CUSTOMER SERVICE POLICYPOLICY STATEMENTS

1. Sales of Goods Act and General Definitions• Conformance of Sales of Goods Act
Our Company ensures that the services provided are of satisfactory quality as
defined in the Sales of Goods Act S14 (2). Consumer Protection (Fair Trading) Actand Lemon Law.
•Compliance with the Massage Establishment Act
Our Company complies with the Massage Establishment Act and regulatory
requirements as mandated by the Singapore Police Force.

2. Cooling-Off Period – Retail Products• Our Company will accord a Five Working Days (exclusive Saturdays, Sundays
and Public Holidays) Cooling-Off period for unopened retail product exchange witha presentation of original receipt.
• Our Company ensures that all our products are genuine articles and carry themanufacturer’s limited guarantee.
• Our Company provides services to meet The Customer’s requirements andsatisfaction at all times. Our Company will accommodate change of therapist withinfirst 10 minutes of service commencement subject to availability otherwise, analternative option will be offered.

3. Exchanges, Transfers And Refund Policy• For cash payment, refund of full payment shall be made out by way of chequepayment, whilst for credit card payment, refund the amount will be made to thesame credit card. The refund period will take up to 21 Working Days from the dateof notification.

4. Terms and Conditions for Deposit
Our Company does not collect any deposit in our business.

5. Redemption of Spa Vouchers• We do not offer membership and sales of gift vouchers.
• Spa vouchers are distributed for complimentary treatments only.

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6. Sale of MOHG Gift Cards• MOHG Gift Card purchase is available in the Spa. The gift card is a stored value
card under Mandarin Oriental Hotel Group (MOHG) and can be redeemedworldwide for Accommodations, Spa and Food and Beverage managed byMandarin Oriental Hotel Group. The card has no expiry date and is non-refundable
once it is purchased.

7. Avoidance of Selling Activities During Treatments
It is Our Company policy not to engage in selling activities or any form of selling
tactics during treatments and in the treatment room.

8. Insurance Coverage for Prepaid Treatment Series• Our Company does not offer Prepaid Treatment Series and we do not collectprepayment.

9. Pricing Transparency• Retail prices are presented in a manner that is clear, simple, accurate and easily
understood. All charges shall be revealed to The Customer before confirmation ofpurchase including discounts. If any in our preview invoice.
• Our company business is GST registered and prices are subject to service
charge and GST.

10. Payment Mode
• Payment for retail purchase or spa services can be made by either Cash, Credit
Card or charged to in-house guestroom account. Our Company accepts all major
credit cards such as Visa, Master Card, American Express, JCB and Diners Club.
• All payments have to be made out in Singapore Dollars.

11. Pricing Accuracy• Our Company is committed to the avoidance of over or undercharging. To ensure
accuracy of charging, it is Our Company policy to list clearly all prices in our invoice/ receipt and communication materials.

12. Pricing Transparency for Extra Services• All prices quoted are based on the price list.
• This is in line with Our Company policy to clearly indicate any additional charges
for extra services that may be incurred by The Customer.

13. Honouring Price Quotes• It is Our Company policy to honour all prices quoted at the time of booking fortreatments and for other related services.

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Confidentiality•••

Our Company will safeguard, according to strict standards of security andconfidentiality, any information The Customer shares with Our Company.
Our Company will limit the collection and use of The Customer’s personalparticulars/information to the minimum and for the purposes of completing thetransaction, facilitating the smooth delivery of services and updating The Customer
with the latest promotion of the Spa in accordance to PDPA. Every effort shall bemade to ensure the integrity of The Customer’s personal particulars andconfidential information entrusted to Our Company are not compromised unlessrequired to by law.
Our Company also undertakes not to divulge The Customer’s personal information
to any unauthorized party without his/her prior written consent.

14. Professional Ethics and Comprehensive Pricing Policy• Our Company adopts fair and ethical business practices as well as accurate
marketing communications at all times.
• All marketing communication information will provide at least the following
information:✓ Breakdown and description of Our Company products and/or services with theprice quoted.
✓ Discount factor, if applicable – either the promotional discount in percentage
terms or the nett promotional price for a la carte services.
✓ Terms and conditions of the sale.
✓ Effective and validity period for all promotions.
✓ Any qualifying statement, if required.

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