Help Center

“Delivery address” means DPay Warehouse address in Denpasar and Dili.

“Handling Fee” refers to all duties and taxes, any additional charges for customs clearance and any other applicable charges. There is a 5% service fee associated with the transaction.

Due to a special promotion, the service fee will be reduced from 5% to 3% for a limited time. After the promotional period ends, the standard 5% service fee will apply. The specific dates for the promotional period will be announced soon.

“GST” refers to goods and services tax, which expression includes any tax, by whatever name called, of a similar nature that may be substituted for it or levied in addition to it. And due to the special care and income tax required for high-value items (smartphone, laptop, camera, gaming consoles, etc) a 10% GST will be applied.

“Admin Fee” is a nominal charge that helps cover the costs of maintaining the app and providing customer support.

“Item” means the actual physical package containing the actual content(s) being shipped or received, as the case may be, by the merchant(s), DPay and you, as applicable.

“Member” means the registered DPay member, whose personal particulars and address are on the DPay mobile app.

“Merchant” refers to any online merchants which ships to a DPay Warehouse in Indonesia, and provides the sale of non-prohibited items. Such as Tokopedia and Shopee.

“Our,” “We” and “Us” refer to DPay.

“DPay” refers to a service provided by L&D Dili Finance Solution, LDA., which includes but is not limited to, the provision of online presentment and/or payment of bills, invoices and renewal of policies on behalf of service providers, shipping and shopping services as well as other services that may be introduced from time to time. This service is accessible at the URL https://dpay.tl/ 

“Service” refers to a service provided by DPay that allows you to shop at any eligible online merchant’s websites, provided such merchant operates in and ships to a DPay warehouse address, and have their items delivered to DPay warehouse collected by you.

“DPay address” refers to the registered office of DPay located in Dili, Timor-Leste.

“You” and “Your” refer to the member using this service.

The title headings are for reference only and do not affect the interpretation of these terms.

The DPay terms and conditions and privacy policy, found at terms-and-conditions and privacy-policy respectively, shall apply to all members and are fully incorporated herein by reference. In the event of conflict or ambiguity between the DPay terms and conditions and privacy policy, these terms and conditions shall prevail.

3.1 You shall promptly confirm and pay any service charges as specified in the DPay office which include but are not limited to the following components:

1. Shipping charges;
2. Duties, tax, surcharge;
3. Holding fees;
4. Any additional shipping charges, should the item not comply with the specified guidelines for delivery in order to process the shipping of the item to you; and
5. Any other charges, if applicable, in order to process the shipping of the item to you.

3.2 You shall promptly pay all duties and taxes, any additional charges for customs clearance and any other applicable charges imposed by any local or government authority of the destination country before the item is delivered to DPay office.

3.3 Only payment via the DPay app or cash payment at DPay office will be accepted.

3.4 We currently only support payment made through Bank Permata Virtual Account. Other payment methods are not accepted at this time.

3.5 To complete your purchase, payment must be made exclusively through DPay. Orders paid for by other methods will not be processed.

3.6 All payment must be made in full. DPay may detain the item for which such payment has not been made in full until the full payment is made. We also reserve the right to dispose the item in any manner we deem fit by these terms and conditions.

3.7 You shall compensate us for the cost of storage of the said item, shipping charges, storage charges, duties and taxes incurred by us, and all claims, damages, fines and expenses incurred if the shipment/item is deemed prohibited, dangerous and/or illegal. We reserve the right to dispose the item in any manner we deem fit, if you fail to make payment of all charges within thirty (60) days of notification to do so.

4.1 DPay app charges will cover handling fee.

4.2 We will have the right to review the shipping charges from time to time and make changes thereof without any prior notice to you.

4.3 You acknowledge that all dutiable items imported to the destination country are subject to customs duty and/or excise duty in accordance with the prevailing local customs duties.

5.1 You shall use the DPay service subject to the following conditions: (a) you agree to abide by and comply with these terms and conditions at all times; (b) you agree to abide by and comply with the privacy policy as a DPay member at all times; (c) you agree to submit a copy of your identification document for verification purposes if requested by us; and (d) you have provided all information we require in connection with your registration, and that accurate and complete information has been provided.

5.2 You shall ensure that items purchased from merchant’s website are not articles prohibited by the country of origin and/or the country of destination.

5.3 You grant us the right to disclose specific information as required by any applicable law, direction of a statutory regulator or stock exchange or pursuant to a court order.

5.4 Upon your purchase of the item at the merchant’s website, you shall indicate as your shipping address, your DPay account number and the DPay address, as may be applicable. You may login to DPay to view the applicable shipping address.

