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CaseTrust Accreditation for Spa and Wellness Businesses

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The CaseTrust Accreditation for Spa and Wellness Businesses was developed to uphold high service standards in the ever-growing spa industry. Specific industry criteria include having applicants meet the following condition in the last twelve (12) months before the date of application:

1. Having less than five (5) complaints lodged against the Applicant with CASE that involved breaches of the Consumer Protection (Fair Trading) Act (CPFTA).
2. A clean track record with the relevant authorities.

A spa operator with the CaseTrust mark is consequently certified to have consumer-friendly policies and is trustworty.

What can Consumers Expect from a CaseTrust Accredited Spa?

A spa operator with the CaseTrust mark is certified to have these consumer-friendly policies.
Five-day cooling-off period

Consumers enjoy a cooling-off period of at least five (5) working days to seek a full refund of payments made if they do not wish to proceed with the services offered. The five-day cooling-off period offers recourse for consumers who have been pressured into signing up. This cooling-off period, however, is not applicable for services which have been utilised.

Protection for prepayment

Consumers who made prepayments can be assured that the value of their unutilised balance will be protected with documentation and real-time verification of their coverage provided.

Click here to learn more about Prepayment Protection

Insurance Bond

Spa and wellness businesses accredited under the CaseTrust scheme are required to protect prepayments made by consumers via the purchase of prepayment protection insurance.
Upon prepayment to a CaseTrust accredited spa and wellness business, consumers would be given an insurance certificate listing their personal details and the protected sum. If the company suddenly closes down, bolttech will contact the affected consumers to collect their insurance payouts.
Contact bolttech, CaseTrust’s appointed insurance broker, at


for more information.

Clear fee policy
Policies on fees and fee refunds must be clearly articulated to the customers and documented. The policies will also be adhered to the terms and conditions of the contract agreed by both the business and consumers.
Well-defined business practices
Besides good business practices and systems, there should be a redress system with proper and clearly defined dispute resolution mechanisms for the business and customers.
Well-trained personnel
The business must ensure that it has trained sales staff who do not practice unethical sales tactics and are able to provide good customer service.
Stress-free treatment
When patronising CaseTrust accredited spas, you can be assured of relaxing and stress-free treatments because of a ‘No Selling’ policy once you enter the treatment room.

Category 1 Massage Establishment Licence

Spa operators who wish to attain the Police Licensing & Regulatory Department’s (PLRD) Category 1 Massage Establishment (Cat 1 ME) Licence are required to attain CaseTrust accreditation. The Cat 1 ME Licence will grant spas with more liberal operating conditions.

To apply, the spa may first submit an online application to CaseTrust, and subsequently apply for a Provisional Cat 1 ME Licence through PLRD with CaseTrust’s Letter of Acceptance. 

Following the spa’s successful CaseTrust accreditation, they may then update their Provisional Cat 1 ME Licence to a Cat 1 ME Licence through PLRD.

For more information on the ME licensing, you may reach PLRD at the following channels:

Frequently Asked Questions


Accreditation FAQ

  • How to apply for CaseTrust accreditation?
    You may apply for CaseTrust accreditation via our online form. Alternatively, you can download a set of the Information Kit here. The Application Form can be found in the information kit. Please fill in the Application Form and submit a cheque for application fee made payable to "Consumers Association of Singapore". The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to our assessor(s) for assessment (i.e. audit).
  • What is the scope of CaseTrust's accreditation scheme?
    CaseTrust’s Accreditation scheme includes the assessment of good business practices such as transparent business policies, feedback management, dispute resolution etc. The scheme consists of criteria which cover Policies, Communication, Personnel and Practices & Systems.
  • How much is the fee?
    You may refer to the information kit that you can download here for more details on the fees. The fees depend on the size of the business.
  • Who conducts the assessment?
    CASE maintains a pool of professional and independent assessors to conduct assessments under the CaseTrust scheme. This will ensure that assessments and audits are neutral and not prejudiced.
  • Does CaseTrust accredit B2B businesses?
    CaseTrust assessment criteria focuses on B2C businesses. If your business only has B2B transactions, it will not be eligible for CaseTrust accreditation.  However, if your business has both B2B and B2C transactions, then the accreditation is only awarded to the B2C area of your business.

Info & Application kit

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Info Kit - Spa and Wellness 1 Jan 2024