, open shops, transact, accept payment, use features/services, or simply access/visit the DOKU Dashboard Platform. We will procure optimal security guarantees for the User's convenience as required by applicable laws and regulations in each of DOKU's operating territories.

These Terms and Conditions of DOKU Dashboard Platform (hereinafter referred to as "General T&Cs") stipulate the use of all services available on the DOKU Dashboard Platform, which applies to all Users, i.e., DOKU Dashboard Platform Merchants / Goods and/or Services Provider; Customers; Company partners; and/or to any Party addressing request or information to the Company. Creating, registering a DOKU Dashboard Platform account, and/or using DOKU Dashboard Platform is a form of acceptance and agreement to these General T&Cs. Users have read, understand, acknowledge, and agree to these General T&Cs. Users have the opportunity to inquire any questions Users may have prior to the entry into force of these General T&Cs and consult with Users' respective legal advisors if desired.

THESE GENERAL T&Cs IS A FORM OF AGREEMENT WHICH ARE A BINDING AGREEMENT BETWEEN THE COMPANY AND DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER; AND/OR COMPANY WITH CUSTOMERS. USERS KNOWINGLY AND VOLUNTARILY AGREE WITH THESE GENERAL T&Cs TO USE THE SERVICES ON DOKU DASHBOARD PLATFORM AND UNDERSTAND THE RIGHTS AND OBLIGATIONS ARISING FROM THE USE OF THE SERVICES.

The Company is authorized to create a separate agreement(s) and/or additional agreement(s) from these General T&Cs with DOKU Dashboard Platform Merchants / Goods and/or Services Provider, specifically, based on the Company's sole discretion, whereas the agreement is created subject to the specific features and services on the DOKU Dashboard Platform and/or any specific conditions shall be fulfilled by DOKU Dashboard Platform Merchants / Goods and/or Services Provider. The User acknowledges, and agrees that a separate agreement(s) and/or additional agreement(s) to this General T&Cs is the prevailing provision, in the event that there are contrary material between the separate and/or additional agreement and the General T&C is to this General T&C.

THERE IS NO EMPLOYMENT, AGENCY, AND/OR OTHER EXCLUSIVE RELATIONSHIPS BETWEEN THE COMPANY AND DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER; THEREFORE DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER FULLY UNDERSTAND THAT DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER IS INDEPENDENT TO THE COMPANY AND DOKU DASHBOARD PLATFORM CAN BE UTILIZED BY DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER IN ACCORDANCE WITH DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER's OWN CHOICES WITH REGARDS TO THE APPLICABLE LAWS AND REGULATIONS IN EACH OF DOKU'S OPERATING TERRITORIES. BY USING AND/OR DOWNLOADING THE DOKU DASHBOARD PLATFORM, DOKU DASHBOARD PLATFORM MERCHANTS / GOODS AND/OR SERVICES PROVIDER STATES TO HAVE THEIR FULL AND PERSONAL LIABILITY ON THE USE OF THE DOKU DASHBOARD PLATFORM.

In the event that there are changes to these General T&C, the Company will inform the User via email/written notification within the DOKU Dashboard Platform, no later than 30 (thirty) Business Days before the changes take effect. If the User does not agree to these changes, the User may TERMINATE use of the DOKU Dashboard Platform. However, if the Company does not receive any response from the User within 30 (thirty) Business Days after the notification, the Company considers that the User acknowledges and agrees to such changes.

B. DEFINITION

The terms in these General T&Cs are defined in the below list:

1. "Acquirer", means bank(s) and non-bank institutions which have been appointed by the Merchant to process the payment of each Transaction made by the Customer.

2. "Aggregator" means service given by the DOKU to Merchant, where the Merchant utilizes the DOKUS's MID to be able to use the Services.

3. "Business Days" means Monday to Friday, unless otherwise stipulated by the Government of DOKU's operating territory as an official national holiday.

4. "Card" means card with Visa, Mastercard, and/or any other logo, which can be used for Transactions in the internet payment gateway Service, including but not limited to the credit card and debit card.

5. "Chargeback" means transaction which is included in these following incidents: (a) disputed, (b) refunded for whatsoever reason by Acquirer or Issuer, (c) invalid or unauthorized or not authenticated, (d) allegedly violates the law, or allegedly to be a fraudulence, or allegedly rouse suspicion, or violate the provisions of these General T&Cs.

6. "Customer" means anyone who makes a Transaction with the Merchant.

7. "Direct Merchant" means the Service used by the Merchant, however in this matter Merchant has its own MID which is directly received from the Acquirer after the Merchant executes the separate agreement with the Acquirer.

8. "DOKU" means:

a. For Indonesia Region: PT NUSA SATU INTI ARTHA (0220006841123), a company established under the laws of the Republic of Indonesia, domiciled at South Jakarta, having registered addressed at Artha Graha Building 11th Floor, Sudirman Central Business District, Jalan Jenderal Sudirman Kav. 52-53, Senayan, Kebayoran Baru, South Jakarta 12190, and engaged as Ist Category of Payment Service Provider based on the Bank Indonesia Letter No. 23/673/DKSP/Srt/B dated 1 July 2021 concerning Conversion of Payment System Service Operator Permits after the Enforcement of Bank Indonesia Regulation No. 22/23/PBI/2020 concerning Payment System, including any intellectual property rights attached thereto; and

b. For Malaysia Region: SIMPLEPAY GATEWAY SDN. BHD. (1155742-H) ("senangPay"), a company established under the laws of Malaysia. senangPay is licensed by Bank Negara Malaysia based on the letter No. JDSP/POL/4200/1/1/SJ/NK dated 27 September 2016.

9. "Fraud" means act of misuse by the third party over (but limited to) the credit card of the Customer conducted in the Merchants' Website and/or Application and/or suspicious Transaction.

