Neobiz Terms of Service / Master Subscription Agreement — Indonesia (English)
English version. In the event of any inconsistency between the two versions, the Indonesian version prevails — see §19 (Language). Both versions are of equal date and are numbered identically so they can be read side by side.
Version: id-2026-07-1 · Effective date: 27 July 2026
These Terms of Service (the "Terms" or "Agreement") are between PT Neobiz Global Technology, a limited liability company (perseroan terbatas) organised under the laws of the Republic of Indonesia, with registered address at Roseville SOHO and Suite Unit 06-10, Sunburst CBD BSD Lot. I.8, Jl. Kapten Soebianto Djojohadikusumo, Kelurahan Lengkong Gudang, Kecamatan Serpong, Kota Tangerang Selatan, Banten 15321, Indonesia ("Neobiz", "we", "us"), and the business that registers for or uses the Neobiz platform ("Merchant", "you"). By creating a business, clicking "I agree", or using the Service, you accept these Terms, the Acceptable Use Policy ("AUP"), the Messaging Policy, the Data Processing Agreement ("DPA"), and the Privacy Policy, each incorporated by reference. If you accept on behalf of an organisation, you warrant you are authorised to bind it.
1. Definitions
- "Service" — the Neobiz platform: the merchant dashboard, APIs, branded apps, booking/scheduling, ordering/commerce, loyalty, CRM, marketing and campaign tools, AI features, and related services Neobiz makes available to you.
- "Member Data" — personal data about your customers/members that you upload, import, collect through the Service, or instruct us to process. You are the Data Controller (Pengendali Data Pribadi) of Member Data; Neobiz is the Data Processor (Prosesor Data Pribadi) — see the DPA.
- "Account Data" — data about you and your staff/operators. Neobiz is the Data Controller of Account Data.
- "Messaging Channels" — in-app push, email, WhatsApp, SMS and any other dispatch made available through the Service, including via third-party Business Solution Providers ("BSPs"), carriers and messaging platforms.
- "Fees" — the subscription, messaging-credit, AI-credit, add-on and other charges per your plan.
- "PDP Law" — Law No. 27 of 2022 on Personal Data Protection, and its implementing regulations.
- "ITE Law" — Law No. 11 of 2008 on Electronic Information and Transactions, as amended by Law No. 19 of 2016 and Law No. 1 of 2024.
2. The Service and your account
2.1 Provision. Subject to these Terms and payment of Fees, Neobiz grants you a non-exclusive, non-transferable, non-sublicensable right to access and use the Service for your internal business operations during the term.
2.2 Accounts. You are responsible for your operators' acts and omissions as if they were your own, for safeguarding credentials, and for the accuracy of registration information. Notify us promptly of any suspected unauthorised access.
2.3 Restrictions. You will not, and will not permit any third party to: (a) resell or sublicense the Service except as expressly permitted; (b) reverse engineer or attempt to derive source code, except to the extent this restriction is unenforceable under applicable law; (c) access the Service to build a competing product; (d) circumvent usage or rate limits; (e) use automated means except through documented APIs; or (f) interfere with the integrity, security or performance of the Service.
2.4 Usage limits. Plan-based limits, quotas and API rate limits apply as published.
2.5 Beta. Beta, preview or early-access features are provided "as is", may change or be withdrawn at any time, carry no warranty, service-level or support commitment, and are governed additionally by the Beta Terms.
3. Your data and your responsibilities (Data Controller obligations)
3.1 Ownership. As between the parties, you own your Member Data. You grant Neobiz a worldwide, non-exclusive, royalty-free licence to host, process, transmit, display and otherwise use it solely to provide, secure and support the Service and as instructed by you.
3.2 Lawful basis warranty. You represent and warrant, on an ongoing basis, that: (a) you have collected all Member Data in compliance with applicable law, including the PDP Law; (b) you have a valid lawful basis under PDP Law Article 20 (consent or another basis) to hold each member's personal data and to contact them via each Messaging Channel you use; (c) you have provided each member with a privacy notice as required by law; and (d) you will honour withdrawals of consent and opt-out requests promptly.
