Between Us – Our Customer Friendly Policies

Dear Customers, Established since 1997, HAACH is now a recognized leader in the Lifestyle & Wellness Industry and its Master Brand has become synonymous with Premium Market and for its Client Centred Service Excellence. HAACH is one of Singapore’s leading, award-winning skincare experts that combines timeless beauty regimes with contemporary wellness for the perfect rejuvenation. Its products are of international standards that combine Western technology with Asian influence.

HAACH has taken the best that the world has to offer and built on a highly Awarded Brand by creating a wholly unique experience and in the process, winning a substantial base of loyal clients amongst the discerning lifestyle & wellness market. We are fully committed to providing you with a quality experience including excellent sales and after-sales service, business integrity, well-trained staff and well-maintained facilities. When the professional skincare experts meet with HAACH’s advanced innovative technology, skincare is taken to a whole new dimension. HAACH’s line of results-driven products target facial and body skin concerns alike, bringing you a fresher, improved complexion to be proud of. The professional skincare brand uses award-winning active ingredients that HAACH owns, creating unique and luxurious skincare products.

Between us, there is much we can look forward to. Let us take you on a tour of our customer friendly policies:

Service Quality and Excellence
We believe in excellence and innovation,

1. We believe that every customer is unique and requires a different touch, our team is adept at delivering the best and most suitable treatment to every individual.

We will do everything we can to accommodate late arrivals of not more than 15 minutes, but in some circumstances, appointments may have to be rescheduled to prevent inconvenience to other customers. On this, we seek your kind understanding.

2. Our Product Guarantee
Thanks to the constant research and innovation that have marked the company since its inception, our products offer “professional results for use at home” by putting a completely safe and effective professional-concentrated skin renewal product into the hands of the consumer.

Customers can be assured of the stringent quality checks & controls in our development and manufacturing processes in order to meet regulatory requirements imposed by the relevant authorities in USA, Europe, Australia and Singapore.

As pioneers in synergizing the miracles of nature together with state-of-the-art innovative technology, HAACH uncovers the secrets of nature to bring out the inner natural beauty in you.

3. Professional Ethics
We adopt fair and ethical business practices as well as accurate marketing communications at all times.

4. General Sales Policies for Treatment Programmes and Products

• Pricing Transparency

Prices shall be presented to you in a manner that is clear, simple, accurate, and easily understood. All charges, including discounted pricing, shall be revealed to you before confirmation of purchase. HAACH strictly prohibits any form of unfair selling tactics during treatments.

• Deposit

You will need to make payment in full for any Treatment Programmes or products purchased from us. Whilst full payment is usually required for Treatment Programmes, we do accept booking deposit of at least 20% of the total value of the Treatment Programme. The balance payment for the Treatment Programme must be made within 14 working days from the date of purchase or booking. Otherwise, we reserve the right to forfeit the deposit.

5. Specific Sales Policies Relating to Treatment Programmes

• What is a Treatment Programme?

A Treatment Programme is a series of treatments provided by HAACH to the customer over a defined period of time within a contractual arrangement.

• Is there a Cooling-Off Period?

We accord to you a 5-day cooling-off period (inclusive of weekends and Public Holidays) should you wish to rescind the Treatment Programme. Please note that there is no cooling-off period for renewals, exchange and upgrade of Treatment Programme.

• What are the terms and conditions governing my purchase?

Treatment Programme are non-transferable and non-refundable. Treatment Programme must be completed within the expiry date. At any moment in time prior to the expiry date, you may choose to renew the Treatment Programme for another predefined period. The renewal fee package is predetermined according to the specific Treatment Programme and the renewal period, the details of which will be thoroughly discussed with you before you make a final decision to opt for renewal.

• When and under what conditions can I get a refund for my treatment package?

HAACH allows you to refund for your treatment under these 2 specific conditions:
1) You are certified unfit by a registered medical practitioner to undergo the Treatment Programme. This certification by the medical practitioner must make reference specifically to the Treatment Programme signed by you,
2) You are leaving Singapore permanently or posted overseas for a period of at least 24 months. Documentary proof must be furnished to support your request for refund.

