Terms & Conditions and Refund Policy

1. Who We Are and Acceptance

These Terms and Conditions govern your use of this website and the booking, rental, tenancy, portal, and support services operated by PT TOTALINDO HIJAU LESTARI, trading as Dream Living Management ("we", "us"). By browsing the site, submitting a booking, paying an invoice, or signing in to a portal, you accept these Terms and the Return and Refund Policy set out in Part B, which forms a single agreement with them.

2. Definitions

• Daily Rentals: short stays in furnished units booked per night.
• Monthly Rentals: room or unit tenancies billed monthly under a rental contract.
• Property Management: services provided to property owners whose units we operate.
• Owner Portal and Tenant Portal: password-protected areas for assigned owners and tenants.
• Digital Concierge: the link-based guide that delivers arrival instructions and access details for a confirmed stay.
• Dana Titipan: the refundable security deposit held for a monthly tenancy.

3. Eligibility and Booker Responsibility

You must be at least 18 years old and legally able to enter into a contract. The person who books is responsible for the accuracy of the details provided, for every member of the group, and for the conduct of anyone present at the property during the stay. Providing false identity or contact details may result in cancellation without refund.

4. Daily Rental Booking Flow

Selecting dates creates a booking request, not a confirmed reservation. A reservation becomes binding only after payment is verified and we send a confirmation. Availability is synchronised with external channels, so in rare cases a unit may become unavailable between your request and payment verification. If that happens, we offer an equivalent unit or a full refund of any amount received.

5. Prices, Currency, and Taxes

All prices are quoted, charged, and settled in Indonesian Rupiah (IDR). Any amount shown in another currency is an indicative estimate based on a reference exchange rate and is not a price guarantee. Conversion differences, cross-border fees, and card fees are set by your bank or card issuer and are outside our control. Applicable Indonesian taxes are included or stated at checkout.

6. Payments and Xendit

Online payments are processed by Xendit, a licensed Indonesian payment gateway. We do not store card numbers or bank credentials. Available methods may include virtual accounts, e-wallets, QRIS, retail outlets, and cards, depending on what Xendit enables for our account.

• Payment links for daily rental bookings have a limited validity window. When a link expires before payment, the booking is released and you may generate a new payment link.
• A payment is only recognised after Xendit confirms settlement to us. Screenshots or transfer receipts alone do not confirm a booking.
• Do not transfer funds to any account that is not shown inside the official Xendit payment page or an invoice we sent from admin@dreamliving.id.

7. Stay Rules, Check-In and Check-Out

Check-in and check-out times, maximum occupancy, and property-specific rules are stated on the listing and in the Digital Concierge. Unless we agree in writing, parties, events, commercial filming, smoking indoors, pets, and exceeding the stated occupancy are not permitted. We may end a stay without refund for serious breaches, illegal activity, or conduct that endangers the property, neighbours, or our staff.

8. Digital Concierge and Access Codes

For security, access details are released through a private Digital Concierge link tied to a confirmed reservation, and we may require identity verification before releasing an access code. Access codes and concierge links are personal to your reservation. Do not share them. Access is deactivated after the stay ends. You agree to the collection and use of identity data for verification as described in our Privacy Policy.

9. Monthly Rentals, Billing, and Dana Titipan

• Tenancies are governed by these Terms together with the signed rental contract for the room or unit.
• Monthly invoices are issued for each billing period and are payable by the due date shown on the invoice and in the Tenant Portal.
• Where a tenancy starts or ends mid-month, rent may be prorated using the monthly rate divided by the number of days in that month, multiplied by the number of nights occupied.
• Dana Titipan is held as a deposit, is not rent, and is not applied to monthly invoices unless we agree in writing.
• Late payment may lead to reminders, suspension of optional services, and termination of the tenancy in line with the contract.

10. Damage, Loss, and Liability of Guests

Guests and tenants are responsible for loss or damage beyond ordinary wear and tear that occurs during their stay or tenancy, including damage caused by their visitors. Costs are assessed on documented repair, replacement, or professional cleaning cost, and we share the supporting evidence with you. For tenancies, verified amounts may be deducted from Dana Titipan; anything above the deposit remains payable.

11. Cancellation or Relocation by Us

If a unit becomes uninhabitable or unavailable through no fault of yours, we will first offer a comparable unit of equal or higher standard at no extra cost. If no comparable unit is available or you decline the alternative, we refund the amount received for the affected nights in full, as described in Part B.

