TERMS AND CONDITIONS OF
THE USE OF LIVIN’ MERCHANT APPLICATION 

DEFINITION

• Livin' Merchant Application, hereinafter referred to as the Application, is an application owned by the Bank that can facilitate Merchants to conduct their business activities as specified in these Terms and Conditions.
• Bank is PT Bank Mandiri (Persero) Tbk which is the owner of the Application and authorized to process transactions.
• Electronic Data Capture Service (EDC) is a product payment acceptance service through EDC using credit cards, debit cards, prepaid cards or server-based Electronic Money.
• Merchant is an individual who carries out goods and/or services sales activities both online and offline and has been approved by the Bank as a working partner and is entitled to receive Transaction payments based on the method determined by the Bank.
• Merchant Discount Rate (MDR) is a certain percentage or value of each Transaction charged to a Merchant under an agreement between the Merchant and the Bank, which will be deducted at the time of Transaction disbursement.
• MTI is PT Mitra Transaksi Indonesia which provides Point of Sales (POS) capabilities and other facilities that are integrated with the Application.
• OTP (One Time Password) is a number code sent via SMS to the Merchant's registered mobile phone number used for verification.
• Employee is an individual who has a working relationship with the Merchant and/or is appointed by the Merchant based on a power of attorney to carry out the Merchant's business activities, either as Managers or cashiers.
• Buyer is an individual who makes a Transactions for the purchase of goods and/or services provided by the Merchant.
• Expedition Service Provider is a party that provides goods delivery services from the Merchant to the Buyer.
• Quick Response Code Indonesian Standard (QRIS) is a standard Quick Response (QR) Code of payments set by Bank Indonesia to be used to facilitate payment transactions using QR Code media in Indonesia.
• Account is a Bank account under the name of the Merchant which is used for the purpose of disbursing funds resulting from Transactions.
• Transactions are payment activities carried out using QRIS, Bank debit cards, and/or Electronic Money.
• Offline Transaction is a payment activity carried out face to face.
• Online Transactions is a payment activity carried out via online means.
• Cash is payment with banknotes and/or coins denominated in rupiah.
• Electronic Money is a payment instrument issued on the basis of the value of money that is deposited in advance with the issuer and the value is stored in electronic media.

PROCEDURE TO USE THE APPLICATION
A. Onboarding

• General
  • The Application can be accessed by using a smartphone and/or a tablet with Android OS.
  • Merchants who register for an account on the Application is required to have:
    1) Electronic Identity Card (e-KTP) that has been registered in the Bank’s system.
    2) An active account at the Bank under the Merchant's name with types of Premium Savings (Tabungan Premium), NOW Savings (Tabungan NOW), IDR Business Savings (Tabungan Bisnis IDR), Mandiri Savings (Tabungan Mandiri), Business Partner Savings (Tabungan Mitra Usaha), Online Savings (Tabungan Online), Payroll Savings (Tabungan Payroll), and/or Micro Savings (Tabungan Mikro)
  • Merchants can register more than one business by using different Accounts and mobile phone numbers for each business.
  • Merchants who register are required to conduct a face verification process.
  • Merchants agree that all data contained in the registration process will be verified by the Bank through authorized institutions.
• Mobile phone number, One Time Password (OTP) code, and password
  • Merchants use an active mobile phone number registered with the Bank as the Merchant's username identity.
  • The Bank will send an OTP code via SMS to the registered mobile phone number for verification.
  • Merchant creates an alphanumeric password that is used to access the Application account.
  • Password and OTP are confidential codes. Merchants are required to maintain the confidentiality of the OTP code and password, including not informing other people including family members, closest people, and parties claiming to be Bank employees.
  • In the event that the mobile phone number, OTP code and password are submitted by the Merchant to other parties including Employees in terms of business management, the Merchant is fully responsible for all the consequences of the handover.
  • If the mobile phone and/or SIM card is lost/stolen/duplicated/transferred to another party, this must be informed to us via HiYokke call center 14021, e-mail hiyokke@yokke.co.id, or WhatsApp to 08114014021.
• Registration
  • Merchants can register their businesses on the Application, both businesses that are already registered and/or businesses that have not been registered as Merchants at the Bank.
  • Merchants must have license for their business activities and not carry out business activities as in the following list:
    1) Real estate agent;
    2) Antique shop;
    3) Electronic store;
    4) Endangered exotic animal and/or parts;
    5) Virtual/cryptocurrency;
    6) Cashing;
    7) Telecommunication equipment;
    8) Jewelry store;
    9) Gambling;
    10) Non-physical products, including tickets, vouchers, digital credit;
    11) Porn site/adult shop;
    12) Gun shop;
    13) Copyrights goods;
    14) Other business activities that are prohibited by applicable laws and regulations in Indonesia.
  • The entire series of registration processes must be completed by a Merchant within 7 (seven) calendar days from the start of the password creation initiation process on the Application. If within the specified time the registration process has not been completed by the Merchant, the registration process will be canceled automatically and the agreement as agreed in these Terms and Conditions will terminate.

