Refund and Returns Policy

1. Introduction

This Refund and Return Policy explains how cancellations, refunds, rescheduling requests, no-shows, and service concerns are handled by Bali Teeth Whitening (“we”, “us”, “our”).

This policy applies to all mobile teeth whitening bookings made through our website, payment links, WhatsApp, booking forms, or other approved booking channels.

Our services are provided in Bali, Indonesia, and this policy is governed by the laws of the Republic of Indonesia.

2. Nature of Our Services

We provide mobile cosmetic teeth whitening services.

Because our service is performed in person at a scheduled time and location, our policy does not operate like a physical product return policy.

Once a service has been delivered, it generally cannot be “returned”. However, we will assess refund or remedy requests fairly where:

1. We cancelled the appointment.
2. We failed to attend the confirmed appointment.
3. The service paid for was not provided.
4. There was a verified service issue.
5. A refund is required under applicable Indonesian law.
6. A refund is otherwise approved under this policy.

3. Return Policy

We do not sell physical products that can be returned, unless specifically stated on our website or invoice.

For cosmetic teeth whitening services:

1. There are no physical goods to return.
2. Completed services cannot be returned.
3. Refund eligibility is assessed under the cancellation, no-show, service issue, and refund sections below.

If we sell any physical product in the future, the return conditions for that product will be clearly displayed before purchase.

4. Cancellation by Customer

Customers may request cancellation by contacting us through the contact details listed in this policy.

The following cancellation rules apply:

1. Cancellation more than 24 hours before appointment: Eligible for a full refund, excluding any non-refundable payment processing fees where applicable, or one free reschedule subject to availability.
2. Cancellation less than 24 hours before appointment: May be non-refundable because staff time, travel planning, and appointment capacity have already been allocated.
3. Same-day cancellation: May be non-refundable.
4. Cancellation after staff have travelled or arrived: May be non-refundable.
5. Group bookings or event bookings: May have stricter cancellation terms due to staff allocation, travel planning, and blocked appointment capacity. These terms will be communicated before payment where applicable.

We may, at our discretion, offer a reschedule instead of a refund for late cancellations.

5. Rescheduling

Customers may request to reschedule their appointment.

Our rescheduling rules are:

1. More than 24 hours before appointment: One free reschedule is permitted, subject to availability.
2. Less than 24 hours before appointment: Rescheduling is subject to availability and may incur an additional fee.
3. Repeated rescheduling: Multiple reschedule requests may be refused or treated as a cancellation.
4. Late arrival or access delay: If we cannot begin within 15 minutes of the scheduled appointment due to customer delay, incorrect address, or lack of access, the appointment may be treated as a no-show.

6. No-Show Policy

A no-show occurs when:

1. The customer is not present or contactable at the confirmed appointment time.
2. We cannot access the property, hotel, villa, building, or room.
3. The address provided is incorrect or incomplete.
4. The customer does not respond within 15 minutes of our arrival or attempted contact.
5. The customer refuses service without a valid reason after we arrive.

No-shows are generally non-refundable.

7. Cancellation by Us

If we cancel your appointment due to staff availability, safety concerns, transport issues, illness, emergency, severe weather, or other operational reasons, we will offer one of the following:

1. Reschedule to a mutually suitable time; or
2. Full refund of the amount paid for the cancelled service.

If we determine that the service is unsuitable for you before treatment begins due to safety, oral health, sensitivity, or disclosed contraindications, we may refuse or postpone the service. In that situation, we will assess whether a full refund, partial refund, or reschedule is appropriate based on the circumstances.

8. Refund Eligibility

You may be eligible for a full or partial refund where:

1. We cancelled and cannot reschedule the appointment.
2. We failed to attend the confirmed appointment.
3. You cancelled more than 24 hours before the appointment.
4. You were charged incorrectly.
5. You paid twice for the same booking.
6. The service was not provided.
7. A verified service failure occurred.
8. A refund is required under applicable Indonesian law.

You are generally not eligible for a refund where:

1. You cancel less than 24 hours before the appointment.
2. You are a no-show.
3. You provide an incorrect address or cannot provide access.
4. You fail to disclose relevant dental conditions, restorations, allergies, or sensitivity.
5. You are dissatisfied only because the whitening result is different from your expected shade, provided the service was delivered with reasonable care and skill.
6. You fail to follow aftercare instructions.
7. Temporary sensitivity or gum irritation occurs, unless caused by proven negligence or service error.
8. The issue relates to crowns, veneers, implants, bonding, fillings, or other dental restorations not whitening like natural teeth.

