1. About these terms
These terms apply to every booking, purchase and visit with Natureland. By booking, buying or receiving our services, you agree to them.
Where these terms apply. These are the main terms for all our outlets, brands and online booking channels. We link them when you book online and in booking confirmations, and display them at our outlets.
Who we are. “Natureland”, “we”, “us” and “our” mean the company under the Natureland Group that operates the outlet where you receive services, or that issued your membership, voucher or booking confirmation, as named on your receipt, booking confirmation or voucher.
The Natureland Group. The Natureland Group is made up of companies under the Natureland Group, each operating one or more outlets and brands, including Natureland and Natureland Plus. Outlets and brands may be run by different group companies, and this may change over time. On request, we will tell you which company runs an outlet or issued your membership or voucher, including its UEN.
Your contract. Your contract is with the company named on your receipt, booking confirmation, membership or voucher. Each company is responsible only for its own outlets, services, memberships and vouchers, as set out in section 10.
Being served by another group company. You agree that any company under the Natureland Group may serve you at its outlets. This does not change what you pay or what you are entitled to.
Health Declarations. Completing our health declaration is mandatory before receiving any service.
• Natureland Services: General Health Declaration
• Natureland Plus (Specialized Equipment & HBOT): Equipment Health Declaration
The Health Declaration Form forms part of these terms. By submitting or signing online or in-store, you confirm that your answers are true and complete.
Meaning of words. “Services” means treatments, therapies, use of equipment and any other service we provide. “Outlet” means any location where we provide services. “Credits” means membership credits. Headings are for ease of reading and do not change the meaning of a clause.
Which terms apply first. If the terms printed on a specific voucher, package, receipt or promotion differ from these terms, the specific terms apply to that point only. Everything else follows these terms. No specific terms can reduce your rights under sections 9 and 10.
Changes to these terms. See section 11.
2. Reservations and Online Bookings
Making a booking. You can book online, by WhatsApp, by Phone or by Walk-in in store. A booking is confirmed when we send you a booking confirmation.
Your account. Give us accurate details, including your name and mobile number. Keep your login details safe and tell us at once if someone uses your account without your permission. You are responsible for bookings made through your account.
Availability and changes by us. We may need to change or cancel a booking for operational reasons, such as therapist illness or equipment maintenance. If we do, we will offer you another time at no charge, or return any credit used.
Therapist requests. Unless you ask for a specific therapist, we will assign one. Named requests depend on availability and may change because of staff illness or operational needs.
Payment. We do not take a deposit or prepayment when you book online. You pay at the outlet before your service. We may introduce deposits or prepayment for certain bookings in the future. If we do, the requirement will be shown clearly when you book and will apply only to bookings made after it is shown.
Pricing errors. If a price shown online is clearly wrong, we may correct it. We will tell you the correct price before your visit, and you can go ahead at that price or cancel at no charge.
Age. Equipment-based treatments are available to guests aged 18 and above. Guests under 18 may only use HBOT when accompanied by a parent or guardian. Some treatments may carry additional age restrictions.
3. Arrival, cancellations and no-shows
Start time. Your session starts at the booked time. We recommend arriving 15 minutes early to check in and complete your health declaration. First-time guests who have not completed the health declaration may need to arrive earlier, and any time spent completing it is deducted out of the session.
Late arrival. If you arrive at or after the start time, your session is shortened and still ends at the original time. The full treatment price applies. If we cause the delay, we will give you the full treatment time, or reschedule you at no charge.
Cancelling or rescheduling. We encourage 24 hours’ notice out of respect for our therapists’ time. You may reschedule up to 6 times in any rolling 2-week period. Online changes are available up to 2 hours before your appointment start time; for urgent requests within 2 hours, please contact the outlet directly. Thank you for respecting our therapists’ time.
No-shows. Missing an appointment, within 2 hours of the start time, is a no-show. No-shows are tracked per account.
Booking restriction. If your account has more than 3 no-shows in the 2 months before your latest booking, we may restrict your online booking access. While the restriction applies, you cannot make advance reservations. You are still welcome to visit any outlet as a walk-in guest, subject to availability.
Appeals. To ask us to review a restriction, email info@natureland.com.sg. We aim to acknowledge within 5 working days and respond within 14 days. Restoring access is at our discretion.
End of session. Your session ends at the scheduled time, so every guest can enjoy their full treatment. Please leave the treatment room within 5 minutes of the end time. This gives our team time to prepare the room for the next guest.
