Terms of Service

Effective date: 15 February 2026

Welcome to RELOAD Sanctuary. These Terms of Service ("Terms") govern your access to and use of the RELOAD mobile application and web platform (the "Service") operated by PT Pelangi Bahagia Indonesia ("RELOAD", "we", "our", "us"). By creating an account, placing an order, or using any feature of the Service, you agree to be bound by these Terms. If you do not agree, please do not use the Service.

1. Acceptance & Eligibility

•You must be at least 18 years old and able to form a legally binding contract under Indonesian law to use the Service.
•By using the Service you confirm that all information you provide is accurate, current and complete.
•You are responsible for safeguarding your account credentials and for all activity that occurs under your account.
•We may refuse, suspend or terminate access to the Service at our sole discretion if these Terms are breached.

2. Food & Beverage Orders (Restaurant)

•Orders are processed via our partner ESB POS and are subject to availability of items and operating hours of RELOAD Sanctuary Wellness Club (DCSC).
•Prices, taxes (PB1 10%) and service charges (7%) are displayed at checkout in Indonesian Rupiah (IDR) and may change without prior notice.
•An order is considered confirmed only after payment is successfully processed and a confirmation is displayed in the app.
•Dine-in, take-away and delivery options are subject to specific lead times indicated at checkout.
•Allergies, dietary restrictions and special requests are best-effort accommodations and not legally guaranteed; you are responsible for declaring any allergy.
•Once an order has been sent to the kitchen, it cannot be cancelled or modified by the customer.

3. Gym Memberships, Passes & Class Bookings

•Gym products (memberships, day passes, class packs) are managed via GymMaster on behalf of RELOAD Sanctuary Gym (RLSC).
•Each membership has its own duration, scope and cancellation policy displayed at the point of purchase. By completing a purchase you accept the specific membership terms.
•Class bookings are subject to availability. Late cancellations or no-shows may incur the penalties published in your member portal.
•You agree to follow the gym safety rules, instructor guidance and venue regulations at all times. RELOAD may refuse access in case of misuse.
•Memberships are personal and non-transferable. Sharing access credentials is strictly forbidden.

4. Payments, Taxes & Receipts

•Payments are processed by certified third-party providers (QRIS, Credit Card, BCA VA, BRI VA, GoPay, Kredivo and Stripe). RELOAD does not store your full card numbers.
•All prices include applicable Indonesian taxes (PB1 10%) and, for restaurant orders, a 7% service charge unless otherwise stated.
•A digital receipt is sent by email after payment. Paper receipts are available upon request at the venue.
•In case of double-charge or technical failure, contact us within 7 days at support@reloadsanctuary.com with your transaction ID for investigation.
•Foreign-currency conversions are performed by your card issuer. Any exchange-rate fees are not borne by RELOAD.

5. Refunds & Cancellations

•Restaurant orders: prepared items cannot be refunded once the kitchen has started preparation. Quality issues must be reported on-site or within 24 hours via the in-app feedback feature.
•Memberships: cancellation rules are specified for each product at the time of purchase. Pro-rata refunds may apply depending on the membership type.
•Class bookings: free cancellation up to the cut-off time displayed in the app; late cancellations or no-shows may be charged.
•Approved refunds are processed via the original payment method within 14 business days.
•Promotional credits, vouchers and complimentary items are non-refundable and cannot be exchanged for cash.

6. Acceptable Use

•You agree not to use the Service for any unlawful purpose, harassment, fraud, or to circumvent payment, security or rate-limit mechanisms.
•Reverse engineering, scraping, automated access, denial-of-service attempts and reselling RELOAD products are strictly prohibited.
•You will not upload content that is offensive, infringing, or violates the rights of third parties (including in feedback or chat features).
•We reserve the right to remove content and to terminate accounts that violate these rules without prior notice.

7. Intellectual Property

•The Service, including its design, logos, trademarks, source code, content, photographs and menu items, is owned by PT Pelangi Bahagia Indonesia or its licensors and is protected by Indonesian and international intellectual property laws.
•You are granted a limited, personal, non-exclusive and non-transferable license to use the Service for ordering products and managing your membership.
•Any feedback you submit may be used by RELOAD to improve the Service without obligation of compensation.

8. Disclaimers & Limitation of Liability

•The Service is provided "as is" and "as available". To the maximum extent permitted by law, RELOAD disclaims all warranties (merchantability, fitness for a particular purpose, non-infringement).
•RELOAD is not liable for indirect, incidental, special or consequential damages arising from the use of the Service, including loss of data, profit or business opportunity.
•In any case, RELOAD's aggregate liability for direct damages is limited to the total amount paid by you to RELOAD during the 6 months preceding the event giving rise to the claim.
•Nothing in these Terms excludes liability that cannot be excluded under Indonesian law (including consumer protection rights).

9. Suspension & Termination

•You may close your account at any time from the in-app settings or by emailing support@reloadsanctuary.com.
•We may suspend or terminate your account immediately if you breach these Terms, attempt to defraud RELOAD or our partners, or for legal/regulatory reasons.
•Upon termination, the rights granted to you cease, but obligations incurred (e.g. unpaid balances, indemnities) survive.
•Order history may be retained for the duration required by Indonesian tax law (currently 7 years).

10. Governing Law & Disputes

•These Terms are governed by the laws of the Republic of Indonesia, without regard to conflict-of-law principles.
•Any dispute arising out of or in connection with the Service shall be settled amicably first; failing that, exclusive jurisdiction is granted to the District Court of South Jakarta (Pengadilan Negeri Jakarta Selatan).
•Consumers may also rely on mandatory protections under Indonesian Consumer Protection Law No. 8/1999.

11. Changes to These Terms

•We may update these Terms from time to time. Updates will be posted on this page with a revised effective date.
•Material changes will be notified via push notification or email at least 14 days before they take effect.
•Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

12. Contact

•Operator: PT Pelangi Bahagia Indonesia
•Registered office: Jl. Suryo No. 32-34, Rawa Barat, Kebayoran Baru, Jakarta Selatan, DKI Jakarta 12180, Indonesia
•Operating location (RELOAD Sanctuary): Jl. Canggu Padang Linjong No. 4, Canggu, Kuta Utara, Badung, Bali, Indonesia
•Tax ID (NPWP): 39.365.769.7-012.000 · Business Reg. (NIB): 2106230141206
•Customer support: support@reloadsanctuary.com