Flip Application Usage Terms and Conditions

These Flip Application Usage Terms and Conditions (the “Flip Terms and Conditions”) govern the terms and conditions for accessing Flip Application (as defined below) and/or usage of Flip Services (as defined below) by You (“You” or “Flip User”) including each and all Features (as defined below) inside it which are developed, operated and/or made available by PT Fliptech Lentera Inspirasi Pertiwi (“Flip” or “Us”).

1.         Terms and Definition

1.1. “Account'' means a set of information regarding You which are submitted to Flip in relation to the use of Flip Services which are used by Flip to differentiate one User from another User. In the Account, User could arrange the setting, review the transaction history done by the User during the use of Flip Services and/or submit any changes on User’s Data.

1.2.“You” or “User” refers to individuals which have been registered and verified by Flip as a User. For the avoidance of doubt, depending on the context, You refers to every aforementioned party which has not been verified as a User. 

1.3. “Flip Application” means a money transfer application that is developed, operated and/or provided by Flip and which is known with the trademark Flip.

1.4. “Flip Services Cost” means cost which can be imposed by Flip to User for the use of Flip Services.

1.5. “Customer Due Diligence”  or “CDD” means customers due diligence as mandated by the Prevailing Laws and Regulations performed by Flip towards You.

1.6. “Fund” means some of monies owned by User placed in the Balance or User Bank Account to be used for transacting in accordance to the opted Flip Services.

1.7. “Data” or “Information” refers to every data, information and/or explanation in any kind of form which, from time to time, You or User submits to Flip or which You or User states or conveyed in, on or through Flip Application including but not limited to data on the Account that are name,  email address, and/or phone number generated or obtained from accessing Flip Application and/or usage of Flip Services. 

1.8. “Enhanced Due Diligence” or “EDD” means additional due diligence or continuation of due diligence towards User in the event where Flip knows, receives report from Flip Partner or other party, and/or assess based on its own discretion, there is an existence of a suspicion and/or indication on the violation of these Flip Terms and Conditions, Suspected Transaction and/or other activities which may raise the operational and/or compliance risk of Flip or Flip Partner. 

1.9. “Features” means a function or a particular capability within Flip Services which is created, developed and/or operated by Flip, which can also be used, enjoyed and/or utilized by User through Flip Platform.

1.10. “Flip” depending on the context refers to PT Fliptech Lentera Inspirasi Pertiwi or “Flip” as Fund Transfer Provider who has obtained a licensed from the Bank Indonesia through a License Certificate No. 18/196/DKSP/68 dated October 4, 2016 and also has obtained  license conversion as Payment Services Provider – Category 3 through Bank Indonesia Letter No. 23/1363/Jkt/Srt/B dated December 29, 2021 or brand name Flip.

1.11. “Working Day” means a day on the Gregorian calendar other than Saturday, Sunday and national public holiday and other days determined by the government of Indonesia as a national public holiday, where banks in Indonesia commercially operates.

1.12. “Unique Code” means a set of number/digit combination that is formed when a User carries out a Fund Transfer Transaction using the bank transfer payment method and is used to match the Fund received by Flip from the User with the Fund Transfer Order made by the User. The Unique Code shall be deemed as a Flip Service Cost that will be charged to the User. As a promotional offer from Flip, the User shall receive loyalty rewards equivalent to the Unique Code in the form of Flip Coin.

1.13. “Flip Coin” refers to a Feature in Flip Application which contains loyalty reward from User’s Transactions. Terms on the use of Flip Coin can be seen in this link: Flip Coin.

1.14. “Services” depending on the context refers to each of the services covered in Flip Services including every and/or all available Features.

1.15. “Flip For Business Services” or “FFB Services” is a service provided for users in the form of business and/or legal entity as referred to in the FFB Terms and Conditions.

1.16. “Request Money Services” means one of the services included in the Flip Services which can be used by Flip User to receive some money from another Flip User using a link.

1.17. “Flip  Services” means all services which can be accessed by User through Flip Platform including Fund Transfer Services (Apps), Trial Services, Flip Globe Services (Apps), Request Money Services or other services which may be operated, provided, offered, made available and/or added from time to time by Flip independently or together with Flip Partner.

1.18. “Trial Services” means one of the services included in the Flip Services provided by Flip to You with certain limits as referred to in Article 4 of these Flip Terms and Conditions.

1.19. “Fund Transfer Services (Apps)” means one of the services included in the Flip Services which can be used by User to transfer Funds owned by User as the Creator of Fund Transfer Order to Fund Recipient based on Fund Transfer Order made by him/her through Flip Application, including electronic money/wallet top-up service.

1.20. “Flip Globe Services” means Fund Transfer provided by Flip in cooperation with Overseas Partner which is specialized for money transfer to outside Republic of Indonesia territory with individual, legal entity or business entity recipient.

1.21. "Digital Product Services" means one of the services included in the Flip Services in the form of the provision of digital products that are marketed through flip applications based on cooperation between Flip and Flip Partner as referred to in the Terms and Conditions of Flip Digital Products.

1.22. “Financing Product Services” means one of the services included in the Flip Services in the form of providing financing products marketed through the Flip Application based on referral cooperation between Flip and Flip Partner as referred to in the Terms and Conditions for Flip Financing Products.

