The following is the Refund Procedure for Traveloka, and Pegipegi

The following is the Refund Procedure for Traveloka, and Pegipegi – The online ordering mechanism is developing rapidly both in terms of programs and benefits. Every year, the market share of online hotel and travel ticket bookings reaches 63 % of the 1.2 trillion US dollars generated by the travel industry.

For example, hotel booking services such as Traveloka,, and PegiPegi, have been widely used in Indonesia since these years. The three programs offer various conveniences for users, including suspension and return services. In certain circumstances, users of the three hotel reservation services can apply for a suspension and refund from the hotel that has been requested.

The suspension process can be done directly with the program and can take days to process the refund. Below are the steps for submitting a return via Traveloka,, and PegiPegi.


Pembatalan dan pengajuan refund hotel di Traveloka dapat dilakukan melalui website ataupun application Traveloka, dengan langkah-langkah berikut:

  1. Open the website or application Traveloka.
  2. Login to Traveloka account.
  3. Select the "Order" menu then in the "Manage Order" column click "Refund".
  4. Enter the password to continue.
  5. After reading the "Refund Terms & Conditions" check the box to agree, then click "Next Step".
  6. Select the room to be canceled, Click "Continue".
  7. Upload supporting documents, click "Request Refund".

Cancellations and refund requests can be reviewed through "My Refunds" in the "My Account" menu. The refund process takes a different time in each country, which is around 14 working days for hotel bookings in Indonesia and 30 working days for hotel bookings overseas.

Cancellations and requests for refunds for hotel bookings at can be done through the application, by:

  1. Open the app
  2. Open “My Order” then tap the “Hotel” icon.
  3. Select the hotel booking you want to cancel.
  4. Click the refund button.
  5. Select the reason for the refund, click "Continue".
  6. Read “Terms & Conditions” then check the box and click “Continue”.
  7. Review the order you want to cancel then click "Continue".
  8. Enter the 4-digit OTP code sent via email or the telephone number registered to the application.
  9. Order status will change to "Processing Refund".

The cancellation process and request for a refund can be reviewed through the "My Order" menu. The amount of Refund received will vary depending on the policies of each hotel.

Refund funds will be returned according to the means of payment used to order (credit card, TIX Point, Kredivo or Akulaku). The refund process will be carried out no later than 14 working days after the refund submission.


Cancellations and requests for refunds for hotel bookings at PegiPegi can be done in two ways, namely the application and the Google Form. The Google Form service has been implemented since early 2020 for orders canceled due to the Covid-19 pandemic.

For refunds through the PegiPegi application, the steps are:

  1. Open the PegiPegi application, then log in.
  2. On the "Order" menu, click Refund.
  3. the refund application form.

For a refund via Google Form, the steps are:

  1. Open the Google Form link listed on the PegiPegi page.
  2. Enter your personal data and ordering data listed in the form.
  3. Check the form again, then Click Next.
  4. Read the "Cancellation Policy" if you agree, select Yes. Then, click next.

Cancellations and requests for refunds will be subject to an administration fee of IDR 15,000. Make sure the accommodation you want to cancel is refundable, because there are several accommodations in PegiPegi that are non-refundable. Requests for cancellations and refunds should be made 7 days before the date of stay.

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