When a Service Isn’t Delivered: Steps to Get a Refund or Replacement

Quick overview

If a service you paid for wasn’t delivered, acting quickly and keeping careful records gives you the best chance of getting a refund or a replacement. In my 15+ years advising consumers and small businesses, the cases that resolve fastest are the ones that include clear documentation, polite but firm communication, and knowledge of escalation options.

This guide walks through practical steps, sample language, where to file complaints, and when to consider legal action. It also links to related FinHelp resources on consumer rights and refund tools.

Before you act: gather this documentation

Create a single folder (digital and/or paper) containing:

• Proof of payment: receipts, credit/debit card statements, PayPal records, bank transfers.
• Contract or order confirmation: written terms, service description, price, schedule, cancellation or refund policy.
• Appointment confirmations, text messages, emails, and call logs (note names, dates, times, and summaries).
• Photos, screenshots, or other evidence showing the service was not performed or was incomplete.
• Any advertising or sales promises that differ from what was delivered.

Preserving evidence early prevents disputes about your recollection later.

Step-by-step actions (in order)

1. Contact the provider immediately

• Call first to try to resolve the issue quickly. Keep a call log with date/time and the staff member’s name.
• Follow up by email or message summarizing the conversation and your requested remedy (refund or replacement).

Suggested subject line and opening (use your tone):

Subject: Request for Refund or Reschedule — [Order/Invoice #]

Hello [Provider name],

I paid for [service description] scheduled for [date]. The service was not delivered as agreed. Please refund the $[amount] or reschedule/complete the service by [reasonable deadline]. I have attached proof of payment and related communications. Please respond within 7 business days.

2. Send a formal demand letter if phone/email fails

• Use certified mail or email with read receipts. Keep copies of delivery records.
• Include the facts, contract citations, what you want, and a deadline (typically 7–14 days).

Demand letter essentials:

• Your name, address, order/invoice number
• Clear statement of the problem and timeline
• Specific remedy requested (refund, replacement, completion)
• Deadline for response
• Statement of next steps you will take if not resolved (chargeback, complaint, small claims)

1. Dispute the charge with your payment method

• Credit cards: Under the Fair Credit Billing Act and card network rules you can often dispute charges for services not delivered. Contact the issuer promptly — many issuers ask you to notify them within 60 days of the statement showing the charge, but card policies vary. (CFPB: https://www.consumerfinance.gov)
• Debit cards and ACH payments: Different protections apply (Electronic Fund Transfer Act). Contact your bank quickly.
• PayPal and payment platforms: File an internal dispute; follow seller resolution steps.

Note: A payment dispute (chargeback) is separate from demanding a refund from the seller. Start both tracks if needed.

4. File complaints with regulators and dispute platforms

• Federal agencies: File a complaint with the Federal Trade Commission (FTC) if the provider engaged in deceptive practices (https://www.ftc.gov).
• Consumer Financial Protection Bureau (CFPB): Use the CFPB complaint portal for payment issues (https://www.consumerfinance.gov/consumer-tools/complaint/).
• State: File with your state Attorney General’s Consumer Protection division — many states publish consumer complaint forms and track patterns so they can take enforcement action.
• Better Business Bureau: File a BBB complaint to prompt a business response.

4. Consider mediation, arbitration, or small claims court

• Check your contract for arbitration clauses — they can require you to use non-judicial dispute resolution.
• Small claims court: If the dollar amount fits your state’s limit (commonly $2,500–$25,000), a small claims case can be quick and low-cost. Bring your documentation and demand letter proof.
• If the provider has a history of non-delivery, your state AG may pursue cases that impact many consumers.

Common legal and contractual issues to watch

• Cancellation and limitation-of-liability clauses: Many contracts include fine-print limits on refunds — these can affect remedies but do not always override state consumer protections.
• Arbitration clauses: These may limit your ability to sue in court; however, some arbitration clauses are unenforceable in certain contexts — consult an attorney if unsure.
• Time limits: Statutes of limitation and payment dispute windows vary — raise issues promptly to preserve your rights.