B. Business Management

Merchant may grant access to designated Employees to use the Application and grant the Employees the rights to take necessary actions in connection with the use of the Application as determined by these Terms and Conditions. The following are business management activities that may be carried out by a Merchant:

• Addition of Products
  • Merchants can add an Employee with one access category, namely as Manager or Cashier by registering the Employee's name, mobile phone number and e-mail on the Application.
  • The Merchant agrees that by adding an Employee to use the Application, the Merchant authorizes the Employee to be able to carry out activities according to the access category provided either as a Manager or a Cashier.
• Addition of Product catalogue
  • Addition of Products
    Merchant can add products, record stock, upload product photos, and categorize the products based on the provided categories.
  • Inclusion of goods and/or services prices
    Product prices and payments are determined in Rupiah currency and take into account applicable tax provisions. The minimum unit price for a product that may be offered is IDR100.00 (one hundred rupiah) and the maximum unit price for a product is IDR99,999,999.00 (ninety-nine million nine hundred ninety-nine thousand nine hundred ninety-nine rupiah). Resolving problems of errors/negligence in the inclusion of the goods and/or services price is a legal relationship between the Merchant and the Buyer, so that the Merchant is obliged to resolve the problem with the Buyer.
• Application Account Types and benefits are:
  • Standard Account
    When Merchants register a Merchant account in the Application, they will get a Standard Account with Point of Sales (POS) features, acceptance of Offline Transaction (QRIS, Cash, EDC Services and transfer payment methods) and Transaction reports. EDC service is only for Merchants who have EDC cooperation with the Bank. The benefit provided is that the maximum daily disbursement limit of IDR10,000,000.00 (ten million Rupiah) per payment method.
  • Business Account
    Application Services with the Business Account type have Standard Account features, accepting Online Transactions (Electronic Money payment method), and online sales sites. Business Accounts have a maximum daily disbursement limit benefit of IDR10,000,000.00 (ten million Rupiah) per payment method.
  • Ultimate Account
    Application services with the Ultimate Account type have Business Account feature with additional services for Online Transactions (Bank debit cards). The Ultimate Account has the benefit of an unlimited daily limit for fund disbursement.

C. Transaction

• In the process of accepting Online Transactions and Offline Transactions, a Merchant is required to:
  • Accept payments from Buyers without setting a minimum nominal limit and provide the best possible service to Buyers.
  • Guarantee not to impose any additional fees to the Buyers in any form that is prohibited by the applicable regulations.
  • Provide clear and precise instructions to Buyers.
  • Accept Online Transaction payments from Buyers using Bank debit cards, Electronic Money (including OVO, LinkAja, ShopeePay, Gopay, Dana), and/or other methods available at a later date.
  • Accept payments for Offline Transactions by Buyers using transfers, QRIS, EDC Services and/or other methods available at a later date.
• Merchant Discount Rate (MDR)
  For the use of the Application, the Merchant will be charged with Merchant Discount Rate (MDR). MDR for each payment method:
  • QRIS is 0.3% or 0.7% x nominal amount of Transaction (based on type of business in accordance with applicable regulations).
  • Electronic Money is 2.5% x nominal amount of Transaction.
  • Bank debit card is 2% x nominal amount of Transaction.
• Merchants are required to report to the Bank if it finds any Transactions that are considered high risk and abnormal; and/or transaction failure increase anomaly.
• Taxes and Service
  The Application has a Tax and Fee feature so that the Merchants can calculate Taxes and Fees which will then accumulate in the total price paid by the Buyer. Tax and Fee Feature include:
  • Tax
    Tax is a mandatory contribution to the state by individuals or entities that are compelling in nature whose amount is determined based on applicable laws. The Tax feature may calculate the value that must be paid by the Buyer after adding the applicable tax rate.
  • Service Fee
    Service Fee is a fee charged by the Merchant to the Buyer for Product purchase services. Service Fee can calculate the value that must be paid by a Buyer after adding the Service Fee
  • Other Additional Fees
    Merchant may add other fees that will be charged to the Transaction. The number of other fees that can be added is a maximum of 7 types of fees.

D. Product Delivery

Merchant agrees to deliver products through the Expedition Service Provider selected by the Buyer on the website (Merchant online) and does not make changes to the Expedition Service Provider selected by the Buyer without the Buyer's consent. The provisions for the product delivery process are the authority of the Expedition Service Provider, if there are problems with the delivery process, the Merchant can contact the Expedition Service Provider.
 

