Hi,
I never do refunds on anything - I would assess the situation and if I really feel there had been a fault on our part, I offer to fix the problem or re-do it for the customer (I also offer to do this myself as I am the salon owner/manager and while I am not doubting my staff one little bit as I know they are brilliant, but it often helps to passify the unhappy customer). If they are not wanting the problem fixed (some say they have been put off now... usually still trying to get a refund!) I then offer them an alternative treatment of the same value. I never give refunds... maybe I'm wrong, but I'd much rather prove that it was merely down to an unfortunate incident and that we will ensure they see us for as good as we are and not be left with the thought that we are rubbish! xx