4. TERMS & CONDITIONS

Last updated: 2 October 2026

TERMS & CONDITIONS

These Terms and Conditions apply to the website, products, and services offered by PT NEUTRA BALI INDONESIA, trading as Neutra Bali.

By placing an order with us, you agree to these Terms and Conditions together with our Privacy Policy, Refund Policy, and Shipping & Delivery Policy.

1. Seller Information

The seller is:

PT NEUTRA BALI INDONESIA
Trading as Neutra Bali
NIB: 2809260070983

Registered office:

Jl. Gunung Soputan Gg. Ulunsuwi I No. 8
Pemecutan Kelod, Denpasar Barat
Kota Denpasar, Bali 80119
Indonesia

Email: info@neutrabali.com
Phone / WhatsApp: +62 823-4222-9093

2. Products

Neutra Bali sells shower filtration products, replacement cartridges, and related products and services.

We make reasonable efforts to ensure product descriptions, photographs, specifications, pricing, and availability are accurate.

Minor differences in appearance, packaging, manufacturing details, or other non-material characteristics may occur.

3. Water-Filtration Information

Filtration performance depends on factors including water composition, water pressure, installation, usage, cartridge condition, and local water quality.

Our shower filtration products are intended for shower-water filtration and related household use as described on the relevant product page.

Unless a product is specifically certified and described for such use, our shower filters are not intended to make microbiologically unsafe or otherwise unsafe water suitable for drinking.

Nothing on our website should be interpreted as medical advice or as a guarantee of a particular medical, dermatological, or health result.

4. Prices

Prices are displayed in Indonesian Rupiah (IDR) unless expressly stated otherwise.

Prices may change at any time before an order is confirmed. Changes will not affect an already confirmed order.

Any applicable additional charges will be disclosed before the customer completes the relevant transaction where required.

5. Orders

Submitting an order constitutes an offer to purchase the selected products or services.

We may contact you to confirm product availability, delivery information, installation details, payment, or other information necessary to complete the transaction.

We may decline or cancel an order where reasonably necessary, including where:

• A product is unavailable

• Incorrect pricing or product information was displayed

• Payment cannot be verified

• Fraud or unauthorized activity is reasonably suspected

• Delivery cannot reasonably be completed

• The transaction would violate applicable law

If we cancel a prepaid order, amounts paid for the cancelled portion will be refunded.

6. Payment

Available payment methods will be communicated during checkout or order confirmation and may include:

• Indonesian bank transfer

• Online payment methods

• QRIS, virtual accounts, e-wallets, cards, or other methods when available

• Cash on delivery where offered

Online payments may be processed by PT Midtrans ("Midtrans") and/or other authorized payment institutions made available during checkout.

When a third-party payment provider is used, the payment transaction may also be subject to that provider's applicable terms, conditions, and privacy notice.

An order may remain pending until payment has been confirmed, except for approved cash-on-delivery orders.

Neutra Bali will never ask customers to send sensitive information such as full card PINs, online-banking passwords, or one-time passwords by WhatsApp or email.

7. Delivery

We currently provide delivery primarily within Bali, Indonesia.

Delivery availability, expected time, and any applicable conditions depend on location, order time, courier availability, traffic, weather, and other operational factors.

Our full delivery conditions are described in our Shipping & Delivery Policy.

8. Installation Services

Where installation is offered, the price and scope of the installation service will be communicated before the service is confirmed.

Customers are responsible for ensuring reasonable access to the installation location and for informing us of unusual fittings, plumbing conditions, damage, or other conditions that may affect installation.

Our installer may decline or stop an installation where the installation cannot reasonably or safely be completed.

9. Returns, Defects, and Refunds

Returns, replacements, cancellations, and refunds are handled according to our Returns & Refund Policy and applicable Indonesian consumer-protection law.

Nothing in these Terms limits consumer rights that cannot legally be excluded.

10. Customer Information

Customers are responsible for providing accurate contact, payment, and delivery information.

Additional costs resulting directly from incorrect or incomplete information provided by the customer may be charged where permitted by law.

11. Intellectual Property

Unless otherwise stated, the Neutra Bali name, branding, website design, photographs, graphics, written content, videos, and other original materials appearing on this website are owned by or licensed to PT Neutra Bali Indonesia.

They may not be reproduced or used commercially without permission except where permitted by law.

12. Website Availability

We make reasonable efforts to keep our website available and accurate but cannot guarantee uninterrupted or error-free access at all times.

We may modify or temporarily suspend website functionality where necessary for maintenance, security, upgrades, or other operational reasons.

13. Liability

We remain responsible for obligations that cannot legally be excluded or limited.

To the extent permitted by applicable law, we are not responsible for indirect or consequential losses that were not reasonably foreseeable from the transaction.

Nothing in these Terms excludes liability or consumer remedies where exclusion would be prohibited by applicable Indonesian law.

14. Events Outside Our Reasonable Control

Delivery or performance may occasionally be affected by circumstances outside our reasonable control, including severe weather, natural disasters, courier disruption, government action, telecommunications failure, or other comparable events.

We will make reasonable efforts to communicate significant delays and complete the transaction as soon as reasonably possible.

15. Governing Law and Disputes

These Terms and transactions with Neutra Bali are governed by the laws of the Republic of Indonesia.

If a dispute occurs, we encourage customers to contact us first so that we can attempt to resolve the matter directly.

Nothing in these Terms prevents a consumer from using a competent consumer-dispute body, court, regulator, or other remedy available under applicable law.

16. Language

These Terms are intended to be available in both Bahasa Indonesia and English.

For transactions with consumers in Indonesia, the Bahasa Indonesia version should be made available in accordance with applicable Indonesian requirements.

17. Changes to These Terms

We may update these Terms from time to time.

The version applicable to an order is generally the version available when the relevant transaction is entered into, subject to mandatory legal requirements.

18. Contact

PT NEUTRA BALI INDONESIA
Trading as Neutra Bali

Email: info@neutrabali.com
Phone / WhatsApp: +62 823-4222-9093