Refund after training

Fabwitch

A student received full practical training plus all the manuals, consultation form, aftercare sheet, step by step guide to the treatment and client who was a model was happy with results after the treatment given and training. However the next morning the student is asking for a refund as she’s saying the treatment doesn’t work. The treatment is a facial that lifts, tightens, brightens, nourishes, decreases fine lines and wrinkles on the face and neck. The results continue to improve for four weeks. After care advice was given not to touch the face, put any creams or lotions on, wash the face, wear any make up for 48 hours plus put a clean pillow case on their pillow before going to bed. 

In the before and after photos there is a clear difference which will continue  improve. However the student now saying she doesn’t want to do the treatment in anyone else as the results are not good and wants a refund!!!
I have trained over 50 people myself in this procedure and everyone has been happy except for this student. As far as I’m concerned she has had the full training, manuals, products kit for four treatments, a clear difference with the before and after photos. So in my opinion a refund is not warranted. Any advice please ?

Aylesbury_Duck

If you're confident that your terms and conditions are legally compliant, reasonable and fair, and that you have entirely complied with them, refuse the refund.  It's then up to the client to determine how to respond.

born_again

So this is a student you have trained, Yet after 1 day she is saying the treatment does not work?
Is part of the training to give the student treatment?

tacpot12

You should be using T&Cs that relate specifically to the training someone will receive if they pay for a course. A set of T&Cs that related to you providing treatment should not be used with a customer who is paying for a course. 

The T&Cs for training should not, and I doubt if they do, make any claim of the efficacy of the treatment, just that the training will be provided in a professional manner. It is for the student to decide whether they want to be trained in a certain subject.

This might be different in a franchise situation, e.g. the 'student' was actually a franchise holder and had been promised that you would help market their new skills. Then the T&Cs would be different again, and might place some obligations on you to provide treatments that work. 

Fabwitch

The student has carried out the treatment on her client whilst being trained. It was the practical training. The results were good and clearly shows on before and after photos. However the students client would need to follow all the after care advice given. That I have no control over. 

The following day the student saying the treatment doesn’t work when it does and will continue to improve for four weeks

Were_Doomed

Fabwitch said:

The following day the student saying the treatment doesn’t work when it does and will continue to improve for four weeks

Should that be client? Did the client get a preferential rate with the knowledge that it was being conducted by a student (under supervision)?

Fabwitch

yes the yes the students client had the treatment at model price as it was carried out when training. We suggests to all our clients they charge £100 for model
price on day of training for use of before and after photos for advertising. Usual price is £150 although this student told her client she would be charging £160 for all future treatments. 

Fabwitch

The student did the training on one of her own clients, the before and after photos were really good. However they needed to follow after care advice which obviously I have no control over 

sheramber

so this is a business transaction.

Were_Doomed

It's a consumer transaction ... the client was a consumer of the (supervised) student, said student working for the business.

born_again

And what has the person who had the work done said?

How can the student say "It's not worked" after one treatment, when you have trained them that it requires more than a single treatment.

Sounds like student remorse.
As it is the student that is wanting their money back. It is a B2B transaction. As clearly the whole intention was to run a business of the back of the training. Given the use of their own client.