AFOND Spa's Service Policy

1) Sales of Goods Act and General Definitions
Conformance to Sales of Goods Act

We ensure that the services we provide are of satisfactory quality as defined in the Sales of Goods Act S14 (2).

2) Compliance with the Massage Establishment Act

Our business complies with the Massage Establishment Act and regulatory requirements as mandated by the Singapore Police Force.

3) Definition of a Spa Package

A Spa Package is a series of spa sessions provided by the company to the customer over a defined period of time within a contractual arrangement.

4) Definition of a Promotional Trial Session

This is the first time the Customer is using the service at a discounted rate. Promotional Trial Sessions are charged separately from the package price.

Services Quality And Product Warranty

• We have a highly visible trait for quality service and excellence.
• We provide you with services to meet your requirements and satisfaction at all times.
• Wherever possible, we try to exceed your expectations.
• We ensure that all our products are genuine articles and carry the manufacturer's limited guarantee.
• We assure you of uninterrupted services during treatments.
• We strive to ensure that our quality of service to you will continually be enhanced for your pleasure and benefit.

Cooling-Off Period

We accord to you a 5 Calendar Days Cooling-Off period should you wish to cancel the Spa Package.  Cooling off period begins on the day that the Customer signs up for the Spa Package.

Exchange and Refund Policy

Refund of Full Payment

If you choose to cancel the Spa Package within the stipulated 5 Calendar Days Cooling-Off period, we shall refund to you in full, the payment (either deposit or full payment for the Spa Package) you have made earlier. 
Any refund after the Cooling-Off period will be at the sole discretion of the management, and please note that an administrative fee of 5% of the invoice amount will be applied.  Cash Refund shall be made out to you by way of cheque payment within 14 Working Days from the date of your notification.

Non-Refund of Full Payment after Cooling Off Period

Spa Packages are transferable (with immediate family members) but non-refundable after the Cooling-Off period.  There is no expiry date for the Spa Packages sold by the company.

Exchange of Spa Package

You may exchange your Spa Package for another Spa Package anytime (including the Cooling-Off Period) provided the exchange is for an equivalent value or higher. For a Treatment Programme exchanged for one with a higher value, the difference in value must be paid in full. Your original Customer card and details will also be updated accordingly.

Transfer of Spa Package

You may transfer your Spa Packages to immediate family members at any time.  We will also arrange for a new Customer card to be completed and signed by the transferee.

Redemption of Gift Vouchers

The Company does sell Gift vouchers and  the Terms and Conditions are found on the reverse of the Gift Voucher.

Avoidance of Selling Activities During Treatments

It is our company policy not to engage in selling activities or any form of selling tactics specifically during treatments so as to let all customers enjoy the spa session peacefully. All sales will be done at the counter area.

Pricing Transparency

Prices shall be presented to you in a manner that is clear, simple, accurate and easily understood. All charge, including discounted pricing shall be revealed to you before confirmation of purchase.

Payment Mode

• Payment by the Customer to the Company can be made either by Cheque, Cash, NETS or Major Credit Cards.
• All payments have to be made out in Singapore Dollars whenever possible, all foreign currencies will be accepted based on the latest exchange rate found at www.xe.com/ucc

Pricing Accuracy

The Company is committed to the avoidance of over or undercharging. To ensure accuracy of charging, it is the Company's policy to list clearly all prices including Goods and Services Tax where applicable, in our Tax invoice and Communications Materials.

Professional Ethics and Comprehensive Pricing Policy

We adopt fair and ethical business practices as well as accurate marketing communications at all times.

You can expect our marketing communications to provide at least the following information:

• Breakdown and description of our products and/or services with the price quoted.
• Price (with or without Goods and Services Tax shall be clearly stated).
• Discount Factor, if applicable - Either the promotional discount in percentage terms or the nett promotional price.
• Terms and conditions of the sale.
• Effective and validity period for all promotions
• Any qualifying statement, if required.

Pricing Transparency for Extra Services

The Company does provide additional services such as product upgrade request not included in the original package. A price list for additional services rendered can be made available to the Customer when there are specific request for additional services and/or products. This is in line with the Company's policy to clearly indicate any additional charges for extra services that may be incurred by the Customer.

