ACCREDITATION SCHEME
FOR
SPA & WELLNESS BUSINESSES
CRITERIA CHECKLIST
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
CASETRUST FOR SPA & WELLNESS BUSINESSES
Preparing Your Business for CaseTrust Assessment
Welcome!
Congratulations! You have taken the first step to prepare your business for the future. CaseTrust is an
increasingly accepted quality mark that has been established to meet the demands of the modern discerning
consumer. At the end of the process, and when you have successfully met the criteria, you know that you are
in a better position than another business that has not met the criteria.
The following Criteria Checklist is the same form that assessor(s) will use when they conduct the assessment.
You are to use the Criteria Checklist as a self-assessment tool by marking those boxes where you have fulfilled
those criteria listed. Then, submit this filled Criteria checklist together with the rest of the relevant supporting
documents. Kindly note that every criteria has to be fulfilled. Except where Not Applicable (NA) option are
available, please provide a reason. Where for some reason you are not able to satisfactorily comply with the
criteria that apply to your business, do take steps to close these gaps before submitting the Criteria Checklist
and assessment documents.
Take note that an on-site assessment will be conducted. At that time, the CaseTrust assessor(s) will visit your
premises for observation and conduct interviews concerning the validity of the written and documented
submission. Do ensure that documented policies and procedures reflect the actual systems and practices.
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
CRITERIA CHECKLIST
All CaseTrust accredited businesses operate by the criteria listed within this criteria checklist, of which the
assessment is based on. For every criterion that applies to your business and for which you have fulfilled, please
mark the box provided in the Desktop Assessment and Site Assessment column.
Desktop Assessment
Desktop Assessment is an assessment based on the documents which you submitted.
1. Under Desktop Assessment columns, you must submit the relevant documentation and/or provide
brief written explanations and information for every criteria.
2. Please number the criteria on its relevant supporting documents.
3. For open ended questions, please provide a brief and any relevant information.
Example of Open Ended Response:
B6
My business sells what is 
advertised and promoted.
Describe measures taken
to avoid unethical
advertising and
promotion.

Measures are taken to
avoid unethical
advertising, such as bait
and switch.
B6 - My Business has dedicated staff to vet all advertising and promotion according to the standard of
Singapore Code of Advertising Practice.
4. If any of the criteria in the Documentation Checklist is not relevant, please mark the NA (Not Applicable)
box, and provide reason why it does not apply.
Submission of assessment documents and related fees
5. Assessment documents are to be submitted in:a. 1 hardcopy (in file) and
b. 1 Softcopy (in thumb drive)
6. Assessment fee (in cheque make payable to “CASE”) to be submitted together with assessment
documentation.
7. Submit this Criteria Checklist fully marked. Please check and ensure all relevant supporting documents
are submitted.
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Preparing for Site Assessment
8. Be prepared to present to CaseTrust assessor(s) the evidence required under the Site Assessment
column.
9. Your staff and personnel should be prepared to be interviewed by the assessor(s).
Definition of terms
A2 – “Service guarantees” means entitling customers with one or more forms of compensation, namely easyto-claim replacement, refund or credit, under the circumstances of service delivery failure.
A2 – “5 working days cooling off period (exclusive of Saturdays, Sundays and Public Holidays)” is counted with
the day of purchase as the start day, the next working day as day 1.
A4 – “Deposit” means monies the business collect as partial payment or security.
A5 – "Vouchers” means any substitute for monies in the form of credit that are purchased by customer for use
later on.
A7 – “Prepayment” means any form of payment made in advance of the date of consumption of services or
products including, but not limited to packages, gift vouchers, and membership fee.
B8 – “Promotion” means any marketing activities to stimulate sales for a period of time.
Documentation checklist – “Sample” means a small quantity which is similar to and represents the whole
amount.
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Name of Business: _________________________________________________
CASETRUST CRITERIA FOR SPA & WELLNESS BUSINESSES
Policies
Desktop Assessment
Site Assessment
Goods & Services
A1
My business offers goods and 
services of satisfactory
quality as defined in the Sales
of Goods Act S14 (2),
Consumer Protection (Fair
Trading) Act and Lemon Law.
My business has a policy
reflecting this.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.

