Orchidée Client Care Policy

At Orchidée, we are committed to providing every client a serene, personalized, and
rejuvenating experience. To ensure the highest level of care for all our clients, kindly
review the following policies.
 

Appointment confirmation

To ensure a smooth experience for all our guests, clients are required to confirm their
appointment 1 day before the scheduled session. Unconfirmed appointments may
be released to other clients on the waiting list

Punctuality

We value your time and strive to provide every client with the best possible
experience. Please arrive on time for your appointment so that you can fully enjoy
your treatment. If you arrive late, your session may be shortened to ensure that we
remain punctual for our next client.

 

Therapist rotation

All Orchidée Therapists are professionally trained to provide consistent, high-quality
care. From time to time, your therapist may be rotated to support team development
and scheduling balance. Your treatment preferences and records are always
maintained to ensure a seamless, personalized experience.

Cancellation

To respect the time of our clients and therapists, we kindly ask at least 24 hours’
Notice for any appointment changes or cancellations.
Cancellations made less than 24 hours before the appointment will incur a penalty
fee or forfeiture of the session.

Refund

We take pride in delivering quality treatments and products. If you are unsatisfied
with your purchase or the product is faulty and you wish to request a refund, please
contact us within 7 days of the transaction date. Refunds are subject to review
and will be processed in accordance with the original payment method. Used
treatments, complimentary treatments and expired promotions are non-refundable.

Product exchange

For skincare products, we accept exchanges within 7 days of purchase if the item is
unopened, unused, and in its original condition.

Package validity

Our packages are valid for 1 year from the date of purchase unless otherwise
stated.

Expired sessions cannot be extended or refunded. Please inform us before expiry for
any extension required.
 

Health & Safety

Please inform our therapists of any allergies, medical conditions or skin
sensitivities before each treatment. This ensures your experience is safe and
effective.
 

Personal belongings

We recommend keeping your belongings with you at all times. We will not be
responsible for any lost or misplaced items

Privacy and confidentiality

Your personal information and treatment records are kept strictly confidential and
used only to enhance your experience.

 

Thank you for your kind understanding and cooperation. Your support helps us
maintain the warm, professional, and luxurious standard that defines Orchidée