Terms and conditions

1.About Spesialis and these terms

Spesialis is a booking and payment system for scheduled services provided by professionals and businesses, at the customer's home or at their place. Spesialis does not provide those services and is not a party to the service agreement between the customer and the professional. These terms govern how customers, professionals, and business owners use Spesialis.

These terms apply to everyone who uses Spesialis; by signing in or creating an account you agree to them. Spesialis is operated by PT Spesialis Talenta Nusantara, Sukmajaya, Depok, registered as a private electronic system operator under number 023692.02/DJAI.PSE/06/2026.

2.Accounts

One person may use one account. You sign in with your Google account, and that Google account’s email becomes your Spesialis account email. Keep your Google account secure. If you suspect unauthorized use, contact us promptly through the Contact page.

You must provide accurate details and be legally able to enter into an agreement. If you are not, the account may only be used with the consent of a parent or guardian.

We recognize devices through a browser cookie. A customer device may be held temporarily for one account. A professional device stays linked to that account until released. A device owner may request a release for the Spesialis team to review. We may limit sign-ups when too many come from the same network in a short time.

3.Each party's role

Services are delivered by the professional, not by Spesialis. Services and prices are set by the professional; a business is the brand, venue, and team the professional works under.

Spesialis provides booking, payment, messaging, reviews, and complaint handling, and is responsible for those platform services.

4.Bookings and payment

Before you pay, the booking page shows the service, schedule, place, price, travel fee if any, app fee, and the amount due. A booking is binding once it is confirmed and paid through Spesialis.

Booking requests and payments have deadlines shown on the booking. A booking that is not answered or not paid by its deadline lapses.

Booking funds are processed through a payment provider. For marketplace bookings, the professional’s and business’s shares are credited after payment settlement and booking completion, including the resolution of any complaint. For a payment-link service that has started, shares are credited after the service is completed or closed by the system and the hold shown on the booking ends.

5.Rescheduling and cancellation

Customers reschedule from the booking page at no cost. An accepted booking can be moved at the customer's request as many times as the cancellation policy states, and the new time takes effect once the professional or their business approves it. If a reschedule is approved when cancelling would already carry a deduction, that booking's later cancellation deduction is never smaller than the deduction at that moment. If the professional or their business cannot make it, they may ask the customer to reschedule with a note on why. Before the deadline in the notice, the customer picks an open time that takes effect right away, agrees to move and picks a time later, keeps the original time so the professional must come, or cancels with the whole payment refunded including the app fee. Without a choice by that deadline, the original time stands. After agreeing to move, the old time is released and the booking becomes a time credit with no time limit that applies only to that booking and professional, not a balance or value usable elsewhere; the payment stays held and is not passed to the professional until the service is done. The customer can pick an open time or cancel with the whole payment refunded at any time, and if the professional can no longer serve it, the whole payment is refunded automatically.

Customers can cancel while that option is available. After payment, deductions may include the app fee, the refund transfer fee, and a share of the service price based on the timing and the policy for that booking. You see the deductions and refund amount before confirming cancellation. There is no fee for cancellation before payment.

If the professional or business cancels, declines, or does not answer a booking that has been paid, the customer cancels after the professional or their business asked to reschedule, the professional can no longer serve a booking waiting for a new time, or the service does not start by its end time and is not rescheduled within the limit in the notice, the whole payment including the app fee is refunded, free of charge, to the wallet or bank account in your name that you choose on the Refunds page. If the customer cancels, the cancellation fee is not returned. A booking paid through a professional's payment link, including without an account using the email given for its receipt, is a direct transaction with that professional: its cancellation, refund, and rescheduling are handled directly with the professional, under the rules for that transaction. If a payment-link service has never started, Spesialis may handle a complaint or refund according to the booking status.

6.Service delivery

The professional or their business marks a service as started and completed with the evidence the app asks for, a photo or location. That evidence is used to close the booking and to handle complaints.

Customers must be present and reachable at the scheduled time. If the customer is absent after the waiting time shown on the booking, the professional can report it with evidence, and the booking is handled under the applicable cancellation terms.

7.Complaints and refunds

Submit marketplace complaints from your booking during the complaint window shown there. Funds stay on hold while the complaint is reviewed. If the in-booking complaint option has closed, you may still raise a concern through the Contact page.

