Under what condition can an Apricot Lane franchisee deviate from the written customer service policies?

According to Apricot Lane's 2025 Franchise Disclosure Document, franchisees must adhere to all customer service policies established by the franchisor, including those related to customer returns or refunds. However, a franchisee can deviate from these written policies only if they receive specific written approval from Apricot Lane. This ensures that any changes to the standard customer service approach are pre-approved and aligned with the brand's overall strategy.

This requirement protects the consistency of the Apricot Lane brand and customer experience across all franchise locations. By mandating written approval for deviations, the franchisor maintains control over customer service practices and can prevent franchisees from implementing policies that could harm the brand's reputation. It also ensures that any local adaptations are carefully considered and do not conflict with the franchisor's broader customer service standards.

For a prospective franchisee, this means that while they must generally follow the established customer service policies, there is a mechanism to request and potentially receive approval for changes. This could be important if a franchisee believes that a specific local market requires a different approach to customer service. However, it also means that franchisees cannot unilaterally change customer service policies without risking a breach of the franchise agreement. Therefore, it is crucial to communicate with Apricot Lane and obtain written consent before implementing any deviations.