Last Updated Privacy

Terms & Conditions

The Terms & conditions set forth below govern an agreement between the User (“You”) and PT Tokopedia (“Tokopedia” or ‘We’) which governs the rights, obligations and responsibilities of the User towards the use of services, features and/or services accessed by the User through the website www.tokopedia.com along with any derivative sites and/or Android or iOS-based applications that We manage (“Site/Application”). Users are advised to read carefully as it may affect the legal rights and obligations of Users.

By registering and/or using the Site/Application, Users are deemed to have read, understood, comprehended and agreed to the entire content set forth under these Terms and conditions. These Terms and Conditions constitute a form of agreement made in a legal agreement between the User and PT. Tokopedia. If the User does not agree to any, part or all of terms set forth under these Terms and Conditions, the user shall not access and/or use Site/Application.

A. Definition

B. Account, Refund Balance, Income Balance, Password and Security

C. Purchase Transaction

D. Sales Transaction

E. Storefront Layout

F. Service Fee and Application Service Fee

G. Price

H. Shipping Rates

I. Content

J. Types of Goods and Services

K. Power Merchants and TopAds

M. Promo

R. Disclaimer of Warranty And Limitation of Liability

S. Release

T. Indemnity

U. Choice of Law

V. Update

W. Language

A. Definition

PT Tokopedia means a limited liability company engaging in the business activity of web portal service at www.tokopedia.com, which is a search site for stores and Goods sold by registered sellers. Hereinafter referred to as Tokopedia.
Site/Application means www.tokopedia.com owned by Tokopedia which can be accessed through desktop site and/or Android or iOS based application.
Application Service Fee is the fee for using the Tokopedia Site/Application for the purpose of system maintenance and service quality improvement through the Tokopedia Site/Application.
User means a party using Tokopedia services, including but not limited to registered user, Buyers, Sellers or other parties just visiting the Site/Application.
Buyer means a registered User who makes a request for Goods sold by a Seller on Tokopedia Site.
Seller means a registered User who opens a store and/or offers Goods to Users of Tokopedia Site.
Goods means objects that are tangible / have physical Goods that can be delivered / meet the delivery criteria by Goods delivery service companies.
Refund Balance means a temporary holding facility for funds owned by the Buyer (not a fund deposit facility), provided by Tokopedia to hold refunds for the purchase of Goods, digital products and/or financial products. These funds can only be reused to make purchases on the Tokopedia Site and/or withdrawn to a registered bank account.
Income Balance means a temporary holding facility for funds owned by the Seller (not a fund deposit facility), provided by Tokopedia to hold the proceeds from the sale of Goods, investment products and/or affiliate commission on the Tokopedia Site. These funds can only be withdrawn to a registered bank account and cannot be reused to make a purchase on the Tokopedia Site.
Tokopedia Official Account means a joint account agreed by Tokopedia and users to process the sale and purchase transaction on the Tokopedia Site. Tokopedia's official account may be found on the https://www.tokopedia.com/help/article/metode-bayar-di-tokopedia page.
Transaction Completed is when the Buyer has confirmed receipt of the Goods so that the transaction status is declared complete by the Site/Application.
Resolution Center is a feature provided by Tokopedia to facilitate the resolution of transaction problems between Buyers and Sellers.
Site Terms are the Site/Application Terms and Conditions, Privacy Policy, and any other Terms and Conditions that may apply to or in connection with the use of the Site/Application and all features contained therein.
Shop is an electronic marketplace provided by Tokopedia through “TikTok” mobile application.
Account Integration is the integration of a Seller's account on the Site/Application and Shop by using one seller center to manage stores on both platforms.

B. Account, Refund Balance, Income Balance, Password and Security

The User represents and warrants that the User is at the age of minimum 18 (eighteen) years old or married and not under guardianship or conservatorship and the User legally has the capacity and right to bind himself/herself to these Terms and Conditions. If the User does not meet these conditions but continues to access or use the Site/Application, services available on the Site/Application, third party content located on the Site/Application, offers on the Site/Application or payment methods applicable on the Site/Application, the User represents and warrants that the User's actions to open, access or perform other activities on the Site/Application have been approved by the User's parents, guardian or custodian. The User expressly waives any rights under applicable laws and regulations to cancel or revoke any and all approvals that the User gives under these Terms and Conditions at the time the User is deemed to be legally mature.
Tokopedia does not charge any registration fee to Users.
Users understand that 1 (one) telephone number may only be used to register 1 (one) Tokopedia User account, except for Users who have previously owned several accounts with (1) telephone number.
Users who have registered are entitled to act as:

Buyers.
Sellers, by using the store opening service.

