Our Commitment to you

THE RETREAT Spa will endeavour to set the criterion in unique spa experiences and comfort.

THE RETREAT Spa will be operated by a team of dynamic and passionate professionals providing friendly, personalised and genuine spa services

THE RETREAT Spa will aspire to be the favoured lifestyle destination spa in Singapore. The spa will serve and endear the local spa community whilst being a haven for the business and leisure travelers.

THE RETREAT shall endeavor to provide effective and prompt service so as to achieve total customer satisfaction at all times. We shall continuously upgrade our service quality, Communication facilities and the skill sets to meet customer requirements efficiently.

THE RETREAT provides consumers with 5 days period to seek full refund or exchange for products purchased from the spa if in any case the product is faulty.

THE RETREAT provides consumers with a cooling-off period of at least 5 working days to seek full refund of payments made for spa packages which are unused if they do not wish to proceed with the services offered.

Products Exchange & Return

Products found unsuitable for usage should be returned within 5 days from the date of purchase.

Product returns are to be conducted in accordance with local regulations and the spa’s Terms of Sale Policy.

The customer must produce the purchase receipt for the product to be returned.

To compensate the client for a product due to unsuitability/ expired; a replacement product should be offered.

Service Refund

Services rendered and found to be unsuitable should be reported within 5 days from the date of treatment received.

Services rendered that received complaint from customers will be refunded for the amount paid for the service in the form of treatment replacement or treatment vouchers.

The customer must produce the purchase receipt for the product to be returned.

·      If client does not want a replacement treatment or treatment vouchers, they may receive a refund for the amount paid for the item via the same transaction process.

Cancellation of Appointment

Notice of at least 24 hours is required to cancel a booking without charge.

The deposit payment made at the time of service treatment reservation may be transferred to another appointment made in replacement of the cancelled one.

If client does not want a replacement appointment, they may receive a refund for the amount paid for the deposit via the same transaction process.

Redemption of Gift Vouchers

Customers need to present the original sales/ gift voucher when redeeming treatments/ products with it. 

For sales promotion vouchers, expiry dates have to be adhered to and strictly no extension is allowed.

For Gift vouchers, upon customer’s request, an extension to a maximum of 3 months is allowed.

Sales/ Gift vouchers cannot be exchanged for cash.

Spa Promotion

All promotion and discounted treatments/ products are communicated to customers with promotion posters displayed in the spa. 

All customers will be informed about the current running promotion during consultation about the treatment they desired.

All corporate companies staff entitled to corporate discounts will be informed with a letter stating the discount percentage as well as the procedure to receive the discount when purchasing treatments/ products.

Payment methods and channels

Payment for treatments and products should be made directly at the reception of The Retreat Spa.

Payment channels in our spa includes:

By Cash (Singapore dollars only);

By Credit cards (Visa, Mastercard & Amex only)

Payment Policies

The RETREAT Spa is committed to ensure that customers are charged the correct amount for the treatment/ products they purchased. 

All prices for treatments are stated clearly on our spa menu (inclusive of GST).

All prices for products are stated clearly on the price tags on the products.

The Retreat Spa is committed to ensure that all customers are given the correct amount of change is they pay by cash.

Price Quotes

The RETREAT Spa honour all prices quoted at the time of booking for treatment and spa packages and other related services. 

Related services includes spa treatments, customized packages, spa parties etc.

Confidentiality of Customer's Data

The RETREAT Spa values and protects all information & data provided by our customers; 

Customer’s data will be kept confidential and use solely for in-house sales and marketing purposes only;

Quality Assurance Practices

The RETREAT ensures that the quality of the goods and services offered at the spa is fit for consumption and not past expiry date.