My business has policy on
warranties and service
guarantees.


The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
My business accords a
cooling-off period of at least
5 working days (exclusive of
Saturdays, Sundays, and
Public Holidays) to allow
customers to seek full refund
of payment made if they do
not wish to proceed with the
services offered.

My business has an
exchange, transfer and
refund policy.


The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
The exchange, transfer and
refund policy clearly
stipulates time frame(s) and
conditions.
Terms & Conditions of Sales
A2
My business clearly states
the terms and conditions of
any warranties or service
guarantees to protect
customers against product
defects and nonperformance.
As part of the service
guarantees, my business
accords a cooling-off period
of at least 5 working days
(exclusive of Saturdays,
Sundays, and Public Holidays)
to allow customers to seek
full refund of payment made
if they do not wish to
proceed with the services
offered.
A3
My business has an
exchange, transfer and
refund policy clearly
stipulating the time frame
and conditions for any
exchanges, transfers and
refunds.
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
A4
A5
A6

My business has a policy
stating the terms and
conditions for deposits paid
in the event that the
transaction is cancelled.

Time frame before deposits
for reservations are forfeited.

NA:
________________________
________________________

My business clearly states
the terms and conditions
applicable to the redemption
of vouchers.
My business has a policy
stating the terms and
conditions for redemption of
vouchers.

NA:
________________________
________________________
My business does not engage 
in selling activities or any
form of selling tactics during
treatments and in treatment
room.
My business has a no-selling
policy during treatments and
in treatment room.
My business clearly states
the terms and conditions for
any deposits paid should the
transaction be cancelled.
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
The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
The policy is clearly stated
in the voucher issued.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
A7
My business is committed to 
inform and protect
customers with approved
insurance and/or prepaid
card upon the receipt of their
pre-payments, including but
are not limited to packages,
gift vouchers and
membership fee to my
business.


My business has a policy to
inform and to provide
approved insurance coverage
and/or prepaid card in order
to protect customers who
have made pre-payments,
including but are not limited
to packages, gift vouchers,
membership fee to my
business.
The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
Customers are given
documentary proof of
approved insurance coverage
and/or prepaid card upon
making pre-payments to my
business.
Note to CaseTrust applicant:
The protection scheme
should ensure that payout of
balance amount is made in
cash/cheque/customer's
bank account.
Individual customers are to
be protected and provided
with relevant documentation
and/or prepaid card.
Definition of "Insolvency" or
"Compulsory liquidation"
should state - The coverage
will respond in the event
where Insured is unable to
fulfil its obligations to its
customers for more than 30
days on a continuous basis
and where it is evidenced
that all physical functions of
Insured organisation has
ceased for more than 30
working days.

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NA: My business declares
that we only offer pay-asyou-use services and do not
collect prepayments.
Declaration Form is attached
for your business to fill up
and submit to CASE.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Pricing & Payment
A8
A9
My business is committed to
display discounted prices
clearly.
My business clearly states
the payment methods and
channels available to
customers.

My business has a policy to
display discounted prices
clearly.

NA:
________________________
________________________

My business has a policy on
payment methods and
channels.


A10 My business is committed to 
avoid over or under-charging
and to ensure correct change
is given.

A11 My business clearly states
what is included in all prices
quoted, including taxes, and
any other surcharges (if any).

A12 Transparency of Pricing
My business clearly states
any additional charges for
extra services such as
product upgrade request not
included in the original
package. E.g. Ampoule
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
Discounted prices are
clearly and prominently
displayed in the store and
in contracts/
communication materials.

Payment methods and
channels available to
customers are clearly and
prominently displayed at
points of sales and in
contracts/ communication
materials.

For payment using foreign
currencies, exchange rates
are prominently displayed.

