Refunds??

[loulou's nails]

hi!

im opening a salon soon with my sister and ive noticed that on here theirs been a lot of people having trouble with clients trying it on wanting refunds. (example: nails dropped off after 3 days, clients biting off thier nails ect!)

im just worried that theirs going to be a lot of these people about as having worked in retail before i know that people will try anything to get their money back or something for free!

i was just wondering what you do in this suitation and do you or your salon have some sort of refunds policy??

luckly i have never had anyone wanting their money back before on my work but would like to cover our backs as much as we can, especially in the current climate!

any advice would be very much gratefull thank you!! xxx

 

[Velveteen]

I have a refunds policy that is perched on the counter for all to see.

Here in Australia, and like the UK, you can't just refuse to refund as there are laws that protect the consumer. If the client presents a case that clearly points to the service not being as advertised, that it hasn't performed as it should or that they were not properly informed about etc then you must refund.

Nail biters, serial nose pickers etc - all are informed verbally about the service before the service which is also when I take their history and again in writing (I hand them a little post appointment card) after the service.

I also exercise a bit of goodwill. For example, if one nail breaks, I'll repair it and move on. Or if the colour turns out to be a disastrous one for them, I'll remove it and put on a new one (once). It's things like this that promote LOVE in your practice and LOVE promotes MORE BUSINESS.

 

[geeg]

I would just say, "We Are confident in our ability and we know our work is good. We do not offer refunds."

I have never given refunds and my clients know it from the outset.