Booking Terms and Conditions
Version: 1.0
Effective date: 15 July 2026
1. About these Terms
1.1 These Booking Terms and Conditions govern every request for, booking of and provision of massage, bodywork, spa or wellness services marketed under the Maison Serein brand.
1.2 Maison Serein is operated by:
Legal entity: 5CP PTE LTD
UEN: 201730993C
Registered address: 9 Temasek Boulevard, #29-01 Suntec Tower 2 Singapore 038989
Email: enquiries@maisonserein.com.sg
Telephone/WhatsApp: +65 8952 8173
1.3 In these Terms:
- “Maison Serein”, “we”, “us” or “our” means the legal entity identified above.
- “Client”, “you” or “your” means the person receiving the Service and, where applicable, the person making or paying for the booking.
- “Therapist” means the employee, independent contractor, agent or service professional assigned by Maison Serein.
- “Service” means the massage, bodywork or wellness service identified in the Booking Confirmation.
- “Premises” means the home, hotel, serviced apartment or other approved location at which the Service will be provided.
- “Booking Confirmation” means our written email, message or electronic confirmation accepting a booking.
1.4 By submitting a booking and selecting the mandatory acceptance checkboxes, you confirm that you have read, understood and agreed to these Terms and the applicable Privacy Notice.
1.5 A booking made for another person may only be submitted with that person’s authority. The recipient must personally complete or confirm the health declaration before the Service begins.
2. Booking and confirmation
2.1 A booking request submitted through our website, telephone, messaging service or other booking channel is an offer to purchase the selected Service. It is not confirmed merely because the request was submitted.
2.2 A booking becomes binding only when:
a. Maison Serein issues a Booking Confirmation;
b. the required payment has been successfully received; and
c. any requested health, identity, access or location information has been provided.
2.3 Maison Serein may decline a booking where:
a. no suitable Therapist is available;
b. the requested location is outside our service area;
c. the information provided is incomplete or inaccurate;
d. the Service may be medically inappropriate or unsafe;
e. the Premises may be unsafe, unlawful or unsuitable;
f. payment cannot be verified; or
g. there is a legitimate safety, compliance or operational concern.
2.4 The client must verify the date, time, Service, duration, address, access arrangements, price and recipient details appearing in the Booking Confirmation and notify Maison Serein promptly of any error.
3. Age and capacity
3.1 The person making the booking must be at least 18 years old and legally capable of entering into a contract.
3.2 Services for persons below 18 years old are not available unless:
a. Maison Serein has given prior written approval;
b. a parent or legal guardian has provided written consent; and
c. the parent or legal guardian remains present at the Premises throughout the Service.
3.3 Maison Serein may require reasonable proof of age or authority. Maison Serein should not collect NRIC information routinely unless there is a lawful and reasonably necessary basis for doing so.
4. Nature and limitations of the Services
4.1 Maison Serein provides relaxation and general wellness services. The Services are not medical treatment, physiotherapy, chiropractic treatment, psychological treatment or a substitute for professional medical advice, diagnosis or care.
4.2 Neither Maison Serein nor the Therapist:
a. diagnoses medical conditions;
b. prescribes medication or medical treatment;
c. guarantees relief, improvement or any particular result; or
d. represents that a Service can cure, prevent or treat any disease, injury or medical condition.
4.3 Results and individual responses differ. Marketing descriptions are general descriptions and are not guarantees of a specific physical, therapeutic or medical outcome.
4.4 A Client who has concerns about whether a Service is appropriate must obtain advice and, where appropriate, clearance from a registered medical practitioner before booking or proceeding.
5. Health declaration and continuing disclosure obligation
5.1 Before the Service begins, the Client must disclose all information that could reasonably affect the safety or suitability of the Service.
