Refund Policy

• Vantenza AI: full refund if the redeem code has not been redeemed and you send your refund request to [email protected] no later than 7 calendar days after the date your payment went through. After the redeem code is redeemed, the payment cannot be refunded, unless the quota cannot be used because of a problem on Vantenza's side. In that case, Vantenza replaces the quota or refunds the value of the remaining unused quota.
• LiveChat AI: the license fee is refunded in full if LiveChat AI has not gone live within 14 business days after we receive your license payment, because of a problem on Vantenza's side. The monthly fee for the current period is not refunded. You can cancel at any time. Cancellation takes effect from the next monthly period.
• All refund requests are made by email to [email protected].

Vantenza products are sold by Vantenza, a business run by an individual (not yet incorporated as a limited company, or PT). Contact: [email protected].

Vantenza AI is bought as prepaid quota in rupiah through the Vantenza store on Lynk.id. After your payment goes through, you receive a redeem code by email. You redeem the code on the redeem page to get an API key.

LiveChat AI is bought with a one-time license fee, plus a monthly maintenance fee based on the package.

You are entitled to a full refund if both of these conditions are met:

1. the redeem code has not been redeemed for an API key; and
2. you send your refund request to [email protected] no later than 7 calendar days after the date your payment went through. What counts is the date your email was sent. Example: if your payment went through on 1 October, send your request no later than 8 October at 23:59 WIB (UTC+7).

A full refund is the amount you paid for that product. If you used a promo code or discount, the refund is the amount you actually paid after the discount.

If you have not received the email with your redeem code, or no code has been issued for your order, contact us within those 7 days. As long as the code has not been redeemed in our system, we can resend or issue the code, or process a refund if you ask for one.

• A redeem code counts as redeemed from the moment it is used on the redeem page, whether you type it in yourself or use the "Redeem sekarang" (Redeem now) button in the email, and the API key is shown for the first time.
• Entering the same code again to reopen the API key does not change this status. The code still counts as redeemed.
• This status applies no matter who redeems the code. If your code is redeemed by someone else, it still counts as redeemed, unless the code or API key reached that person through Vantenza's error or negligence, for example because our system sent it to the wrong email address. In that case, the quota used is treated as quota that cannot be used because of a problem on Vantenza's side, under this policy.
• We check the code's status in our system when we process your request. If the code is redeemed before the refund has been fully processed, the full refund cannot go ahead. While your refund request is being processed, do not redeem that redeem code.

After the redeem code is redeemed, the payment cannot be refunded, unless the quota cannot be used because of a problem on Vantenza's side. For example:

• An API key that still has quota left keeps being declined because of an error in our system, even though it is used as described in the guide.
• An error in our system makes the quota on the API key differ from the amount of the product you bought.
• The redeem code or API key reaches someone else through Vantenza's error or negligence, for example because our system sent it to the wrong email address.
• The API key is blocked because of a security risk without any breach on your part, or is blocked by mistake.
• Vantenza permanently discontinues the Vantenza AI service.

In these cases, Vantenza will replace the quota that cannot be used, for example with a new redeem code, or refund the value of the remaining unused quota. If the quota issued is less than the amount of the product you bought, the replacement or refund covers the difference. If Vantenza AI is permanently discontinued, we refund the value of the remaining unused quota. A refund is at most the amount you paid for that code.

The remaining quota is calculated in rupiah based on the usage records in our system at the time the problem began. You can attach other evidence, such as a screenshot of the Check usage page or an error message, and we will take it into account.

• Changing your mind after the redeem code is redeemed.
• Refund requests for a redeem code that has not been redeemed but that are sent more than 7 calendar days after the date your payment went through. That code can still be used because it does not expire.
• Quota that has already been used, including use by other people who got your redeem code or API key, unless the code or API key reached them through Vantenza's error or negligence.
• Quota that runs out faster than you expected. Usage estimates on the site are only estimates.
• AI answers that do not meet your expectations.
• Your apps, programs, or devices that are not compatible with the service, as long as our service works as described in the guide.
• Temporary disruptions that have been resolved. Quota does not expire, so you can still use it once the service is back to normal.
• API keys blocked because of a proven breach of the Vantenza AI Terms & Conditions.
• Quota given for free, for example as a gift or compensation.