10. "Fraud Detection System" under which for any Transaction successfully processed and notified by DOKU as medium-risk, the Merchant is authorized to determine whether to cancel or proceed with such Transaction. The Merchant's decision to cancel shall be based on its internal risk assessment of the relevant notification and subject to the provisions of Chargebacks and Refunds.

11. "High-Risk Jurisdictions" means countries that are categorized as high-risk in relation to: (a) Money Laundering (TPPU), (b) Terrorism Financing (TPPT), and/or (c) Financing the Proliferation of Weapons of Mass Destruction (PPSPM); as listed in national blacklists, and/or NRA (National Risk Assessment). The list of countries will be evaluated periodically and may be updated at any time by DOKU in accordance with the provisions and data issued by the competent authorities.

12. "Intellectual Property Rights" means any and all (by whatever name or term known or designated) tangible and intangible and now known or hereafter existing: (a) rights associated with works of authorship throughout the universe, including but not limited to copyrights, moral rights, and mask-works, (b) trademark and trade name rights and similar rights, (c) trade secret rights, (d) patents, designs, algorithms and other industrial property rights, (e) all other intellectual and industrial property rights (of every kind and nature throughout the universe and however designated) (including logos, "rental" rights and rights to remuneration), whether arising by operation of law, contract, license, or otherwise, and (f) all registrations, initial applications, renewals, extensions, continuations, divisions or reissues hereof now or hereafter in force (including any rights in any of the foregoing).

13. "Merchant Discount Rate" means fee charged by DOKU and/or Acquirer related with the Payment Method used by the Merchant.

14. "Merchant ID" means identity given by the DOKU and/or Acquirer to Merchant for every url listed in the Website and/or Application by Merchant in the system of DOKU.

15. "Payment Method" means Card-based payments and/or other media provided by DOKU to enable the Merchant's Customers to make Transactions as agreed by the Parties.

16. "Product" means goods and/or service offered/sold by Merchant (as relevant) to Customer.

17. "Refund" means the Transaction refund.

18. "Security Codes" means means any personalized keys, identification codes, passwords, PINs, CVV/CVC numbers, OTP (One-Time Passwords), or any other security credentials provided to or generated by the Merchant or Customer to access the Services or authenticate a Transaction.

19. "Service Fee" means fees which must be paid by the Merchant to DOKU related to the Service.

20. "Settlement" means the disbursement process over the Transaction made by DOKU to the Merchant in accordance with the time determined by DOKU, provided DOKU has received the full, correct, and undisputed payment from the Payment Method provider.

21. "Transaction" means any purchase activity of a Product made by the Customer through the DOKU Dashboard Platform.

C. ACCOUNT REGISTRATION & VERIFICATION

1. Users may opt for English language or Bahasa Indonesia.

2. Users shall enter the following data, information, and description:

a. Region;
b. Full Name;
c. E-mail;
d. Phone Number;
e. Password (including Password Confirmation);
f. Referral Code (If Any).

3. Users are then required to read these General T&Cs along with the applicable Privacy Policy and provide proof of their consent in the available fields. Without reading the entire General T&Cs along with the Privacy Policy, Users will not be able to continue the process of account registration.

4. After the Users complete the data, information, and description and give their consent in the available fields, Users must select "Create Account".

5. The Company will send a Verification Code to the registered E-mail and/or Telephone Number.

6. If the Users have successfully entered the Verification Code in the available page, the Users' Account has been successfully made.

7. A User Account that has been successfully registered on the DOKU Dashboard Platform - Indonesia Region, can also be used on JURAGAN DOKU.

8. DOKU may offer personalization features for Users to assist their usage of DOKU Dashboard Platform. In this regard, Users shall provide data and information in specified fields provided in the feature.

9. USERS MUST NOTE THAT CREATING AN ACCOUNT IS NOT THE SAME AS ACCOUNT VERIFICATION/ACCOUNT ACTIVATION. THE COMPANY, AS A PAYMENT SERVICE PROVIDER, IS MANDATORY TO OWN AND OPERATE AN ACCOUNT VERIFICATION MECHANISM AND PROCEDURES WITH REGARD TO THE PROVIDED SERVICES.

10. USERS UNDERSTAND THAT WITHOUT ACCOUNT VERIFICATION, THE USER'S ACCOUNT IS ONLY LIMITED TO THE TRIAL ACCOUNT/TEST MODE WITHIN SANDBOX ENVIRONMENT AND THEREFORE CAN NOT ENJOY THE FULL PAYMENT SERVICES AVAILABLE ON THE DASHBOARD PLATFORM, INCLUDING BUT NOT LIMITED TO: (I) USERS CAN ONLY MAKE LIMITED TRANSACTION AND RECEIVE PAYMENT ON CERTAIN PAYMENT METHODS; (II) USERS ARE NOT ABLE TO COMPLETE THE PAYMENT (SETTLEMENT)/DISBURSE/DRAW THE PAYMENT, ONLY AS LONG AS THE USERS HAVE NOT CONTINUE TO THE ACCOUNT VERIFICATION. USERS HEREBY STATE TO AGREE TO THE ACTIONS OF THE COMPANY AND WARRANT, INDEMNIFY, AND RELEASE THE COMPANY ("GUARANTEED") FROM ANY AND ALL LOSSES ARISING OUT OF OR RESULTING FROM THE USERS' NEGLIGENCE IN CONDUCTING ACCOUNT VERIFICATION, INCLUDING BUT NOT LIMITED TO ALL KINDS OF RESPONSIBILITY, LIABILITY, DISPUTE, AND CLAIM RELATED TO TRANSACTIONS PROCESSED THROUGH THE DASHBOARD PLATFORM.

11. ACCOUNT VERIFICATION MECHANISM AND PROCEDURE is the activity of providing and filling in Users' personal data to be stored, collected, and processed by the Company in connection with the Services and Services improvement, including forwarding and processing Users data to Company's partners for: providing, repairing, developing Services; logistics fulfillment; business reporting; user behavior analysis purposes; statistics; investigations, and to comply with applicable laws and regulations, including giving to third parties in which the Company has cooperation and/or legal relations. This provision also applies as an agreement for storing personal data and its use between the Users and the Company.

