This document includes:

• A customisable template for salon owners to insert refund amounts and complaint details;
• The ability to give clients a refund as gesture of goodwill, without admitting liability;
• In exchange for the refund, clients agree to release the salon from any claims they have against you. The refund acts as a settlement for the complaint; and
• A requirement that the letter is kept confidential, and clients cannot disparage the salon after receiving their refund.

As a salon owner you have an obligation to perform the services with due care and skill. You cannot contract out of that basic customer right.

If a client is unhappy with your services, you should work with the customer to find a solution, such as resupplying the services or offering a refund.

If an issue arises later down the track which you or the client may not have foreseen at the time of signing the letter e.g. their hair starts falling out 2 weeks after they sign this letter and this is proved to be due to your negligence – it is likely that the customer may be entitled to compensation under the Australian Consumer Law even if this letter has been signed.

That is because this would now constitute a major failure, and the customer will have additional rights. It’s best to get legal advice if you find yourself in this situation!

Always make sure the customer has a chance to read and understand the release before signing it and give them the opportunity to get independent advice if they wish before signing.

It is recommended that you don’t transfer the money until the release has been signed.  This document can be signed electronically.

Ensure you keep a copy on the client file.