Last Updated: November 12, 2025
At CleanSlate Laser Clinic, we are committed to providing exceptional laser and skin treatment services. This Return and Refund Policy outlines the circumstances under which refunds may be issued for deposits, services, and treatment packages.
Important Notice: Due to the nature of medical and cosmetic services, all treatments are considered final once performed. However, we maintain fair policies for deposits, cancellations, and specific circumstances outlined below.
1. Deposit Refunds
1.1 Deposit Amount
All appointments require a non-refundable deposit of IDR 500,000 (five hundred thousand Indonesian Rupiah) to secure your booking. This deposit is deducted from your total treatment cost.
1.2 Deposit Refund Schedule
Cancellation Timing Refund Amount Processing Time 48+ hours before appointment 100% refund OR full credit toward future appointment7-14 business days 24-48 hours before appointment 50% refund (IDR 250,000 retained as cancellation fee) OR 50% credit toward future appointment within 3 months 7-14 business days Less than 24 hours or no-show No refund (100% forfeited) N/A
1.3 How to Request a Deposit Refund
To request a deposit refund, you must:
- Contact us via WhatsApp, phone, or email with your booking reference number
- Provide your cancellation reason (for our records)
- Confirm your preferred refund method (original payment method or clinic credit)
Note: Refunds are processed back to the original payment method used during booking through Xendit. Processing times may vary depending on your bank or payment provider.
2. Treatment Service Refunds
2.1 No Refund After Service Completion
Once a treatment has been performed, the service is considered complete and no refunds will be issued for:
- Dissatisfaction with results (when treatment was performed correctly)
- Change of mind after treatment
- Personal preference or aesthetic expectations not met
- Normal side effects that were disclosed during consultation
2.2 Refund Eligibility for Completed Services
Refunds for completed treatments may only be considered in the following exceptional circumstances:
- Equipment malfunction: If treatment could not be completed due to equipment failure (partial refund or complimentary rescheduling)
- Treatment error: If wrong treatment was administered due to clinic error (full refund or corrective treatment at no charge)
- Adverse reaction: If you experience an adverse reaction due to undisclosed product issues or clinic negligence (assessed case-by-case)
Important: Claims for refunds due to adverse reactions must be supported by medical documentation and must be reported within 48 hours of treatment.
3. Treatment Package Refunds
3.1 Multi-Session Package Policy
If you purchase a multi-session treatment package (e.g., 6-session laser hair removal package):
- Before first session: Full refund minus 10% administrative fee if cancelled before first treatment
- After first session: Refund calculated on per-session basis for unused sessions minus 15% administrative fee
- After 50% completion: No refunds available, but remaining sessions can be transferred to another person (one-time transfer only) or converted to clinic credit valid for 12 months
3.2 Package Expiration
Treatment packages are valid for 12 months from purchase date. Unused sessions after expiration are forfeited with no refund available. Extensions may be granted in exceptional circumstances (medical reasons with documentation).
4. Prepaid Services and Products
4.1 Skincare Products
Skincare products purchased at our clinic are:
- Returnable: Within 14 days of purchase if unopened and in original packaging
- Non-returnable: Once opened, due to health and safety regulations
- Defective products: Full refund or replacement if product is defective or expired at time of purchase
4.2 Gift Certificates
Gift certificates and vouchers:
- Are non-refundable for cash
- Can be used toward any clinic service
- Are valid for 12 months from issue date
- Cannot be extended or redeemed after expiration
5. Special Circumstances
5.1 Medical Contraindications
If during your consultation our medical professional determines you are not suitable for treatment due to:
- Previously undisclosed medical conditions
- Current medications that contraindicate treatment
- Pregnancy or breastfeeding
- Active skin conditions or infections
You will receive: A full refund of your deposit, or credit toward a different suitable treatment
5.2 Clinic Cancellations
If CleanSlate needs to cancel or reschedule your appointment due to:
- Staff illness or unavailability
- Equipment malfunction
- Emergency closure
- Force majeure events
You will receive: Full deposit refund OR priority rescheduling at no additional cost, plus a 10% discount on your next service as an apology for the inconvenience
5.3 Emergency Situations
In case of genuine emergencies (medical emergency, family emergency, natural disaster), we may offer:
- One-time courtesy rescheduling without penalty
- Partial or full deposit refund at management's discretion
- Documentation may be required to verify the emergency
6. Refund Processing
6.1 Processing Timeline
Standard Processing Times:
- Deposit refunds: 7-14 business days from approval
- Service refunds: 14-21 business days from approval
- Product returns: 7-10 business days from receipt of returned item
Note: Processing times begin after your refund request has been reviewed and approved. Additional time may be required for your bank or payment provider to process the refund.