In both cases, you have the options to:
1) Exchange for any of our products equivalent to and not exceeding the value of your remaining unutilized portion of the Treatment Programme,

2) Request for cash refund equivalent to or up to 50% of the unutilized value of the treatment programme,
*The refund amount will be calculated by deducting charges and/or fees according to the original selling price of individual treatment. In the event where you have already utilized some of the treatments or credits or gift vouchers/ additional gifts, these consumed treatments/ gifts would be computed and deducted from the final amount paid by you to purchase the package/ credits. An administrative surcharge at 10%, levied charge at 5%, and credit card reverse charge at 5%, total equivalent to 20% of the total value of the Treatment Programme will be chargeable.

Can I transfer my Treatment Programme to someone else? When can I do so?
Yes. You may transfer your Treatment Programme to an authorized third party at any time during the validity period of your programme. Please note that an administrative charge of S$50 is payable for each transfer. We will arrange for a new Treatment Record to be completed and signed by the transferee.. Do note the package validity will still be from the date of original purchase.

Can I exchange my Treatment Programme for another Package Programme? When can I do so?
Yes, you may exchange your Treatment Programme anytime provided the exchange is for an equivalent value or higher. For a Treatment Programme exchanged for one with a higher value, the difference in value must be paid in full. Your original Treatment Record will also be updated accordingly.

6. Specific Policies Relating to Product Sales

What is a product?
A product is any item from HAACH that is sold to the customer.

• All products sold are non-refundable.
• Products sold may be exchanged for other products of equivalent value or higher within 2 weeks from the date of purchase. This is provided that the product has not been used and is returned in its original packaging. For exchange to take effect, kindly bring original invoice along with the products for verification purposes.

Others

A. Confidentiality
All personal data and information provided by you to us shall be kept strictly confidential. We adhere to the guidelines under the PDPA and ensure that all personal data collected is used or disclosed for said purposes.

B. Limitation of Liability
We shall not be responsible or held liable for any or all cost, expenses, loss, or claims that may arise from medical assistance or treatment required by you. Any or all such cost, expenses, loss or claims shall be your total and full responsibility. We shall not be liable for any loss or damage to property, or any bodily injuries, illness or death suffered by you in our premises, howsoever caused, aggravated or incurred arising out of or in any way connected with but not limited to any behaviour of yours (including such behaviour as may be deemed inappropriate by us), the use of our services, plans, programs, goods, activities and/or equipment. This exclusion shall not apply where we are determined in a court of law to be negligent and shall be effective saved where expressly excluded by applicable law.

C. Indemnity
You agree to fully indemnify and hold us, our officers, directors, agents, affiliates, licensors and suppliers harmless, from and against all liabilities, claims, expenses, damages and losses, including legal fees (on an indemnity basis), arising from any breach of these terms and conditions by you, or in connection with any act, omission, default, negligence or conduct of you, or in connection with any other liabilities arising out of your use of our products or services.

You hereby agree to receive treatment and agree to exclude HAACH from any and all liability for any injuries, accidents, mishaps or whatsoever you may suffer, including liability for any injuries, accidents, mishaps or whatsoever suffered as a result of a negligent act or acts by the staff and/or independent contractors of HAACH (or otherwise), during the course of receiving any services on the premises.

D. Disclaimer
Individual results will vary based on one’s condition hene there are no specific results. Benefits from our services & products can take up to one (1) year to experience.

E. Contact Us
If you are keen to explore any marketing opportunities, please email us at marketing@haach.com, Should you have any concerns, please email us at customerservice@haach.com or SMS @8187 0303 Mondays to Fridays (excluding public holidays), from 10am to 6pm. We will investigate and act to resolve areas of concerns within fourteen (14) working days, depending on the complexity of each case.

1) We shall be entitled to relocate any centres at its sole and absolute discretion and the client shall have no claim of any nature whatsoever and howsoever arising against us in regard to such relocation. In an event of relocation of any of our centres, we will advise you accordingly via SMS or Email.
2) We reserve the right to change, amend, insert or delete any of the terms and conditions, or policies without prior notice,
3) By entering into a purchase agreement with HAACH, you permit us to contact you regarding your package(s) and related matters, exempting us against any liabilities under DNC and PDPA. You agree to allow our company to contact you for promotional purposes and to collect, use, disclose and process all personal data submitted for marketing purposes even if you are registered with the DNC registry.