1. Introduction
Welcome to Jastuy (“Platform”, “we”, “us”, or “our”). By accessing or using our services, you agree to be bound by these Terms of Service (“Terms”). Please read them carefully. If you do not agree, you must not use the Platform.
2. Platform Overview
Jastuy is a marketplace that connects buyers with jastuyers — verified travelers who purchase items from abroad on behalf of buyers (jastip service). Jastuy acts solely as a facilitating platform and is not a party to the purchase agreement between buyers and jastuyers. All transactions are subject to these Terms.
3. User Accounts
- You must be at least 17 years of age to use this Platform.
- You are solely responsible for maintaining the confidentiality and security of your account credentials.
- You must provide accurate, truthful, and complete information at the time of registration and keep it up to date.
- Jastuy reserves the right to suspend, restrict, or permanently terminate any account that violates these Terms, engages in fraudulent activity, or poses a risk to the integrity of the Platform.
4. Jastuyer Responsibilities
- Jastuyers must complete identity verification (KYC) before accepting or fulfilling any orders.
- Jastuyers must purchase the exact items as described and agreed upon, and provide valid proof of purchase.
- Jastuyers are responsible for accurately declaring all items through Indonesian customs in accordance with applicable laws and regulations.
- Customs Financial Responsibility: Jastuyers bear full financial responsibility for all customs duties, import taxes, fines, storage fees, and any other charges levied by Indonesian customs authorities in relation to items they bring into the country. This applies regardless of the customs pricing option selected at the time of trip setup (Included in Price, Auto Above Threshold, or Auto Apply). If items are held, detained, or penalized by Indonesian customs, the jastuyer is solely responsible for resolving the matter and covering all associated costs. Jastuyers may not request, demand, or collect any additional customs-related payments from buyers after an order has been placed. If customs complications would result in significant unrecoverable costs, the jastuyer may choose to cancel the affected order in accordance with the cancellation policy in Section 6, but may not pass those costs to the buyer.
- Jastuyers must ship items within the agreed timeframe and provide tracking information promptly.
- Packaging Video Requirement: Jastuyers are required to record a clear video of the item(s) being packaged before dispatch. This video serves as evidence of item condition at the time of packaging and is mandatory for dispute protection. Failure to provide packaging video may result in an unfavorable dispute outcome.
- Jastuyers must not distribute, sell, or facilitate the purchase of counterfeit, replica, fraudulent, or fake goods of any kind. Violation of this policy will result in immediate account suspension and may be subject to legal action.
- Jastuyers must not source or facilitate the acquisition of items that are illegal, prohibited, or restricted under the laws of Indonesia or the country of purchase.
5. Buyer Responsibilities
- Buyers must provide accurate and complete delivery information. Jastuy and jastuyers are not liable for non-delivery resulting from incorrect addresses.
- Buyers must complete full payment before the jastuyer proceeds with the item purchase.
- Customs charges, where applicable, are estimated and disclosed at the time of checkout. Buyers will not be charged any additional customs duties, import taxes, or customs-related fees after an order is placed. All customs financial obligations rest with the jastuyer as described in Section 4.
- Unboxing Video Requirement: Buyers are strongly required to record a clear and uninterrupted unboxing video upon receiving the package. This video is essential for any damage or missing-item dispute. Disputes related to item condition may not be accepted without a valid unboxing video.
- Disputes must be raised within 3 days of delivery confirmation. Claims submitted after this period may not be accepted.
6. Cancellation & Refund Policy
6.1 Buyer-Initiated Cancellations
Cancellations by buyers must be formally requested through the Platform and are subject to prior written approval by the jastuyer. Cancellations are not guaranteed and will only be approved if the jastuyer has not yet proceeded with the item purchase.
If a cancellation is approved, the following applies:
- A cancellation fee may be charged based on the jastuyer’s individual cancellation policy, which is disclosed on their trip listing. The buyer acknowledges and agrees to this fee at the time of order placement.
- The platform service fee and payment processing fee are strictly non-refundable in all buyer-initiated cancellations, as these costs are incurred at the time of transaction.
- The refundable amount, if any, will be the order value minus the applicable cancellation fee, platform fee, and payment processing fee.
6.2 Jastuyer-Initiated Cancellations
Jastuyers are expected to honor all accepted orders. Cancellations initiated by jastuyers are taken seriously by the Platform and subject to the following consequences:
- A first occurrence will result in a formal warning.