9. Whitening Results and Refunds

Teeth whitening results vary between customers.

We do not guarantee a specific shade improvement, final colour, or duration of results.

Results may be affected by:

1. Natural tooth shade.
2. Enamel condition.
3. Staining habits.
4. Smoking or vaping.
5. Diet.
6. Oral hygiene.
7. Age.
8. Previous whitening treatments.
9. Crowns, veneers, implants, bonding, fillings, or other restorations.

A refund will not be provided solely because your teeth did not reach a particular shade, provided the service was performed as described and with reasonable care.

However, if you believe there was a genuine service issue, you may submit a complaint under Section 12 of this policy.

10. Payment Processing and Refund Method

Approved refunds will be processed back to the original payment method where possible.

Refunds may be processed through Xendit or another approved payment provider.

Depending on the original payment method, refund completion times may vary due to bank, card issuer, e-wallet, or payment channel processing times.

Where the original payment method cannot receive a refund, we may request alternative account details to process the refund, subject to identity and transaction verification.

11. Refund Timeline

We will review refund requests within 5 business days after receiving all required information.

If approved, we will initiate the refund within 7 business days after approval.

After we initiate the refund, the time for funds to appear in your account may depend on your bank, card issuer, e-wallet provider, or payment channel. This may take approximately 5 to 14 business days, depending on the payment method.

If a payment provider, bank, or authority requires additional investigation, the refund may take longer. We will communicate with you where reasonably possible.

12. How to Request a Refund

To request a refund, contact us using the contact details in Section 17 and provide:

1. Full name.
2. Booking date and time.
3. Payment date.
4. Amount paid.
5. Payment method.
6. Booking reference or payment receipt.
7. Reason for refund request.
8. Supporting evidence, where relevant.

We may ask for additional information to verify the transaction and assess the request.

13. Service Complaints

If you are dissatisfied with the service, you must contact us within 48 hours of your appointment.

Please provide:

1. Booking name.
2. Appointment date and location.
3. Description of the concern.
4. Photos or supporting evidence where relevant.
5. Any symptoms, sensitivity, or issue experienced.

We will assess the complaint fairly and may offer one or more of the following remedies:

1. Explanation or aftercare guidance.
2. Partial refund.
3. Full refund.
4. Rescheduled appointment.
5. Other reasonable solution.

The remedy offered will depend on the nature of the issue and the evidence available.

14. Incorrect or Duplicate Payments

If you believe you were charged incorrectly or paid more than once, please contact us immediately.

Once verified, duplicate or incorrect payments will be refunded in full.

We may require proof of payment before processing the refund.

15. Chargebacks and Payment Disputes

If you have an issue with a booking or payment, please contact us first so we can resolve the matter directly.

If you raise a chargeback or payment dispute with your bank or payment provider, we may provide booking records, payment confirmation, appointment communication, service records, cancellation records, and this policy as evidence.

This does not limit your legal rights under applicable law.

16. Fair Use and Abuse of Refund Policy

We reserve the right to refuse refund requests that are fraudulent, dishonest, abusive, or inconsistent with this policy.

Examples include:

1. False claims that a service was not provided.
2. Repeated last-minute cancellations.
3. Providing false booking or payment information.
4. Attempting to obtain a refund after receiving the service without a valid reason.
5. Threatening staff or abusing the complaint process.

17. Contact Information

For cancellations, rescheduling, refund requests, complaints, or payment issues, please contact:

Business Name: Bali Teeth Whitening
Email: info@baliteethwhitening.com
Phone / WhatsApp: +6282190259729
Business Address: Gg. Kadal No.21, Dauh Puri Klod, Kec. Denpasar Bar., Kota Denpasar, Bali 80114
Website: baliteethwhitening.com
Operating Hours: 10am -9pm

18. Updates to This Policy

We may update this Refund and Return Policy from time to time.

The latest version will be published on our website. The policy in effect at the time of your booking will generally apply to that booking, unless a change is required by law.urns.