1.23. “Flip Partner” means third party cooperating with Flip either directly or indirectly, including but not limited to banks, payment system providers and/or other parties, who assist Flip in the provision of Flip Services in accordance with the licenses that have been obtained and/or the Prevailing Laws and Regulations.

1.24. “Overseas Partner” means third party that is foreign entity who is acting as fund transfer provider who has obtained license from the local authority and has been in cooperation with Flip to process the transfer of Funds to the recipient country pursuant to the Flip Globe Order.

1.25. “Creator of Funds Transfer Order (Apps)” means User who creates an order or instruction to Flip via Flip Application to process the transfer of his/her Funds to Funds Recipient.

1.26. “Creator of Flip Globe Order” means User who creates an order or instruction to Flip to process the transfer of his/her Funds to Funds Recipient outside Republic of Indonesia’s territory.

1.27. “Funds Recipient” means individuals, business entities or legal entities mentioned in the Fund Transfer Order or Flip GlobeOrder (depending on the context) by the User as the Creator of Fund Transfer Order or Creator of Flip Globe Order to receive Funds.

1.28. “Prevailing Laws and Regulations” means every legislation products in Indonesian either in national, provisional, regency, municipality, and other regional governmental levels as well regulations of institutions and other government bodies including but not limited to written and unwritten policies and from such governmental institutions and bodies.

1.29. “Order” refers to each and all orders of a Transaction created and given by User to Flip to process a Transaction pursuant to the available Flip Services.

1.30. “Fund Transfer Order (Apps)” means final instruction given by User to Flip on Flip Application to transfer and/or further forwarding some of Funds in the Deposit and/or Bank Account of User to an account in a banking institution or non-banking institution owned by Funds Recipient.

1.31. “Flip Globe Order” means final instruction given by User to Flip on Flip Application to transfer some of Funds in the Deposit and/or Bank Account of User to an account in a banking institution or non-banking institution owned byFunds Recipient outside the Republic of Indonesia’s territory.

1.32. “Authorized Regulator” means all each and all government authority authorized to govern and supervise business activities of Flip, including but not limited to Bank Indonesia or other regulators that may be relevant.

1.33. “User Bank Account” means account under the name of User in banking institution partner of Flip which has been registered by User in Flip Application.

1.34. “Recipient Bank Account” depending on the context means account under the name of Funds Recipient mentioned in the Order created by the User through Flip Application.

1.35. “Flip Account” means account under the name of Flip banking institution partner of Flip with account number stated as stated in the “Transfer Confirmation” on the Flip Application.

1.36. “Balance” refers to the balance of electronic money owned by User in Flip Application which can be used to do a Transaction and which is operated by a third party who cooperates with Flip.

1.37. “Transaction (Apps)” means depending on the context, each of Fund Transfer Transaction (Apps), Receive Money Transaction, Flip Globe Transaction and/or other transactions based on the Services given by Flip in the Flip Application.

1.38. “Suspicious Transaction” refers to each and all Transaction which become known for Flip or any third party, and/or which Flip assessed based on its own discretion, as a transaction suspected to be violating or has an indication to violate these Flip Terms and Conditions, Flip Partners Terms and Conditions and/or Prevailing Laws and Regulations, including but not limited to, fraud, money laundering, money theft, and/or terrorism funding.

1.39. “Fund Transfer Transaction (Apps)” means implementation processes of Fund Transfer Services by Flip in accordance with Fund Transfer Order from the User to Flip made on Flip Application.

1.40. “Flip Globe Transaction” means the implementation process of Flip Globe Services by Flip in accordance with the Flip Globe Order from the User to Flip made on Flip Application.

2. Account Registration and Verification Processes

2.1. You need to be 17 (seventeen) years old or older as well as legally capable to create an Account in Flip Application. For You who have not reached the legal age or under the guardianship then You are not allowed to use Flip Services in Flip Application without the assistance and approval of Your guardian. For You who are not legally capable, all of Your acts will be responsible to the guardian and/or legal representative.

2.2. The creation of Account is made by registering Yourself through Flip Application by submitting the following information:

a.  full name;

b.  phone number;

c.  email address; and

d.  password.

2.3. Flip will send an OTP through SMS or Whatsapp as opted by You to be inputted in Flip Application. After the insertion of the OTP,  You will be required to create a PIN.

2.4. To use Flip Services, You must verify your Account by submitting additional information in the form of:

a.  picture of identity card (Indonesian ID Card or Passport) or Driver’s License (SIM);

b.  selfie; and

c.  selfie with holding identity card.

2.5. Flip will verify the completion of the requisite information within 1x24 (one times twenty four) hours as of the submission of all requisite information by You. 

Flip may request for additional information or request You to resend the information that has been submitted if such information is unclear, incomplete and/or unreadable. If such verification is successed, Your status will become User.

2.6. In terms of the identity verification process for the purpose of Flip Services, Your personal data in the form of demographic and/or biometric data will be checked for conformity, by PT Indonesia Digital Identity (VIDA) as our partner, with data recorded in the system of the government agency authorised to issue the relevant identity. If Your personal data is verified for conformity, then VIDA as the Certification Authority certified by the Ministry of Communication and Informatics, will issue a digital certificate as evidence that Your personal data has been verified and is in accordance with the data recorded in the system of the government agency authorised to issue the identity.

