Refund Policy

CCTV Guard AI Refund Policy

Last updated: April 9, 2026

PT Indo Smart Media wants to ensure your satisfaction when using CCTV Guard AI services. Below is our transparent and fair refund policy.

1. Subscription Refund Policy

a. Refund Period

• Refund requests can be submitted within the first 7 days after subscription payment
• Refunds are processed at 100% of the amount paid if eligible

b. Refund Conditions

Refunds may be approved if:

• Request is submitted within 7 days of payment
• Service has not been actively used (less than 48 hours of monitoring time)
• No violation of Terms & Conditions
• Account is in active status and not suspended

c. Non-Eligible Conditions

Refunds are not applicable for:

• Requests after 7 days from payment date
• Accounts that have used active monitoring services for more than 48 hours
• Tunnel device costs (hardware is non-refundable unless factory defective)
• Accounts suspended due to terms violation
• Losses due to user misconfiguration

2. Request Process

1. Contact Support: Send an email to rizal.ihsan@indosmartmedia.com or WhatsApp to 08119629391 with subject "Refund Request"
2. Required Information: Full name, registered email, payment date, and reason for refund
3. Review: Our team will review the request within 1-3 business days
4. Decision: You will receive approval or rejection notification via email
5. Disbursement: If approved, funds will be returned within 5-14 business days to the same payment method

3. Tunnel Device Returns

• Factory-defective tunnel devices (ESP32/Raspberry Pi) can be returned within 14 days of receipt
• Devices must be in original condition with complete packaging
• Return shipping costs are borne by the buyer
• Replacement or refund will be processed after device is received and verified

4. Add-ons and Plan Changes

• Add-ons: Price difference is calculated pro-rata based on remaining days of active subscription with locked prices
• Downgrade: Takes effect in the next subscription period, no pro-rata refund for current period
• Plan changes can be made through the account dashboard or by contacting support

5. Subscription Cancellation

• You can cancel your subscription at any time through the dashboard
• Service remains active until the end of the paid subscription period
• No cancellation fees or penalties
• Account data will be stored for 30 days after the active period ends

6. Policy Changes

PT Indo Smart Media reserves the right to modify this refund policy with 30 days prior notice. Changes are not retroactively applied to existing transactions.

7. Contact Us

For questions or refund requests:

• PT Indo Smart Media
• Address: Jl Crusher No. 26 Kota Bandung
• Phone / WhatsApp: 08119629391
• Email: rizal.ihsan@indosmartmedia.com
• Business Hours: Monday - Friday, 09:00 - 17:00 WIB (GMT+7)