5.2 Relevant matters include, without limitation:
a. pregnancy or possible pregnancy;
b. recent childbirth;
c. recent surgery, medical procedure or hospitalisation;
d. fractures, sprains, injuries, inflammation or unexplained pain;
e. osteoporosis or fragile-bone conditions;
f. cardiovascular or circulatory conditions;
g. blood clots, thrombosis or risk of thrombosis;
h. uncontrolled blood pressure;
i. bleeding disorders or use of blood-thinning medication;
j. diabetes or loss of sensation;
k. neurological conditions, seizures or epilepsy;
l. cancer or active medical treatment;
m. fever, infection, contagious illness or recent exposure to a communicable disease;
n. skin disorders, rashes, open wounds, burns or infections;
o. allergies or sensitivities to oils, lotions, fragrances or materials;
p. medication that affects pain perception, circulation, alertness or clotting;
q. intoxication or recent consumption of alcohol, recreational drugs or sedating substances; and
r. any other condition, symptom, treatment or medical advice relevant to massage or bodywork.
5.3 The list above is not exhaustive. The Client must disclose any matter that a reasonable person would understand may affect the Service.
5.4 The Client must update the declaration if their health changes between the date of booking and the appointment.
5.5 Maison Serein or the Therapist may:
a. ask reasonable follow-up questions;
b. require written medical clearance;
c. exclude particular body areas or techniques;
d. reduce pressure or duration;
e. recommend a different Service;
f. postpone the appointment; or
g. refuse or discontinue the Service.
5.6 The Therapist’s decision on immediate safety and professional suitability at the Premises is final, provided it is exercised reasonably and in good faith.
5.7 A Therapist’s willingness to proceed does not amount to medical clearance or confirmation that a Service is medically suitable.
6. Client acknowledgement and responsibility for non-disclosure
6.1 The Client confirms that the health information provided is complete and accurate to the best of their knowledge.
6.2 The Client must immediately tell the Therapist if they experience pain, dizziness, numbness, breathing difficulty, unusual discomfort, anxiety or any other adverse symptom during the Service.
6.3 The Client may ask the Therapist to adjust pressure, change technique, avoid a body area or stop the Service at any time.
6.4 To the fullest extent permitted by law, Maison Serein and the Therapist will not be responsible for an adverse consequence to the extent that it is caused or materially contributed to by:
a. the Client’s failure to disclose a relevant health condition, symptom, medication, injury, pregnancy or medical advice;
b. inaccurate, misleading or incomplete information provided by the Client;
c. the Client’s failure to follow reasonable safety instructions;
d. a pre-existing condition that was not disclosed and could not reasonably have been identified by the Therapist; or
e. the Client’s decision to proceed contrary to medical advice.
6.5 Clause 6.4 does not exclude or restrict liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence.
6.6 Acceptance of these Terms is not a waiver of the Client’s non-excludable statutory rights.
7. Payment
7.1 Unless Maison Serein agrees otherwise in writing, full payment is required before a booking is confirmed.
7.2 Payment must be made using a payment method accepted at checkout or stated in the invoice.
7.3 The displayed price will identify, where applicable:
a. the Service price;
b. applicable taxes;
c. travel-zone surcharges;
d. parking, access or hotel-entry charges;
e. additional time; and
f. other agreed charges.
7.4 Maison Serein will not impose an undisclosed charge after booking, except for:
a. an additional Service expressly requested and accepted by the Client;
b. additional waiting time or access costs caused by the Client; or
c. a charge expressly permitted under these Terms and disclosed before it is incurred.
7.5 A payment is not complete until it has cleared and is not subject to reversal, rejection or suspected fraud.
7.6 The Client must not submit an unjustified chargeback. Where a payment dispute occurs, Maison Serein may provide the payment provider with the Booking Confirmation, acceptance record, communications, access records and evidence of service, subject to applicable data-protection requirements.
7.7 Nothing in this clause restricts a Client’s lawful right to dispute an unauthorised or genuinely incorrect transaction.
8. Cancellation policy
8.1 A cancellation is effective only when received through Maison Serein’s designated customer-service channel and acknowledged by Maison Serein.