4. Health, safety and conduct
Wellness, not medical care. Our services are for relaxation and wellness. They are not medical treatment and do not replace advice from a doctor. If you have a medical condition, talk to your doctor before you book.
Health declaration. Complete the Health Declaration Form before your first treatment. Tell us before each treatment about any injury, allergy, medication, pregnancy, or other condition that could affect your treatment, and update us when your health changes. The form is part of these terms.
Conditions you must declare. Before any treatment, you must tell us if you have, or have had, any of the following health conditions or contraindications outlined in our health declaration forms. If you are not sure whether something applies to you, tell us anyway, or check with your doctor before you book.
• Heart and circulation: heart disease, irregular heartbeat, a pacemaker or other implanted heart device, high or low blood pressure, a history of stroke, blood clots or deep vein thrombosis (DVT), varicose veins, or taking blood thinners.
• Lungs and breathing: asthma, chronic lung disease, a history of collapsed lung, or recent chest surgery.
• Ears, sinuses and pressure: a cold, flu or blocked nose, an ear infection, recent ear, sinus or dental surgery, or difficulty equalising ear pressure. These matter especially for HBOT and other pressure or enclosed treatments.
• Nervous system: epilepsy or seizures, numbness or reduced feeling in any part of the body, claustrophobia, or panic or anxiety in enclosed spaces.
• Diabetes and other long-term conditions: diabetes, kidney disease or thyroid conditions.
• Cancer: current cancer, cancer treatment within the past 12 months, or ongoing chemotherapy, radiotherapy or antineoplastic drug treatments (e.g., bleomycin, cisplatin, doxorubicin).
• Bones, joints and muscles: surgery, injury, fracture, sprain or inflammation in the past 6 months, osteoporosis, bone tuberculosis, a slipped disc or other spinal condition, or metal implants, plates or joint replacements.
• Skin: rashes, open wounds, burns, sunburn, skin infections or skin lesions, or cosmetic procedures such as Botox, fillers or peels in the past 2 weeks or photosensitive conditions
• Pregnancy and reproductive health: being pregnant, possibly pregnant, or having given birth in the past 12/24 weeks (normal/c-section), breast feeding/lactating, menstrual flow, or having uterine fibroids
• Infection: fever, an infection or any contagious illness.
• Implanted devices: insulin pumps, cochlear implants, nerve stimulators or any other electronic or mechanical implant.
• Medication and allergies: any medication that makes your skin sensitive to heat or light, or affects blood pressure or bleeding, and any allergy to oils, balms, fragrances, nuts or latex.
• Alcohol and drugs: alcohol or recreational drugs in the past 4 hours.
• Anything else: any condition your doctor has said may be affected by massage, heat, cold, pressure, light or oxygen.
If you do not declare a condition. We rely on what you tell us. To the extent the law allows, we are not liable for any injury, illness or loss caused by a condition you did not declare, declared wrongly, or did not update before your treatment.
Conditions you do not know about. Some conditions have no symptoms or have not yet been diagnosed. Our services are not medical, and we do not examine or diagnose you. We are not liable for harm caused by a condition you did not know about, as long as we provided the treatment with reasonable care and skill.
Our right to modify, decline or stop. We may change, decline or stop a service if we think it is not safe or suitable for you. We may also advise you to see a doctor first. You are responsible for deciding, with your doctor if needed, whether a service suits you based on what you have told us.
Refunds when a treatment stops.
• If a treatment, including an equipment session, has to stop because you did not declare a health condition or declared it wrongly, or because you choose to stop, the time already used is not refunded or compensated. Where we can, we will suggest other services that may suit you. This does not apply if the discomfort was caused by our failure to provide the treatment with reasonable care and skill.
Ordinary risks. Massage, heat and equipment treatments can cause temporary soreness, redness, bruising, light-headedness or tiredness. By taking part, you accept these ordinary effects. Please tell staff at once if you feel pain, dizziness, numbness, heat discomfort or any other discomfort.
Equipment and enclosed treatments. Some treatments use equipment, including enclosed units such as the HBOT chamber and capsules. If you have claustrophobia or feel uncomfortable in enclosed spaces, tell us before you book or before treatment. For all equipment:
• Follow staff instructions at all times.
• Use the stop or call button if you feel unwell or uncomfortable.
• Do not bring electronics or flammable items into enclosed units.