For complaints other than safety, harassment, or fraud, the professional or their business may first offer a refund within the time shown on the booking. If you accept the offer, the complaint is settled by agreement and the refund is sent like any other refund. If you decline, do not answer in time, or no offer is made, the Spesialis team decides the complaint based on the statements received and the booking evidence. The percentage and amount returned are shown on the booking. A refund from a complaint, a team decision, or an appeal covers the service price and transport; the app fee is not returned, except when the professional did not show up or there was a safety problem, which returns the app fee in the same proportion. Direct offers are only available when you and the professional both have a history of bookings completed without problems and no refund has happened between you before; other complaints, including while refunds are being limited, are decided by the Spesialis team. Accepting an offer does not remove your other rights under consumer protection law.

The recorded refund amount is sent without any further deduction to the wallet or bank account in your name that you choose on the Refunds page. It may wait for payment settlement, a hold period, or a review of the refund destination. Check its status on the Refunds page. Any remaining Spesialis balance from earlier refunds or top-ups is sent back to you the same way. Other account balance, such as referral rewards, is sent automatically to a payout account in your name under the terms shown on the Balance page; when you close your account, a balance that reaches the smallest payout is sent free of charge, and only a balance below it is forfeited, and only if you agree to it on the Close account page after seeing the amount. This does not reduce your right to compensation under consumer protection law.

Every case decided by the Spesialis team has a case file. You, the professional, and their business may each send one written account with photos before the statement deadline shown on the booking, read the other side's statement without their name and contact details, and reply once. The team decides after that deadline or once both sides have sent their statements, whichever comes first, based on those statements and the booking record (schedule, payment, start and finish evidence, reschedules, cancellations, resolution offers, and messages). Safety complaints may be decided earlier.

Each side may file one appeal against the team's decision within the appeal deadline shown in the decision notice, with a reason and new evidence. The appeal is decided by another team member, and the appeal decision is final on Spesialis. During the appeal period the professional's and business's share that has not been released stays on hold; refunds to the customer are not held and are not taken back because of an appeal. An appeal may increase the refund from the share still on hold, or cancel the professional's fault record, pause, and fee. Decisions that come from a resolution offer you accepted and automatic refunds for bookings that never started cannot be appealed. These terms do not limit your right to pursue dispute resolution under consumer protection law.

8.For professionals and businesses

Revenue share and contract terms with a business are shown in full before you agree, your share is shown on every booking, and every booking keeps the terms that applied when it was made.

Earnings reach your balance after the complaint period ends, or for a payment link after you mark the service done or its end time passes, and the booking's funds reach Spesialis from the payment provider, and, once your identity verification is approved, are sent automatically to a bank account in your own name as on your ID card, whenever a booking is released or once a day as you choose, less the transfer fee shown on the Earnings page; a balance below the smallest payout after the fee waits to be combined. A business balance is sent to an account in the business owner's name.

You are responsible for the services you deliver and must hold any licence, certificate, or competence the law requires for them. Services must not be advertised with claims of curing illness, and procedures that by law only licensed health workers may perform must not be offered without that licence. Home visits are shown and can be booked only after your identity verification is approved.

Cancellations by the professional or their business, requests again left unanswered, upheld no-show complaints, and bookings refunded because they were not started or rescheduled can temporarily pause new bookings; repeated faults within the counting period lengthen the pause in tiers, and at the highest tier the account may be frozen after review by the Spesialis team. You can raise an objection to a pause with the Spesialis team.

When the customer gets their payment back because of the professional (the platform fee only comes back when the professional did not show up or there was a safety problem), that is the professional cancels a paid booking, the booking is not started, a complaint is decided as the professional's fault, or a customer-absent report proves wrong, you bear a fault fee equal to Spesialis's loss on that booking: the platform fee refunded, the payment cost, and the refund transfer cost, less the commission Spesialis still keeps, up to the fee limit per booking. For bookings under a business contract, the fee is split between you and the business by that booking's revenue share. The fee is taken from your balance; what it cannot cover becomes a debt taken from your next booking shares, and while you owe, your balance is not paid out and your account cannot be closed. Asking to reschedule does not release you, whatever the reason: a customer who cancels on that request charges you that fee with a pause and a fault on record, exactly as if you cancelled yourself, and a customer who keeps the time requires you to come. A customer who agreed to move holds a time you owe, with no time limit; meanwhile your account cannot be closed, and if the customer cancels it or you can no longer serve it (page not published or business contract ended), you are charged that fee without a pause. Refusing on site for safety and a business cancelling for a closure date are not charged. A direct resolution offer you send that the customer accepts does not count as a fault, is not charged, and does not pause you, except for a no-show complaint. You can dispute a fee through the booking's case; a wrong fee is reversed and what was taken is returned to your balance. You may settle a fault fee debt yourself from the Fault fees page through Spesialis's payment provider. While a pause is in effect, the payment includes a non-refundable reinstatement fee, and once it is paid you receive bookings again right away; this is available once per counting period, not for a top-tier pause, a frozen account, a revoked verification, or while a ticket is active, and it does not remove the fault from the count for later pauses. Any overpayment goes to your balance.

