Our Policies

At Sanctuary by Cutis, we are dedicated to delivering high-quality care and services to all our clients. To ensure an optimal experience, we have implemented the following policies, which cover bookings, cancellations, returns, refunds, and all related services and programs. Our policies are designed to be transparent and fair, while safeguarding both the clinic’s operations and client interests. We understand that life is unpredictable, and we strive to accommodate emergencies and last-minute changes when possible.

If you have any questions or concerns, please don’t hesitate to contact us. We value open communication and transparency in all client interactions.

1. Appointment and Cancellation Policy

We ask all clients to respect our appointment policies to help us manage clinic resources effectively.

  • Cancellation and Rescheduling: Clients must notify the clinic at least 24 hours in advance if they need to cancel or reschedule their appointment.
  • Missed Appointments: After a one-time allowance for a missed appointment without penalty, the following actions will be taken for future missed appointments:
    • The scheduled treatment from your package will be utilized.
    • Any consultation fees paid will be forfeited.
    • Prepayment will be required to secure future appointments
    • No Cutis Loyalty Points will be awarded at the client’s next purchase.

2. Treatment Reviews:

  • First Review: The first review after any treatment is complimentary and serves as a way for both the client and the clinic to assess the results and gather feedback.
  • Subsequent Reviews: Any review after the first will incur a fee of $50.
  • Optional Reviews: Reviews are optional unless otherwise specified for certain treatments. Clients can inquire with their provider for specific treatment review requirements.

3. Product Returns, Refunds and Exchanges

For our non-medical products, we offer the following return policy to ensure client satisfaction:

  • Return Conditions:
    • Returns are accepted within 7 days of purchase.
    • The product must be unused, in the same condition as received, with original packaging and proof of purchase.
    • A restocking fee of 10% of the purchase price will apply.
    • Sale items are not refundable.

4. Treatment Packages and Prepayments

Our treatment packages are designed to give clients flexibility and value. The following policies apply:

  • Cooling-Off Period: Clients are entitled to a 7-day cooling-off period for all treatment package purchases.
    • Refunds requested during this period will incur a 10% administration fee.
  • Partial Refunds and Package Changes:
    • Any partial refund or change request is subject to management approval and the availability of new treatments.
    • If approved, treatments already received will be charged at the individual treatment rate.
    • The remaining balance, minus the 10% administration fee, will either be refunded or applied to another package.
    • No Cutis Loyalty Points will be issued for new packages or for the remaining balance.
  • Prepaid Treatments: Prepaid treatments are non-transferable to another client or to another treatment area.
  • Package Validity: Packages are valid for 12 months from the date of purchase.
    • Extensions are available for a fee of 25% of the remaining package value, which will extend the validity by an additional 3 months. Requests for extensions must be made before the package expires.
    • A 14-day grace period may be granted for treatments scheduled close to the package expiry date.
  • Scheduling Recommendations: We recommend scheduling your treatments well in advance of the package expiration date, as expired packages or treatments cannot be honored, extended, or refunded.

5. Loyalty Program

We value our loyal clients and offer the Cutis Loyalty Program as a way to reward them for their continued trust in our services.

  • Earning Cutis Points:
    • Points are earned through eligible purchases and can be redeemed for any treatments or products.
    • Clients earn 3/6/9 Cutis Points for every $100 spent depending on their membership tier.
  • Bonus Points: Additional points may be awarded for achieving certain membership statuses or during a client’s birthday month.
  • Point Validity:
      • Earned points are valid for 150 days from the date of issue.
      • Bonus points are valid for 50 days from the date of issue.
  • Point Expiration: Points expire on a rolling basis, with the oldest points expiring first. Clients will receive email notifications 90, 60, and 7 days before points expire. Expired points cannot be reinstated.
  • Point Redemption: Points can be redeemed for any treatment or product purchase. Redemption values may change without notice.
  • General Terms: Points have no cash value, are non-transferable, and cannot be sold or extended. We reserve the right to modify or terminate the program at any time.
  • Exclusions: Certain promotional items or services may be excluded from point earning or redemption.

6. Gift Cards and Treatment Vouchers

We offer gift cards and vouchers for clients to share their Sanctuary by Cutis experience with others:

  • Gift cards and vouchers are valid for 6 months from the date of purchase.
  • They cannot be redeemed for cash or used to purchase other gift cards.
  • Lost, stolen, or damaged gift cards will be considered void and cannot be replaced.

7. Client Rights and Responsibilities

We believe in fostering a respectful and positive environment for all clients.

  • Client Rights:
    • Clients have the right to respectful, considerate care in a safe environment.
    • Clients are entitled to be informed about their treatment options and the associated risks.
    • Confidentiality of records will be maintained.
    • Clients have the right to refuse treatment, within the boundaries of the law.
  • Client Responsibilities:
    • Clients are responsible for providing accurate and complete information about their treatment history.
    • Clients should follow the treatment plan agreed upon with their provider.
    • Clients must respect clinic policies and the rights of other clients and staff.
    • Failure to comply with responsibilities may result in the suspension or termination of services.

8. Feedback and Complaints

We value client feedback and are committed to resolving any issues promptly.

  • Any concerns or complaints should be directed to our clinic manager.
  • Written complaints can be submitted to team@sanctuarybycutis.com.
  • All complaints will be investigated thoroughly, and a response will be provided within 7 business days.
  • If a resolution cannot be reached, the matter may be escalated to our mediation service.

9. Data Protection and Privacy

We are committed to protecting your personal information in compliance with the Personal Data Protection Act (PDPA).

  • Your data will only be used for the purposes of providing and improving our services.
  • We will not share your personal information with third parties without your consent, except as required by law.
  • Clients have the right to access and correct their personal information. Please direct requests to our Data Protection Officer.

10. Dispute Resolution

In the event of a dispute that cannot be resolved through our standard complaint process:

  • We offer a mediation service with an independent third party.
  • If mediation is unsuccessful, disputes will be resolved through arbitration in accordance with Singapore law.
  • The costs of mediation will be shared equally between both parties. The initiating party will bear the initial costs of arbitration, subject to reallocation by the arbitrator.

11. General Terms and Conditions

  • By making a purchase or booking an appointment, you acknowledge that you have read, understood, and agree to abide by these policies.
  • It is the responsibility of the client to review our current policies before engaging in any services. We encourage clients to contact our staff if they have any questions.
  • These policies may be updated at any time without notice. The current version will always be available on our website.
  • We reserve the right to refuse service to anyone for any reason at any time.

Contact Us

Sanctuary by Cutis
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: team@sanctuarybycutis.com
WhatsApp: +65 9780 2079
Email: team@sanctuarybycutis.com