Users who will act as Sellers are required to choose the option of using the store opening service. After using the store opening service, Users are entitled to arrange the items that will be traded in the User's personal storefront.
The user has the option of opening a shop to serve as a seller, upon opening the shop, the user has the right to arrange the goods that will be traded in the storefront layout.
Users who have opened a store are expected to upload product content that will be traded within 90 (ninety) calendar days after the store is successfully opened. If a User has not uploaded any product content within 90 (ninety) calendar days, the User agrees and understands that Tokopedia shall be entitled to moderate and/or close the store without prior notice.
Tokopedia without prior notification to the User, is authorized to take the necessary actions for any alleged violation or breach of the Terms and Conditions and/or applicable law, namely actions in the form removal of Goods, store moderation, store closures, cancellation of listings, account suspension and/or deletion of user accounts.
Tokopedia is authorized, without prior notice, to take necessary actions against the Seller, including but not limited to (i) downgrading the Seller's content; (ii) deleting the Goods; (iii) canceling the listing of the Goods; (iv) closing the shop temporarily or permanently; and/or (v) moderating the account temporarily or permanently, in the event that it is suspected and/or there are activities of the Seller that are indicated to commit fraud and/or fraud and violate the Site Terms and/or applicable legal provisions in the territory of Indonesia in accordance with the User penalty policy, which can be seen HERE.
Users agree that Tokopedia shall be entitled to take other necessary actions in relation thereto, including but not limited to refusing the application for a new store opening if similar data is found.
Users understand and agree not to use, modify, disassemble, duplicate, resell and/or carry out other exploiting activities on the software or hardware systems, network and/or Site/Application data with automatic or manual technology without permission from Tokopedia.
Users agree not to use and/or access the Tokopedia system, directly or indirectly, either in whole or in part with viruses, software or other technologies that may weaken, damage, disrupt or hinder, limit and/or take over the functionality and integrity of the software or hardware system, network and/or data on the Tokopedia Site/Application.
Users shall not create and/or use any hardware/software/feature and/or other tools, including but not limited to emulators, robots, macros, crawlers and/or automatic devices with the purpose to access or use the services on the Tokopedia system, including but not limited to : (i) manipulating Store data; (ii) creating multiple accounts; (iii) manipulating devices with the purpose to harm Tokopedia; (iv) browsing activities (crawling/scraping) or copying content; (v) automation activities in transactions, sales and purchase, promotions, etc.; (vi) adding products to the storefront; (vii) collecting (harvesting) or stealing user data; (viii) spamming, sending large amounts of electronic communications, sending chain mails; and/or (ix) other activities which may reasonably be deemed as acts of manipulating services and systems.
Tokopedia is authorized to make an adjustment to the number of store transaction, adjustment to the number of reputation and/or to carry out moderation process/close User accounts in the event of any actual or alleged fraud committed by the User with the purpose to manipulate User transaction data in order to improve the store reputation (review and or number of transactions). For example, by shopping at its own store using its personal account or other personal accounts.
Refund Balance comes from a refund for the purchase of Goods, digital products and/or financial products on the Tokopedia Site and cannot be topped up.
Refund Balance may be used as one of the payment methods for the purchase transaction of Goods, digital products and/or investment products on the Tokopedia Site, and may be withdrawn to the bank account registered in the User’s account.
Income Balance only comes from the proceeds of the sale of Goods, investment products and/or affiliate commission on the Tokopedia Site and cannot be topped up.
Income Balance may only be withdrawn to the bank account registered in the User’s account, and may not be used as a payment method for purchase transaction of Goods, digital products and/or investment products on the Tokopedia Site, but may be used for Seller assisting subscription features, such as TopAds or store cashback promo.
Tokopedia is authorized to freeze the Refund Balance and Income Balance of the User in the event of any actual / alleged transaction fraud and/or violation of the terms and conditions of Tokopedia.
Sellers shall not duplicate stores, duplicate products or conduct other actions that may be indicated as unfair business competition.
Sellers are entitled to change the store name and/or store domain in accordance with the policy set out by Tokopedia. Sellers shall ensure that the change to the store name and/or store domain is as desired and Sellers shall be personally responsible for the change to the store name and/or store domain made by the Seller. Sellers agree that any contract and legal action that occurred prior to the change of the store name and/or store domain shall remain binding on the Seller.
Users are entitled to make changes to the account name as many times as the number of opportunities provided by Tokopedia and Tokopedia reserves the right to change the number of opportunities to change the User account name. Users shall ensure that the change to the account name is as desired and shall be personally responsible for the change to the account name made by the User. Users agree that any contract that occurred prior to the name change shall remain binding on the User.
Users shall be personally responsible to keep the confidentiality of account and password (including PIN) for all activities taken place in the User’s account.
Tokopedia will never ask for username, password or SMS code for any reason, as such Tokopedia advises Users not to provide such data or other important data to any party claiming to act on behalf of Tokopedia or other parties whose security cannot be guaranteed.
Users agree to ensure that Users will logout from their account at the end of each session and shall notify Tokopedia in the event of any unauthorized use of the User’s password or account.
Users hereby represent that Tokopedia is not liable for any loss or issues arising out of the misuse of the User’s account as a result of the negligence of the User, including but not limited to agreeing and/or providing account login access sent by Tokopedia via notification messages to other parties via the User's device, lending accounts to other parties, accessing links provided by other parties, providing or showing verification codes (OTP), password or email to other parties, or other negligence of the User which results in the loss to or issues on the User's account.
Users understand and agree that in order to use the one time password (OTP) security facility, the relevant telecommunication service provider may at any time charge the User with a certain nominal amount plus Value Added Tax (VAT) in accordance with the prevailing tax laws in Indonesia. The fees charged by telecommunication service providers may vary, depending on the policy of the telecommunication service provider.
Sellers shall not spam in order to promote stores and/or Goods directly using private messaging, product discussions, product reviews facilities that may disturb the convenience of other Users.
Anti-Money Laundering Provisions:

The User shall comply with all applicable current or future laws, regulations and orders relating to money laundering or the financing or support of terrorism, or the prevention of money laundering or the financing and support of terrorism (“Anti-Money Laundering Laws”) in connection with the implementation of these Terms and Conditions.
The User represents and warrants that:

its business operations (including any affiliates) are always, and have been, conducted in accordance with Anti-Money Laundering Laws; and
the performance of its obligations under these Terms and Conditions is not unlawful or constitutes embezzlement, evasion or circumvention under Anti-Money Laundering Laws.

User shall with respect to its compliance with all applicable Anti-Money Laundering Laws under these Terms and Conditions:

permit Tokopedia to seek information and conduct surveys and audits, and shall fully cooperate with any requests for information, surveys, and audits in a timely manner, including providing relevant documents and personnel; and
notify Tokopedia of any actual, potential, or suspected money laundering or terrorist financing activities related to these Terms and Conditions within a reasonable period of time.

The User understands and agrees that any non-compliance with the Anti-Money Laundering Law shall constitute a violation of these Terms and Conditions and entitle Tokopedia to take any action available under these Terms and Conditions, including reporting the User to the relevant authorities. The User shall also indemnify Tokopedia and its affiliates for any losses suffered by Tokopedia and its affiliates arising from the User's violation of Anti-Money Laundering Law. If a violation of the Anti-Money Laundering Law is punishable by a criminal offense, the User is fully responsible for following up on the legal process.

C. Purchase Transaction

The purchase transaction terms as stipulated in section C only apply to Buyers who conduct transaction at the Seller's store that has not yet completed Account Integration. For the terms of purchase transactions at the Seller's store that have completed Account Integration can be seen HERE.
Buyers shall carry out a transaction according to the transaction procedures set out by Tokopedia. Buyers shall make a payment using the payment method previously selected by the Buyer, and Tokopedia shall thereafter forward the funds to the Seller after Transaction Completed.
Upon making a purchase of Goods, Buyers agree that:

Buyers shall be responsible to read, understand and agree to the entire information/description of Goods (including but not limited to the color, quality, function, and relevant information) prior to making an offer or commitment to purchase.
Buyers acknowledge that the actual color of the product as seen on the Tokopedia Site/Application will depend on the Buyer's computer/laptop monitor and mobile phone screen used by the Buyer. Tokopedia has used its best efforts to ensure that the colors in the photos posted on the Tokopedia Site/Application appear as accurate as possible, however we cannot guarantee that the color appearance on the Tokopedia Site and application will be accurate with the Goods.
Users are entering into a legally binding contract to purchase Goods when making a purchase of the Goods.
Tokopedia does not transfer the legal ownership of the Goods from the Seller to the Buyer.

Buyers understand and agree that the stock availability of Goods is the responsibility of the Seller offering such Goods. The stock availability of Goods may change from time to time, with the following conditions:

if the Goods are out of stock, the Seller may reject the order and payment for the Goods in question shall be refunded to the Buyer.
if the Buyer purchases more than 1 (one) different Goods and there is an empty stock of Goods, then the Seller may accept a partial order of Goods with the Buyer's consent and the Buyer will receive a partial payment refund on out of stock Goods.
if the Buyer purchases more than 1 (one) of the same Goods and the Seller is unable to fulfill the entire order, then the Seller may accept a partial Goods order with the Buyer's consent and the Buyer shall receive a refund of any other partial payment not fulfilled by the Seller.
acceptance of partial Goods orders by the Seller cannot be processed without the Buyer's approval, therefore if there is a change in the stock of Goods, the Buyer will be notified through the Tokopedia Application and the Buyer can approve or reject the Seller's offer according to the order confirmation deadline based on the type of delivery selected. If there is no confirmation from the Buyer, the order will be canceled automatically.
Buyer understands and agrees by accepting the partial order of Goods, then the partial payment refund will be received by the Buyer when the transaction is completed as described in points C.22 and C.23 below etc.

