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
- 24-Hour Cancellation Notice
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- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
- Hygiene and Opened Products
- For hygiene reasons, opened skincare products or cosmetics cannot be returned or exchanged.
- Defective or Damaged Items
- We will replace items if they are defective or damaged upon purchase.
- 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
- 7-Day Cooling-Off Period
- All treatment packages come with a 7-day cooling-off period from the date of purchase.
- 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.
- 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.
- Non-Transferability
- Prepaid treatments are non-transferable to another patient or to another treatment area of the body.
- 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.
- 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.
- 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.
- Bonus Points
- Additional points may be awarded for reaching certain membership status levels or during your birthday month.
- 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.
- 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.
- 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.
- 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
- Validity Period
- Gift cards and treatment vouchers are valid for 6 months from the date of purchase.
- Usage
- They cannot be redeemed for cash or used to purchase additional gift cards.
- Lost or Stolen Cards
- Lost, stolen, or damaged cards or vouchers cannot be replaced.
- 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
- 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.
- 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
- Feedback
- We value your feedback. You may direct any comments or concerns to our Clinic Manager or submit written feedback at reception.
- 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
- PDPA Compliance
- We are committed to protecting your personal data in accordance with the Personal Data Protection Act (PDPA).
- 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.
- Data Sharing
- We do not share your information with third parties without your explicit consent, except where required by law.
- Security Measures
- We maintain both physical and electronic safeguards to ensure your information is protected.
10. Dispute Resolution
- Mediation
- If a dispute cannot be resolved through our standard complaint process, we offer mediation with an independent third party.
- 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
- 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.
- Policy Accessibility
- Our policies are always available on our website and can be provided by our reception staff upon request.
- 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.
- 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