Terms and Conditions
Last updated: 1 September 2026
These Terms and Conditions apply to your use of the Cocoon Medical Spa website and to enquiries, consultations, appointments, treatments, packages, promotions, products and gift vouchers.
Cocoon Medical Spa is operated by PT Spa Kepompong Cantik in Bali, Indonesia. By using our website, submitting a form, booking an appointment or purchasing a product or service, you agree to these Terms and Conditions.
1. Medical information and consultations
Information on this website is provided for general guidance. It does not replace an individual consultation, diagnosis or advice from a qualified medical professional.
A consultation may be required before treatment. Submitting an online form, photograph or video does not confirm that you are suitable for treatment.
Our practitioners may decline, postpone or modify a treatment when they believe it is not safe, suitable or likely to meet reasonable expectations.
This website and our online forms must not be used for medical emergencies.
2. Information you provide
You are responsible for providing complete and accurate information about your health, allergies, medication, supplements, previous procedures and other matters relevant to your treatment.
You must tell us if this information changes before your appointment.
Incomplete, inaccurate or withheld information may affect your treatment suitability, safety, recovery and results.
3. Appointments
Appointments are subject to practitioner, location and treatment-room availability.
A deposit, advance payment or valid payment method may be required to secure a booking. Your appointment is confirmed only after you receive confirmation from Cocoon.
Please arrive at least 15 minutes before your appointment unless advised otherwise. If you arrive late, your treatment may need to be shortened, rescheduled or cancelled. The full treatment price may still apply.
Complimentary transport, when offered, is subject to availability and must be confirmed in advance.
4. Cancellations and missed appointments
Please provide at least 24 hours’ notice if you need to change or cancel an appointment.
For cancellations made with less than 24 hours’ notice or missed appointments:
- A booking deposit may be retained
- A cancellation fee may apply
- A prepaid treatment or package session may be deducted
- Future bookings may require advance payment
If Cocoon needs to reschedule an appointment, we will offer an alternative. We are not responsible for travel, accommodation or other related costs, except where required by law.
5. Prices and payment
Prices may depend on the treatment, product, quantity, treatment area and personalised plan.
Website prices and starting prices are provided as guidance unless confirmed as final. You will be informed of the applicable price before treatment.
Payment is required according to the terms given when you book or accept a treatment plan. Additional treatments, products or services will be charged separately.
Bank, card-processing, currency-conversion or transfer fees charged by your provider remain your responsibility appointment. Cocoon is not responsible for travel, accommodation or other costs incurred because an appointment needs to be changed, except where required by applicable law.
6. Packages and prepaid treatments
Packages and prepaid treatments:
- Must be used within their stated validity period
- Cannot be exchanged for cash
- Are non-refundable except where required by law or agreed by Cocoon
- Cannot normally be combined with another promotion or discount
- Remain subject to consultation and treatment suitability
- May lose a session following a late cancellation or missed appointment
With prior written approval, Cocoon may allow unused sessions to be transferred to another person. The new recipient must complete any required consultation and be considered suitable for treatment.
7. Promotions and gift vouchers
Promotions are subject to their published dates, locations, availability, inclusions and exclusions.
Unless stated otherwise, promotions cannot be combined with another offer, package, discount or gift voucher and cannot be exchanged for cash.
Gift vouchers are valid until the expiry date shown. If no expiry date is stated, the standard validity period is 12 months from purchase.
Gift vouchers cannot be redeemed for cash. Extension requests must be made before expiry and remain subject to approval and any applicable administration fee.
All promotional treatments and gift-voucher services remain subject to consultation and suitability.
8. Treatment risks and results
Medical, aesthetic and wellness treatments can involve risks, side effects, limitations and recovery requirements.
Your practitioner will explain the relevant treatment, expected benefits, alternatives, possible risks and aftercare before you proceed. Some treatments require a separate consent form.
You understand that:
- Results vary between individuals
- Results cannot be guaranteed
- More than one session may be needed
- Maintenance treatments may be recommended
- Recovery and downtime vary
- Temporary or unexpected side effects may occur
Images and before-and-after results show individual experiences and do not guarantee that you will achieve the same outcome.
9. Aftercare and treatment concerns
Good results depend partly on following the instructions provided by your practitioner.
You agree to follow relevant preparation, aftercare and recovery guidance and to contact Cocoon promptly if you experience an unexpected reaction or concern.
If you are concerned about your treatment or result, our medical team may ask you to attend a review or provide updated information or photographs.
Any additional or corrective treatment will depend on medical assessment. It is not automatically included or guaranteed.
The Cocoon Guarantee may not apply when relevant medical information was withheld, instructions were not followed or another provider subsequently treated the same area.
10. Products
Product descriptions and ingredient information are provided for general guidance. Individual responses and sensitivities vary.
First-time users should perform a patch test where appropriate and follow the product instructions. Stop using a product if you experience an adverse reaction and seek medical advice when necessary.
Due to hygiene and safety considerations, opened or used products cannot normally be returned. Mandatory consumer rights remain unaffected.
11. Website content and external services
We take reasonable care to keep website information accurate and current. However, prices, treatments, availability, practitioners, promotions, policies and opening hours may change.
The website may contain errors or links to external websites and services. Cocoon does not control and is not responsible for third-party content, availability, security, policies or services.
Review the applicable terms and privacy policies before providing information or making a payment through an external service.
12. Privacy, photographs and communications
Our handling of personal information, medical information, photographs, videos and website data is explained in our Privacy Policy.
Clinical photographs and videos will not be used for advertising, social media, case studies or other promotional purposes without separate consent.
By contacting us through email, WhatsApp, social media or another communication service, you acknowledge that the service provider may process information under its own terms and privacy policy.
13. Age and conduct
You must be at least 18 years old to independently book or consent to medical treatment. Treatment involving a person under 18 requires prior agreement and the involvement of an appropriate parent or legal guardian.
Cocoon may refuse or discontinue non-emergency service where a person behaves abusively, provides misleading information, refuses reasonable safety instructions or requests treatment considered inappropriate or unsafe.
14. Responsibility, governing law and contact
Cocoon will provide services with reasonable care and professional attention.
To the extent permitted by law, Cocoon is not responsible for losses caused by incomplete information, failure to follow instructions, individual biological response, normal treatment risks, treatment by another provider or events outside our reasonable control.
Nothing in these Terms excludes rights or responsibilities that cannot legally be excluded.
These Terms are governed by the laws of the Republic of Indonesia. We may update them when our services, policies or legal obligations change. The current version will be published on this page.
For questions, contact:
Cocoon Medical Spa
PT Spa Kepompong Cantik
Email: info@cocoonmedicalspa.com
WhatsApp: +62 811 388 815