About This Policy
At DIVA Skin Clinic Poipet, this Warranty, Treatment Support, and Refund Policy exists to protect both clients and the clinic. It ensures that every service is handled fairly, professionally, and consistently for all clients — whether Vietnamese, Indonesian, Filipino, Cambodian, or international.
This policy applies to all services at DIVA Skin Clinic Poipet: skin treatment, laser treatment, injectables, skinboosters, PMU, body treatment, whitening infusion, weight management support, and all other aesthetic services.
Product Authenticity Commitment
All branded injectable products, skinboosters, regenerative treatments, whitening infusion products, and weight management products used at DIVA Skin Clinic Poipet are sourced from verified, reputable suppliers.
Products may carry supplier labels, authentication seals, batch numbers, and expiry dates. This applies to: Botox, HA Fillers, Rejuran, Profhilo, Skinboosters, Mesotherapy products, Whitening infusion products, and Weight management products used at our Poipet clinic.
Client Rights Before Treatment
Before any branded injectable or product-based treatment at DIVA Skin Clinic Poipet, clients may request to inspect the product directly. Clients may check:
- Brand name and product name
- Expiry date and batch number
- Seal or packaging condition
- Supplier label or authentication mark if available
- Dosage or concentration as discussed during consultation
Product verification must be requested BEFORE the session begins. Once opened and used, packaging may be disposed of per clinic hygiene protocol.
Warranty Conditions
Clients may be eligible for warranty or treatment support if ALL of the following conditions are met:
- The treatment result shows no significant improvement compared to the initial assessment and agreed treatment scope
- A complication or unusual reaction is confirmed to be from a technical error on the clinic's side
- The client followed all aftercare instructions provided by DIVA Skin Clinic Poipet correctly and consistently
The client did NOT use outside skincare, self-treat, or receive treatment elsewhere during recovery without informing the clinic
The client contacts DIVA Skin Clinic Poipet within the warranty period — not after it has expired
The client provides clear photos, treatment date, session history, and information about all products used after treatment
Forms of Support
Review consultation and skin assessment
Follow-up guidance related to the treatment performed at DIVA Skin Clinic Poipet
Treatment plan review and adjustment
Product or skincare support if appropriate
Monitoring of unusual reactions related to treatment
Complementary correction or additional treatment if a confirmed technical error from the clinic's side is identified
What Is NOT Covered by Warranty
Dissatisfaction based on expectations that were not aligned with consultation — results that were explained as unlikely during consultation are not covered
Results that vary due to individual skin response, lifestyle, sun exposure, or aftercare non-compliance
Reactions caused by outside products not provided or approved by DIVA Skin Clinic Poipet
Clients who visited another clinic or self-treated during the recovery period without informing DIVA
Skin concerns that developed from a different cause unrelated to the treatment performed
Refund Policy
Refunds at DIVA Skin Clinic Poipet are considered on a case-by-case basis. A refund may be considered when:
- A confirmed technical error from the clinic's side is identified after full review
- A paid service cannot be performed due to the client's medical condition identified at clinic
- A product is confirmed to be inauthenticated — refund applies to product cost only
- Refunds are NOT applicable for:
- Dissatisfaction based on unrealistic expectations not aligned with consultation
- Results that vary due to individual skin response, lifestyle, or aftercare non-compliance
- Voluntary cancellation of a prepaid treatment course without a confirmed medical reason
- Reactions from products used by the client outside of clinic recommendations
How to Request Support
To request warranty consideration, treatment support, or refund review at DIVA Skin Clinic Poipet:
For Indonesian Clients
Indonesian clients living or working in Poipet are welcome at DIVA Skin Clinic Poipet. Our team can support consultation in English or Bahasa Indonesia so you can describe your skin concern clearly before your visit. If you are interested in Warranty, Treatment Support & Refund Policy, you can send your question or a clear photo of your skin condition through WhatsApp or Telegram before coming to the clinic in Poipet, Cambodia.
FAQ — Warranty and Policy
How long is the warranty period?
Warranty duration depends on the type of service. Details are discussed and confirmed before or at the time of treatment at DIVA Skin Clinic Poipet.
Berapa lama garansi treatment di DIVA Poipet? (ID)
Durasi garansi tergantung jenis layanan. Detail disampaikan sebelum atau saat treatment di DIVA Skin Clinic Poipet.
Chính sách bảo hành bao lâu? (VI)
Thời gian bảo hành tùy theo loại dịch vụ. Chi tiết được thông báo trước hoặc tại thời điểm điều trị tại DIVA Skin Clinic Poipet.
Can I get a refund if I'm not happy with results?
Refund eligibility depends on the specific situation. Results that vary due to individual skin response or lifestyle are generally not eligible for refund — this is explained clearly during consultation.
What if I have a reaction after treatment?