According to Buona's 2025 Franchise Disclosure Document, franchisees are obligated to reimburse Buona for customer satisfaction refunds. Buona retains the sole discretion to address customer issues, which may include refunding customers for amounts they paid to the franchisee's Buona Business. The franchisee is then required to reimburse Buona for these refunds. This reimbursement is considered an 'actual cost' incurred by Buona and is due 'as incurred'.

This policy means that Buona has the authority to resolve customer complaints by issuing refunds, and franchisees must be prepared to cover these costs. This could impact a franchisee's profitability, as they are responsible for refunds issued at Buona's discretion. It is important for prospective franchisees to understand the types of customer issues that might lead to refunds and how frequently such situations arise.

Franchisees should inquire about Buona's customer service policies, the typical reasons for customer complaints, and the average amount of customer satisfaction reimbursements. Understanding these factors will help franchisees better anticipate and manage potential costs associated with this reimbursement obligation. This is especially important for budgeting and financial planning.