9.Referral program

Every account has one referral code, activated on the Invite and rewards page, that works for three programs. Referring a professional: you earn a share of Spesialis’s commission on completed marketplace bookings by a new professional who signs up with your code, for the referral period. Sharing a profile: a professional or their business owner may switch on a reward for referrers who bring a customer who has never booked that professional; the reward is taken from the professional’s and business’s share of that customer’s bookings, for the referral period of that customer and professional. Inviting a friend: you earn a one-time reward for each friend who has never booked, after a set number of their bookings finish without an issue, subject to a monthly cap on rewards; the friend receives no discount.

The rates, periods, and caps in force are shown on the Invite and rewards page and on the referral program pages, and the ones that apply to a referral are those shown when that referral is locked. Rewards are counted only on completed marketplace bookings and arise when that booking’s funds are released after its complaint window; cancelled or fully refunded bookings and pay-link bookings earn no reward. Rewards go to the account balance and are sent under the balance terms. A reward for referring a professional reaches the balance only after the referrer’s identity verification is approved and is forfeited if the account is closed before then. A reward for sharing a profile is paid only if, when the funds are released, the referrer is verified, their referral program is not frozen, and they are not a party to that booking; otherwise that share stays with the professional and their business.

You must not refer yourself or use another account linked to you, for example an account on the same device, to obtain rewards; rewards between linked accounts are withheld. The Spesialis team may freeze the referral program of an account that breaks these rules after telling its owner why, and rewards arising during the freeze are not paid later. If you are a professional or business owner who switches on profile-sharing rewards, you agree that the reward is deducted from your share of the booking concerned at the rate you set.

10.Reviews, messages, and prohibited use

Reviews can only be written by customers for completed bookings and must be honest and based on their own experience. Messages are only available between the parties to a booking and can be read by the Spesialis team to handle problems.

You must not use Spesialis for anything unlawful, fraudulent, or abusive, to give false information, to interfere with the system, or to move payment for a Spesialis booking off the platform. You must also not refer yourself through another account to earn referral rewards. Accounts in breach may be restricted after the owner is told why, for example paused from taking bookings, having photos taken down, or having referral rewards suspended. Referral rewards are only credited to the balance once the referrer's identity verification is approved.

You may not offer or book through Spesialis: sexual services, prostitution, and pornography; narcotics, psychotropics, and prescription-only drugs without a prescription; gambling; weapons; abortion; counterfeit goods or documents; medical or invasive procedures without a health worker licence; or promises to cure disease. Text with banned terms is rejected when saved, and text that needs review gets a warning and is checked by the Spesialis team.

Violations can lead to text or photos being removed, pages being unpublished, accounts being frozen, and balance payouts being held during review. Unlawful content we learn of, including through user reports, is removed within the deadline the law requires. On a lawful request from law enforcement, we may hand over related account and transaction data.

11.Responsibility

Professionals and their businesses are responsible for the quality and safety of their services. Spesialis is responsible for operating the platform, including the payment and complaint handling it is required to provide.

Nothing on this page removes or limits rights that cannot be waived by law, including consumer rights.

Statements on profiles and services, including photos, licences, and certificates, are made by the professional or business itself. Spesialis verifies the identity of account owners but does not guarantee professional licences or service quality. Spesialis is not responsible for agreements, payments, or services made outside Spesialis.

12.Changes to these terms

Changes to these terms are announced on this page before they take effect, and existing account holders are told in the app until they mark the terms as read. Bookings already made continue under the terms in force when they were made.

If you disagree with a change, you may stop using Spesialis and request closure from your Account page. Closure waits for outstanding agreements, bookings, refunds, and balances to be resolved. Professional and business pages are removed and their usernames cannot be reused. Closure is permanent. The email and verified NIK associated with a closed account cannot be used to sign up or apply for verification again.

13.Raising a concern and governing law

Concerns are sent through the Contact page and we first try to settle them amicably. These terms are governed by the laws of the Republic of Indonesia, and you keep the right to use the consumer dispute channels the law provides.