Terms & Conditions

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 15 minutes of the treatment and given one chance to change the therapist if the treatment is not satisfactory within the 15 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.

Etiquette

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

Products

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.

Service(s)

Pay-as-you-use Service(s)

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 15 minutes of the treatment and given one chance to change the therapist if the treatment is not satisfactory within the 15 minutes.

Package Service(s)

Prepaid package holders are informed of the EZ-Link Trust Card Programme before they signed up for prepaid packages. An EZ-Link Trust Card would be issued immediately upon collection of pre-payment. Urban SPA provides 5 working days (excluding Sat, Sun and Public Holidays) for refund of deposit. The refund of the deposit is calculated after deducting the sum of ala-carte rates of services used.

Deposits Policy for Cancellation

We collect a deposit of minimum $50. The deposit will be non-refundable after 5 working days (excluding Sat, Sun and Public Holidays).

For prepayment partially consumed within 5 working days:

(i) Refund

Urban SPA provides a cooling-period of 5 working days (excluding Sat, Sun and Public Holidays) for refund of deposits. The refund of the deposits is calculated after deducting the services used based on ala-carte rates.

(ii) Exchange

Urban SPA provides an exchange of prepaid services. Prepaid services can be exchanged for another service of the remaining prepaid value after deducting the services used based on ala-carte rates.

(iii) Transfer

Urban SPA accepts transfer of prepaid services. Prepaid services can be transferred to another client after deducting the services used.

For prepayment partially consumed after 5 working days:

(i) Refund

Urban SPA provides a cooling-period of 5 working days (excluding Sat, Sun and Public Holidays) for refund of deposits. Deposits that are partially consumed cannot be refunded after the cooling-period.

(ii) Exchange

Urban SPA provides an exchange of prepaid services. Prepaid services can be exchanged for another service of the remaining prepaid value after deducting the services used based on ala-carte rates.

(iii) Transfer

Urban SPA accepts transfer of prepaid services. Prepaid services can be transferred to another client after deducting the services used.

For prepayment not consumed after 5 working days:

(i) Refund

Urban SPA provides a cooling-period of 5 working days (excluding Sat, Sun and Public Holidays) for refund of deposits. Deposits that are not consumed can be refunded after the cooling-period.

(ii) Exchange

Urban SPA provides an exchange of prepaid services. Prepaid services can be exchanged for another service of the remaining prepaid value after deducting the services used based on ala-carte rates.

(iii) Transfer

Urban SPA accepts transfer of prepaid services. Prepaid services can be transferred to another client after deducting the services used. Policy on no selling during treatment. Urban SPA is committed to not engage in any form of selling once the customer enters the treatment room. However, Urban SPA will accept customers’ add-on services or product purchases upon their request.

Payment Method

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

iv) MasterCard

Receipts will be issued to customers to acknowledge any form of payment.

Policy on accuracy of charging

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.

Price Clarity for service package

Urban SPA is committed to ensure that prices quoted for packaged service(s) will clearly state what is included in the price and package; as well as the regular price of the service(s) in the package for the information of customers. The prices offered in packaged service (shall be quoted as net price and will be clearly communicated to customers).

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.

Security

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.

Urban SPA will always seek an acknowledgement of consent from our customers in the event we wish to utilize the information given to us for our internal marketing.All employees are required to sign the ‘Employee Confidentiality Agreement and Data Protection & Privacy Policy Acknowledgement’ form with regards to the security of the data of the customers.

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 enquiry@urbanspa.sg for extension requests. Extension requests may be granted but bound by terms and conditions in email correspondence.

$50 Urban SPA 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 $50 Urban SPA 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 with minimum spending of $80 per voucher used at Urban Spa, 5 Coleman Street #03-09, Excelsior Hotel and Shopping Centre, Singapore 179805.

2. This voucher is fully transferable.

3. Prior reservation is required for all services. Please call us at +65 6337 6377 to make a reservation.

4. Voucher redemption is limited to one voucher per person for each booking.

5. 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.

6. This voucher cannot be used in conjunction with any other discounts, offers and privileges, unless otherwise specified.

7. This voucher is not redeemable 5 days before and after Chinese New Year.

8. No replacement will be given for lost or damaged vouchers.

9. This voucher is not valid without Authorized Signature and Date of Issue.

10. This voucher is valid for a period of 3 months from the date of issue. Kindly email enquiry@urbanspa.sg for extension requests. Extension requests may be granted but bound by terms and conditions in email correspondence.

11. Not valid for purchase of Products and/or Gift Vouchers.

12. Not valid for redemption of Hair Removal Services.