TERMS AND CONDITIONS
REFUND DUE TO TRANSACTION CANCELLATION

These Refund Terms constitute an integral and inseparable part of the Main Terms and Conditions of KFC Indonesia. Accordingly, all provisions set forth in the Main Terms and Conditions shall remain valid and binding insofar as they are not specifically regulated under these refund provisions.

1. General Provisions for Refund Submission

1. Refund requests apply to transactions that fail, cannot be processed, or are canceled by the customer before the order is processed, provided that payment has been successfully received by KFC.

2. Customers may submit refund requests through:

   • The KFCKU Application: no later than 2 × 24 hours after the transaction is made.

   • KFC Customer Service: no later than 30 (thirty) calendar days after the transaction.

3. KFC reserves the absolute right to reject, cancel, or not process any order without obligation to provide any reason. In the event that a cancellation is made by KFC after payment has been received, KFC will issue a full refund without any additional charges.

4. Refunds do not apply to errors caused by the customer, including but not limited to incorrect menu selection, inaccurate information provided, or customer negligence. However, KFC may consider refund requests subject to the application of administrative fees in accordance with applicable KFC policies.

5. At the time of submitting a refund request, customers are required to select one of the available refund methods, namely:
   • Direct Refund (refund to the original payment method); or

   • Bank Transfer (an option if Direct Refund is unavailable or fails to be processed).

6. Customers are required to accurately provide their bank account details when selecting the Bank Transfer refund method. Errors in providing bank account information are not the responsibility of KFC.

7. KFC may request additional data for verification purposes in accordance with data security requirements and applicable laws and regulations.

2. Refund Verification and Approval Process

1. Verification of refund requests will be conducted no later than 3 (three) calendar days after complete data and supporting documents are received by KFC.

2. If verification is not performed by the store within the specified timeframe, the system may automatically approve the refund request in accordance with the KFCKU system policy.

3. KFC reserves the right to reject refund requests if the data provided is incomplete, invalid, or not in compliance with applicable policies.

3. Service Level Agreement (SLA) for Refunds

1. The refund SLA is calculated from the date the refund request verification is approved.

2. Refunds will be processed in Indonesian Rupiah (IDR) based on the original transaction value.

3. The estimated refund processing timeline is as follows:

A. Direct Refund

Refunds via Direct Refund follow the provisions of the payment service provider (acquirer), with a maximum estimated processing time of 20 (twenty) business days. Direct Refunds may be subject to administrative fees, which will be informed to customers prior to processing. Any applicable administrative fees will be deducted from the refunded amount.

Refund SLA Based on Payment Method :

1. GoPay / DANA

   • Direct Refund : 1×24 hours (immediate)
   • Bank Transfer : Immediate

2. Indodana PayLater

   • Direct Refund : 1×24 hours (immediate)
   • Bank Transfer : Immediate

3. Kredivo PayLater

   • Direct Refund : 1×24 hours (immediate)
   • Bank Transfer : Immediate

4. ShopeePay / Shopee PayLater

   • Direct Refund : Not available

   • Bank Transfer : Immediate

5. QRIS

   • Direct Refund : Max. 20 business days

   • Bank Transfer : Immediate

6. Debit / Credit Card

   • Direct Refund : 7–14 business days

   • Bank Transfer : Immediate

B. Bank Transfer

1. Bank Transfer via Customer Submission in KFCKU App

   1. Submission is made through the refund form in the KFCKU application and will be verified by KFC.

      • Refund SLA : 1×24 hours

      • Submission Deadline : Max. 2×24 hours

   2. Terms:

      • An administration fee of IDR 1,500 will be deducted from the total refund amount as an interbank transfer fee

      • The minimum refund amount after fee deduction is IDR 10,000

2. Manual Bank Transfer by KFC

   1. Submission is made by the customer and processed by KFC after data validation.

      • Refund SLA : 1×24 hours

      • Submission Deadline : Max. 30 business days

   2. Terms:

      • Applicable for specific cases in accordance with KFC policy.

Additional Provisions

1. Delays caused by payment service providers or banks are beyond KFC’s control.

2. If customers do not receive the refund after the SLA period has elapsed, they may contact KFC Customer Service for further investigation.

3. Refund status notifications will be provided through the KFCKU application.

4. KFC is not responsible for delays solely caused by third parties, provided that KFC has made reasonable efforts to expedite the refund process.

5. KFC reserves the right to reject refund requests that do not comply with these provisions or if there are indications of abuse of the refund system.

6. These provisions may be updated from time to time. Any updates will be communicated through the KFCKU application and/or the official KFC Indonesia website.

7. By completing a transaction, customers are deemed to have read, understood, and agreed to all refund provisions set forth above.