CCTV Guard AI Refund Policy
Last updated: 6 August 2026
PT Indo Smart Media wants to ensure your satisfaction with CCTV Guard AI. Below is our transparent and fair refund policy.
1. Subscription Refunds
a. Refund Period
- Refund requests may be submitted within the first 7 days after subscription payment
- Refunds are processed at 100% of the amount paid if requirements are met
- Because all our prices already include 11% VAT, the refunded amount is exactly what you actually paid
b. Refund Requirements
A refund may be approved if:
- The request is submitted within 7 days of payment
- The service has not been actively used (less than 48 hours of monitoring)
- There is no violation of the Terms & Conditions
- The account is active and not suspended
c. Conditions Not Eligible
Refunds do not apply to:
- Requests made more than 7 days after the payment date
- Accounts that have used active monitoring for more than 48 hours
- Tunnel Box costs (see the Buy Back and Manufacturing Defect sections below)
- Accounts suspended for terms violations
- Losses caused by user configuration errors
2. How to Apply
- Contact Support: Email rizal.ihsan@indosmartmedia.com or WhatsApp 08119629391 with the subject "Refund Request"
- Required Information: Full name, registered email, payment date, and reason for the refund
- Review: Our team reviews requests within 1-3 business days
- Decision: You will receive an approval or rejection notice by email
- Disbursement: If approved, funds are returned within 5-14 business days to the same payment method
3. Tunnel Box Buy Back Programme
Distinct from a refund, Buy Back is a programme where we purchase your Tunnel Box back whenever you no longer need it — with no 14-day time limit.
a. How the Buy Back Price Is Calculated
- The base is your device purchase price
- Less 5% depreciation per month of ownership, capped at 70%
- Less a further condition deduction assessed at inspection
| Device Condition | Additional Deduction |
|---|---|
| Good — works normally, physically clean | 0% |
| Fair — works, minor physical defects | 10% |
| Damaged — does not work normally | 25% |
Example: A Raspberry Pi Tunnel Box bought at Rp 800,000, owned for 6 months, in good condition → 30% depreciation (Rp 240,000) → buy back price Rp 560,000.
b. How to Apply
- Open the app → Buy Back menu
- Select the device you want to sell back and choose its condition
- The price estimate is shown immediately before you submit the request
- Choose the disbursement method: account credit (usable toward subscription payments) or bank transfer
- Our team verifies the device condition, then approves or adjusts the assessment
- Once approved and the device is received, the funds or credit are disbursed
c. Terms
- The in-app estimate is provisional — the final price is determined after physical inspection
- The device must be shipped to us; shipping costs are borne by the User
- Account credit cannot be cashed out but may be used toward future subscription payments
- Devices already bought back cannot be reclaimed
4. Manufacturing Defects
- A Tunnel Box with a manufacturing defect may be returned within 14 days of receipt, for replacement or full refund
- The device must be in original condition with complete packaging
- For manufacturing defect claims, return shipping is borne by us
- Replacement or refund is processed after the device is received and verified
5. Plan Changes
- Add-ons: The cost difference is prorated based on remaining days of the active subscription, using the price locked to your subscription
- Adding cameras: Flat rate of Rp 100,000 per camera per month, prorated for the remaining period
- Downgrade: Takes effect in the next subscription period; no prorated refund for the current period
- Plan changes can be made through the app or by contacting support
6. Subscription Cancellation
- You may cancel your subscription at any time through the app
- The service remains active until the end of the paid subscription period
- There are no cancellation fees or penalties
- Account data is retained for 30 days after the active period ends
- Download any evidence you need before cancelling — once the retention period passes, files cannot be recovered
7. Policy Changes
PT Indo Smart Media reserves the right to change this refund policy with 30 days' notice. Changes do not apply retroactively to transactions that have already occurred.
8. 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
- Operating Hours: Monday - Friday, 09:00 - 17:00 WIB