Honouring Price Quotes

It is our policy to honour all prices quoted at the time of booking for treatments and spa packages and for other related services.

Confidentiality

The Company will safeguard, according to strict standards of security and confidentiality, any information the Customer share with the Company.

The Company will limit the collection and use of Customer's personal particulars/information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services. Every effort shall be made to ensure that the integrity of the Customer's personal particulars and confidential information entrusted to the Company are not compromised unless required to by law.

The Company also undertakes not to divulge the Customer's personal information to any unauthorized third party without his/her prior written consent.

Release of Customer Data

Should there be a need to release Customer's data, the Company will, unless required by law, make this known to the Customer and obtain his / her consent before releasing the information.

Receipts

The Customer shall be issued with an official tax invoice for each and every payment made to the Company. The Company is a GST registered organization.

Customer Feedback Policies

We welcome your feedback anytime and should you have any issue of concern, please contact us immediately. Our feedback channels include:

• Face-to-face feedback
• Telephone communication at +65 6223 7987,  Tuesday to Fridays: 1.00pm - 8.00pm; Sat and Sunday: 12pm to 6pm.
• Written feedback via E-Mail  (Marketing)               :

We will investigate and act to resolve areas of concerns. Our interim response is within 5 working days.  Depending on the complexity of the case, our time taken to resolve the complaint is within 21 working days. If we are unable to resolve the complaint amicably, we will with your mutual consent refer to CASE mediation or any other external mediation channels.

Specific Policies Relating To Product Sales

Any returned of products purchased must be made within the stipulated 5 calendar days cooling-off period. 

Products returned must not be used and must be in its original packaging.

Protecting the privacy of Customers

We have a strict policy and practice of ensuring that there are no video recording and/or any other form of image capturing devices in the treatment rooms. 
Our customers will be informed that our services are offered to both sexes and we provide separate facilities for men and women

Customer Care

Every customer will be requested to complete the Health Questionnaire in order for us to assess the health condition before recommending any treatment and / or product. 
We provide our customers with locker and shower facility where necessary. 
In addition, we offer beverages to our customers after each treatment as part of our Customer Care Procedure.

Miscellaneous

We reserve the right to change, amend, insert or delete and of the terms and conditions, or policies as the case may be, without prior notice.

• Please plan to arrive at least 15 minutes before your scheduled appointment time, bearing in mind of time required for Car Parking, walking distance and traffic conditions.  This is very important because when you are late, you affect the immediate customer after your appointment by having their appointments delayed or having your own service time shortened.  [Nobody appreciates having to come 15 minutes early, and have to wait another 15 minutes because the previous customer is late -- 30 minutes is indeed a very long wait.]

• In the event you are late, we will try our best to accommodate to your time, but in most cases, we will have to reduce your treatment time.  (Compensation of the leftover time is subjected on case by case basis by The Management.  No guarantees are hereby implied.)

• Please turn all mobile phones to silent mode and switch them off until you have left AFOND Spa, this is to allow everyone to enjoy the beauty of silence and relax in the tranquil surroundings.

• Cancellation of appointment slots requires a minimum advance notice of 4 hours.

• For package customers, any cancellation short of 4 hours notice, there will be one first warning given, thereafter there will be forfeiture of sessions for all subsequent occasions.

• For first time customers, last minute cancellation without 4 hours advance notice, 50% cancellation fee will apply.

• "No-shows" with no notice will incur full charges, 100% of treatment value.

• All prices quoted are in Singapore dollars and subjected to change without prior notice.

• Promotions are valid for first time trial customers only and limited to once per guest, unless otherwise stated.

• Please do not bring valuables into our premises, even though we have lockers available,  the Management will not be liable for any losses.

• Overtime surcharge apply for all customers at $5.35 per 30mins per person if treatment extends beyond regular operating hours.

• For booking of appointment slots, please call AFOND at our respective outlets.

• All prices quoted are in Singapore Dollars.

• FAQ are available here.