Terms and Conditions

Verification

Hi Citilinkers, Welcome to Citilink Refund Portal
Before Citilinkers apply for a refund, please carefully read the following information:
  1. Refund terms and conditions can be accessed through the following link

  2. Refund Payment Method and duration

    Ticket Payment Channel Refund Channel Refund Process Duration
    Cash* Passenger Account 15 (fifteen) working days**
    Credit Card Credit Card Payer Limit 30 (thirty) working days**
    Debit Card/Transfer/OVO Transfer Passenger Account 30 (thirty) working days**
    E-Wallet Account Balance E-Wallet 30 (thirty) working days**
    *Cash Ticket payment at Citilink Customer Service
    **The refund process duration starts from the submission date with all necessary documents submitted
    **Crediting funds through credit/debit cards according to the issuing bank's policy.

  3. Documents that need to be attached according to the type of payment made are as follows:

    Ticket Payment Channel Documents (Soft Copy)
    Cash
    1. ID card/Passport/Driver’s License of one of the passengers (refund recipient)
    1. The first of saving book or screen capture m-banking that inform the name and account number refund recipient
    Credit Card
    1. Cardholder’s ID card/Passport/Driver’s License
    1. Screen capture of credit card that informs the card number and name of the cardholder or billing statement of ticket payment
    Debit Card/OVO
    1. ID card/Passport/Driver’s License of one of the passengers (refund recipient)
    1. The first of saving book or m-banking screen capture inform the passenger's name and account number refund recipient
    E-Wallet
    1. E-wallet account owner's ID card/Passport/Driver’s License
    1. Ticket payment receipt and screen capture E-wallet Account
  4. If the refund value is not returned to one of the passengers on the ticket (except credit cards and E-wallet), it is mandatory to attach a power of attorney stamp duty IDR 10,000, signed by the authorizer (one of the passengers) and the recipient of the power of attorney. And attach the identity card of the authorizer and the recipient of the power of attorney.
  5. To facilitate the refund submission process, Citilinkers can download the steps file to fill out the refund form.
  6. Refund requests are for all passengers in one booking code. If there are several names in one booking code and only one name is submitted for refund, Citilinkers can contact:
    • 24-hour Contact Center 0804 1 080808 and International Contact Center +6221 5088 6390
    • Live chat on Citilink website, mobile app and WhatsApp +628 1011 0808
    • Email customercare@citilink.co.id



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