3.3 Imported lists and marketing. You acknowledge that when you import contacts or send marketing/broadcast messages, you act as the Data Controller and decision-maker. Neobiz is a platform that transmits messages on your instruction and does not verify, and is not responsible for, whether you obtained consent or hold a lawful basis for any contact you import or message.
3.4 Local compliance in the markets you address. You are responsible for compliance in each jurisdiction into which you send messages, including any do-not-contact registry screening, time-of-day restrictions and sender-registration duties.
3.5 Prohibited data. You will not upload data you are not entitled to upload, purchased, rented or scraped contact lists, or specific personal data (data pribadi yang bersifat spesifik) under PDP Law Article 4 beyond what the Service is designed for and the law permits.
3.6 Your content. You are responsible for the legality, accuracy and appropriateness of all content you publish through the Service, including menus, prices, offers, product claims, allergen and safety information, and campaign copy.
4. Fees, billing and taxes
4.1 Fees and plans. Fees are per your selected plan. Credits are prepaid and consumed per use as described in the Documentation.
4.2 Payment. You will maintain a valid payment method and authorise us to charge it.
4.3 Taxes. Fees are exclusive of taxes. Indonesian VAT (PPN) is added where applicable at the prevailing rate and is snapshotted on each invoice at issue. You are responsible for all applicable taxes other than taxes on Neobiz's net income.
4.4 Withholding. If you are required to withhold tax (PPh) from Fees, you will provide the official withholding slip (bukti potong) within the period required by law. Amounts will be treated per Fees are quoted gross of Indonesian withholding tax. Where you are required to withhold PPh 23, you may do so and the amount withheld will be credited against the invoice upon our receipt of the corresponding bukti potong..
4.5 Fee changes. We may change Fees on at least thirty (30) days' notice, effective at your next renewal. If you do not accept a change, your remedy is to terminate before it takes effect.
4.6 Trials. Trial terms are as presented at signup. Unused trial credits expire at trial end and have no cash value.
4.7 Non-payment. Late or failed payment may trigger dunning and, after the grace period, suspension or downgrade per §14.2.
4.8 Set-off. We may set off amounts you owe us against amounts we owe you.
4.9 Refunds. Except where required by law or expressly stated, Fees and consumed credits are non-refundable.
5. Intellectual property
5.1 Neobiz and its licensors own the Service and all related IP. All rights not expressly granted are reserved.
5.2 You own your content, brand assets and Member Data, and grant Neobiz the licence in §3.1.
5.3 Feedback. Suggestions or feedback you provide may be used by Neobiz without obligation or attribution, under a perpetual, irrevocable, worldwide, royalty-free licence.
5.4 Publicity. Neither party may use the other's marks in publicity without prior written consent, except that Neobiz may identify you as a customer in customer lists and on its website; you may opt out by notice to hello@neobiz.id.
5.5 AI output. AI features are addressed in the AI Terms. Output may be inaccurate and may not be unique to you. You are responsible for reviewing and approving anything you send or publish.
6. Service levels, support and changes to the Service
6.1 Support. Provided as described in the Documentation for your plan. Beta features are excluded.
6.2 Availability. Neobiz targets 99.9% monthly uptime for the Service. Uptime excludes: scheduled maintenance notified in advance; emergency maintenance; beta, preview and early-access features; and unavailability caused by third-party BSPs, carriers, messaging platforms, payment providers or AI providers, or by factors outside Neobiz's reasonable control. If uptime falls below the target in a calendar month, your sole remedy is a service credit of 10% of that month's subscription Fee, requested in writing within thirty (30) days of the end of that month; credits are capped at one month's Fee per month and are applied to future invoices.
6.3 Changes to the Service. We may modify, add to or discontinue features. We will not materially degrade the core functionality of your paid plan during a paid term without notice and a right to terminate for the unused portion.
6.4 Maintenance. We may perform scheduled and emergency maintenance, using reasonable efforts to give notice and to schedule disruptive work outside peak hours.
