Terms & Conditions

Effective Date: 11 August 2026

1. Introduction

These Terms & Conditions ("Terms") govern your access to and use of Rawooh Platform (the "Platform"), a service operated by PT Gumelarix Innovation Technology ("Rawooh", "we", "us", or "our"). By browsing the Platform, placing an Order, or completing a payment, you ("Customer", "you") agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use the Platform. These Terms should be read together with our Privacy Policy and Refund & Cancellation Policy .

2. Definitions

Platform: the Rawooh Platform website and all Store pages hosted on it.
Store: an individual event organizer's storefront hosted on the Platform, identified by a store slug.
Order: a request to purchase one or more Tickets submitted through checkout.
Ticket: an entitlement to attend a scheduled event session sold through a Store.
Payment Gateway: the third-party payment processor used to process payments on the Platform.
Customer: any person who browses, orders, or pays for Tickets through the Platform.

3. About the Platform

Rawooh Platform is a multi-tenant storefront that allows event organizers to sell tickets to scheduled sessions. Each Store operates independently; Rawooh provides the underlying platform, checkout, and payment processing infrastructure connecting Customers to Stores. Everything sold on the Platform is an electronic ticket; no physical goods are sold and nothing is shipped. More detail is on our About Us page.

4. Orders and Payment

All prices are displayed and charged in Indonesian Rupiah (IDR) unless stated otherwise on the Store page.
Payment is processed via the Payment Gateway and any other payment method made available and active at checkout.
Prices shown are final and inclusive. No surcharge, admin fee, service charge or payment channel fee is added to your Order at checkout or at payment. The total shown in your cart is the amount you pay.
Transaction costs charged by the Payment Gateway are borne by us, not by you, consistent with Bank Indonesia rules prohibiting merchants from imposing a surcharge on customers.
Pay exactly the amount shown. Underpayment or overpayment may delay confirmation of your Order.
Payment credentials are entered on the Payment Gateway's own channel or in your banking application. Rawooh never receives or stores card numbers, CVV codes, bank credentials, OTPs or wallet PINs.
An Order is only confirmed once payment has been successfully verified by the Payment Gateway and reflected as "Paid" / "Success" in your Order status.
Payment instructions carry an expiry time shown on the payment page. If the QRIS code or Virtual Account expires before you pay, the Order lapses, nothing is charged, and you may place a new Order.
Ticket availability is not guaranteed until payment is confirmed. In the rare case a Ticket becomes unavailable after payment (e.g. concurrent sell-out), we will contact you using the details provided at checkout to arrange a refund.

5. Ticket and Order Information

You are responsible for providing accurate buyer and ticket-holder information (name, email, phone number, and any additional attributes required by the Store) at checkout. Tickets are issued to the contact details provided for each ticket holder at the time of purchase. Errors in the information provided may affect entry or delivery and are the Customer's responsibility to correct promptly by contacting us.

6. Ticket Delivery and Fulfilment

Format. All Tickets are electronic. Nothing is posted, couriered or physically shipped, and there is no delivery charge.
Channel. Once payment is confirmed, your e-ticket and invoice are sent by email to the buyer's email address given at checkout. Your order confirmation and invoice can also be viewed and downloaded from the order page shown immediately after payment, so keep that link.
Timing. Delivery is automatic and normally completes within a few minutes of the Payment Gateway confirming your payment. During exceptional load or a Payment Gateway delay it may take up to 24 hours.
If it does not arrive. Check your spam and promotions folders first. If your e-ticket or invoice has not arrived within 24 hours of a confirmed payment, contact us with your order or invoice number and we will re-issue it.
Admission. Present your e-ticket at the session as instructed by the organizer. Admission is granted to the ticket holder named on the Ticket, so those details must be accurate.

7. Cancellation and Refund Policy

Except as set out below or as required by applicable law, Tickets are non-refundable and non-exchangeable once payment is confirmed.
Refunds may be issued at our discretion where: (a) a duplicate payment for the same Order is confirmed, (b) a successful payment could not be fulfilled due to Ticket unavailability, (c) the organizer cancels the session, or (d) otherwise required by applicable law or the Payment Gateway's settlement policy.
Approved refunds are processed according to the Payment Gateway's settlement timeline and communicated to you via the contact information provided at checkout.

The full policy, including how to request a refund and where the money is returned, is set out in our Refund & Cancellation Policy .

8. Complaint Handling Procedure

This procedure applies to all payment transactions processed through Rawooh. Every complaint is handled promptly, transparently, and professionally.

Submission Channels

You may submit a transaction-related complaint through:

Customer Support Email: rawooh@gumelarix.com
WhatsApp Customer Support: 0858-5222-2844 (Monday – Friday, 09:00 – 17:00 WIB)

Each complaint is recorded in our customer support system for tracking and resolution.

Information We May Ask For

Full name
Registered email address
Phone number
Order / invoice number
Transaction date and time
Payment amount and method
Screenshot of payment receipt (if available)
Description of the issue

Resolution Time Targets

Complaint Type	Target Resolution
Payment status inquiry	Within 1 business day
Successful payment not reflected	Within 1 business day
Pending payment investigation	Up to 3 business days
Duplicate payment	Up to 5 business days
Refund processing	According to payment gateway settlement policy

Escalation

Cases are escalated to our technical team or the Payment Gateway provider when a payment callback is not received, transaction status is inconsistent, duplicate payment is detected, a refund requires Payment Gateway confirmation, or fraudulent activity is suspected.

9. Privacy and Personal Data

We collect and process buyer and ticket-holder personal data in order to fulfil your Order, and share it with the event organizer whose Store you purchased from and with the Payment Gateway. How we collect, use, share, retain and protect that data, and the rights you have over it, is set out in our Privacy Policy .

10. Customer Responsibilities

Provide accurate and complete information when placing an Order.
Do not use the Platform for fraud, unauthorized ticket resale, or any unlawful purpose.
Retain your Order and payment confirmation for reference and in case of a complaint.

11. Limitation of Liability

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, Rawooh is not liable for indirect, incidental, or consequential damages arising from your use of the Platform. Matters relating to the event itself including scheduling, content, and delivery of the event are the responsibility of the Store organizing that event.

12. Force Majeure

We are not liable for any failure or delay in performance resulting from causes beyond our reasonable control, including but not limited to acts of God, natural disaster, war, government action, or failure of the Payment Gateway or other third-party infrastructure.

13. Changes to These Terms

We may update these Terms from time to time. The updated Effective Date will be reflected at the top of this page. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia. Any dispute arising from these Terms or your use of the Platform will first be addressed through good-faith discussion between you and Rawooh via the complaint channels above before any further legal action is pursued.

15. Contact Us

PT Gumelarix Innovation Technology
Jl. Perumnas Jl. Melon Mundusaren No.236, Nologaten, Caturtunggal, Kec. Depok, Kabupaten Sleman, Daerah Istimewa Yogyakarta 55281
Email: rawooh@gumelarix.com
WhatsApp: 0858-5222-2844
Business hours: Monday – Friday, 09:00 – 17:00 WIB
NIB: 0204260080831