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Terms and Conditions

Updated: February 1, 2023

DEFINITIONS

  1. PT Jatelindo Perkasa Abadi (referred to as “Jatelindo”): A limited liability company established under the laws of the Republic of Indonesia.
  2. Jatelindo Office: The premises used by Jatelindo to conduct its business operations.
  3. Top-up Agent: A third party partnering with Jatelindo to facilitate top-up services for Users.
  4. Account: A unique identification provided to Users during FELLO Registration.
  5. Dormant Account: An Account with a balance of IDR 0 (zero Rupiah) for over one year, as monitored by Jatelindo.
  6. FELLO Application: An application accessible via mobile devices by Users.
  7. Merchant Application: An application owned by merchants, accessible by Merchant Users.
  8. Merchant: Providers of goods/services that generally charge Users for their use.
  9. Bank Channel: Channels owned by banks partnering with Jatelindo to facilitate top-ups.
  10. Customer Care: Complaint services available to Users via phone, email, or other media.
  11. User Personal Data: All information and/or documents belonging to Users stored by Jatelindo.
  12. Fraud: Unauthorized or illegal transactions that could harm Jatelindo, Users, or other parties.
  13. FELLO Services: Services available in the FELLO Application, including but not limited to:
    1. Top-ups;
    2. Merchant payment transactions;
    3. Fund transfers;
    4. Cash withdrawals;
    5. Other services as approved by Bank Indonesia from time to time.
  14. FELLO: Electronic money issued by Jatelindo, equivalent to cash for legal payment purposes, pre-deposited into a FELLO account. Deposited money is not considered savings as defined by applicable laws.
  15. OTP (One Time Password): A dynamic password sent via mobile phone, used during FELLO registration, login, and/or transactions.
  16. PIN (Personal Identification Number): A confidential number used during FELLO registration, login, and/or transactions.
  17. FELLO Registration: The initial access to the FELLO Application by prospective Users, where the User’s mobile number is used as the Account identifier.
  18. FELLO Balance: The electronic money balance owned by Users for transactions.
  19. Terms and Conditions: This document, including all amendments, additions, replacements, adjustments, and/or modifications made from time to time.
  20. Cash Withdrawal: A service enabling Users to withdraw money through Jatelindo Offices and/or other designated locations.
  21. Fund Transfer: A service allowing Users to transfer FELLO Balances to other Users and/or current/savings accounts.
  22. Transaction: Any activity conducted by Users via the FELLO Application.
  23. Top-up: A service enabling Users to add funds to their FELLO Balance via Bank Channels, Jatelindo Offices, Top-up Agents, or other designated locations.
  24. Service Upgrade: The process of changing service levels from Unregistered Users to Registered Users via the FELLO Application.
  25. User: The owner of a FELLO account, categorized into:
    1. Unregistered Users: Can only use top-up and Merchant payment services.
    2. Registered Users: Can access all features, including top-ups, Merchant payments, fund transfers, cash withdrawals, and additional services as approved by Bank Indonesia.
  26. Redeem: The process of closing a FELLO account initiated by Users via Jatelindo Offices.
  27. Terrorism Funding: Acts of providing, collecting, giving, or lending funds, directly or indirectly, for terrorism-related activities, organizations, or individuals.
  28. Money Laundering: Efforts to conceal or disguise the origin of money/assets obtained from crimes, making them appear legitimate.
  29. QRIS (Quick Response Indonesia Standard): A standardized QR Code designed following Indonesia’s national standards.

TERMS

  1. Users must comply with these Terms and Conditions at all times.
  2. Users who do not agree to any part of these Terms and Conditions may not use the FELLO Application.
  3. By registering for FELLO, Users declare and guarantee that:
    • They are legally competent under Indonesian law and domiciled within the Republic of Indonesia;
    • They have read, understood, and agreed to these Terms and Conditions;
    • Jatelindo reserves the right to reject FELLO registration if data verification results indicate non-compliance with applicable laws and regulations.
  4. Transactions authorized and approved by Users through the FELLO Application (indicated by PIN and/or OTP input) cannot be canceled.
  5. FELLO reserves the right to decline User instructions if the funds involved are suspected of Money Laundering, Terrorism Funding, or other criminal activities.
  6. Jatelindo may suspend FELLO services temporarily or indefinitely for updates, maintenance, or other purposes deemed necessary, without accountability to any party.