8.2 The following cancellation charges apply:
| Time notice is received | Cancellation treatment |
|---|---|
| At least 24 hours before appointment | Full refund, less any third-party processing charge that was clearly disclosed and is genuinely non-refundable |
| Between 12 and 24 hours before appointment | 50% cancellation charge; remaining 50% refunded |
| Less than 12 hours before appointment | No refund |
| No-show or inability to begin due to Client default | No refund |
8.3 A no-show or Client default includes:
a. the Client not being present at the confirmed location;
b. an incorrect or incomplete address;
c. failure to obtain hotel, condominium or building access;
d. refusal of entry to the Therapist;
e. the Client being uncontactable;
f. an unsafe or materially unsuitable Premises;
g. the Client being intoxicated or medically unfit to proceed;
h. sexual, threatening, abusive or unlawful conduct; or
i. a delay so substantial that the booked Service can no longer reasonably be completed.
8.4 A Client who becomes acutely ill or suffers a genuine emergency should contact Maison Serein promptly. Maison Serein may, acting reasonably and in its discretion, offer rescheduling or account credit after reviewing available supporting information.
8.5 Clause 8.4 does not create an automatic entitlement to a refund outside the stated cancellation periods.
9. Rescheduling
9.1 One rescheduling request may be made without an administrative charge where:
a. Maison Serein receives the request at least 24 hours before the appointment;
b. the replacement time is subject to Therapist availability; and
c. the rescheduled appointment takes place within 30 days of the original appointment.
9.2 A further rescheduling request may be treated as a cancellation.
9.3 A request received less than 24 hours before the appointment will be treated under the cancellation policy.
9.4 Promotional pricing, Therapist availability and particular time slots are not guaranteed for a rescheduled appointment.
10. Cancellation or change by Maison Serein
10.1 Maison Serein may replace the assigned Therapist with another appropriately qualified Therapist.
10.2 Maison Serein may delay, reschedule or cancel an appointment due to:
a. Therapist illness or emergency;
b. transport disruption;
c. unsafe weather or access conditions;
d. force majeure;
e. an operational or safety issue; or
f. circumstances beyond reasonable control.
10.3 Where Maison Serein cancels and cannot offer a reasonable replacement appointment, the Client may choose:
a. a full refund of the affected Service; or
b. a credit or rescheduled appointment of equivalent value.
10.4 Maison Serein will not retain payment for a Service that it cannot provide where the failure is not caused by the Client.
11. Arrival, lateness and duration
11.1 The Client must ensure that the Therapist can enter the Premises at the scheduled time.
11.2 Appointment duration includes reasonable consultation, preparation and completion time unless the Service description states otherwise.
11.3 Where the Client causes a delay:
a. the Service may be shortened;
b. the full booking price remains payable; and
c. the appointment may be cancelled without refund where the remaining time is insufficient or the delay affects later appointments.
11.4 Where the Therapist is materially late, Maison Serein will use reasonable efforts to provide the full duration, agree a proportionate adjustment, reschedule or provide an appropriate refund.
12. Premises and access requirements
12.1 The Client must provide an accurate address, unit number, contact number and access instructions.
12.2 The Client is responsible for obtaining permission for the Service to be performed at the Premises, including any required approval from a hotel, condominium, landlord, occupier or building manager.
12.3 The Premises must be:
a. lawful and safe to enter;
b. reasonably clean and hygienic;
c. adequately ventilated and lit;
d. free from immediate hazards;
e. large enough for the Service and equipment; and
f. reasonably private.
12.4 The Client must disclose:
a. stairs or access restrictions;
b. parking limitations;
c. security registration requirements;
d. animals at the Premises;
e. persons who may interfere with the Service; and
f. any known risk to the Therapist.
12.5 Pets must be safely secured away from the treatment area.
12.6 The Client is responsible for the conduct of all persons present at the Premises.
13. Professional boundaries and Therapist safety
13.1 Maison Serein provides professional wellness services only. No sexual, erotic or indecent service is offered.
13.2 The following conduct is prohibited:
a. requesting or implying a sexual service;
b. sexual touching, exposure or comments;
c. harassment, intimidation or threatening conduct;
d. abusive, discriminatory or degrading language;
e. photographing, filming or recording the Therapist without express consent;
f. possession or use of illegal drugs;
g. violence or threatened violence;
h. deliberate interference by another person; and
i. any unlawful or unsafe activity.
