If Clean Your Dirty Face refers a customer complaint to me, what is my obligation?
Clean_Your_Dirty_Face Franchise · 2025 FDDAnswer from 2025 FDD Document
8.H. CUSTOMER COMPLAINTS.
We may contact any customer(s) of any CYDF Facial Bar at any time for any purpose. If we are contacted by a customer of your Business who wishes to lodge a complaint, we will first refer the person to you. However, if you cannot satisfy the needs of such complaining person, we reserve the right to address the person's complaints in order to preserve goodwill and prevent damage to the Marks. Our right to address complaints may include refunding money to the complaining person, in which case you must reimburse us for these amounts.
Source: Item 22 — CONTRACTS (FDD page 54)
What This Means (2025 FDD)
According to Clean Your Dirty Face's 2025 Franchise Disclosure Document, if the company is contacted by a customer of your Clean Your Dirty Face Facial Bar who wishes to complain, Clean Your Dirty Face will initially refer the customer to you, the franchisee. It is then your responsibility to attempt to satisfy the customer's needs and resolve the complaint.
However, if you are unable to resolve the customer's complaint, Clean Your Dirty Face reserves the right to address the complaint themselves. This is to preserve goodwill and prevent any damage to the Clean Your Dirty Face brand's reputation and trademarks.
If Clean Your Dirty Face addresses the complaint by refunding money to the customer, you, as the franchisee, are obligated to reimburse Clean Your Dirty Face for the amount of the refund. This means that while you initially handle complaints, Clean Your Dirty Face has the final say and the power to resolve issues, with the franchisee bearing the financial responsibility for refunds they deem necessary.