Return, Cancellation & Cooling-Off Policy
Bio Organicare is committed to providing transparent and fair information regarding the purchase of our treatment packages, services and products.
To provide customers with additional peace of mind, Bio Organicare voluntarily offers a five (5) calendar-day Cooling-Off Period for eligible purchases, subject to the terms and conditions set out in this Policy.
This Policy explains how cancellation requests are reviewed, how approved refunds are calculated, and the rights and responsibilities of both Bio Organicare and our customers.
Nothing in this Policy is intended to exclude or limit any consumer rights that cannot legally be excluded under the laws of the Republic of Singapore.
1. Scope of This Policy
Unless otherwise stated in writing, this Policy applies to purchases made directly from Bio Organicare, including but not limited to:
– Treatment Packages
– Individual Treatment Sessions
– Trial Treatments
– Hair & Scalp Programmes
– Homecare Products
– Promotional Packages
– Gift Vouchers issued by Bio Organicare
– Other products and services offered by Bio Organicare
Certain promotions, campaigns or limited-time offers may be subject to additional written terms and conditions. Where additional terms apply, they shall be read together with this Policy.
2. Definitions
For the purposes of this Policy:
“Cooling-Off Period” means the voluntary period of five (5) calendar days commencing from the purchase date shown on the customer’s receipt or invoice.
“Treatment Package” means any package consisting of multiple treatment sessions purchased from Bio Organicare.
“Ala Carte Price” means Bio Organicare’s prevailing published non-package price for an individual treatment or service at the time a refund is calculated.
“Homecare Product” means any shampoo, serum, tonic, conditioner, supplement or retail product supplied by Bio Organicare.
“Promotional Benefit” includes complimentary treatments, complimentary products, discounts, vouchers, rebates, gifts or other promotional incentives provided in connection with a purchase.
“Outstanding Balance” means any unpaid amount remaining under a Treatment Package or purchase agreement.
3. Relationship Between This Policy and Purchase Documents
This Policy should be read together with the customer’s receipt, invoice, package purchase records and any additional written terms issued by Bio Organicare.
Where reasonably possible, these documents shall be interpreted consistently.
If there is any inconsistency between this Policy and any other purchase document, Bio Organicare will interpret and administer the relevant documents reasonably, taking into account the wording of the documents, the surrounding circumstances and applicable Singapore law.
4. Voluntary Five (5) Calendar-Day Cooling-Off Period
As a gesture of goodwill, Bio Organicare voluntarily provides a five (5) calendar-day Cooling-Off Period for eligible purchases.
The Cooling-Off Period:
– Commences from the purchase date shown on the customer’s receipt or invoice.
– Ends at 11:59 p.m. on the fifth (5th) calendar day.
– Applies only to eligible purchases.
– Does not automatically entitle a customer to a full refund.
– Is subject to the terms and conditions set out in this Policy.
A refund request submitted during the Cooling-Off Period will be reviewed individually.
Submission of a request does not constitute approval of a refund.
All refund requests remain subject to verification, eligibility and applicable deductions.
5. Eligibility for Cancellation Requests
Customers who wish to request cancellation during the Cooling-Off Period should notify Bio Organicare as soon as reasonably practicable.
Bio Organicare may consider a request where:
– The request is submitted within the Cooling-Off Period.
– The purchase can be verified.
– The customer’s identity can be verified.
– Sufficient information has been provided to review the request.
– The request complies with this Policy.
Submitting a request within the Cooling-Off Period does not guarantee approval.
Each request will be assessed on its own facts and circumstances.
6. How to Submit a Refund Request
To assist Bio Organicare in reviewing a request promptly, customers should provide:
– Full Name
– Contact Number
– Receipt or Invoice Number
– Purchase Date
– Reason for the cancellation request
Bio Organicare may request additional information or supporting documents where reasonably necessary to verify the request.
Failure to provide sufficient information may delay the review process.
7. Verification of Refund Requests
Before making any decision, Bio Organicare reserves the right to verify all relevant information, including but not limited to:
– Purchase records
– Payment records
– Package records
– Treatment history
– Appointment records
– Redemption history
– Complimentary products or services provided
– Promotional benefits enjoyed
– Communication records
– Any other information reasonably required to assess the request
Bio Organicare may contact the customer if further clarification or supporting information is required.
Refund requests will only be assessed after the verification process has been completed.
8. No Automatic Approval
For the avoidance of doubt, submitting a refund or cancellation request does not constitute approval.
Each request will be assessed individually in accordance with this Policy, taking into account the relevant facts, supporting information, purchase records and applicable circumstances.
