Last updated: April 17, 2026
This Refund & Cancellation Policy applies to all purchases, sales, and services conducted through the Pokope platform operated by PT Pokope Solusi Edukasi ("Pokope", "PSE", "we"). By using our platform, you agree to the terms outlined below.
All monetary amounts referenced in this policy are in Indonesian Rupiah (IDR)unless otherwise stated.
You may cancel a marketplace order within 15 minutes of placing it, provided payment has not yet been captured or the order has not entered the fulfillment process. After this window, cancellation is no longer available through the platform.
Navigate to My Transactions → Purchases, select the order, and tap "Cancel Order" if the cancellation button is still active. A live countdown timer shows the remaining cancellation window.
Orders that have passed the 15-minute window or have already been processed cannot be cancelled through the app. Please contact our support team at [email protected] for exceptional circumstances.
If you cancel an order within the cancellation window and payment was already captured, a full refund will be processed to your original payment method. Refund processing times depend on your payment provider (typically 3–14 business days).
If a payment fails or is declined, no charge is applied and the order is automatically cancelled. Reserved inventory is released back to the marketplace.
If you receive a card (via physical delivery) that materially differs from the listing description — including condition, grading, or authenticity — you may file a dispute within 7 calendar days of receiving the item. Disputes are reviewed by our operations team. If the claim is upheld, you will receive a full refund or replacement at our discretion.
Cards held in the Pokope vault are not eligible for refund as a purchase reversal. However, you may:
PSE buyback quotes are valid for a limited time (shown on the quote). Once a quote expires, you must request a new one. Accepted quotes are final and cannot be reversed. The buyback price is determined by PSE and may differ from the original purchase price or current market estimate.
If a card is damaged during physical delivery, you must report the damage within 48 hours of receipt with photographic evidence. Claims are reviewed by our operations team. Approved claims may result in a refund, replacement, or insurance payout (if you have active card insurance).
If a delivery is lost in transit, we will work with the shipping provider to locate the package. If the package cannot be recovered within 30 days, we will process a refund or insurance claim as applicable.
Auction purchases are processed through our escrow system. Funds are held until the buyer confirms receipt and satisfaction. If the item does not match the listing or fails verification, the escrow is reversed and the buyer receives a full refund.
Seller payouts from auction sales are subject to commission deduction and admin approval. Payouts are processed manually and may take 3–7 business days after admin approval. Commission rates are tiered based on sale price (see our Terms & Conditions for details).
If you have active card insurance and experience a covered event (damage, theft, or loss while in vault custody), you may file a claim through the platform. Claim review typically takes 5–10 business days. Approved claim amounts are determined based on your insurance tier and the card's assessed value at the time of the event.
Insurance claims are separate from refund requests. Filing an insurance claim does not constitute a refund of the original purchase price.
Payout requests for wallet balances (from buyback proceeds, auction sales, or other credits) require admin approval. Pokope does not automatically disburse funds. Approved payouts are processed to your registered bank account. Processing time is typically 3–7 business days after approval.
Rejected payout requests will have the funds returned to your Pokope wallet balance with an explanation.
We aim to respond to all refund requests within 3 business days.
This policy is subject to Law No. 8 of 1999 concerning Consumer Protection(UU Perlindungan Konsumen) of the Republic of Indonesia. Nothing in this policy limits your rights under applicable consumer protection laws.
For unresolved disputes, you may contact the Badan Penyelesaian Sengketa Konsumen (BPSK) in your jurisdiction.
We may update this Refund & Cancellation Policy from time to time. Material changes will be communicated through the platform or via email. Continued use of the platform after changes constitutes acceptance of the updated policy.
For questions about this policy or to submit a refund request:
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