5.5 You acknowledge that incomplete or erroneous information provided by you or your Merchant may result in loss or delay in the delivery of your item to the provided DPay address.

5.6 We reserve the right to dispose of the item in any manner we deem fit without being liable to you, if we are unable to process the item within Sixty (60) days of the shipment being received at the DPay address, for any reason.

5.7 You shall pay directly to the merchant for your purchase at the merchant’s website. This includes the price of your item, handling and local domestic shipping charges and all applicable sales tax.

5.8 You shall be liable to us and indemnify and keep us indemnified at all times from and against all demands, claims, action or proceedings by whomsoever made and against all damages, costs, charges or expenses (including legal costs on an indemnity basis) incurred, suffered or sustained by us in connection with the DPay service performed for you.

We will notify you of the amount you have to pay for shipping charges at DPay office, customs clearance charges, handling fee or other service taxes (if applicable) and any other applicable charges as referred to in clause 3.1. In providing the service, we act as an independent service and we are not an agent of any merchant(s) or act in any other capacity unless otherwise specifically stated.

7.1 It is your responsibility to enquire into and comply with import and export regulations of the origin and destination country.

7.2 You should refer to the website set up by the government authorities of the countries of origin and destination for up-to-date information on customs duties and regulations regarding hazardous material, dangerous goods, prohibited or restricted articles, and any other regulatory issue that may affect the item or shipment.

7.3 You agree that your item or shipment is deemed unacceptable if:

1. No customs declaration is made when required by applicable customs regulations; and/or (b) it is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organisation), any applicable governmental department or authority or other relevant organisation of the country of origin and/or the destination country.

7.4 You shall be liable for any and all loss or damage suffered by us and/or any third party as a result of a breach of this clause.

7.5 You may also check here to view a list of such unacceptable items which are currently notified to us by the relevant authorities. This list may be amended by the relevant authorities from time to time. We are not responsible for the contents of this list and shall not be held liable for any loss or damage which may be suffered or incurred by you as a result of any inaccuracies or omissions thereof.

1. Power banks
2. Lithium Batteries & E-cigarettes
3. Explosive and Flammable Materials
   • An explosive is any chemical compound, mixture or device that may cause an explosive reaction. Common examples of explosive materials; fireworks, ammunition, propane, detonators and blasting caps, etc.
   • Flammable materials are substances that can easily ignite and burn rapidly. They pose a significant fire hazard, especially in confined spaces like aircraft cargo holds. Common examples; gasoline, diesel, fuel, alcohol with high alcohol content, aerosol cans, paint thinners, certain cleaning products, etc.
4. Illegal Drugs and Narcotics
5. Dangerous Weapons or Tools
   • Common examples; firearms and ammunition, sharp objects, blunt instruments, pepper spray and other chemical irritants, and other tools that can be used as weapons.
6. Hazardous Chemicals
   • Hazardous chemicals are substances that can pose a risk to human health and the environment. These substances can be toxic, flammable, corrosive, or explosive. Common examples; acids, oxidizing agents, toxic substances such as pesticides and herbicides.
7. Compressed Gases
   • Compressed gases are substances that exist in a gaseous state under pressure. They can be highly flammable, toxic, or reactive, making them dangerous to transport, especially by air. Common examples; compressed air, fire extinguishers, gas cylinders (e.g. camping – full or empty), oxygen cylinders, ammonia, etc.
8. Biological and Medical Materials
   • Biological and medical materials can pose a risk to public health if not handled and transported properly. These materials can contain infectious substances or biological toxins. Common examples; infectious substances, bacteria, blood and its components, clinical and medical waste, fungi, parasites, human or animal, surgical blades (used), surgical needles (used), syringes (used), viruses, etc.
9. Counterfeit or Illegal Goods
   • Counterfeit and illegal goods are items that are produced or sold without authorization, often violating intellectual property rights or breaking the law. These items can range from luxury goods to dangerous substances. Common examples; Counterfeit luxury goods: This includes fake designer clothing, accessories, and electronics.
   • Pirated software and media: Unauthorized copies of software, movies, and music.
   • Illegal drugs: Controlled substances such as cocaine, heroin, and marijuana.
   • Wildlife products: Items made from endangered species, such as ivory, fur, and exotic woods.
   • Counterfeit currency: Fake money.
10. Oversized items (95 cm x 77 cm)
11. If you’re uncertain about the dimensions or whether your items can be shipped, our customer service team is ready to assist. Contact us with your package details, and we will provide confirmation to ensure a smooth shipping process.
12. Overweight items (maximum of 30 kg)
13. Unpackaged or Inadequately Secured Items
    • These are items that are not properly packaged or secured for shipping, posing a risk of damage, loss, or injury to others. Common examples; fragile items without proper packaging, loose items in a box, items with sharp edges or points.

