Warranty, Treatment Support & Refund Policy

1. 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.

2. 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.

3. 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.

4. 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

5. 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

6. 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

7. 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

8. How to Request Support

To request warranty consideration, treatment support, or refund review at DIVA Skin Clinic Poipet:

• Contact DIVA Skin Clinic Poipet via WhatsApp +855 97 855 7200 or Telegram @diva_glow_poipet
• Provide your treatment date, services received, and description of the concern
• Submit clear photos of the concern if applicable
• Avoid applying new products or receiving treatment elsewhere before contacting DIVA