HBOT (pressure chamber). Pressure builds gradually, and you will need to equalise your ears and sinuses by swallowing, yawning or gently blowing against a pinched nose. If you cannot equalise, for example because of a cold or congestion, we cannot run the session safely and will reschedule it. The chamber contains extra oxygen, so you must not bring in electronics, smart watches, earbuds, lighters or matches, petroleum-based products (including lip balm and lotions), alcohol-based sanitiser, aerosols, or any clothing or item our staff have not approved. Staff may slow, pause or stop a session, or ask you to leave the chamber, if they think it is necessary for safety. Bringing a prohibited item into the chamber is a serious safety breach, and we may end the session with no refund and refuse future service.
Doctor’s clearance. For some conditions we may ask for written clearance from your doctor before treatment. Examples are heart and circulation conditions, lung conditions, ear or sinus surgery, epilepsy, pregnancy and implanted devices such as pacemakers. The letter should be on clinic letterhead, dated within the last 6 months, and name the services cleared. We reserve the right to decline or postpone a service at our discretion.
Therapists. If you find the assigned therapist unsuitable, inform us within the first 15 minutes of your session. We will change the therapist if one is available, and the original end time of the treatment remains.
Professional standards and privacy. Our therapists follow professional draping and conduct standards. You may ask for a male or female therapist, subject to availability, and you may ask to pause or stop a treatment at any time. Do not photograph or record staff or other guests in treatment rooms, changing areas or wet areas.
Etiquette and belongings. Please leave valuables at home. We are not responsible for the loss or theft of belongings you bring in, including items left in lockers or changing areas. If our staff accidentally damage your belongings, we will pay as set out in section 10. After your treatment, please leave the room within 5 minutes so we can prepare for the next guest. We keep found items for a 7 days period and will return them to the owner on request.
Conduct. Sexual solicitation or sexual conduct is strictly prohibited and will be reported to the authorities at once. We may end a session immediately, with no refund, report serious misconduct to the police, and refuse future service if a guest is abusive, harassing, intoxicated, unsafe, or has given a false health declaration. Smoking and alcohol are not allowed on the premises.
CCTV. CCTV operates in reception, corridors and other common areas for security and safety. There are no cameras in treatment rooms or changing areas. We use footage only for security, safety and handling incidents or complaints. We keep it for a limited time and share it only where the law requires or to deal with an incident.
Staff and results. Our staff are trained to run sessions and operate equipment. They do not diagnose, give medical advice or decide whether you are medically fit. Results vary from person to person, and we do not promise any outcome.
Emergencies. In a medical emergency, you agree that we may call emergency services, arrange emergency care and transport, share relevant health information with those providers, and take reasonable first-aid steps, including emergency depressurisation of a pressure chamber. You are responsible for the cost of any outside medical care and transport.
Reporting an incident. If you are injured, feel unwell after a treatment, or your property is damaged, tell staff before you leave if you can, and email info@natureland.com.sg within 7 days. Prompt reporting helps us investigate properly.
5. Memberships
Validity. Membership credits are valid for 1 year from the date of purchase. The expiry date is printed on your receipt after every purchase. Credits that are not used by the expiry date lapse. We may remind you before your credits expire, but not receiving a reminder does not extend their validity.
Cooling-off period. You may cancel a membership within 5 working days of purchase. We refund unused credits. We deduct credits already used, at the standard non-member price of the treatments received, and the value of any free gifts or bonus credits. After the cooling-off period, all membership purchases are non-refundable and non-exchangeable. This does not affect any right you have under the law that cannot be excluded.
Using credits. To receive members’ pricing, you must pay for treatments with membership credits. If your balance does not cover the full cost, you must use all remaining credits first and pay the rest by another accepted method.
All outlets. You can use credits at any outlet. The company that sold the membership stays responsible for your credit balance and any refund. The company that serves you is responsible for the treatment it provides.
Transfers and freezes. Memberships are personal. Natureland is not responsible for any loss or misuse resulting from sharing your membership details with others. Credits cannot be transferred or frozen, special requests will be reviewed case by case. For help, contact us at info@natureland.com.sg.
Protection of your prepayment. Our companies that sell memberships and packages are CaseTrust accredited. Under the CaseTrust scheme, unused prepaid memberships and packages are protected by insurance bonds, and independent auditors check our compliance every year. An insurance certificate is issued for each prepayment and kept on file for audit. The cooling-off period above applies to every membership.
