Appointment Policy

MANNERS MATTER

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. 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.

Cancellation may also occur due to a shortage of manpower caused by staff attending to urgent matters or experiencing medical issues. We will make efforts to accommodate affected customers, but if unable to do so, we will inform them as early as possible. However, we cannot guarantee reaching you at your preferred time.

APPOINTMENT NOTIFICATIONS

You will receive confirmation or reminder notifications for your booked appointment via email and WhatsApp, either upon booking or two days in advance. If you haven’t received any notifications from us, please call the outlet for verification before coming in.

TREATMENT CONSENT FORMS

Before proceeding with certain selected treatments, you may be required to sign a consent form.

SPECIAL REQUESTS

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. All therapists are allotted sufficient time for each appointment and are fully aware of their schedule, including their next appointment. It is the responsibility of the therapist to ensure that your appointment starts and ends within the allocated timeframe without affecting other customers.

PUNCTUALITY

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.

We will make an effort to accommodate a treatment covered by your package entitlement within the remaining time, subject to your agreement. If you opt for a different treatment, please understand that a full course of treatment is still provided for you. However, certain protocols may need to be compressed to ensure completion within the remaining time before the arrival of the next customer.

LATE ARRIVALS

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.

SERVICE DURATION

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.
We reserve the right to decline any service if, based on the information provided to us at any time, we deem it unsuitable or inappropriate to proceed or continue.

Standard treatments are performed within the allocated time as specified in our menu, unless there are constraints such as limited time or additional add-on services, which must be booked together in advance. This includes selecting specific treatments that necessitate the blocking of machines and longer durations. If your appointment is not booked according to these requirements, we may not be able to accommodate your desired services if the necessary resources are unavailable.

WAIT 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.

FIRST VISIT

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).

HEALTH CONDITIONS

Please promptly update us on any recent or previous health conditions if you are receiving treatment from us as our customer. 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 photosensitizing 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. 

To prevent medical aesthetic or minor surgical therapies that involve invasiveness and downtime, as well as to avoid the application of injectables or abrasive products on your treated area, we advise refraining from these practices at least one to two weeks before your appointment. If you have any doubts, please consult your doctor or our staff at least three days prior to your appointment.

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.

MINORS

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.

FEEDBACK

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 cs@a-drbrand.com.

Our staff are committed to serving you to the best of their abilities. While mistakes are regrettable, they can sometimes be unavoidable. We sincerely apologize when such incidents occur. Your kindness and patience with our staff as they strive to improve and learn from their mistakes are greatly appreciated. It empowers them to better serve you in the future.