If the Goods are out of stock, the Seller may reject the order and payment for the Goods in question shall be refunded to the Buyer.
Buyers fully understand and agree that all transactions carried out between the Buyer and the Seller other than through the Tokopedia Official Account and/or without the knowledge of Tokopedia (through personal facility/network, sending messages, arranging special transactions outside the Tokopedia site or other efforts) are the personal responsibility of the Buyer.
Tokopedia is fully authorized to reject any payment which may result in the cancellation of the transaction without prior notice.
For Buyers using the bank transfer payment method, the total value of the payment will be added with a unique code to ease the verification process. If the payment has been verified, the unique code will be refunded to the Buyer's Refund Balance in real time.
Buyers shall make a payment by using the selected payment method with a nominal that corresponds to the invoice amount along with the unique code (if any) listed on the payment page. Tokopedia is not responsible for any loss suffered by the Buyer, if the Buyer makes a payment that does not correspond to the invoice amount listed on the payment page.
Payment by Buyers shall be made immediately (within 1x24 hours) after the Buyer has checked out. If the payment has not been made by the Buyer within the said time limit, Tokopedia shall be authorized to cancel the transaction and Users shall not be entitled to submit any claim or demand for cancellation of transaction.
Buyers are advised to recheck the nominal amount of the payment with the invoice amount listed on the payment page. Specifically for payments via bank transfer (manual verification), in the event of any lack of payment on the invoice amount that should be paid, the Buyer will receive a notification through the Buyer’s e-mail registered on the Site/Application, in order to make another payment to the official Tokopedia account, according to the payment differences stated on the payment page and the nominal amount that has been paid, up to a predetermined time limit.
In the event that the Buyer makes a payment by bank transfer payment method (manual verification), Tokopedia advises the Buyer to upload proof of payment on the Application to facilitate the verification process.
Buyers understand and agree that the issues of payment processing delay and additional fees caused by the difference between the bank used by Buyers and the bank of the Tokopedia Official Account are the personal responsibility of Buyers.
Refunds from Tokopedia to Buyers may only be made in certain circumstances as follow:

Excess payment made by Buyers on the price of Goods;
The Buyer consents to the acceptance of partial Goods offered by the Seller;
Goods delivery issues have been clearly identified from Sellers which result in the Goods order not arriving;
Sellers are incapable of fulfilling orders due to out of stock, changes in the shipping fee, or other causes;
Sellers have agreed to deliver the Goods order, however after the lapse of the specified time limit, the Seller fails to send the Goods until the specified time limit;
Resolution of issues through the Resolution Center in the form of a decision to refund the Buyers or the result of a decision from Tokopedia.

In the event of a refund process, the refund will be made through the User’s Refund Balance which will increase according to the refund amount. If the User selects the credit card payment method, the refund will refer to the provisions of section L regarding Credit Cards.
The Buyer is prohibited to split 1 (one) Goods purchase transaction into 2 (two) or more separate transactions to split the payment value (split payment) with the aim of manipulating the payment method and/or obtaining more benefits in violation of the Terms and Conditions, which is carried out in any way including but not limited to by contacting the Seller to make price changes and/or buying several products to split the price amount of a desired product.
The Buyer understands and agrees to release Tokopedia from liability in the event of any issues regarding transactions using the split payment method, including but not limited to transaction issues, payment issues, delivery issues, as well as damage and/or loss of Goods in part or whole.
Tokopedia is authorized to take the necessary actions if it is known that there is a purchase transaction using the split payment method, including but not limited to canceling the transaction and/or canceling the promo or cashback.
Buyers agree not to notify or deliver proof of payment and/or payment data to other parties except for Tokopedia. In the event of any loss arising as a result of the notification or delivery of proof of payment and/or payment data by Buyers to other parties, such loss shall be borne by Buyers.
The Buyer understands and agrees that the Buyer is responsible for protecting information related to transactions and shipments through the Tokopedia Site/Application. All actions including but not limited to agreements made on purchase transactions, returns or exchanges of Goods outside the Tokopedia Site/Application are not the responsibility of Tokopedia, so that claims and losses arising from these actions are the responsibility of the respective parties personally.
Buyers shall confirm receipt of the Goods, after receiving the delivery of the purchased Goods. Tokopedia grants a certain time limit (please refer to the order detail page) after the status of the delivery is “delivered” on the Tokopedia system for Buyers to confirm receipt of the Goods. If there is no receipt confirmation of Goods from Buyers within the time limit, Buyers declare to agree to the automatic receipt confirmation of Goods by the Tokopedia system.
After the receipt confirmation of Goods or automatic receipt confirmation of Goods, the Buyer’s funds shall be transferred to the Tokopedia official Account which shall thereafter be transferred to the Seller (transaction deemed completed).
Buyers understand and agree that any claim submitted after the receipt confirmation by the Buyer / automatic receipt confirmation of Goods by the system is not the responsibility of Tokopedia. Any loss arising after the receipt confirmation by the Buyer / automatic receipt confirmation of Goods by the system shall be the personal responsibility of Buyers.
Buyers understand and agree that any Goods delivery issue caused by late payment shall be the responsibility of Buyers.
The User understands and agrees that if there are indications of fraud, violation of Tokopedia's Terms and Conditions or applicable legal provisions, Tokopedia is authorized to take the necessary actions including but not limited to limited to limiting the choice of payment method, canceling the transaction without prior notice.
Tokopedia is authorized, without prior notice, to take the necessary actions against the Buyer, including but not limited to (i) limiting the choice of payment method; (ii) canceling the transaction; and/or (iii) temporarily or permanently moderating the account, in the event that it is suspected and/or there are activities of the Buyer that are indicated to commit fraud and/or fraud and violate the Site Terms and/or applicable legal provisions in the territory of Indonesia.
To reduce the risk of fraud or unauthorized transactions when using certain payment methods on the Site/Application, the User be required to set up a numeric PIN code (“PIN”). The PIN feature is a security feature designed to help keep the User’s account more secure. If activated, the User will need to enter their PIN in order to complete payment transactions for their orders.
The User shall be responsible to keep the PIN confidential at all times, and should not disclose their PIN to any person for any reason. For security reasons, the User may also choose to update their PIN from time to time via the Site/Application. Since the PIN is specific to each User, the User shall be deemed to have made and shall be fully liable for any transaction effected on the Site/Application after the PIN has been entered.

