The Ultimate Tan

To Whom it May Concern,On 7/2/Ms [redacted] purchased a UV tanning package of Ultrabronz sessions and a bottle of Love Boho Tanning lotion On 7/12/Ms [redacted] contacted the salon location regarding her purchase and notified the employee that she realized she would not be able to tan on the service package she purchased due to a medication she is on for an autoimmune disease She was wondering if she could get a refund for the lotion and have her sessions converted to a UV-free service we offer, VersaSpa Spray Tan On 7/13/the Salon Manager notified Ms [redacted] via cell phone voicemail message that since we do not do refunds, we could exchange the Lotion purchased on 7/2/for products needed in the VersaSpa Spray Tan booth and we could convert the Ultrabronz sessions to VersaSpa Spray Tan sessions Ms [redacted] has been a client of ours, utilizing UV and UV-Free tanning since and has Spray Tanned as recently as 8/10/so this seemed to be an agreeable resolution However, subsequently Ms [redacted] contact the Salon Manager and stated she wanted a refund for both the Lotion and the UV Tanning Services The Salon Manager again let her know that we do not refund tanning services or products as stated on the Release & Warning Form Ms [redacted] signed on 5/12/ Release and Warning forms are signed by clients on their very first visit and again annually so Ms [redacted] has signed of these forms over the course of the years she has tanned with us and all state that Refunds are not issued Ms [redacted] then replied that she would jut dispute it with her bank since she wasn't happy with our resolution.Ms [redacted] then filed a Chargeback with her bank, which we replied to on 8/15/and subsequently were awarded a reversal of the chargeback, confirming that our business practices and how we handled this situation were valid and the charges authorized.Ms [redacted] claims to have marked an "X" on the Release & Warning form, voiding the formHowever, she did not She completed the form in full Additionally, we have had a copy of the Release and Warning form available at the salon for her to view since 8/23/and have contacted her numerous times asking her to come and review the document so she can see that is filled out completely As stated above, Ms [redacted] has been a regular tanner of ours since 2013, regularly utilizing the VersaSpa Spray Tan booth since and as recently as August 10, After we agreed to exchange the tanning lotion for sunless product and convert the UV sessions to Spray Tan sessions, Ms [redacted] then stated she would have too many sessions and didn't need that many However, she has regularly done 10-spray tans per year and as these sessions never expire and can be used at any time, we feel the offer to exchange the sessions she couldn't use to sessions she could and had previously used regularly was a reasonable and appropriate offer To date, Ms [redacted] does still have possession of the tanning Lotion she purchased and our offer to exchange the tanning lotion for sunless product and convert the UV sessions to Spray Tan sessions still stands We are happy to continue to provide Ms [redacted] with VersaSpa Spray Tan services In regard to giving her a copy of the signed document, we have made a copy readily available for her to view, which she has not yet done This continues to be available for her to view at our salon location In summation, Ms [redacted] purchased the Ultrabronz sessions and tanning lotion of her own accord on 7/2/ Once we were notified she was unable to use them for medical reasons, we offered to exchange them, as she had originally requested She then refused this offer and demanded a refund, even attempting to reverse the transaction through her bank After receiving our rebuttal to the chargeback, it was reversed in our favor, as it was an authorized purchase Ms [redacted] agreed to our Refunds are not issued" policy when she signed the Release & Warning form on 5/12/ And while there was no refund due, we did extend the option for exchange to this client We do feel offering to exchange the purchase for items she has used is a reasonable and appropriate offer We have also made a copy of her Release & Warning form available for her to view, which she has not done The offer to exchange the services continues to stand and we are happy to continue to provide UV free services to Ms [redacted]

To Whom it May Concern,On 7/2/2017 Ms. [redacted] purchased a UV tanning package of 10 Ultrabronz sessions and a bottle of Love Boho Tanning lotion.  On 7/12/17 Ms. [redacted] contacted the salon location regarding her purchase and notified the employee that she realized she would not be able to...

tan on the service package she purchased due to a medication she is on for an autoimmune disease.  She was wondering if she could get a refund for the lotion and have her sessions converted to a UV-free service we offer, VersaSpa Spray Tan.  On 7/13/17 the Salon Manager notified Ms. [redacted] via cell phone voicemail message that since we do not do refunds, we could exchange the Lotion purchased on 7/2/17 for products needed in the VersaSpa Spray Tan booth and we could convert the 10 Ultrabronz sessions to 10 VersaSpa Spray Tan sessions.  Ms. [redacted] has been a client of ours, utilizing UV and UV-Free tanning since 2013 and has Spray Tanned as recently as 8/10/17 so this seemed to be an agreeable resolution.  However, subsequently Ms. [redacted] contact the Salon Manager and stated she wanted a refund for both the Lotion and the UV Tanning Services.  The Salon Manager again let her know that we do not refund tanning services or products as stated on the Release & Warning Form Ms. [redacted] signed on 5/12/2017.  Release and Warning forms are signed by clients on their very first visit and again annually so Ms. [redacted] has signed 4 of these forms over the course of the years she has tanned with us and all state that Refunds are not issued.  Ms. [redacted] then replied that she would jut dispute it with her bank since she wasn't happy with our resolution.Ms. [redacted] then filed a Chargeback with her bank, which we replied to on 8/15/17 and subsequently were awarded a reversal of the chargeback, confirming that our business practices and how we handled this situation were valid and the charges authorized.Ms. [redacted] claims to have marked an "X" on the Release & Warning form, voiding the form. However, she did not.  She completed the form in full.  Additionally, we have had a copy of the Release and Warning form available at the salon for her to view since 8/23/17 and have contacted her numerous times asking her to come and review the document so she can see that is filled out completely.  As stated above, Ms. [redacted] has been a regular tanner of ours since 2013, regularly utilizing the VersaSpa Spray Tan booth since 2014 and as recently as August 10, 2017.  After we agreed to exchange the tanning lotion for sunless product and convert the UV sessions to Spray Tan sessions, Ms. [redacted] then stated she would have too many sessions and didn't need that many.  However, she has regularly done 10-12 spray tans per year and as these sessions never expire and can be used at any time, we feel the offer to exchange the sessions she couldn't use to sessions she could and had previously used regularly was a reasonable and appropriate offer.  To date, Ms. [redacted] does still have possession of the tanning Lotion she purchased and our offer to exchange the tanning lotion for sunless product and convert the UV sessions to Spray Tan sessions still stands.  We are happy to continue to provide Ms. [redacted] with VersaSpa Spray Tan services.  In regard to giving her a copy of the signed document, we have made a copy readily available for her to view, which she has not yet done.  This continues to be available for her to view at our salon location.  In summation, Ms. [redacted] purchased the Ultrabronz sessions and tanning lotion of her own accord on 7/2/17.  Once we were notified she was unable to use them for medical reasons, we offered to exchange them, as she had originally requested.  She then refused this offer and demanded a refund, even attempting to reverse the transaction through her bank.   After receiving our rebuttal to the chargeback, it was reversed in our favor, as it was an authorized purchase.  Ms. [redacted] agreed to our Refunds are not issued" policy when she signed the Release & Warning form on 5/12/17.  And while there was no refund due, we did extend the option for exchange to this client.  We do feel offering to exchange the purchase for items she has used is a reasonable and appropriate offer.  We have also made a copy of her Release & Warning form available for her to view, which she has not done.  The offer to exchange the services continues to stand and we are happy to continue to provide UV free services to Ms. [redacted].