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Refund & Cancellation Policy

Flexible, client-friendly policies designed with your peace of mind in mind.

Our Philosophy

At Roses & More, we believe in flexibility and trust. We maintain a client-friendly cancellation and refund policy because we understand that life happens. Your comfort and satisfaction are our priorities.

✨ Bottom Line: No cancellation fees. No deposits. No penalties. Just honest, transparent policies.

1. Cancellation Policy

1.1 Client-Initiated Cancellations

No cancellation fees for any cancellations or rescheduling.

Cancel anytime, no questions asked
No deposit required for bookings
No penalty for last-minute cancellations
We appreciate courtesy notice when possible, but it's not required

1.2 How to Cancel

You can cancel via:

Fresha App: My Bookings → Cancel (instant)
Fresha Website: My Bookings → Cancel
WhatsApp: +65 8841 9188 (fastest response)
Phone: +65 8841 9188
Email: hello@rosesnmore.com

1.3 Rescheduling

You can reschedule to a different date/time anytime with no penalty:

Change appointment time via Fresha or WhatsApp
Request a specific therapist (if available)
Switch to a different treatment
Reschedule multiple times with no limit

1.4 No-Shows

While we do not charge no-show fees, we ask for courtesy:

Repeated no-shows (3+ times) may require advance payment or deposit for future bookings
We understand emergencies happen—just let us know when possible
If you're running late, contact us via WhatsApp ASAP

2. Refund Policy

2.1 General Refund Eligibility

Refunds are handled on a case-by-case basis. You may be eligible for a refund or credit if:

Scenario	Refund Eligibility	Timeline
Unsatisfactory Treatment Results don't meet expectations (with proper protocols followed)	Full refund or re-treatment credit	Within 7 days of treatment
Medical Contraindication Treatment cannot proceed due to health reasons	Full refund or credit	Immediate
Cancellation 24+ Hours Before You cancel with 24+ hours notice	Full refund or credit	Within 7 days
Our Cancellation We cancel due to practitioner illness, emergency, or equipment failure	Full refund or rescheduling	Immediate
Adverse Reaction Serious allergic reaction or safety concern	Full refund + medical support	Immediate

2.2 Refund Request Process

To request a refund, follow these steps:

Step 1: Contact Us Within 7 Days Email: hello@rosesnmore.com
WhatsApp: +65 8841 9188
Include: Treatment date, reason for refund, order/booking reference

Step 2: Assessment We review your request and may ask clarifying questions or request photos/documentation

Step 3: Resolution We will offer: Full refund, re-treatment credit, or alternative solution

Step 4: Processing Approved refunds are processed within 7-14 business days to your original payment method

2.3 Non-Refundable Scenarios

Refunds will NOT be provided if:

You fail to disclose accurate medical information or contraindications
You do not follow aftercare instructions and experience poor results
You cancel less than 24 hours before appointment (no cancellation fee, but no refund)
You no-show without notice
Results don't meet expectations due to factors outside our control (genetics, lifestyle, non-compliance)
You violate our Terms of Service or conduct policies

3. Package & Credit Refunds

3.1 Package Credits

Treatment packages are credit-based and flexible:

No expiry: Credits never expire—use at your pace
Flexible use: Use across any treatment
Transferable: Transfer unused credits to family/friends
Refundable: Refund of unused credits available (see below)

3.2 Package Refund Conditions

You may request a refund of unused package credits if:

You have used less than 50% of the package
You request within 90 days of purchase
You have not violated our Terms of Service

Refund amount: Unused credits minus 10% processing fee (minimum $50 refund)

3.3 ROOT REVIVE Hair Package

The ROOT REVIVE 8-session hair growth package has specific terms:

Sessions must be completed within 12 months of purchase
Unused sessions after 12 months expire (no refund)
You may pause the package for up to 3 months
Refund of unused sessions available if requested within 6 months of purchase (minus 15% fee)

4. Payment Method Refunds

4.1 Credit/Debit Card Refunds

Refunds to credit/debit cards are processed within 7-14 business days. The refund will appear as a credit on your card statement.

4.2 PayNow Refunds

PayNow refunds are processed within 3-5 business days to your registered bank account.

4.3 Cash Refunds

Cash refunds are provided in-person at our salon. Contact us to arrange a time.

4.4 Fresha Credits/Loyalty Points

Refunds of Fresha credits or loyalty points are credited back to your Fresha account immediately.

5. Special Circumstances

5.1 Medical or Health Issues

If you experience health issues preventing treatment:

Provide medical documentation if requested
We will reschedule or offer full refund/credit
No questions asked for legitimate health concerns

5.2 Pregnancy

If you become pregnant after booking:

We recommend postponing plasma treatments
Full refund or credit available for unused sessions
We can offer alternative treatments (MLD, Parafango, aromatherapy)

5.3 Travel or Relocation

If you're relocating or traveling:

Transfer credits to family/friends
Pause your package for up to 6 months
Request refund of unused credits (within 90 days of purchase)

5.4 Our Service Cancellations

If WE cancel your appointment due to:

Practitioner illness or emergency
Equipment malfunction
Unforeseen circumstances

We will:

Notify you immediately
Offer alternative dates at your convenience
Provide full refund if rescheduling is not possible

6. Dispute Resolution

6.1 How We Resolve Disputes

If you're unsatisfied with our response to a refund request:

Contact our team: Email hello@rosesnmore.com with detailed explanation
Escalation: We will review and respond within 5 business days
Mediation: If unresolved, we're open to third-party mediation

6.2 Chargeback Process

If you initiate a chargeback with your bank without first contacting us:

We will attempt to resolve the issue directly
Chargebacks may result in account suspension
We encourage direct communication first

7. Loyalty & Repeat Client Benefits

7.1 Loyalty Program

Our Fresha loyalty program rewards repeat clients:

Earn 1 point per SGD $1 spent
Redeem points for treatment credits
Bonus points for reviews (25 pts), referrals (100 pts), birthdays
Tier benefits: Rose → Silk (5% discount) → Diamond (20% discount)

7.2 Referral Rewards

Refer a friend and both of you receive:

100 loyalty points each
20% discount on next treatment
No limit on referrals

8. Aftercare & Satisfaction Guarantee

8.1 Our Commitment

We're committed to your satisfaction:

Expert consultation before treatment
Customized protocols for your skin
Detailed aftercare guidance
Follow-up support via WhatsApp/email
Re-treatment or adjustment if needed

8.2 If You're Not Satisfied

If you're unhappy with your treatment results:

Contact us within 7 days of treatment
We will discuss your concerns and options
We may offer: re-treatment, adjustment, credit, or refund
Your satisfaction is our priority

9. Important Reminders

⚠️ Please Note:

Results vary based on individual skin type, age, and lifestyle
Following aftercare instructions is crucial for optimal results
Some concerns may require multiple sessions (typically 4-8)
Maintenance sessions are recommended for long-term results
We cannot guarantee specific results, but we guarantee our effort and expertise

10. Contact Us

For refund inquiries, cancellations, or policy questions:

Roses & More Pte Ltd
64B Peck Seah Street, Singapore 079325

📧 Email: hello@rosesnmore.com
💬 WhatsApp: +65 8841 9188
📞 Phone: +65 8841 9188
🕐 Hours: 10am-7pm Daily (By Appointment)

Response Time: Within 24 hours (usually much faster on WhatsApp)

11. Policy Updates

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on our website with a revised "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

Last Updated: December 4, 2025