At Beauty by Zahra (BBZ Bali), every appointment is reserved exclusively for you. We block the required time, prepare individually for your treatment, and work with a small and carefully managed schedule. This Policy is intended to protect that commitment for both our clients and our studio. Please read it carefully before booking.
By confirming an appointment, you acknowledge that you have read and accepted this Policy. Nothing in this Policy limits any consumer right or remedy that cannot lawfully be excluded under applicable Indonesian law.
1. Appointment Types, Deadlines & Business Hours
For the purposes of this Policy:
- PMU appointments include all Permanent Make-up treatments. PMU performed over work originally carried out by another artist is treated as a new PMU treatment, not as a touch-up.
- BBZ touch-ups are available only to existing BBZ Bali clients whose original PMU treatment was carried out by BBZ Bali.
- Non-PMU appointments include all other treatments.
The applicable notice periods are:
- PMU appointments: at least 48 hours before the scheduled appointment time.
- Non-PMU appointments: at least 12 hours before the scheduled appointment time.
Cancellation and rescheduling requests must be sent in writing through the official BBZ Bali WhatsApp contact used for the booking.
Our regular business hours are Monday to Friday, 9:00 am to 7:00 pm, and Saturday, 9:00 am to 5:00 pm, Bali time (WITA/UTC+8). The studio is closed on Sundays and on any other closure days announced by BBZ Bali. A request received outside business hours, on a Sunday, or on another studio closure day is treated as received at the next business opening time. The relevant 48-hour or 12-hour notice period is calculated on that basis.
2. Payment Confirmation & Appointment Validity
This section applies to payments made by cryptocurrency, international bank transfer, or Indonesian bank transfer.
Please send your payment confirmation through WhatsApp within two hours of making the payment so that we can keep your booking request active in our system.
Where a prepayment is required, the appointment is confirmed only after BBZ Bali has received the payment and issued an official WhatsApp confirmation. A payment receipt or transfer confirmation alone does not confirm the appointment. Until BBZ Bali has issued its confirmation, the requested appointment time is not guaranteed.
Appointments for which no prepayment is required are confirmed through BBZ Bali’s official WhatsApp confirmation.
3. Prepayment for New PMU Clients
A prepayment is required only for a new client’s PMU appointment. Existing BBZ Bali clients, including clients booking a genuine BBZ touch-up, are not required to make a prepayment.
Once the treatment has been discussed and Zahra has confirmed that the client is ready and suitable to proceed with PMU, the client will receive a personal prepayment message and may choose between:
- 50% prepayment (deposit): This secures the appointment. The remaining balance is paid at the studio on the treatment day.
- 100% prepayment (full payment in advance): The treatment is paid in full before arrival, so no further payment for the booked treatment is required at the studio.
The prepayment is personal and non-transferable. It cannot be transferred to another person or applied to another treatment or booking, except when the same appointment is rescheduled in accordance with Section 7.
4. Timely Cancellation
A cancellation is timely only if it is received within business hours and at least:
- 48 hours before a PMU appointment; or
- 12 hours before a non-PMU appointment.
For an original appointment that has not previously been rescheduled:
- 50% prepayment: The amount paid will be refunded, less an administrative processing fee of IDR 295,000.
- 100% prepayment: The full amount paid will be refunded, less an administrative processing fee of IDR 295,000.
- Appointment without prepayment: No cancellation charge applies.
Special refund rules apply when an appointment has already been rescheduled. Please see Section 7.
Any bank, card, cryptocurrency, exchange, intermediary, or transfer fees are borne by the client. Any fee withheld by a payment provider or financial institution is not refunded by BBZ Bali unless BBZ Bali itself received that amount.
5. Late Cancellation & No-Show
A cancellation received later than the applicable 48-hour or 12-hour deadline is a late cancellation. Failure to attend an appointment without timely cancellation is a no-show. These rules apply regardless of the personal reason, except where mandatory applicable law requires otherwise.
For a late cancellation or no-show:
- PMU appointment with 50% prepayment: The prepayment is retained in full as agreed compensation for the treatment time, individual preparation, and appointment capacity that can no longer reasonably be offered to another client.
- PMU appointment with 100% prepayment: Fifty per cent of the total treatment price is retained for the reserved appointment. The remaining 50% is refunded, less an administrative processing fee of IDR 295,000.