12. Users enter the DOKU Dashboard Platform by selecting the "Complete Registration/Business Verification" option. The User then provides the following data, information, and description:

a. Owner Data;

i. Full Name;
ii. Telephone Number;
iii. Email;
iv. Nationality;
v. Position (Role);
vi. Identity Card Photo;
vii. Identity Card Number;

b. Business Data - Company Information for domestic Merchant

i. Entity Name;
ii. Entity Type;
iii. Telephone Number (Contact);
iv. Postal Code;
v. Address;
vi. Business Proof.

c. Business Data - Company Information for overseas Merchant companies

i. Documents of establishment;
ii. latest composition of directors and commissioners;
iii. Business registration document;
iv. Related sectoral Business License;
v. Photocopy of valid passport of the authorized official.

d. Business Data - Brand Information & Business Details

i. Basic Information:

1. Brand Logo;
2. Brand Name;
3. Industry Type;
4. Merchant Category Code (MCC);
5. Business Description;
6. Projected TPT & TPV;
7. Media (Website, Social Media, etc.)

ii. Contact Information:

1. Email;
2. Telephone Number;
3. Full Address.

iii. Business Proof:

1. Business Activity;
2. Marketing Media.

e. Bank Account

i. Bank Territory;
ii. Bank Name;
iii. Account Number;
iv. Account Holder's Name;
v. Currency;
vi. SWIFT Code;
vii. Settlement Schedule;
viii. Minimum Settlement Amount.

f. Required Documentation:

	Limited Liability Company (Sdn Bhd)	Foundation (Yayasan)	Co-op (Koperasi)	Partnership
Deed of establishment and the authorization from the competent authority	☑️	☑️	☑️	☑️
Deed showing latest composition of authorized person	Directors and Commissioners	Administrators		Partners
Authorization letter for authorized signatory	If the signatory is not the authorized person.
Business registration	☑️	☑️	☑️	☑️
Mandatory license	Depending on the business line (Industry Type, MCC).
Valid ID of authorized person and authorized signatory	☑️	☑️	☑️	☑️
Taxation.	☑️	☑️	☑️	☑️

13. During the account verification period:

a. Merchant's status may vary: Under Review (may conduct transaction but no Settlement); Verified; or Suspended (no transaction, no Settlement, and view only); and

b. The Company has the right to hold/restrict/suspend/block/termination the account or decline/reject all and every settlement that is the right of the User in the event that the User does not complete the information referred to in number 10 above, including in the event that the information referred to in number 10 above is not clear, inaccurate, incorrect, incomplete, not current, or misleading at the discretion of the Company, or the trial transaction/test mode is a Fraud at the discretion of the Company, or Users incorporated/domiciled/settled/received its funds from High-Risk Jurisdictions.

14. In the event that the account verification cannot be accepted/cannot be continued/rejected by the Company and the User has conducted a trial transaction, the User can proceed to the Refund process in order for the funds to be returned.

15. Users state that by selecting "Complete Registration", the Users give consent to the Company for storing, collecting, processing, transferring, sending, and/or transmitting Users' data in accordance with these General T&Cs, Privacy Policy, and provisions of applicable laws and regulations within each of DOKU's operating territories.

16. The Company reserves the right to conduct a review, request for additional documents, restriction, suspension, or termination of Services should in the future it is found that there are non-conformities, violations of the law, or unacceptable risks based on DOKU's risk management policy and/or the provisions of the competent authorities.

17. Your personal data that is collected and/or collected by Us will be stored securely and reliably and with encryption in accordance with the need to implement the precautionary principle and to ensure data integrity. We will retain your personal data for as long as necessary to fulfill the purposes described in these General T&Cs.

18. Your Personal Data is any data, information, and/or description in any form that can identify yourself, which from time to time you convey to Us or that you input or submit in, on and/or through the DOKU Dashboard Platform that related to your personal information, which includes, i.a.: Full Name, Business Name, Email, Telephone Number, including but not limited to, IP address, your device data, including but not limited to: IMEI number, application name that has been attached to your device); payment transaction data in the form of instrument data, nominal payment transaction data/financial data, and other payment transaction data on the DOKU Dashboard Platform, and other data classified as personal data.

19. The provision of your Personal Data is voluntary. However, if you do not provide Us with your Personal Data, We will not be able to process Your Personal Data for the purposes stipulated below, and this may cause Us to be unable to provide Services or features/products or to process payments from You.

20. We collect your Personal Data when you create an account, verify Your Account, or at other times as We ask You if needed from time to time.

21. We will use Your Personal Data for the purpose of:

a. Identify Your utilization of the DOKU Dashboard Platform and Our Services.
b. Provide convenience for Users to continue using the DOKU Dashboard Platform Services and make transactions.
c. Developing, updating, and upgrading the Services.
d. Prevent, detect, and overcome the occurrence of criminal acts that may occur in the use of the DOKU Dashboard Platform, including but not limited to Fraud, embezzlement, larceny, and money laundering.
e. Develop, add, and provide products to meet your needs.
f. Provide convenience for the process of verification and validation by the Company's partners in certain features/products held by the Company's partners.
g. Manage Your Account Administration.
h. Conduct research on demographic data of DOKU Dashboard Platform Users.
i. Conduct internal administrative purposes, e.g.; audits, data analysis, and data center records.
j. Maintain the safety, security, and continuity of the DOKU Dashboard Platform, Services and/or features thereof.
k. Conduct marketing utilities.

22. The Company has the right to develop the information obtained but not related to the Users' personal information, so that the Users are not individually identified, inter alia for processing, developing, and cooperating with third parties ("Aggregate Information/Anonymous Information").

23. You have the right to ask us to stop using Your Personal Data. If You want to withdraw the consent that We have obtained from You in relation to all the purposes of use of Your Data as stipulated in the points on the use of Personal Data, please notify Us via email (care@doku.com).