7.6 You acknowledge that additional charges are applicable for re-direction of the item, made at your request, to another address other than the delivery address provided under your DPay profile.

7.7 You acknowledge that additional charges are applicable for re-direction of the Item, made at your request, or return of the item, if the item is deemed unacceptable for import to the destination country. You will be notified of these additional charges as they become due and payable by you.

You acknowledge and agree that we will immediately discard/destroy any items/products that threaten the well being of warehouse operation once received at our overseas warehouse.

7.8 As we presently do not (and our license does not permit us to do so) store or receive alcoholic products and/or beverages and/or meat produce(include raw meat or animal parts). Notwithstanding anything stated to the contrary in these terms and conditions (in particular clauses 7.6 and 7.7), you further acknowledge and agree that we will not redirect or return such items/products to you (or your shipper) once received at our warehouse. Please also refer to our FAQs for additional information.

8.1 An item will only be delivered to DPay warehouse address or one (1) delivery Address (DPay Office in Dili).

8.2 We shall make a reasonable effort to deliver the item to you within the stipulated time frame indicated on the DPay website upon check-out of your packages. There will be no pick up on Sundays and public holidays. We shall however not be liable (whether in contract, tort or otherwise) for any delay in effecting delivery for whatever reasons.

8.3 We will have the right to refuse delivery or make the item available for self-collection if any amount owing to us is not paid in full.

8.4 You agree that the actual/volumetric weight of your item may vary up to a maximum of 30 kilograms and you will not hold us accountable for these discrepancies.

8.5 An item shall be delivered to the delivery address, but not necessarily to the named member personally.

8.6 An item (regardless of weight) will be shipped only after the item has arrived at the DPay address and after you have made all payments due to us in full accordingly.

8.7 We may, at our sole discretion, perform any of the following activities on behalf of you in order to facilitate the shipping of your item:

1. complete any documents required under applicable laws and regulations; (b) act as your forwarding agent for customs and export control purposes and as a receiver solely for the purpose of designating a customs broker to perform customs clearance and entry; and (c) re-direct the shipment to another address upon request by you.

8.8 We will send an SMS notification to you if we have delivered the package to your valid mobile phone number that has been provided under your DPay profile. You acknowledge and agree that DPay has no obligation to provide such SMS notification and does not warrant that the SMS notification will be uninterrupted, secure or error-free or that the SMS will reach you during or within any stated time frame, if any.

8.9 Self-collection

1. Upon the delivery of the item to the DPay Office, a WhatsApp notification will be sent to you. You agree to collect the item at the DPay Office within the stipulated period stated in the FAQ for package storage, failing which we may dispose of the item in any manner we deem fit without being liable to you and you may be subject to such additional charges as notified by us to you.

8.10 Upon receipt or collection of the shipment or item, you are advised to check that the item has been received in good order.

8.11 You acknowledge and agree that the customs authorities of the destination country has the right to detain any item for whatsoever reason they deem appropriate, and that we are not liable for any consequences of such delay.

8.12 Re-packing (Coming soon)

1. We may, at our sole discretion, re-pack the items before shipping from the DPay address to your local mailing/delivery address or the self-collection point if we consider the items suitable for re-packing, so as to reduce the total shipping charges applicable to such items (Coming soon). (b) in the event of such re-packing, you shall pay us a re-packing fee for each package re-packed. The relevant fees can be found on our website. (c) you acknowledge and agree that any such re-packing of items may render the return, refund or exchange (or any other similar) policy of the merchant for an item invalid, void or cancelled; and we shall not be liable to you for any loss, damage or liability which may be suffered or incurred by you as a result there of.

9.1 There is no delivery to restricted areas.

9.2 There is no delivery to any restricted areas as defined by the country of destination.

10.1 All items imported are subject to customs clearance.

10.2 You acknowledge that the customs authorities will detain dutiable items. You will be informed of the status of the item by a letter of notification from us or from the customs authorities. The item may be released after examination by the customs authorities in the presence of you or your representative and on payment of any charges deemed appropriate by the customs authorities.

10.3 You acknowledge that the import of controlled items in the shipment requires the approval from the relevant customs authority. Items requiring approval from relevant customs authority will be detained by the said customs authority. You will be notified about the procurement of an import licence from the customs authority concerned. Upon presentation of the licence and payment of any charges to the relevant customs authority, the item may be released.