- Appointment without prepayment: Before BBZ Bali accepts another booking, the client must pay 50% of the price of the missed appointment. The replacement appointment is a new booking and is charged separately at the regular full treatment price.
Any replacement appointment is subject to availability and all payment or prepayment requirements applicable to that new booking. A previous payment, retained amount, or missed-appointment charge does not pay for the replacement treatment.
6. Late Arrival
We work with fixed treatment times and ask every client to arrive on time.
More than 15 minutes late: BBZ Bali will decide whether the treatment can still be completed safely and properly within the remaining time. If the appointment can proceed, a late-arrival fee of IDR 295,000 applies.
More than 30 minutes late: The appointment is treated as a no-show, and Section 5 applies.
BBZ Bali will not compromise treatment quality, hygiene, or safety in order to compensate for a client’s late arrival.
7. Rescheduling
A rescheduling request is timely only if it is received within business hours and at least:
- 48 hours before a PMU appointment; or
- 12 hours before a non-PMU appointment.
The following rules apply:
- The first timely reschedule is free of charge and is subject to availability.
- Every second or additional timely reschedule is subject to an administrative processing fee of IDR 295,000 per reschedule and will be confirmed only after that fee has been paid.
- A rescheduling request made after the applicable deadline cannot be accepted. The original appointment remains valid. If it is then cancelled late or not attended, Section 5 applies.
- A prepayment remains linked to the same client and the same booked treatment.
If studio prices have changed by the time a rescheduling request is made, BBZ Bali will disclose the new price before confirming the rescheduled appointment. The rescheduled appointment will be confirmed at the new price only with the client’s express acceptance. If the client does not accept the new price, the applicable timely-cancellation rules will apply.
If a prepaid PMU appointment has already been rescheduled and is later cancelled on time:
- 50% prepayment: The amount paid will be refunded, less an administrative processing fee of IDR 295,000.
- 100% prepayment: Fifty per cent of the total treatment price will be refunded, less an administrative processing fee of IDR 295,000. The other 50% is retained for the appointment that had already been reserved and rescheduled.
If a rescheduled appointment is cancelled late or becomes a no-show, Section 5 applies. Bank, payment-provider, and transfer fees remain the client’s responsibility as described in Section 4.
8. Expired Payment Links & Reactivation Requests
If a payment or prepayment link expires because the client did not complete payment within the stated validity period and the client asks BBZ Bali to issue a new link in order to keep or reactivate the original booking request, an administrative processing fee of IDR 295,000 applies.
No reactivation fee applies where the link expired because of an error attributable to BBZ Bali or a verified technical failure of the payment system that was outside the client’s control.
If the original booking request has already expired or been deleted from the booking system, the client may submit a new booking request without an administrative fee. The original appointment time is not guaranteed, and the new request is subject to current availability, prices, and booking requirements.
9. Personal Circumstances & Medical Documentation
The cancellation, rescheduling, late-arrival, and no-show rules are applied consistently because each appointment is individually reserved and prepared. Personal circumstances, illness, travel disruption, or other unexpected events do not automatically create an exception to this Policy, except where mandatory applicable law requires otherwise.
Please do not send medical certificates, medical photographs, diagnoses, or other sensitive health information unless BBZ Bali specifically requests information that is reasonably necessary for treatment safety or complaint assessment. Medical documentation does not by itself alter the applicable booking rules.
10. Complaints, Corrective Treatment & Refunds for Completed Services
Permanent Make-up is a cosmetic procedure. Even when it is performed professionally and correctly, individual factors such as skin characteristics, metabolism, lifestyle, medication, hormonal changes, UV exposure, aftercare, and other personal influences may affect healing, pigment retention, and the final result. A specific result or a result based solely on the client’s personal expectation cannot therefore be guaranteed.
10.1 When to Raise a Concern
The final PMU result can ordinarily be assessed only after the regular healing period, generally no earlier than four to six weeks after treatment. If the healed result differs from what was reasonably expected or agreed, the client should notify BBZ Bali in writing through the official WhatsApp contact.
Aesthetic concerns raised before the regular healing period has ended do not normally provide a reliable basis for assessing the final result because colour, intensity, and appearance may continue to change during healing.
This waiting period does not apply to an urgent health or safety concern. If a client experiences a suspected infection, severe reaction, or other urgent medical issue, the client should seek appropriate medical assistance promptly and inform BBZ Bali as soon as reasonably possible.