24. The Company will not disseminate and/or sell personal identity and information obtained from the Users to other parties or companies that are not affiliated with the Company except for the purpose of developing, improving, protecting or maintaining the DOKU Dashboard Platform and Our other Services. We are sometimes required to disclose Data to third parties. You hereby declare that You have given Us consent, permission and authority to disclose and provide access to Data to third parties for the purposes as stipulated in this paragraph. For the avoidance of doubt, the third parties referred to in this paragraph can be, including but not limited to: Our parent company, affiliates and subsidiaries; Our partners, bank and non-bank financial services institutions partners, Acquirers, issuers, vendors, including parties with whom We work together for certain events, programs and activities; marketing research, event management, sponsorship, and advertising firms; service providers, including information technology (IT) service providers for infrastructure, software, and development; and professional advisors, external auditors, legal advisors, finance consultants, and et cetera.

25. In relation to the disclosure of Personal Data to third parties for the purposes as stipulated in the paragraph above, We hereby guarantee that We will maintain the security and confidentiality of Your Personal Data that We disclose to these third parties. In addition:

a. We will only disclose relevant Personal Data to be disclosed to these third parties in accordance with the purpose of disclosure and We will not disclose your Personal Data without a confidentiality agreement between Us and the third party who receives the Personal Data;.
b. We and these third parties will comply with the standard data security and confidentiality under the prevailing laws and regulations of Your Personal Data that We disclose to these third parties.

26. Furthermore, for other purposes, in certain cases, We may be required to disclose Your Personal Data to institutions, agencies, institutes, bureaus, or government authorities based on applicable laws and regulations, warrants, decrees, judgment letters, or official letters in which case You hereby declare that You have given Us consent, permission, and authority to disclose Data to these parties.

D. ONBOARDING

When the User Account is successfully created, Users can access the DOKU Dashboard Platform to then start selling, open shops, transact, receive payments, use features/services, or simply access/visit the DOKU Dashboard Platform; or Users can do ACCOUNT VERIFICATION/ ACCOUNT ACTIVATION.

E. PAYMENT LINK

1. When the User creates a "Payment Link", the Users are asked to provide the following data, information, and description:

a. General Information

i. Customer Name
ii. Phone Number (Optional)
iii. Address of Customer (Optional)
iv. Order Type - Set Amount or Product
v. Order Type - Accept Any Amount
vi. Expiration Date Link
vii. Order Number (Optional)

b. Product Information

i. Name of Goods and/or Services
ii. Item Type: physical or digital, new or used condition
iii. Price/Fee
iv. Description
v. Stock
vi. Item Dimensions Description
vii. Shipping Description
viii. Pick-up Information
ix. Item Image

2. Payment Link features:

a. Custom Link;
b. Success Page Redirection;
c. Partial Payments;
d. Adjustable Item Quantity;
e. Attachments;
f. Customer Data Collection;
g. Custom Field & Custom Note.

3. Payment Link characteristics:

a. can only be used once, and will be inaccessible when it reaches its expiration date or upon a successful payment; or
b. can be used more than once and will be inaccessible when it reaches its expiration date or its use limit.

4. Additionally, the Users must review the Payment Link that they have prepared.

5. The Users represent and warrant that the INDEMNIFICATION AND RELEASE OF LIABILITIES CONCERNING THE PAYMENT LINK AND ELECTRONIC CATALOG (E-KATALOG) apply.

6. Users can use the Payment Link that has been prepared and shared with Customers via social media and/or other electronic media.

7. In the event that the Users have not conducted the ACCOUNT VERIFICATION/ACCOUNT ACTIVATION, the Company always encourages and grants User access to conduct ACCOUNT VERIFICATION/ACCOUNT ACTIVATION.

8. Users may receive the Settlement upon successful payment of a Payment Link transaction.

L. CHARGEBACK AND REFUND

The Parties agree to comply with terms and condition regarding Chargeback and Refund as follows:

1. Refutation means a reporting process that has the potential to become a Chargeback from the Customer to the issuer which shall be forwarded to the Acquirer ("Refutation").

2. The Parties shall coordinate to settle the Refutation and DOKU shall be entitled to request necessary information from the Merchant in relation with the settlement process and Merchant shall support the Refutation process.

3. DOKU has the right to submit documents related to the Refutation to the Acquirer, including but not limited to the details of the credit Card Transaction and log Transaction.

4. If requested, the Merchant shall submit documents related to the Refutation to the Acquirer, including but not limited to the statement letter of the Merchant of Refuted Transaction, delivery receipt, and product acceptance.

5. If Refutation is proven to become Chargeback:

a. in terms of Direct Merchant, Acquirer shall deduct the fund from the Merchant's account in the amount that will be credited again to the Customer's account as the result of the Chargeback; and/or

b. In terms of Aggregator Service, DOKU shall deduct funds to be credited to the Customer as the result of the Chargeback to the following Settlement for the Merchant. If the fund deposit in DOKU in the escrow account is not sufficient to be deducted, Merchant shall pay to DOKU in the amount that will be credited to the Customer as the result of the Chargeback within 7 (seven) Business Days after the notification of the Chargeback and the importance of the payment to DOKU or DOKU makes a deduction at the first opportunity as soon as the Settlement is available and/or collected in the Payment Channel of the Aggregator Service.

6. DOKU shall only process the request for Chargeback that comes from the Acquirer, and DOKU shall have the right to decline the request for the Chargeback which comes other than the Acquirer.

7. All forms of Chargeback from third parties shall not be the responsibility of DOKU.

8. Merchant shall be entitled to void the transaction of Customer if that transaction suspiciously has the potential to harm the Merchant in the future. The voidance information is submitted to DOKU in order to void such suspicious transactions. if the transaction is already running, the Refund process shall be conducted in accordance with the provision as set out in this Article.