D. Sales Transaction

The sales transaction terms as stipulated in section D only apply to Sellers who has not yet completed Account Integration. For the terms of sales transactions for Sellers that have completed Account Integration can be seen HERE.
Sellers are prohibited from providing personal contact data with the intention of conducting transactions directly to Buyers or potential Buyers.
Sellers shall not offer / trade prohibited Goods in accordance with those set out in the provision of Point J. Types of Goods.
Sellers shall provide the complete and clear product photos and information according to the condition and quality of their products being sold. In the event of any discrepancy between the product photos and information uploaded by Sellers and the product received by Buyers, Tokopedia reserves the right to cancel/withhold the transaction funds.
In using the “Product Title”, “Product Photos”, “Notes” and “Product Description” Facilities, Sellers shall not set out standard clauses that are not in compliance with the laws and regulations applicable in Indonesia, including but not limited to (i) not accepting complaint, (ii) not accepting return (exchange of goods), (iii) not accepting refund, (iv) goods without warranty, (v) assignment of liability (including without limitation bearing the shipping fee), (v) depreciation of price value and (vii) random delivery of goods unilaterally. In the event of any discrepancy between the store notes and/or product description and the Terms & Conditions of Tokopedia, the Terms & Conditions of Tokopedia shall prevail.
Sellers shall provide a response to accept or refuse a Goods order from the Buyer within 2 days as of the order notification of Goods from Tokopedia. In the absence of response from the Seller, the order will automatically be canceled.
In the event that the Seller accepts a partial Goods order, the Seller may change the quantity of the Buyer's incoming Goods order for reasons of Goods stock availability, after which the Goods order may be processed by the Seller as a partial Goods order.
Acceptance of orders for partial Goods may only be processed by the Seller with the consent of the Buyer.
The Seller understands and agrees that if the Seller accepts orders for Goods partially exceeding the limit set by Tokopedia, it will affect the Seller's store score.
In order to maintain the convenience of Buyers in transactions, Sellers understand and agree that Tokopedia shall be entitled to moderate the Seller's store if the Seller refuses, cancels and/or fails to respond to the Buyer's Goods order with suspicion of manipulating transactions, violating the Terms and Conditions and/or other fraud or abuse.
The Seller is prohibited from providing a split payment method and/or splitting 1 (one) Goods purchase transaction into 2 (two) different transactions for the purpose of manipulating the payment method and/or obtaining more benefits in violation of the Terms and Conditions, which is done in any way including but not limited to using the "product variant" service or selling multiple products so as to split the price or transaction amount of a desired product.
The Seller understands and agrees to release Tokopedia from liability in the event of any obstacles to transactions using the split payment method, including but not limited to transaction issues, payment issues, delivery issues, or damage and/or loss of the product in whole or in part.
Tokopedia is authorized to take necessary actions if it is known that there is a sales transaction using the split payment method as stipulated in section B point 8 above.
Sellers agree and understand that by receiving the Buyer’s information data contained in the Site/Application, Sellers are obliged to maintain its confidentiality and are prohibited from abusing the Buyer's information data in any form. Tokopedia shall be entitled, without prior notice, to investigate and impose sanctions on allegations or reports of misuse of Buyer data.
If Sellers passes the time limit set by Tokopedia, the Seller does not process the order, the order will automatically be deemed canceled. If Sellers continue to send the Goods after the lapse of the delivery time limit as referred to above, Sellers understand that the transaction will remain canceled and Sellers may thereafter withdraw the Goods from the Goods delivery courier.
Sellers understand and agree that delivery courier may not be changed by Sellers after delivery confirmation by Sellers and shall be the full responsibility of Sellers. Further explanation may be viewed here.
Tokopedia is authorized to cancel transactions and/or withhold transaction funds in the event: (i) the Goods delivery courier receipt number provided by Sellers is not consistent and/or allegedly inconsistent with the actual transaction occurring on the Site/Application; (ii) Sellers deliver the Goods through a courier/logistics services other than those available on and connected with the Site/Application; (iii) the product name and product description are inconsistent/unclear with the product being delivered; (iv) there is any transaction manipulation; and/or (v) the inputted Goods delivery receipt number has been used by another Seller (internal dropshipper).
Sellers understand and agree that all taxes with respect to Sale transaction (including without limitation changes to store information and/or goods) shall be reported and managed by each Seller in accordance with the tax provisions applicable under the Indonesian laws and regulations.
The Seller understands and agrees that there are adjustments to the Seller's membership status on the Site/Application to become a Seller with Reguler, Power Shop, and/or Mall status. Membership status is determined based on the performance and assessment of the Seller's shop based on Tokopedia's policies, which may be determined from time to time.
Reguler Sellers who have reached 50 (fifty) sales transactions will be charged a service fee for each subsequent sales transaction, with the amount of the Seller Service Fee Percentage with Regular status can be seen HERE.
If agreed by the Seller and the Buyer, the use of Logistics services that are different from the Buyer's initial choice can be made (provided that the shipping rates are below the original shipping rates).
Tokopedia is authorized to deduct the excess shipping rates from the Buyer's payment funds and refund the excess shipping rate differences to the Buyer.
Sellers fully understand and agree that the invoice is issued on behalf of Sellers.

E. Storefront Layout

Sellers shall not use the storefront (including but not limited to store information and Product information) as a medium to advertise or promote to other site or application pages outside the Site/Application.
Sellers shall not provide information (store and/or Goods information) save/except the relevant store and/or Goods information.
The naming of Goods and product information shall be made in accordance with the detail information, specification and condition of the Goods, and therefore Users shall not include names, descriptions, images and/or words that are not related to and/or inconsistent with the relevant Goods.
Sellers who add video references to the Storefront that are originated from third party links, Sellers are required to comply with the policies required by the third party including but not limited to Youtube terms of service as can be seen HERE and Google privacy policy as can be seen HERE if the seller adds video references sourced from Youtube or Google. In terms of sellers use video references from Youtube, application programming interface (API) Tokopedia uses Youtube API services.
The naming of Goods and product information shall be in accordance with the condition of the Goods displayed and Sellers shall not include names and information that are inconsistent with the condition of the Goods.
Tokopedia reserves the right without prior notice to apply cashback, cancel Rewards benefit, take down content and/or moderate stores in the event any violation as set out in provisions on points E.4 and E.5 above.
Sellers shall separate each Goods that has different size and price.
Tokopedia is authorized to take over the sub-domain of a Seller's store if the Seller's account has been inactive for more than 9 (nine) months, and/or the legal trademark owner (in accordance with the General Register of Marks in Indonesia) having the same name as the Seller's sub-domain files a claim against the Seller based on the reason that the legal trademark owner wishes to use the sub-domain.
Tokopedia is authorized to change the name and/or use the name of the User’s Store and/or domain for the internal purposes of Tokopedia.
The Seller understands and agrees that Tokopedia may delete Goods contained in the storefront if the Goods meet the deletion criteria as determined by Tokopedia. Deletion of Goods includes related data relevant to the Goods. Details can be seen HERE.
In the event that Goods contained in the Seller's storefront meet the criteria for deletion, such Goods shall enter into a grace period during which the Seller shall be given time to make such corrections as are relevant to avoid deletion by the system.
If the grace period for the Goods has ended and the Seller does not make the relevant remedies, then the Seller agrees to the deletion by Tokopedia.

F. Service Fee and Application Service Fee

Users may be charged service fees for payment and/or application service fees.
Further provisions regarding the Service Fee can be seen HERE.
Further provisions regarding Application Service Fees can be seen HERE.
Tokopedia is not aware of and therefore cannot guarantee the validity of the Goods sold or purchased independently by the User, for this reason the User must ensure that the Goods sold or purchased do not violate the provisions in point J. Type of Goods and/or the provisions of the applicable laws and regulations.
In the event of the finding and/or alleged violation of Goods in the User's transaction, the service fee charged to the Users (as relevant) and the Application Service Fee for the transaction charged to the Buyer will be returned to each User. The User hereby guarantees, releases and discharges Tokopedia from all legal claims for violations committed by the User.

G. Price

The price of Goods stated on the Tokopedia site is the price set by the Seller. Sellers shall not in any way manipulate the price of goods.
Sellers shall not set an unreasonable price on the Goods offered through the Tokopedia Site. Tokopedia shall be entitled to take action in the form of moving the Goods to the warehouse, checking, delaying or taking down content and other actions based on Tokopedia's own judgment on the basis of unfair pricing.
Buyers understand and agree that the error in price descriptions and other information as a result of not updating the Tokopedia website page due to the browser/ISP used by Buyers shall be the responsibility of Buyers.
Sellers understand and agree that typographical errors which result in the incorrect/inconsistent price description or other information shall be the responsibility of Sellers. Please bear in mind that in this case, if there is an accidental typographical error in the price description of the Goods, Sellers have the right to refuse the Goods order made by buyers.
Users understand and agree that Tokopedia shall not be responsible for any issue and/or dispute arising as a result of any disagreement between the Seller and the Buyer regarding price.
By ordering through Tokopedia, Users agree to pay the total price payable as stated on the payment page, which consists of the price of goods, shipping fee and other costs that may be incurred and will be expressly described on the payment page. Users agree to make payment through the payment method previously selected by the User.
The maximum unit price limit for Goods that can be offered is Rp100,000,000.-.
The Tokopedia Site currently only serves sales and purchase transactions of Goods in Rupiah currency.