FELLO REGISTRATION

  1. The FELLO Application is available for download on the Playstore and Appstore.
  2. FELLO Registration is conducted through the FELLO Application by entering a name as per identification, mobile number, email, and creating a PIN.
  3. Users who have not performed a Service Upgrade will only be active as Unregistered Users.
  4. Users can upgrade their services by registering personal data and completing required documents via the FELLO Application.
  5. Jatelindo reserves the right to request additional information and/or documents from Users as required by applicable laws and regulations.
  6. Jatelindo reserves the right to reject the Service Upgrade process if the submitted data and/or documents do not comply with applicable laws and regulations.

USE OF THE FELLO APPLICATION

  1. Transactions via the FELLO Application can only occur if the User’s FELLO Balance is sufficient.
  2. All transactions are stored in FELLO’s electronic data center. If discrepancies arise between FELLO Balances, transaction history, and data stored in FELLO’s electronic data center, the data stored in the electronic data center will prevail.
  3. Refunds for failed transactions will be processed no later than one business day.

FELLO LIMITATIONS

FELLO Unregistered

  1. Services include:

    • Top-ups.

    • Merchant payment transactions.

  2. Maximum FELLO Balance: IDR 2,000,000.

  3. Maximum transaction value per month: IDR 20,000,000 (calculated from incoming funds).

FELLO Registered

  1. Services include:

    • Top-ups.

    • Merchant payment transactions.

    • Fund transfers.

    • Cash withdrawals.

    • Other services as approved by Bank Indonesia from time to time.

  2. Maximum FELLO Balance: IDR 20,000,000.

  3. Maximum transaction value per month: IDR 40,000,000 (calculated from incoming funds).

QRIS SERVICES

  1. The maximum QRIS transaction amount is IDR 10,000,000 per transaction.

  2. The monthly transaction limit adheres to the FELLO transaction value limits described in the previous sections.

FUND TRANSFERS

  1. FELLO fund transfers may not be used for commercial purposes.

  2. The maximum transfer amount is limited to the User’s FELLO Balance.

  3. Transfers to other FELLO Users can be conducted up to five times per day.

  4. Transfers to current/savings accounts can be conducted up to two times per day.

  5. Transfers to accounts outside Bank Mandiri are only processed on business days and must be initiated before 1:00 PM WIB.

CASH WITHDRAWALS

  1. Cash withdrawals are limited to two times per day.

  2. The maximum withdrawal amount is IDR 500,000 per transaction

FEES

  1. FELLO services may incur the following fees:

    • Registration fee: IDR 0 (free).

    • Top-up fees:

      • Via Bank Channels: Based on respective bank policies.

      • Via Jatelindo Offices: IDR 0 (free).

    • Cash withdrawal via Jatelindo Offices: IDR 0 (free).

    • Fund transfer fees:

      • Between FELLO Users: IDR 0 (free).

      • To Bank Mandiri accounts: IDR 0 (free).

      • To non-Mandiri accounts: IDR 6,500 per transaction.

    • Redeem fee: IDR 0 (free).

    • QRIS fee: 0.7% borne by Merchants.

    • Dormant Account fee: IDR 0 (free).

CONNECTING FELLO TO MERCHANT APPLICATIONS

  1. Users can register FELLO through Merchant Applications that are integrated with FELLO.

    1. Steps to register FELLO via Merchant Applications:
      • Access the Merchant Application.
      • Select “Connect to FELLO.”
      • Choose “Set Up Now.”
      • Enter the OTP sent via SMS.
      • Create a FELLO PIN.
    2. Steps to make payments via Merchant Applications:
      • Access the Merchant Application.
      • Select goods/services from the Merchant Application.
      • Choose FELLO as the payment method.
      • Enter the FELLO PIN.
      • Receive a “Transaction Successful” notification.

REDEEM

  1. Redeem can only be performed by Registered Users.
  2. Unregistered Users can perform Redeem by first upgrading their service to become Registered Users.
  3. Before performing Redeem, Users must empty their FELLO Balance via the Fund Transfer or Cash Withdrawal menu.
  4. Redeem is conducted through Jatelindo Offices.
  5. Redeem is performed by completing a Redeem form signed by the User on a 10,000 Rupiah stamped paper and attaching the User’s identification.
  6. The mobile number used for Redeem cannot be reused for FELLO Registration.
  7. Users hereby declare full responsibility and release Jatelindo from any claims, lawsuits, and/or compensation from any party in connection with Redeem.

