Reference

Browse Our Terms Before You Open an Account

These Terms & Conditions set out your rights and obligations when you use to28, covering how your account is opened, how deposits via DANA, OVO, GoPay and QRIS…

Account Eligibility CriteriaDANA, OVO, GoPay & QRIS Payment RulesDispute Resolution ProcessAccount Suspension ConditionsAmendment & Notification Policy
to28 Browse Our Terms Before You Open an Account
HUBUNGI KAMI

Reach Us About Any Terms-Related Query

Our support team handles Terms & Conditions queries seven days a week, between 08:00 and 23:00 WIB. Whether you are in Jakarta or Surabaya, you can reach us through live chat, email, or WhatsApp, and we aim to resolve policy questions within four business hours.

Team online

Live Chat

Start a live chat session directly from your account dashboard any day between 08:00 and 23:00 WIB. Our agents can walk you through any clause in these Terms & Conditions and confirm how specific rules apply to your account.

Email Support

Send a detailed query to our support email and receive a written response within four business hours. Attach your account ID so our team can reference the exact terms that apply to your transaction history or account status.

WhatsApp

Message our WhatsApp support line for quick clarification on payment-related terms, including how DANA, OVO, GoPay and QRIS transactions are classified under Section 4 of these Terms & Conditions.

KEAMANAN AKUN

See How We Protect Your Account Under These Terms

Security and transparency are built into how we apply these Terms & Conditions. From data retention to cookie handling, each point below reflects a concrete commitment we make to every account holder…

Data Retention

We retain your account data for a minimum of five years after your last transaction, as required under applicable financial record-keeping obligations. You may request a summary of your stored data at any time via email support.

Cookie Policy

Our platform uses session and analytics cookies to maintain your login state and improve page performance. You can manage cookie preferences through your browser settings; disabling essential cookies may affect account functionality.

Account Security

Your account is protected by two-factor authentication, which you can activate under Account Settings. We never share your login credentials with third parties, and all payment data for DANA, OVO, GoPay and QRIS is encrypted at rest.

Requesting Changes

To update personal details such as your registered email or linked payment method, submit a verified request through live chat or email. Changes to payment accounts require identity confirmation before they take effect.

Who to Contact

For formal Terms & Conditions disputes, address your correspondence to our compliance team via the support email. Responses to formal complaints are issued within 14 calendar days, in line with the dispute resolution clause in Section 9.

Terms Amendment Notice

We publish a change log each time these Terms & Conditions are updated. The log is accessible from the footer of every page, so you can review exactly what changed and when, without needing to compare full document versions manually.

Your Terms & Conditions Questions Answered

The questions below cover the most common concerns about how these Terms & Conditions affect your account, your payments, and your rights as a to28 account holder in Indonesia. If your question is not listed here, our support team is available daily from 08:00 to 23:00 WIB.

They cover every aspect of your account relationship with to28, including how you register, how deposits and withdrawals via DANA, OVO, GoPay and QRIS are processed, how disputes are handled, and under what conditions your account may be suspended.

We send a notification to your registered email at least seven days before any material change takes effect. You can also check the change log in the site footer at any time to see a dated history of every amendment made to these terms.

Yes. Contact our support team by email with your account ID and the approximate date you registered. We archive all previous versions of these Terms & Conditions and will send you the version that was active on your registration date within 48 hours.

If you do not accept a specific clause, you should stop using the platform and notify our support team in writing. We will process an account closure and ensure any confirmed withdrawable balance is returned via your linked payment method, subject to verification.

Access to certain features depends on local law. Where regional restrictions apply in Indonesia, we will note them explicitly within the relevant clause. Your account dashboard will also reflect any feature limitations tied to your registered region.

Failed transactions via QRIS or GoPay are governed by Section 4 of these terms. If a deposit does not credit to your account within 10 minutes, contact live chat with your transaction reference. Reversals follow the timeline set by the relevant payment provider.

Address formal complaints to our compliance team via the support email listed in Section 9. Include your account ID and a clear description of the clause in question. We aim to issue a written response within 14 calendar days of receiving your complaint.