Refund, Cancellation and Commercial Policy

This Refund, Cancellation, and Commercial Policy (“Policy”) sets out the terms and conditions governing payments, cancellations, package utilization, and commercial relationships under The Muscle Remedy Healthcare Group (“TMRHG”), operated under The Muscle Remedy Pte Ltd (UEN: 202133425N), located at 149 Silat Avenue, #01-56, Singapore 160149.
This Policy applies to all clients, patients, corporate partners, affiliates, and vendors of TMRHG and its sub-brands: Fusion Therapy, Functional Gait Remedy, TurmoRelief, Healthy Work Hub, and Osteopathic Manual Therapy.

1.     Payment Terms
1.1 All treatment fees, product purchases, and packages must be paid in full before or on the day of service. 
1.2 Accepted payment methods include PayNow, cash, major credit/debit cards, and online transfer. A nominal administrative charge may apply for card payments. 
1.3 All fees are quoted in Singapore Dollars (SGD) and are inclusive of prevailing GST (if applicable). 
1.4 TMRHG reserves the right to suspend or withhold services for unpaid balances or dishonoured payments. 

2.     Non-Refundable Policy
2.1 All payments for treatments, consultations, and packages are strictly non-refundable once made. 
2.2 This applies to promotional offers, discounted sessions, and prepaid packages. 
2.3 Refunds are only permitted in cases of clinic error, duplicate payments, or if a service cannot be rendered due to unforeseen clinic closure or discontinuation of a product. 

3.     Cancellation and Rescheduling
3.1 Appointments cancelled or rescheduled within 24 hours of the scheduled time are subject to a 100% cancellation charge. 
3.2 Patients may retain the session by paying a 50% penalty fee to reschedule within the following 14 days. 
3.3 Emergency absences due to illness, accidents, or work obligations must be supported by documentary proof (e.g., medical certificate or employer’s letter). 
3.4 The Company reserves the right to cancel or reschedule any appointment due to operational or medical reasons and shall notify affected patients accordingly. 

4.     Package Validity and Utilisation
4.1 Treatment packages are valid as follows: 
- 5-Session Package: Valid for 3 months from the date of purchase. 
- 12/20-Session Package: Validity extends by 2 months from each last attended session. 
4.2 A one-time freeze period of up to one (1) month may be granted upon prior written request for reasons such as medical leave, travel, or work assignments. 
4.3 Failure to attend within the validity period will result in forfeiture. Out of goodwill, forfeited sessions may be reinstated upon payment of a penalty fee equal to 50% of the standard session rate. 

5.     Product Sales and Returns
5.1 All retail products, including TurmoRelief and other recovery aids, are final sale items. They are non-returnable, non-exchangeable, and non-refundable after purchase. 
5.2 Defective or damaged items identified at the point of sale may be exchanged subject to management approval and stock availability. 
5.3 Returned items must be unopened, unused, and accompanied by proof of purchase within 3 days of transaction. 

6.     Corporate and Affiliate Transactions
6.1 Corporate wellness, event packages, and affiliate contracts are governed by separate commercial agreements. 
6.2 Any deposits paid toward corporate bookings are non-refundable but may be transferable toward future collaborations with written consent. 
6.3 Cancellation of corporate events within 7 days of the scheduled date will incur a 50% forfeiture of the total contract value. 

7.     Dispute Resolution
7.1 Any dispute arising from payments, cancellations, or package validity shall be referred first to internal mediation by TMRHG management. 
7.2 Should resolution not be achieved, the dispute shall be referred to the Singapore Mediation Centre for settlement. 
7.3 If mediation fails, arbitration shall be conducted in accordance with the Arbitration Rules of the Singapore International Arbitration Centre (SIAC). 

8.     Force Majeure
Neither party shall be held liable for failure to perform any obligation under this Policy if prevented by events beyond reasonable control, including natural disasters, pandemics, government restrictions, or civil unrest. 

9.     Limitation of Liability
TMRHG’s liability for any claim arising out of this Policy shall not exceed the total value of the affected session or product purchase. The Company shall not be liable for any indirect, incidental, or consequential damages. 

10.  Amendments
TMRHG reserves the right to amend this Policy at any time to reflect operational or regulatory updates. The latest version will be made available on our official website (www.themuscleremedy.com). 

Effective Year: 2025/2026 
Registered Entity: The Muscle Remedy Pte Ltd (UEN 202133425N) 
Address: 149 Silat Avenue, #01-56, Singapore 160149 
© 2025 The Muscle Remedy Healthcare Group. All rights reserved.