6.2 Refund Methods
Refunds will be issued to:
- Original payment method: For payments made via Xendit (credit/debit card, bank transfer, digital wallet)
- Bank transfer: For cash payments (you must provide bank account details)
- Clinic credit: Optional alternative to cash refund (credit has 12-month validity)
6.3 Refund Request Procedure
To request a refund:
- Contact us via WhatsApp, phone, email, or in person at the clinic
- Provide information:
- Full name and contact information
- Booking reference number or receipt
- Reason for refund request
- Supporting documentation (if applicable)
- Wait for review: Our team will review your request within 2-3 business days
- Receive decision: You'll be notified of approval or denial with explanation
- Complete refund: If approved, refund will be processed according to timelines above
7. Non-Refundable Items
The following are non-refundable under any circumstances:
- Consultation fees (if charged separately)
- No-show appointments
- Same-day cancellations
- Completed treatments (except in cases outlined in Section 2.2)
- Opened skincare products
- Custom-blended products or made-to-order items
- Promotional or discounted services (clearly marked at time of purchase)
- Services received as part of package deals after 50% completion
8. Dispute Resolution
8.1 Initial Resolution
If you are dissatisfied with a refund decision:
- Speak with the clinic manager to discuss your concerns
- We will review your case and supporting documentation
- A final decision will be made within 5 business days
8.2 Formal Complaints
If you wish to file a formal complaint:
- Submit a written complaint via email detailing your concerns
- Include all relevant documentation and evidence
- We will respond within 10 business days with our final position
8.3 Third-Party Mediation
If a resolution cannot be reached, disputes may be handled through:
- Mediation services in Bali, Indonesia
- Legal proceedings in accordance with Indonesian consumer protection laws
9. Payment Disputes with Xendit
For issues related to payment processing:
- Double charges: Contact us immediately - we will coordinate with Xendit to resolve
- Payment not received: Provide transaction confirmation - we will verify with Xendit
- Chargeback disputes: Will be handled according to Xendit and card issuer policies
Important: If you initiate a chargeback with your bank without contacting us first, your appointment will be cancelled and you may be restricted from booking future appointments until the matter is resolved.
10. Changes to This Policy
CleanSlate Laser Clinic reserves the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically. Your continued use of our services after changes constitutes acceptance of the modified policy.
11. Indonesian Consumer Protection
This policy is designed to comply with Indonesian consumer protection laws (Law No. 8 of 1999). Nothing in this policy limits your statutory rights under Indonesian law.
12. Contact Information
For refund requests or questions about this policy:
CleanSlate Laser Clinic
Phone: 0877-6339-0131
Email: info@cleanslatelaserclinic.com
Location: Jalan Raya Jl. Pantai Batu Mejan No.27, Canggu, Kuta Utara, Badung Regency, Bali 80351
Website: https://cleanslatelaserclinic.com/
Response Times:
WhatsApp/Phone: Within 24 hours
Email: Within 48 hours
In-person: Immediate assistance during business hours
13. Acknowledgment
By booking an appointment, purchasing products, or using services at CleanSlate Laser Clinic, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.
Our Commitment: While we maintain clear policies to protect both our clients and our business, we are committed to fair and reasonable resolutions. If you have concerns about a service or payment, please speak with us directly - we're here to help.