9. With limitation related to Transactions that are suspected of violating the law, Fraud, suspicious, or violating the provisions of these General T&Cs and/or shall be adjusted to the respective Payment Method policies, provisions regarding Refunds may apply in accordance with the policies of the Merchant, that is:

a. Refund requests approved by the Merchant will be notified to DOKU. Notification to DOKU must include at least information regarding the Customer's name, email, contact number, Transaction ID, bank account details, and the amount to be returned;

b. DOKU will validate the Refund request.

10. Refunds for all Transactions shall only be made to Customers through a bank account.

11. For the avoidance of doubt, DOKU reserves the right to Refund the Customer at its sole discretion upon notice to the Merchant after the commencement of the Refund process and the Merchant warrants that DOKU's actions does not constitute a violation by DOKU and the Merchant will indemnify and release DOKU from and any losses and claims from the Sub-Merchant and/or the Customer at DOKU's discretion. The Merchant agrees to bear the refund amount.

12. In terms of Aggregator Service, Merchant hereby grant the approval to the DOKU to use the amount of Settlement to make Refund. If the amount of Settlement is not sufficient to deduct the Refund, the Merchant must pay the amount of Refund or such amount of the deduct within 7 (seven) Business Days to DOKU or DOKU makes a deduction at the first opportunity as soon as the Settlement is available and/or collected in the Payment Channel of the Aggregator Service.

13. DOKU will return the money to the Customer's bank account no later than 10 (ten) Business Days after the request from the Merchant is received clearly and correctly.

14. 15. DOKU shall not refund over the MDR and/or any other cost, only for the price of the Product.

16. Further terms concerning the Refund:

17. With regard to Paragraph (10) above, Refund terms:

a. For transaction using Card

i. will only be refunded to the original credit Card;

ii. will be done through the cancellation API or by instruction from Merchant via email.

ii. 18. Refund Service Fees are as shown in the table below. The Service Fees will be deducted by DOKU from the settlement amount. The fees below are excluding applicable VAT.

Refund Method	Refund Fee
Credit Card/Debit Card	1.5% on transaction amount (MDR will not return)

18. Chargeback Terms

a.. Chargebacks may be initiated for various reasons, including unauthorised transactions, fraudulent activities, or issues with the goods or services provided by the Merchant.

b.. DOKU will not initiate any Chargeback to the Purchaser without official instruction or authorisation from the Purchaser's Financial Institution and after senangPay has done the compliance review on the Merchant or the Transactions that may be involved in the dispute.

c.. The Chargeback process must also comply with the rules imposed by the Card Associations

d. . Chargeback timeline is between Forty Five (45) to Hundred Eighty (180) Calendar Days;

c.. The Merchant acknowledges that DOKU shall be entitled to, on an ongoing basis, closely monitor the Chargeback performance of the Merchant.

e. In the event DOKU discovers that the Merchant has breached and violated any of the terms and conditions of this Agreement and any procedures and requirements as may be stipulated by DOKU from time to time, DOKU is entitled at its sole and absolute discretion to effect an immediate deduction from the Bank Account or Merchant's other account with DOKU for the total amount of the Chargeback claimed. If the Banking Account or such other account with DOKU has insufficient funds, DOKU shall have full recourse to recover by exercising its right to set-off or by raising a claim on the Merchant or by any other means as DOKU shall deem fit, including, to deduct any sums from other Settlements or to Withhold amounts payable to the Merchant for Chargeback Withholds or similar purposes.

f. A Chargeback fee will be imposed on the Merchant should the Merchant proceed to contest a Chargeback claim.

19. Withhold Terms

a) DOKU, in its sole discretion, may place a Withhold on a portion of your Settlements in the event that we believe that there is a high level of risk associated with your business or any or all of your Transactions or for any reasons specified in this Agreement.

(b) DOKU's determination may be based on different factors and DOKU may rely on information it receives from Financial Institutions or any other third parties.

(c) If DOKU places a Withhold on a payment, the funds will appear as pending balance or withheld and the payment status will indicate the Withhold.

(d) If DOKU places a Withhold on your Settlements, we will provide you with notice specifying the terms of the Withhold. The terms may require that a certain percentage of your Settlements are held for a certain period of time and/or such other restrictions that senangPay determines in its sole discretion.

(e) DOKU may change the terms of the Withhold at any time by providing you with notice of the new terms.

(f) DOKU may hold a Withhold as long as it deems necessary, in its sole discretion, to mitigate any risks related to your Transactions. In such an event, DOKU may continue holding the payment until the matter is resolved pursuant to this Agreement.

(g) DOKU, in its sole discretion, may release the Withhold earlier under certain circumstances, for example when you upload tracking information of the item you shipped.

(h) If a Purchaser files a dispute, claim, Chargeback or Refund on a Settlement you received, DOKU may place a temporary Withhold on the funds due to you to cover the amount of the liability. If you win the dispute, DOKU will lift the temporary Withhold but if you lose the dispute, DOKU will offset the Withhold funds from your Settlement or Bank Account.

(i) You agree that you will remain liable for all obligations related to your Transactions even after the release of any Withhold.

(j) You hereby grant to senangPay a legal claim/lien to the funds held

M. TERMINATION

1. These Services are valid and legally binding as long as Users use DOKU Dashboard Platform, and shall be automatically renewed for every subsequent 1 (one) year onwards until either Party terminates these General T&Cs.

