For the full enjoyment of your time at DrSpa® and DrHair®, we ask that all customers respect and observe our spa policies and etiquette.
FIRST-TIME CUSTOMER BOOKING
For new or first-time customers, we require that you present your identification card and entitled promotion details (if applicable) for verification at our spa.
RESCHEDULING & CANCELLATIONS
We understand that sometimes, you need to cancel or reschedule your appointment. In consideration of our other customers, please notify us at least 48 hours before your scheduled booking. Should you miss your appointment, or make a cancellation with less than 24 hours notice, you will be subject to the full last-minute cancellation fee (100% of the treatment cost, or one session deducted from your treatment package). Once you have made an appointment at our spa, it is your responsibility to remember your appointment date. Please put it down on your calendar. This ensures that you won’t miss your session with us, and incur the cancellation fees. Please note that we are unable to accept not receiving the upcoming appointment notification on your mobile as a sufficient reason to miss your appointment (for waiving the cancellation fees) if the original booking was confirmed. Our last-minute cancellation policy also applies in cases where customers have previously indicated that they do not wish to be contacted for any and all appointment matters and miss appointments. Please call or Whatsapp us to cancel your appointment. (minimum of 48 hours notice is required so as to not incur any cancellation charges). Kindly wait for us to acknowledge that the appointment has been cancelled. If a cancellation is due to circumstances beyond our control (such as power outages, unfortunate events or bad weather) or we are unable to operate during regular business hours, we will reschedule your appointment, with no additional rescheduling fee or discount. However, as a gesture of goodwill, a one-time cancellation fee waiver may be offered. This is on a case-to-case basis and is
subject to management approval.
You may request for a specific therapist when you make your appointment. We will make every effort to accommodate you. However, we cannot guarantee that your requested therapist will be available during your requested appointment time. Please rest assured that all DrSpa® and DrHair® therapists are highly trained and well-qualified to perform our treatments to the highest standards.
For your best experience, we ask that you arrive early for your scheduled appointment. This allows for a stress-free check-in, and time to decompress and get ready for your treatment. As a courtesy to all our customers, all treatments must end at the scheduled time. If you are late, please note that your treatment time will have to be shortened. With the reduced treatment time, you will still be charged the full treatment cost.
If you arrive later than the scheduled time, your treatment will still have to end by the original scheduled time.(For example, a 90 minute treatment starting at 11am must end by 12:30pm) An extra 5 minutes is included for you to change, and any breaks taken within the scheduled duration. If you are late, and your treatment has to be cut short, please note that you will be charged for the full cost of the treatment. Please be on time. If you are more than 30 minutes late, we reserve the right to cancel your appointment. Full treatment charges still apply.
DATE & TIME CHANGES
Rescheduling of appointments are not guaranteed as bookings are in high demand. Any rescheduling request is strictly subject to availability. We will always try our best to give you the next available slot. As appointments fill up quickly, each customer can only make up to two advanced appointments. This is to ensure that all our customers get a chance for a treatment with us.
For each individual treatment type, a maximum of 3 hours may be allocated per customer per day. For treatments that last 90 minutes, back-to-back sessions may be booked. However, the total treatment time will not exceed 3 hours. For package holders, 2 sessions will be deducted from their package even with the reduced treatment time.
For your health & safety, we sanitise all treatment rooms after every use. Each room must be vacated before we can clean and sanitise the space. As we have a limited number of rooms, you might experience a short wait of 5-10 minutes even if you are early or on time. Please be patient with us, we strive to do the best for all our customers.
SKIN / SCALP & HAIR ANALYSIS
If this is your first visit, please arrive at least 15 minutes before your appointment so we can perform a complimentary DrSpa® or DrHair® analysis. This allows us to understand your skin or scalp condition, so we can customise the perfect spa experience for you.
Please arrive at least 15 minutes before your appointment so you can complete the registration and we can perform a complimentary DrSpa® or DrHair® analysis and diagnosis (as described above).
When you make an appointment, please inform us if you have the following conditions – pregnancy, injuries (in your muscles, joints, etc), high blood pressure, diabetes, are on medication, have had plastic surgery recently, laser treatments, or are using photosensitising or keratolytic medications (tretinoin, Differin, Roaccutane, etc.). This will help us prepare or modify the treatment for your safety and skin- suitability. During your treatment, your therapist will continually assess and address your needs to ensure your maximum comfort.
HOW TO PREPARE YOURSELF
For your comfort, and to ensure a more effective treatment, we recommend that you allow at least two hours between your last meal and your appointment. An empty stomach will help divert blood circulation to the treatment area for maximum effect. Do not epilate, shave, or wax 48 hours before and after any treatment so as to minimise skin reactions. Please do not tan, and avoid much sun exposure at least one week before any facial treatment. For body treatments, plush cotton robes, disposable undergarments and caps are always provided. Professional draping is performed throughout the treatment for your privacy.
Your face mask must be kept on at all times when you are on our premises and during your treatments except during services that require your mask to be taken off such as during facials.
UNPLUG & REWIND
Our spa is meant to be a peaceful and tranquil space for everyone. We hope your spa experience is one of utmost relaxation and pampering. As such, we request that you turn your mobile phones off, unwind, and let us take care of you. Please respect the privacy of our customers by speaking softly.
PRODUCT & SERVICE RECOMMENDATIONS
Your therapist may advise and recommend products and services they deem to be beneficial to you. Please rest assured that you are not obliged to purchase anything if you are not comfortable or are not ready to commit to.
Anyone under the age of 21 must be accompanied by a parent or guardian if they are to visit our spa for a treatment. Each party must sign an indemnity form before any treatment can commence.
We always strive to do better, to make the DrSpa® and DrHair® experience better for you, so we love feedback. Compliments are always welcome, as are all other comments. Please do not hesitate to ask your therapist if you are unclear about anything. For any feedback, please reach out to us at firstname.lastname@example.org.