How to handle a customer who asks for a refund
Stay calm, gather facts and offer a fair next step in writing.
- Listen first. Let the customer explain the problem fully before you respond.
- Review the paperwork. Check the quote, scope, photos and messages for what was agreed.
- Visit if needed. Look at the work yourself before deciding.
- Offer a clear option. Possible options include a repair, a partial credit or a refund, depending on the facts.
- Confirm the outcome in writing. Record what was agreed and when it will happen.
Common questions
Do I have to refund?
It depends on your contract, the facts and local law. Verify with your attorney.
Should I refund a deposit?
Check what your written terms say about deposits and work already done.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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