Refund & Cancellation Policy
Last updated: 23 October 2026
This policy explains how you can cancel or reschedule an appointment, how refunds are made, and how payment disputes are handled for services of the beauty salon Heaven Aesthetic Lounge, operated by PT BUTLER BALI KECANTIKAN. It is part of our Terms & Conditions.
1. Summary
| Situation | Result |
|---|---|
| You cancel or reschedule 24 hours or more before the appointment | Free. Prepayment refunded in full or moved to a new date |
| You cancel less than 24 hours before the appointment | Prepayment not refunded, but can be moved to a new date once within 1 month |
| You do not come (no-show) | Prepayment not refunded |
| We cancel or reschedule the appointment | Full refund or new date, your choice |
| Quality problem caused by us, reported within 3 days | Free correction, or full or partial refund |
| Unused gift certificate, within 14 days of purchase | Full refund |
| Duplicate or incorrect charge | Full refund of the extra amount |
| Salon cannot provide the service (closure, force majeure) | Full refund of prepayments and unused certificate balances |
We do not charge any fee for processing a refund. Only payments for services not yet provided are refundable, except quality cases in section 4.
2. Cancellation and rescheduling
- To cancel or reschedule, contact us by WhatsApp or phone +62 877-5470-5242, Telegram, or email butlerbalikecantikan@gmail.com. The time of your message is the time of cancellation.
- Appointments without prepayment can be cancelled at any time free of charge. Please tell us as early as possible.
- If you are more than 15 minutes late, we can shorten the service or reschedule it. A shortened service is charged according to the services actually provided.
3. Prepayments
- A prepayment is refunded in full if you cancel 24 hours or more before the appointment, or if we cancel it.
- Instead of a refund, you can use the prepayment for another appointment within 3 months.
- The prepayment is deducted from the final price of the service.
4. Quality of services
- If you are not satisfied with the quality of a service, tell us within 3 days after the visit (for nail and lash services: 3 days; for hair colouring: 7 days) and send photos if possible.
- We offer a free correction at a convenient time. If the problem cannot be corrected, or you do not want a correction, we give a full or partial refund in proportion to the defect.
- A correction or refund is not available if the problem is caused by mechanical damage, use of chemicals, or not following the aftercare recommendations of our specialists, or if the result matches what was agreed before the service.
- If a service causes an allergic reaction or other harm to health, contact us immediately. We will review the case and refund the service if the reaction was caused by our fault.
5. Gift certificates
- An unused gift certificate is refunded in full within 14 days from the date of purchase, to the person who paid for it.
- After 14 days, or after it is partly used, a gift certificate is not refundable but can be used for any service while it is valid.
- If the salon cannot provide services during the validity period, the unused balance is refunded in full.
6. How to request a refund
Send your request to butlerbalikecantikan@gmail.com or WhatsApp +62 877-5470-5242 with:
- your name and the phone number used for booking;
- date of payment, amount and payment method (for cards: last 4 digits only, never the full card number);
- reason for the refund.
We confirm receipt within 2 business days and make a decision within 5 business days. Before a refund, we can check that you are the person who made the payment.
7. Refund method and timing
| Payment method | How the refund is made | Time |
|---|---|---|
| Bank card (online or at the salon) | To the same card | We send the refund within 7 business days after approval. The bank can take up to 14 more business days |
| QRIS / e-wallet | To the same account or e-wallet | Within 7 business days after approval |
| Bank transfer | To the account the payment came from | Within 7 business days after approval |
| Cash | Cash at the salon, or bank transfer to your account | On request at the salon, or within 7 business days |
Refunds are made only to the original payment method or to the payer, never to third parties. The refund is made in IDR. If your card is in another currency, the final amount can differ because of your bank's exchange rate.
8. Payment disputes and chargebacks
- If you see a payment from us that you do not recognise or do not agree with, please contact us first at butlerbalikecantikan@gmail.com or WhatsApp. Most problems can be solved faster this way than through a bank dispute.
- Card payments appear on your statement under the name PT BUTLER BALI KECANTIKAN or Heaven Aesthetic Lounge.
- You keep the right to open a dispute (chargeback) with your card-issuing bank under the rules of the card network.
- When we receive a chargeback, we send the bank the booking, service and payment records and our correspondence with you. The bank makes the final decision.
- If we already refunded a payment and a chargeback for the same payment is also approved, we ask you to return the double refund.
- If a card was used without the cardholder's permission, contact your bank and us immediately. We cancel related bookings and cooperate with the bank and the payment provider.
9. Contact
PT BUTLER BALI KECANTIKAN
Address: Jl. Subak Sari, Banjar Tegal Gundul, Tibubeneng, Kec. Kuta Utara, Kabupaten Badung, Bali 80361, Indonesia
Email: butlerbalikecantikan@gmail.com
Phone / WhatsApp: +62 877-5470-5242
Opening hours: Monday–Sunday, 9:00–21:00 (WITA, UTC+8)