Cutis Medical Laser Clinics: Comprehensive Clinic Policy

We are committed to providing our patients with exceptional care and a seamless experience. By making a purchase or booking an appointment, you acknowledge that you have read, understood, and agree to abide by the following policies. Please take a moment to review these policies carefully. If you have any questions or require clarification, our staff will be happy to assist you.

1. Appointment and Cancellation Policy

1. 24-Hour Cancellation Notice
   • We kindly request that patients provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.
   • Cancellations or rescheduling made within 24 hours of the appointment will be considered late.
2. One-Time Allowance
   • We understand that emergencies can happen. Patients are granted one missed appointment or late cancellation without penalty.
   • From the second missed appointment or late cancellation onward, the following penalties will apply.
3. Penalties for Late Cancellations & No-Shows
   • Deduction of Treatment: One session from your package will be deducted.
   • Loss of Consultation Fee: Any consultation fee already paid will be forfeited.
   • Prepayment Requirement: You will be asked to prepay for future services in order to secure your next appointment.
   • Cutis Points Restriction: No Cutis Points will be allocated at the time of your next purchase.

2. Treatment Reviews

We encourage patients to schedule follow-up or review appointments so that our healthcare providers can assess treatment outcomes and provide guidance.

1. Complimentary First Review
   • The first review after any treatment is complimentary.
   • We recommend scheduling this review appointment within a timeframe advised by your practitioner (e.g., 2–6 weeks post-treatment) so we can effectively gauge your progress and address any concerns.
2. Subsequent Reviews
   • From the second review onward, each review will be charged at our current consultation rate.
   • Please inform our reception team when scheduling a review so we can allocate sufficient time to address your needs.

3. Product Returns, Refunds, and Exchanges

1. Non-Medical Products
   • Return Period: Returns are accepted within 7 days of purchase.
   • Condition: Items must be unused, in the original packaging, and accompanied by proof of purchase (e.g., receipt).
   • Restocking Fee: A 10% restocking fee will apply to all returns.
   • Refund Method: Only regular-priced non-medical products may be refunded for store credit; sale items are not eligible for refunds.
2. Medical Products
   • Due to safety and regulatory concerns, medical products (e.g., prescription creams, devices, or other items requiring a healthcare provider’s oversight) cannot be exchanged, returned, or refunded.
3. Hygiene and Opened Products
   • For hygiene reasons, opened skincare products or cosmetics cannot be returned or exchanged.
4. Defective or Damaged Items
   • We will replace items if they are defective or damaged upon purchase.
5. 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.

4. Treatment Packages and Prepayments

1. 7-Day Cooling-Off Period
   • All treatment packages come with a 7-day cooling-off period from the date of purchase.
2. Refunds Within the Cooling-Off Period
   • Refund requests within the 7-day cooling-off period will incur a 10% administration fee to cover processing and administrative costs.
   • Any Loyalty Points earned from the original purchase will be expunged if a refund is granted.
3. Partial Refunds or Package Changes
   • Subject to Approval: Partial refunds or changes to the original package require management approval and availability of the new treatment option.
   • Right to Decline: We reserve the right to decline change requests at our discretion.
   • Recalculation at Standard Rate: Treatments already received will be charged at the standard individual treatment rate (as opposed to the discounted package rate).
   • Balance & Administration Fee: Any remaining balance, minus a 10% administration fee, will be refunded or applied toward another package.
   • Loyalty Points: No new Loyalty Points will be issued for the replacement package or any remaining balance.
4. Non-Transferability
   • Prepaid treatments are non-transferable to another patient or to another treatment area of the body.
5. Package Validity
   • Treatment packages are valid for 12 months from the date of purchase.
   • Extensions: You may request an extension before the package expires for a fee of 20% of the remaining package value, which extends the validity by an additional 3 months. Only one extension is typically granted unless otherwise approved by management.
6. Scheduling Recommendations and Expiry Policy
   • Due to high demand, we recommend booking your treatments well in advance of the package expiration date to ensure availability.
   • Expired packages or treatments cannot be honored, extended, or refunded.