If an outlet closes. Your remaining credits transfer to any other outlet and stay valid until their original expiry date. If the whole group stops operating, the outlet that sold your membership will deal with unused balances as the law requires.
No cash value. Credits have no cash value and cannot be exchanged for cash.
Fair selling. We do not sell memberships or packages to you while you are having a treatment.
6. Vouchers
Cash vouchers. Redeemable for products or services until the expiry date, subject to the terms issued with the voucher.
Service vouchers. Redeemable for the treatment named on the voucher until the expiry date. If the voucher names a specific outlet or treatment, that limit applies. Otherwise you can use it at any outlet.
Who is responsible. The company that issued the voucher stays responsible for it. The company that serves you is responsible for the treatment it provides.
Lost or stolen vouchers. We are not responsible for lost or stolen vouchers.
Fraudulent or altered vouchers. We may reject any voucher we suspect is fraudulent, altered or copied without permission.
No exchange or refund. Vouchers cannot be exchanged, refunded or converted into cash or membership credits.
Expiry and extensions. Vouchers are valid only until the stated expiry date, and then become invalid.
If the voucher’s own terms differ. The terms printed on a voucher prevail for that voucher.
Gift vouchers usage rights. If you received a voucher as a gift, these terms apply to you as the holder.
7. Pricing and payments
Prices. Prices are in Singapore dollars and include prevailing GST and any service charge. We may change prices. A change does not affect credits or vouchers you have already purchased, or services already rendered.
Payment methods. You can pay at the outlet by membership credits, voucher, or any other method we accept. Payment is made before your service unless we tell you otherwise when you book (see section 2).
Refunds. Paid services and products sold are non-refundable. If you are unsatisfied with a service, tell us before you leave or contact us within 7 days, and we will review it and work with you to put it right. This does not affect any right you have under the law that cannot be excluded.
8. Loyalty Points Programme
The programme. The Natureland Loyalty Points Programme runs through the Natureland App, and these terms are its full terms. By creating a Natureland App account and taking part, you agree to this section. Taking part is voluntary.
Accounts. The programme is open to individuals who register for a Natureland App account. You may have one account, for your own personal use. Keep your account details accurate and up to date, keep your login safe, and tell us at once if someone uses your account without permission. We may ask you to verify your identity for certain benefits, and we may refuse, suspend or close an account for good reason, such as misuse, fraud or a breach of these terms, or for operational reasons with reasonable notice. We are not responsible for lost points, rewards or account access caused by unauthorised use or by your failure to keep your login safe.
What points are. Points are promotional rewards. They have no cash value. They are not legal tender, electronic money, stored value or property, and cannot be exchanged for cash.
Earning points. You can earn points through eligible purchases, services, promotions, or other activities we announce, at the earning rates and with the minimum spend and exclusions that apply. Points are credited only on completed, fully paid transactions, to the account linked to that transaction. You do not earn points on cancelled or refunded transactions, voucher or membership top-up purchases, complimentary services, or amounts paid with points, vouchers or credits, unless a promotion says otherwise. We may review, hold back, reverse or cancel points credited in error.
Redeeming points. You can redeem points at all outlets for rewards, discounts, products, services, vouchers or other benefits we make available, subject to availability. We may change redemption rates, replace or withdraw rewards, limit quantities or add redemption conditions. Redeemed points cannot be exchanged, refunded or reinstated unless we decide otherwise.
Validity and expiry. Points are valid for the period stated in the Natureland App or another official channel. Expired points are forfeited without compensation and cannot be reinstated, transferred, redeemed or exchanged.
Changes and ending the programme. We may change, suspend, wind down or end the programme, including its points, rewards, benefits and these terms, and we may stop or transfer the App. Before we withdraw or cancel points because of this, we will give you at least 30 days’ notice through the Natureland App or another official channel, and a final period to redeem them. We may migrate, convert, cancel or forfeit points after that.
Inactive accounts. We may close a loyalty account with no earning or redemption for 12 months in a row, and any points left in it may be forfeited. Closing a loyalty account will not affect your paid membership credits, your vouchers, or any amount you have paid for.
Your data. Joining the programme is not consent to marketing. See section 9.
9. Privacy and data
Who is responsible. Each company under the Natureland Group is responsible for the personal data it holds, in line with the Personal Data Protection Act (PDPA) and our Privacy Policy. You can contact our Data Protection Officer at info@natureland.com.sg (Attn: Data Protection Officer).