MONITORING DORMANT ACCOUNTS

  1. Jatelindo will periodically monitor User Accounts, particularly those with a balance of IDR 0 (zero Rupiah).
  2. For any User Account with a balance of IDR 0 (zero Rupiah) and no transactions conducted for one (1) year, Jatelindo will notify the User that their Account will be classified as a Dormant Account.
  3. Users are given a deadline to confirm their agreement or objection to point 2.
  4. If the User does not provide confirmation, Jatelindo will classify the User’s FELLO Account as a Dormant Account.
  5. Dormant Accounts cannot be reactivated.

USER RESPONSIBILITIES

  1. Users are responsible for the security of the mobile phone they use.
  2. Users are responsible for maintaining the confidentiality of personal data, including but not limited to PINs, OTPs, and/or other personal information.
  3. Users are responsible for every Transaction conducted, including but not limited to errors in selecting FELLO Services, entering account numbers, inputting transaction amounts, and/or other mistakes.
  4. Users must ensure that the Transaction to be conducted is accurate.
  5. Losses resulting from transaction errors are entirely the responsibility of the User.
  6. Users must inform Customer Care if they receive a FELLO Balance of unknown origin.
  7. Users are fully responsible for any claims, lawsuits, and/or compensation arising from misuse and/or violations and/or criminal actions conducted through the User’s FELLO Application, including but not limited to damages caused by errors, negligence, carelessness, and/or misuse of the FELLO Application by the User or other third parties.
  8. To avoid failure in linking the User’s FELLO Balance to a Merchant Application, the User must ensure that the registered mobile number in the Merchant Application matches the User’s FELLO Account.
  9. If the User does not receive an OTP via SMS, please ensure that the mobile phone signal is stable.

LIMITATION OF LIABILITY

  1. The User agrees and binds themselves to release Jatelindo from all indirect losses, including but not limited to loss of opportunity, loss of income or profit, as well as other intangible losses, including claims, lawsuits, and/or compensation from any party arising from the use of the FELLO Application by the User.
  2. Jatelindo is obligated to cover direct losses incurred by the User if it can be proven that there was an error in FELLO, with a maximum amount equivalent to the nominal value in question.
  3. Jatelindo is not obligated to replace the FELLO Balance lost due to the User’s mobile phone being lost and/or errors in Transactions conducted by the User.
  4. The User agrees and binds themselves to release Jatelindo from all claims, lawsuits, and/or compensation if FELLO cannot execute User instructions, either partially or entirely, due to events or causes beyond Jatelindo’s control, including but not limited to natural disasters, wars, riots, hardware conditions, failure of electronic infrastructure systems or transmission, power outages, telecommunications disruptions, clearing system failures, and/or other events as determined by Bank Indonesia or other authorized institutions.

ACCOUNT BLOCKING

  1. These Terms and Conditions apply as long as the User has not conducted Redeem and/or the User Account has not become a Dormant Account.
  2. Jatelindo reserves the right to block the User Account if the Transactions conducted are suspected of being fraudulent.
  3. Jatelindo reserves the right to block the User Account if the documents and/or information provided are incorrect and/or do not comply with the regulations and laws applicable in the Republic of Indonesia.
  4. Jatelindo can block the User Account, either temporarily or permanently, at the User’s request.
  5. Jatelindo can block the User Account, either temporarily or permanently, based on a written request from authorized government agencies until further instructions are received to unblock the User Account.
  6. Jatelindo can block the User Account in accordance with the applicable laws and regulations in the Republic of Indonesia.
  7. The User can request the blocking of their Account in the event of a lost mobile phone.
  8. A request to unblock the account can only be made by the User after undergoing the User data verification process.
  9. Jatelindo reserves the right to block the User Account if the User violates any part of these Terms and Conditions.
  10. Jatelindo reserves the right to block the User Account if the Account is suspected of being used for activities deemed contrary to the laws and regulations of the Republic of Indonesia.
  11. For security purposes, Jatelindo has the discretion to block the User Account if the User incorrectly inputs the PIN three (3) times.
  12. The FELLO Service may be terminated if:
    a. Jatelindo fulfills an obligation in accordance with the laws and regulations of the Republic of Indonesia.
    b. Misuse of the FELLO Service is suspected, either by the User and/or other third parties, in connection with violations of these Terms and Conditions and/or the laws and regulations of the Republic of Indonesia.

