Reference

How We Set the Rules at top12

Every account on top12 operates under a clear legal framework — your rights, our obligations, and how eligibility is determined based on local law in Indonesia. We keep this straightforward so you know exactly where you stand before you open an account.

Account Eligibility TermsData & Privacy RulesPlatform Use ConditionsJurisdiction-Dependent AccessIndonesia Wallet Context
top12 How We Set the Rules at top12
LEGAL CONTACT PATHS

How to Reach Us on Legal Matters

If you have a question about your account rights, a data request, or a dispute related to our terms, our support team handles legal inquiries through dedicated channels. Response times vary by channel and inquiry type — we prioritise account-blocking disputes and formal data requests.

Live Chat Support Reach our Indonesia support team directly through live chat on the platform. Legal and account queries are handled by staff trained to escalate policy matters when needed.
Email for Formal Requests Data access requests, formal disputes, and written policy questions go through our support email. We acknowledge formal legal requests and respond with the applicable policy documents.
Account Help Centre For wallet verification issues involving DANA, OVO, or GoPay linked to a legal dispute, our account help section provides step-by-step contact paths without needing live chat.
HOW WE HANDLE THIS

Data, Cookies, Security and Your Account Rights

We handle account data with a clear retention policy, cookie consent controls, and documented security practices. Here is what each area covers and how you act on it.

Data Handling and Retention

We collect account registration data, transaction history across DANA, OVO, and GoPay, and session activity. Retention periods follow applicable policy — you can request a summary of what we hold.

Cookie and Tracking Policy

Cookies are used for session management, fraud detection, and account performance on both mobile and desktop. You can manage cookie preferences through your browser settings at any time.

Account Security Practices

Accounts are protected with OTP verification on login and sensitive actions. We flag unusual activity — such as withdrawal requests from unrecognised devices — and pause processing pending your confirmation.

Requesting Changes or Deletion

You can request correction or deletion of personal data by contacting support via email. We verify your identity first, then act on the request within the timeframe our policy specifies.

Common Questions About Our Legal Terms

Real questions about account rights, data use, eligibility, and how our terms apply to your specific situation — answered directly without the legal filler.

Access depends on local law in your specific region. We do not override local legal restrictions. You confirm eligibility when you open an account by accepting our terms.

We collect transaction reference data, amounts, and timestamps when you deposit or withdraw via DANA, OVO, or GoPay. This data is used for fraud detection and dispute resolution.

Yes. Submit a data access request through our support email. We verify your identity first, then provide a summary of held data within the timeframe our privacy policy sets.

Transaction records — including wallet deposits via OVO and GoPay withdrawals — are retained for the period required under our applicable compliance policy. Exact duration is in our full privacy terms.

Contact support by email with a deletion request. We verify your identity, check for pending withdrawals or disputes, then close the account and remove personal data per our retention schedule.

Formal disputes go through our email support channel. We acknowledge the request, review the relevant account records, and respond with our position and any applicable resolution path.
Reference

Legal

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Access may be available only where local law permits.