Is a refund possible on salon credit?

RCW20025

Hi everyone,

Long time lurker here who finally got round to registering.

My partner and I are currently having a dispute with a local beauty salon and we are quite in need of some advice of what the actual legal position is.

In brief she purchased a block of appointments, relating to a particular treatment costing £375 (£125/appointment). These appointments however were not time specific and she was told she could book them in as and when she wanted. She was given nothing to confirm the details and the only receipt she was provided was the credit card receipt from the terminal. Some time has passed and she has decided that this treatment wasn't worth the money and enquired about a refund. The salon acknowledges that she has the £375 in credit with them but state that they will not refund this. They have pointed to their terms and conditions on their website which appear to have been updated since she initially contacted them.

The credit card company say they can do nothing as it is within their terms and conditions.


Any help with this would be fantastic, something just doesn't sit right with me that they can hold funds "In credit" and decline to refund. I would understand if it related to time specific appointments but in this case it did not.

Thanks in advance!!

gunsandbanjos

You don't have a right to a refund because you've changed your mind, it is down to the shops T&Cs if they refund and they are well within their rights not to.
Just as if you buy a jumper in a store and decide you don't like it there is no right to a refund other than at the stores discretion.

RCW20025

Thanks for your reply and I understand that point. I think where I'm struggling to understand the point is as an analogy I feel this is more in relation to a credit situation (say if you were in credit with gas/electric provider and left). I was under the impression that any outstanding credit would have to be returned?

Any further clarification would be helpful

powerful_Rogue

RCW20025 wrote: »

Thanks for your reply and I understand that point. I think where I'm struggling to understand the point is as an analogy I feel this is more in relation to a credit situation (say if you were in credit with gas/electric provider and left). I was under the impression that any outstanding credit would have to be returned?

Any further clarification would be helpful

But its not credit in the traditional sense as in gas/electric.

As per your original post

In brief she purchased a block of appointments, relating to a particular treatment costing £375 (£125/appointment).

She has purchased a service that she can redeem at a later date. No doubt there was a discount for the block bookings?

RCW20025

Well yes and no. She was advised there was a discount however this promotional offer seems to have gone on for an extended period so I'm not 100% convinced, that is the case and it was a bit of sales tactic.

I'm happy to accept that the money is gone and call it a life lesson, would rather just be sure first

iammumtoone

can you try another tact and ask the salon if they would consider transferring the value of the credit to another treatment? they might do this as a goodwill gesture.

powerful_Rogue

Im presuming this was an instore purchase as she was handed the credit card receipt from the terminal?

If so, unless they specifically mentioned or had signage up saying that you can get a refund within a certain time period then there is no automatic right for a refund for unwanted store purchased items.

RCW20025

Thanks for your answers guys. Looks like asking for alternative treatments or her just going ahead using it is the way forward and a lesson to learn !!

ThumbRemote

Do you have a copy of the earlier terms and conditions? As others have said, there is no statutory right to a refund. However there may be something in the T&Cs in force at the time of paying.

pinkshoes

As you have no right to a refund, then I would just go ahead with the treatment, or see if you can have an alternative.

What was the treatment and why has she changed her mind? just check the vouchers don't have an expiry either!!

RCW20025

We don't unfortunately and I believe they have updated their website since this issue was raised. I'm not entirely sure what the treatment is but the main reason for change there has been a large change in her working pattern (well aware not the Salons fault) making it logistically very difficult to attend repeat appointments.