Introduction
Thank you for choosing NEW LEAF COUNSELLING & INTEGRATIVE HEALTH Pte Ltd (Company Registration No. 202411861C) (“we”, “us”, or “our”). Your wellbeing and trust mean a great deal to us, and we are committed to ensuring that your experience is positive, fair and transparent. This Refund Policy explains how refunds are handled across our services, functional tests, and supplements, so that you may engage with our offerings with clarity and confidence.
Scope Of The Policy
This policy applies to all services, functional tests, and supplements purchased from us, whether in person, over the phone, or through our website or other online platforms. By making a purchase or booking an appointment with us, you acknowledge that you have read, understood and accepted the terms set out below.
Our General Approach
Your satisfaction and well-being are very important to us. Because our offerings include professional clinical time, laboratory testing and consumable health products, refunds are assessed on a category-by-category basis, taking into account health and safety regulations, hygiene standards and the nature of each service or item. We warmly encourage you to reach out to us with any questions before completing a purchase, so that we may guide you towards the most suitable option for your needs.
Health Services And Consultations
We value the time we share with you and the care our practitioners provide. We understand that life can be unpredictable and that appointments may sometimes need to be rescheduled or cancelled. To support all our clients effectively, we kindly request at least 24 hours’ notice of any change to your appointment time. The following terms apply to consultations, therapy sessions and other services, including those paid for in advance.
– Appointments cancelled or rescheduled with at least 24 hours’ notice are not subject to any charge. Where the session has been paid for in advance, it will be fully refunded or, if you prefer, credited towards a future appointment.
– Appointments cancelled or rescheduled with less than 24 hours’ notice will be charged 50 per cent of the session fee.
– Appointments cancelled or rescheduled with 12 hours’ notice or less, or missed without notice, will be charged 100 per cent of the session fee.
– Where a session has been paid for in advance, any portion of the fee not charged under the terms above will be refunded to you.
– For prepaid packages, any unused and unexpired sessions may be refunded on a pro rata basis, less the standard rate for sessions already attended and any applicable administrative fee.
– Sessions that have already taken place are not refundable, as the service has been delivered.
We truly appreciate your understanding and cooperation, as this policy helps us offer available appointment times to others who may need support.
Functional Tests
Functional tests involve the supply of test kits and the engagement of partner laboratories, both of which are reserved and allocated on your behalf once an order is placed.
– Where a test has been ordered but the kit has not yet been dispatched, and no sample has been collected, you may be eligible for a refund. A processing and handling fee of SGD 30 will be deducted, and the balance will be refunded to you.
– Once a test kit has been dispatched, prepared or otherwise allocated to you, the test is no longer eligible for refund, as the kit and laboratory resources have already been committed.
– Once a sample has been submitted, received or processed by the laboratory, the test is not refundable, as the analysis and associated costs have been incurred.
– Should you receive a faulty or damaged kit, please contact us promptly, and we will be glad to arrange a replacement at no additional cost to you.
Supplements And Health Products
For the safety and protection of all our clients, supplements and health products are subject to strict handling standards.
– Unopened products in their original, re-saleable condition may be returned or exchanged within 14 days of purchase, accompanied by proof of purchase.
– For health, hygiene and safety reasons, opened supplements and health products are not refundable or exchangeable, unless they are found to be faulty.
– Where a product is faulty, damaged in transit, expired upon receipt, or incorrectly supplied, please contact us promptly, and we will gladly arrange a replacement or refund.
Faulty, Damaged Or Incorrect Items
We stand behind the quality of what we provide. If any product or test kit is faulty, damaged, expired upon receipt or not as described, please notify us within 7 days of receipt. Where appropriate, we may ask for supporting details or photographs to resolve the matter swiftly and to your satisfaction.
Your Rights Under Singapore Law
Nothing in this Refund Policy limits or excludes any rights you are entitled to under the Consumer Protection (Fair Trading) Act 2003 or any other applicable law in Singapore. Where any product supplied by us is found to be defective, you remain entitled to seek a repair, replacement, refund or reduction in price in accordance with your statutory rights. The terms set out in this policy apply in addition to, and not in place of, those rights.
How To Request A Refund
To request a refund, please contact us using the details below and kindly provide your name, order or appointment reference, proof of purchase and a brief description of your request. Our team will be happy to guide you through the process and will respond as promptly as possible.
Processing Of Refunds
Once your request has been received and approved, refunds will ordinarily be issued to your original payment method within 10 to 14 business days. Please note that the time taken for the funds to appear in your account may vary depending on your bank or payment provider. Any administrative or processing fees, where applicable, will be communicated to you clearly before a refund is finalised.
Items That Are Not Eligible For Refund
For ease of reference, the following are ordinarily not refundable, save where an item is faulty or where required otherwise by law:
– Services and sessions that have already been delivered.
– Test kits that have been dispatched, prepared or processed, and tests for which a sample has been submitted.
– Opened supplements and health products.
– Gift vouchers and promotional or complimentary items.
Changes To This Policy
We may revise this Refund Policy from time to time to reflect changes in our practices or in applicable regulations. Any updates will take effect once published, and your continued use of our services constitutes your acknowledgement and acceptance of such changes.
Reaching Out
Should you have any questions about this Refund Policy or wish to make a request, please feel free to contact us at:
Email: admin@newleaf.com.sg
Call: +65 9651 2323
WhatsApp: +65 9651 2323