Price tags/shelf-talkers/
price lists used are clear
and legible.

Price display reflect the
total amount payable
inclusive/ exclusive of GST.

Prices are clearly displayed
in contracts/
communication materials.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
The policy states:
Types of payment accepted
(eg. Cash, cheque, credit)
Types of currencies accepted
My business has a policy on
accuracy of charging.
My business has a policy on
clearly stating what is
included in all prices quoted.
NA:
________________________
________________________

My business has a policy on
additional charges for extra
services.

NA:
________________________
________________________
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
A13 Honouring Price Quotes
My business honours the
prices quoted at the time of
booking for services.

My business has a policy of
honouring prices quoted at
the time of booking for
services.

NA:
________________________
________________________

My business has a policy on
the security of customer
data.

The policy states that
customers’ particulars are
solely for the purposes of
completing sales
transactions.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.

The policy is clearly and
prominently displayed in
the store and in contracts/
communication materials.
Security
A14 My business is committed to
maintaining the
confidentiality of customer
data.
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
The policy is clearly stated
in forms used to obtain
customer information.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Documentation Checklist
The following checklist is to help you ensure that the following supporting documents are attached together
with the submission. Please check the boxes provided to indicate documents submitted.
Supporting Documents required
Attached
NA
Business Policy / Set of Terms and Conditions / Customer contract which includes:
A1
Commitment to provide quality goods and services.

A2
Warranties and service guarantees.
Incorporation of the cooling-off period.


A3
Exchange, transfer and refund.

A4
Deposits in the event of cancellation.


A5
Redemption of voucher.
Samples of voucher.




A6
Avoidance of selling activities during treatments and in treatment
rooms.

A7
Notification of approved insurance and/or prepaid card to customers.


A8
Discounted prices.
Samples of marketing materials reflecting discounted prices.




A9
Payment methods and channels.

A10
Accuracy of charging.
Price list shown to customers for all services offered.


A11
All prices quoted for all services offered are clearly stated.


A12
Additional charges for extra services.


A13
Honouring prices quoted at the time of booking.

A14
Confidentiality of Customer Data.
Samples of forms used to obtain customer information with policy
clearly stated.


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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Communication
Desktop Assessment
Site Assessment
External Communication
B1
B2
Please state the modes of
communication available to
customers:

The business can be easily
contacted by external
customers.





Letter
Telephone
Fax
Email
Others: ________________

Modes of communication
available to customers are
made readily known and
accessible.

My business ensures that a
system is in place to inform
CaseTrust in writing of any
change 7 days before
implementation; including:-

The business has a system
or standard form in place to
inform CaseTrust of any
critical changes.
My business provides
effective mode(s) of
communication for
customers.
My business has a system in
place to inform CaseTrust in
writing of any business
change(s) at least 7 days
before implementation;
including: ACRA business profile,
Ownership, Partners,
Directors, Legal entity
name
 ME licence, Establishment
name, ME licensee
 Contact person for
CaseTrust, Name,
Designation, Contact
number, Email
 Mailing address
 Outlet address
 Business contact
 Policies
 Implement/withdraw
collection of prepayment/no coverage of
prepayment for 15
continuous days
 Ceasing operation of
CaseTrust accredited
outlet(s)
 Others
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 ACRA business profile,
Ownership, Partners,
Directors, Legal entity
name
 ME licence, Establishment
name, ME licensee
 Contact person for
CaseTrust, Name,
Designation, Contact
number, Email
 Mailing address
 Outlet address
 Business contact
 Policies
 Implement/withdraw
collection of prepayment/no coverage of
prepayment for 15
continuous days
 Ceasing operation of
CaseTrust accredited
outlet(s)
 Others
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Advertising and Promotion
B3

My business ensures that
merchandise and services
offered in the store match
the description in marketing
communications.


My business ensures that
marketing communications
provide sufficient
information on prices,
quality, availability and terms
of sales or business.
Marketing communications
provide sufficient
information on prices,
quality, availability and
terms of sales or business.
My business clearly indicates
the details of the approved
insurance and/or prepaid
card available to protect the
customers who have made
pre-payments to my
business.

