Electronic Theses and Dissertation

Pasal 16 Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen (UUPK) melarang pelaku usaha tidak menepati pesanan, waktu penyelesaian, dan janji pelayanan kepada konsumen. Selanjutnya, Pasal 19 UUPK mewajibkan pelaku usaha memberikan ganti rugi atas kerugian yang timbul akibat pelanggaran tersebut Dalam praktiknya, masih ditemukan pelaku usaha yang tidak menepati pesanan maupun janji pelayanan dan waktu penyelesaian sesuai dengan yang dijanjikan sehingga menimbulkan kerugian bagi konsumen dan tanggung jawab hukum bagi pelaku usaha.

Tujuan penulisan skripsi ini untuk menjelaskan bentuk dan isi perjanjian dalam layanan jasa spa home service, menjelaskan bentuk kerugian dan tanggung jawab pelaku usaha terhadap kerugian yang dialami konsumen pada layanan jasa spa home service, dan menjelaskan mekanisme penyelesaian yang ditempuh jika terjadi kerugian konsumen dalam pelayanan jasa spa home service.

Penelitian ini menggunakan metode penelitian yuridis empiris untuk memperoleh data sekunder dan data primer. Data sekunder diperoleh dengan penelitian kepustakaan dengan menelaah dan menganalisis berbagai sumber hukum tertulis, dan data primer diperoleh dengan penelitian lapangan dengan cara mewawancarai responden dan informan berkaitan dengan penelitian ini.

Berdasarkan hasil penelitian dapat disimpulkan bahwa bentuk perjanjian dalam praktik spa home service di Kota Langsa merupakan perjanjian melakukan jasa tertentu yang dilakukan secara lisan dan diperkuat dengan kontrak elektronik, serta bersifat konsensual karena lahir dari kesepakatan para pihak. Isi perjanjian mencakup jenis layanan, harga, waktu dan tempat pelayanan, durasi perawatan, serta metode pembayaran. Kerugian yang dialami konsumen meliputi kerugian fisik, materiil, dan immateriil, sedangkan tanggung jawab pelaku usaha masih terbatas pada pemberian kompensasi sederhana yang belum sebanding dengan kerugian yang dialami konsumen. Penyelesaian sengketa lebih banyak ditempuh melalui musyawarah antara pelaku usaha dan konsumen.

Disarankan kepada pelaku usaha untuk mengurus legalitas usaha, menerapkan standar operasional prosedur (SOP), serta menyusun klausul mengenai tanggung jawab dan ganti rugi guna memberikan kepastian hukum bagi konsumen. Konsumen disarankan untuk memahami hak-haknya, memastikan kejelasan isi perjanjian sebelum pelayanan dilakukan, serta menempuh mekanisme penyelesaian sengketa apabila mengalami kerugian. Serta kepada pemerintah disarankan meningkatkan sosialisasi perlindungan konsumen dan lembaga penyelesaian sengketa guna meningkatkan kesadaran serta kepastian hukum bagi pelaku usaha dan konsumen.

Article 16 of Law Number 8 of 1999 on Consumer Protection (the Consumer Protection Law) prohibits business actors from failing to fulfill consumers' orders, completion deadlines, and promised service commitments. Furthermore, Article 19 of the Consumer Protection Law requires business actors to provide compensation for any losses incurred as a result of such violations. In practice, however, business actors continue to fail to fulfill orders, service commitments, and completion deadlines as promised, thereby causing losses to consumers and giving rise to legal liability on the part of the business actors. This undergraduate thesis aims to: (i) examine the form and contents of agreements governing home spa services; (ii) analyze the types of losses suffered by consumers and the legal liability of business actors for such losses in the provision of home spa services; and (iii) examine the dispute resolution mechanisms available where consumers suffer losses arising from home spa services. This research employs an empirical juridical (socio-legal) research method by utilizing both secondary and primary data. Secondary data were obtained through library research involving the review and analysis of relevant statutory regulations, legal literature, and other written legal sources. Primary data were collected through field research by conducting interviews with respondents and informants relevant to the subject matter of this study. The findings of this research indicate that, in practice, agreements for home spa services in Langsa constitute contracts for the provision of specific services, which are entered into orally and reinforced through electronic contracts. Such agreements are consensual in nature, as they are formed upon the mutual consent of the parties. The contents of these agreements generally include the type of service, service fees, time and location of service, treatment duration, and payment method. The losses suffered by consumers include physical, material, and non-material damages. However, the liability assumed by business actors remains limited to the provision of modest compensation, which is often disproportionate to the actual losses sustained by consumers. In practice, disputes are predominantly resolved through amicable settlement negotiations between business actors and consumers. This study recommends that business actors obtain the necessary business licenses, implement Standard Operating Procedures (SOPs), and incorporate clear contractual provisions governing liability and compensation in order to enhance legal certainty for consumers. Consumers are encouraged to understand their legal rights, ensure the clarity of contractual terms before services are rendered, and pursue appropriate dispute resolution mechanisms where they suffer losses. Furthermore, the Government is encouraged to strengthen public awareness programs on consumer protection and consumer dispute resolution institutions in order to promote greater legal awareness and enhance legal certainty for both business actors and consumers.