Refund Policy

Refund Policy

Last Updated: March 10, 2026

1. General Policy

All services rendered by Supen Spa are non-refundable. Once a treatment has commenced or been completed, no refund shall be issued under any circumstances. By booking and receiving a service, you acknowledge this policy.

2. Cancellation Refunds

If you cancel a pre-paid appointment more than 4 hours before the scheduled time, a credit note may be issued (valid for 30 days) at our sole discretion. No cash or digital refunds will be processed for cancellations. Cancellations made within 4 hours of the appointment or no-shows will result in 100% forfeiture of any prepaid amount.

3. Membership Refunds

Membership packages are strictly non-refundable and non-transferable once activated. Unused sessions within the membership validity period expire automatically without compensation, extension, or refund. Membership price changes do not entitle existing members to refunds or adjustments.

4. Gift Vouchers & Promotional Credits

Gift vouchers, promotional codes, and complimentary credits are non-refundable, non-transferable, cannot be exchanged for cash, and are subject to their stated terms and expiry dates. Lost or stolen vouchers will not be replaced or refunded.

5. Service Dissatisfaction

If you are dissatisfied with a service, please inform us immediately during or at the end of the session — not after leaving the premises. We may, at our sole discretion, offer a complimentary re-treatment or partial service credit. However, we are under no legal obligation to provide any refund, compensation, or re-treatment for subjective dissatisfaction.

6. Exceptional Circumstances

In very rare circumstances (such as service cancellation by Supen Spa due to staff unavailability or emergency), we may issue a full refund or reschedule the appointment. This is entirely at our discretion and does not set a precedent for future claims.

7. Processing Time

If a refund or credit is approved at our discretion, processing may take 7–15 business days depending on the payment method. We are not responsible for delays caused by bank processing times.