Details of approved insurance 
and/or prepaid card
undertaken are available to
both customers and the
public.

NA: My business declares
that we only offer pay-asyou-use services and do not
collect prepayments.
Declaration Form is attached
for your business to fill up
and submit to CASE.
Customers and the public
can easily find the details of
the Protection Scheme(s)
undertaken by the business.
My business sells what is
advertised and promoted.

Describe measures taken to
avoid unethical advertising
and promotion.

Measures are taken to
avoid unethical advertising,
such as bait and switch.

NA:
________________________
________________________

Describe measures taken to
ensure stock levels.


Effective measures are
taken to maintain stock
levels.
NA:
________________________
________________________
Accuracy of Information
My business ensures that all
goods and services are
accurately described and
portrayed in all marketing
communications.
B4
Adequacy of Information
My business ensures that its
marketing communications
include sufficient details on
prices, quality, availability
and terms of sales of
business.
B5
B6
B7
My business maintains a
sufficient level of stocks for
all promotional items.
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

Actual merchandise and
services offered in store
must match all attributes
described and claimed.
NA: The business has
endorsed a Declaration
Form informing CASE that
we only offer pay-as-youuse services and do not
collect pre-payments.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
B8
B9
My business clearly states
the period for which
promotions are valid.

Marketing communications
on promotions clearly state
the period for which the
promotion is valid.

NA:
________________________
________________________
My business clearly spells out 
details of the mechanism for
any lucky draw, free gifts,
complimentary merchandise,
or contest.

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

Marketing communications
on lucky draws and contest
provide sufficient
information on mechanism
used for conducting the lucky
draw or contest.

NA:
________________________
________________________ 
In-store display of
promotion clearly indicates
period for which promotion
is valid.
In-store display of lucky
draws and contest clearly
indicates contest
mechanism.
Measures are taken to
ensure that the contest
mechanism is adhered to.
Staff are informed of
contest mechanisms and
are able to inform
customers correctly and
accurately.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Documentation Checklist
The following checklist is to help you ensure that the following supporting documents are attached together
with the submission. Please check the boxes provided to indicate documents submitted.
Supporting Documents required
Attached
NA
B1
Samples of mode of communication available to customers.

B2
System or standard form that keep CaseTrust informed of changes.

B3
B4
Samples of recent marketing communications and price list.

B5
Samples of marketing communication indicating approved insurance
and/or prepaid card undertaken.
OR
Endorsed Declaration Form to CASE (CaseTrust Department) informing
that the business only offers pay-as-you-use services and does not
collect any form of pre-payments.

B6
Description of measures taken to avoid unethical advertising and/or
promotion.


B7
Description of measures taken to ensure stock levels.


B8
Samples of marketing communications for promotions.


B9
Samples of marketing communications for lucky draws and/or contest.


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
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Practices & Systems
Desktop Assessment
Site Assessment
Retailing
C1
Deposit/Reservations
a. My business provides
customers with receipts to
acknowledge payment of
deposits or reservation
charges.
b. Receipts for deposits and
reservations have full
detailed information.

Proof of Purchase
a. My business issues
receipt/ sale slips to
customer with details of the
purchases of the goods/
services provided.
b. The receipt and sales slip
reflect relevant detailed
information.
C3
Exchange, Transfer and
Refund
My business honours our
exchange, transfer and
refund policies promptly
within the stipulated time
frame and conditions.
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
Copies of receipt for
deposit/reservations should
be consistent as that
submitted during desktop
assessment.

Copies of receipts/ sale slips
should be consistent as that
submitted during desktop
assessment.

The business keeps records
of exchanges, transfers and
refunds granted.