Therefore, You guarantee the accuracy of the personal data You provide and agree to the processing of Your personal data for the purpose of issuing digital certificates and other services attached to digital certificates performed by VIDA.

You have read, understood, and agreed to be bound by the terms and conditions of the Certification Authority’s service contained in the Subscriber Agreement, CA Privacy Policy. and VIDA’s Certification Practice Statement which can accessed via https://repo.vida.id.

2.7. Flip is entitled and has a full authority to reject Your verification of Account if the of the CDD carried out by Flip and/or Flip Partner states that the information you have submitted are still incorrect and/or incomplete or Flip is not allowed by the Prevailing Laws and Regulations to provide Flip Services to You. Flip (as long as provided by the Prevailing Laws and Regulations) is not obligated to provide the reason for its rejection of Your Account verification request.

2.8. In the event where Your Account has been registered with Flip Application, You cannot register the next Account using the same personal data which has been used for the first Account that You have registered, except Flip allows You in writing to do so. 

3. General Terms for the Usage of Account

3.1. User will be fully responsible for the security and confidentiality of Account and the Data inside it, including but not limited to, Account name, e-mail, User password as well as verification code generated and sent by Flip’s system or Flip Partner to FFB User.

3.2. User holds Flip harmless from all obligations, demands, requests, orders, indemnifications, claims, expenses, damages, payment obligations, and/or other lawsuits in any kind of form which may arise out of the misuse of Account resulting from the negligence, erroneous and/or misuse of Account by User. 

If there is any indication of Account misuse, the User must as soon as possible contact Flip to ask for assistance (through Flip Contact feature in the Flip Application or other communication means as Flip may provide from time to time) to examine, suspend, or stop the misuse of access towards the relevant Account.

3.3. Flip has the rights to partially or entirely suspend Flip Services including to freeze the Account in the event there is a suspicion, potential and/or indication of violation of these Flip Terms and Conditions, Flip Partner’s terms and conditions, and/or the Prevailing Laws and Regulations.

3.4. Flip, to the extent permitted by the Prevailing Laws and Regulations allow, is not obligated to notify the reason for partially or entirely suspending Flip Services or freeze the Account as referred above.

4. Terms of  Trial Services 

4.1. You may use the Trial Service after completing registration on Flip Application. 

4.2. Trial Services is given for free with the following limitation:

a.   A nominal limit for Fund Transfer Transactions (Apps) is Rp.500,000 (five hundred thousand Rupiah) ("Transaction Limit"); And

b.   The Trial Service will be deemed ended when the nominal amount of Fund Transfer Transactions (Apps) made by You in the Trial Service has reached the Transaction Limit.

4.3. Flip at any time has the right to stop the Trial Services to You if there is a Suspicious Transaction.

4.4. For the purpose of providing Flip Services, Flip may request additional Data or information in relation to the  CDD and/or EDD processes.

4.5.  Flip does not have any obligation to accept all User of Trial Services to become Flip Services User.

4.6. For avoidance of doubt, the Trial Service only applies to Flip Services other than Flip Globe Service. If you intend to use Flip Globe Service, then you must go through the verification/CDD stage as described in Article 2.

5. General Terms for Flip Globe Services

Specific terms and conditions for Flip Globe Services can be found in the following link:  Flip Globe Terms and Conditions.

6. Flip Services Cost

6.1. Other than Trial Services, Flip may impose Services Cost for each of the Flip Services used by User.

6.2. Fund Transfer Transaction Service Cost are in accordance with the Unique Code generated for processing each Fund Transfer Transaction by the Flip User.

6.3. Apart from as regulated in point 6.2 above, Flip Services Cost for Fund Transfer Transaction will only be applied to the User when the User has made Fund Transfer Transaction (Apps) with (i) transaction value exceeding IDR5,000,000 (five million Rupiah)/day, and/or (ii) the number of transactions exceeding 10 (ten) times transactions/month. 

User may opt the following pricing, should he/she would like to make Fund Transfer Transaction (App) more than the abovementioned limit. 

a.  IDR2,000 (two thousand Rupiah)/transaction if Fund Transfer Transaction (Apps) have cumulatively exceeded Rp.5,000,000 (five million Rupiah)/day;

b.  IDR900 (nine hundred Rupiah)/transaction if Fund Transfer Transaction (Apps) have exceeded 10 (ten) times transactions/month; and

c.  IDR500 (nine hundred Rupiah)/transaction if Fund Transfer Transactions (Apps) have exceeded 25 (twenty five) times transactions/month.

6.4. The Services Cost for Flip Globe Services is determined by the destination/recipient country of the Flip Globe Transaction which can be found in this following link:  Flip Globe Services Cost .

6.5. The amount of other Flip Services Cost which has not been determined in these Flip Terms and Conditions may be governed in a specific terms and condition that is a derivative from and a part of these Flip Terms and Conditions

6.6. Flip may change Flip Services Cost at any time and will inform the User on such changes through a medium that is determined by Flip.

6.7. Other than the Flip Services Cost governed in this article, Flip may, to the extent allowed by the Prevailing Laws and Regulations, set off the outstanding payment obligations for Flip Services by the User with User’s Balance.

7. Failed Transaction, Cancellation of Transaction and Refund

7.1. User acknowledges the possibility, due to one reason or another, that a Transaction may not be processed or carried out thus shall be declared to be failed.

