Cancellation, Refund, and Membership Policy

Cutis Medical Laser Clinics

Last Updated: 28 May 2026

At Cutis Medical Laser Clinics, we are committed to safety, transparency, and fairness. The following policies are designed to protect our patients, our medical professionals, and our clinic operations, while ensuring consistency in appointments, treatments, memberships, and loyalty benefits.

1. Appointments, Cancellations, and No-Shows

Appointments are reserved specifically for you and require dedicated time from our doctors, therapists, and clinic team.

Cancellation or rescheduling must be made by the same time on the day before your appointment. As an example, an appointment at 2pm must be cancelled or rescheduled by 2pm on the preceding day.

A cancellation or rescheduling made after this cutoff, and any missed appointment without notice, are treated in the same way:

• If the appointment draws on a prepaid package session, that session is forfeited.
• If the appointment is for a single treatment that is not part of a package, no loyalty points will be awarded on your next visit.

After two missed or late-cancelled appointments, we may be unable to offer further appointments.

Where the clinic is closed on the day your cancellation cutoff falls, a cancellation sent by WhatsApp to +65 9780 2079 will be accepted based on the time it is sent.

2. Single Treatments

All treatments are non-refundable once performed.

Prepaid single treatments that have not yet been performed may be considered for a refund only under exceptional circumstances, at the discretion of Cutis Medical Laser Clinics, and subject to the cooling-off provisions in Section 4 where these apply.

• Where a refund is approved:
  • Any Cutis Loyalty Points earned from the refunded amount will be expunged.
  • Any Cutis Loyalty Points used on the transaction will not be reinstated.

3. Promotions and Special Offers

Promotions are valid only during the stated promotional period.

Promotional packages are eligible for treatment or product credit within the 7-day cooling-off period in place of a cash refund. Outside this period, promotional packages carry no cash value and are non-refundable.

Promotions cannot be combined with other offers, loyalty redemptions, or referral rewards unless expressly stated.

Promotional benefits have no cash value and are non-exchangeable.

Promotional pricing does not establish a reference price for future refunds, recalculations, or package adjustments.

Where a treatment is assessed as medically unsuitable before it is performed, the full-refund provision in Section 8 applies and overrides the non-refundable treatment of promotional packages.

4. Treatment Packages and Prepayments

4.1 7-Day Cooling-Off Period

All treatment packages come with a 7-day cooling-off period from the date of purchase, unless otherwise stated in writing. Promotional packages are addressed in Section 3 and are eligible for credit rather than a cash refund within this period.

4.2 Refunds Within the Cooling-Off Period

A cancellation made within the 7-day cooling-off period will receive a full refund, with no questions asked, less the standard individual treatment rate for any session already performed during that period.

Refunds are processed to the original payment method where possible and may take several business days to reflect.

• Any Cutis Loyalty Points earned from the original purchase will be expunged.
• Any Cutis Loyalty Points used on the transaction will not be reinstated.

4.3 Refunds Outside the Cooling-Off Period

Subject to Approval:
Refund requests made after the cooling-off period require prior management approval.

Right to Decline:
Cutis Medical Laser Clinics reserves the right, at its absolute discretion, to decline:

• any refund request, whether for a full or partial refund;
• any request to change from one treatment or package to another.

Where a change from one treatment or package to another is permitted, it is granted at the clinic’s absolute discretion and processed as a top-up, with the patient paying any difference at the standard rate for the new treatment. Where the new treatment is of lower value, the difference is not refunded. A decision to decline any request under this section is final and does not affect the patient’s statutory rights.

If approved:

• Recalculation at Standard Rate: any treatments already received will be recalculated at the standard individual treatment rate listed at the time of original purchase, not at any discounted, promotional, or package rate.
• Administration Fee: the remaining balance, after recalculation, will be reduced by a 15% administration fee.
• Loyalty points used: where Cutis Loyalty Points were redeemed toward the original purchase, those points are not refunded as cash and are not reinstated to the patient’s account.
• Loyalty points issued: no new Cutis Loyalty Points will be issued for any replacement package, adjusted balance, or credited amount.

4.4 Non-Transferability

Prepaid treatments and packages are non-transferable, whether to another patient, another individual, or another treatment area of the body.

4.5 Package Validity

All treatment packages are valid for 12 months from the date of purchase unless otherwise stated. We do not send reminders about package expiry; keeping track of the validity period is the patient’s responsibility.

4.6 Extensions:
Requests for extensions must be made before the package expiry date. An extension may be granted for a fee of 20% of the remaining package value, extending validity by an additional 3 months. Extensions are granted once per package only, unless otherwise approved by management.

4.7 Practitioner Assignment

Treatments and packages are provided by Cutis Medical Laser Clinics, not by any individual practitioner. While we make reasonable efforts to accommodate preferences, the clinic may assign an appropriately qualified doctor or therapist to deliver your treatment. A change of assigned practitioner is not grounds for a refund.