Records and up to date and
reflect that the business
consistently honour
exchange, transfer and
refund policies.
Receipt issued includes:










C2
My business issues receipts
to acknowledge deposits
paid.
Customer’s particulars
Business' name and address
Date of order & delivery
Description of
merchandise/services
Quantities and prices
GST
Amount of deposit paid
Amount outstanding
Shipping and delivery charges
Time frame before deposits
for reservations are forfeited

NA:
________________________
________________________

My business issues receipts/
sales slips.
Receipt issued includes:






Name of business
Date of purchase
Quantities purchased
Amount paid
GST
Details of goods/services sold

My business has an
exchange, transfer and
refund policy as stated in
criteria A3.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
C4
Records and Scheduling
a. My business maintains
accurate records of all
applications, bookings and
correspondences with the
customer.


b. My business stipulates
expiry dates for any form of
prepayment including, but
not limited to packages, gift
vouchers and membership.
My business obtains
customer's signature
acknowledging receipt of
product(s) and/or service(s)
and a copy of the form given
to the customer for
retention.

My business keeps customer
updated on the status of his/
her treatment package(s)
should the need arises,
including contacting
customers at least one
month prior to the expiry
dates of the respective spa
and treatment packages.

My business has a
reservation system to ensure
that appointments are
carried out as scheduled. This
may include, but not limited
to, the issuance of
appointment cards to the
customer.

My business has a system for
staff to send reminders to
the customers at least 1 day
prior to the appointment
date.

My business ensures that a
sufficient number of staff is
available to serve the
number of customers who
sign up for my package(s).

NA:
________________________
________________________
c. My business has a system
to ensure that appointments
are carried out as scheduled
and that sufficient personnel
are deployed to carry out
scheduled appointments.
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My business maintains
proper customer records
containing detailed
information.

The business keeps records
of bookings.

Records are up to date and
reflect that procedures
have been compiled with
accordingly.

Reservation system is in
place and ensures that
appointments are carried
out as scheduled.

Staff deployment matches
the number of customers
who sign up for packages.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Proof of Protection for Prepayments
C5
Proof of Protection

My business has undertaken
approved insurance and/or
prepaid card for customers
who have made prepayments to my business.

My business maintains
proper documentation of the
Protection Scheme(s)
undertaken, containing
detailed information.

My business maintains

records of customers' prepayments, keeps track of
their utilisation and ensures
customers are duly protected
under the Protection
Scheme(s).
Documents should include:

Master Insurance and/or
prepaid card agreement payout will be administered in
cash/cheque/customer's
bank account.

Sample of Certificate of
Insurance and/or prepaid
card issued to customers.




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
The business complies with
the necessary procedures
and possesses
documentation which is up
to date and issued by the
relevant Insurer.
The business produces
records of customers'
utilisation of the prepayments and a master
record of all customers'
pre-payments protected
under the Protection
Scheme(s).
The documentation clearly
states the essential
information.
The Certificate of Insurance
should clearly state:
Name of Spa Company, the
insured customer, and
Insurer.
Validity of coverage
Value of coverage
NA: My business declares
that we only offer pay-asyou-use services and do not
collect prepayments.
Declaration Form is attached
for your business to fill up
and submit to CASE.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Feedback Management
C6
My business has a system to
document complaint cases
and has a complaints
resolution procedure.

My business has a complaint
resolution procedure.

Staff is assigned to handle
complaints.

My business has a system to
document complaints.

There are records of the
complaints handling
procedure.

The records reflect that the
complaints handling
procedure is effective in
resolving customer
complaints.

The records of the
complaints handling
procedure reflect that
complainants are kept
informed of the status of
the investigation.




C7
Documentation include:
Customer’s name and
contact
Nature of complaint
Manner in which complaint
was resolved
Time taken to resolve
complaint

My business informs
complainants of the status of
the complaint investigation.
The complaints resolution
procedure ensures that
complainants are kept
informed on status of
complaint investigation.

Average time taken to
initially respond to a
complaint: ________days.


Average time taken to
resolve a complaint: _______
days.
The records of the
complaints handling
procedure reflect that
complainants are resolved
within 21 days.

