FelloPay

Terms and Conditions

Terms and Conditions Fellopay

Updated January 21, 2025

Definitions

In these Terms and Conditions, the following terms shall have the meanings assigned to them:

PT Jatelindo Perkasa Abadi (Jatelindo): A licensed payment service provider authorized by Bank Indonesia.
Anti-Money Laundering and Counter-Terrorism Financing (AML and CTF): The implementation of efforts to prevent and combat money laundering and terrorism financing as regulated by applicable laws and regulations.
Transaction Fee: Fees charged by Jatelindo to Merchants for each successful transaction.
Customer Care Fellopay: A complaint handling and resolution service provided by Jatelindo, accessible via phone, email, and/or other media.
Data: Any form of data, information, and/or documents collected by Jatelindo for the use of Fellopay services.
Fraud: Acts intended to deceive, defraud, and/or manipulate transactions through Fellopay, resulting in losses for Jatelindo, Merchants, Payment Instrument Providers, and/or Users.
Fellopay: A payment service provided by Jatelindo to facilitate Merchants in accepting payments using various Payment Instruments from Users.
Business Days: Any day other than Saturday, Sunday, and national holidays, during which banks conduct their operational activities.
Payment Instrument: Any payment tool, including but not limited to electronic money, used by Users to make payments to Merchants through Fellopay.
Transaction Report: A reconciliation result report containing data on successful transactions provided by Jatelindo to Merchants.
Know Your Customer (KYC): A principle of knowing service users, carried out to verify the identity of service users, monitor their transaction activities, and report suspicious transactions as stipulated by applicable laws and regulations.
Merchant: A provider of goods/services that has partnered with Jatelindo to accept payments from Users via Fellopay.
Fund Disbursement: The process of disbursing funds by Jatelindo to Merchants for successful transactions.
User: A party who makes payments to a Merchant using a Payment Instrument through Fellopay.
Payment Instrument Provider: A party that has partnered with Jatelindo to provide Payment Instruments through Fellopay.
Refund: The process of returning funds for failed and/or canceled transactions.
Reconciliation: The process of matching transaction data recorded in the Fellopay system with transaction data recorded by the Payment Instrument Provider.
Standardized National Open API Payment (SNAP): The national standard for open API payments as established by Bank Indonesia.
Transaction: The payment process performed by a User to a Merchant using a Payment Instrument through Fellopay.
Merchant Web: A web platform provided by Jatelindo to Merchants for monitoring transactions.

Services

The services provided by Fellopay include:

Provision of various Payment Instruments to Merchants.
Displaying Payment Instrument balance information based on User consent.
Forwarding transaction data.
Performing Reconciliation.
Conducting Fund Disbursement to Merchants.

Service Benefits

Fellopay services aim to simplify payment acceptance for Merchants by enabling them to receive payments using various Payment Instruments from Users.
Display Payment Instrument balance information based on User consent, allowing Users to view the balance of their Payment Instruments for transaction purposes.

Rights And Obligations

Jatelindo’s Rights in Using Fellopay Services:
- Charge Transaction Fees to Merchants for each successful transaction.
- Conduct KYC activities for all Merchants.
- Refuse or terminate cooperation with a Merchant.
- Suspend or close Fellopay service access for a Merchant.
- Request Data from Merchants.
Jatelindo’s Obligations in Using Fellopay Services:
- Perform Reconciliation.
- Conduct Fund Disbursement.
- Provide Transaction Reports.
- Ensure the security and reliability of the Fellopay system.
- Uphold consumer protection principles in accordance with applicable laws and regulations.
- Maintain confidentiality and protection of Data, including but not limited to personal data, as stipulated by applicable laws and regulations.
- Apply AML and CTF principles in accordance with applicable laws and regulations.
- Undertake prevention, monitoring, and handling of Fraud.
- Provide access to the Merchant Web for Merchants.
- Offer Fellopay Customer Care services.
Merchant’s Rights in Using Fellopay Services:
- Receive Transaction Reports.
- Receive Fund Disbursements.
- Gain access to the Merchant Web.
Merchant’s Obligations in Using Fellopay Services:

- Pay Transaction Fees.
- Ensure the security and reliability of their own system.
- Uphold consumer protection principles in accordance with applicable laws and regulations.
- Maintain confidentiality and protection of Data, including but not limited to personal data, as stipulated by applicable laws and regulations.
- Apply AML and CTF principles in accordance with applicable laws and regulations.
- Provide Data to Jatelindo.
- Offer complaint handling services to Users.
- Undertake prevention, monitoring, and handling of Fraud.
- Utilize access to the Merchant Web provided by Jatelindo.

