Post-Treatment Support and Refund Review Policy

DIVA SKIN CLINIC POIPET

POST-TREATMENT SUPPORT & REFUND REVIEW POLICY

• Policy Introduction
• Scope of Application
• Post-Treatment Support Policy
• Important Notes on Treatment Results
• Commitment Regarding Products Used at the Clinic
• Conditions for Support Review
• Forms of Support That May Apply
• Cases That May Fall Outside the Scope of Support
• Responsibilities of DIVA Skin Clinic Poipet
• Client Responsibilities
• Refund Review Policy
• Cases Where Refunds Do Not Apply
• Cases That May Be Considered for a Refund
• Process for Requesting Support or Refund Review

15. Frequently Asked Questions

• Contact
• For Indonesian Clients
• Contact DIVA Skin Clinic Poipet
• Policy Introduction

At DIVA Skin Clinic Poipet, we always aim to provide skin-treatment and aesthetic services in a clear, professional and transparent manner.

This policy has been developed to help clients understand the scope of post-treatment support, the conditions for warranty review where appropriate, and the refund-review process if an issue arises.

The aim of this policy is to protect the interests of both clients and the clinic, while ensuring that every case is handled fairly, clearly and consistently.

This policy does not replace an in-person examination or consultation. Any form of support will be considered based on the actual condition after the clinic has reviewed it.

• Scope of Application

This policy applies to services performed at DIVA Skin Clinic Poipet, including but not limited to:

Skin treatment.

Treatment for acne, dark marks, melasma, pores, acne scars and skin renewal.

Laser and aesthetic technologies.

Aesthetic injectables: Botox, filler, skinbooster, mesotherapy, Rejuran, Profhilo and other suitable injectable products.

Cosmetic tattooing.

Body treatment.

Whitening IV infusion and aesthetic wellness care.

Weight-management support.

Other aesthetic services performed at the clinic.

• Post-Treatment Support Policy

DIVA Skin Clinic Poipet provides post-treatment follow-up support for services performed at the clinic.

Support will depend on:

The type of service performed.

The client’s initial condition.

The treatment method selected.

The agreed treatment scope before the procedure.

The client’s level of compliance with post-treatment care instructions.

The homecare products used by the client after treatment.

Each service or program may have a different support period. The support period is calculated from the date the treatment session or the final session of the program is completed at DIVA Skin Clinic Poipet.

• Important Notes on Treatment Results

DIVA Skin Clinic Poipet performs treatment based on the actual condition, the client’s preferences, appropriate methods and the agreed treatment scope.

However, treatment results may vary between clients and cannot be guaranteed to be identical for everyone.

Results may be affected by:

Skin condition before treatment.

The severity and duration of the concern.

Individual constitution and recovery ability.

Age, hormones, underlying health, and individual biological response.

Lifestyle, sleep, stress and diet.

Level of sun exposure.

Sunscreen use.

Home skincare routine.

Level of compliance with post-treatment instructions.

Number of completed treatment sessions.

Use of outside products or treatment elsewhere.

One treatment session may help improve the skin to a certain extent, but many concerns—such as persistent acne, melasma, acne scars, pores, weak skin or ageing—often require multiple sessions combined with suitable homecare for clearer and more stable results.

• Commitment Regarding Products Used at the Clinic

For services that use branded products, DIVA Skin Clinic Poipet prioritises products from verified supply sources.

Depending on the product type, packaging may include:

Brand name.

Product name.

Expiry date.

Batch number.

Seal.

Supplier label or authentication mark, if available.

Clients may request to check products before receiving injectable services or services that use branded products.

After a product has been opened and used, the packaging may be disposed of according to the clinic’s hygiene procedures. Therefore, if you wish to check a product, please request this before the treatment session begins.

• Conditions for Support Review

A client may be considered for post-treatment support if all of the following conditions are met:

The service was performed at DIVA Skin Clinic Poipet.

The client has followed the post-treatment care instructions provided by the clinic.

The client contacts the clinic within the appropriate support period.

The client provides clear photos, treatment date, treatment history and information about products used after treatment.

The client has not independently used strong products, outside products, self-treated at home, or received treatment elsewhere during the recovery period without informing the clinic.

The issue is directly related to the service performed at DIVA Skin Clinic Poipet.

• Forms of Support That May Apply

Depending on each specific case, DIVA Skin Clinic Poipet may provide one or more of the following forms of support:

Reassessment of the skin condition.

Consultation and post-treatment care guidance.

Follow-up of post-treatment reactions.

Adjustment of the subsequent care or treatment plan where appropriate.

Skincare-product support when necessary.

Additional treatment or correction where a technical issue on the clinic’s side is confirmed.

Consideration of appropriate options for unused sessions in a program, if any.

The form of support will be decided after the clinic rechecks the actual condition and identifies the likely related cause.

• Cases That May Fall Outside the Scope of Support

Some cases may fall outside DIVA Skin Clinic Poipet’s scope of support, including:

The client uses outside skincare products not supplied or approved by the clinic.

The client independently applies strong active ingredients, acids, retinol, peels, acne medication or unsuitable brightening products after treatment.

The client independently squeezes, picks, scratches, peels skin, massages strongly or self-treats the newly treated area.

The client receives additional treatment elsewhere during the recovery period.

The client does not follow post-treatment care instructions.

The client does not use sunscreen correctly after laser, peel, melasma treatment, dark-mark treatment, skin renewal or brightening treatment.