5. Loyalty Program

Our Loyalty Program allows you to earn and redeem Cutis Points for treatments and products.

1. Earning Cutis Points
   • Points are earned on eligible purchases (treatments, non-promotional products) based on your membership tier.
   • Membership Tiers: For example, different tiers (Silver, Gold, Platinum) earn 3/6/9 points per $100 spent. Please refer to our Membership Benefits page or ask reception for details on how to qualify for each tier.
2. Bonus Points
   • Additional points may be awarded for reaching certain membership status levels or during your birthday month.
3. Point Validity
   • Earned Points: Valid for 150 days from the date of issue.
   • Bonus Points: Valid for 50 days from the date of issue.
   • Points expire on a rolling basis, with the oldest points expiring first. You will receive email notifications 90, 60, and 7 days before point expiration.
4. Point Redemption
   • Points can be redeemed for any treatment or product purchase.
   • Redemption values may change without prior notice. Current values are posted at reception or on our Membership Benefits page.
5. General Terms
   • Points have no cash value and cannot be transferred, sold, or exchanged for cash.
   • We reserve the right to modify or terminate the Loyalty Program at any time.
   • In the event of a dispute regarding points, our clinic’s decision is final.
6. Exclusions
   • Certain promotional items or specially priced services may be excluded from point earning or redemption.
   • Please verify with staff prior to purchase or redemption if you are unsure about eligibility.

6. Gift Cards and Treatment Vouchers

1. Validity Period
   • Gift cards and treatment vouchers are valid for 6 months from the date of purchase.
2. Usage
   • They cannot be redeemed for cash or used to purchase additional gift cards.
3. Lost or Stolen Cards
   • Lost, stolen, or damaged cards or vouchers cannot be replaced.
4. Checking Balances
   • If you have proof of purchase or the gift card/voucher number, our reception may assist in checking remaining balances.

7. Patient Rights and Responsibilities

1. Rights
   • Receive respectful and considerate care.
   • Be informed about treatment options and associated risks.
   • Expect confidentiality of medical records.
   • Refuse treatment, as permitted by law.
2. Responsibilities
   • Provide accurate and complete medical and personal information.
   • Follow the treatment plan agreed upon with your healthcare provider.
   • Respect clinic policies and the rights of other patients and staff.

8. Feedback and Complaints

1. Feedback
   • We value your feedback. You may direct any comments or concerns to our Clinic Manager or submit written feedback at reception.
2. Formal Complaints
   • All complaints should be submitted in writing to hello@cutislaserclinics.com.
   • We will thoroughly investigate each complaint and provide a response within 7 business days.

9. Data Protection and Privacy

1. PDPA Compliance
   • We are committed to protecting your personal data in accordance with the Personal Data Protection Act (PDPA).
2. Purpose of Data Collection
   • Your personal information (e.g., name, contact details, medical history) will only be used to provide and improve our services, such as appointment reminders, treatment records, and follow-up care.
3. Data Sharing
   • We do not share your information with third parties without your explicit consent, except where required by law.
4. Security Measures
   • We maintain both physical and electronic safeguards to ensure your information is protected.

10. Dispute Resolution

1. Mediation
   • If a dispute cannot be resolved through our standard complaint process, we offer mediation with an independent third party.
2. Arbitration
   • If mediation is unsuccessful, disputes will be resolved through arbitration in accordance with Singapore law.
   • The costs and procedures for arbitration will be discussed and agreed upon prior to initiating the process.

11. General

1. Acknowledgment of Policies
   • By making a purchase or booking an appointment, you confirm that you have read, understood, and agreed to abide by these policies.
   • You may be asked to sign a consent form or check a box online to acknowledge these policies.
2. Policy Accessibility
   • Our policies are always available on our website and can be provided by our reception staff upon request.
3. Refusal of Service
   • We reserve the right to refuse service to any individual for any reason, including but not limited to abusive or threatening behavior, repeated no-shows, or non-compliance with clinic policies.
4. Changes to Policy
   • This policy is subject to change without notice. The current version will always be available on our website.

12. Contact Information
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

Thank You for Choosing Cutis Medical Laser Clinics