7. Confidentiality
7.1 Definition. "Confidential Information" means non-public information disclosed by one party to the other that is designated confidential or that a reasonable person would understand to be confidential. It excludes information that is or becomes public without breach, was lawfully known before disclosure, is independently developed, or is lawfully received from a third party without restriction.
7.2 Obligations. Each party will use the other's Confidential Information only to perform this Agreement, protect it with at least reasonable care, and limit access to personnel and advisors bound by no less protective obligations.
7.3 Compelled disclosure. A party may disclose where legally compelled, provided it gives prompt notice where lawful, discloses only what is required, and cooperates in seeking protective treatment.
7.4 Duration. These obligations continue for three (3) years after disclosure, and for trade secrets (rahasia dagang) for as long as they remain trade secrets under Law No. 30 of 2000.
8. Acceptable use, suspension and enforcement
8.1 You will comply with the AUP and the Messaging Policy.
8.2 Suspension. Neobiz may suspend or limit the Service (in whole or part, including Messaging Channels) where: (a) you materially breach the AUP or Messaging Policy; (b) required by a BSP, carrier, messaging platform, payment network, regulator or court — including the Ministry of Communication and Digital (Komdigi); (c) necessary to protect the Service, other merchants, members or Neobiz from material harm; or (d) Fees are overdue after notice and the cure period.
8.3 Notice and reasons. Except where immediate action is required or notice is legally prohibited, we will give notice, a statement of reasons, and a means to contest.
8.4 Third-party fines. If a BSP, carrier, messaging platform, payment network or regulator imposes a fee, fine or penalty on Neobiz because of your acts or omissions, you will reimburse it.
9. Third-party services and integrations
9.1 The Service may interoperate with third-party services you elect to connect, governed by their own terms. Neobiz is not responsible for them.
9.2 Enabling an integration authorises us to exchange data with that service as necessary. You are responsible for the consents and disclosures required for that exchange.
9.3 Neobiz may discontinue an integration if the third party changes its terms, pricing or availability.
10. Warranties and disclaimers
10.1 Each party warrants it has authority to enter this Agreement.
10.2 Limited performance warranty. Neobiz warrants the Service will perform materially in accordance with the Documentation. Your exclusive remedy for breach is correction within a reasonable period after notice or, failing that, termination of the affected subscription and a pro-rata refund of prepaid, unused Fees.
10.3 Disclaimer. Except as expressly stated and to the maximum extent permitted by Indonesian law, the Service is provided "as is" and Neobiz disclaims all implied warranties. Neobiz does not warrant uninterrupted or error-free operation, or that any message will be delivered — delivery depends on third-party BSPs, carriers, messaging platforms and recipient settings.
11. Indemnification
11.1 By you. You will defend, indemnify and hold harmless Neobiz, its affiliates and personnel from any third-party claim, demand, regulatory action, administrative sanction, fine, loss or expense (including reasonable legal fees) arising out of or relating to: (a) your Member Data, including any claim that you lacked consent or a lawful basis to collect, hold or contact any individual; (b) your campaigns, messages, offers or content; (c) your breach of §3, the AUP, the Messaging Policy, the DPA or applicable law; or (d) a dispute between you and any member, customer or third party.
11.2 By Neobiz. Neobiz will defend you against third-party claims that the Service, used in accordance with this Agreement, infringes that third party's Indonesian intellectual property rights, and will pay damages finally awarded or agreed. Neobiz may procure the right to continue use, modify the Service to be non-infringing, or terminate the affected subscription and refund prepaid, unused Fees. This does not apply to claims arising from your data, your content, your modifications, combination with items not supplied by Neobiz, or use in breach of this Agreement. This states Neobiz's entire liability for IP infringement.
11.3 Procedure. The indemnified party will give prompt notice, allow the indemnifying party sole control of defence and settlement (no settlement imposing liability or admission on the indemnified party without consent), and provide reasonable cooperation at the indemnifying party's expense.