H. Shipping Rates

Buyers understand and comprehend that Tokopedia has used its best effort to provide accurate location-based shipping rates information to Buyers, however Tokopedia cannot guarantee the accuracy of the data with those at the local branch.

Therefore, Tokopedia advises Sellers to firstly take note of the rates provided by Tokopedia, so that they can be compared with the rates charged at the local branches. In the event of any discrepancy, please inform us via the contact us menu by providing the price data obtained along with the city of origin and destination in order to allow us to investigate further.

Users understand and agree that the difference in the Goods shipping fee is beyond the responsibility of Tokopedia, and therefore, the cancellation or continued delivery of the Goods shall be at the Seller’s own discretion.

I. Content

In using any feature and/or service of Tokopedia, Users shall not upload or use any word, comment, image, video or content that contains elements of ethnicity, religion, race and inter-group relations, discrimination, demeaning or cornering others, vulgar, threat, advertising or promotion to sites other than the Tokopedia Site, or other elements that can be considered in contrary to social values and norms or based on policies determined by Tokopedia. Tokopedia shall be entitled to take any necessary action for violation of these provisions, including content removal, store moderation, account blocking and otherwise. Further provisions regarding Tokopedia content policy may be viewed HERE and provisions regarding video may be viewed HERE.
Users shall not use photos/images of Goods with watermark which indicate the proprietary rights of others.
Users hereby understand and agree that the misuse of the photos/images uploaded by a User shall be the personal responsibility of the User.
Sellers shall not use photos/images of Goods or store logos as a medium to advertise or promote to other sites outside the Tokopedia Site, or provide personal contact data to conduct direct transactions to buyers / potential buyers.
Sellers warrant that the uploaded photos/images do not include prohibited contents as provided in Point I. 1 or violate the proprietary rights of other parties. In the event of any photos/images found to violate the content pursuant to Point I. 1 or any report of infringement of the proprietary rights of other parties, Tokopedia shall be entitled to take any action necessary for the violation of these provisions, including but not limited to content removal and/or other necessary actions.
Upon a User uploading content or posting content to the Tokopedia Site, the User grants Tokopedia a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sublicensable (through multiple tiers) rights to exercise any and all copyright, publicity, trademark, database rights and intellectual property rights of the User in the content, in any media currently or hereafter known. Further, to the full extent permitted by the applicable law, You waive your moral rights and undertake not to claim those rights against Tokopedia.
Users warrant that there is no intellectual property rights infringement in uploading User content to the Tokopedia Site. Each User is hereby personally liable for any intellectual property rights infringement in uploading content to the Tokopedia Site.
Tokopedia provides a "Product Discussion" feature to make it easier for buyers to interact with sellers pertaining to the Goods offered. Sellers shall not in any way use this feature for the purpose of increasing the price of their Goods, including leaving the first comment or leaving subsequent / continuous comments on a regular basis (flooding / spam).
Although we try to offer reliable information, we cannot promise that the catalog will always be accurate and up-to-date, and Users agree that Users will not hold Tokopedia responsible for any discrepancy in the catalog. The catalog may include copyright, trademark or other proprietary rights.
The content or material that will be displayed or posted on the Tokopedia Site/Application through Feed shall be subject to the Terms of Site, laws and regulations, as well as the applicable advertising ethics.
KOL, Users or other parties using the Feed feature shall be fully responsible for any content or material uploaded through the Feed feature.
Tokopedia reserves the right to take down any content or material contained in the Feed at any time which is considered to violate the Terms and Conditions of Site, the prevailing laws and regulations, as well as the applicable advertising ethics.
Sales of products containing tobacco and/or e-cigarettes may only be made into 6 (six) specific categories, namely:

Other Adult Product Category;
E-cigarettes Category;
Liquid Vape Category;
Vaporizer Package Category;
MOD Category; and/or
Atomizer Category.

Tokopedia reserves the right at any time without prior notice, to take down any content that sells the products of e-cigarette, e-cigarette devices, e-cigarette liquids and/or products containing tobacco on the Android platform, including but not limited to tobacco products, nicotine, liquid vape, mod, pod, heatstick, vaporizer and/or E-Cigarette, with reference to the Google Play Store policy which can be viewed HERE.
Tokopedia reserves the right at any time without prior notice, to take actions in the form of lowering the store’s reputation or store moderation, if the Seller is suspected of manipulating content as referred to in point I.14, including but not limited to manipulation of writing product names, product images, product descriptions and/or or other activities aimed at deceiving the sales of content as set out in point I.14 in order to continue making offers using the Android Application.

J. Types of Goods and Services

The following is a list of the types of Goods and Services that are prohibited and/or restricted to be traded by Sellers on the Tokopedia Site: All types of drugs or other substances which circulation are prohibited or restricted pursuant to the applicable laws and regulations, including but not limited to provisions of the Narcotics Law, Psychotropic Law and Health Law. Also included in this provision are hard drugs, drugs that require a doctor's prescription, anesthetics and the like, or drugs that have no distribution permit from the Food and Drug Supervisory Agency (Badan Pengawas Obat dan Makanan or BPOM).
Cosmetics and food and beverages that endanger the safety of their users, or have no distribution permit from the Food and Drug Supervisory Agency (Badan Pengawas Obat dan Makanan or BPOM).
Materials classified as Hazardous Materials pursuant to the applicable Regulation of the Minister of Trade.
Certain Types of Products that are required to have:

Indonesian National Standard (SNI);
Instructions for use in Indonesian language; or
Label in Indonesian language. While those being traded do not include these things.

Other goods which ownership or circulation violates the laws and regulations applicable in Indonesia.
Goods that are the result of Copyright infringement, including but not limited to media in the form of books, CD/DVD/VCD, information and/or electronic documents, as well as other media that are contrary to the Copyright Law.
Adult Goods of a sexual nature in the form of stimulant drugs, sex aids containing pornographic content, as well as strong drugs and adult drugs, whether not having a BPOM distribution permit or which circulation is restricted by the applicable laws and regulations.
Alcoholic drinks.
Advertisement.
All forms of writing that can adversely affect the use of this site.
Used underwear.
Firearms, sharp weapons, air rifles and all kinds of weapons.
Government and travel documents.
Government uniform.
Human parts/organs.
Mailing list and personal information.
Goods that are defamatory to certain parties/races or can demean the dignity of others.
Pesticides, except pesticides for use that have a registration number and license from the Ministry of Agriculture of the Republic of Indonesia..
Police attributes.
Goods resulting from theft.
Unlocking tools and all accessories that support the act of robbery/theft.
Goods that are and or easily explosive, combustible or self-flammable.
Printed/recorded Goods which contents can disrupt security & order as well as national stability.
Dangerous animals and/or protected animals, the Seller and the Buyer must pay attention to the provisions of pet sales on the Site/Application, as regulated HERE
Cash including foreign currency unless Sellers hold and are able to include a license as a Non-Bank Foreign Exchange Business Operator pursuant to Bank Indonesia Regulation No.18/20/PBI/2016 and/or other regulations related to foreign exchange.
Stamp duty, except for stamp duty sold by the Seller who is a party officially appointed by PT Pos Indonesia (Persero) to sell stamp stamps through the Site/Application.
Signal scrambler, signal remover and/or other tools that can interfere with the signal or telecommunications network.
Gambling equipment and apparatus.
Amulets, objects claiming to have supernatural powers and give supernatural powers.
Goods with Exclusive Distribution rights that can only be traded with a direct selling system by authorized sellers and/or Goods with a Multi-Level Marketing sales system.
Non-physical products that cannot be delivered via courier services, including but not limited to credit/voucher products (telephone, electricity, games and/or digital credit), airline tickets and/or train tickets.
Show tickets, including but not limited to concert tickets, both physical and non-physical.
Official documents such as TOEFL Certificates, Diplomas, Doctor's Letters, Receipts and otherwise.
All other types of Goods that are contrary to the Indonesian Goods delivery regulations.
Other Goods that violate the laws and regulations applicable in Indonesia.
All types of services except for offers from Tokopedia and its affiliates including but not limited to printing services, cleaning services, wedding and parenting services.
All types of Goods which contents are uncertain, random and/or raffles, including but not limited to Mystery Box Products. This provision shall not apply to Official Store and the Affiliates of Tokopedia.
Medical devices that must have a distribution license from the Ministry of Health or cannot be traded freely.

