Dispute Resolution

Three different disagreements get called the same word, and separating them usually resolves half of them.

The first is between you and us: the platform, the subscription, the service. That is what this page governs.

The second is between you and your customer: a booking that was not honoured, an order that was wrong, a refund. Avrosh facilitates that transaction but is not a party to it. You are the merchant. Where a customer pays by bank transfer or on arrival, the money moves between you and them and never touches us. We can help you reconstruct what was said and when, and that is usually the useful part, but the commercial dispute is yours.

The third is between your customer and us. In almost every case there is nothing to arbitrate, because on the QR chat surface there is no account, no phone number and no login, so we hold nothing personal about them. Where a customer does hold an account with your business, their route is a data-protection route rather than a contractual one, and it is covered in the last section.

Write to hello@avrosh.com. Say what happened, which business and which property it concerns, and roughly when. A date and a time zone are worth more than a paragraph of description, because they let us go straight to the record.

We would rather hear about a problem early and badly worded than late and well drafted. Most of what reaches us is a data problem, a configuration problem or a misunderstanding about what the AI was told, and all three are fixable in an afternoon once we can see the turn where it went wrong.

We do not publish a response-time commitment. Outside a signed service-level agreement the service is provided on an as-is basis, and promising a number here that nothing enforces would be the kind of claim this site exists to avoid making.

An argument about what the AI said is settled by reading what the AI said. Here is exactly what exists.

Chat conversations are stored as text, turn by turn, for the life of the account. There is no automatic deletion of conversations, so an old thread is normally still there.

Phone calls: no call audio is recorded or stored. What exists is a written transcript of the call, held the same way as a chat conversation, plus a call record holding the caller number, the number dialled, the direction, the status, whether the AI or a human answered, the duration and a summary. If you need the audio of a call, it does not exist and cannot be produced later.

Operator actions are written to an append-only audit log. It is append-only at two layers: a database trigger that refuses any update or delete, and the application role having those privileges revoked outright. Nobody at Avrosh can quietly edit it, which is the property that makes it worth citing in a disagreement.

Orders and bookings carry their own event trails, also append-only, so a claim that a booking was confirmed, amended or cancelled at a particular moment is checkable rather than arguable.

Two limits, stated rather than discovered. We hold your business content and the conversations run on it; we do not hold your accounting, your bank records or anything in systems we do not run. And where a booking involved a bank-transfer proof image uploaded by a customer, that image is held with the booking, so a payment dispute usually has a document attached to it.

Avrosh is small. There is no ticket maze and no tiered support queue to climb. A complaint that is not resolved by the first exchange goes to the founder, and in practice that is a short path.

If we got it wrong, we will say so and fix it. If we think you have misread what the product does, we will show you the record rather than assert it. If the answer is that a capability you expected does not exist, we will tell you that too, because a product that oversells itself generates more disputes than one that does not.

Subscriptions are handled by our payments provider as merchant of record. Renewal, cancellation and refund terms are the ones shown to you at checkout, and a card dispute raised with your bank goes to that provider, not to us. Card details never reach Avrosh.

Two facts about how billing actually behaves, because both have surprised people. Billing is at the account level, not per property: if your account is in good standing, a property you add is born active, and there is no separate per-property subscribe or cancel. And there is currently no automatic cutoff: an account marked overdue keeps serving rather than stopping at a deadline. We would rather your customers keep getting answered while an invoice is sorted out, but you should not read that as a policy commitment, and the cutoff rule is a decision that is still open.

On numbers: pricing is quoted privately and set per business, so there is no public figure to point at. If you have a signed agreement, the figures in it govern. If you never signed a separate agreement, the public Terms govern on their own, and there is no separate private document that quietly changes them. We say that because deferring every number to a contract you may not have is circular, and it is the sort of gap that turns a small billing question into a real dispute.

If a dispute between you and PT Laras Teknologi International is not resolved by the steps above, it is settled by arbitration rather than in court.

The arbitration is administered by the Singapore International Arbitration Centre under the SIAC Rules in force when the notice of arbitration is filed. The tribunal is constituted under those Rules. The seat of the arbitration is Singapore. The language is English. The award is final and binding on both sides, and either side may have it recognised and enforced by any court with jurisdiction.

Each side keeps the ordinary right to ask a court for urgent interim relief, such as an order to stop an imminent misuse of confidential material or intellectual property, without that waiving the arbitration agreement.

Several details a lawyer will ask about are deliberately not asserted here because they have not been decided: the notice period that must elapse before a notice of arbitration can be filed, whether there is a window to opt out of arbitration, and the position on collective or class proceedings. They are listed at the end of this page as open rather than invented.

This is a genuine benefit to a buyer, so it is worth one plain paragraph rather than a clause nobody reads.

Avrosh is contracted by an Indonesian company, and most of our customers are in the United States and the European Union. A judgment from an Indonesian court is not directly enforceable in the United States or in the EU, and a judgment from a US or EU court is not directly enforceable in Indonesia. Court litigation across that gap can therefore end with a win that cannot be collected, which is the worst outcome available to either side.

An arbitral award behaves differently. Under the New York Convention on the Recognition and Enforcement of Foreign Arbitral Awards, an award is enforceable in more than 170 states. Indonesia, the United States and every EU member state are party to it. Choosing arbitration is what gives you, the customer, a remedy you can actually enforce against an Indonesian company, and it gives us the same certainty in the other direction.

Singapore is the seat because it is a neutral venue for both of us, its courts are experienced in supervising international arbitration, and SIAC is a recognised institution rather than an ad hoc arrangement. It is not a home advantage for either side.

These are two separate choices and they are frequently conflated, so we separate them.

Governing law is Indonesian law. That is the law that decides what the contract means and whether it was breached.

The seat is Singapore. The seat decides the procedural law of the arbitration and which courts supervise it. It does not change the governing law of the contract.

So: an Indonesian-law contract, a Singapore-seated arbitration, conducted in English, under the SIAC Rules. If your procurement team needs a different governing law, say so before signing rather than after, and it becomes a negotiation about the agreement rather than an argument about this page.

An arbitration clause does not override rights that a law gives a person regardless of what they signed, and we are not going to pretend otherwise.

Consumers in some jurisdictions keep mandatory rights, including in some cases a right to bring a claim in their local courts, that no contract term can remove. Where local law gives a consumer such a right, it stands, and the clause above does not attempt to take it away.

Data-protection complaints are not contract disputes and do not go to arbitration. GDPR applies to us extraterritorially because we offer services to people in the EU, and an individual in the EU keeps the right to lodge a complaint with their national supervisory authority. Indonesia's own Personal Data Protection Law, Law 27 of 2022, applies to us as an Indonesian company and carries its own complaint route. Both remain open regardless of anything on this page.

One current gap, stated rather than hidden. A non-EU company offering services to people in the EU is required under GDPR Article 27 to appoint an EU representative, and that representative is normally a contact point for individuals and supervisory authorities. Ours is not yet appointed. Until it is, write to hello@avrosh.com and we will handle it directly, and we will publish the representative here and on the privacy page once it is in place.

Indonesia has no EU adequacy decision, so transfers of EU personal data to us rest on Standard Contractual Clauses and a transfer impact assessment rather than on adequacy. That is a data-protection matter rather than a dispute matter, but it is the same underlying fact about where this company sits, so it belongs in the same honest paragraph.