13.3 The Therapist may immediately stop the Service and leave the Premises where the Therapist reasonably believes that:
a. professional boundaries have been breached;
b. the Therapist’s safety, dignity or privacy is at risk;
c. the Client is intoxicated or incapable of informed participation;
d. the Premises are unsafe; or
e. continuing the Service would be unlawful, inappropriate or medically unsafe.
13.4 Where termination results from Client misconduct or a material breach of these Terms:
a. no refund will be payable;
b. Maison Serein may refuse future bookings; and
c. Maison Serein may report suspected criminal or unlawful conduct to the relevant authorities.
13.5 This clause applies for the benefit of Maison Serein and each Therapist personally.
14. Client property and valuables
14.1 The Client remains responsible for securing money, jewellery, electronics and other valuables.
14.2 The Therapist must not be asked to take custody of valuables, payment cards, access credentials or confidential documents.
14.3 Maison Serein is not responsible for loss or damage to property unless caused by a failure to exercise reasonable care.
14.4 Any alleged property damage must be reported promptly with reasonable supporting information so that it can be investigated.
15. Liability
15.1 Nothing in these Terms excludes or restricts liability for:
a. death or personal injury caused by negligence;
b. fraud or fraudulent misrepresentation;
c. wilful misconduct; or
d. any liability or consumer right that cannot lawfully be excluded or restricted.
15.2 Subject to clause 15.1, Maison Serein is not liable for:
a. loss caused by inaccurate or incomplete information supplied by the Client;
b. loss caused by the Client’s breach of these Terms;
c. a result that is merely different from the Client’s subjective expectation;
d. indirect, incidental, special or consequential loss;
e. loss of profit, revenue, opportunity, goodwill or anticipated savings;
f. delay or non-performance caused by circumstances beyond reasonable control; or
g. loss caused by an unauthorised person at the Premises.
15.3 Subject to clause 15.1 and to the extent permitted by law, Maison Serein’s aggregate liability for direct non-personal-injury loss arising from a particular booking will not exceed the amount paid for that booking.
15.4 Each exclusion and limitation applies only to the extent that it is fair, reasonable and legally enforceable in the circumstances.
16. Client indemnity
16.1 To the extent permitted by law, the Client will indemnify Maison Serein and the Therapist against reasonable direct loss, damage, liability and expense arising from:
a. the Client’s material breach of these Terms;
b. deliberately false, misleading or materially incomplete health or booking information;
c. an unsafe condition at the Premises known to the Client but not disclosed;
d. unlawful, threatening, sexual or abusive conduct by the Client or another person under the Client’s control; or
e. damage deliberately or negligently caused by the Client to the Therapist’s equipment or property.
16.2 The indemnity does not apply to the extent that the relevant loss was caused by Maison Serein’s or the Therapist’s negligence, breach of duty, fraud or wilful misconduct.
16.3 Maison Serein must take reasonable steps to mitigate a loss claimed under this clause.
17. Communicable illness
17.1 The Client must not proceed with an appointment if the Client or another person at the Premises has symptoms of a potentially communicable illness or is subject to an applicable isolation requirement.
17.2 Maison Serein may postpone or refuse a Service where there is a reasonable infection-control concern.
17.3 The cancellation policy remains applicable unless Maison Serein exercises its discretion under clause 8.4 or applicable law requires otherwise.
18. Privacy and personal data
18.1 Maison Serein may collect, use and disclose personal data reasonably required to:
a. administer bookings;
b. process payment;
c. assess service suitability and safety;
d. assign and brief a Therapist;
e. contact the Client;
f. access the Premises;
g. investigate complaints or incidents;
h. prevent fraud or misconduct;
i. maintain business, insurance and legal records; and
j. comply with legal obligations.
18.2 Relevant data may include contact details, service address, booking history, payment status, health declarations, access instructions and incident records.
