BOOKING, DEPOSIT & CANCELLATION POLICY
HiSUGARS
At HiSUGARS, we operate with a structured booking system to ensure every client receives focused, uninterrupted treatment time.
To ensure a smooth and relaxed experience for every client, we reserve dedicated time for each appointment. The following guidelines help us manage our schedule and provide consistent, high-quality service.
To ensure smooth scheduling for both our clients and therapists, HiSUGARS applies the following booking and cancellation policies.
These guidelines help us protect appointment availability and maintain the high-quality service our clients expect.
By booking an appointment with HiSUGARS, you agree to the following terms.
1. WHEN A DEPOSIT IS REQUIRED
To secure your appointment at HiSUGARS, a small deposit is required.
This allows us to reserve dedicated time with your therapist and ensure a smooth experience for all clients.
2. DEPOSIT AMOUNT
The standard deposit is IDR 150,000, which will be applied toward your final payment at the appointment.
For bookings with a total value above IDR 1,000,000, a deposit of IDR 250,000 is required.
Your appointment is only confirmed once the deposit has been received. Deposits must be completed within 60 minutes to secure your booking. If the deposit is not received within this time, the appointment may be released.
3. CANCELLATION & RESCHEDULING POLICY
Clients may cancel or reschedule their appointment up to 24 hours before the scheduled appointment time.
More than 24 hours before the appointment
If you cancel or reschedule more than 24 hours in advance, your deposit can be transferred to a new booking. The deposit will be applied to your next appointment.
Within 24 hours of the appointment
As appointments are reserved specifically for you, changes within 24 hours make it difficult to offer the slot to another client. If you cancel within 24 hours, the deposit will normally be forfeited.
However, HiSUGARS may offer a one-time courtesy transfer if:
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you contact us before your appointment time, and
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you rebook immediately
In this case, the deposit may be transferred once to the new appointment.
If the appointment is cancelled again, the deposit will be forfeited.
No-show
If you do not attend your appointment without notice, the deposit will be forfeited.
4. LATE ARRIVAL POLICY
To ensure all clients receive their full treatment time, we kindly ask you to arrive on time for your appointment.
Up to 10 minutes late
Your appointment will continue as scheduled. Our therapist will do their best to complete the service as planned.
10–15 minutes late
Your service may need to be adjusted or shortened to avoid delaying the next client.
More than 15 minutes late
If you arrive more than 15 minutes late, your appointment may need to be rescheduled, depending on therapist availability. In this case, the deposit may be forfeited, and a new appointment will need to be booked.
5. REFUND POLICY
Deposits are used to reserve dedicated therapist time and are therefore applied to your appointment.
Deposits are generally non-refundable, as they are used to secure therapist time and appointment availability.
Instead, deposits are:
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applied to your final bill at the appointment, or
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transferred to a new booking when cancellation rules are followed
When deposits can be transferred
Deposits may be transferred when:
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you cancel more than 24 hours before your appointment, or
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you cancel within 24 hours and re-book immediately (one-time courtesy transfer)
When deposits are forfeited
The deposit will be forfeited if:
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you cancel within 24 hours and do not re-book immediately
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you do not attend your appointment (no-show)
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you arrive more than 15 minutes late and the appointment cannot proceed
When deposits are refunded
Refunds are issued only when HiSUGARS is responsible for the cancellation, such as:
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the salon cancels the appointment
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the therapist becomes unavailable
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the booked service cannot be performed
Refunds will be processed through the original payment method whenever possible.
If this is not technically possible, the refund may be issued as:
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salon credit, or
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cash collected at the salon
Exceptional situations
In rare cases (such as illness or emergencies), decisions may be made at management discretion.