The records reflect that
customers are informed of
alternative form of redress
available.


Describe the system for
maintaining confidentiality of
customer data.
The business has a system
to ensure that customers’
data are kept confidential.

Describe how customer
confidentiality policy is
communicated to staff.
C8
My business resolves
complaints within a
maximum of 21 days upon
receipt of complaint.
C9

My business informs
customers of alternative
forms of redress should the
business be unable to resolve
the complaint within the
time frame, E.g. CASE
Mediation Centre.
Alternative forms of redress
is available to customers.
Security
C10
My business has a system to
keep all customers’
particulars confidential.
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
C11

My business ensures that
there is no video recording
device and/or any other form
of image capturing devices in
the treatment room to
safeguard the privacy of
customers.

C12
If my business offers services 
to both gender, we will make
this known to our
prospective customers in
advance.

My treatment rooms do not 
have any video recording
device and/or any other form
of image capturing devices,
including mobile phones with
camera function, to
safeguard the privacy of
customers.
There is visual evidence to
suggest the absence of
video recording device
and/or any other form of
image capturing devices in
the treatment rooms.
My staff does not carry video
recording devices, mobile
phones and/or any other
forms of image capturing
devices into the treatment
room.
My business informs
customer prior to payment
that services are offered to
both gender.

Procedures are in place to
inform customer in advance
that services are offered to
both gender.

The business has a quality
assurance system to ensure
the quality of products on
sale and services
performed.

The business abides by
relevant codes of practice
and possesses necessary
licence issued by the
relevant authorities.

Procedures are in place to
ensure that customers are
given beverages after each
treatment.
NA:
________________________
________________________
Goods & Services
C13
C14
My business has a system for 
ensuring the quality of
products and services offered

for sale. Goods and services
offered are fit for
consumption and not past
expiry date.
My business ensures that
beverages are made
available to customers to aid
post therapy care.
19 | P a g e

Describe how quality is
ensured.
Indicate any industry codes
of practice/ industrial
regulatory requirements
which are applicable.
My business provides the
customer with beverages
after each treatment.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Facility, Hygiene & Safety
C15
C16
C17
My business maintains
standards of customer care,
cleanliness, and service
appropriate to the type of
spa.
My business provides health
questionnaires to customers
and assesses customers’
health condition before
recommending any
treatment(s) and/or
product(s).

My business provides the
customer with locker and
shower facility where
applicable.

My staff cleans the treatment
bed and any equipment
which comes into close
contact with customers after
every treatment.

My staff ensures that the
hydro-therapy pool is refilled
in the customer's presence.
(if applicable)

My business provides health
questionnaires that is in line
with CaseTrust's basic
questionnaire template. It
asks minimally the following:



Name of customer
Existing health status
Special consideration such as
heart disease, diabetes, high
blood pressure etc.

My business provides wellmaintained facilities with all
décor, furnishing, fittings and
equipment in good condition.

C18
My business provides
separate facilities for both
genders where appropriate.
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My business ensures that
equipment are in good
working condition and tools
are sterilised in accordance
with standard operating
guidelines.

The business maintains
standards of customer care,
cleanliness, and service
appropriate to the type of
spa.

The business has a system
to ensure that the customer
completes the health
questionnaires.

The business has wellmaintained facilities with all
décor, furnishing, fittings
and equipment in good
condition.

My business has a designated
area for preparation of
products for treatments and

services.
Visual evidence of
sterilisation of equipment
or equivalent.
Visual evidence of
designated area for
preparation of products for
treatments and services.

My business provides
separate facilities for men
and women.

Visual evidence of separate
facilities for men and
women.


NA:
________________________
________________________
Proper signage must be put
up for areas which are
exclusive to the specific
gender.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Compliance with Regulatory Requirements
C19
My business complies with
regulatory requirements as
mandated by the Licensing
Authority.
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
My business complies with
the Massage Establishment
Act.