When to involve an attorney

• If the supplier threatens nonpayment or refuses to engage and you have large damages, consult a consumer or contract attorney.
• If the provider’s behavior suggests fraud (false advertising, ghost services), you may have stronger claims and possible statutory damages under state consumer protection statutes.

In my practice I recommend a short—but clear—timeline in your demand letter. Many businesses are responsive when they see a consumer prepared to escalate.

Sample timeline and expectations

• Day 0–3: Attempt to resolve by phone and email; send written request.
• Day 7–14: Send demand letter by certified mail if no satisfactory response.
• Day 14–30: Open dispute with payment provider and file regulator complaints as needed.
• 30+ days: Consider small claims, mediation, or counsel if unresolved.

Timelines vary by business and payment method. Some disputes (chargebacks) can resolve in 30–90 days; court or regulatory actions take longer.

Professional tips that improve results

• Pay by credit card when possible: credit cards give you a stronger dispute pathway compared with cash.
• Keep communications concise and polite: emotional messages often slow resolution.
• Use public channels wisely: some companies respond faster to public complaints (social media, Yelp), but also use as a last step after private efforts.
• Ask for escalation: request to speak to a manager or owner rather than repeating with front-line staff.

Sample demand letter (short)

[Your name]
[Your address]
[Date]

[Provider name]
[Provider address]

Re: Request for refund for undelivered service — [Order/Invoice #]

Dear [Provider Name],

On [date] I paid $[amount] for [service]. The service was not performed as scheduled, and [briefly explain]. I am requesting a full refund of $[amount] or completion of the service by [reasonable date]. Attached are proof of payment and communications. Please respond in writing within 10 business days. If I do not receive a timely response, I will dispute the charge with my card issuer and file a complaint with state and federal consumer agencies.

Sincerely,

[Your name]

Related resources and internal links

• For broader guidance on consumer protections for purchases and refunds, see FinHelp’s article “Consumer Rights When a Purchase Fails: Returns, Refunds, and Disputes” (https://finhelp.io/glossary/consumer-rights-when-a-purchase-fails-returns-refunds-and-disputes/).
• If your issue involves payments, FinHelp’s guide “How to Use IRS Online Tools to Check Notices, Payments, and Refunds” may help you monitor payment-related notices (https://finhelp.io/glossary/how-to-use-irs-online-tools-to-check-notices-payments-and-refunds/).

FAQs (concise answers)

Q: How long do I have to request a refund?
A: It depends on the contract, the payment method, and state law. Act promptly—delays weaken your leverage. For credit card disputes, notify your issuer quickly; some protections look for issues reported within 60 days of the statement date (see CFPB guidance).

Q: Can I get a chargeback for an undelivered service?
A: Often, yes. Contact your card issuer, explain the situation, and provide documentation. The issuer will review and may place a provisional credit while investigating.

Q: What if the provider points to a signed waiver or non-refundable clause?
A: Clauses that attempt to waive basic consumer protections or that are unconscionable may not be enforceable. Consult your state AG or an attorney for advice.

Where to file complaints and get help

• Federal Trade Commission (FTC): file at https://reportfraud.ftc.gov for deceptive practices.
• Consumer Financial Protection Bureau (CFPB): complaints about payments or card disputes (https://www.consumerfinance.gov).
• State Attorney General: search your state’s AG consumer complaint page.
• Better Business Bureau: file a business complaint to trigger a response.

Final notes and disclaimer

Acting quickly and keeping meticulous records are the most reliable ways to secure a refund or replacement when a service isn’t delivered. In my consulting work I’ve seen simple, organized demands resolve issues fast; when they don’t, having your documentation ready makes escalation painless.

This article is educational and does not constitute legal advice. For tailored legal guidance, consult an attorney licensed in your state.