2. Based on its sole discretion, each Party has the right to terminate these General T&Cs unilaterally and immediately with a written notice to the other Party in the event of any of the following occurs:

a. failure or cancellation or revocation of a Party's business license by the government;

b. there is a Government's policy that prohibits the cooperation under these General T&Cs;

c. each Party conducts Default and does not immediately repair the Default in accordance with the warning letter from the non-defaulting Party as stipulated in the Default clauses in these General T&Cs.

d. each Party violates the provisions of applicable laws and regulations and/or is involved in criminal or civil cases that have an impact on its ability to implement these General T&Cs, including the entrance of one of the Parties into the supervision of regulators and/or law enforcement in Indonesia, such as but not limited to national blacklists;

e. each Party (i) is declared bankrupt by a permanent legal force court decision or files or in the course of suspension debt repayment obligations, (ii) dissolved/liquidated either of its own accord or at the request of the other party or under law; or

f. based on independent analysis conducted by DOKU for this cooperation, without the need to prove to any party:

i. (i) considered to cause damages/harm DOKU's reputation, goodwill, or integrity; or

ii. there is an allegation of Fraud and/or investigation carried out by DOKU to identify the Fraud Transaction, regardless of the evidence of the alleged Fraud;

iii. (ii) In the event the purpose and objectives, objects, and/or scope of cooperation as stipulated at the beginning of these General T&Cs are not longer aligned with DOKU's business activities and/or business strategy (including but not limited to business plans, market segmentation, business activities), financial conditions, and technical needs; or

iv. (iii) In the event where DOKU becomes aware that Merchant makes a change in the type of business which conflicted with/violate the norms of decency, norms of civility, applicable laws and regulations in DOKU's operating territory, including but not limited to the related banking regulation, or from Visa and/or Mastercard, Intellectual Property Rights, technology and information, telecommunications, or if DOKU become aware that the business activities that have been registered by Merchant are not in accordance with its actual performance.

g. the Service(s) are not utilized for 12 (twelve) consecutive months.

3. In connection with the termination of these General T&Cs as mentioned in the paragraph (2) of this Article, each Party must settle all liabilities arising out from these General T&Cs until the effective date of the termination at the latest 14 (fourteen) Business Days after the effective date of the termination of these General T&Cs. The Parties agree that the provision of Paragraph 3 of this Article, Section G, and Section N of these General T&Cs shall remain and prevail even after the termination of these General T&Cs.

4. The Parties hereby waive the arrangements in Article 1266 of the Civil Code to the extent that a court order or judgment is required for the termination of these General T&Cs and Article 1267 of the Civil Code to the extent that a court order is required in order to exercise the rights of each Party under Article 1267 of the Civil Code.

5. The Merchant shall immediately delete and destroy the Confidential Information (as defined in these General T&Cs Section P according to DOKU's notification to the Merchant. In the event the Merchant stores Confidential Information in a system/data center, the Merchant is obliged to immediately delete and destroy it so that the Confidential Information cannot be accessed, read, or re-appeared, in any form and storage system by the Merchant.

6. The Merchant understands that the Services in these General T&Cs can only be fully used if the Merchant fulfills the authority and competence, including ownership requirements, is duly established and validly existing under the laws of jurisdiction of incorporation, is legally capable to carry out legal actions and conduct business in DOKU's operating territory, and has all permits from the relevant authorities/regulators for its operational activities.

7. In relation to the above provisions, the Merchant understands that as long as the Merchant has not conducted "ACCOUNT VERIFICATION" and/or has all permits from the authorities/regulators regarding its operational activities, Transactions that the Merchant can make are limited to the trial/test mode within sandbox environment. The Merchant can fully conduct Transactions after the Merchant fulfills the authority and competency, has all permits from the authorities/regulators for their operational activities as required by the applicable laws and regulations, and submits to DOKU a copy of the document at the first opportunity marked with minutes of handover of the cooperation realization since the Merchant obtained the license(s).

8. You are not entitled to a refund of subscription fees paid by you for any cancellation or withdrawal of your application to be a Merchant after signup or pursuant to the termination of this Agreement by you or senangPay in accordance with the terms of this Agreement. All fees paid are considered earned by senangPay and are non- refundable for any reason whatsoever.

N. DEFAULT, COMPENSATION, INDEMNIFICATION AND RELEASE OF LIABILITIES

1. Defaults, as provided in these General T&Cs, shall means:

a. If a Party is proven committed to negative covenants under these General T&Cs intentionally or unintentionally/accidentally;

b. If any of the representations and warranties of a Party turns out to be incorrect, misleading, or falsified; or

c. If a Party is proven to have failed to perform its obligations under these General T&Cs intentionally or unintentionally/accidentally; or

d. If one of the Parties conducts its obligation in these General T&Cs, but not in accordance with the terms and conditions set out in these General T&Cs, including but not limited to delay in performing its obligations which were conducted intentionally or unintentionally.

(point (a), (b), (c), and (d) hereinafter shall be referred to as "Default").

2. In the event where a Party defaults, the non-defaulting Party may give a warning letter to the defaulting Party to immediately repair the action(s) of Default, by giving a period of 30 (thirty) calendar days to repair the actions of Default. However, if the defaulting Party after declared to be defaulting, but negligent to perform its obligations in accordance with these General T&Cs, the non-defaulting Party may terminate these General T&Cs by giving written notice to the defaulting Party in accordance with these General T&Cs without abolishing each obligation arisen prior to the Default until the effective date of the termination.

3. The defaulting Party hereby warrants to hold the non-defaulting Party and its directors, commissioners, officers, advisors and other related parties harmless from all demands/ lawsuits/claims/liabilities/obligations/losses/damages/ arising out of and hold responsible for any loss suffered by the non-defaulting Party or any third parties including committed by its employees and/or its sub-contractor(s).

4. The non-defaulting Party has the right to claim for direct compensation subject to fairness limits(excluding interest/incidental, consequential, or indirect gains), justifiable reasons for the defaulting Party concerning the Default. Exceptions to this provision apply to violations and/or claims/lawsuits/demands arising in connection with the Chargebacks and Refunds, Intellectual Property Rights, Confidentiality, and DOKU Personal Data.

5. In the event Merchant is the defaulting Party in Paragraph (3) of this Article, Merchant warrants that it understands and accepts all and every actions taken by DOKU to hold/restrict/suspend/block/termination the account or decline/reject all and every settlement that is the right of Merchant on this cooperation, including but not limited to the right to deduct or re-collect the Settlement that has been paid to the Merchant, in the event violation of representations and warranties or failure to perform the terms or any provisions of the Merchant in these General T&Cs. For the avoidance of doubt, the parties agree that DOKU's action in holding/restricting/suspending/blocking/terminating account, declining/rejecting settlement, /deducting/re-collecting settlement in this Article shall not be interpreted as the violations of these General T&Cs.