K. Power Merchants and TopAds

Users may register as Power Merchant or Power Merchant Pro, which is a service on the Tokopedia Site/Application that makes it easy for Sellers to manage online stores with a variety of different exclusive facilities provided by Tokopedia based on membership level, among others in the form of: (i) status and symbol of "Power Merchant Logo" or "Power Merchant Pro Logo"; (ii) Topads, store statistics, store admin, store page cover facilities and other facilities which can be viewed in detail on the https://seller.tokopedia.com/edu/power-merchant-pro page.
Status, symbols, logos, names or other matters related to Power Merchant or Power Merchant Pro are under the full authority of Tokopedia and are only given by Tokopedia to Power Merchant customers. Users shall not copy or use such status, symbols, logos, names or other matters in Store Names, Store Descriptions, Product Names, Product Photos and otherwise.
In using the TopAds feature, Users understand and agree that every advertisement uploaded by Users on the Tokopedia site shall be the personal responsibility of Users and shall release Tokopedia from any issues that may arise therefrom.
Tokopedia without prior notice to Users shall be authorized to remove any advertisement content that is in violation of the Terms & Conditions of Tokopedia and/or applicable law. Users may view the terms and conditions regarding TopAds in detail on the https://www.tokopedia.com/help/article/syarat-dan-ketentuan-topads page.
Tokopedia is authorized to (i) remove advertisement; (ii) close stores; (iii) close accounts; in the event of any alleged and/or actual activity of Users that is in violation of the laws and regulations and/or terms and conditions of Tokopedia. As such, Users understand and agree that any loss arising as a result of such action shall not be the responsibility of Tokopedia, including but not limited to the loss of TopAds credits.

L. Credit Cards

Users may opt to use a payment method using credit cards for the purchase transaction of Goods and digital products through the Tokopedia Site.
Purchase transaction of goods using credit cards may be made for purchase transaction with a total shopping value of at least Rp50,000 (fifty thousand rupiah) up to a maximum of Rp50,000,000 (fifty million rupiah) for marketplace and/or digital transactions, transactions may be made up to Rp500,000,000.- (five hundred million rupiah) specifically for purchasing car products at the Official Store.
Purchase transaction of goods using credit cards shall comply with the terms and conditions set out by Tokopedia and shall use the courier/logistics provided on and connected with the Tokopedia Site.
Users shall not use a credit card payment method other than for its intended use as a means of payment.
In the event of any purchase transaction of goods using credit cards that is in violation of the laws and regulations and/or terms and conditions of Tokopedia, Tokopedia shall be authorized to: withhold the transaction funds for as long as required by Tokopedia, the Bank or the relevant payment gateway partner to carry out the necessary investigations, for at least 14 (fourteen) days; deduct funds by 15% (fifteen percent) of the transaction value, and withdraw the subsidy value in connection with the use of credit cards.
Tokopedia is authorized to investigate Credit Card transactions by holding off the payment verification process before the transaction is forwarded to Sellers up to a certain time limit until it has received confirmation from the credit card provider bank partner, or payment gateway partner. Tokopedia is also authorized to restrict payment methods and/or by canceling the Credit Card transaction if there is any indication of violation of the applicable laws and regulations and/or Terms and Conditions of Tokopedia.
In the verification process carried out by the bank partner and/or payment gateway partner, Users will be contacted by the bank partner and/or payment gateway partner, and in the event of no denial or cancellation by Users of the verification then the transaction shall be forwarded to Sellers and Tokopedia shall not be liable for any loss arising as a result of the negligence of Users.
Users understand and agree to be personally responsible to keep the confidentiality and/or security of the Credit Card data of Users by keeping the confidentiality of the Credit Card number, CVV code of the Credit Card and verification SMS code or OTP (One-time Password) SMS code sent by the Bank during the transaction.
Tokopedia shall terminate the partnership with Sellers who have committed actions that may be detrimental to the principals, issuers, acquirers and/or credit card holders, including processing cash withdrawal transactions.
In the event of an unsuccessful and/or canceled purchase transaction, the invoice for the transaction shall be canceled and the transaction funds shall be refunded to the buyer’s credit card limit on the next bill. The provision of this paragraph shall not apply to the purchase transaction of Goods using credit cards that is in violation of the laws and regulations and/or terms and conditions of Tokopedia.
Purchase transactions using the payment method of credit card with installment system shall be subject to a service fee of the total fee payable based on the selected installment tenor as set out HERE while the Credit Card payment method without installments shall not be subject to a service fee. This service fee is applied for the purpose of system maintenance and service improvement in shopping.
Purchase transactions using the credit card installment payment method shall be subject to a service fee that is applied for the purpose of system maintenance and service improvement in transactions through Tokopedia, with details as follows:

3 (three) months installments of 2,5% (two point five percent);
6 (six) months installments of 3,5% (three point five percent);
12 (twelve) months installments of 6% (six percent);
18 (eighteen) months installments of 8% (eight percent); and
24 (twenty four) months installments of 10% (ten percent). If all transactions in a single credit card payment are canceled, the service fee shall be refunded to the User's credit card limit. However, if only part of the transaction in a single payment using a credit card is canceled, the service fee shall not be refunded.

Further provisions regarding payments using the credit card installment payment method shall comply with the terms set out on the https://www.tokopedia.com/help/article/syarat-dan-ketentuan-pembayaran-dengan-sistem-cicilan/page.