7.2. In the event when there is a failed Transaction, then Flip may refund the Funds used to transact to User’s Balance with the following conditions:

a.  The User has activated the Balance Feature;

b.  The Balance does not exceed the limit determined based on the Applicable Laws and Regulations to receive a refund; and

c.  Funds to be returned are not more than IDR1,500,000 (one million five hundred thousand Rupiah)

If the conditions mentioned above are not fulfilled, Flip will provide a notification and ask for the User Bank Account to be used to receive a refund.   

7.3. In a very limited situation, Flip may receive the request of the User to cancel a Transaction. In such case, User understands that there is a possibility that the Transaction requested to be cancelled has been processed to the Funds Recipient, so the User must ensure that the User will refund the Funds, within 1 x 24 hours as of the date of notification by Flip to the User, in accordance with the nominal value of Transaction that has been processed but the request for cancellation has been approved by Flip.

7.4. If the User cannot refund the Funds as referred to in paragraph 3 above, User agrees that Flip will deduct the Funds from the next Transaction or request for an auto-debit from Flip Partner or the relevant bank.

7.5. Each and every request for refunding the Funds from User due to a failed transaction and/or request for a cancellation that has been approved by Flip subject to the limitation determined by Flip Partner (including Overseas Partner) either in the form of time limit to submit request for cancellation and/or amount of Fund which can be cancelled.  

User understands and agrees that cancellation of Transaction can only be done if the beneficiary provider has not succeeded in transferring the Funds to Funds Recipient.

8. Prohibited Acts

8.1. User can only access Flip Application and use Flip Services together with every and all Features that are available for its business interest without violating the Prevailing Laws and Regulations or the rights of any third parties. 

At the time of accessing Flip Application and/or using Flip Services together with every and all Features therein, User is prohibited to: 

a. intentionally or unintentionally without rights or unlawfully intercept  or wiretap the transmission of electronic information and/or electronic document of other User, Funds Recipient, or Flip ;

b. intentionally or unintentionally without rights or unlawfully by any means amend, add on, reduce, transmit, destroy, remove or hide an electronic information and/or  electronic documents listed in Flip Application whether personal or public;

c. intentionally and without rights or unlawfully take actions that result in disruption of access to Flip Application;

d. intentionally and without rights or unlawfully sublicense, produce, sell, procure for use by other parties, distribute, provide of acknowledge ownership of Flip Application, Flip Services, Features, Material or other intellectual property rights belongs to Flip; 

e. intentionally and without rights or unlawfully manipulate, change, remove, damage part or all of the Flip Application;

f. take advantage of Flip Application, Flip Services and/or Feature to perform Transaction that contains elements of fraud, violate the provisions of the Applicable Laws and Regulations; 

g. use a program or do something that can access, search or obtain information that is not the right of the User from Flip Application;

h. interfere with the continuity of or damage the server or network connected to Flip Application or ignore standard procedures, rules, the Prevailing Laws and Regulations that is applicable to the internet connection;

i. try to access parts of Flip Application which User does not have the right to access;

j. conduct plagiarism towards the Material available on Flip Application;

k. conduct an attempt to reverse engineer, decompile, disassemble the programming code or algorithms or structures contained in Flip Application or which can directly or indirectly interfere with or damage the operational system of Flip Application;

l. conduct an act, order, participate, provide assistance or opportunities to carry out activities that violate the Applicable Laws and Regulations, violate these Flip Terms and Conditions, violate the rights of third parties, or have bad intentions while accessing Flip Application; and/or

m. conduct any kind of activities, including in or through FFB Platform, which can damage or disturb Flip’s reputation.

n. using an emulator and/or other similar software, to the extent it is defined as a tool that is capable of imitating or emulating the behavior of a compatible program or application on a device so that it can be run on another device, in accessing or using the Flip Application, Flip Services, and/or Features.

8.2 Flip has the rights to file civil lawsuits or start criminal proceedings towards the prohibited acts as referred to in this article or these Flip Terms and Conditions in entirety.

9. Data Protection

9.1. Flip will always protect User personal data by referring to these Flip Terms and Conditions and the Prevailing Laws and Regulations. 

9.2. Further provisions on the security of User’s personal data can be accessed  in Flip Privacy Policy which shall be an inseparable part of these Flip Terms and Conditions.

10. Compliance to the Prevailing Laws and Regulations

10.1. Notwithstanding the fulfilment of other compliance obligation, Flip always:

a. strives to comply with all provisions of the Prevailing Laws and Regulations including but not limited to the implementation of CDD and EDD.  

In relation to such matters Flip may from time to time request additional Data if based on Flip’s discretion it is necessary in connection with the fulfilment of CDD and EDD obligation by Flip.

b. carries out: (i) examination of potential User by referring to the black list which Flip may developed independently and/or issued by authorized parties both in national or international,  (ii) monitoring on the Transaction of User, and  (iii) reporting the Transaction to the Authorized Regulator as mandated by the Prevailing Laws and Regulations.

c. commits to prohibit and not to engage in the practice of bribery or corruption in any kind of form including but not limited to the act of giving, receiving or allowing the bribery. Flip’s employees are not allowed to provide or receive any bribery or other illegal payments or participate either directly or indirectly in the practice of bribery towards government officers and/or any parties.

10.2. The efforts to fulfil the compliance to the Prevailing Laws and Regulations are not exclusive to Flip, in this event Flip Partner (including the Overseas Partner) has similar rights and obligations with Flip.

