Terms of Service

Last updated: 04 November 2025

These Terms of Service (“Terms”) govern your access to and use of Sanctu’s website, applications (including PWA), and services (collectively, the “Platform”). By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

Sanctu operates a marketplace that connects clients with independent wellness professionals (“Providers”). Sanctu does not itself provide therapeutic or medical services.

1. Who We Are

Sanctu Bali, Indonesia General: reach.us@sanctu.id Support: support@sanctu.app Legal/Privacy: legal@sanctu.app / privacy@sanctu.app

2. Using Sanctu

• You must be at least 18 years old and capable of entering into a contract.
• Create and maintain an account with accurate information. Keep your credentials secure.
• You are responsible for all activity under your account.

3. The Marketplace

• Sanctu enables searching, booking, messaging, and payments for on-site services (e.g., at villas/hotels/homes).
• Services are performed by independent Providers who control their own schedules, methods, and qualifications.
• Sanctu may verify information but does not guarantee Provider licensing/quality—please exercise judgment.

4. Bookings, Pricing & Payments

• Prices are displayed in IDR and may include Platform/processing fees.
• Payments are processed securely via a third-party processor (e.g., Midtrans). Sanctu does not store full card details.
• A booking is confirmed when you receive Sanctu’s confirmation screen/email.

4.1 Cancellations & Refunds

• > 24 hours before start time: full refund.
• 12–24 hours before start time: 50% refund.
• < 12 hours before start time or no-show: no refund.
• If a Provider cancels, you’ll receive a full refund.
• Refunds are returned to the original payment method. Bank/wallet processing times may apply (typically 5–7 business days).

4.2 Rescheduling

• Rescheduling depends on Provider availability. Late reschedules may follow the cancellation policy above.

5. On-Site Access & Safety

You agree to provide safe, clean access to the service area and comply with venue rules. Any harassment, illegal activity, or unsafe conditions may result in service refusal or termination, with refunds per Section 4.1.

6. Health & Wellness Disclaimers

• Sanctu is not a medical provider and does not diagnose, treat, or prescribe.
• Consult a physician regarding any conditions, pregnancy, injuries, or allergies.
• Tell your Provider about relevant health information before the session.

7. Prohibited Use

You agree not to:

• Break laws or infringe third-party rights;
• Harass, threaten, or endanger Providers or others;
• Interfere with the Platform, scrape data, or reverse-engineer;
• Misrepresent identity, qualifications, or booking intent.

8. Reviews & Feedback

By submitting reviews, photos, or feedback, you grant Sanctu a non-exclusive, worldwide, royalty-free license to use and display that content for Platform operations and marketing, as permitted by applicable law and our Privacy Policy.

9. Provider Terms (Summary)

Providers must hold required licenses/permits, deliver services professionally, follow safety and hygiene standards, honor bookings or cancel with reasonable notice, and comply with payout and tax obligations. (Full Provider Terms may be provided separately.)

10. Intellectual Property

The Platform (content, code, design, trademarks, and logos) is owned by Sanctu or its licensors. You may not copy, modify, distribute, or create derivative works without prior written consent.

11. Third-Party Services

The Platform may integrate third-party services (e.g., payments, messaging, hosting). Their terms and privacy practices govern your use of those services. Sanctu is not responsible for third-party actions.

12. Liability & Indemnity

Marketplace disclaimer. Services are provided by independent Providers. Sanctu is not responsible for service quality, safety, legality, or outcomes.

To the maximum extent permitted by law:

• Sanctu’s total liability for any claim is limited to the amount you paid for the relevant booking;
• Sanctu is not liable for indirect, incidental, special, or consequential damages.

You agree to indemnify Sanctu against claims arising from your misuse of the Platform or violation of these Terms.

13. Disputes & Governing Law

We encourage contacting support first to resolve issues. If unresolved, disputes shall be resolved by confidential arbitration in Jakarta, Indonesia, under the laws of the Republic of Indonesia. You waive class actions to the extent permitted by law.

14. Changes to These Terms

We may update these Terms. Material changes will be notified in-app or by email. Continued use after changes means you accept the updated Terms.

15. Contact

• General: reach.us@sanctu.id
• Support: support@sanctu.app
• Legal: legal@sanctu.app