E. Cancellation, Return and Exchange of Products

• Product Cancellation via Application
  • Cancellation of a Product order may be made by the Merchant before the product is sent to the Buyer at the Buyer's request or in accordance with the Merchant's policy.
  • Cancellation of a Product order is accompanied by a refund of the total price paid by the Buyer minus MDR.
  • If there is a cancellation via the Application, the canceled Transaction funds will not be automatically returned to the Buyer. The canceled Transaction Funds will still be disbursed to the Merchant’s Account. In the future, this will be resolved between the Merchant and the Buyer according to the Merchant's policy.
• Product Returns or Exchanges
  • Product returns or exchanges are made by the Buyer subject to the Merchant’s applicable policies.
  • Product return and/or exchange procedures are carried out outside the Application based on the Merchant's agreement with the Buyer which is the sole responsibility of the Merchant and the Buyer.

F. Disbursement of Funds Resulting from Transaction

• The Merchant hereby authorizes the Bank to deduct MDR for Transactions.
• The Bank will disburse Transaction funds to the Merchant’s Account after deducting MDR on the predetermined day as stated below.
• Information regarding the nominal amount of Transaction funds that have been disbursed to the Merchant’s Account will be listed in the report with provisions for disbursement limits according to the account type.
• The Bank will disburse the Transaction at the disbursement time:
  • QRIS: 3 times a day on the same day at 08:00., 16.00. and 20:00 (Western Indonesia Time).
  • Electronic Money and Bank debit cards: one business day after the order is sent by the Merchant with a time frame from 14:00 to 17:00 WIB.
• The remaining funds that have not been disbursed at the above time because they have exceeded the account disbursement limit, will be disbursed at the next disbursement time according to the Bank's analysis.
• The Bank may conduct verification before disbursing the Transactions to the Merchant.
• The Merchant accepts and understands that there may be a delay in the disbursement of Transaction proceeds. In the event of a delay, the Bank will inform the Merchant at the first opportunity via e-mail registered in the Application.
• The Bank may make corrections to the disbursement of funds resulting from the Transaction that have been credited to the Merchant's Account by informing the Merchant no later than 48 hours after the correction is made.
• The Merchant hereby agrees that in the event of data discrepancies, the Bank data will be used, unless the Merchant may prove otherwise no later than 7 (seven) calendar days from the date of disbursement of funds resulting from the Transaction.

G. Transaction History

Merchants and Managers can view Transaction reports on the Application and Merchants will receive a Merchant Statement Report (MSR) via business e-mail 1 (one) calendar day from the disbursement of the Transaction to the Merchant's account.
 

H. Monitoring and Surveillance of Transactions and Application

• If the Bank suspects that a Transaction is a fraud, a fictitious Transaction, engineered, there is an impropriety regarding the value, amount, pattern and/or other matters related to the Transaction, prohibited by applicable laws and regulations, and/or not in accordance with these Terms and Conditions, for the purposes of Transaction checking and/or performance of this Application, the Bank is entitled without prior notification to:
  • Block the Merchant’s Account;
  • Withhold or delay the disbursement of Transactions to the Merchant;
  • Cut or collect back the bills that have been paid to the Merchant;
  • Temporarily or permanently stop the Application services to the Merchant;
  • At any time terminate the cooperation with the Merchant; and/or
  • Other actions deemed necessary by the Bank to check Transactions and/or the Application.
• If based on the Bank's supervision it is known that the Merchant is complained about by the Buyer and/or canceling product orders regularly, the Bank may close the website and/or the Application account owned by the Merchant.

I. Account Closure

Account closure may be carried out by the Merchant or the Bank, on the following terms:

• Merchant
  In the event that the Merchant closes the Account, the Application account cannot be used.
• Bank
  • Closure of Application account by the Bank in the event of:
    1) Merchant closes the Account registered as an Application account;
    2) Does not fulfill the provisions of the applicable laws and regulations;
    3) Does not fulfill these Terms and Conditions related to the sale of goods and/or services in the Application; and/or
    4) Based on the request of an authorized agency.
  • If there are rights and/or obligations that have existed before the account closure or the end of this Application but have not been fulfilled by the Bank, MTI, and/or the Merchant, these rights and/or obligations still exist until the parties fulfill their rights and/or obligations.
     

J. Complaint Resolution

• Complaints to MTI regarding Transactions, Applications, or Merchant data via call center 14021, e-mail hiyokke@yokke.co.id, or WhatsApp to 08114014021.
• Complaints to the Bank related to accounts through branch offices and/or call center 14000.
• The Bank and/or MTI has the right to request and be provided with valid information and/or supporting documents to follow up on the complaint in question.
   

MISCELLANEOUS

• The Bank has the right to change these Terms and Conditions at any time, if necessary. Any changes will be notified to Merchant within 30 (thirty) business days before the change become effective, or in accordance with the time period stipulated by the applicable laws and regulations. Merchant reserves the right to stop the use of Application if it does not agree with the changes made by the Bank to the benefits, fees, or these Terms and Conditions.
• Other matters related to the Application including but not limited to the instructions provided by the Merchant and the privacy policy on the Application are subject to the Application Terms and Conditions.