12. Limitation of Liability and Force Majeure

To the extent permitted by Indonesian law, our total liability for a booking or a billing period is limited to the amount you actually paid to us for that booking or period. We are not liable for indirect or consequential loss, including travel costs, lost income, or missed events. We are not liable for failure caused by events beyond our reasonable control, including natural disaster, fire, flood, utility or network failure, government action, or civil disturbance.

13. Accounts, Portals, and Credentials

Portal access is granted to assigned owners and tenants only. Keep your credentials confidential, use a unique password, and notify us immediately at admin@dreamliving.id if you suspect unauthorised access. We may suspend access to protect data or investigate misuse.

14. Intellectual Property and Acceptable Use

The site, brand, text, photographs, and layouts are owned by us or our licensors and may not be copied or reused commercially without written permission. Automated scraping, bulk downloading, security probing, reverse engineering, and any attempt to access data that is not yours are prohibited.

15. Privacy

Personal Data is processed as described in our Privacy Policy, which explains what we collect, our legal bases, retention periods, and your rights.

16. Changes, Governing Law, and Disputes

We may update these Terms. The version published at the time of your transaction governs that transaction, and the version date is shown at the top of this page. These Terms are governed by the laws of the Republic of Indonesia. We aim to resolve every issue directly; if that fails, disputes are submitted to the competent court in Batam, Kepulauan Riau.

17. Contact and Response Times

Email admin@dreamliving.id or WhatsApp +62 853-5576-1308. We acknowledge written enquiries within 3 business days. Urgent issues during a stay should be reported by WhatsApp so we can respond faster.

Part B. Return and Refund Policy

This policy applies to every payment made to Dream Living Management through this website or a payment link we send, and forms part of these Terms.

R1. General Principles

We do not sell physical goods, so there are no product returns or shipping. Approved refunds are processed in IDR to the original payer and, where technically possible, to the original payment method or the source bank account. We do not refund to a third-party account.

R2. Daily Rentals Refunds

• Confirmed daily rental bookings are non-refundable when cancelled at the guest's request, including no-show and early departure.
• A full refund is given when the unit is not habitable due to our fault, when we cancel the reservation, or when force majeure prevents the stay.
• You may request a date change. Changes depend on availability and any rate difference is payable. A date change is a courtesy, not a right, and does not convert a booking into a refundable one.

R3. Monthly Rentals and Dana Titipan

• Rent already paid for a current or past billing period is non-refundable, including when a tenant leaves early.
• Dana Titipan is refundable. After check-out and unit inspection, we return the deposit less verified damage costs and any outstanding invoices, within 14 business days of inspection.
• We provide a written breakdown of any deduction together with the refund.

R4. Overpayment and Duplicate Payment

If you pay twice for the same invoice or pay more than the amount due, we refund the excess to the original payer within 7 to 14 business days after verification, or credit it against your next invoice if you prefer and confirm in writing.

R5. Failed or Expired Payments

A failed or expired payment link means no funds were captured, so no refund is needed. You can generate a new payment link from the booking page or from your portal. If your bank shows a temporary hold, it is released by the bank under its own timelines.

R6. Paid but Not Reflected

If funds left your account but the booking or invoice still shows as unpaid, contact us with the payment proof, amount, date and time, and reference number. We open a trace with Xendit and update you within 3 business days. Verified payments are applied to your booking or invoice with the original payment date.

R7. How to Request a Refund

• Email admin@dreamliving.id or WhatsApp +62 853-5576-1308.
• Include the reservation number or invoice number, payment proof, the reason, and the original payer's bank account details.
• We acknowledge within 3 business days and state whether the request is approved, needs more information, or is declined with the reason.
• Approved refunds are transferred within 7 to 14 business days of approval, except Dana Titipan which follows R3.

R8. Fees and Deductions

We do not charge an administration fee on refunds. Bank transfer fees, card scheme fees, and exchange rate differences applied by your bank or issuer are outside our control and may reduce the amount you receive.

R9. Chargebacks and Disputes

Please contact us before filing a chargeback so we can resolve the issue directly. Where a dispute is escalated to the payment provider, we cooperate with Xendit and supply the booking, invoice, and communication records relevant to the transaction.

R10. Relationship with Signed Contracts

Where a signed rental or management contract sets more specific terms for a matter covered here, that contract prevails for that matter. For everything else, this policy applies.