10.4 When using the service for shipments from the other country, for any shipment or item with a value above USD2500 (two thousand and five hundred United States Dollars), please fill up the shipper’s export declaration (SED) form. Click here for the sample form. Please ensure that all information is correctly entered to ensure smooth delivery of the item from the other country to Dili. Kindly print out the SED form and send the duly completed form to DPay.

11.1 If you fail or refuse to (i) accept delivery; (ii) pay for delivery; or (iii) collect the item, or the shipment or item is deemed unacceptable for any reason, we may at our sole discretion:

1. where appropriate, contact you to discuss and agree on an appropriate action to take; (b) use reasonable efforts to return the item to merchant at your cost; or (c) dispose the item in any manner we deem fit without being liable to you.

11.2 Subject to clause 11.1(a), if a re-direction is required, additional charges are applicable for such re-direction

12.1 As we only provide for your item to be shipped from the DPay Indonesia address to DPay Office in Dili. We shall not in any way be involved or concerned with any claim for refund, return, rebate or exchange of any item in the shipment. For all such items, you will need to liaise and deal directly with the merchant in respect of any refund, return, exchange, rebate, and money-back guarantee policy and/or procedure. All refunds, returns, exchanges, rebates, money-back guarantee policies and/or procedures will be in accordance with the merchant’s policies and procedures.

12.2 For the return of items, you will need to provide your own arrangements to send the item back to the merchant, and at your own cost.

12.3 In the case of an exchange, you will provide your own arrangements to send the item back to the merchant, and pay for the subsequent charges in order to have the item returned to the delivery address.

In the case of a return of the item to a merchant, while the item is still in the DPay Indonesia address as confirmed by us to you in writing, you can arrange with us for the return of the item to the merchant. This return will be subject to a service charge and domestic delivery cost. If however, the merchant provides you with free domestic return, you must provide us with a return sticker and the relevant instructions to do so in the same exchange instructing us to return the item to the merchant. Notwithstanding any free domestic returns as provided by the merchant, you will be responsible for all service charges as may be notified by DPay.

We may, at our sole discretion, but are not be obliged to, open and inspect for any reason any item in the shipment.

14.1 We shall not be liable for all indirect, ancillary or consequential loss or damage, including but not limited to the loss of profits, business and anticipated savings, even if the risk of such loss or damage was brought to our attention before or after acceptance of the shipment, including but not limited to our failure to perform any of our obligations hereunder as a result of circumstances outside our control including but not limited to the outbreak of war, any governmental act, explosion, accident, civil commotion, riot, industrial dispute, strike, lockout, stoppages or restraint of labour from whatever cause whether partial or general, weather conditions, traffic congestion, mechanical breakdown, obstruction of any mode of transport or other force majeure, including fire, flood or any acts of God.

14.2 On the condition that we are satisfied that your claim of loss or damage to the shipment or item or contents thereof is justified, our liability for loss of or damage to your item or its contents thereof shall be limited to the following sums:

1. The damage claim process will be handled by the insurance company.
2. Customers are required to record a video unboxing for electronic devices and fragile items.

14.3 Claims are limited to one claim per item, settlement of which will be full and final settlement for all loss or damage in connection therewith. All such claims must be made within thirty (30) days from the date of payment. We will review the validity of the claim. We reserve the right to reject any claim(s) if they are not made by you within the stipulated time.

14.4 For the avoidance of doubt, all payments made by us for the purpose of any claims of loss or damage including without limitation in accordance with this clause 14, shall be in the form of in store credit, which members can use for the purpose of future use of the services. You agree that this DPay in store credit is an acceptable as full and final settlement for all claims brought by you.

We shall not in any case be liable for any loss, damage and delay of shipment arising from:

15.1 Any defect in any item in the shipment, whether or not known to us at any time before delivery to you;

15.2 Incomplete, insufficient, or erroneous entry of the DPay address by you at the merchant’s website;

15.3 Failure by the merchant to make delivery within a reasonable time to the relevant DPay address;

15.4 Failure by any party or the merchant to provide complete and sufficient information on your shipment item to DPay or make an accurate declaration for customs clearance, regulatory and delivery purposes;

15.5 Insufficient or improper packing or addressing information of any item in the shipment by your merchant;

15.6 Improper packing of any item in the shipment after having been opened by us for verification whether at the request of any customs authority or other governmental agencies;

15.7 insufficient or improper packing of any item in the shipment after having been re-packed by us (whether at your request or not);

15.8 Any alleged delivery from the merchant to the DPay address provided by you, where there is no proof of delivery furnished by the merchant or their delivery agent and where the receipt of the item is not signed and acknowledged at the DPay address;

