Money Moral Dilemma: Should I refund my friend for the personal training sessions she cancelled?

Hoenir

As a business person you need to harden up. This is your living. In life there's no shortage of people who'll take you for a ride. When there's money at stake. 

[Deleted User]

The friendship seems one-sided, after getting mates rates your 'friend' can't be bothered to finish the sessions, and expects a refund?  She should be thanking you for the discounted sessions, apologizing because she isn't going to complete them, and refunds shouldn't be mentioned.  Unless you had offered to refund her money if she didn't like it, you know what to do.   Friendship is a two-way street or it isn't friendship.

ripongrammargirl

Definitely no to a refund. What a nerve of her to ask for it especially when it was half price so you have already lost out. You have trained hard to become qualified and set up a new business. She should think herself lucky she got so many reduced sessions as one would have been sufficient. This is your business and livelihood so she should be grateful she has lost half of what she should have paid you and not full rate. Please make sure you have relevant clauses in your contracts that there will be no refunds unless it’s down to death or disability etc. “Can’t be bothered due to childcare issues” is NOT a valid excuse. Do not give her a refund and if she was a real friend she would not have even asked. Would she do this for gyms, DIY tradespeople etc? I think not. She’s pushing her luck big time so again, I say, tell her to “jog on”. 

Southendormargate

Give her nothing. The discount was given on the understanding that it was for 8 sessions. If she can't be bothered to do the full course she is not worth wasting your time with. Loads of people join gyms and hire trainers then give up when they realise they have to actually work to lose fat and get fit.

Jason9091

Personally, I would never charge a friend for someone they aren't going to get or no longer want. Doing the opposite goes against the whole idea of friendship. In future, I'd charge the person for one session at a time.

If your business is going to be severely impacted by a refund of three half-price sessions, then that should act as a warning.

gloriouslyhappy

I'd review your T&Cs, and point out the relevant clauses re cancellation / refund to your friend, reminding her you had already given her a half price discount. But you could say to her that as she's a friend, you'd be happy to extend the validity of the three remaining sessions for a time that works better for her.

Should she be so mean as to bad-mouth you on social media, I would then make a short statement to the effect this is your business and your livelihood, you gave her a half-price discount for mate's rates, and are flexible about extending the end date of the sessions, and you feel she is now trying to take advantage of you.

gerrag

She has some nerve asking for a refund. She took advantage of you by asking for "mate's rates" so she has to honour her side of the deal. 
If the friendship is important, find a compromise. Perhaps you can offer to adjust/extend the time period (eg: 3 months) in which she can use the remaining sessions. 
If she refuses that generous offer, then cut your losses, give her the money back, and make a decision as to whether she's the sort of friend you really need/want.

dirtmother

If she's a close friend, you know something of her circumstances. Childcare hassles are a real thing and perhaps she's finding that people who might reasonably be expected to step up so she can have this time are not (I find it mildly hilarious that someone's suggested that because she's managed to come 5 times, childcare issues can't be real for the next three). Or is this a cover for being financially strapped? Or, and this will be uncomfortable but it can be legitimate and not 'personal', she just doesn't get on with what you are offering. 8 sessions was quite a bit upfront commitment.

Either way, offering some flexibility, leaving the money 'on account' as it were seems worth a try and shouldn't (unless there's some financial worry on her part) cause any bad feeling.

Bear in mind that it looks as though she has given you notice of cancelled sessions so you have the opportunity to book in other clients, and she paid what she paid upfront. (If you are tempted to think her childcare issues aren't your problem, well you having invested the money in the business and not finding it easy to give a refund for sessions not delivered is no more hers...) You are feeling as though you did her a favour, she's probably feeling she did you a favour. She did 5/8 sessions and you describe her as a close friend. I wouldn't mess about with this one too long so if re-organising the delivery of the remaining 3 sessions isn't acceptable, I'd suggest returning the money with no messing, but perhaps a comment that it is something of a 'mate's refund' which businesses like yours don't offer to ordinary clients.

tryingtobepatient

Say she can't have a refund but you can make the validity of the sessions open ended so she can use them up over the next 3 years?

biogenetics

If your business can’t stand to refund the costs to a customer (especially at half price) of up to 50% of their purchase then you really need to sort out a better business plan.

Any startup company or business venture should be wary of leaving their accounts empty for this reason exactly. 

Investors may pull out or issues and extra costs may arise so you should always ensure that the cash balance of your business is healthy.

Should you refund them? Absolutely. You wouldn’t go back to Argos and go I bought this in the sale or with a money off voucher and accept it if they refused to refund you so why should this be different.

If you don’t have the money right now then just say you can get them the money back but it will take a few weeks. 

Don’t hold a friendship to terms and conditions, that makes you the sh***y friend in the situation.