Where appropriate, Bio Organicare may:
– Approve the request in full;
– Approve part of the request;
– Request additional information;
– Propose an alternative resolution; or
– Determine that the request does not satisfy the requirements of this Policy.
Bio Organicare will assess each request reasonably and consistently with the terms of this Policy and applicable Singapore law.
9. Refund Assessment
All refund requests submitted during the Cooling-Off Period will be assessed individually.
Bio Organicare reserves the right to review all relevant purchase records, treatment records, redemption history, payment records and any other information reasonably required before making a decision.
A refund request submitted within the Cooling-Off Period does not automatically entitle a customer to a full refund.
Only refunds approved by Bio Organicare after completion of the verification process will be processed in accordance with this Policy.
10. Refund Calculation
Where a refund is approved, the refundable amount (if any) shall be determined after deducting all applicable amounts from the payment received by Bio Organicare.
Depending on the circumstances, deductions may include but are not limited to:
– Utilised treatments or services;
– Homecare products supplied;
– Complimentary gifts or promotional benefits retained by the customer;
– Actual non-refundable payment processing charges incurred by Bio Organicare where permitted by applicable law;
– Any other applicable deductions disclosed under this Policy.
The refundable amount, if any, shall not exceed the amount actually received by Bio Organicare.
Where the total applicable deductions equal or exceed the amount paid by the customer, no refund shall be payable.
11. Utilised Treatments & Services
Treatment Packages are offered at package pricing on the basis that customers commit to the package as a whole.
Where a refund request is approved after one or more treatments or services have been utilised, the value of each utilised treatment or service will generally be recalculated based on Bio Organicare’s prevailing published Ala Carte Price at the time the refund is processed.
The total value of utilised treatments or services will be deducted when determining the refundable amount.
Customers acknowledge that package pricing is different from Ala Carte pricing and that cancellation of a package may result in the recalculation of utilised treatments using the prevailing published Ala Carte Price.
Where there is any dispute regarding the applicable Ala Carte Price, Bio Organicare’s prevailing published price at the time of the refund calculation shall apply unless otherwise required by applicable Singapore law.
11A. Treatment Results
Bio Organicare provides scalp and hair wellness services based on individual consultation, scalp assessment and recommended treatment plans.
Treatment outcomes may vary between individuals due to factors including, but not limited to:
– Individual scalp and hair condition;
– Age;
– Genetics;
– Lifestyle;
– Medical history;
– Medications;
– Hormonal changes;
– Compliance with recommended treatment schedules;
– Compliance with homecare recommendations; and
– Other factors beyond Bio Organicare’s reasonable control.
Accordingly, dissatisfaction with the speed, extent or timing of treatment results alone does not automatically entitle a customer to cancellation or a refund.
Any request relating to treatment outcomes will be assessed based on the individual circumstances of the case and in accordance with this Policy.
11B. No Guarantee of Results
Bio Organicare will provide treatments with reasonable care and skill based on the customer’s individual consultation, scalp assessment and recommended treatment plan.
However, due to individual biological differences and other factors beyond Bio Organicare’s reasonable control, Bio Organicare does not guarantee any specific treatment outcome, time frame for improvement or level of hair or scalp improvement.
Nothing in this clause limits Bio Organicare’s obligation to provide services with reasonable care and skill in accordance with applicable Singapore law.
12. Homecare Products
Where homecare products have been supplied as part of a purchase, Bio Organicare may deduct the prevailing selling price of any product that:
– Has been opened;
– Has been used;
– Cannot reasonably be resold as new; or
– Has not been returned.
Where unopened products are returned in their original saleable condition, Bio Organicare may determine whether any deduction is necessary.
12A. Condition of Returned Products
Where the return of a Homecare Product forms part of an approved refund, the product should be returned in its original packaging together with any accessories, manuals, promotional items or complimentary items supplied with the product, where reasonably applicable.
Bio Organicare may take the condition of the returned product into account when determining whether any deduction is appropriate under this Policy.
Nothing in this clause limits any statutory rights available under applicable Singapore law.
13. Complimentary Products, Gifts & Promotional Benefits
Promotional packages may include complimentary treatments, products, gifts, discounts, vouchers or other promotional benefits.
Where a refund is approved, Bio Organicare reserves the right to deduct the reasonable value of any complimentary item or promotional benefit that has been:
– Redeemed;
– Retained;
– Consumed;
– Activated; or
– Otherwise enjoyed by the customer.