15.9 Any loss of confidentiality in communications arising during the shipping;

15.10 Electrical or magnetic damage to, or erasure of electronic or photographic images or recordings;

15.11 The hazardous, fragile or brittle nature or the mechanical derangement of any item in the shipment; or

15.12 Failure by you to take delivery of or collect the shipment after being notified to do so.

You shall indemnify and keep us indemnified at all times from and against all demands, claims, actions, proceedings, costs, charges and expenses including but not limited to customs charges and other regulatory penalties, storage charges, retrieval and administrative costs, duties and taxes (including reasonable costs) incurred, suffered or sustained by us in connection with the DPay service performed for you, and pay us damages, costs and interest in connection with such demand, claim, action, suit or proceeding.

17.1 Any notices, demands or any other correspondences whatsoever shall be deemed to be communicated to you if the same is sent by email to the address provided under your DPay profile, or such other address as informed to us in writing prior to the dispatching of any notices, demands or any other correspondence whatsoever. All notices or correspondence from you to us must be in writing and sent to us at the address or email specified in this clause.

17.2 All claims for loss or damage must be made within three (3) days from the date of delivery, failing which we shall have no liability whatsoever. Such claims must be made in writing, accompanied by the original copy of the consignment note, any supporting documents, relevant invoices or receipts for that item and should be submitted to:

DPay Office Timor Plaza CBD 3, Timor Plaza, Dili Dili Municipality, East Timor Timor-Leste 993659

Alternatively, you may contact us at

Telephone number: +670 7676 8899/+62 8221 1281 717  or email: contact@dpay.tl

Operating Hours are as follows:
Monday – Friday: 08.30 – 17.00
Saturday, Sunday, & Public Holiday: 09.00 - 13.00

18.1 These terms and conditions, the DPay service, the information on this website and use of all related facilities are provided on an “as is”, “as available” basis without any warranties whether express or implied.

18.2 To the fullest extent permitted by applicable law, we disclaim all representations and warranties relating to the DPay website and its contents, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or course of dealing or usage of trade. Further, we do not make any representation or warranty in respect of the accuracy, completeness, availability and suitability of the DPay website and its contents, or any other representation or warranty.

18.3 While we may use reasonable efforts to include accurate and up-to-date information on this website, we make no warranties or representations as to its accuracy, timeliness or completeness.

18.4 We shall not be liable for any direct, indirect, incidental, special, consequential or punitive damages (including but not limited to damages for loss of business, profits or anticipated savings, even if we have been advised of the possibility of such damages), howsoever caused, resulting from or in connection with (I) your access to, use of or inability to use DPay or this website; (II) reliance on information on this website, or any delay, inaccuracy in the information or in its transmission; and (III) any delay or failure to deliver the item or make it available for self-collection.

18.5 The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer that cannot be excluded or limited are affected.

18.6 We give no warranty as to the genuineness or authenticity of any item purchased from any merchant’s website(s).

19.1 We reserve the right to terminate or suspend this service at any time without assigning any reason.

19.2 Without prejudice to the generality of the foregoing, we reserve the right to terminate or suspend your use of the DPay service if:

1. there is abuse or misuse of the service by you; or (b) we are of the reasonable opinion that you have breached any of the terms and conditions herein contained.

19.3 We shall not be liable to you or to any other party for any damages, losses, cost or expenses howsoever caused by or arising out of such termination or suspension.

We have the right to assign or transfer or sub-contract all or part of our rights or obligations hereunder at our discretion.

We reserve the right to modify these terms and conditions from time to time without notice. The revised terms and conditions will be posted on this website and shall take effect from the date of such posting. We assume no liability or responsibility for any errors or omissions in the content of these terms and conditions.

23.1 We may be accessed from all countries around the world where the local technology permits. As each country has differing laws, by accessing this website both we and you agree that the laws of Dili, Timor-Leste, without regard to the conflict of laws principles thereof, will apply to all matters relating to these terms and conditions.

23.2 We and you accept and agree to submit to the exclusive jurisdiction of the courts of Dili, Timor-Leste in respect of any dispute or difference arising out of and/or in connection with these terms and conditions.

24.1 A minimum balance of $3 is required to maintain this account.

24.2 If you have not used the app for 3 months, your account will be marked as inactive. To reactivate your account, simply log in and OTP code will be sent to your registered email or mobile number.

24.1 DPay Withdrawal allows you to withdraw DPay balance directly by visiting DPay office in Dili. The process is simple, secure, and handled by our friendly staff to ensure a smooth experience. Please note that a USD 0.50 administration fee will be charged for each withdrawal