Terms and Conditions

Updated Date:January 25, 2025

The terms listed herein shall have the meanings ascribed to them unless otherwise defined below:

• "We", "Our", or "Us" means Indo4ward Pte Ltd.
• "You", "User", "Customer", or "Your" means any person or entity using or accessing the Services provided by Indo4ward Pte Ltd's platform.
• "Platform" or "Site" means the website and contents accessible under our domain,www.indo4ward.com.
• "Services" means all services offered by the platformwww.indo4ward.com.
• "Product", "Shipment", or "Order" means the goods, transactions, freight, parcels, or items purchased by the User through our Platform from respective online websites of e-commerce merchants or marketplaces in Indonesia.
• "Special Cases" means orders that cannot proceed without our intervention and review of the order for quotation.
• "Terms" mean the terms of use set out herein.

1. Agreement

These Terms and Conditions apply to all Users of the Platform and are binding for all Orders, Contracts made, or Contracts to be made by Us for the services provided in purchasing items on behalf of the User. These Terms constitute the entire agreement between the Customer and Us.

By accepting these Terms and Conditions, You agree to enter into this contract as stipulated herein and to be bound by the policies, disclaimers, and limitations of liability set forth herein.

2. Registration

As part of the Terms and Conditions, the following rules apply for registration:

• You must read, agree, and accept these Terms and our Privacy Policy, including any additional terms referenced herein, prior to becoming a User.
• Services are available only to individuals legally capable of entering into binding contracts under applicable local jurisdiction.Individuals under eighteen (18) years of age may use the Services only with the involvement of a parent or legal guardian.
• Business entities registering on our Platform must ensure their legal representative has the authority to bind the entity to these Terms.
• Account sign-ups with Indo4ward are free of charge.
• Account Misuse: Creating multiple accounts or providing inaccurate information constitutes a breach of these Terms and may result in account termination.

3. Operation Hours

We operate from 9:00 a.m. to 6:00 p.m. Singapore Time, excluding Saturdays, Sundays, and public holidays in Singapore and Indonesia.

4. Terms of Transaction

4.1 Account Creation and Updates

• Users must create an account on our Platform to place Orders. The information provided must be accurate and updated promptly when changes occur.
• Account misuse or creating multiple accounts without authorization will be treated as a violation of these Terms.

4.2 Formation of Contract for Orders

• Orders must be placed through the Platform’s designated process. No other method (e.g., telephone or email) will be accepted.
• Payment must be made prior to the confirmation of an Order. In Special Cases, Users will confirm the Order before payment is processed.
• An Order is considered accepted only upon successful payment and issuance of an Order confirmation.

4.3 Order Accuracy and Payment

• While we strive for accuracy, errors in product details, pricing, or availability may occur due to supplier updates. Orders may be subject to cancellation or modification in such cases.
• Users are responsible for reporting order discrepancies within three (3) business days of receiving the confirmation. After this period, discrepancies will be deemed accepted.
• Users can reach out to us at [email protected]

4.4 Finality of Payment and Acknowledgment

• In the event that payment has been made but the Customer does not acknowledge the transaction, it cannot in any way be canceled or retrieved. Due to our three-step authentication and secure payment procedure, we assume the transaction is completed with the card owner's knowledge.
• For all orders placed and paid for, the transaction is considered final.

4.5 Order Fulfillment and Delays

• While we aim to execute orders promptly after they are placed, the User agrees that we will not be held responsible for any delays in order processing or delivery.
• We reserve the right to reject any orders at our sole discretion at any time, with or without prior notice.

4.6 Refusal of Order

We reserve the right to refuse, cancel, or reject any Order at our sole discretion for reasons including, but not limited to, the following:

1. Unavailability of the Product:
   1. The Product is out of stock.
   2. The Product is discontinued by the merchant or seller.
2. Pricing or Listing Errors:
   1. The Product is listed at an incorrect price or contains material inaccuracies in its description.
3. Customer Instructions:
   1. Lack of clear instructions from the Customer for processing the Order.
4. Regulatory or Safety Concerns:
   1. The Product is deemed unsuitable for transportation across borders.
   2. The Product is considered hazardous, dangerous, prohibited, or restricted under regulations set by:
      1. IATA (International Air Transport Association),
      2. ICAO (International Civil Aviation Organization),
      3. Other applicable government bodies and related organizations.
5. Non-Compliance with Platform Policies:
   1. The Customer violates our Terms and Conditions or engages in activities deemed unlawful or fraudulent.
6. If we decided to cancel your Order:
   1. Any payment received for the canceled Order will be refunded to you in full.
   2. We will not be liable for any loss or damages incurred as a result of the cancellation.

5. Deliveries

5.1. Shipment Address:

1. Shipments will be delivered to the address provided by the Customer during the ordering process.
2. Shipments may be handled by various vendors to facilitate delivery to a central receiving area before being forwarded to the Customer.
3. The listed shipment address may not necessarily be addressed to the named recipient personally.

5.2. Customs and Duties:

• All customs duties, taxes, and import charges associated with the shipment are the sole responsibility of the Customer.
• Should the Customer fail to pay customs or duties charges, delays or a return to the origin may occur. Any such costs incurred, including return shipping fees or penalties, will be borne by the Customer.