12. Limitation of liability
12.1 Exclusion. To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data.
12.2 Cap. Each party's aggregate liability arising out of or relating to this Agreement is limited to the total Fees you paid to Neobiz in the twelve (12) months preceding the event giving rise to the claim.
12.3 Carve-outs. The cap and exclusion do not limit: (a) your payment obligations; (b) your indemnification obligations under §11.1; (c) either party's liability for fraud, gross negligence or wilful misconduct; or (d) any liability that cannot be limited under Indonesian law.
12.4 Allocation of risk. You acknowledge the Fees reflect this allocation, including that you — not Neobiz — bear the risk and responsibility for the lawfulness of your Member Data and your communications.
13. Data protection, export and deletion
13.1 Processing of Member Data is governed by the DPA; processing of Account Data by the Privacy Policy.
13.2 You may export Member Data at any time during the term using the Service's export features.
13.3 On termination, Neobiz will make Member Data available for export for thirty (30) days, then delete it per the DPA and the retention schedule, subject to routine backup cycles and any legal-hold or retention required by law.
14. Term, suspension and termination
14.1 Term. This Agreement runs while you use the Service or have an active plan, and renews per your plan.
14.2 Suspension events. (a) prohibited acts — immediate, no notice; (b) present harm — immediate, notice as soon as practicable; (c) non-payment — after notice and ten (10) days to cure; (d) legal or third-party compulsion — as required.
14.3 Termination for convenience. You may terminate effective at the end of your current billing period.
14.4 Termination for cause. Either party may terminate for material breach uncured thirty (30) days after written notice, or immediately on the other party's bankruptcy (kepailitan), suspension of payment obligations (penundaan kewajiban pembayaran utang), liquidation or analogous event. Neobiz may terminate immediately for AUP or Messaging Policy breach per §8.2.
14.5 Waiver of Articles 1266 and 1267 of the Indonesian Civil Code. The parties waive the provisions of Articles 1266 and 1267 of the Indonesian Civil Code (Kitab Undang-Undang Hukum Perdata) to the extent a prior court declaration or judicial pronouncement would otherwise be required to terminate this Agreement. Termination under this Agreement takes effect on the notice or event specified, without the need for any court order.
14.6 Effect. On termination, your right to use the Service ends and outstanding Fees become due. §13.3 governs data.
15. Changes to this Agreement
15.1 Neobiz may update these Terms, the AUP, the Messaging Policy or the DPA. Material changes will be notified at least thirty (30) days before they take effect and, where required, will prompt re-acceptance; documents are versioned.
15.2 Changes required by law, regulation, or a BSP/carrier/network/regulator may take effect immediately.
15.3 Continued use after the effective date constitutes acceptance. If you do not accept a material change, your remedy is to terminate before it takes effect.
16. Compliance and regulatory status
16.1 Electronic system registration. Neobiz operates as an Electronic System Operator (Penyelenggara Sistem Elektronik) in the private scope and maintains registration as required under Government Regulation No. 71 of 2019 and its implementing regulations.
16.2 Your regulatory status. You are responsible for the business licences (perizinan berusaha), registrations and authorisations required for your business and for the goods or services you sell.
16.3 Anti-bribery. Each party will comply with applicable anti-bribery and anti-corruption laws, including Law No. 31 of 1999 as amended, and will not offer or accept improper payments in connection with this Agreement.
17. Electronic acceptance
17.1 The parties agree this Agreement may be entered into electronically. In accordance with the ITE Law, your click-through acceptance constitutes a valid electronic transaction, and electronic records maintained by Neobiz — including the record of the version accepted, the time of acceptance, and the accepting user — constitute valid evidence.
17.2 You acknowledge that electronic documents and electronic signatures have the same legal force as paper documents and handwritten signatures to the extent provided by the ITE Law.
18. Governing law and dispute resolution
18.1 Governing law. This Agreement is governed by, and construed in accordance with, the laws of the Republic of Indonesia.
18.2 Good-faith deliberation. Before commencing arbitration, a party will give written notice describing the dispute, and the parties will attempt to resolve it by deliberation to reach consensus (musyawarah untuk mufakat) for thirty (30) days.
