Free template · Client communication · UK skin & aesthetic clinics
How to respond to a refund request (aesthetics clinic)
A refund reply needs to stay neutral and policy-based — no concessions added in the moment, no defensiveness either.
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✔ Leonoli reply
Thank you for raising this. Our policy for refunds is [policy text]. I'd like to understand your concerns fully — could you outline what happened so we can review this properly?
Free template
Thank you for raising this. Our policy for refunds is [policy text]. I'd like to understand your concerns fully — could you outline what happened so we can review this properly?
Use the clinic policy that actually applies. Avoid promising refunds, fixes, or outcomes before the situation has been reviewed.
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