• The license fee is refunded in full if LiveChat AI has not gone live within 14 business days after we receive your license payment, and the delay is caused by a problem on Vantenza's side.
• Go-live means LiveChat AI is running on your deployment and the chat widget or chat page can receive chats from visitors.
• Business days are Monday to Friday, excluding national public holidays in Indonesia.
• Deployment means LiveChat AI running on your server or infrastructure.
• The right to a license refund arises if, at the end of the 14th business day after we receive your license payment, LiveChat AI has not gone live because of a problem on Vantenza's side. You can request the refund from the next business day, including if LiveChat AI only goes live after that deadline. You may also choose to continue with the setup.
• If LiveChat AI goes live within 14 business days, or the delay is not caused by a problem on Vantenza's side, the license fee cannot be refunded.

Delays caused by the following are not counted as a problem on Vantenza's side:

• you have not yet given us the server access, domain, AI provider account, or knowledge base materials we need;
• you change your requirements or ask for the setup to be postponed;
• disruptions at the server provider, domain provider, AI provider, or other third-party services;
• circumstances beyond reasonable control, such as natural disasters or widespread network outages.

Business days on which setup is delayed because of any of the above are not counted toward the 14-business-day limit.

• The monthly fee for the current period is not refunded, including if you do not use LiveChat AI during that period.
• You can cancel at any time by letting us know at [email protected] before the next monthly period begins. Cancellation takes effect from the next period, so you are not billed for any period after that.
• We refund any monthly fees you have already paid for periods that have not yet started when the cancellation takes effect.
• If the license fee is refunded because of a go-live delay, we also refund any monthly fees you have already paid for periods that have not yet started.

• Monthly server fees paid through Vantenza follow the monthly fee rules above.
• Domain fees cannot be refunded once the domain has been successfully registered.
• AI usage is paid to your own AI provider account. If you pay for an AI balance top-up through Vantenza, we tell you the refund rules for it in writing before you pay; balance that has already been added to the AI provider account is subject to that AI provider's terms.

• Changing your mind after paying the license fee. The license fee is only refunded in the situations described in the license fee section.
• Monthly fees for a period that has already started.
• Business results that do not meet your expectations, such as the number of chats or sales.
• Incorrect AI answers caused by a knowledge base or business data that is not yet accurate.
• Termination because of a breach of the LiveChat AI Terms & Conditions.

Email [email protected] with the subject "Vantenza AI Refund Request" or "LiveChat AI Refund Request", depending on the product, and include:

• for Vantenza AI: your Lynk.id order number or invoice number, and the email address you used when buying;
• for LiveChat AI: your business name and contact name, and the date of the license payment or monthly fee concerned;
• proof of payment;
• the reason for the refund and a short explanation of the problem. For a Vantenza AI code that has already been redeemed, mention, for example, the error message that appeared and when it happened.

Do not send your full redeem code or API key by email. Your order number is enough for us to check the code's status and usage. If one Vantenza AI order contains more than one redeem code, the rules in this policy apply to each code separately.

• We reply to your email to confirm the request and, if needed, ask for any missing information.
• We review the request based on order or payment records, redeem code status, usage records, and setup history, then tell you the result by email.
• If the refund is approved, we ask for account details: for Vantenza AI, a bank account or e-wallet in the buyer's name; for LiveChat AI, a bank account in your business's name or in the name of the party that made the payment. We only ask for account details by email from [email protected]. We never ask for a PIN, password, or OTP code. The money is sent by transfer, and Vantenza covers the transfer fee. We send the money no later than 7 business days after we receive your account details.
• Vantenza AI: by accepting a refund, you agree that you will no longer redeem or use that redeem code. If the code is redeemed or used anyway, we may block the resulting API key.
• LiveChat AI: after the license fee is refunded, the license ends and setup stops. We no longer use the access you gave us, and we recommend that you change those passwords or access details.

Payments for Vantenza AI are processed by Lynk.id. Refund requests under this policy are made to Vantenza by email, and the money is sent directly by Vantenza. If you also file a cancellation or payment dispute through Lynk.id or your payment provider, let us know so that the same money is not refunded twice.

This policy does not reduce your rights as a consumer under the laws and regulations in force in Indonesia.

We may update this policy. We announce changes on this page before they take effect. Active LiveChat AI clients are notified of changes in advance, and the changes take effect from the next monthly period. Changes do not apply to purchases or payments made before the update date. Purchases and payments made before 1 October 2026 are also covered by this policy.

This policy is written in Indonesian. Translations into other languages are provided for convenience. If the content differs, the Indonesian version prevails.

Questions about refunds can be sent to [email protected].

• Email: [email protected]
• Phone: 0811-6884-2424
• Address: Jl. Kedoya Raya No. 20, Kota Adm. Jakarta Barat, DKI Jakarta 11520 (opens in a new tab)

All the ways to contact us are on the Contact Us page.