O. FORCE MAJEURE

1. Neither Party of these General T&Cs shall be responsible if it fails to perform its obligations under these General T&Cs due to the force majeure ("Force Majeure") which has direct material affect on the performance of the obligations of the Parties under these General T&Cs, including but not limited to natural disasters, pandemic or epidemic (epidemic of diseases), fire, riot, war/coup, disturbance and damages on server or telecommunications network which is not caused by the negligence of either party, electricity power outages which last long enough and unable to be backed up with generator set, failure of system including banking system, failure of the banking system/failure of bank institutions and non-bank financial services institutions in fulfilling their obligations to DOKU, and the policy of government.

2. In the event where one or more event of Force Majeure as mentioned in paragraph (1) of this Article occurred, the affected Parties shall notify in writing the other Party regarding the occurrence of the Force Majeure event no later than 5 (five) Business Days since the date of the occurrence of Force Majeure, to be settled amicably.

3. The events as mentioned in paragraph (1) of this Article may be used by the affected Party as the basis to extend the performance period of its obligation and, therefore, release the affected Party from any sanction for such delay and perform its mandatory obligation.

4. If the party who is affected by Force Majeure fails to notify the other Party within the specified period as mentioned in paragraph (2) of this Article, that Party shall be encumbered and responsible for the incurred losses, risks and consequences as the effect of the Force Majeure.

5. If the Force Majeure continuously prevents the performance of these General T&Cs up to the 6 (six) months since the occurrence of the Force Majeure event, the Parties shall have further negotiation to resolve it.

P. CONFIDENTIAL INFORMATION

1. The Parties agreed Confidential information means all data and information whether technically and commercially in any kind of form ("Confidential Information".

2. The Parties acknowledge that all Confidential Information of each Party to these General T&Cs are valuable. Each Party shall keep the confidentiality of the information and maintain the nature of the Confidential Information both in verbal and written which the Parties known to be confidential or naturally owned by a Party.

3. The Parties shall take all reasonable precautions to prevent any default in using, copying or transferring such Confidential Information and shall warrant to keep the original or copy of all documents or letters in any form for the purpose of documentation and shall maintain its confidentiality.

4. A party may only use or reproduce the Confidential Information of the other party for the purposes of performing its obligations or exercising its rights under these General T&Cs.

5. Any information in these General T&Cs shall not be construed as Confidential Information:

a. if such Confidential Information is publicly owned since it has been publicly disclosed by the Party owns such Confidential Information; or

b. if according to the applicable laws and regulations or by a court decision or arbitration, must be submitted to a third party and prior to submission of the Confidential Information, the Party receiving the Confidential Information must first inform the submission of Confidential Information in writing to the Confidential Information Provider.

6. If necessary, the Merchant shall deliver information regarding the Customer data to DOKU to subsequently deliver to the Acquirer subject to the approval from the Merchant, in which Merchant warrants that Merchant has obtained required consent from the Customers to obtain, use, processes, send the data of the Customers including to DOKU, Acquirer, and third parties required in accordance with the Services in these General T&Cs.

7. DOKU warrants the security of the data information of Customer and/or Transaction shall be in accordance with the prevailing Banking Service Standard which is the Payment Card Industry Data Security Standard (PCI-DSS) and ISO 27001, thereby establishing a reliable information system and .

8. This Confidential Information shall remain to prevail so far these General T&Cs have not been terminated and shall remain to bind the Merchant after these General T&Cs is terminated.

Q. CHOICE OF LAW AND DISPUTE RESOLUTION

1. The Parties hereto agree that these General T&Cs shall be subject to, governed by and construed under the laws of the Republic of Indonesia.

2. In the event of a dispute between the Parties hereto, the Parties hereto agree that such dispute shall be amicably settled between the Parties hereto. The disputing Party shall send written notice of the Dispute to the other Party. The notice shall contain all relevant details including the nature and extent of the dispute. Upon receipt of the notice, the parties must appoint at least one senior representative, who must, within 5 (five) Business Days from the date the other Party received the notice of the dispute, meet with each other, and attempt to resolve the dispute.

3. In the event that such amicable settlement cannot be reached within 30 (thirty) calendar days after the dispute arises, the Parties hereto agree to settle it through the South Jakarta District Court.

4. If the dispute is with an overseas Merchant, any dispute arising out of or in connection with these General T&Cs, including any question regarding its existence, validity, or termination, shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre ("SIAC") in accordance with the Arbitration Rules of the Singapore International Arbitration Centre ("SIAC Rules") for the time being in force, which rules are deemed to be incorporated by reference in this clause. The seat of the arbitration shall be Singapore, without prejudice to online and/or video-teleconferencing proceedings available under the SIAC Rules. The Tribunal shall consist of 1 (one) arbitrator. The language of the arbitration shall be English. The award thereof shall be final and binding on both Parties and judgment upon the award rendered by the arbitrator may be entered in any court having jurisdiction thereof.

5. The Parties hereto agree to continue to perform their obligations hereunder during the dispute settlement process.

R. INTELLECTUAL PROPERTY AND PROMOTION

1. Except expressly stated otherwise in these General T&Cs or agreed by the Parties in writing:

1. no Intellectual Property Rights of either Party will be granted or transferred in any way. (i) Users will not contest or aid in contesting the validity or ownership of any Intellectual Property Rights or take any action in derogation of the rights of DOKU therein, including, without limitation, applying to register any trademark, service mark, trade name or other designation that is identical or confusingly similar to any of Intellectual Property Rights of the Service; and (ii) the Service, platform, products, solutions, and features of DOKU Dashboard Platform shall be the property of, and remains the property of, DOKU.
2. all provided, submitted, and transferred-in data, information, and description from Users to DOKU shall be owned by DOKU , which shall include without limitation any data, information, and description with respect to the businesses, customers, operations, facilities, products, consumer markets, assets, and finances of Users, and
3. User's feedback in relation to performance and usage of DOKU Dashboard Platform, whether beta version or public-release version; and (ii) all data, information, and description created, generated, collected or processed by DOKU in the performance of its obligations under DOKU Dashboard Platform, including data processing input and output, and and product agreements; collectively shall "DOKU Data"; DOKU shall own all right, title, and interest in and to the DOKU Data.