- Repeated cancellations without valid justification may result in platform fines, reduced visibility, or account suspension, at Jastuy’s sole discretion.
- In the event of a jastuyer-initiated cancellation, buyers will receive a full refund of the order value. However, the platform fee and payment processing fee remain non-refundable unless Jastuy, in its discretion, determines that exceptional circumstances warrant a waiver.
6.3 Non-Refundable Items
Regardless of cancellation type, the following are non-refundable under all circumstances unless Jastuy explicitly determines otherwise in writing:
- Platform service fees
- Payment gateway processing fees
- Customs duties and import taxes already paid
6.4 Completed Orders
Orders that have been marked as Completed are final and cannot be cancelled or refunded. An order will be automatically marked as Completed 7 (seven) days after the item has been confirmed as delivered, unless the buyer raises a dispute before that period lapses. Buyers are advised to inspect all received items promptly and within the allowable dispute window.
7. Payments, Fees & Disbursement
All payments are processed securely through our payment partner, Midtrans. By completing a transaction, you agree to Midtrans’ terms and conditions in addition to these Terms.
- Jastuy charges a platform service fee on each transaction, as displayed at checkout.
- Payment processing fees are charged by the payment gateway and are non-refundable.
- Delivery Fees: Domestic delivery fees are automatically calculated based on the destination address, package weight, and dimensions at the time of shipping. The final delivery fee displayed at checkout is an estimate. Users may be subject to additional delivery charges if the actual package weight or dimensions exceed the estimate, or if address corrections are required. Any such additional fees are the buyer’s responsibility.
- Jastuyer Disbursement: Payout to jastuyers will only be initiated after the item has been confirmed as successfully delivered to the buyer and the dispute window has lapsed, or after the buyer confirms receipt — whichever occurs first. Automatic release occurs 7 days after confirmed delivery.
- Jastuyers who hold an active Partner Contract with Jastuy may be subject to different disbursement terms as stipulated in their individual partnership agreement.
8. Trust Warehouse
The Jastuy Trust Warehouse is an optional service designed to provide an additional layer of security and assurance for buyers and jastuyers, particularly for high-value purchases.
- For large or high-value orders, the use of the Trust Warehouse service is strongly recommended.
- When this service is used, items will be received, inspected, and visually verified at the Jastuy warehouse before being forwarded to the buyer. A condition report or visual confirmation will be shared with the buyer prior to shipment.
- This service provides both parties with documented proof of item condition at the point of transfer, significantly reducing the likelihood of disputes.
- Additional fees apply for the Trust Warehouse service and will be disclosed prior to confirmation.
- Availability of the Trust Warehouse service is subject to operational capacity and geographic coverage.
9. Prohibited Items & Conduct
The following items and activities are strictly prohibited on the Platform:
- Counterfeit, replica, or fake goods of any brand or description
- Controlled substances, narcotics, or pharmaceuticals without valid prescription and proper documentation
- Weapons, firearms, ammunition, or related accessories
- Products derived from endangered or protected species
- Pornographic or obscene materials
- Items prohibited under Indonesian law, international trade agreements, or the laws of the country of purchase
- Any item that is hazardous, toxic, or restricted by aviation or shipping regulations
Violations of this section will result in immediate account termination and may be reported to the relevant authorities.
10. Dispute Resolution
Jastuy is committed to handling all disputes with professionalism, impartiality, and thoroughness. In the event of a disagreement between a buyer and a jastuyer, the following process applies:
- Disputes must be submitted through the Platform’s official support channel within 3 days of delivery confirmation.
- Both parties are required to submit all relevant evidence, including but not limited to: packaging videos, unboxing videos, photographs, order receipts, and tracking information.
- Jastuy administrators will review all submitted evidence and may request additional information from either party.
- Jastuy will endeavor to reach a resolution within a reasonable timeframe. Jastuy’s decision, once issued, is final and binding on both parties.
- Jastuy reserves the right to impose penalties, issue refunds, withhold payouts, or suspend accounts based on the outcome of a dispute investigation.
11. Limitation of Liability
To the maximum extent permitted by applicable law:
- Jastuy is not liable for loss, damage, or delay of shipments beyond the escrowed transaction value.
- Jastuy is not liable for customs seizure, confiscation, or destruction of items.
- Jastuy is not responsible for actions or omissions of jastuyers, buyers, couriers, or third-party service providers.