NA:
________________________
________________________

The business abides by
relevant codes of practice
and possesses necessary
licence issued by the
relevant authorities.
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Documentation Checklist
The following checklist is to help you ensure that the following supporting documents are attached together
with the submission. Please check the boxes provided to indicate documents submitted.
Supporting Documents required
Attached
NA

C1
Sample of receipt issued for deposits/reservations.

C2
Sample of receipt/ sales slip for proof of purchase.

C3
Samples of exchanges, transfers and refunds records.


C4
Samples of customer bookings, customer records and scheduling
documentation.


C5
Samples of documentation for undertaking of approved insurance
and/or prepaid card; records of customers' utilisation of the prepayments and a master record of all customers' pre-payments
protected under the Protection Scheme(s).


C6
C7
C8
Documentation of complaints resolution procedure. (eg. Flowchart,
Standard Operating Procedure)
Sample of documentation of complaints.

C9
Alternative forms of redress available to customers.

C10
Description of system for maintaining confidentiality of customer data.
Description on how customer confidentiality policy is communicated to
staff.


C11
Standard Operating Procedures for ensuring the absence of image
capturing devices in the treatment rooms.

C12
Standard Operating Procedures to inform customers in advance that
services are offered to both gender.

C13
Description on how quality is ensured.
Code of Practice / Industries regulatory requirement which are
applicable.


C14
Standard Operating Procedures to ensure that customers are given
beverages after each treatment.

C15
Documentary standards of customer care, cleanliness, and service.

C16
Sample of health questionnaire.

C17
Sample of maintenance schedule records.

C18
Photographs of separate facilities for men and women.


C19
Copy of licence issued by relevant authority.


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

0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Personnel
Desktop Assessment
Site Assessment
Performance
D1
My business ensures that
customer support and
service staff do not practice
any unethical sales tactics.

Describe how the business
ensures that staff do not use
unethical sales tactics.

Customer support and
service staff do not engage
in pressure selling or
attempt to mislead
customers.
D2
My business ensures that
privacy of the customer is
protected.

My staff is prohibited from
using mobile devices during
treatment sessions.

Staff does not carry mobile
devices into the treatment
rooms.
The customer is assured of
uninterrupted services during
treatments.
Knowledge
D3
D4

My business ensures staff is
able to provide accurate,
timely and comprehensive
product and service
information to customers
and to perform service to the
expected levels.

My business provides
adequate training to staff to
ensure sufficient product and
service knowledge.


At least 80% of my
masseuses, therapists and/or
foot reflexologists have
NSRS/ CIDESCO/ CIBTAC/

ITEC/ NITEC/ WSQ
qualifications.
My business ensures that
staff are trained and meet
training standards in
accordance with prevailing
CAT I or CAT II requirements
stipulated by the Licensing
Authority.
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
Customer service staff are
knowledgeable about
products and services
offered.
Staff rendering service to
customers are capable of
meeting customers’
expectations.
Staff are trained in
accordance with Licensing
Authority's requirements.
Staff possess the relevant
competence qualifications
(i.e. NSRS/ CIDESCO/
CIBTAC/ ITEC/ NITEC/ WSQ
qualifications).
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Dressing and Grooming
D5
D6
My business ensures staff is
well-groomed and
professional in appearance
and etiquette.
My business issues uniforms
and name tags to staff.


My business has established
standards for grooming and
service etiquette.

Visual appearance of staff.

Service etiquette standards
as documented.
My staff undergoes grooming

and etiquette training
programmes.

My staff wears uniform and is 
properly attired to perform
the task or service.

My staff is issued with name
tag that is worn at all times
during opening hours.
Records of previous inhouse and/or external
training programmes
attended.
Visual appearance of staff.
Documentation Checklist
The following checklist is to help you ensure that the following supporting documents are attached together
with the submission. Please check the boxes provided to indicate documents submitted.
Supporting Documents required
Attached
D1
Description of how business ensures that staff do not use unethical
sales tactics.

D2
Standard Operating Procedures to ensure that staff does not carry
mobile devices into the treatment rooms.