2. DOKU grants the Users, a non-exclusive, non-sublicensable, non-transferrable, and may be modified or revoked by DOKU in writing at any time, license to use the Intellectual Property Rights in the Service, platform, products, solutions, and features of DOKU Dashboard Platform during the term of these General T&Cs to enable the Users usage thereof, until termination of these General T&Cs in accordance with the terms herein. Upon the termination of these General T&Cs the rights granted to the Users in this clause shall immediately terminate. This license expressly prohibits the Users from replicating, reproducing, copying, selling, licensing, reverse engineering, or otherwise taking any action which utilizes any portion of Service, platform, products, solutions, and features of DOKU Dashboard Platform.

3. During the term of these General T&Cs and also as long as it does not conflict with the applicable laws, each Party approves the other Party to carry out promotions for DOKU's Services through print media and other electronic media including the right to place names, logos, and Products provided by the Merchant in the promotional media, including but not limited to placements in bank and non-bank financial services institutions partners, Acquirers, issuers, vendors; for the purpose of performing this clause.

S. OTHERS

1. These General T&Cs constitute the entire agreement and understanding between the Parties regarding its subject matter and supersedes all prior and contemporaneous agreements, understandings, offers, and conditions, whether expressed or implied, oral or written, of any kind with respect to the subject matter hereof.

2. In the event where any part of these General T&Cs is invalid and/or unenforceable, such conditions shall not automatically revoke these General T&Cs and shall only revoke the invalid and/or unenforceable part.

3. These General T&Cs are binding upon and for the benefit of each Party, and/or their right and obligation replacement of each Party.

4. In the event where any failure, postponement, delay made by a Party in performing its rights and/or demanding another Party to perform its obligations, it shall not constitute as a waiver from such Party to perform its rights and demand the liabilities of another Party under these General T&Cs in the future.

5. Any document legally executed pursuant to these General T&Cs shall apply mutatis mutandis and shall form an integral part of these General T&Cs.

T. ETHICAL AI USE

1. Introduction of AI Services. DOKU may deploy artificial intelligence ("AI") and machine learning technologies, including but not limited to chatbots, automated customer support, Fraud Detection Systems, and other predictive or analytical tools (collectively, "AI Services"), to enhance, secure, and improve the user experience on the DOKU Dashboard Platform. These AI Services are intended to support and augment, not wholly replace, human judgment and customer support.

2. User Interaction with AI. Users acknowledge and agree that:

a. Non-Legal Advice: Any information, suggestions, or responses generated by DOKU's AI Services are for general informational and assistance purposes only. They do not constitute legal, financial, tax, or professional advice of any kind. Users should not rely on AI-generated content as a sole basis for making decisions and should seek consult with Users' respective legal advisors if desired or advice from qualified professionals.

b. Accuracy and Limitations: While DOKU strives for accuracy, AI-generated content may occasionally be incomplete, inaccurate, or not reflect the most current laws and regulations or DOKU policies. DOKU does not guarantee the absolute correctness, completeness, or reliability of outputs from its AI Services.

c. Human Oversight: Users retain the right and are encouraged to request escalation to a human customer support representative for complex, sensitive, or unresolved issues.

3. Data Processing by AI.

a. Purpose and Scope: User data, including but not limited to transaction data, query logs, and usage patterns, may be processed by AI Services to provide, maintain, develop, and protect the DOKU Dashboard Platform and its services. This includes purposes such as Fraud prevention, personalized support, service optimization, and compliance with legal obligations, as further detailed in the Privacy Policy and Section C (Account Registration & Verification) of these General T&Cs.

b. Anonymization and Aggregation: Where feasible and appropriate, DOKU will use anonymized or aggregated data to train and improve its AI models. Personal data, as defined in Section C, will be handled in strict accordance with our data protection commitments and applicable laws and regulations.

c. Third-Party AI Providers: DOKU may utilize AI technologies provided by third-party vendors. In such cases, DOKU will ensure through contractual agreements that such vendors adhere to data security and confidentiality standards consistent with this section and our overall obligations under these General T&Cs and applicable laws and regulations.

4. User Responsibilities and Prohibited Use. Users are strictly prohibited from:

a. Attempting to reverse engineer, misuse, or exploit DOKU's AI Services to extract underlying models, training data, or proprietary algorithms.

b. Using the AI Services to generate fraudulent, deceptive, abusive, illegal, or harmful content.

c. Relying on AI Services to automate decisions or actions that violate these General T&Cs, applicable laws and regulations, or the rights of any third party.

5. Transparency and Continuous Improvement. DOKU is committed to the responsible development and deployment of AI. We will:

a. Implement reasonable measures to test our AI Services for fairness, bias, and safety.

b. Provide mechanisms for users to report concerns or problematic outputs from AI interactions.

c. Continuously review and update our AI systems and this policy to align with evolving best practices and regulatory standards in the field of ethical AI.

Limitation of Liability. To the fullest extent permitted by law, DOKU, its directors, officers, employees, and affiliates shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising out of or relating to the use of or inability to use the AI Services, including but not limited to damages for loss of profits, data, or other intangibles, even if DOKU has been advised of the possibility of such damages. This limitation applies to all claims, whether based on warranty, contract, tort, or any other legal theory.

Amendment. DOKU reserves the right to modify this Ethical AI Use section and its AI Services at any time. Changes will be communicated in accordance with the amendment procedure outlined in the INTRODUCTION of these General T&Cs.