What we collect. We collect your name, mobile number, email and booking details. We also collect your health declaration, payment and redemption records, and CCTV footage in common areas. We take before and after photos only if you ask us to. As a licensed massage establishment, we are required by the Police Regulatory Department to collect your NRIC, FIN or passport details. We use them only to meet that requirement and to verify your identity, and we keep them securely in compliance with PDPA.
Why we use it. We use your data to manage bookings, provide services safely, redeem credits, vouchers and points, settle between group companies, send service messages by WhatsApp, SMS or email, handle complaints, and meet legal requirements.
Health information. We collect health information only to check that a treatment is suitable and safe for you. By completing the health declaration, you consent to us collecting and using it for that purpose. Only staff who need it can see it. We share it between group companies only where needed to treat you safely. We keep health forms for as long as needed for safety and legal purposes, then delete or destroy them securely. Photos are kept only with your consent and are deleted on request.
Sharing within the group. Companies under the Natureland Group share your data only for booking, redemption, service delivery, safety and handling complaints. We also share data with service providers who help us run bookings, messaging and payments, and who must protect it. We store data on servers in Singapore wherever possible. If a provider stores data outside Singapore, we require it to protect the data to a standard comparable to the PDPA.
Marketing. We send marketing by WhatsApp, SMS, email or call only with your separate consent. Booking and service messages, such as confirmations, reminders and changes, are not marketing. You can withdraw consent at any time through the unsubscribe link, by replying STOP, or by emailing our Data Protection Officer.
Your rights. You can ask to access or correct your personal data, or withdraw your consent. Withdrawing consent may limit what services we can provide. We aim to acknowledge requests within 5 working days and respond within 14 days. Where the law sets a different timeframe, we follow the law.
Data breaches. If a breach is likely to cause you significant harm, we will notify you and the authorities as the law requires.
10. Liability and indemnity
What we cannot limit. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to exclude or limit. Your rights as a consumer under Singapore law are not affected.
Limit on our liability. Subject to the paragraph above, each company’s liability is limited as follows. For loss of or damage to your belongings, we will pay the reasonable repair cost or the item’s market value, whichever is lower, up to SGD 250 for each incident. For any other claim, our liability is limited to the amount you paid for the service or product the claim relates to. To the extent the law allows, we are not liable for loss of profit or opportunity, or for indirect or consequential loss.
Your responsibility. We are not responsible for harm to the extent it is caused by a false or incomplete health declaration, or by your failure to follow staff instructions. You will cover our reasonable losses, including reasonable legal fees, caused by your breach of these terms, a false health declaration, or damage you cause to our premises or equipment.
Each company is liable only for itself. Each company under the Natureland Group is responsible only for its own outlets, services, memberships and vouchers.
Group protection and third-party rights. Every company under the Natureland Group and its related companies, together with their officers, directors, employees, interns, contractors, agents and suppliers, may rely on the limits and protections in these terms. Under the Contracts (Rights of Third Parties) Act 2001, each of them may enforce this section.
Events beyond our control. We are not liable for delay, closure or cancellation caused by events beyond our reasonable control, such as fire, flood, power or equipment failure not caused by us, epidemic, government order or strike. If this happens, we will offer you another service time or return any credit used. If a government order closes all our outlets, we will extend the validity of your credits and vouchers by the length of the closure.
11. General and governing law
Complaints. Email info@natureland.com.sg. We aim to acknowledge within 5 working days and respond within 14 days. We will try to resolve any dispute with you in good faith.
Changes to these terms. We may update these terms. The date of the latest version is shown at the top of this page. The version on our website when you book or buy applies to that booking or purchase. Changes do not reduce your rights in credits or vouchers you have already bought, which stay under the terms in force when you bought them.
Notices. We may send notices by email, WhatsApp or SMS using the details on your account, or post them on our website or in the Natureland App.
Entire agreement. These terms and the terms on your receipt, health declaration, booking confirmation, membership or voucher are the whole agreement between you and us about our services.
Severability. If any part of these terms is invalid or cannot be enforced, the rest stays in force.
Transfer. We may transfer our rights and duties under these terms to another company under the Natureland Group.
Governing law. These terms are governed by the laws of Singapore. The courts of Singapore have exclusive jurisdiction over any dispute.
Electronic acceptance. Accepting these terms by booking online, by ticking a box, or by signing electronically binds you in the same way as a handwritten signature.
Language. These terms are written in English. If we provide a translation and it differs, the English version applies.