Merchant Registration And Partnership

In the process of registration and partnership, Jatelindo reserves the right to request relevant data, including but not limited to legal documents, from Merchants for the purpose of conducting KYC activities, data updates, and/or other activities as stipulated by Jatelindo in accordance with applicable laws and regulations.
Merchants are required to provide accurate and truthful data to Jatelindo as stipulated by Jatelindo and in compliance with applicable laws and regulations.
Jatelindo reserves the right to request additional relevant data from Merchants if deemed necessary, as determined by Jatelindo in accordance with applicable laws and regulations.
During KYC, data updates, and/or other processes, Jatelindo has the right to identify and verify the data provided by Merchants and may conduct face-to-face meetings with Merchants.
Jatelindo reserves the right to reject the registration and partnership process with Merchants, including but not limited to cases where:
- The Merchant fails to provide accurate and truthful data as required by Jatelindo in compliance with applicable laws and regulations.
- It is prohibited under applicable laws and regulations; and/or
- The Merchant’s business activities are reasonably suspected to be involved in money laundering, terrorism financing, and/or other activities that violate applicable laws and regulations.
Jatelindo reserves the right to terminate cooperation with Merchants, including but not limited to cases where:

- The Merchant provides inaccurate or false data as required by Jatelindo in compliance with applicable laws and regulations.
- The Merchant’s business activities are reasonably suspected to involve money laundering, terrorism financing, and/or other activities that violate applicable laws and regulations.
- The Merchant violates part or all of the provisions in these Terms and Conditions and/or agreements; and/or
- A written order from the competent authority is issued.

SNAP

In using Fellopay, Merchants must implement SNAP as stipulated by Bank Indonesia.

Transaction Reporting and Fund Transfers

Jatelindo provides transaction reports on the next business day (T+1) after the transaction date.
Jatelindo transfers funds based on the transaction reports.
The timeline for Jatelindo’s fund transfers to Merchants is as follows:

Payment Instrumen	Fund Transfer Timeline
Electronic Money	T+2 Business Day

Jatelindo processes fund transfers after deducting transaction fees.

TRANSACTION FEES

Payment Instrumen	Transaction Fee
Electronic Money	1,5% or IDR 2,500,-

Service Access Termination

Jatelindo reserves the right to terminate Fellopay access for Merchants under the following conditions:

Transactions are reasonably suspected of involving fraud.
Transactions are reasonably suspected of involving money laundering, terrorism financing, and/or violating applicable laws and regulations; and/or
Transactions are deemed by Jatelindo to potentially harm Jatelindo, the Merchant, Payment Instrument Providers, and/or Users.

Transaction Cancellation and Refunds

Requests for transaction cancellations must be submitted by Merchants to Jatelindo no later than 14 (fourteen) days from the transaction date.
Transaction cancellations can only proceed after obtaining approval from Jatelindo, the Merchant, and the Payment Instrument Provider.
Refunds for cancelled transactions are processed by Jatelindo through the Payment Instrument Provider.
If a transaction cancellation occurs after funds have been transferred, the Merchant must return the full amount of the cancellation to Jatelindo.

Risks

Merchants must inform Users to ensure the accuracy and/or validity of transactions before they are processed. Jatelindo is not liable for any losses arising from errors and/or negligence by Users during transactions.
In the event of transaction failures due to disruptions on the part of the Merchant, Fellopay, and/or the Payment Instrument Provider, Users may contact the complaint service provided by the Merchant for escalation to Fellopay Customer Care.

