Refund Policy

Face Protocol is a service business, not a physical goods store, so this policy covers cancellations, rescheduling, and refunds for treatments and gift certificates. This policy is a part of our Terms & Conditions.

1. Cancellation & Refund Timeline

When you cancel	Refund amount
More than 24 hours before appointment	100% refund
Between 2 and 24 hours before appointment	50% refund
Less than 2 hours before appointment	No refund
No-show (customer does not arrive)	No refund

2. How to Request a Refund

1. Contact us via WhatsApp at +62 813-5925-592 or email faceprotocolinc@gmail.com.
2. Provide your booking reference ID (starts with FP-) and the reason for the refund.
3. We will confirm eligibility within 1 business day.
4. Approved refunds will be processed within 7–14 business days.

3. Refund Method

• Credit/Debit Card — refunded to the original card used for payment.
• Virtual Account / Bank Transfer — refunded to the bank account of the customer's choice (provide account details when requesting refund).
• E-Wallet (OVO, DANA, GoPay, ShopeePay) — refunded to the original e-wallet balance.
• QRIS — refunded to the source bank account.
• Pay at Studio (cash) — refunds paid in cash at the studio.

Any bank or payment gateway fees for the refund transfer will be deducted from the refund amount.

4. Rescheduling Instead of Refund

We prefer to reschedule your appointment rather than issue a refund. If you request rescheduling at least 2 hours before your appointment, we will move your booking to a new date/time at no extra cost — subject to availability.

5. Cancellation by Face Protocol

In rare cases where we must cancel your appointment (staff emergency, force majeure, or studio unavailability), you will receive a full refund or the option to reschedule at no charge. We will notify you as soon as possible via WhatsApp.

6. Gift Certificates

• Gift Certificates are non-refundable.
• Gift Certificates can be transferred to another person.
• Valid for 12 months from purchase date.
• Unused Gift Certificates cannot be exchanged for cash.

7. Unsatisfactory Treatments

If you are not satisfied with a treatment, please tell your therapist or the receptionist immediately after your session, or contact us within 24 hours. We will review the case and may offer a partial refund, credit toward a future treatment, or a complimentary re-do at our discretion.

8. Chargebacks & Disputes

Before filing a chargeback with your bank or card issuer, please contact us first. Unresolved chargebacks may result in loss of booking privileges for future visits. We are always happy to discuss and find a fair resolution directly.

9. Contact for Refunds

• WhatsApp: +62 813-5925-592
• Email: faceprotocolinc@gmail.com
• Office hours: Every day 08:00 – 20:00 WITA