18.3 Arbitration (BANI). Any dispute not resolved under §18.2 will be finally settled by arbitration administered by the Indonesian National Board of Arbitration (Badan Arbitrase Nasional Indonesia, "BANI") under its rules in force at the time, pursuant to Law No. 30 of 1999. The seat is Jakarta, Indonesia. The tribunal will consist of a sole arbitrator, unless either party elects three arbitrators appointed under the BANI rules. Proceedings will be conducted in Bahasa Indonesia; documents and testimony in English may be submitted without translation. The award is final and binding.
18.4 Interim relief. Either party may seek urgent interim or injunctive relief from the Pengadilan Negeri Jakarta Selatan without waiving §18.3.
19. Language
19.1 This Agreement is executed in both the Indonesian language and the English language, in accordance with Law No. 24 of 2009 and Presidential Regulation No. 63 of 2019. Both versions are executed simultaneously and are of equal date.
19.2 In the event of any inconsistency or difference of interpretation between the two versions, the Indonesian (Bahasa Indonesia) version prevails.
Market practice observed: comparable Indonesian SaaS designates the Indonesian version as prevailing. That is also the more defensible choice against a judge following the 2013–2015 line of cases. Consequence if Indonesian prevails: the Indonesian text is the operative contract, so it must be prepared by a qualified legal translator — not translated informally — and both versions must be reviewed together for divergence.
20. Consumer protection
20.1 You represent that you enter this Agreement for business purposes and not as an end consumer (konsumen akhir) within the meaning of Law No. 8 of 1999 on Consumer Protection.
21. General
21.1 Entire agreement. This Agreement, with the documents it incorporates, is the entire agreement and supersedes prior proposals and understandings on its subject matter.
21.2 Order of precedence. In case of conflict: (a) the DPA controls on the processing of Member Data; (b) then these Terms; (c) then the AUP, Messaging Policy and any product supplement. Rules of a BSP, carrier, messaging platform or payment network control over any inconsistent provision to the extent they apply.
21.3 Assignment. You may not assign without Neobiz's prior written consent, except to a successor of all or substantially all of your business that is not a Neobiz competitor, on notice. Neobiz may assign to an affiliate or in connection with a merger, acquisition or sale of assets. Any other attempted assignment is void.
21.4 Notices. Notices to Neobiz go to hello@neobiz.id and Roseville SOHO and Suite Unit 06-10, Sunburst CBD BSD Lot. I.8, Jl. Kapten Soebianto Djojohadikusumo, Kelurahan Lengkong Gudang, Kecamatan Serpong, Kota Tangerang Selatan, Banten 15321, Indonesia. Notices to you go to your account email and may also be given in-product. Notices are deemed received on the next business day after sending (email or in-product) or on delivery (courier or registered post). You must keep your account email current.
21.5 Force majeure. Neither party is liable for delay or failure (other than payment obligations) caused by events beyond its reasonable control, including natural disaster, war, terrorism, civil unrest, epidemic, labour dispute, failure of utilities or telecommunications, or governmental action.
21.6 Independent contractors. The parties are independent contractors. Nothing creates a partnership, joint venture, agency or employment relationship.
21.7 No third-party beneficiaries, except that Neobiz's affiliates may enforce provisions benefiting them.
21.8 Severability. If a provision is held unenforceable, it will be modified to the minimum extent necessary or severed, and the remainder continues in effect.
21.9 No waiver. Failure or delay in exercising a right is not a waiver of it.
21.10 Survival. The following survive termination: §1, §3.2–3.6 (as they relate to the term), §4 (for amounts accrued), §5, §7, §8.4, §10.3, §11, §12, §13, §18, §19, and §21.
Contact: hello@neobiz.id · PT Neobiz Global Technology, Roseville SOHO and Suite Unit 06-10, Sunburst CBD BSD Lot. I.8, Jl. Kapten Soebianto Djojohadikusumo, Kelurahan Lengkong Gudang, Kecamatan Serpong, Kota Tangerang Selatan, Banten 15321, Indonesia.