PROTECTION OF USER PERSONAL DATA

  1. Jatelindo is obligated to maintain the confidentiality of User Personal Data in accordance with the prevailing laws and regulations in the Republic of Indonesia.
  2. Jatelindo obtains and collects User Personal Data during the FELLO Registration process, Service Upgrade, and/or when the User updates their data or documents.
  3. Jatelindo stores User Personal Data to verify the accuracy of the User’s information and/or documents and monitor User Transaction activities.
  4. Jatelindo may process and analyze User Personal Data to measure performance and User satisfaction levels to improve FELLO services.
  5. Jatelindo may process and analyze User Personal Data to provide marketing and/or direct promotional information to the User regarding Jatelindo services, including direct marketing and/or promotional information from affiliates and/or third parties.
  6. Jatelindo may process and analyze User Personal Data to inform the User about any updates and/or changes to FELLO.
  7. Jatelindo may process and analyze User Personal Data for other purposes as required by the prevailing laws and regulations in the Republic of Indonesia.
  8. Jatelindo may display, announce, send, disseminate, and/or grant access to User Personal Data to companies affiliated with Jatelindo.
  9. Jatelindo may display, announce, send, disseminate, and/or grant access to User Personal Data to third parties selected by Jatelindo and cooperating with Jatelindo to provide services to Users, including but not limited to fraud prevention, billing collection, marketing, research, surveys, and/or notifications about products and services.
  10. Jatelindo may display, announce, send, disseminate, and/or grant access to User Personal Data to professional advisors, law enforcement agencies, insurance companies, the government, and other authorized entities where Jatelindo is obligated to disclose as required by legitimate requests and regulations.
  11. Jatelindo is prohibited from providing User Personal Data to other parties, except:
    • The User has given written consent; and/or
    • As required by the prevailing laws and regulations in the Republic of Indonesia.

INTELLECTUAL PROPERTY RIGHTS

  1. All systems and applications, including but not limited to all layouts, designs, logos, photos, images, names, trademarks, words, letters, numbers, writings, and color arrangements in the FELLO Application, are entirely the Intellectual Property Rights of Jatelindo, and no other parties hold rights over the application or its layout, design, and appearance.
  2. Users are prohibited from using Jatelindo’s Intellectual Property Rights in any manner or under any circumstances without prior written approval from Jatelindo.

GOVERNING LAW AND DISPUTE RESOLUTION

  1. These Terms and Conditions are made and implemented based on the laws and regulations of the Republic of Indonesia.
  2. All disputes arising concerning FELLO Services will be resolved amicably.
  3. Any disputes regarding FELLO Services that cannot be resolved amicably will be settled in the South Jakarta District Court

INFORMATION SERVICES

  1. For any questions and/or complaints related to FELLO Services, Users can contact Customer Care via phone at (021) 720.4923, email at support@fello.id, and WhatsApp at 0811.8822.249.
  2. FELLO Customer Care operates 24/7.
  3. Jatelindo will verify User data based on the data stored in the FELLO central database. Jatelindo reserves the right to refuse to process questions and/or complaints if the verified User data does not match the data in the FELLO database.
  4. Failed Transactions using FELLO on the Merchant Application:
    • If the User experiences a failed Transaction, they will receive a “Transaction Failed” notification, and the FELLO Balance will not be deducted.
    • If the User experiences a failed Transaction with a “Transaction Successful” notification caused by system disruptions, they can contact Customer Care.

MISCELLANEOUS

  1. Regarding matters not specifically regulated in these Terms and Conditions, Users agree and bind themselves to all of Jatelindo’s policies related to FELLO.
  2. By agreeing to these Terms and Conditions, Users bind themselves and declare that they have received sufficient explanations about FELLO to be used. Users understand and acknowledge all its consequences, including benefits, risks, and associated costs.
  3. By registering for FELLO, the User agrees to and is bound by these Terms and Conditions.

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