5.3. Compliance with Import Regulations:

• We do not guarantee the delivery of packages that fail to comply with import or export regulations of the destination country.
• If the shipment is refused by customs, deemed undervalued, or the recipient fails to provide the required payment or documentation, we shall use reasonable efforts to return the shipment to the merchant at the Customer's expense. If a return is not possible, the shipment may be disposed of or sold by us without liability, with any proceeds applied against service charges and related fees.

5.4. Delivery Schedule:

• We make every reasonable effort to deliver shipments according to our regular delivery schedule (within 3-5 business days upon arrival to our warehouse in Indonesia). However, these timelines are not guaranteed, and we are not liable for any delays.

5.5. Damage or Loss:

• We are not responsible for damages resulting from shipment or local delivery once the package has left our warehouse. Prior to international shipment, all packages are checked to ensure they are undamaged.

6. Partial Fulfillment and Cancellation Policy

6.1. Order Fulfillment Process:

• Orders placed with Indo4ward may involve items from multiple sellers. Each item in the order is processed and shipped individually based on the seller's timeline and availability.

6.2. Partial Fulfillment Policy:

• If an Order contains multiple items and one or more of those items have been received at our warehouse, the Customer acknowledges that the Order is considered partially fulfilled.
• In such cases, the fulfilled portion of the Order (items received at the warehouse) is final, and cancellation of the entire Order is no longer permitted.

6.3. Cancellation Restrictions:

• Customers may not cancel any part of an Order once one or more items in the Order have been successfully procured from the seller and received at our warehouse.
• Items that have not yet been procured may be subject to cancellation at our discretion, but this will not affect the status and bindings of the items already received at our warehouse.

6.4. Non-Refundable Items:

• Items that have been received at our warehouse are deemed as finalized transactions and are not eligible for cancellation or refunds under any circumstances.

6.5. Customer Responsibility:

• Customers are encouraged to review the status of their Orders regularly and notify us promptly of any special instructions or concerns. However, partially fulfilled Orders cannot be altered or canceled once procurement has begun for any part of the Order.

7. Returns and Refund Policy

1. All Sales Are FINAL: Orders are final, and returns or refunds are not permitted unless explicitly authorized by Us in writing.
2. Used Products: For products listed as "USED," Users acknowledge the item is sold on an “as-is” basis, and variations from listing photos or descriptions are acceptable and does not constitute to any form of returns or refund.
3. Refund Exceptions: Refunds may only be considered if items are demonstrably inconsistent with the merchant's listing and supporting evidence is provided such assessment will take on average fourteen (14) business days. Such refunds are subjected to shipping costs to Indonesia and administrative fees.
   • Return Process:
     • Returns are subject to the arrival of the returned goods at our designated facility. Once the returned goods are received, we will initiate an internal assessment of the items.
     • The assessment process for returns will take an average of sixty (60) business days after receival of the product to determine whether the return meets our refund criteria.
   • Refund Process:
     • If the return is validated and approved, the refund will be processed. Refunds typically take an additional ten (10) business days to be credited back to the Customer, depending on the Customer’s bank or payment processor.
     • Notifications will be sent to the Customer at each stage of the return and refund process.

8. Dispute Resolution Policy

• If you believe a product is defective or unacceptable, you must contact Indo4ward within 7 calendar days of delivery with detailed evidence (e.g., photos or videos).
• Resolution Options:
  • Partial Refund
  • Voucher Code
  • Replacement(s), are subjected to sellers' availability and mediation
• Non-Refundable Cases:
  • Minor discrepancies (e.g., color tone variations, quality discrepancies).
  • Damages caused by the Customer.
  • Dispute raised after the 7-day window.
• Customer Responsibility in Disputes:
  • Customers must ensure that the evidence provided is clear and sufficient to support the claim. Disputes with incomplete documentation may not be processed.
• Indo4ward’s Final Decision:
  • Indo4ward reserves the right to make the final decision on all dispute cases based on evidence, our policies, and seller agreements.

9. Prohibition

Users shall not misuse the Platform in ways that engage in unlawful, criminal, or harmful activities. This includes, but is not limited to:

• Transmitting viruses or other malicious software.
• Hacking or attempting to gain unauthorized access to the Platform.
• Infringing upon proprietary rights of others.
• Engaging in activities that violate local, national, or international laws.

Violations of these prohibitions will be reported to the appropriate law enforcement authorities, and we reserve the right to take legal action.

10. Indemnity and Limitation of Liability

Users agree to indemnify Indo4ward against all claims, damages, or costs arising from misuse of the Platform. Indo4ward shall not be liable for indirect, consequential, or punitive damages resulting from the use or inability to use our Services.

11. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of Singapore. Any disputes will be resolved through arbitration at the Singapore International Arbitration Centre (SIAC), under its then-current rules. The arbitration tribunal will consist of one arbitrator, and proceedings will be conducted in English.

12. General

Indo4ward reserves the right to amend these Terms and Conditions at any time. Changes will take immediate effect upon posting on our Platform. Users must review the Terms regularly to ensure compliance.