D3
Documentation on training provided to staff to ensure product and
service knowledge.
Records of previous in-house and/or external training programmes
attended.

D4
Training qualifications for each of the relevant staff.
State percentage of staff who possess the relevant competence
qualifications.


D5
Grooming and etiquette standards documentation.
Records of previous in-house and/or external training programmes
attended.


D6
Photograph of staff in uniform with name tag displayed.

24 | P a g e
NA

0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
Consumers Association of Singapore (“CASE”), CaseTrust Department
170 Ghim Moh Road #05-01
Ulu Pandan Community Building
Singapore 279621
Dear Sir/Mdm,
DECLARATION & UNDERTAKING BY SPA AND WELLNESS BUSINESS APPLYING FOR NON-REQUIREMENT OF
THE SPA AND WELLNESS PROTECTION SCHEME
1. We, the undersigned, refer to our CaseTrust’s Spa and Wellness Business accreditation.
2. We hereby unconditionally warrant, represent and declare to CASE that we do not collect any form of prepayments including, but are not limited to packages, gift vouchers, and/or membership fees.
3. We undertake:a) to obtain prior written approval from CASE before the implementation or collection of any form
of pre-payments and to comply with all requirement(s) and condition(s) as may be imposed by
CASE for the purposes of the approval; and
b) to immediately take up the Spa and Wellness Protection Scheme before the implementation of
any form of pre-payments.
4. We acknowledge that if we make any false statements herein, in support of our application for nonrequirement of a Spa and Wellness Protection Scheme and/or breach the terms of the undertaking, CASE
may in its sole and absolute discretion terminate the licence agreement and to withdraw the CaseTrust
quality mark.
5. In consideration of CASE acting on reliance of our representations, declarations and undertaking above,
we hereby undertake to bind our assigns, successors, heirs, personal representative and/or executors to
indemnify (including legal cost on a full indemnity basis) and to hold CASE harmless from any and all claims,
loss, damage, costs, charges and/or expenses suffered and/or incurred by CASE as a result the declarations
and all CASE’ actions in accordance hereof, including the termination of our licence agreement and the
withdrawal of the CaseTrust quality marks.
The Common Seal of _________________________________________
was affixed in the presence of:
Signature: _________________________________________________
Name of Organisation head: ___________________________________
Designation: ________________________________________________
Business name: _____________________________________________
Date: ______________________________________________________
25 | P a g e
0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses
HEALTH QUESTIONNAIRE
<Example Template>
Please answer Yes or No. If yes, please provide more details.
Medical History
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Have you undergone any form of surgery in the past 6 months?
Are you on any form of medication?
Do you have any drug allergies?
Do you have asthma or any respiratory problems?
Do you have high blood pressure?
Do you have low blood pressure?
Do you have diabetes?
Do you suffer from Depression of Anxiety?
Do you have Eczema or any form of skin allergies?
Do you have any injuries or experience pain in joints, neck, arms, legs and torso?
Do you have any mobility limitations?
Do you have any heart problems?
Are you currently using a pacemaker?
Yes / No
Yes / No
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No / Unsure
Yes / No
Yes / No / Unsure
Yes / No
For Women Only
14. Are you pregnant?
15. Do you have irregular periods?
Yes / No / Unsure
Yes / No
If any of the answers above is yes, please specific: ________________________________________________
_________________________________________________________________________________________
Declaration
I acknowledge that the above information given by me is complete and accurate to the best of my knowledge
and that no fact that is likely to influence the safety of the treatment(s) that I have signed up for have been
withheld.
Signature of Customer
Name of Customer
Date
Confidentiality Note: The information provided in the health questionnaire is for the sole purpose of carrying
out safe and effective treatment(s) and will be kept strictly confidential.
For subsequence visit within 6 months
I declared that my health condition had remained unchanged, as stated in this health questionnaire.
Date
Signature
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0 5 F e b 2016 – CaseTrust Accreditation Scheme for Spa & Wellness Businesses