Cloudhomes Terms &amp Conditions

Effective date: 20 April 2025
Last updated: 4 August 2026

The CloudHomes service (“Platform”, “Service”, “We”, “Us”) is operated under PT Pasifik Sukses Gemilang, the holding company of CloudHomes. All payments made through the Platform are processed and received by PT Pasifik Hoki Indonesia as the merchant/payment recipient. By accessing, registering for, or using the Service, you (“User”, “You”) acknowledge that you have read, understood, and agreed to all of these Terms & Conditions.

If you do not agree to some or all of these terms, please do not use the Service.

Company Identity

PT Pasifik Sukses Gemilang and PT Pasifik Hoki Indonesia are together referred to as “the Company” or “We”/”Us”. The name shown on your payment receipt, invoice, and/or bank statement is PT Pasifik Hoki Indonesia and/or CloudHomes.

1. Definitions

2. User Account

  1. For certain features, you must create an account with true, accurate, and up-to-date information.
  2. You are responsible for keeping your account credentials (password, OTP) confidential and for all activity occurring on your account.
  3. Registration and login may be done via password, OTP (WhatsApp/SMS), or a third-party account (e.g. Google/SSO). You are responsible for the security of the login method you use.
  4. We reserve the right to suspend or close accounts indicating a breach of the terms, fraud, or misuse of the Service.

3. Identity Verification

  1. For rental, security, and legal compliance purposes, you may be asked to provide identity data (e.g. national ID/other official identity, photo, identity number) as well as an emergency contact.
  2. Identity data is used for guest verification, issuing access (e.g. door/doorlock PIN), and booking operational needs.
  3. The handling of personal data is subject to our Privacy Policy.

4. Booking & Payment

  1. Prices, availability, and rental duration (daily/monthly/annual) are shown at the time of booking and may change at any time before the booking is confirmed.
  2. A booking is deemed valid once payment is received and the status changes to PAID, except for certain booking flows (e.g. Booking Request) that require additional confirmation.
  3. All payments for bookings made through the Platform are billed and received by PT Pasifik Hoki Indonesia as the merchant/payment recipient of CloudHomes. Payment receipts are issued in the name of PT Pasifik Hoki Indonesia.
  4. Payments are processed through a licensed Payment Service Provider (e.g. the Xendit payment gateway) acting for and on behalf of PT Pasifik Hoki Indonesia, using the methods available on the Platform (e.g. credit card, virtual account, and others). You are also subject to the terms & conditions of the relevant payment service provider.
  5. A payment is only valid if made through the official payment channels displayed on the Platform. We are not responsible for payments transferred to personal accounts or to any party outside those official channels.
  6. You are responsible for ensuring the booking details (dates, unit, number of guests, guest data) are correct before completing payment.

5. Cancellation & Refund

  1. Booking cancellation is subject to the cancellation policy applicable to each unit/property at the time the booking is made.
  2. Refunds are processed via manual transfer, both for payments made using a credit card and other payment methods. Refunds are not automatically returned to the original payment source.
  3. Because all payments are received by PT Pasifik Hoki Indonesia, refunds are likewise paid out by PT Pasifik Hoki Indonesia to a bank account held in the name of the relevant booker/payer.
  4. To submit or inquire about a refund process, contact us via WhatsApp: +62 811-1623-222.
  5. For bookings that are already PAID, cancellation by the User is done through the cancellation request mechanism, which is then verified and processed by the agent/manager.
  6. The refund amount (full/partial/none) follows the relevant unit’s cancellation policy, the cancellation deadline, and any applicable fee deductions. The refund transfer is carried out within a reasonable period after the submission is approved.
  7. Third-party administrative fees (e.g. payment gateway fees) that have already been incurred may reduce the refund amount in accordance with applicable terms.
  8. Full provisions on the submission flow, non-refundable components, and processing time are set out in the Refund Policy, which is an integral part of these Terms & Conditions.

6. User Obligations & Prohibitions

Users must:

Users are prohibited from:

7. Company Rights & Responsibilities

  1. We provide the Platform “as is” and endeavor to maintain the availability and security of the Service.
  2. We may carry out maintenance, updates, or feature changes at any time.
  3. We are not responsible for indirect losses arising from disruptions to third-party services (payment providers, networks, doorlock devices, etc.) beyond Our reasonable control.
  4. Disputes arising between a User and the Owner/Agent regarding the physical condition of a unit are the responsibility of those parties, with the Platform acting as a facilitator.
  5. All matters relating to billing, receipt of funds, issuance of payment receipts, and refunds are the responsibility of PT Pasifik Hoki Indonesia as the merchant/payment recipient, and are handled through the official channels in Section 12.

8. Limitation of Liability

To the extent permitted by applicable law, the Company’s liability for any claim arising from use of the Service is limited to no more than the value of the relevant booking transaction.

9. Intellectual Property

All trademarks, logos, software, and content on the Platform are the property of PT Pasifik Sukses Gemilang or its licensors, and are protected by law. Copying, modifying, or distributing them without written permission is prohibited.

10. Changes to the Terms & Conditions

We may update these Terms & Conditions from time to time. Changes take effect once published on the Platform. Continued use of the Service after a change means you agree to the latest version.

11. Governing Law & Dispute Resolution

These Terms & Conditions are governed by the laws of the Republic of Indonesia. Any dispute will be resolved amicably; if not reached, it will be settled through the legal channels applicable in Indonesia.

12. Contact

Platform operator (holding company)
PT Pasifik Sukses Gemilang
Gold Coast Office, Liberty Tower 20th Floor Unit B, PIK
North Jakarta City, Special Capital Region of Jakarta, 14470 — Indonesia

Merchant/payment recipient
PT Pasifik Hoki Indonesia
All questions regarding invoices, payments, payment receipts, and refunds are handled through the official channels below.

Official CloudHomes channels
Email: [email protected]
WhatsApp (customer service & refund): +62 811-1623-222