10.3. Every Transaction which implementation or process is carried out by Flip in cooperation with Flip Partner (including Overseas Partner) can be reviewed by Flip Partner (including Overseas Partner) and/or beneficiary provider (“Flip Partner Compliance Review”).

If the Compliance Team of Flip Partner (including Overseas Partner) and/or beneficiary provider requires further information related to User and/or Funds Recipients, Flip will reach out to the User to complete the requested information based on such Flip Partner Compliance Review. The Transaction of the relevant User can only be carried out and/or processed after the Flip Partner Compliance Review is completed.

11. Representations and Warranties

User unconditionally represents and warrants as follows: 

11.1. User is a party that is legally capable (not legally disable; including has reached the legal age as referred to in Article 2.1), is not under a coercion or thread (not wilfully disable), has the power and authority to agree, subject to, bind itself as well as to perform all rights and obligations under these Flip Terms and Conditions.

11.2. The Funds used for transaction are not earned illegally or related to criminal acts including but not limited to money theft, fraud in any kind of form, money laundering, result of corruption, result of gambling, illegal logging, and other criminal act based on the Prevailing Laws and Regulations, and that User has the rights and authority to create and/or give Order.

11.3. All Data which has been submitted or stated by User or which will be submitted or stated by User in the future or from time to time is correct, complete, accurate, updated and not misleading as well as not violating the rights (including but not limited to the intellectual property rights) or interest of any other parties. The submission of Data by User to Flip through Flip Application does not violate the Prevailing Laws and Regulations and does not violate any deeds, agreements, contracts, consensus or other documents where User is a party to it.

11.4. User hereby fully responsible for the completion and accuracy of every Data which is submitted by User to Flip, and must be held responsible both civilly and criminally, if there is a statement that is not in accordance with the actual situation.

11.5. User hereby holds Flip harmless from all responsibilities and must indemnify all losses incurred by Flip on the use of Flip Application for activities that violate the Applicable Laws and Regulations, including but not limited to money theft, fraud in any kind of form, money laundering, result of corruption, result of gambling, illegal logging, and other criminal acts based on the Prevailing Laws and Regulations.

11.6. User understands that all communications and instruction from User made through Flip Application and received by Flip will be treated as a valid communication and instruction from User. Therefore, User agrees to indemnify and holds Flip harmless from all forms of losses, claims, expenses, damages, payment obligations, costs and/or lawsuits in any kind of forms in relation to the processing of an Order.

11.7. User understands and shall be responsible that Flip Services shall not be used for purposes that are contrary to the Prevailing Laws and Regulations, including but not limited to laws and regulations regarding the crimes of money laundering and terrorism financing, thus, the User understand that all forms of loss arising from violation of these provisions shall be the full responsibility of the User.

12. Limitation of Access Rights and Account, Suspension of Services, and Closing of Account 

12.1. Flip based on its own discretion can limit the access rights of User to Flip Application and Account and/or suspend Flip Services temporarily or permanently without prior notification due to the following causes (“Suspension Causes”):

a.  violation to these Flip Terms and Conditions conducted from the User Account;

b.  violation to the Prevailing Laws and Regulations conducted from the User Account;

c.  there is a Suspicious Transaction either known by Flip, Flip Partner, and/or Authorized Regulator; and/or

d.  other reasons that potentially cause losses for Flip either directly or indirectly.

12.2. During the limitation of access and/or suspension of Flip Services, User cannot use Flip Services and every and all Orders previously given to Flip will not be processed when User is in the limitation of access and/or suspension of services.

12.3. Other than limiting access and/or suspending the Flip Services as caused by the Suspension Causes above, Flip may at any time limit the access and/or suspend Flip Services based on the order from the Authorized Regulator. 

12.4. To the extent allowed by the Prevailing Laws and Regulations, Flip will notify User through email on the limitation of access and/or suspension of Flip Services together with the reasons for doing such limitation and suspension.

Based on the examination of Flip, Flip may decide to: (i) lift the limitation of access and suspension of Flip Services and resume the same as before, and (ii) permanently stop the access and Flip Services.

User understands that all losses incurred by User during the limitation of access and suspension of Flip Services will be solely borne by the User.

12.5. Notwithstanding other provisions in these Flip Terms and Conditions, Flip has the rights to close User Account either temporarily or permanently based on the consideration or decision that Flip deems appropriate based on its own discretion, on these following basis: 

a.  official request form User through the official complaint channel (“Help”) on the Flip Application and/or contact details on Flip Contact;

b.  there is an indication of Suspicious Transaction conducted by User, either based on the information, monitoring, investigation and/or report that is received by Flip and/or based on the monitoring and/or investigation of Flip Partner, Authorized Regulator and/or other third parties;

c.  Flip’s policies in accordance with the Prevailing Laws and Regulations; and/or

d.  termination of Flip’s operational activities for whatever reasons.

12.6. In the event where the User ceases, the family/heir who would like to submit a request for the closing of an Account must submit the following documents through the Help channel:

a.  copy of User Death Certificate;

b.  copy of User’s identity card;

c.  copy of User’s family card;

d.  copy of identity card of the family/heirs who submit the application to close the Account

e.  copy of family card from the family/heirs who submit the application o close the Account;

f.  copy of heirs certificate which has been acknowledged by the head of sub-district and head of district.