10.2 Inspection & Assessment
Before a refund or another corrective remedy is considered, BBZ Bali must ordinarily be given a reasonable opportunity to inspect the treated area personally, assess the concern, and determine its likely cause. A personal inspection is normally necessary for a reliable professional assessment where it is reasonably possible for the client to attend.
Photographs and videos may be used for an initial assessment and appointment preparation. Because digital images can be materially affected by filters, camera settings, lighting, angle, image compression, or editing, they do not normally replace an in-person assessment and do not, by themselves, establish entitlement to a free corrective treatment, refund, or other remedy.
If an in-person inspection is not reasonably possible, BBZ Bali will consider the available evidence in good faith and advise the client what additional information or alternative assessment may reasonably be required. This does not limit any mandatory statutory right.
10.3 Touch-up or Corrective Treatment
If the assessment indicates that the result was affected by individual skin characteristics, natural healing, incomplete compliance with PMU aftercare, low or absent pigment retention, or another circumstance not caused by BBZ Bali, a touch-up may be recommended. A touch-up allows the artist to use the information gained from the first treatment and adapt the technique to the client’s skin and healing response.
A touch-up is not, by itself, an admission that the original treatment was defective. Whether a proposed touch-up is free of charge or chargeable depends on the identified cause, the treatment history, the applicable service terms, and the client’s rights under Indonesian law.
The technique and treatment method used for any corrective procedure will be determined by BBZ Bali in good faith on the basis of professional suitability and safety, after discussing the proposed approach with the client. A client is not entitled to require a technique that BBZ Bali considers professionally unsuitable or unsafe.
An individual skin reaction, low or absent pigment retention, or an unexpected healing response does not, by itself, prove that the treatment was performed incorrectly.
10.4 Treatment by Another Artist
The client should not allow another artist or third party to treat, alter, tattoo, remove, or otherwise intervene in the treated area before BBZ Bali has had a reasonable opportunity to inspect it and, where appropriate, offer corrective treatment.
If a third-party intervention changes the treated area, prevents a reliable assessment, breaks the causal connection, or contributes to the alleged problem, this may affect or limit the remedy available to the extent permitted by law.
10.5 Refunds & Further Remedies
There is no automatic refund merely because a completed cosmetic treatment heals differently from the client’s personal expectation. At the same time, BBZ Bali does not exclude any refund, compensation, corrective service, or other remedy that the client is legally entitled to receive.
As part of the ordinary complaint-resolution process, and where reasonably appropriate, BBZ Bali should first be given:
- a reasonable opportunity to inspect and professionally assess the result; and
- a reasonable opportunity to offer and carry out an appropriate corrective treatment.
A refund or another further remedy may be considered where a defect attributable to BBZ Bali is established and an appropriate corrective treatment has failed, is not reasonably suitable, or is expressly declined by BBZ Bali. Any remedy will be determined in accordance with the facts, the agreed treatment, and applicable Indonesian law.
11. Complaint Procedure
Complaints must be submitted in writing through the official BBZ Bali WhatsApp contact used for the booking. Please include the client’s full name, appointment date, treatment, a clear description of the concern, and any relevant supporting information reasonably available.
A competent member of the BBZ Bali team will review the complaint. BBZ Bali will acknowledge receipt within two business days. After receiving the information reasonably required and completing any necessary inspection, BBZ Bali will provide an initial written assessment or proposed next step within seven business days. If the healing process, an in-person inspection, specialist input, or a further treatment appointment requires more time, BBZ Bali will communicate the expected next timeframe in writing.
12. Applicable Law & Final Provisions
This Policy and all bookings with BBZ Bali are governed by the laws of the Republic of Indonesia. Nothing in this Policy excludes or restricts a consumer’s right to seek assistance or pursue a remedy through a competent consumer dispute-resolution body or court where that right is provided by applicable law.
If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions remain effective to the extent permitted by law.
This Policy should be made available in Bahasa Indonesia and English in a form that the client can download or save. Both versions are intended to have the same meaning. If the versions differ, the Bahasa Indonesia version prevails to the extent required by Indonesian law, unless a different language priority has been expressly and lawfully agreed for the relevant booking.
Thank you for understanding. We look forward to welcoming you to BBZ Bali. ❤️