Where complimentary items are returned unused and in their original saleable condition, Bio Organicare may determine whether any deduction is necessary.
14. Promotional Pricing
Certain package prices are offered as part of promotional campaigns, bundled offers or special pricing.
Where a purchase is cancelled, customers shall not be entitled to retain promotional pricing while cancelling the remaining package.
Bio Organicare reserves the right to recalculate utilised treatments using the prevailing published Ala Carte Price where applicable.
15. Partial Payments & Outstanding Balances
Some purchases may be made by way of a partial payment, instalment arrangement or with an outstanding balance remaining.
Where a refund is approved:
– The refund shall be calculated based on the amount actually received by Bio Organicare;
– All applicable deductions shall first be applied; and
– The refundable amount, if any, shall not exceed the amount actually paid by the customer.
For the avoidance of doubt, Bio Organicare is not required to refund any amount that has not been received.
16. Payment Processing Charges
Payments made through credit cards, instalment providers, Buy Now Pay Later (BNPL) services, digital wallets or other payment platforms may involve processing charges payable by Bio Organicare.
Where a refund is approved, Bio Organicare reserves the right, where permitted under applicable law, to deduct any actual non-refundable payment processing charges, merchant fees or similar costs incurred by Bio Organicare that cannot reasonably be recovered.
No deduction shall exceed the actual unrecoverable amount incurred by Bio Organicare.
17. Refund Examples
The following examples are provided for illustration only. Actual refund calculations may vary depending on the individual circumstances, the customer’s purchase history, utilised treatments, redeemed benefits and the applicable terms of this Policy.
Example 1 – No Treatments Utilised
A customer purchases a Treatment Package and submits a cancellation request within the Cooling-Off Period without redeeming any treatment, receiving any product or enjoying any Promotional Benefit.
If approved, the refund will generally be based on the amount paid, subject to any applicable deductions under this Policy.
Example 2 – Treatments Already Utilised
A customer purchases a Treatment Package and redeems one or more treatment sessions before requesting cancellation.
If approved, the value of the utilised treatment sessions may be deducted based on Bio Organicare’s prevailing published Ala Carte Price.
Example 3 – Complimentary Products Retained
A customer receives complimentary Homecare Products as part of a promotional package and subsequently requests cancellation.
If approved, Bio Organicare may deduct the reasonable value of any complimentary products retained by the customer.
Example 4 – Partial Payment
A customer purchases a Treatment Package with only part of the purchase price paid at the time of purchase.
If approved, the refund shall be calculated based on the amount actually received by Bio Organicare after deducting all applicable amounts under this Policy.
18. Refund Payment Method
Where a refund is approved, Bio Organicare will generally process the refund using PayNow or another payment method determined by Bio Organicare.
Refunds will only be made to the customer or the original payer, unless Bio Organicare agrees otherwise in writing.
Bio Organicare reserves the right to request reasonable verification of the recipient’s identity before releasing any refund.
19. Refund Processing Time
Approved refunds will be processed within a reasonable period after:
– The verification process has been completed;
– All required supporting information has been received; and
– The final refundable amount has been determined.
Processing times may vary depending on payment providers, banks or other third-party financial institutions. Bio Organicare shall not be responsible for delays caused by such third parties.
20. Requests After the Cooling-Off Period
Refund requests received after the expiry of the voluntary five (5) calendar-day Cooling-Off Period will generally not be accepted, unless:
– Required by applicable Singapore law; or
– Expressly approved in writing by Bio Organicare.
Where a refund request is not approved, customers may continue to utilise any remaining eligible treatment sessions or package benefits in accordance with the applicable package terms.
21. Appointment Attendance
Customers are encouraged to attend appointments as scheduled.
Where a customer is unable to attend an appointment, sufficient advance notice should be provided whenever reasonably possible.
Missed appointments, late arrivals or appointment rescheduling do not automatically entitle a customer to cancellation or a refund.
22. Medical Conditions
Customers are responsible for informing Bio Organicare of any known medical conditions, allergies, medications or other relevant health information before commencing treatment.
Where treatment is postponed, modified or considered unsuitable due to medical reasons, Bio Organicare will consider appropriate alternatives based on the individual circumstances.
Any request for cancellation or refund arising from medical circumstances will be assessed in accordance with this Policy and applicable Singapore law.
23. Transfers & Exchanges
Where appropriate, Bio Organicare may allow:
– Exchange of eligible treatments;
– Exchange for selected Homecare Products;
– Transfer of eligible package benefits; or
– Another reasonable alternative.