The client hides or does not provide important information such as allergies, current medication, pregnancy, related conditions or recent procedures.

The issue arises from individual constitution, lifestyle, diet, lack of sleep, stress, hormones or factors outside the clinic’s control.

The client contacts the clinic too late, after the condition has changed or exceeded the appropriate support period.

• Responsibilities of DIVA Skin Clinic Poipet

DIVA Skin Clinic Poipet is responsible for:

Services performed at the clinic.

The technique and method used during the treatment session.

Products supplied by the clinic and used during the treatment session.

Post-treatment care instructions provided by the clinic.

Follow-up and consultation related to services performed at the clinic.

Issues arising from outside products, self-treatment, treatment elsewhere, failure to follow instructions, or information not fully provided by the client may not fall within the clinic’s scope of responsibility.

• Client Responsibilities

To ensure that treatment and post-treatment support are effective, clients are responsible for:

Providing accurate information about their skin condition, health, allergies, current medications, current skincare products and recent treatments.

Informing the clinic if they are pregnant, breastfeeding, have underlying conditions or are using special medications.

Following post-treatment care instructions.

Not independently using strong products or receiving additional treatment without asking the clinic.

Not self-treating the newly treated area.

Using sunscreen as instructed, especially after laser, peel, brightening, dark-mark treatment, melasma treatment or skin renewal.

Contacting the clinic early if there is an unusual reaction.

Sending clear photos, the treatment date and information about products used if the clinic needs to reassess the situation.

• Refund Review Policy

DIVA Skin Clinic Poipet has a refund-review policy to ensure fairness for both clients and the clinic.

Refunds are not applied automatically. Each case needs to be reviewed, assessed and its cause identified before a final decision is made.

Refunds do not apply simply because the result is not the same as another client’s result, an image online, or an expectation that was not agreed before treatment.

• Cases Where Refunds Do Not Apply

DIVA Skin Clinic Poipet does not apply refunds in the following cases:

The client has started and used the service.

The result is not exactly the same as another client’s result or a reference image.

The result is affected by individual constitution, initial skin condition, lifestyle, homecare or individual biological response.

The client does not follow post-treatment care instructions.

The client uses outside products or receives treatment elsewhere during the recovery period without informing the clinic.

The client changes their personal decision after the service has started.

The client has expectations beyond the treatment scope that was explained.

An unwanted reaction or result arises from outside products, self-treatment, incorrect sun protection or care contrary to instructions.

The client does not provide complete important information before treatment.

The client contacts the clinic after the appropriate support period has ended.

• Cases That May Be Considered for a Refund

DIVA Skin Clinic Poipet may consider a partial or full refund in the following cases:

A serious technical error on the clinic’s side is confirmed and significantly affects the client.

The practitioner confirms that the selected treatment method was unsuitable for the client’s actual condition, and this issue was not assessed or explained before the treatment began.

The client has paid for a treatment program but has not started any treatment session at DIVA Skin Clinic Poipet.

In the cases above, the clinic will recheck the situation, assess the cause and discuss it clearly with the client before deciding on the appropriate resolution.

• Process for Requesting Support or Refund Review

Step 1: The client contacts DIVA Skin Clinic Poipet directly through WhatsApp or Telegram and clearly explains the issue they are experiencing.

15. Frequently Asked Questions

Does DIVA Skin Clinic Poipet provide post-treatment support?

Yes. The clinic provides post-treatment follow-up support for services performed at DIVA Skin Clinic Poipet. The scope of support depends on the service type, actual condition and level of compliance with post-treatment instructions.

Can I check the product before treatment?

Yes. For injectable services or services using branded products, clients may request to check the product before it is opened and used.

If I am not satisfied with the result, can I receive a refund?

Refunds are not applied automatically. The clinic needs to review the condition, treatment process, post-treatment care and factors affecting the result before making a decision.

What if I have started a program but want to stop?

The part of the service that has been used will not be refunded. For unused sessions in a package, clients may contact the clinic to have an appropriate option considered.

What should I do if my skin reacts after treatment?

Clients should contact DIVA Skin Clinic Poipet as early as possible through WhatsApp or Telegram, sending clear photos, the treatment date and products used after treatment so the clinic can review and advise.

Does using outside products affect post-treatment support?

Yes. If an unwanted reaction or result is related to products not supplied or approved by DIVA Skin Clinic Poipet, the case may fall outside the clinic’s scope of support.

Does one treatment session guarantee clear improvement?

It depends on the condition. One session may help the skin improve to a certain degree, but many concerns—such as acne scars, melasma, persistent acne, pores, weak skin or ageing—often require multiple sessions combined with homecare for clearer results.

• Contact

If clients have questions about the post-treatment support policy, warranty review or refund review, please contact DIVA Skin Clinic Poipet before beginning treatment.

DIVA Skin Clinic Poipet | Post-Treatment Support & Refund Review Policy

• 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 DIVA SKIN CLINIC POIPET, 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.

• Contact DIVA Skin Clinic Poipet

You can contact DIVA Skin Clinic Poipet through WhatsApp or Telegram before visiting.

About the Author and Editorial Review

Content is prepared by the DIVA Skin Clinic Poipet team and professionally reviewed by Nguyen Hai Dang (Founder & Treatment Practitioner) before publication.

This information is for general education and does not replace direct in-clinic assessment or diagnosis. Results and suitability vary by client.

View the full author profile: /nguyen-hai-dang/