Laser-Focused Weight Loss

Initial Business Response /* (1000, 5, 2015/10/21) */
The client sought me out and asked for my opinion regarding the detoxification of her body. During initial phone conversation once aware the client would be coming from over an hour away, I asked if she could not find someone closer. I was...

concerned about her ability to keep the appt. as I have experienced this before when people are traveling from a distance. I explained that the appointments would be approximately an hour and a half and following a protocol would be necessary for a result. She said she wanted someone with my expertise and would make the drive.
I gave her 40 min. of my time at no charge for a consultation as well as my recommendation of a 4 wrap package to be completed one time per week and the series also included supplementation at no charge as well, which I provided. She took my recommendation and purchased 4 wraps. This was a 4 wrap package, including 4 detox footbaths, 4 vibration therapy session, and a supplement to support the detoxification process. The retail value of the package was $525. She purchased the package at the discounted price of $419.
She completed one, all was fine at that point. She gave minimal notice for canceling the second and stated she understood if I needed to charge for that appointment. I promptly replied and stated I understood and offered her another appt. to try to keep things on track.
One week later I heard from her, stating that she was too busy and wanted a refund for the two remaining wraps. I replied that we did not do refunds and that they would not expire. The industry standard is to allow 90 day for use. I gave her the option to use them as time allows or she could gift them to someone else.
Then all of a sudden I receive and email stating they are not worth the trip and I am unethical. I feel I have been very understanding and have offered her options. I would have much preferred she keep her part of the agreement and use the wraps as recommended so she and I would have both been happy.
I think this is a case of wanting to do something to improve your health and then seeking out someone she felt was the most qualified to help her with this task. Circumstances changed and she decided to change her mind.
I understand how that happens as a small business owner. However, we made an agreement in good faith and I have been more than accommodating to provide the services she purchased. We make recommendations based on the client needs and employ the protocols that have gotten the best results. I cannot be responsible if the client does not follow or complete the protocol.
We have had and always will have a no refund policy. To date after 25+ years in practice it has never been a problem.
I am sorry that it has become one at this time.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was never stated that there was a no refund policy nor that I was purchasing a "package." It is completely untrue, aka a lie, that she mentioned finding someone closer or that she was even concerned with the distance.
You have my emails of communication with her. Bottomline, there was nothing stated about a package nor any business policies regarding refunds. I too am a business owner and we do have a no refund policy...it is clearly stated at the bottom of every receipt.
Proper business ethics.