Payment, Cancellation and Refund Policies

Last Updated: July 2024

PAYMENT NOTICE

All payments for group classes, private sessions and wellness consultations shall be made to COMO Shambhala Pte Ltd. If you are booking a group class through the CS Singapore app, payment instructions shall be given via the CS Singapore app. If you are booking a private session or wellness consultation through the COMO Shambhala Singapore Wellness Concierge or through email, payment instructions will be sent to you via email upon confirmation of your booking.

All treatments, consultation and package prices are clearly displayed on COMO Shambhala Pte Ltd’s price list and website. All prices are quoted in Singapore dollars and are inclusive of GST rates, as we are a GST-registered company.

All discounted prices and promotions, if any, are clearly stated on COMO Shambhala Pte Ltd’s published rates, marketing materials, website (comoshambhala.com/singapore) and displayed at the COMO Shambhala Singapore Wellness Centre concierge.

COMO Shambhala Pte Ltd accepts most credit cards (including Visa, MasterCard, American Express), Nets, Apple Pay and cash payments in Singapore dollars.

All prices quoted will be honoured by COMO Shambhala Pte Ltd at the time of booking for treatments, spa packages and other related services. Promotional packages may have specific validity periods as stated in COMO Shambhala Pte Ltd marketing materials and on the website.

PRE-PAYMENT PROTECTION POLICY

COMO Shambhala Pte Ltd provides approved insurance coverage for customers on pre-paid treatment packages, membership and gift vouchers. The insurance protection will be processed immediately on collection of payment.

Pre-payment protection allows consumers to claim unused portions of the pre-payment made, following the closure of the accredited business. Upon making pre-payment to any CaseTrust accredited businesses, you will be given a proof of protection containing your personal details and the protected sum. For this purpose, your personal particulars would be provided to the accredited business, as required by the pre-payment protector (i.e. the Insurer).

COMO Shambhala Singapore will provide

1) Mobile number

2) Package sum

3) Balance package sum

The appointed CaseTrust insurer, Income Insurance would contact you to obtain details on

1) Identity number

2) Surname

3) Given name

For more information on how the varying protection mechanisms work, you may contact CaseTrust officers at +65 6461 1800 or email casetrust@case.org.sg.

As a service guarantee in accordance with CaseTrust Policy’s minimum cooling-off period, full refunds will only be given for unutilised packages within five working days from the date of purchase. Any unused classes at the time of expiry of your package will be forfeited.

Disclosure of the purchaser's personal details are required during the sales of prepaid services at COMO Shambhala Pte Ltd, to facilitate the processing of the prepayment protection.ï¿¼Sales of prepaid services at COMO Shambhala Pte Ltd are strictly not permitted.

GROUP MAT & EQUIPMENT SESSION CANCELLATION POLICY

All cancellations must be made at least twelve hours before group equipment classes via our CS Singapore app, through our Wellness Concierge, or through email.

The Wellness Concierge can be contacted at +65 6304 3552, or by email at enquiry@comoshambhala.com between 7am to 9pm (Monday to Thursday), 7am to 7pm (Friday to Sunday) and 7am to 6pm (Public Holidays).

Cancellations received after the stipulated time required will result in deduction from package. or forfeiture of pre-payment.

The cancellation policy is applicable to all types of group mat-work and equipment classes.

WORKSHOPS / PRIVATE SESSION / TREATMENT / CONSULTATION CANCELLATION POLICY

All cancellations must be made at least 24 hours before the workshop, private session, or consultation via our CS Singapore app or through our Wellness Concierge at +65 6304 3552 / email enquiry@comoshambhala.com between 7am to 9pm (Monday to Thursday), 7am to 7pm (Friday to Sunday) and 7am to 6pm (Public Holidays).

Cancellations received less than 24 hours prior to the workshop, private session or consultation will result in deduction from package. or forfeiture of pre-payment.

The cancellation policy is applicable to all types of workshops, trainings, private sessions, treatments, and consultations.

