Cutis Laser Clinics: Comprehensive Clinic Policy

We are committed to providing all of our patients with exceptional care. To ensure optimal service, we have implemented the following comprehensive policies:

1. Appointment and Cancellation Policy

a) Please provide at least 24 hours' notice for any cancellation or rescheduling.

b) Please note that failing to provide adequate notice or not attending a scheduled appointment will result in the following, after a one-time allowance:

• The scheduled treatment from your package will be utilized.
• The consultation fee will be forfeited.
• Prepayment for services will be required to secure your next appointment.
• No Cutis Points will be allocated at the time of your next purchase.

2. Treatment Reviews:

• First Review: The first review after any treatment is complimentary. This review benefits both the patient and our clinic as we can assess treatment outcomes and gather valuable feedback.
• Subsequent Reviews: From the second review onward, each review will be charged at $50.

3. Product Returns, Refunds and Exchanges

a) Our return policy for non-medical products is as follows:

• Returns accepted within 7 days of purchase
• Item must be unused and in the same condition as received
• Original packaging required
• Proof of purchase (receipt) required
• A restocking fee of 10% of purchase price will apply

b) Medical products cannot be exchanged, returned, or refunded due to safety and regulatory concerns.

c) For hygiene reasons, we cannot accept returns on opened skincare products or cosmetics.

d) We replace products if they are defective or damaged.

e) Only regular-priced non-medical products may be refunded for store credit. Sale items cannot be refunded.

f) Definitions:

• Medical products: Any product or device used for medical treatment or prescribed by a healthcare professional.
• Non-medical products: Over-the-counter skincare products, cosmetics, and accessories not requiring a prescription.

3. Treatment Packages and Prepayments

a) We offer a 7-day cooling-off period for all treatment packages.

b) Refund requests during the cooling-off period will incur a 10% administration fee. This fee helps cover processing costs and administrative efforts to ensure efficient management of your treatment and appointments.

c) Any Loyalty Points earned from the original purchase will be expunged upon refund.

d) For partial refunds or package changes:

• Subject to management approval and new treatment availability
• We reserve the right to decline change requests at our discretion
• If approved, treatments already received will be charged at the standard individual treatment rate.
• The remaining balance, minus a 10% administration fee, will be refunded or can be applied to another package.
• No Loyalty Points will be issued for the new package or the remaining balance.

e) Prepaid treatments are non-transferable to another patient or another area of the body.

f) Package Validity:

• Packages are strictly valid for 12 months from the date of purchase.
• Extensions are available for a fee of 20% of the remaining package value, which extends the validity by an additional 3 months. Extension requests must be made before the package expiration date.

g) Scheduling Recommendations and Expiry Policy:

• Our treatments are highly sought after, and we recommend scheduling your treatments well in advance of the package expiration date to ensure availability.
• Please note that expired packages or treatments cannot be honoured, extended, or refunded.

4. Loyalty Program

a) Earning Cutis Points:

• Cutis Points are earned through eligible purchases and can be redeemed for any treatments or products.

b) Points Awarding:

1. Earned Points:
   • 3/6/9 Cutis Points are earned for every $100 spent on eligible purchases, depending on the patient's membership status.
2. Bonus Points:
   • Additional points are awarded for:
     • Achieving certain membership status levels
     • During the customer's birthday month

c) Point Validity:

• Earned Points: Valid for 150 days from the date of issue
• Bonus Points: Valid for 50 days from the date of issue

d) Point Expiration:

• Points expire on a rolling basis, with the oldest points expiring first.
• Customers will receive email notifications 90, 60, and 7 days before their points are set to expire.
• Points cannot be extended, and expired points cannot be reinstated.

e) Membership Status:

• Details of membership tiers and associated rewards and points are listed here

f) Birthday Bonus:

• Bonus points are automatically added to the patient's account during their birthday month
• The amount of birthday bonus points may vary based on membership status

g) Point Redemption:

• Points can be redeemed for any treatment or product purchase.
• Redemption values may change without notice; current values are always available at reception or on our membership benefits page here

h) General Terms:

• Points have no cash value and cannot be transferred, sold, extended or exchanged for cash
• We reserves the right to modify or terminate the Cutis Loyalty Program at any time
• In case of any dispute, the clinic's decision regarding point calculation, award, or redemption is final

i) Exclusions:

• Certain promotional items, specially priced services, or other specified items may be excluded from point earning or redemption.

5. Gift Cards and Treatment Vouchers

1. Gift cards and treatment vouchers are valid for 6 months from the date of purchase.
2. They cannot be redeemed for cash or used to purchase additional gift cards.
3. Lost, stolen, or damaged gift cards or vouchers cannot be replaced.

6. Patient Rights and Responsibilities

a) Patients have the right to:

• Receive respectful and considerate care
• Be informed about their treatment options and associated risks
• Confidentiality of their medical records
• Refuse treatment, within the boundaries of the law

b) Patients are responsible for:

• Providing accurate and complete information about their medical history
• Following the treatment plan agreed upon with their healthcare provider
• Respecting clinic policies and the rights of other patients and staff

7. Feedback and Complaints

1. We value your feedback. Please direct any comments or concerns to our clinic manager.
2. All complaints should be submitted in writing to hello@cutislaserclinics.com.
3. All complaints will be investigated thoroughly, and a response will be provided within 7 business days.

8. Data Protection and Privacy

1. We are committed to protecting your personal data in accordance with the Personal Data Protection Act (PDPA).
2. Your personal information will only be used for the purpose of providing and improving our services.
3. We will not share your information with third parties without your explicit consent, except where required by law.

9. Dispute Resolution

In the event of a dispute that cannot be resolved through our standard complaint process:

1. We offer a mediation service with an independent third party.
2. If mediation is unsuccessful, disputes will be resolved through arbitration in accordance with Singapore law.

10. General

1. By making a purchase or booking an appointment, you acknowledge that you have read, understood, and agree to abide by these policies. It is your responsibility to familiarize yourself with our current policies before engaging our services.
2. While we make every effort to ensure our policies are easily accessible and clearly communicated, it is ultimately the customer's responsibility to review and understand these policies. We encourage you to ask our staff if you have any questions or require clarification on any aspect of our policies.
3. We reserve the right to refuse service to anyone for any reason at any time.
4. This policy is subject to change without notice. The current version will always be available on our website.

Contact Us
Cutis Medical Laser Clinics Pte Ltd
9 Scotts Road, Pacific Plaza
Scotts Medical Center #08-07
Singapore 228210

Phone: +65 6801 4000
WhatsApp: +65 9780 2079
Email: hello@cutislaserclinics.com