Satupack Terms and Conditions

Satupack is operated by PT Trigunung Padutama, Bandar Lampung, Indonesia (“Satupack”, “we”).

Satupack connects buyers with the nearest seller shop. The sales contract is made directly between the buyer and the seller shop. Satupack provides the platform, secure payment, tracking, reviews, and the Resolution Center.

You must be at least 17 years old or legally capable to create an account. The information you provide must be accurate and up to date.

Keep your password confidential. You are responsible for all activity under your account. Contact us right away if someone else uses your account.

One person, one account. One account may own only one shop. Accounts, registration codes, and Partner or Agent roles may not be transferred or sold.

Give a correct address and location pin, pay for the order with the chosen method, and accept the goods.

Check the goods as soon as they arrive and request a return within the time limit shown in the app if there is a problem.

Do not cancel or request returns dishonestly, and do not abuse coupons, discount programs, or reviews.

Show honest products, prices, stock, photos, and descriptions that match reality. Selling illegal, counterfeit, or dangerous goods, or goods that infringe others' rights, is prohibited.

Respond to incoming orders on time by accepting or rejecting them. A rejection must come with a clear reason, and that reason is passed on to the buyer.

Pack well, ship as the buyer chose, and keep stock accurate. An order the shop has accepted must be fulfilled as promised.

The shop location follows the registration code. An Agent may only be in the same province as the Partner who created its code. The shop courier rate is set fairly and shown before the buyer pays.

Respect buyers: do not threaten or pressure them, or ask them to delete a review or withdraw a complaint.

Prices are in Rupiah. Shipping and any service fee are shown before you pay. There are no hidden fees.

Payment goes through official payment providers. Satupack does not store your card number.

The buyer's funds are held by the platform and are released to the seller only after the goods are received and the return period ends without a complaint. For cash on delivery (COD), the buyer pays the courier when the goods arrive.

Refunds go to the original payment method or another agreed way, in line with the return or Resolution Center decision.

Buyers are served by the nearest shop. If the nearest shop is out of stock, the item is taken from the next nearest shop that has it.

Trackable order statuses: not processed, processing, shipped, and completed. The risk of damage or loss in transit stays with the party shipping until the goods reach the buyer.

When goods arrive, the buyer and seller are asked to review each other.

A buyer may request a return if the goods do not match the order, are damaged, defective, or short, with photo evidence and within the time limit shown in the app. The seller approves or rejects, and a rejection must include a reason.

If the buyer and seller cannot agree, either party may take the case to the Resolution Center. During the review, funds are held so both sides stay protected.

The Resolution Center decides neutrally based on evidence from both sides: photos, videos, order history, conversations on the platform, and delivery data. Both parties get the same chance to explain and submit evidence. The decision is given in writing with its reasons.

The Resolution Center's decision must be accepted and carried out by both the buyer and the seller. Satupack carries it out by releasing or refunding funds as decided. By agreeing to these terms you accept that decision as the final settlement within the platform.

This does not remove your rights guaranteed by law, including consumer rights and the right to complain to the competent authorities. Satupack may correct a clear administrative error in a decision.

Abuse of the Resolution Center, such as false evidence or repeated dishonest complaints, may lead to the measures in section 12.

Reviews must be honest and based on real experience. Buyers and sellers can review each other after an order is completed.

Buying, trading, or forcing reviews, writing fake reviews, and using reviews for blackmail are prohibited. We may hide reviews that break these terms.

Buyer and seller rankings are calculated from real activity and ratings on Satupack.

Fraud, forgery, money laundering, buying or selling prohibited goods, collecting other users' data, damaging or overloading the system, manipulating prices or stock, and avoiding the platform's payment for transactions that began on Satupack.

Content that harasses, spreads hatred, or infringes others' copyright and trademarks.

We collect the data needed to run the service: identity and contact details, address and location pin, order history, payments (through the payment provider), return evidence photos, and app usage data.

Data is used to process orders, send notifications, prevent fraud, resolve disputes, and meet legal obligations. We do not sell your personal data. It is shared only as needed with sellers, couriers, payment providers, and authorities where the law requires.

A buyer's name is shown to sellers only as needed (first name). You have the right to access, correct, and request deletion of your personal data under Indonesian personal data protection rules, by contacting us.

We work to keep the service running well and safely, but we do not guarantee it is free of interruptions. We are not responsible for events beyond our reasonable control, such as disasters, network outages, or third-party failures.

Satupack is not the seller of the goods. The quality and authenticity of goods are the shop's responsibility. Satupack is responsible for running fund protection and the Resolution Center as set out here.

To the extent the law allows, Satupack's liability to you is limited to proven direct loss caused by our negligence and does not exceed the value of the transaction concerned. This limit does not apply to anything the law does not allow to be limited.

If there is a violation, we may warn, restrict features, hold the release of the related funds, suspend temporarily, or close the account, in proportion to the seriousness of the violation.

Unless there is a real danger or a legal duty, we explain the reasons and give you a chance to respond before taking serious action. Funds that are rightfully yours are still paid out under these terms once your obligations are met.

You may close your account at any time once your open orders and disputes are finished.

We may update these terms from time to time because of changes in the service, in practice, or in the law. By ticking the agreement box when you sign up, you agree to these terms and to their future changes.

We announce important changes in the app, on the website, or by email, usually at least 14 days before they take effect, except for changes required by law or needed urgently for security. We keep the version and date of each agreement you give.

Orders already placed follow the terms in force when the order was made. If you do not agree with a change, you may stop using Satupack and close your account; using Satupack after the effective date means you accept the change.

These terms are governed by the laws of the Republic of Indonesia.

Disputes between a buyer and a seller are settled first through chat, returns, and the Resolution Center. Other disputes are settled by deliberation. If that fails, they are settled through the competent court in Bandar Lampung, without limiting a consumer's right to complain to the Consumer Dispute Settlement Agency or another competent body.

Questions about these terms: see the Help page for Satupack Customer Care contacts.