M. Promo

Tokopedia may hold promotional activities from time to time (hereinafter referred to as "Promo") with Terms and Conditions that may be different for each Promo activity. Users are encouraged to carefully read the Terms and Conditions of the Promo.
Users shall only use 1 (one) Tokopedia account to participate in each Tokopedia promo. If 1 (one) User is found to have made more than 1 (one) account, the User shall not be entitled to benefit from the Tokopedia promo.
On certain transactions, Users will have the opportunity to get Cashback Promo in the form of GoPay Coins and/or OVO Points. Specifically for GoPay Coins, Users are required to comply with the terms of GoPay Coins which may be viewed HERE.
GoPay Coins may be acquired and collected by Buyers by making purchases of Physical Products on the Site/Application using promo codes, Coupons and/or certain seller coupons. GoPay Coins may be used and exchanged for price reduction for the purchase transaction of Physical Products and/or Digital Products on the Site/Application, however GoPay Coins does not constitute a payment method but a loyalty program available on the Tokopedia Site/Application.
Users who get Cashback Promo in the form of GoPay Coins, must connect Tokopedia and Gojek accounts on the Site/Application so that users can use Gopay Coins as a payment deduction for purchasing Physical Products and/or Digital Products on the Site/Application but GoPay Coins are not a payment method but loyalty points available on the Tokopedia Site/Application.
Users receiving Cashback Promo, shall activate an OVO account on the Site/Application within 7x24 hours after a successful transaction, otherwise the Cashback Promo will be rendered unusable and/or forfeited. The Cashback benefit will be received within 1x24 hours after a successful transaction and in accordance with the applicable Terms and Conditions.
Please make sure that the verified mobile phone number is active during transactions. In the event of any change to the mobile number on the user’s Tokopedia account due to the previous number being inactive, the user will not receive any cashback.
In the event of any Promo transaction using the credit card payment method that is in violation of the Terms and Conditions of Tokopedia, such transaction shall refer to the Terms and Conditions in Point L. Credit Cards.
Tokopedia reserves the right, without prior notice, to take any necessary action including but not limited to withdrawing subsidies or cashback, canceling Rewards benefits, revocation of Promos, canceling transactions, withholding funds, lowering store reputation, closing stores or accounts, make restrictions on payment methods and other actions in the event of any manipulation, use of invalid receipts in the majority of transactions, manipulation of the weight of goods in the product description (the actual weight of goods and the weight of goods in the product description must match), violation or use of Promo for the personal benefit of Users, as well as indication of fraud or violation of the Terms and Conditions of Tokopedia and the laws and regulations applicable in the Indonesian territory.
In the event of Free Promos/Discounted Shipping Fee:

If there is a difference between the weight of the Goods in the product description and the weight of the Goods delivered by Sellers through courier/logistics services, the shipping fee subsidy granted shall refer to the weight of the Goods in the data of the courier/logistics party;
Sellers who are entitled to receive shipping fee subsidies are Sellers who use valid delivery receipts and/or delivery receipts from Tokopedia transactions. Sellers who use invalid delivery receipts and/or delivery receipts that are not from Tokopedia transactions shall not be entitled to receive shipping fee subsidies; and/or
If (i) Sellers refuse a Buyer’s order, (ii) a transaction is automatically canceled by the Tokopedia system, and/or (iii) a transaction is canceled based on a decision in the Resolution Center, then the Buyer shall be refunded in the amount equal to the transaction payment fund made by the Buyer and shall exclude any shipping fee subsidy.

Each Tokopedia Promo shall not apply to the use of the following delivery receipts:

Delivery receipts that are inputted more than 1 (one) time. If it is found that a receipt is inputted for 2 (two) times or more, the Promo benefits shall only be given to transactions made by the first Buyer. Promo benefits cannot be forwarded to dropshipper transactions (second Buyer).
Delivery receipts that are not from Tokopedia transactions. If it is found that a Seller includes a delivery receipt that is not from a Tokopedia transaction, the benefits of the Promo cannot be given to the transaction and/or the Promo that has been given shall be withdrawn in accordance with the one given by Tokopedia.

Each Tokopedia Promo shall not be valid for the purchase of precious metal bars, shopping vouchers, internet vouchers, phone credit vouchers, data packages and alcoholic beverages.

N. Delivery of Goods

Delivery of Goods in the Tokopedia system shall use the services of an expedition company that has received the Tokopedia partner verification selected by Buyers. If Sellers enter a receipt other than the receipt of Tokopedia's partners (including delivery receipts from overseas couriers), Tokopedia reserves the right to refuse the receipt; in which case may result in the cancellation of an order. Read more here.
Any provision with respect to the Goods delivery process shall be under the full authority of the Goods delivery service providers.
The delivery courier for all transactions using instant delivery service is determined based on the availability of the courier and the best performance of the courier for the buyer.
Sellers shall comply with the terms set out by the goods delivery services and shall be responsible for any delivered Goods.
The Seller acknowledges and agrees that it is obliged to comply with the standard packing for delivery of the Goods based on the following categories of Goods:

Liquids must use plastic packaging, bubble wrap or similar packaging with similar functions, cartons or cardboard boxes, duct tape, free space reducers, outer layers of packages, and fragile stickers. Optionally use wooden packing (costs are charged to the Buyer or Seller according to the agreement).
Electronics (batteries, computers, cell phones, and laptops), glassware, sharp / pointed items must use plastic packaging, bubble wrap or similar packaging with similar functions, cartons or cardboard, duct tape, free space reducer, outer layer of the package, wooden packing (costs are borne by the Buyer or Seller according to the agreement), and fragile stickers.
Food must use plastic packaging, bubble wrap or similar packaging with similar functions, cartons or cardboard, duct tape, void space reducer, outer layer of the package, and fragile stickers.
Others must use plastic packaging, bubble wrap or similar packaging with similar functions, cartons or cardboard boxes, duct tape, and empty space reducers. Optionally use the outer layer of the package, wooden packing (the cost is charged to the Buyer or Seller according to the agreement), and fragile stickers. Packaging details can be viewed HERE.

If a return process of goods is required to be made, Users, both Sellers and Buyers, shall deliver the goods directly to each Buyer or Seller. Tokopedia does not accept returns or delivery of goods for transactions made by Users under any circumstances.
In the event of any problem in the delivery process in the form of lost goods, damaged goods and otherwise, Buyers and Sellers may report to Tokopedia in accordance with the provisions of the reporting and claim deadline of each Goods delivery service provider used by the Buyer and the Seller..
Further information in relation to Goods delivery service providers and the provisions applicable to each Goods delivery service provider may be read here.

O. Withdrawing Funds

Withdrawals of funds within the same bank shall be processed within 1x24 hours on business days, while interbank withdrawals of funds shall be processed within 2x24 hours on business days.
For the withdrawal of funds to an account number other than BCA, Mandiri, and BNI, any additional fee (if any) charged shall be borne by Users.
In the event of any alleged breach of the Terms and Conditions of Tokopedia, fraud, manipulation or crime, Users understand and agree that Tokopedia shall be entitled to verify, freeze, postpone and/or cancel the withdrawal of funds made by Users.
The verification, freeze or postponement of withdrawal of funds as referred to in Point O. 3 may be carried out for as long as required by Tokopedia.

