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Our Legal Terms and Your Account Rights

negaraqq operates under a clear legal framework so you know exactly where you stand when you open an account, make a deposit via DANA or OVO, or request…

Account Terms & ConditionsPrivacy & Data PolicyQRIS / DANA / OVO Transaction RulesJurisdiction: IndonesiaContact: [email protected]
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negaraqq Our Legal Terms and Your Account Rights
LEGAL CONTACT PATHS

How to Reach Our Legal and Compliance Team

If you have a question about our terms, a data-access request, or a dispute over a transaction processed via GoPay or QRIS, we have three direct contact paths available. Our legal team responds within one business day for written requests and within minutes for live chat during operating hours.

Team online

Live Chat — Legal Queue

Open the chat widget in your account dashboard and select 'Legal & Compliance' from the topic menu. Agents are available Monday–Saturday, 09:00–21:00 WIB, and can escalate to a senior compliance officer within the same session.

Email — [email protected]

Send your written request or formal dispute to [email protected]. Include your registered account ID and the transaction reference number if your query relates to a DANA, OVO, GoPay or QRIS payment. We aim to reply within one business day.

Account Dashboard — Help Centre

Log in, navigate to Settings > Help Centre > Legal Requests, and submit a ticket directly tied to your account record. This path gives our team instant access to your transaction history, speeding up resolution for billing or access disputes.

ACCOUNT SECURITY STANDARDS

How We Protect Your Data and Account

We apply concrete technical and procedural controls to every account on negaraqq — not just legal boilerplate. Here is exactly what we do across the six areas that matter most to you.

Data Encryption at Rest and in Transit

All personal data — name, email, phone, payment method details for DANA, OVO, GoPay and QRIS — is encrypted using AES-256 at rest and TLS 1.3 in transit. We do not store raw card or e-wallet credentials on our servers.

Cookie Policy and Consent

We use session cookies for login state, analytics cookies to measure page performance, and no third-party advertising cookies by default. You can review and withdraw cookie consent at any time via Settings > Privacy > Cookie Preferences in your account.

Account Access Logs

Every login attempt — successful or failed — is recorded with timestamp, IP address and device fingerprint. You can view your last 30 access events inside Settings > Security > Login History and flag any entry you do not recognise.

Data Retention Schedule

We keep active account data for the lifetime of your account plus 36 months after closure, in line with financial record-keeping norms. After that window, personal identifiers are deleted; anonymised transaction aggregates may be retained for internal analytics.

Who to Contact for Data Requests

To request a copy of your data, correct an error, or ask for deletion, email [email protected] with subject line 'Data Request — [your account ID]'. We process these requests within 14 calendar days and confirm completion by email.

How to Request Account Changes or Closure

Submit an account-change or closure request through the in-app ticket system under Settings > Account > Close Account. Outstanding balances must be withdrawn via your registered DANA or OVO wallet before closure is finalised.

Common Legal Questions About Your Account

These are the questions we hear most often when you are reviewing our terms, working through a transaction dispute, or trying to understand your rights as an account holder in Indonesia. Each answer reflects our actual process, not a generic policy statement.

Access to negaraqq depends on local law. We encourage you to check the regulations applicable in your province or region before opening an account, as eligibility conditions may vary across different areas of Indonesia.

Our terms specify the governing jurisdiction in the full agreement linked inside your account dashboard. Disputes are first handled through our internal resolution process; if unresolved, the terms outline the arbitration pathway available to you.

Email [email protected] with the subject 'Data Request — [your account ID]'. We will compile and send you a structured data export within 14 calendar days, covering profile data, transaction records and communication history.

Yes. Submit a deletion request to [email protected]. We will remove personally identifiable data after your account is closed, subject to the 36-month financial retention requirement. You will receive written confirmation once deletion is complete.

Open a dispute ticket through Settings > Help Centre > Transaction Dispute within 7 days of the transaction. Attach the DANA or OVO receipt reference. Our payments team investigates and responds within two business days with a resolution or status update.

Go to Settings > Profile > Edit Details for minor changes such as phone number or email. For legal name corrections — required before any withdrawal above the identity-verification threshold — email [email protected] with a valid government-issued ID.

We will notify you by email within 24 hours of any suspension, stating the reason. You may appeal by replying to that email or contacting [email protected]. We aim to review all appeals within three business days and communicate the outcome in writing.

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