FAQs — Most Frequent Questions And Answers

Our online booking service, powered by BERES Mocha, lets you reserve your slot and agree an exchange rate in advance. Simply fill in your profile, choose your currency and amount, and visit any of our 9 branches across Bali to complete the exchange and collect your cash. No online payment is required.

No, there is no service charge. Your booking simply reserves your slot — payment is made in cash at the branch counter when you visit.

Cash only. Payment is made in cash at the branch counter when you visit to complete your exchange. No online payment, pre-payment, or card payment is required — your booking simply reserves your slot.

There is a minimum limit, which is currently 5000 Indonesian Rupiah.

The collection is normally the same day as making a booking, but you may be able to extend this at your convenience by arranging and confirming this with the branch you have booked with. We recommend using the messaging facility which is available during the booking process as this will give you a record of the extension requested and granted.

Yes. You can both buy and sell foreign currency notes through the booking service, though a particular branch may not support both of these exchange services.

While your order is pending approval, you can communicate your special requirements with us using the built-in instant messaging feature. Do note that although we make every effort to meet denomination requests, it is not always possible, and therefore, we cannot guarantee your request. Should we be unable to provide you with exactly what you have requested, we will do our utmost to ensure it is as close to your request as possible.

Yes. You will receive notification via email once you have made your order and the order has been accepted by the branch.

We are required to conduct customer due diligence for larger orders of IDR, in accordance with Central Bank of Indonesia's Anti-Money Laundering and Counter Financing of Terrorism Guideline. Hence, while ordering online, you may be requested to provide the following information: Full name as stated in your official Identification Document (ID) e.g. IC, KTP or Passport.

If you place an order after store close time, the status of your will be set as Pending Approval until the next day when our team can process your order.

The collector stated in the collector's details during ordering, must collect the physical notes at the selected branches. No third party collection is allowed. Should the details of the collector vary from the details in the system, we have the right to seek alternative documents or proceed to cancel the transaction at our discretion.

Please show the booking confirmation email that contains your order details and Booking Number, together with your identification document. Both must match the collector's details captured during order placement. Customer verification will be performed at the branch and the officer will hand over your currency notes once verification is successful.

You can collect them at the branch that was selected during ordering.

Yes. Cancellations are accepted before you visit the outlet. To cancel, send us a WhatsApp message at +62 812-3769-612 with your full name, KTP or passport number, and booking number. No payment has been made online, so there is nothing to refund.

No. Since payment is made in cash at the branch, there is no online transaction to reverse and no cancellation fee applies when you cancel before visiting the outlet.

Because payment is made in cash at the branch at the time of collection, there is no pre-paid amount to refund. If you cancel before visiting, no money changes hands — simply cancel your booking and no charges apply.