Dispute Resolution

Dispute Resolution Policy

Last Updated: March 10, 2026

1. Good Faith Resolution

In the event of any dispute, claim, or disagreement arising from or relating to our services, you agree to first attempt to resolve the matter informally by contacting our management team at info@supenspa.com or +91 98198 93901. We aim to resolve all complaints within 15 business days of receipt.

2. Formal Complaint Process

If informal resolution is unsuccessful, you may submit a formal written complaint via email to info@supenspa.com with the subject line "Formal Complaint." Your complaint must include: full name, date of service, service received, detailed description of the issue, and any supporting evidence. We will acknowledge receipt within 3 business days and provide a formal response within 30 business days.

3. Mediation

If the formal complaint process does not result in a satisfactory resolution, both parties agree to submit the dispute to mediation before an independent mediator in Mumbai, Maharashtra. The costs of mediation shall be shared equally between both parties unless otherwise agreed.

4. Arbitration

If mediation fails, the dispute shall be referred to and finally resolved by binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 (India). The arbitration shall be conducted in Mumbai, Maharashtra, in the English language. The arbitrator's decision shall be final and binding on both parties.

5. No Class Action

You agree that any dispute resolution proceedings will be conducted on an individual basis only. You waive the right to participate in any class action, consolidated action, or representative action against Supen Spa.

6. Limitation Period

Any claim or dispute arising from our services must be raised within 30 days of the date of the service in question. Claims raised after this period shall be deemed waived and will not be entertained.

7. Governing Law & Jurisdiction

All disputes shall be governed by the laws of India and subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, India.