P. Resolution Center

Resolution Center is a feature made available by Tokopedia to facilitate the resolution of transaction issues between Buyers and Sellers.
This feature shall automatically withhold funds and payment of goods to Sellers until the issues reported to the Resolution Center are resolved.
In using this feature, Buyers and Sellers are expected to provide evidences of the sale and purchase transaction in the form of photos of the goods, purchase order, delivery receipt and other supporting evidences which may be used as the justification for each argument presented by each party.
Resolution of issues through the Resolution Center may be in the form of solutions produced based on the mutual agreement between the Buyer and the Seller.
In the absence of any response from the Seller within 1 x 24 hours as of the issues are made, the issues shall automatically be resolved based on the solutions put forward by the Buyer.
In the event that the Buyer and the Seller fail to reach an agreement within 2 x 24 hours, Tokopedia has the right to help resolve the issues.
In the event that Tokopedia is helping to resolve the issues, pursuant to Point C. 27 and Point D. 23 in the Terms and Conditions, the Buyers and the Seller agree that Tokopedia shall be authorized to make a decision on the issues by looking at the available evidences and/or new evidences that must be completed by each party.
Tokopedia is authorized to conduct a mediation and/or make a decision to resolve the issues in the Resolution Center discussion, even though either party (the Buyer or the Seller) has not responded to the solution provided by the Resolution Center within 2 x 24 hours, in the event that: (i) There is any information from a third party related to the course of the transaction, which includes delivery couriers who provide information regarding the current status of package delivery receipts; (ii) There are evidences from the Buyer and/or Seller delivered through other communication channels (Tokopedia email, User Services, etc.) that need to be forwarded to the Resolution Center on the basis of transparency of the issues; (iii) The report from either party is due to the negligence of the Buyer or Seller; (iv) Either party (the Buyer or the Seller) is indicated to have committed fraud; or (v) There are certain conditions that require Tokopedia to immediately carry out mediation.
Against the first decision of Tokopedia above, both the Buyer and the Seller shall have the right to appeal, provided that the party making the appeal must submit new evidences apart from the previous evidences.
Buyers and Sellers hereby agree that Tokopedia's Decision on the appeal shall constitute a final decision that cannot be contested and shall be binding on the Seller and Buyer to comply.
Users understand that the Resolution Center shall not apply to used underwear products, issues related to the taste, aroma and/or texture of products, and all products included in the list of types of goods that are prohibited from being traded on Tokopedia as specified on the Terms and Conditions page.
Buyers and Sellers understand and agree that in resolving issues at the Resolution Center, Buyers and Sellers are required to provide responses on the existing issues until they are resolved by complying with the terms and time limits as determined by Tokopedia in the related discussion.
Buyers and Sellers understand and agree that the party bearing the shipping fee incurred during the dispute resolution process at the Resolution Center is based on the evidences and/or agreement provided by both parties. If the Buyer and/or Seller is not willing to bear the shipping fee, then Tokopedia shall be authorized to make a decision on which party bearing the shipping fee based on the development of the discussion and the available evidences.
Buyers understand and agree that after an agreement has been reached to redeliver the Goods to the Seller, if within a maximum of 2 x 24 hours (excluding public holiday, Saturday and Sunday) as of the time the Seller provides the address, the Buyer has not delivered the goods, then Tokopedia shall be authorized to make a decision based on the development of the discussion and the available evidences.
Sellers understand and agree that the delivery of replacement Goods for Buyers may be made a maximum of 2 (two) business days (excluding public holiday, Saturday and Sunday) as of the delivery status from the logistics courier that the Goods returned by the Buyer have been received by the Seller. If it is found that the Seller is not in compliance with this provision, Tokopedia shall be authorized to make a decision based on the development of the discussion and the available evidences.
Buyers and Sellers understand and agree that the time limit to provide evidence is a maximum of 2 x 24 hours as of the evidence requested by Tokopedia to Buyers and Sellers for the relevant transactions.
Tokopedia has a Resolution Center contact in the form of a Tokopedia Care number, which will contact Users to help resolve transaction issues. The Tokopedia Care number cannot be contacted by Users as it will be blocked by the system or connected to Tokopedia's interactive voice response. The following are Tokopedia Care numbers:

021-50917008
021-50917000
021-25091708
021-30030316
021-30034080

Users may grant access to Tokopedia to store the Tokopedia Care numbers to the User's device through a notification that appears after the User files a complaint on the Tokopedia Care page. Users understand and agree that the granting of access to Tokopedia in storing Tokopedia Care numbers aims to make it easier for Users to identify Tokopedia contacts.
Details on how to use the Resolution Center can be found on the Resolution Center Help Page.

Q. Other Provisions

If a User uses the features/services available on the Tokopedia Site/Application, the User hereby declares that he/she understands and agrees to all the terms and conditions specifically set out in connection with the features/services used.
Any matter not yet and/or not regulated in the specific terms and conditions in the feature shall fully refer to the general terms and conditions of Tokopedia.
By agreeing to the Terms and Conditions of Tokopedia, Users shall be deemed to be subject to the Privacy Policy of Tokopedia.

R. Disclaimer of Warranty And Limitation of Liability

Tokopedia is a web portal with the Customer to Customer Marketplace model, which provides services to Users to become Sellers or Buyers on the Tokopedia website. Thus, the transactions that occur are transactions between Tokopedia members, and therefore Users understand that the proportional limitation of Tokopedia's liability is as a web portal service provider.

Tokopedia always strives to keep the Tokopedia Services secure, comfortable and functioning properly, however we cannot guarantee that the continuous operation or access to our Services will always be perfect. Information and data on the Tokopedia site may not occur in real time.

Users agree that You are using the Tokopedia Services at the User’s own risk, and the Tokopedia Services provided to You are “AS IS” and “AS AVAILABLE”.

To the extent permitted by the applicable law, Tokopedia (including the Parent Company, directors and employees) shall not be liable, and You agree not to demand Tokopedia to be liable, for any damage or loss (including but not limited to the loss of money, reputation, profit or other intangible losses) arising as a direct or indirect result of :

The use or inability of Users in using the Tokopedia Services.
The price, Delivery or other instructions available in the Tokopedia services.
The delay or interruption in the Tokopedia Services.
The negligence or loss incurred by each User.
The quality of Goods.
The delivery of Goods.
Any infringement of Intellectual Property Rights.
Any dispute between users.
The defamation of other parties.
Any misuse of Goods purchased by Users.
The loss arising as a result of an unauthorized payment to other parties other than to the Tokopedia Official Account, which in any way claim to act on behalf of Tokopedia or the negligence in writing the account and/or other information and/or negligence of the bank.
The delivery for repair of Goods with an official warranty from the manufacturer. Buyers may bring the Goods directly to the nearest service center along with the warranty card and purchase invoice.
Viruses or other malicious software (bots, scripts, automation tools other than the features of Power Merchant, Power Merchant Pro, hacking tools) obtained by accessing or connecting to Tokopedia services.
Glitches, bugs, errors or inaccuracies in the Tokopedia Services.
Damages to Your hardware from the use of any Tokopedia Service.
The content, action or omission of third parties, including those related to the Products available on the Tokopedia site that are allegedly fake.
Enforcement actions taken with respect to User accounts.
Any hacking carried out by third parties to user accounts.

S. Release

If You have any dispute with one or more users, You release Tokopedia (including the Parent Company, Directors and employees) from any claim and demand for damages and losses (actual and implied) of every kind and nature, known and unknown, arising out of or in any way in connection with the dispute, including but not limited to losses arising from the purchase of prohibited Goods set out in Point J. Types of Goods. Thus, Users intentionally waive all legal protections (provided under the law or other legal regulations) which will limit the scope of these terms of release.

T. Indemnity

Users shall release Tokopedia from any claim for compensation and keep indemnified Tokopedia (including the Parent Company, directors and employees) against any claim or demand, including reasonable legal fees, made by third parties that arises in the event that You violate this Agreement, the improper use of the Tokopedia Services and/or Your violation of the law or the rights of third parties.

U. Choice of Law

This Agreement shall be governed under and construed in accordance with the laws of the Republic of Indonesia, without regard to conflict of law. You agree that any legal action or dispute that may arise out of, in connection with, or exist in any way with respect to the site and/or this Agreement shall be resolved exclusively in the jurisdiction of the courts of the Republic of Indonesia.

V. Update

The Terms & conditions may be amended and/or updated from time to time without prior notice. Tokopedia advises you to carefully read and check the page of these Terms & Conditions from time to time to be aware of any changes. By continue accessing and using the Tokopedia services, users shall be deemed to agree to the amendments to the Terms & Conditions.

W. Language

These Terms and Conditions are made in a bilingual version, namely Indonesian and English. In the event of any difference of interpretation or understanding including but not limited to misunderstandings, inquiries and/or implementation of these Terms and Conditions between the Indonesian version and the English version, the Indonesian version shall prevail.

Last Update: 21/01/2025