Any such arrangement will be considered on a case-by-case basis, having regard to the individual circumstances, and does not create an obligation for Bio Organicare to offer the same arrangement in future cases.
24. Promotional Campaigns
Promotional campaigns may be offered for a limited period and may be subject to additional terms and conditions.
Where a purchase forms part of a promotional campaign and a refund is subsequently approved, Bio Organicare may adjust or withdraw any promotional benefit associated with that purchase.
Where applicable, the value of any withdrawn promotional benefit may be taken into account when calculating the refundable amount in accordance with this Policy.
25. Package Validity
Treatment packages are intended to be utilised within their applicable validity period.
Where an extension is granted by Bio Organicare, such extension is provided as a gesture of goodwill and shall not create any continuing entitlement to future extensions.
26. Company Rights
Bio Organicare may, where appropriate and after considering the circumstances of each case, offer an alternative resolution, including but not limited to an exchange of services, transfer of eligible package benefits, credit towards other eligible services or products, or another reasonable goodwill arrangement.
Any such arrangement is provided on a case-by-case basis and does not constitute an admission of liability, create a contractual obligation or establish a precedent requiring Bio Organicare to offer the same arrangement in future cases.
Nothing in this clause limits Bio Organicare’s rights under this Policy or applicable Singapore law.
27. Circumstances Beyond Our Control
Bio Organicare shall not be responsible for delays or interruptions arising from events beyond its reasonable control, including but not limited to:
– Natural disasters;
– Fire;
– Flood;
– Pandemic;
– Government restrictions;
– Power outages;
– Internet or payment system failures; or
– Other unforeseen events affecting business operations.
Where reasonably practicable, Bio Organicare will make reasonable efforts to minimise any disruption to customers.
28. Limitation of This Policy
This Policy applies only to the voluntary Cooling-Off Period offered by Bio Organicare.
Nothing in this Policy limits any statutory rights or remedies available to customers under applicable Singapore law where such rights cannot legally be excluded.
29. False, Misleading or Incomplete Information
Customers are expected to provide accurate and complete information when purchasing products or services and when submitting any refund or cancellation request.
Where Bio Organicare reasonably believes that any information provided is false, misleading, incomplete or intentionally withheld, Bio Organicare reserves the right to request further clarification before making any decision regarding the request.
30. Fraudulent or Abusive Conduct
Bio Organicare reserves the right to decline or suspend the processing of any refund request where there are reasonable grounds to believe that a customer has:
– Acted fraudulently;
– Attempted to obtain an improper financial benefit;
– Intentionally misrepresented material facts;
– Abused promotional campaigns or complimentary benefits; or
– Otherwise acted dishonestly in connection with the purchase or refund request.
Nothing in this clause limits any legal rights or remedies available to Bio Organicare under applicable law.
31. No Waiver
Any delay, omission or decision by Bio Organicare not to exercise any right under this Policy shall not constitute a waiver of that right.
A waiver shall only be effective if expressly confirmed in writing by Bio Organicare.
32. Severability
If any provision of this Policy is found to be invalid, illegal or unenforceable under applicable law, the remaining provisions shall continue in full force and effect to the fullest extent permitted by law.
33. Amendments to This Policy
Bio Organicare may review and update this Policy from time to time to reflect changes in business operations, applicable laws, regulatory requirements or customer service practices.
Any amendments will generally apply to purchases made after the revised Policy has been published, unless otherwise required by applicable law or expressly agreed in writing.
The latest version of this Policy will be published on Bio Organicare’s official website.
34. Availability of This Policy
This Policy is available through Bio Organicare’s official website.
Customers may also be referred to this Policy through receipts, invoices or other purchase documents issued by Bio Organicare.
Customers are encouraged to read this Policy before making a purchase and may contact Bio Organicare if clarification is required.
35. Contact Us
For enquiries relating to this Policy, please contact:
Bio Organicare Hair Care Centre
Website: www.bio-organicare.com.sg
Email: bioorganicare@gmail.com
WhatsApp: +65 8117 7388
36. Governing Law
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Singapore.
Nothing in this Policy shall prevent a customer from exercising any rights or pursuing any remedies available under applicable Singapore law.
37. Final Provisions
This Policy sets out Bio Organicare’s voluntary Return, Cancellation & Cooling-Off arrangements.
Nothing in this Policy shall be interpreted as limiting or excluding any consumer rights that cannot legally be excluded under applicable Singapore law.
Where this Policy provides Bio Organicare with a discretion or right to make a decision, such discretion will be exercised reasonably and having regard to the particular circumstances of each case.