General Terms & Conditions
The terms and conditions stated below (“Terms and Conditions”) must be accepted and agreed by every customer of Urban SPA (“customer/(s)”). By making a reservation/ booking at Urban SPA, the customers are deemed to have read and understood the Terms and Conditions. Urban SPA reserves its right to change, amend, add or delete any of the Terms and Conditions without prior notice and the customers shall be bound by such changes.
Our Quality Assurance
Urban SPA serves both male and female customers.
Urban SPA is committed to ensure that products and services are of a satisfactory quality that meet and comply with the requirement defined in the Sales of Goods Act S14 (2), Consumer Protection (Fair Trading) Act and Lemon Law.
Urban SPA complies with the Massage Establishment Act and Regulatory requirements as mandated by the Singapore Police Force. Definition “Products” in this manual refer to any tangible merchandise offered for sale at Urban SPA premises, which includes but are not limited to skin care, massage or any therapeutic-related products. “Services” in this manual refer to hands-on therapeutic treatments that include but are not limited to both facial and body massages.
Warranties & Service Guarantees
Products – Urban SPA provides a 5- working days (excluding Sat, Sun and Public Holidays) defect-free guarantee for all products. If the product is established by Urban SPA to be defective, an identical product will replace it provided that the defective product is returned to Urban SPA within 5 working days of the purchase with the original receipt. Where an identical product cannot be offered, Urban SPA will refund the full payment of the defective product to the customer within 14 working days (excluding Sat, Sun and Public Holidays).
Defective skin care products with shelf life have to be returned within 5 working days (excluding Sat, Sun and Public Holidays) with the original receipt to be replaced by an identical item or refund within 14 working days (excluding Sat, Sun and Public Holidays).
Services – As the results of our facial and body treatment and massages varies from customer to customer depending on, among other factors, their state of physical and mental condition(s), we do not guarantee the desired or consistent outcome(s) of our treatment for our customers. Customers are given 10 minutes of the treatment and given one chance to change the therapist if the treatment is not satisfactory within the 10 minutes. Customers are also required to fill up the Health Declaration Form upon arrival and those with existing health conditions are advised to consult their doctors before treatment.
1. Customers are advised to make prior reservations for all services and arrive 15 minutes before their scheduled appointment to enjoy the full duration of service.
2. Urban Spa reserves the right to cancel the appointment if customers arrive after 10 minutes of their scheduled appointment time.
3. 24 hour cancellation notice is required for any cancellation.
4. Customers are advised to silent their mobile phones and other electronics in the treatment room.
5. Customers are give 5 minutes to shower before or after the treatment session.
6. Customers are required to fill up the Health Declaration Form upon arrival and customers with health condition are advised to consult their doctors before treatment.
7. Customers are advised to respect the therapists providing the professional treatment. No “special” services are allowed and warning will be given to customers with indecent behaviour. Treatment will be stopped immediately if warning is ignored and there will be no refund or compensation.
8. Customers are advised to place their valuables in the Safe Deposit Box available at the reception counter. Urban Spa accepts no responsibilities for any loss of money or valuables in the Spa Premises.
Exchange & Refund
All products sold are non-refundable and non-exchangeable except if the product is established by us to be defective and returned to the shop within 5 working days of purchase together with the original receipt. Under such circumstances, the defective product will be replaced with an identical product. Where an identical product could not be offered, we will refund the full payment of the defective product to the customer within 14 working days (excluding Saturday, Sunday & Public Holidays).
Skin care products with shelf-life are allowed only be returned within 5 working days (excluding Sat, Sun and Public Holidays) with the original receipt. It will be replaced by an identical item or refund within 14 working days.
As it is part of Urban SPA’s Standard Operating Procedure to confirm the service(s) and Price(s) of our service(s) before commencement of the service, Urban SPA has a non-exchangeable and non-refundable policy for such service(s) that has already commenced or have been completely rendered. Customers are given 10 minutes of the treatment and given one chance to change the therapist if the treatment is not satisfactory within the 10 minutes.
Urban SPA accepts the following methods of payment for products and services:
i) Cash (Singapore currencies only) [not available for prepayment]
ii) NETS [not available for prepayment]
iii) Visa / MasterCard
Receipts will be issued to customers to acknowledge any form of payment.
Accuracy of charging
All prices of products and services shall be quoted as net prices and will be clearly communicated to our customers and prominently stated at appropriate shop area and/or communication materials. Prices do not include additional charges for Add-Ons and Other Services. Please refer to the price list for separate charges for Add-Ons and Other Services.
Where applicable, any change that is due will be rounded up to the nearest five cents.
Transparency of Pricing
Urban SPA will ensure that additional charges such as Add-Ons and Other Services will be clearly reflected as separate and distinct from the prices of main treatment/services in the price list and in other relevant forms of communication materials. Honouring Price Quotes
Urban SPA will always honour prices that were quoted at the time of purchase.Urban SPA will ensure that validity of promotional prices and discounts will be clearly communicated to our customers and prominently stated at appropriate shop area and/or communication materials.
Confidentiality of customer data. Urban SPA will make all reasonable efforts to ensure that customer’s personal information will be kept in a safe and secure manner and that no unauthorized access to the information will be allowed.
Prepaid Vouchers T&Cs
The terms and conditions stated below (“Terms and Conditions”) must be accepted and agreed by every customer of Urban SPA (“customer/(s)”). By making a reservation/ booking with expressed intention to utilize a prepaid voucher or by making a purchase of prepaid voucher at Urban SPA, the customers are deemed to have read and understood the Terms and Conditions. Urban SPA reserves its right to change, amend, add or delete any of the Terms and Conditions without prior notice and the customers shall be bound by such changes.
1. This voucher is honoured and exchangeable for services as stated in this voucher at Urban Spa, 5 Coleman Street #03-09, Excelsior Hotel and Shopping Centre, Singapore 179805.
2. Prior reservation is required for all services. Please call us at +65 6337 6377 to make a reservation.
3. This voucher is not redeemable for cash. Any unutilized services stated in this voucher will not be refunded. Any add-ons other than the services stated in this voucher is payable by the user.
4. This voucher cannot be used in conjunction with any other offers.
5. This voucher is not redeemable 5 days before and after Chinese New Year.
6. No replacement will be given for lost or damaged vouchers.
7. This voucher is not valid without Authorized Signature and Date of Issue.
8. This voucher is valid for a period of 3 months from the date of issue. Kindly email firstname.lastname@example.org for extension requests. Extension requests may be granted but bound by terms and conditions in email correspondence.