5. Membership Policy

5.1 Membership Fees and Use

• Membership fees are non-refundable once activated.
• Membership benefits are valid only during the active membership period and are nontransferable.
• Membership benefits cannot be paused, backdated, or reinstated once expired, unless expressly stated.

5.2 Tier Qualification

Membership tiers are determined by total eligible spend within the preceding 12 months and are reviewed periodically.

• Tier qualification is based on completed and eligible transactions only.
• Tier benefits apply only while the patient remains qualified for that tier.
• Downgrades or upgrades may occur automatically based on spending activity.

6. Cutis Loyalty Points Policy

6.1 Earning Points

Cutis Loyalty Points are awarded on eligible, non-discounted treatments and products only.

Points are not awarded on:

• Discounted services or products
• Promotional bundles unless expressly stated
• Cancelled or no-show appointments
• Refunded, reversed, or voided transactions
• Administration fees, penalties, or extension fees

The clinic reserves the right to delay, adjust, or withhold points allocation where policy conditions are not met.

6.2 Points Validity

• All Cutis Loyalty Points earned on or after 1 January 2026 are valid for 180 days from the date of issuance.
• Points earned prior to this date retain their original expiry dates.

Expired points are automatically forfeited and cannot be reinstated.

6.3 Refunds and Points

If a refund, partial refund, or reversal is approved for any reason:

• All Cutis Loyalty Points earned from the refunded amount will be expunged.
• Any Cutis Loyalty Points used in the original transaction will not be reinstated.

Points are deemed forfeited from the date the refund is approved. Where points are redeemed between approval and reconciliation at the next visit, the redeemed value is recoverable by the clinic.

7. Referrals and Bonus Points

• Referral and bonus points are issued only when all stated referral conditions are met, including any minimum spend requirements.
• Referral and bonus points follow the same expiry, forfeiture, and refund rules as standard Cutis Loyalty Points.
• Cutis Medical Laser Clinics reserves the right to withhold, reverse, or cancel referral points in cases of suspected misuse, self-referrals, or policy abuse.

8. Medical Discretion and Clinical Outcomes

• All medical treatments are subject to consultation and clinical suitability.
• Individual results vary and are influenced by biological, lifestyle, and medical factors.
• Dissatisfaction with aesthetic outcomes does not constitute grounds for a refund.
• Cutis Medical Laser Clinics reserves the right to decline, postpone, or discontinue treatment if deemed medically inappropriate or unsafe, even after purchase.

Where Cutis Medical Laser Clinics assesses a treatment to be medically unsuitable or unsafe before it is performed, the unperformed portion will be refunded in full, with no administration fee or deduction, or credited at the patient’s preference.

In other cases where treatment cannot proceed, any refund, credit, or adjustment will be determined in accordance with this policy, and loyalty points will be adjusted accordingly.

9. Consultation Fees

Consultation fees are credited toward a treatment or product purchase of $400 or more made within 6 months of the consultation.

• The credit is applied against the qualifying purchase and is not paid out as cash.
• The $400 threshold may be met by treatments and products combined.
• This credit applies to one consultation per patient.
• Where the qualifying purchase is subsequently cancelled or refunded for any reason, including within the cooling-off period, the consultation fee is reinstated and deducted from the amount refunded.

10. Vouchers, Gift Cards, and Treatment Credit

Vouchers and gift cards are valid for 6 months from the date of issue, or for the period stated on the voucher, whichever applies. They carry no cash value and cannot be exchanged for cash.

Where a refund is approved, Cutis Medical Laser Clinics may, with the patient’s agreement, provide treatment credit in place of a cash refund. Treatment credit issued in this way is valid for 12 months from the date of issue.

11. Payment Disputes

Where a payment dispute or chargeback is raised on a transaction, the patient agrees to contact the clinic first so the matter can be reviewed and resolved. The clinic may suspend related bookings, credits, or loyalty points until the dispute is resolved. This clause does not affect any statutory rights the patient may have.

12. Policy Amendments

Cutis Medical Laser Clinics reserves the right to amend, update, or replace these policies at any time without prior notice. The most current version published on our website shall prevail.

13. Governing Law and Disputes

This policy is governed by the laws of Singapore. If any provision is found to be unenforceable, the remaining provisions continue to apply in full. In the event of a dispute, patients are encouraged to raise the matter with the clinic first, and may seek assistance through the Consumers Association of Singapore (CASE) or the Small Claims Tribunals where applicable.

10. Contact Us

For questions regarding appointments, packages, memberships, or loyalty points, please contact:

Cutis Medical Laser Clinics
9 Scotts Road, Pacific Plaza, Scotts Medical Center #08-07, Singapore 228210

Phone: +65 6801 4000
WhatsApp: +65 9780 2079
Email: hello@cutislaserclinics.com