- Jastuy’s total liability in any circumstance shall not exceed the platform fees collected for the relevant transaction.
12. Off-Platform Communication & Transactions
12.1 Prohibition on Off-Platform Communication Prior to Purchase
Any attempt by jastuyers or buyers to solicit, encourage, or facilitate communication outside of the Jastuy Platform (including via personal WhatsApp, Instagram, Telegram, Line, or any other channel) before a purchase has been completed is a violation of these Terms of Service. Such behaviour is strictly prohibited as it undermines the Platform’s buyer protection, dispute resolution, and transaction security mechanisms.
Jastuy logs and monitors all activity on the Platform, including messaging patterns and profile interactions. Any attempt to circumvent Platform communication channels is carefully recorded and may result in:
- A formal warning issued to the offending account
- Temporary or permanent account suspension
- Removal of trip listings or account privileges
12.2 Post-Purchase Contact Facilitation
Upon successful completion of a purchase, Jastuy will provide the buyer’s WhatsApp contact number to the jastuyer to facilitate order coordination, packaging updates, and delivery arrangements. This contact sharing is limited strictly to the purpose of fulfilling the specific order.
12.3 Off-Platform Transactions
Any transaction, payment, or agreement entered into outside of the Jastuy Platform — even if it involves a verified jastuyer or a jastuyer with a prior positive track record on the Platform — is entirely at the user’s own risk. Jastuy accepts no responsibility, liability, or obligation of any kind for transactions conducted outside the Platform, including but not limited to:
- Loss of payment or goods
- Fraud, scams, or misrepresentation
- Disputes arising from off-platform agreements
- Failure to deliver or deliver as described
Jastuy strongly advises all users to conduct transactions exclusively through the Platform to benefit from buyer protection, secure escrow payments, and access to the dispute resolution process.
13. Platform Integrity, Security & Bug Reporting
13.1 Unauthorized Testing
Unauthorized security testing, penetration testing, vulnerability scanning, or any form of system probing on the Jastuy Platform is strictly prohibited. Any individual or organization wishing to conduct security research or testing must first obtain an official written authorization letter from the PT before commencing any testing activity. Testing conducted without such authorization will be treated as an attempted intrusion and will be subject to legal action.
13.2 System Manipulation & Cheating
Any attempt to manipulate, exploit, circumvent, or otherwise interfere with the Platform’s systems, algorithms, payment flows, or operational logic is strictly prohibited. This includes but is not limited to:
- Exploiting bugs, errors, or unintended behavior to obtain monetary benefits, payouts, items, discounts, or any other platform value not legitimately earned
- Requesting or receiving money, payouts, items, credits, or any benefit that was not intended to be granted by the Platform
- Collusion, fake orders, or artificial manipulation of ratings, reviews, or listings
Any money, payout, item, credit, or benefit obtained through exploitation of system errors or unintended behavior is considered invalid and will be revoked. Jastuy reserves the right to request repayment of any amounts disbursed as a result of system error, manipulation, or unintended behavior, and may apply a non-payout clause to affected accounts pending full investigation.
13.3 Error Correction & Reversals
Jastuy reserves the right to reverse, void, or adjust any transaction, payout, credit, or account action that was processed as a result of a system error, bug, or unintended behavior — regardless of whether the error was known to the user at the time. Users agree that corrections made in good faith by Jastuy are lawful and binding.
13.4 Bug Reporting Obligation
Users who discover a bug, vulnerability, or unintended system behavior are required to report it immediately through the official support ticket system or via the Platform’s support contact channels. Deliberate failure to report a known bug — particularly where the user has benefited or intends to benefit from it — constitutes bad-faith conduct and will be treated as a serious violation of these Terms.
13.5 Legal Action
Jastuy will pursue all available legal remedies against any person or entity found to have engaged in fraud, unauthorized access, system hijacking, data tampering, or any attempt to compromise the security or integrity of the Platform or its underlying infrastructure. This includes criminal complaints, civil claims for damages, and referrals to the relevant cybersecurity and law enforcement authorities under Indonesian and applicable international law.
14. Amendments
Jastuy reserves the right to update or modify these Terms at any time. Continued use of the Platform following the publication of revised Terms constitutes acceptance of those changes. Users are encouraged to review these Terms periodically.
15. Contact
For questions, concerns, or dispute submissions regarding these Terms, please contact us through the Support page.