CANCELLATION POLICY

Cancellation Fees: The cancellation fee equivalent to the price of a class or appointment will be charged if the customer fails to inform COMO Shambhala Pte Ltd by the stipulated time as stated below. No cancellation fees will be charged if the customer informs COMO Shambhala Pte Ltd in time.

Massages, treatments, and consultations: At least 24 hours before appointment.

Group Mat Classes: At least 12 hours before class.

For massages and consultations, there will be no cancellation fees only if the customer informs COMO Shambhala Pte Ltd either by phone (+65 63043552) or email (enquiry@comoshambhala.com) at least 24 hours before the appointment. This is to ensure that there is reasonable time for us to re-schedule and offer the cancelled time slot to other customers. For late cancellations or “no-shows”, the payment is non-refundable and will be forfeited. If a customer arrives late for an appointment, COMO Shambhala Pte Ltd has the right to reduce the time of the session accordingly or complete the treatment by the appointed time and charge the full price of the booked treatment.

REFUND POLICY

COMO Shambhala Pte Ltd greatly values the satisfaction of our customers and aims to provide a memorable experience. Customers who wish to return or refund a purchased package, membership, or gift voucher can do so within a cooling period of five working days (excluding Saturdays, Sundays and Public Holidays) from the purchase date for a full refund, upon presentation of the original transaction receipt. If any part of the pre-payment has been utilised, the remaining balance will be refunded.

All refunds will be processed and payments made within two weeks of the request.

Refunds will be given after the deduction of “no-show” charges, if any. Refunds do not include discounts, complimentary treatments and used sessions of packages. Refunds will not be granted for any a la carte or first-time trial services. Once the treatment has commenced, the customer is liable for full payment. If a customer arrives late for an appointment, COMO Shambhala Pte Ltd has the right to reduce the time of the session accordingly or complete the treatment by the appointed time and charge the full price of the treatment as booked.

Product Refunds: We will only accept products which are unopened, unused, and in their original packaging for refunds or exchanges. Product exchanges is only applicable for items of equivalent or lower value. All refunds will be processed, and payments made within two to four weeks of the request.

Cancellation of classes or treatments made during the five days cooling off period (excluding Saturdays, Sundays and Public Holidays) within the minimum cancellation notice period, will be refunded in full.

After the cooling-off period, no refunds or exchanges will be allowed on any pre-payments for services of payments, apart from medical reasons substantiated with supporting medical documents. The customer may make an exchange for other packages / products of the same or lower value.

GENERAL

COMO Shambhala Pte Ltd is committed to and offers Goods and Services of satisfactory quality as defined in the Sales of Goods Act S14 (2), Consumer Protection (Fair Trading) Act. and Lemon Law.

Our consultations and treatments are available for purchase as gift vouchers, at our COMO Shambhala Wellness Centre. Gift recipients can change the purchased treatment by paying the difference if the new massage consultation treatment is of higher value. If it’s of equal value, no additional payment is required. There will be no refunds of the difference if the new massage consultation treatment is of a lower value. All gift vouchers must be redeemed within their normal validity period of six months from date of purchase. There will strictly be no extensions of expiry dates. The gift recipient is advised to make an appointment to ensure the availability of preferred timing. Gift vouchers purchased cannot be refunded or redeemed for cash.

COMO Shambhala Pte Ltd offers services to both genders.

COMO Shambhala Pte Ltd does not allow and strictly prohibits any form of unethical selling tactics during treatments and at the Wellness Centre

As part of service guarantee, customers are allowed one time exchange of therapist within 10-minute of the treatment.

COMO Shambhala Pte Ltd is fully committed to offering a seamless customer experience. A reminder will be sent to the customer at least one day before their appointment. COMO Shambhala Pte Ltd will also update the customer one month before their membership expires. Customer complaints will be addressed as soon as possible, within a reasonable time frame of no more than 21 days. If a customer is not satisfied with the proposed resolution, he / she is advised to contact the Case Mediation Centre at +65 6277 5100. The Case Mediation Centre is located at 170 Ghim Moh Road #05-01 Ulu Pandan Community Building, Singapore 279621.