12.7. In relation to the provisions governed in paragraph 6 above, Flip will only close an Account and refund the Balance after all required documents above are declared complete by Flip. The refund of Balance will only be done at the latest 30 (thirty) Calendar Days after the closing of an Account is completed.

The amount of Balance that will be returned will be deducted with the outstanding Flip Services Cost or other obligations, except if based on the consideration of Flip, it is necessary to hold part of the Balance in relation to the indication and/or suspicion of Suspicious Transaction. In relation to the hold of the part of such Balance, User grants Flip the authority with substitution rights and shall not be revocable to hold part of such Balance without prior notification to User.

For the avoidance of doubt, the minimum refund of Balance that can be done by Flip is in the amount of IDR10,000 (ten thousand Rupiah).

12.8. User hereby states that Flip will be hold harmless from all forms of losses, claims, expenses, damages, obligations for payment and/or lawsuit in any form in relation to the closing of an Account and refund of Balance,  including the one submitted by the heirs, curator, receiver or other party whomsoever representing the User.

12.9. If there is any closing of Account and refund of Balance as referred to in the previous paragraphs above, User must settle all of its obligations as User to Flip which arose and has been in existence before the closing of an Account. User agrees that these Flip Terms and Conditions will be valid until all obligations of User have been met.

12.10. In relation with the closing of Account, User and Flip agree to waive the provisions in Articles 1266 Indonesian Civil Code, to the extent it requires a court decision for the closing of an Account or termination of these Flip Terms and Conditions

12.11. Limitation of access, suspension of Flip Service and/or the closing of the Account temporarily or permanently will not limit Flip’s rights to demand for indemnification, to report User to the authorized authority, and/or take another action that Flip deems necessary to protect Flip’s interest.

12.12  In relation with the promotional program, Flip has absolute authority to select User that may participate in the promotional program that were offered and/or to withhold and/or cancel the participation of the User in the promotional program if the User has been found to fulfill the criteria for Suspension Causes.

13. Intellectual Property Rights

13.1 Elements from each of Flip Application, Features, names, trademarks, logos, nuances, presentations, writings, pictures, videos, contents, codes, programming, services, and other material and/or combination from the aforementioned elements which are provided by Flip (“Material”) is protected by intellectual property rights under the Applicable Laws and Regulations. All intellectual property rights of the Material are entirely owned by Flip and Flip gives the User a non-exclusive, limited, non-saleable, and non-transferable license to use the Material solely and reasonably for the purpose of implementing these Flip Terms and Conditions.

13.2 Users are prohibited from copying, modifying, printing, adapting, translating, creating copies of, distributing, licensing to any party, selling, transferring, duplicating, creating derivative works, broadcasting via online or offline media, disassembling, or exploiting any part of Material for their own needs and/or beyond the implementation of these Flip Terms and Conditions.

13.3 If Flip found any indications/allegations on the violations of these Flip Terms and Conditions, especially regarding the intellectual property rights, Flip has the right to carry out further investigations, end User access to Flip Application together with its Flip Services and  each and all Feature therein, and take other legal actions to follow up on indications/alleged violations.

14. Limitation of Responsibility and Indemnification

14.1. Flip always strives to keep Flip Application safe, convenient, and functioning properly. However, Flip cannot guarantee that Flip Application will operate continuously or always be perfectly accessible.

14.2 Flip cannot deny the possibility that Flip Application might not be accessed at any time, is under maintenance, or experiences problems that require immediate repair by Flip. The use of Flip Application, Flip Services, including but not limited to every and all Features, as well as Material therein is at User's own risk. Flip Application together with its Flip Services, including but not limited to every and all Features are provided to User on an "AS IS" and "AS AVAILABLE" basis.

14.3 FLIP REFUSE TO WARRANT THAT FLIP APPLICATION, FLIP SERVICES TOGETHER WITH EACH AND ALL FEATURES THEREIN  WILL ALWAYS  OPERATE WITHOUT ANY INTERRUPTION OR THAT SUCH FLIP APPLICATION, FLIP SERVICES AND EACH AND ALL OF  AND FEATURES WILL BE FREE FROM DEFECTS OR ERROR WHICH DO NOT AFFECT THE PERFORMANCE MATERIALLY, OR THAT ALL THE FEATURES CONTAINED IN FLIP APPLICATION IS DESIGNED TO MEET ALL THE NEEDS OF USER.

14.4 To the extent permitted by the Prevailing Laws and Regulations, any damage that occurs to a computer network, mobile phone, application or other device belonging to User as a result of using Flip Application is the sole responsibility of User. 

14.5. To the extent permitted by the Prevailing Laws and Regulations, the period for receiving complaints from the User in connection with Fund Transfer Transaction (Apps) will be limited to a maximum of 75 (seventy five) Working Days from the date of successful Fund Transfer Transaction (Apps) or in accordance with policy as set out by each of Flip Partner.

