Refusing to provide service and Refusing to refund

the_ghost_2

Paid for a course of 6 laser treatments. Complained after the first treatment. They have falsely accused me of using abusive language and are refusing to treat me any more. And now they are refusing to refund me too.


Where do I stand with this? What legal rights do I have?

neilmcl

What are the terms of the contract you signed up to?

the_ghost_2

I don't recall receiving a contract though I did sign a liability form. Standard sort of form these beauty salons issue before treatment (I don't have this form either). The terms of the deal were for a course of 6 treatments of which I have had one. They are refusing to provide the remaining 5 treatments.

Do I have a right to a refund?

wealdroam

You really need to find out what their T&Cs say, i.e. what you agreed to.

If they say something like "we reserve the right to terminate any course of treatment for whatever reason we like", that may be considered an unfair term.

It does seem reasonable that if they terminate the agreement, then they should refund monies paid.

Why did they accuse you of using abusive language?

So you complained after the first treatment.
About what?

Flyboy152

wealdroam wrote: »

You really need to find out what their T&Cs say, i.e. what you agreed to.

If they say something like "we reserve the right to terminate any course of treatment for whatever reason we like", that may be considered an unfair term.

It does seem reasonable that if they terminate the agreement, then they should refund monies paid.

Why did they accuse you of using abusive language?

So you complained after the first treatment.
About what?

If they are withdrawing the service they have been paid for, it doesn't matter whether the customer threatened to blow them up, they are still obliged to refund the money.

wealdroam

Flyboy152 wrote: »

If they are withdrawing the service they have been paid for, it doesn't matter whether the customer threatened to blow them up, they are still obliged to refund the money.

Did you miss the bit where I said...

wealdroam wrote: »

It does seem reasonable that if they terminate the agreement, then they should refund monies paid.

Trinitrotoluene

Send them a letter indicating these things:

1) You have paid for 6 treatments and have only had one
2) You were not abusive and you did not use threatening language
3) As per your statutory rights you want a refund for the remaining 5 treatments (total cost/6)*5 otherwise you will escalate to Small Claims Court

the_ghost_2

Flyboy152 wrote: »

If they are withdrawing the service they have been paid for, it doesn't matter whether the customer threatened to blow them up, they are still obliged to refund the money.

Fair play that made me laugh

the_ghost_2

wealdroam wrote: »

You really need to find out what their T&Cs say, i.e. what you agreed to.

If they say something like "we reserve the right to terminate any course of treatment for whatever reason we like", that may be considered an unfair term.

It does seem reasonable that if they terminate the agreement, then they should refund monies paid.

Why did they accuse you of using abusive language?

So you complained after the first treatment.
About what?

I complained about the poor service I received during the first treatment. I did not use abusive language. I asked them to prove it. They either won't or can't. They simply realised they could not pull the wool over my eyes and decided as a groupon customer I was not worth the effort.

Would not go back to them anyway but I expect my money back.

pinkshoes

Put pen to paper and entitle letter "Letter Before Action" (send with proof of postage - and hand deliver a copy too), and give them 14 days to issue you with a refund for the other 5 treatments.

Just be polite and firm in the letter, and say that as they are unwilling to give you the further 5 treatments you have paid for, you expect a full refund.

the_ghost_2

I paid £119 for a course of 6 treatments. The treatment should have lasted between 1 and 2 hours. Mine lasted 25 minutes. 3 weeks later when the treated hair had shed it was obvious they had missed around half the area.

Today they have offered me a refund of £78. They have deducted £25 for the patch test and then 1/6th of the remainder.

They also want to pay by cheque when I paid by card.

Should I continue to push for a full refund?