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I'm sure the law is clients have to give you an opportunity to put things right before getting a refund, as she didn't turn up for appt and didn't let you know in time so you could fill the time. I think she has forfeited the right to a refund. Having said that I personally think we shouldn't give in too easily but thought should be given to the damage to reputation that can be done by a disgruntled client. Is it worth the cost of a refund to get rid of her.