Payment and Refund Policy

Last updated: 23 September 2026

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all corporate health services offered through headsparkup. These services include employee wellness programmes, corporate health screenings, on-site medical consultations, vaccination drives, ergonomic assessments and ongoing health management subscriptions for businesses based in Singapore. The policy governs payments made by corporate clients for these services whether purchased directly via the website or through customised quotations. It does not extend to individual consumer purchases outside the corporate context or to third-party services arranged separately by client organisations.

Corporate clients are defined as registered businesses or organisations that engage headsparkup for the benefit of their employees. All transactions are treated as business-to-business dealings yet remain subject to applicable consumer protection provisions under Singapore law where individual employees receive direct services.

Prices, Currencies, Taxes and Any Additional Charges

All prices are quoted in Singapore Dollars (SGD) unless otherwise stated in a formal quotation. Prices include prevailing Goods and Services Tax (GST) at the rate set by the Inland Revenue Authority of Singapore. Corporate clients remain responsible for any additional taxes, levies or duties imposed by their own jurisdiction when services are delivered across borders. Optional add-ons such as extended reporting, customised wellness reports or additional consultation hours incur separate charges clearly itemised before confirmation. No hidden fees apply; any travel or logistics costs for on-site services outside central Singapore are disclosed in advance.

Accepted Payment Methods, Payment Authorisation and Payment Security

headsparkup accepts payment via major credit and debit cards, bank transfers through Singaporean financial institutions, and corporate invoicing with approved credit terms. All card payments are processed through secure payment gateways compliant with PCI-DSS standards. Payment authorisation occurs immediately upon submission; funds are held until the order or booking is confirmed. headsparkup does not store card details on its servers. Clients opting for bank transfer receive an invoice with bank details and must complete payment within fourteen days unless alternative terms have been agreed in writing.

Order, Booking or Service Confirmation and When a Contract Is Formed

A contract is formed once headsparkup issues a written confirmation following receipt of full payment or a signed quotation. For subscription-based corporate health programmes, the contract commences on the agreed start date specified in the confirmation email. Clients receive an electronic receipt and service schedule upon successful payment. Until confirmation is issued, no binding obligation exists on either party. Corporate clients must ensure all employee data required for service delivery is provided accurately within the timeline stated in the confirmation.

Cancellation Rights and Applicable Cancellation Periods

Corporate clients may cancel scheduled services with at least fourteen business days' written notice prior to the agreed delivery date without penalty. Cancellations with less than fourteen business days' notice are subject to a cancellation fee equivalent to fifty percent of the service value. Subscriptions may be cancelled at any time with thirty days' notice; the client remains liable for services rendered up to the cancellation effective date. No cooling-off period applies to customised corporate programmes once the contract is confirmed.

Refund Eligibility, Exclusions and Non-Refundable Items or Services

Refunds are available only when services have not yet commenced and cancellation notice has been provided within the permitted window. Partial refunds may be issued for unused portions of subscription periods on a pro-rata basis after deducting administrative costs. Non-refundable items include any services already delivered, personalised reports generated, or deposits paid for exclusive venue bookings. Promotional or discounted packages are refunded only at the discounted rate originally paid. No refunds are provided for client-initiated changes to employee numbers after confirmation that reduce overall service value.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, the authorised corporate contact must submit a written request via email to [email protected] or through the contact form on the Contacts page. The request must include the original invoice number, date of purchase, description of services, reason for cancellation and bank account details for refund processing. Requests received without complete information will be returned for clarification, which may delay processing. headsparkup acknowledges receipt of refund requests within three business days.

Inspection, Approval, Rejection and Notification of the Refund Decision

Upon receiving a complete request, headsparkup reviews eligibility against this policy within seven business days. Clients are notified of the decision by email. Approved refunds proceed to processing; rejected requests receive a clear explanation citing the relevant policy clause. Clients may appeal a rejection once by providing additional supporting documentation within fourteen days of notification.

Refund Method, Processing Time and When Funds Should Reach the Customer

Approved refunds are returned using the original payment method whenever possible. Bank transfers are used for credit card or invoice payments. Processing typically completes within fourteen business days of approval; however, actual receipt of funds may take an additional three to seven business days depending on the client's bank. headsparkup provides a refund confirmation email once the transfer is initiated.

Special Rules for Digital Content, Subscriptions, Services or Promotional Offers

Digital health reports and online wellness modules are considered delivered upon download or access grant and are non-refundable thereafter. Subscription services billed monthly or annually follow the thirty-day notice rule; early termination does not entitle the client to a refund of the current billing cycle. Promotional offers such as bundled screenings are refunded proportionally only if the entire bundle remains unused. No refunds apply to services consumed during any free trial period that converts to a paid subscription.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments trigger an automatic notification and a seven-day grace period to complete payment before the booking is cancelled. Duplicate charges are investigated promptly upon notification; verified duplicates result in immediate refund of the excess amount. Chargeback requests are treated as refund requests and assessed under the same criteria. Suspected fraudulent activity leads to immediate account suspension pending verification; legitimate clients may contact +65 6697 7700 for assistance. headsparkup cooperates fully with banks and authorities in fraud investigations.

Mandatory Consumer Rights in Singapore That the Policy Cannot Exclude

Nothing in this policy excludes or limits rights available under the Consumer Protection (Fair Trading) Act, the Sale of Goods Act or the Unfair Contract Terms Act where services are supplied to individuals. Corporate clients retain the right to seek remedies for misrepresentation or defective services through the Small Claims Tribunal or the courts. headsparkup undertakes to honour all statutory guarantees applicable to the services provided.

Contact Route, Policy Changes and Last-Updated Date

Questions regarding this policy should be directed to [email protected] or via the contact form available on the Contacts page. headsparkup reserves the right to update this policy to reflect changes in law or business practices. Material changes will be communicated to active corporate clients at least thirty days before taking effect. The current version always supersedes earlier versions. This policy was last updated on 23 September 2026.