Terms of Service
These Terms of Service govern the use of the Sandra Pinheiro Estética website and of the clinic's digital customer service channels. By browsing the website or using these channels, the user declares that they are aware of these conditions.
The processing of personal data is described in the Privacy Policy, which supplements these Terms.
Identification
Trade name: Sandra Pinheiro Estética.
Company name: 59.773.208 SANDRA CECILIA ARAUJO PINHEIRO (sole proprietor).
CNPJ (Brazilian company tax ID): 59.773.208/0001-96.
Address: QRSW 7, Lote 3, Loja 18, Ed. Verdes Mares, Sudoeste, Brasília/DF, CEP 70675-700, Brazil.
Email: sandrapinheiroestetica@gmail.com.
Website: www.sandrapinheiroestetica.com.br.
Use of the website
The website presents institutional information, descriptions of services, promotional campaigns and the clinic's contact channels. Access is free of charge and requires no registration or login.
The user undertakes to use the website lawfully, without impairing its operation, without attempting to access restricted areas and without posting, in the comments, content that is offensive, illegal, misleading or that violates the rights of third parties. Comments are moderated and may not be published or may be removed.
Information about the services
The descriptions of aesthetic services published on the website are for information purposes only and do not replace the individual assessment carried out by the clinic's professional.
The suitability, the number of sessions and the result of each procedure depend on each person's characteristics and on the prior assessment, which includes the Anamnesis Form (health history form) described below. Contraindications and care instructions provided by the clinic must be observed. No result is guaranteed.
Anamnesis Form (mandatory)
Completing the Anamnesis Form is mandatory before any procedure is performed. No procedure is started until the form has been properly completed, and refusal to complete it prevents the procedure from being performed.
The information provided must be true, complete and up to date. The client must report health conditions, use of medication, allergies, pregnancy, recent procedures and any other information relevant to the safety and suitability of the service. Whenever there is a relevant change to the information provided, the form must be updated before any new procedure.
The professional may refuse, suspend or postpone the procedure when the anamnesis indicates a contraindication, a need for additional assessment or a situation incompatible with performing the service safely. The Anamnesis Form does not replace a medical assessment when one is necessary.
The information in the form, including health data, is processed in accordance with the Privacy Policy.
Contraindications and temporary conditions
The performance of aesthetic procedures is subject to a safety assessment and to the absence of relevant contraindications. The clinic may postpone, interrupt or decline to perform a given procedure when it identifies temporary health conditions, lesions, infections, effects of alcohol or other substances, or any circumstances that may compromise the safety and well-being of the client or the professional. Examples: infectious and contagious diseases in an active phase; open wounds or lesions in the treatment area; signs of infection; effects of alcohol or other psychoactive substances that compromise safety.
Contraindications vary according to the procedure: some are absolute, others are relative and require assessment, and there are temporary conditions that may allow the procedure to be performed at another time. In such situations, the decision will be based on the professional assessment and on the characteristics of the procedure, while preserving the confidentiality of health information, respect for the client and the rights provided for in applicable law.
Where possible and appropriate, the option to reschedule will be offered, without the automatic application of a penalty or loss of the session.
Appointments, rescheduling and cancellations
Appointments are made through the clinic's customer service channels and depend on the availability of time slots. The rules on punctuality, delays, cancellations and no-shows are set out in the next section.
For purchases subject to the 2027 Commercial Policy, each appointment or session may be rescheduled no more than three times; a fourth attempt is not permitted. Only an actual change of the date, the time or both counts as a rescheduling. The following do not count as a rescheduling: an operation cancelled before confirmation, a simple correction of the time, an adjustment of duration, a correction of registration details and other changes that do not constitute an actual rebooking of the session. Appointments, reschedulings and sessions must respect the validity period of the purchase.
Purchases made up to December 31, 2026 follow the rescheduling conditions in force on the date of purchase, including with regard to reschedulings beyond the third, where permitted under those conditions.
Punctuality, delays, cancellations and no-shows
So that each client is seen at the reserved time, we ask for punctuality. Appointments are not extended in a way that would affect the times of the following clients.
1. Delay of up to 15 minutes: normal tolerance; the appointment takes place with no penalty for the delay.
2. Delay of more than 15 and up to 30 minutes: the appointment may be carried out or rescheduled, depending on the availability of the schedule and the technical feasibility of the procedure, without affecting the times of other clients.
3. Delay of more than 30 minutes: the appointment is considered cancelled due to lateness, and the reserved time slot is released.
In the event of a no-show, or a delay of more than 30 minutes, due to force majeure, the appointment may exceptionally be rescheduled upon justification. Acceptance is at the clinic's discretion, taking into account the circumstances and the availability of the schedule.
We ask that cancellations and rescheduling be communicated, preferably, 24 hours in advance, so that the time slot can be offered to another client.
The cancellation of an appointment, including due to lateness, does not in itself imply cancellation of the contract, a fine, loss of a paid session or deduction from a package balance. The commercial conditions accepted at the time of purchase and the rights guaranteed by law remain valid.