Data Protection

Jatelindo may collect relevant data for various purposes, including but not limited to KYC, data updates, and/or other activities as stipulated by Jatelindo in accordance with applicable laws and regulations.
Jatelindo may collect relevant data during partnership initiation, data updates, and/or other activities.
Jatelindo may process and analyze collected data for purposes including:
a. Measuring performance and service satisfaction levels.
b. Enhancing service quality.
c. Providing information, including but not limited to marketing and/or promotional information.
d. Detecting, handling, and monitoring potentially fraudulent transactions.
e. Preventing, detecting, and monitoring activities suspected of money laundering, terrorism financing, and/or violations of applicable laws.
f. Providing technical and operational support for Fellopay services.
g. Other purposes as determined by Jatelindo in compliance with applicable laws.
Jatelindo may retain data as necessary to fulfill stipulated purposes under applicable laws and regulations.
Jatelindo may disclose data to affiliates, partners, and authorities as required.
Jatelindo may periodically request data updates from Merchants.
Jatelindo may delete data if the retention period expires or upon Merchant’s request.

Limitation Of Liability

Merchants agree to indemnify Jatelindo against indirect losses, including lost opportunities, revenue, or profits, and immaterial damages caused by Merchant or User errors.
Merchants agree to indemnify Jatelindo for claims if Fellopay services are disrupted by events beyond Jatelindo’s control, such as natural disasters or system failures.

Intellectual Property Rights

All Fellopay systems, including layouts, designs, logos, trademarks, and related materials, are the sole intellectual property of Jatelindo.
Merchants and third parties are prohibited from using Jatelindo’s intellectual property without prior written consent.

Governing Law and Dispute Resolution

These Terms and Conditions are governed by the laws of the Republic of Indonesia.
Disputes related to Fellopay services will be resolved amicably.
Unresolved disputes will be settled in the South Jakarta District Court.

Customer Care

For questions or complaints about Fellopay, contact:

Email: support@fellopay.id
Phone: 021–720.4923
WhatsApp: +6281-1882-2249

Customer Care operates 24/7.

Miscellaneous

By agreeing to these Terms and Conditions, Merchants confirm that they have received sufficient explanation about Fellopay services, fully understand the benefits, risks, and associated costs, and agree to the terms herein.

PRIVACY POLICY

Updated : March 21, 2025

PT Jatelindo Perkasa Abadi (“Jatelindo”), as the owner and operator of the Fellopay Payment Initiation Acquiring Services (PIAS), is committed to protecting data. This Privacy Policy is designed to ensure data security through procedures for collection, processing, storage, display, transmission, dissemination, and destruction in accordance with applicable data protection principles.

This Privacy Policy aims to provide guidelines for maintaining the confidentiality of user, merchant, and business partner data. Through this Privacy Policy, Jatelindo establishes its responsibilities in managing data in accordance with privacy standards, security measures, and applicable regulations.

This Privacy Policy applies to all Jatelindo employees, including the Board of Directors, staff at all levels, and third parties who have access to or authority over data. Each party is required to maintain data confidentiality and ensure that data is not shared with any party without proper authorization.

DEFINITIONS

Data refers to any form of information and/or documents directly related to an individual’s identity that are stored, maintained, and safeguarded for accuracy and confidentiality.
Data Owner refers to the party that possesses the Data, including users, merchants, and business partners.

DATA ACQUISITION AND COLLECTION

Jatelindo may obtain and collect relevant Data for KYC (Know Your Customer) processes, Data updates, service improvements, and/or other activities in accordance with applicable laws and regulations.
Jatelindo may acquire Data through third parties such as agents, vendors, suppliers, contractors, or business partners providing services on behalf of Jatelindo. These third parties are responsible for obtaining valid consent from the Data Owner before sharing Data with Jatelindo.
The collected Data may include the following information:
- Full name, date of birth, address, phone number, and email address
- Official identification documents (KTP, SIM, Passport) or other government-issued identification
- Legal documents related to business operations for prospective merchants and business partners
- Bank account information, billing details, transaction records, and electronic money account numbers
The collected Data will be verified to ensure its accuracy. Data Owners are required to provide accurate and up-to-date information to maintain authenticity and security.

DATA PROCESSING AND ANALYSIS

Jatelindo may process and analyze Data to assess service performance and understand satisfaction levels to improve the services provided.
Data is analyzed to identify areas for service improvement and ensure that Jatelindo continues to provide relevant services aligned with market needs.
Data may be used to send direct marketing and promotional information related to Jatelindo’s services, including promotions from affiliates and third parties working with Jatelindo.
Jatelindo may process and analyze Data to detect, investigate, prevent, or address activities by the Data Owner that are deemed potentially unlawful or harmful to Jatelindo.
Data is also used to detect, investigate, prevent, or address violations of the Terms and Conditions, Privacy Policy, and other applicable internal policies of Jatelindo.
Jatelindo may process Data to provide technical support and resolve technical issues or operational problems related to the Fellopay service.
Data is also used to inform Data Owners about updates or changes to the Fellopay service.
Data may be processed in accordance with applicable legal provisions to meet regulatory or compliance requirements mandated by law.

