Booking Terms & Conditions
These Terms & Conditions apply to reservations and purchases made through the Serenity Wellness website. By completing a booking and making payment, the customer agrees to the terms and conditions below.
1. Bookings and Reservations
All bookings are subject to availability and confirmation by Serenity Wellness.
Customers are responsible for providing accurate information when making a reservation, including contact details, arrival and departure dates, number of guests, and any other information required for the selected service.
The services, inclusions, prices, cancellation conditions, and other applicable booking conditions will be displayed during the booking process.
2. Pricing and Taxes
All prices displayed on the booking website are shown in the applicable currency and are subject to applicable taxes, service charges, and other fees where relevant.
The total amount payable will be displayed before the customer confirms the booking and proceeds with payment.
Serenity Wellness reserves the right to update prices and service offerings. However, changes will not affect a booking that has already been confirmed, except where otherwise stated in the applicable booking conditions.
3. Payments
Online payments are processed through the authorized Internet Payment Gateway (IPG).
Serenity Wellness may accept local and international payment cards depending on the card schemes and payment methods supported by the payment gateway and acquiring bank.
A booking is considered confirmed only after the required payment has been successfully processed and a booking confirmation has been issued.
Serenity Wellness does not directly store customers’ full payment card details when payment information is processed securely by the authorized payment gateway.
4. Cancellation & No-Show Policy
The following cancellation charges apply to confirmed reservations:
Cancellation 21 days or more prior to arrival: No cancellation charge.
Cancellation 14 days prior to arrival: 50% of the booked amount will be charged.
Cancellation 7 days prior to arrival: 100% of the booked amount will be charged.
Cancellation during the stay: 100% of the booked amount will be charged.
Where a guest does not arrive for a confirmed reservation and has not cancelled the booking in accordance with the applicable cancellation policy, the reservation will be considered a no-show and 100% of the booked amount may be charged.
Where a specific promotional, package, prepaid, or non-refundable rate has different cancellation conditions, the conditions displayed and accepted at the time of booking will apply.
5. Late Check-out Policy
Late check-out is subject to availability and prior approval by Serenity Wellness.
Where late check-out is approved, the following charges will apply:
Until 15:00 hrs: 30% of one day’s room rate will be charged.
Until 18:00 hrs: 50% of one day’s room rate will be charged.
After 18:00 hrs: 100% of one day’s room rate will be charged.
Guests who require a late check-out are advised to contact Serenity Wellness in advance. Approval is subject to room availability and operational requirements.
6. Refund Policy
Refunds may be provided where:
A booking is cancelled within a period that qualifies for a full or partial refund under the applicable Cancellation & No-Show Policy;
Serenity Wellness is unable to provide the confirmed service; or
A refund is otherwise permitted under the specific conditions applicable to the booking.
Any applicable cancellation charges, service charges, or other amounts due under the booking conditions will be deducted from the refundable amount.
Approved refunds will be made to the original payment method used for the transaction, wherever supported by the payment provider.
7. Refund Processing Time
Approved refunds will normally be initiated by Serenity Wellness within 7 business days after the cancellation or refund request has been reviewed and approved.
After Serenity Wellness initiates the refund, the time required for the funds to appear in the customer’s account may vary depending on the customer’s card-issuing bank, card scheme, or payment provider.
8. Products, Vouchers and Returns
Spa treatments, accommodation, wellness services, and other hospitality services are service-based purchases and therefore cannot normally be physically returned.
Where Serenity Wellness offers physical products or prepaid vouchers, the applicable return, cancellation, expiry, and refund conditions will be stated separately.
Where a physical product is eligible for return, any approved refund will normally be processed within 7 business days after the returned item has been received and verified.
9. Service Availability and Changes
Serenity Wellness will make reasonable efforts to provide confirmed accommodation, treatments, and other services as booked.
In circumstances where a confirmed service cannot be provided due to operational requirements or circumstances beyond reasonable control, Serenity Wellness may offer an appropriate alternative, rescheduling option, or refund, depending on the circumstances and applicable booking conditions.
10. Customer Responsibilities
Customers are responsible for reviewing all booking information before confirming payment.
Customers should ensure that the selected room, package or service, arrival and departure dates, number of guests, contact information, and other reservation details are correct.
Customers must also comply with any health, safety, age, treatment-specific, property, or guest requirements communicated in relation to the booked service.
11. Privacy and Data Protection
Customer information is collected and processed for legitimate purposes associated with reservations, payments, customer communication, service delivery, and related business operations.
Personal information will be handled in accordance with the Serenity Wellness Privacy Policy and applicable data-protection requirements.
Payment card information submitted through the payment process is handled by the authorized payment gateway/payment provider in accordance with its applicable security requirements.
12. Booking Confirmation
After successful completion of the booking and payment process, customers should receive a booking confirmation containing the relevant reservation details.
Customers should review the confirmation and contact Serenity Wellness as soon as possible if any information is incorrect.
13. Contact and Customer Support
For questions regarding bookings, cancellations, refunds, payments, late check-outs, or other reservation matters, customers may contact Serenity Wellness using the contact information published on the website.
14. Chargebacks and Payment Disputes
Where a refund, cancellation, service issue, or booking-related concern arises, the customer agrees to first contact Serenity Wellness and allow a reasonable opportunity to resolve the matter before initiating a chargeback/dispute with the card-issuing bank.
Booking Acceptance
By selecting the acceptance checkbox and completing the booking, the customer confirms that they have read, understood, and agreed to these Booking Terms & Conditions, including the Cancellation & No-Show Policy, Refund Policy, Late Check-out Policy, and Privacy Policy.
