Refunds
How much comes back, where it is sent, when it arrives, and why it is sometimes reviewed first.
How much comes back
The amount depends on why the refund happens:
- The professional or business cancels, declines, does not answer, or never starts the service: your whole payment, including the app fee.
- You cancel yourself: the service price and travel minus the timing charge. The app fee is not refunded, and a Rp3,000 transfer fee is deducted.
- A complaint decision: the share of the service price and travel set by the decision. The app fee is refunded only when the professional did not show up or there was a safety issue.
Where the money is sent
Refunds go to the wallet (DANA, OVO, GoPay, or ShopeePay) or bank account you choose on the Refunds page. The destination must be in your own name.
Set a refund destinationWhen it arrives
When the professional, business, or Spesialis cancels, the refund is sent as soon as possible.
When you cancel yourself, or the refund comes from a complaint decision, the money is sent no sooner than 24 hours after it is recorded and after the payment provider has settled your payment.
The earliest and latest dates are shown on the booking page and on the Refunds page.
Refunds that are reviewed first
Large refunds, or refunds to a destination that was just changed, are reviewed by the Spesialis team before they are sent. This stops your money being diverted by someone else who got into your account.
A destination in someone else’s name
The wallet or account holder’s name is matched against your name and the payer’s name. If they differ, the refund is held until the Spesialis team reviews it. Use a destination in your own name to avoid the delay.
Paying after a booking lapsed
Money that arrives after a booking lapsed or you withdrew it is refunded without the app fee, after the Spesialis team reviews it. If the professional or Spesialis ended the booking, it is refunded in full.
Bookings paid through a pay link
A pay link is a direct transaction with the professional, so refunds are arranged with them. If the service never started, complaints and refunds can be handled through Spesialis.
Questions and answers
When does my refund arrive?
As soon as possible when the professional or Spesialis cancels. When you cancel, or the refund comes from a complaint, no sooner than 24 hours after it is recorded and after the payment provider has settled your payment. The dates are shown on the Refunds page.
Where is my refund sent?
To the wallet (DANA, OVO, GoPay, ShopeePay) or bank account in your name that you choose on the Refunds page.
Can my refund go to someone else’s account?
The refund destination must be in your own name. A destination with a different name is held and reviewed by the Spesialis team first, so the refund takes longer.
Do I get the app fee back?
Yes when the professional or business cancels, does not show up, or there is a safety issue. No when you cancel yourself, or the complaint is about something else.