2027 Commercial Policy: validity and expiry
The 2027 Commercial Policy applies only to purchases of services and packages (recorded by the clinic as a Comanda) made from January 1, 2027. It does not apply retroactively: purchases made up to December 31, 2026 remain subject to the conditions in force on the date of purchase, even if sessions, appointments or reschedulings take place in 2027.
Start of validity: the validity period starts on whichever occurs first: the first appointment or session, or the 30th day after the date of purchase.
Term: from that start, the purchase is valid for 6 calendar months (if the corresponding day does not exist in the last month, the last day of that month applies). The last day of the term is included in the validity period.
Expiry: at the end of the validity period, the purchase is closed and any unused sessions expire, with no automatic refund of the corresponding amounts and no automatic reopening. The history of the purchase, payments, appointments, reschedulings and services provided is preserved. Any exception depends on an express decision by the clinic's management, where applicable.
Prices and commercial terms
The prices published on the website and in the customer service channels may be updated over time. A published offer is binding on the clinic under the Consumer Protection Code, for the period and under the conditions stated. The price applied is the one in force on the date of purchase, and subsequent price changes do not alter purchases already made.
The applicable commercial conditions, including validity and rescheduling rules, are presented to the client transparently before the purchase. Where the means to do so are available, the clinic may record the version of the conditions presented, the date on which the client was informed, the channel used and the client's confirmation or acceptance.
Campaigns, promotions and events
The clinic may run campaigns, promotions and events with specific conditions. The conditions for participation, use, eligibility, validity and any limitations of each campaign or event are presented in the corresponding promotional material, and participation is subject to the conditions stated therein.
Offers comply with applicable legislation, especially the Consumer Protection Code, and the specific conditions of a campaign do not override the consumer's legal rights. Campaigns do not alter previous purchases, which remain subject to the conditions in force on the date they were made.
Customer service channels
The official customer service channels are the clinic's WhatsApp (+55 61 99914-1173), the email sandrapinheiroestetica@gmail.com, in-person service at the clinic's address and the clinic's official profiles on Instagram and Facebook.
The clinic does not request passwords, verification codes or payments through any channels other than these. If in doubt about the authenticity of a message, the client should confirm it through the official channels.
Lótus System
The Lótus System is the internal management platform used by the clinic for scheduling, client registration, service records, commercial control and communications. Access to the system is restricted to the clinic's team and protected by authentication. Clients do not have an access account to the system.
Responsibilities
The clinic undertakes to provide correct information about its services, to maintain the official customer service channels and to process personal data in accordance with the Privacy Policy.
The user is responsible for the accuracy of the information they provide, including health information relevant to the assessment of procedures, and for following the guidance received. The clinic is not liable for temporary unavailability of the website caused by maintenance, technical failures or third-party services, nor for the content of external websites and platforms accessed through links, without prejudice to the liabilities provided for by law, including in the Consumer Protection Code.
Consumer rights
The relationship between the clinic and its clients is governed by the Consumer Protection Code — Law No. 8.078 of September 11, 1990. In accordance with it, the clinic undertakes to:
- provide clear and adequate information about the services, their characteristics, prices and risks;
- publish offers transparently and fulfill what is advertised;
- provide the services safely, observing the Anamnesis Form and technical guidelines;
- present the contractual conditions clearly before the purchase;
- receive and respond to complaints through the customer service channels.
Nothing in these Terms excludes or limits the rights guaranteed to consumers by law.
Complaints, Corrections and Refunds Policy
Sandra Pinheiro Estética values the satisfaction of its clients. If you identify any nonconformity in a service performed, we ask that you contact the clinic through its customer service channels, preferably as soon as you notice it. This contact allows the clinic to assess the procedure, understand the complaint and propose an appropriate solution.
Assessment and correction. The clinic may offer an assessment and, where technically feasible, a free touch-up or redoing of the service to correct the flaws identified. This alternative is not imposed as the only solution when the Brazilian Consumer Defense Code guarantees the client other options.
Corrections made by other professionals. We recommend that the nonconformity be reported to the clinic before another professional is hired to make corrections, so that the original conditions of the procedure can be verified and a solution can be offered. If the client goes to another establishment without this communication, a request for a refund or reimbursement remains possible and will be reviewed on a case-by-case basis, taking into account the nature of the complaint, the evidence and receipts provided, the services performed, the possibility of verifying the original nonconformity, the relationship between the service purchased and the expenses claimed, and the applicable legislation.
Refunds. Requests are assessed taking into account the conditions of the purchase, the actual provision of the service, the nonconformities identified and the legislation in force. Where applicable, the client may choose, under article 20 of the Brazilian Consumer Defense Code, between having the service redone at no additional cost, a refund of the amount paid, subject to the legal conditions, and a proportional reduction in the price.
Service packages. Requests to cancel packages or to obtain a refund for them are subject to the commercial conditions disclosed and accepted at the time of purchase, the 2027 Commercial Policy, where applicable, or the previous rules, for purchases made up to December 31, 2026, the procedures actually performed, any existing credits or balances and the rights guaranteed by law. There is no automatic loss of the full amounts paid, nor any fine or disproportionate withholding.
