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Policies

Service Policy

IHM Wellness is committed to delivering goods and services of exceptional quality, in full compliance with the standards set forth by the Sales of Goods Act S14(2), the Consumer Protection (Fair Trading) Act, and the Lemon Law.

Cancellation and Rescheduling Policy

In consideration of other guests, as your treatment requires that facilities be reserved, we request a minimum of 12 hours of notice if you are unable to keep your appointment. 

Cancellation and rescheduling:

  • between 4 hours to 12 hours prior to the scheduled appointment: 25% of the service fee

  • less than 4 hours prior to the scheduled appointment / no show: 50% of the service fee

Cooling Off Period Policy

There is 5 days cooling off period (excluding Sat, Sun and Public Holiday) during which customers may request a refund of unused credits or sessions. The cooling off period begins the day after customer signs up for the membership/package. The membership/package price less services utilised and/or products purchased calculated at list price is the refund amount to customer.

Exchange Policy

1) Products

  • Customers may request an exchange within seven (7) calendar days of the purchase date.

  • The product must be unused, in its original packaging, and accompanied by the original receipt.

  • Opened skincare products or consumables are not eligible for exchange unless there is a proven defect.

  • Personalised or customised products are non-exchangeable.

 

2) Services

  • If a customer is dissatisfied with a service, they may request an exchange for another service of equal or lesser value within seven (7) calendar days of the original service date.

  • The exchange is only valid on the remaining sessions that have not been utilised.

Transfer Policy

1) Service Packages

  • Customers may request a transfer of service packages within seven (7) calendar days of purchase.

  • Transfers are allowed to another individual only once and must be authorised by the original purchaser.

  • The recipient of the transfer must utilise the service within the original validity period.

  • Memberships and gift vouchers are non-transferable.

Refund Policy

1) Products

  • Customers may request a refund within seven (7) calendar days of purchase.

  • The product must be unused, in its original packaging, and accompanied by the original receipt.

  • Opened skincare products or consumables are not eligible for refund unless there is a proven defect.

  • Personalised or customised products are non-refundable.

 

2) Services

  • Refunds for prepaid packages may be requested within seven (7) calendar days of purchase, provided the service has not been fully utilised.

  • If the service has been partially used, the package price less services utilised calculated at list price is the refund amount.

Exclusions:

  • Refunds are not available for promotional items, gift vouchers, or services/products purchased at a discounted rate.

  • Refunds will not be granted for dissatisfaction due to personal preferences or changes in the customer’s schedule.

General Notes:

  • All refund, exchange, and transfer requests must be accompanied by the original receipt and proof of purchase.

  • To request a refund, please contact our receptionist or Integrated Health Consultants. Our team will guide you through the process and provide further instructions.

  • Refunds will be processed back to the original payment method within 30 business days

  • IHM Wellness reserves the right to refuse a refund, exchange, or transfer if the conditions above are not met.

  • All requests must be processed through our customer service team either in-store or by contacting us at enquiry-wellness@ihm-intl.com or +65 8924-3010.

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