A loyal customer of Royal Secrets Wellness, a spa that abruptly closed down on February 28th, is left with over $5,000 in unused packages. Stomper M, a long-time customer, shares her experience and highlights the financial risk faced by consumers when businesses operating on prepaid models close down unexpectedly.
M had been a customer of the spa for 20 years, and the sudden closure came as a shock. She recounts how, on February 12th, she was informed for the first time that the salon would be closing in just two weeks. This was during her scheduled pre-Chinese New Year monthly facial.
Over the years, M had signed up for multiple packages, paying up to $1,800 for each. She trusted the brand and consultants, unaware that operations would cease so abruptly. The unused sessions in her four remaining facial and body packages amounted to over $5,000.
M was initially offered a refund, subject to management approval, or the transfer of her packages to other spas. However, on February 25th, she was informed that management had decided to proceed with liquidation, and refunds would not be possible.
In a Facebook post announcing the closure, Royal Secrets Wellness mentioned that they were working with established spa service providers to assist customers. However, M's experience with the listed spas revealed a limitation: only packages signed up from March 1st, 2024, onwards qualified for transfer, and the transfer amount was capped at $1,000.
As a result, M is left with over $4,000 at risk. She has lodged a complaint with the Consumers Association of Singapore (Case) and emphasizes the financial risk consumers face when businesses operating on prepaid models close down abruptly.
M calls for greater clarity on whether existing regulations adequately protect consumers and whether stronger safeguards are being considered. She hopes that by sharing her experience, other affected customers will come forward, leading to greater transparency and support.
The Consumers Association of Singapore has confirmed receiving a complaint against Royal Secrets Wellness and is assisting the consumer. President Melvin Yong encourages consumers to patronize CaseTrust-accredited businesses, which are required to have prepayment protection mechanisms in place.