DATA STORAGE

Jatelindo will store Data as required for service needs and for the period necessary to fulfill the purposes of Data processing. This storage will also comply with the time limits permitted or mandated by applicable laws and regulations.

DISPLAY, ANNOUNCEMENT, TRANSMISSION, DISSEMINATION, AND/OR DISCLOSURE OF DATA ACCESS

Jatelindo may display, announce, transmit, disseminate, and/or grant access to Data to companies affiliated with Jatelindo for operational and service purposes.
Data may be shared with selected third parties collaborating with Jatelindo, such as partners in fraud prevention, debt collection, marketing, research, surveys, and the provision of relevant product and service information.
Data may be provided to professional advisors, law enforcement agencies, insurance companies, government bodies, and other authorities as required by legal obligations or valid official requests to meet regulatory and compliance requirements.
Jatelindo may grant access to Data in accordance with applicable legal provisions.
Data may be disclosed to comply with subpoenas, court rulings or orders, as well as directives from authorized law enforcement agencies, including compliance with anti-money laundering and counter-terrorism financing reporting obligations.
Jatelindo may display or disclose Data access to prevent harm or financial loss, report suspected illegal activities, or respond to lawsuits or potential claims against Jatelindo or its affiliates.

DATA ACCESS, CORRECTION, AND UPDATING

Jatelindo may grant Data Owners access to view their stored Data within the system, in accordance with applicable legal provisions. Access requests will be processed based on Jatelindo’s internal procedures.
Data Owners have the right to correct their Data in case of errors or inaccuracies. Correction requests will be handled in accordance with Jatelindo’s policies.
Jatelindo reserves the right to deny Data access or correction requests if:
- Relevance: The request is not relevant to the Data stored by Jatelindo or is submitted by an unauthorized party.
- Legal Provisions: The request conflicts with applicable laws and regulations.
Data Owners must promptly update their Data if:
- Their stored Data is no longer accurate. Data Owners are expected to update their Data for security, relevance, and compliance with anti-money laundering and counter-terrorism financing measures.
- Jatelindo requests Data updates based on the following:
  i. Identification of changes to previously submitted Data; and/or
  ii. Detection of discrepancies in previously submitted Data.

DATA DESTRUCTION

Jatelindo may carry out Data destruction if:
- Storage Period Expired
  The Data has exceeded the storage period in accordance with the Data storage policy.
- Request from Data Owner
  The Data Owner requests Data destruction, except in cases where further storage is required by applicable regulations.
Data destruction may be performed by deleting part or all relevant information in accordance with applicable data security standards.

CHANGES TO THE PRIVACY POLICY

Jatelindo reserves the right to review and update this Privacy Policy at any time to ensure compliance with applicable laws and regulations. Any policy changes will be deemed accepted by the Data Owner by continuing to use the Fellopay services.
Jatelindo will inform Data Owners of any changes to the Privacy Policy.
Changes to the Privacy Policy will take effect no later than 30 (thirty) working days from the date they are communicated to the Data Owner.

ACKNOWLEDGMENT AND CONSENT

By agreeing to this Privacy Policy, the Data Owner declares that they have read, understood, and agreed to all its provisions. The Data Owner also grants consent to Jatelindo to collect, process, store, display, announce, transmit, distribute, grant access to, and/or destroy Data in accordance with applicable regulations.

If the Data Owner provides third-party Data to Jatelindo, the Data Owner guarantees that they have obtained consent from the third party for the collection, use, disclosure, and processing of their Data

CONTACT US

If you have any questions and/or complaints regarding Fellopay, you can contact Customer Care through:

Email: support@fellopay.id
Phone: 021–720.4923
WhatsApp: +6281-1882-2249

Fellopay Customer Care operates 24/7.

This Privacy Policy is effective as of May 19, 2025.