14.6. To the extent permitted by Prevailing Laws and Regulations, Flip hereby does not responsible in any form or kind, and User agrees to hold Flip harmless from all responsibilities, demands, requests, orders indemnifications, claims, expenses, damages, payment obligations and/or lawsuits in any kind of form resulting from but not limited to:

a.  (i) loss of access to Flip Application due to a cause that is not attributable to Flip, (ii) loss of expected profit or income due to a cause that is not attributable to Flip for each of case either directly or indirectly;

b.  each and all losses that has the nature of indirect nature, immaterial, incidental, special or consequential damages, arise out of or in connection with the usage or inability to access Flip Application, use Flip Services including each and all Features inside it, including but not limited to, any losses resulting therefrom, whether or not User has been notified on the possibility of such losses;

c.  each and all erroneous and/or negligence of User, whether directly or indirectly and/or intentionally or unintentionally, in making and/or providing an Order, including but not limited to an error in selecting payment method, Fund Recipient’s data, erroneous in Recipient Bank Account, erroneous in the amount of funds, and duplication of Order due to erroneous and/or negligence of User that inputted to Flip’s system resulting in a double Funds Transfer Transaction or swapped transfer (mutation). Therefore, the User is advised to always pay attention and re-check every detail in the Order;

d.  each and all User’s negligence in protecting the security and confidentiality of Account name, Account password, Transaction password, OTP,  secret code and/or other security system code that serves to authenticate an action taken by User;

e.  The User acknowledges, understands and agrees that Flip only has a legal relationship with the User and therefore has no responsibility in any way or form with the Funds Recipient, including but not limited to the transaction which originates the Funds Transfer Transaction or Flip Globe Transaction between the FFB User and the Funds Recipient;

f.  each and all circumstances whereby a Transaction is not processed due to the lack and/or User negligence in   paying the Transaction amount, loyalty points, and the total of Flip Services Cost to Flip account based on the Order that has been previously made by the User;

g.  each and all circumstances whereby a Transaction is not processed, because if it is processed it will violate a provision under the Prevailing Laws and Regulations;

h.  each and all errors, negligence, and/or delays in processing Fund Transfer Transactions (Apps) to Recipient Bank Accounts caused by systems/operations owned and managed by Flip Partner;

I.  an existence of a request or policy from Flip Partner for not processing a Transaction due to a risk analysis on the possibility on the occurrence of violation to the Prevailing laws and Regulations;

j.  an existence of the Authorized Regulator’s order or an order based on the Prevailing Laws and Regulations that obligates Flip to stop processing a Transaction;

k.  an existence of an order to block User Bank Account and/or Recipient Bank Account based on the Authorized Regulator or obligated to be performed by Flip based of the Prevailing Laws and Regulations;

l.  inaccuracies, incorrectness and/or incompletion of any and all Data submitted by User to Flip ;

m.  omissions and/or mistakes whether intentionally or unintentionally, either directly or indirectly and/or done by User while accessing and/or using Flip Services together with any and all of its Features available inside it that causes including but not limited to unauthorized access to Flip Application and/or unauthorized use of Flip Services;

n.  accessing the Flip Application and/or use of Flip Services together with any and all of Features inside it which are not in accordance with these Flip Terms and Conditions or any other additional terms (if any);

o.  disturbances, bugs, inaccuracies, and defects that exist on Flip Application as long as Flip has carried out reasonable efforts necessary to improve Flip Application;

p.  viruses or other harmful things obtained  by accessing Flip Application;

q.  hacks done by third party towards Flip Application and/or User Account; and/or

r.  events or causes that are beyond Flip’s control or ability, including but not limited to, natural disasters, wars, riots, hardware conditions, electronic infrastructure system or transmission failures, power outage, telecommunications disturbances, clearing system failures or other things that are determined by Authorized Regulator and/or other authorized governmental bodies.

14.7. Flip shall not be responsible over Transaction mistakes (including but limited to the mistake in mentioning the name of Fund Recipient, Recipient Bank Account, or nominal amount of the Fund in the Transfer Order) and WILL PROVIDE REASONABLE ASSISTANCE to User in resolving the issues that may arise out of such mistakes by User.

14.8. USER ACKNOWLEDGES AND AGREES THAT IN THE EVENT THERE IS ANY LOSSES SUFFERED BY USER WHILE USING FLIP SERVICES WHICH HAS BEEN PROVEN BY FLIP'S ERRONEOUS OR NEGLIGENCE, THEN FLIP'S LIABILITY TO USER OR TO A THIRD PARTY IS LIMITED TO THE AMOUNT OF TRANSACTION FEES THAT HAVE BEEN PAID. The maximum amount that Flip will bear under any circumstances for actual losses (material) that have been proven was experienced by User, is only limited to the lowest amount between the amount of transaction fees that have been paid (which is recorded according to Flip’s system) or a maximum of IDR10,000,000 (ten million Rupiah).

14.9. Notwithstanding other provisions in these  Flip Terms and Conditions, User agrees to hold Flip (including its affiliates, directors, commissioners, shareholders, officers, employees, agents and/or legal representatives) harmless from responsibility for damages, claims, expenses, obligations to pay fees, lawsuits and/or any claims from any third party in connection with accessing the Flip Application and/or using Flip Services that are not in accordance with these Flip Terms and Conditions.

14.10. For the purposes of this article, affiliate means (i) in relation to a legal entity: other party who directly or indirectly controls, under a common control with or controlled directly or indirectly by Flip, or (ii) in relation with an individual, any person who has working relationship or acting as a representative or proxy of Flip.

15. Dispute Settlement

15.1. All disputes, conflicts and/or friction arising from or in connection with the implementation of these Flip Terms and Conditions between Flip and User (the "Disputes") will be resolved by deliberation for consensus within 30 (thirty) Working Days as of the Dispute being notified by  one party to the other party.

