Flexible by design.
Honest by choice.
We built these policies the way we build our treatments — around you. No hidden penalties, no rigid rules, no surprises. Just clear, fair terms that reflect the kind of studio we are.
No cancellation fees. No deposits. No penalties. We trust you, and we ask only that you extend us the same courtesy when life gets in the way.
Cancellation &
rescheduling.
Client-initiated cancellations
Cancel or reschedule any appointment, at any time, with no fee and no penalty. We do not require deposits and we do not charge for late notice. We simply ask that when you can, you let us know — so we can offer your slot to another client who may be waiting.
- Cancel any time, no questions asked
- No deposit required for any booking
- No penalty for last-minute cancellations
- Courtesy notice is appreciated, but never required
How to cancel
- Fresha app or website: My Bookings → Cancel (instant confirmation)
- WhatsApp: +65 8841 9188 — fastest response
- Email: hello@rosesnmore.com
Rescheduling
You may reschedule to any available date, time, or even a different treatment — as many times as you need, with no limit and no penalty. Just reach out via Fresha or WhatsApp and we will sort it together.
No-shows
We do not charge no-show fees. We do ask for consideration: if you are unable to attend, a quick message via WhatsApp means another client can take your slot. If no-shows become a recurring pattern (three or more without any notice), we may ask for advance payment to secure future bookings — and we will always discuss this with you directly before doing so.
Refund policy
When refunds apply
Refunds are handled individually and in good faith. The table below covers the most common scenarios.
How to request a refund
Email hello@rosesnmore.com or WhatsApp +65 8841 9188. Include your treatment date, booking reference, and reason.
We may ask a few clarifying questions or request supporting documentation. We aim to respond within 3 business days.
Depending on the situation, we will offer a full refund, a re-treatment credit, or another fair alternative — and explain our reasoning.
Approved refunds are processed within 7–14 business days to your original payment method. PayNow refunds are typically faster (3–5 business days).
When refunds do not apply
Refunds will not be provided in the following circumstances:
- You did not disclose accurate medical history or contraindications before treatment
- Poor results are attributable to non-compliance with aftercare instructions
- Dissatisfaction is due to factors outside our control — individual biology, lifestyle, or skin variability
- You no-showed without any prior notice
- You are in breach of our Terms of Service or studio conduct guidelines
Packages &
treatment credits.
How credits work
Our treatment model is credit-based — you invest in a programme, and your credits apply flexibly across any treatment we offer. There are no fixed sessions tied to a single service, and credits never expire unless otherwise stated at the time of purchase.
- No expiry — use credits at your own pace
- Flexible across treatments — not locked to one service
- Transferable — pass unused credits to a family member or friend
- Refundable — subject to the conditions below
Package refund conditions
You may request a refund of unused credits if all of the following apply:
- You have used less than 50% of the package value
- Your request is submitted within 90 days of purchase
- You are not in breach of our Terms of Service
Refund amount: unused credit value minus a 10% processing fee (minimum refund: SGD $50). This fee covers the administrative and payment processing costs of the original transaction.
ROOT REVIVE hair programme
The ROOT REVIVE 8-session hair growth programme carries specific terms due to its protocol-dependent nature:
- All 8 sessions must be completed within 12 months of purchase
- Sessions unused after 12 months lapse without refund
- You may pause the programme for up to 3 months — just let us know in advance
- Refund of unused sessions is available if requested within 6 months of purchase, minus a 15% administration fee
Refund timelines
by payment method.
Refund timelines vary depending on how you originally paid. Below is a guide to what to expect.
Processed via HitPay. Appears as a credit on your card statement. Timing depends on your card issuer.
Returned to your registered bank account. Typically the fastest refund method.
Cash refunds are provided in person at our studio. Please contact us to arrange a convenient time.
Credits or loyalty points are returned directly to your Fresha account once approved.
Special
circumstances.
Life is not always predictable. We extend flexibility to clients navigating the following situations — just reach out and we will work something out together.
Medical or health concerns
If a health issue prevents you from attending or continuing a treatment programme, we will reschedule or issue a full refund or credit — no unnecessary documentation required for genuine concerns. If we need additional information, we will ask you kindly.
Pregnancy
If you become pregnant after booking or starting a programme, we will pause your credits and hold them until you are ready to resume. Plasma, microneedling, and spicule treatments are contraindicated during pregnancy — but we can offer MLD, Parafango thermal treatments, and clinical aromatherapy in the interim. Full credit or refund is available for any sessions that cannot be adapted.
Relocation or extended travel
If you are relocating or travelling long-term, your options are: transfer unused credits to a friend or family member; pause your programme for up to 6 months; or request a refund of unused credits within 90 days of purchase. We will always try to find the arrangement that works best for you.
When we cancel
If we ever need to cancel your appointment — due to practitioner illness, equipment issues, or circumstances beyond our control — we will contact you as early as possible, offer you the next available appointment at your convenience, and provide a full refund of any prepayment if rescheduling does not suit you.
Dispute
resolution.
Our process
If you are dissatisfied with our initial response to a concern or refund request, please escalate directly to us — we would always rather resolve something in conversation than through a formal process.
- Contact us with full details: Email hello@rosesnmore.com with a clear account of your concern
- Review and response: We will review your escalation and respond within 5 business days
- Mediation: If we remain unable to reach a resolution, we are open to independent third-party mediation
Chargebacks
We strongly encourage direct communication before initiating a chargeback with your bank. Most concerns can be resolved quickly and amicably by talking to us. Chargebacks initiated without prior contact may affect your account standing and our ability to serve you in the future.
We are a small, relationship-first studio. If something has not been right, please tell us. We genuinely want to make it right — and we are far more capable of doing that in a direct conversation than through a bank dispute process.
Loyalty &
referral rewards.
Fresha loyalty programme
Our loyalty programme runs through Fresha and rewards you simply for returning. Points accumulate automatically with every visit.
- Earn 1 point per SGD $1 spent
- Redeem points for treatment credits
- Bonus points: 25 pts for a review, 100 pts for a referral, bonus on your birthday
Membership tiers
Entry tier. Full loyalty point earning from your very first visit.
Unlocked as you build your treatment history with us.
Our most loyal clients — recognised and rewarded.
Referral rewards
When you refer a friend who books with us, both of you receive 100 loyalty points and a 20% discount on your next treatment. There is no limit to how many friends you can refer.
Our commitment
to your results.
Every client leaves with aftercare guidance, a follow-up channel via WhatsApp, and a practitioner who has thought carefully about what their skin needs next. If something doesn't feel right after your session, we want to know — within 7 days — so we can discuss your options and make it right.
Every skin is different. Results depend on individual biology, lifestyle, home care, and treatment consistency. We cannot guarantee a specific outcome — but we guarantee that every protocol we compose will be thoughtful, honest, and calibrated to your skin. We will never recommend a treatment we do not believe is right for you.
Questions?
We're here.
For anything related to bookings, refunds, credits, or this policy — please reach out. We respond personally and promptly.
64B Peck Seah Street, Singapore 079325
Email: hello@rosesnmore.com
WhatsApp: +65 8841 9188
Hours: Daily, 10am – 7pm
We typically respond within a few hours on WhatsApp.
Policy updates
We may update this policy from time to time. Changes will be published here with a revised date. Continued use of our services constitutes acceptance of the current version.