18.3 Health information will be disclosed only where reasonably necessary, including to the assigned Therapist and relevant service providers, professional advisers, insurers or authorities.
18.4 Maison Serein must implement reasonable security arrangements and must not retain personal data longer than necessary for legitimate business or legal purposes.
18.5 Personal data required to perform the booking must not automatically be used for unrelated direct marketing.
18.6 Marketing communications require separate optional consent or another lawful basis. Refusing marketing consent will not affect the Client’s booking.
18.7 Further details must be set out in Maison Serein’s published Privacy Policy.
Data-protection contact: [INSERT DPO NAME OR DESIGNATION AND EMAIL]
19. Photography, recording and publicity
19.1 A Client may not photograph, film or record a Therapist without prior express consent.
19.2 Maison Serein will not use a Client’s image, testimonial, health information or Service footage for publicity without separate express consent.
19.3 Consent to publicity must not be made a condition of receiving the Service.
20. Promotions, credits, packages and vouchers
20.1 Promotions, credits, packages and vouchers are subject to their stated validity period, eligibility conditions, usage restrictions and availability.
20.2 Conditions must be disclosed before purchase and must not be misleading.
20.3 Unless stated otherwise:
a. vouchers are not redeemable for cash;
b. lost or unlawfully obtained vouchers may be refused;
c. only one promotion may be used per booking; and
d. promotional bookings remain subject to these Terms.
20.4 Nothing in this clause removes a refund or remedy required by applicable law.
21. Complaints and incidents
21.1 A Client should report a complaint or incident as soon as reasonably practicable to:
Email: customersvc@maisonserein.com.sg
Telephone/WhatsApp: +65 8952 8173
21.2 The report should include the booking reference, date, description and relevant supporting material.
21.3 Maison Serein will investigate reasonably and may request further information from the Client and Therapist.
21.4 Failure to complain immediately does not extinguish a legal right that cannot lawfully be restricted.
22. Force majeure
22.1 Maison Serein is not liable for delay or failure caused by circumstances beyond its reasonable control, including severe weather, transport disruption, governmental action, epidemic restrictions, building-access failure, utility outage, civil disturbance or emergency.
22.2 Maison Serein will take reasonable steps to notify the Client and offer rescheduling, credit or refund where appropriate.
23. Third-party rights
23.1 Each Therapist and each director, employee, contractor and agent of Maison Serein may enforce clauses intended for their protection, including clauses 6, 12, 13, 14, 15 and 16, under the Contracts (Rights of Third Parties) Act 2001.
23.2 Except as stated in clause 23.1, a person who is not a party to the booking has no right to enforce these Terms.
Singapore legislation permits a contract to confer enforceable rights on an identified third party where the contract is drafted accordingly.
24. Changes to these Terms
24.1 The Terms applying to a booking are the version presented to and accepted by the Client when the booking is submitted.
24.2 Maison Serein may amend these Terms for future bookings.
24.3 A later amendment will not retrospectively alter an existing confirmed booking unless:
a. the amendment is required by law; or
b. both parties agree.
25. General provisions
25.1 These Terms, the Booking Confirmation, applicable Service description and Privacy Policy constitute the agreement concerning the booking.
25.2 If there is an inconsistency, the Booking Confirmation prevails only to the extent that it expressly changes these Terms.
25.3 If any provision is invalid or unenforceable, it will be modified to the minimum extent necessary, and the remaining provisions will continue in effect.
25.4 A failure or delay in exercising a right is not a waiver.
25.5 The Client may not transfer a booking without Maison Serein’s consent.
25.6 Maison Serein may use employees and appropriately appointed contractors to perform its obligations.
26. Governing law and disputes
26.1 These Terms and each booking are governed by Singapore law.
26.2 The parties should first attempt in good faith to resolve a dispute through Maison Serein’s complaints process.
26.3 Nothing in this clause restricts a Client from exercising any applicable statutory right or seeking assistance from an appropriate consumer body, tribunal or court.
26.4 Subject to any tribunal having mandatory jurisdiction, the Singapore courts have jurisdiction over disputes arising from these Terms or a booking.