15.2. The parties are obligated to keep the confidentiality of information related to the Dispute including but not limiting to the status and/or settlement processes by not announcing, notifying, make any publication relate to the occurrence of such Dispute, including but not limiting through mass media (online, printing, television or other media), social media and/or other media which can corner one of the parties.

If the above provision is violated by User, then Flip has the rights at any time without a prior notification (to the extent permitted by the Prevailing Laws and Regulations) to suspend, deactivate and/or temporarily or permanently terminate the access of User to Flip Application  and/or Services.

15.3. In the event deliberation for consensus as referred to in paragraph (1) above is not achieved, then the Dispute will be presented before the Indonesian National Arbitration Body (BANI), which at the time these Flip Terms and Conditions are applicable has the domicile at Wahana Graha Lt. 2, Jl. Mampang Prapatan No. 2, Jakarta 12760.

The arbitration process will be subjected to the applicable BANI’s rules which shall be deemed included in these Flip Terms and Conditions by way of reference. The arbitration process will be held in Jakarta and using Indonesian language with an arbiter tribunal consisting of 3 (three) arbiters appointed based on the applicable BANI rules. The arbitration award is final and binding for the parties.

15.4. During the settlement process of the Dispute, User must still carry its obligations which User must fulfil pursuant to these Flip Terms and Conditions.

16. Flip Services Usage Risks

User understands that there may be a risk of fraud on behalf of Flip. Therefore, Flip reminds the User be cautious in receiving information and maintain the security of Data and User Account from all crimes by:

a.  not transferring money to an account in the name of Flip, based on a Fund Transfer Order or Flip Globe Order and/or other Order that the User did not make or order beforehand;

b.  will never share secret codes, passwords, or OTP codes with any party, including Flip. The User must cautious and not respond to any form of order or request to share User's secret codes, passwords, or OTP codes sent via any media, whether e-mail, websites or sites, short messages, or telephone;

c.  in the event that there is a need to submit questions, requests and/or complaints, will only contact Flip with the contact details as stated in these Flip Terms and Conditions, and will not respond to any party acting on behalf of Flip except as stated in these Flip Terms and Conditions; and/or

d. immediately contact and report to Flip’s contact, in the event of losing access to Account and/or device that is used by User in accessing Flip Application to freeze Account in order to prevent misuse of access to the FFB User Account.

17. Flip Contact

17.1. In the event that User experiences problems or has questions, requests and/or complaints related to Account, Flip Application and/or Services, User may contact Flip through:

E-mail:  [email protected], and [email protected]

or through

Phone: (021)30002424

17.2. Before responding and/or answering to User's questions, requests or complaints, Flip and/or the party appointed by Flip will first verify User's data. Flip and/or its appointed third party, at its sole discretion, may refuse to respond and/or answer to User's questions, requests or complaints, if the Data which User provided in the verification process does not match with the Data stored in Flip system.

18. Miscellaneous

18.1. These Flip Terms and Conditions are made, implemented, subject to, and interpreted based on the provisions of the laws of the Republic of Indonesia.

18.2. These Flip Terms and Conditions cover the terms and conditions as well as the governing over the access of Flip Application and the use of Flip Services that served as a valid agreement between Flip and User. User shall not assign his/her rights and obligations in these Flip Terms and Conditions to any third party without a prior written approval from Flip.

18.3 These Flip Terms and Conditions can be changed, amended, or added by Flip from time to time without a prior notification to User. The updated Flip Terms and Conditions will be uploaded on Flip Application and/or on this page for User to access. In the event of changes, amendments, or additions to these Flip Terms and Conditions, the latest version of these Flip Terms and Conditions will apply. User hereby agrees not to file lawsuits, demands, requests and/or dispute the applicability of these Flip Terms and Conditions on the basis of such changes, amendments or additions made by Flip.

Users are expected to check this page from time to time to find out about changes of these Flip Terms and Conditions.

By continuing to access Flip Application and/or use the Flip Services, User declares that he/she has read, understood and agreed to be bound by these Flip Terms and Conditions that have been changed, amended, or made addendums by Flip.

18.4. These Flip Terms and Conditions will automatically be terminated and declared null and void in the event You as a potential User cannot access Flip Application and/or use Flip Services since You are declared not meeting the CDD requirements determined by Flip, Flip Partner and/or the Prevailing Laws and Regulations to access Flip Application and/or user Flip Services.

18.5. If any provision or section of these Flip Terms and Conditions becomes invalid, unenforceable, or becomes not applicable, then such provision or section will be deemed to be deleted from these Flip Terms and Conditions, and the remaining provisions of these Flip Terms and Conditions will fully remain valid.

18.6. These Flip Terms and Conditions can be translated into other foreign languages other than Indonesian. If there is a difference of interpretation between the Indonesian version and the foreign language version, the Indonesian version will prevail and User is encouraged to refer to the Indonesian version.

18.7. User understands that these Flip Terms and Conditions are made and prepared as an electronic document as referred to by the Prevailing Laws and Regulations. If in the later days these Terms and Conditions are required to be signed by the parties, then the parties agree to sign these Flip Terms and Conditions electronically and all costs arising from such electronic signing will be borne by User and will be billed by Flip.

Updated on: November 15th, 2023