Response time. The clinic seeks to provide an initial response within 5 business days of receiving the request and may ask for additional information when necessary. This time frame is a customer service target: it does not limit rights or replace legal deadlines.
Amicable resolution and preserved rights. We give priority to direct and amicable resolution, through dialogue, good faith and individual assessment. Access to PROCON-DF, the courts or other legal channels does not depend on a prior attempt to resolve the matter with the clinic. The rights provided for in the Brazilian Consumer Defense Code are preserved, in particular in articles 20, 25, 39, 49 and 51, as applicable.
PROCON-DF — Consumer Protection and Defense
PROCON-DF — 151
Consumer service by telephone at 151 and through the official channels at www.procon.df.gov.br/contatos.
Information published in compliance with Federal District Law No. 1.418 of April 11, 1997, which requires the PROCON-DF telephone number to be displayed in a visible place in commercial and service establishments in the Federal District. Its publication on this website complements the display at the establishment.
Priority service
Under Law No. 10.048 of November 8, 2000, as amended by Law No. 14.626 of July 19, 2023, and Federal District Law No. 4.027 of October 16, 2007, the following are entitled to priority service:
- persons with disabilities and persons with autism spectrum disorder;
- older persons aged 60 or over, with special priority for those over 80, in accordance with the Statute of Older Persons;
- pregnant women, breastfeeding women and persons with infants in arms;
- persons with obesity and persons with reduced mobility;
- in the Federal District, also persons undergoing hemodialysis, persons with fibromyalgia and persons with malignant neoplasms;
- blood donors, after the other groups, upon presentation of proof of donation valid for 120 days.
Priority refers to the order of in-person service at the clinic, such as reception, information and payments. It does not waive the booking of procedures, which require a reserved time slot according to the availability of the schedule.
Legal priority does not authorize the performance of a contraindicated procedure. The Anamnesis Form and the professional assessment remain mandatory, and some procedures may have specific restrictions, for example for pregnant and breastfeeding women, defined for the client's safety.
Professional qualification and responsibility
The professional responsible for appointments at Sandra Pinheiro Estética is registered with the Regional Council of Biomedicine of the 3rd Region (Conselho Regional de Biomedicina da 3ª Região, CRBM-3) under no. 00095-TECG, as informed by the clinic, and practices in compliance with the duties, authorizations and professional, technical, health and ethical standards applicable to her practice.
The clinic prioritizes individualized assessment, the identification of contraindications, the safety of procedures and respect for the particular circumstances of each client.
Professional practice, biosafety and health regulations
The profession of esthetician is regulated by Law No. 13.643 of April 3, 2018 — Esthetician Law. In line with this law, the clinic guides its practice by ethics; by transparency with the client, with information about techniques, the products used and the cost estimate for services; and by the safety of the people it serves, avoiding exposure to risks.
The same law requires compliance with biosafety standards and health legislation and provides for the use of cosmetic products, techniques and equipment registered with the Brazilian Health Regulatory Agency (Anvisa). The clinic observes these standards, including those of the Federal District health surveillance authority.
Intellectual property
The texts, images, logos, trademarks and other content of the website belong to Sandra Pinheiro Estética or are used with authorization, and are protected by intellectual property legislation. Copying, reproducing or using this content for commercial purposes without prior written authorization is prohibited. Sharing links to the website's pages is permitted.
Privacy and data protection
The processing of personal data carried out by the clinic, including data collected on the website, in the comments, on WhatsApp and in the Lótus System, follows the Brazilian General Personal Data Protection Law (LGPD), Law No. 13.709/2018, and is described in the Privacy Policy, available at www.sandrapinheiroestetica.com.br/politica-de-privacidade/. Requests regarding personal data may be sent to the Data Protection Officer, by email at joseluis@pinheirotech.com.br. The use of cookies and similar technologies can be managed under "Cookie preferences" in the website footer.
Applicable law
These Terms are governed by Brazilian law. In addition to the regulations cited in the previous sections, the following are of particular note:
- Consumer Protection Code (Law No. 8.078/1990);
- Brazilian General Personal Data Protection Law (Law No. 13.709/2018), detailed in the Privacy Policy;
- Brazilian Civil Rights Framework for the Internet (Law No. 12.965/2014), which establishes principles, guarantees, rights and duties for the use of the internet in Brazil, applicable to the use of this website;
- Esthetician Law (Law No. 13.643/2018);
- Brazilian Law for the Inclusion of Persons with Disabilities (Law No. 13.146/2015) and Statute of Older Persons (Law No. 10.741/2003), including with regard to priority service and accessibility;
- health and biosafety regulations applicable to the establishment, including those of the Federal District health surveillance authority.
Updates and contact
These Terms of Service may be updated to reflect changes in the services, in legislation or in the customer service channels. The version in force is always the one published on this page.
Questions about these Terms may be sent to sandrapinheiroestetica@gmail.com.
Last updated: October 2026.