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

ScrewedOn

The cheek of it. And some 'friend' that is. I was in the same situation: paid for classes but didn't attend. It would never cross my mind to ask for a refund. The class-giver even contacted me saying that they would extend the use of my classes for 6 months which I thought that was very generous of them. So, refund policy is no refund unless you were unable to give the sessions, obviously. You won't be in business long if you start giving refunds to everyone that 'cannot be bothered' to finish a course. You are doing them a favour: motivating them to get their money's worth. Check with other gyms and personal trainers: I doubt very much any of them give refunds.

Trinity411

I do not think you should refund. Aside from the fact you already gave her a discount, you are not withdrawing your services, it is she who is choosing not to attend. Therefore, you are able (and willing) to fulfil the agreement and she chooses not to.

jagu

Just give her the money back. Successful businesses don't hold on to every penny at all costs. Businesses that are seen to be generous, going above and beyond what the contract says will be more successful.

nickmiow

Firstly to everyone reading this (and following advice from a lovely bank manager I used to know) Don’t do mates rates!!! Your overheads are the same and especially starting a business you need every penny you can get. I guess you need to consider the potential fallout if you quite justifiably refuse, if you refund make a mental note to self to avoid any future repetition. 

Pollycat

I'm surprised at those people (mainly on page 1) suggesting the 'OP' refund the friend to keep the friendship.

Points to note:
The 'friend asked for mate's rates. My opinion may be different if the 'OP' had offered mate's rates.

During the mate's rates sessions taken, the 'OP' possibly lost money from a full price paying client. And also may lose money from the cancelled sessions if they can't book other clients.

The friend must have been aware of the child-minding problems when the sessions were booked.

I think the friend has displayed meanness throughout this transaction, from asking for mate's rates, then cancelling almost half of the session then asking for a refund.

In the OP's shoes - and assuming the 3 cancelled sessions were rebooked by other clients - I might agree to a refund but would view this friendship as over.

I would not want a friend user like that in my life.

Bosannova

Definitely not, it will set a precedent. I used to be an English Language Teacher and one thing I learnt was to take payment in advance because at least half the time they don't turn up and that would be lost revenue. Remind you friend you could've taken other clients on those missed slots so she is costing you money. Remember, you are now a business woman and learn from this, no more mates as clients. 

Ringo90

SStitanic said:

Yeah yvou know she’s a friend she was trying to support you, just give it back but let her know you are upset that she obviously does not take you seriously

You make it sound like she did OP a favour. She asked for the 8 sessions and she asked for the mates' rates. She got professional training at a discounted price, if anything, OP did her favour.

Anyway, this question can't be really answered because a piece of important information is missing: what's your policy on payments and refunds? Did she know, when she paid upfront, that the money was gone whether she took all the 8 sessions or not? Since it's an upfront payment with a huge discount I would give it for granted, but such things are usually written on contracts and you are warned in advance. If she knew, I would tell her the money has been reinvested because you don't do refunds on pre-paid sessions, but I would offer her the possibility to take the sessions in the future at whatever time she chooses.

Bosannova

SStitanic said:

Yeah yvou know she’s a friend she was trying to support you, just give it back but let her know you are upset that she obviously does not take you seriously

How is asking for a refund 'supporting' her! 

Pollycat

Ringo90 said:

SStitanic said:

Yeah yvou know she’s a friend she was trying to support you, just give it back but let her know you are upset that she obviously does not take you seriously

You make it sound like she did OP a favour. She asked for the 8 sessions and she asked for the mates' rates. She got professional training at a discounted price, if anything, OP did her favour.

Anyway, this question can't be really answered because a piece of important information is missing: what's your policy on payments and refunds? Did she know, when she paid upfront, that the money was gone whether she took all the 8 sessions or not? Since it's an upfront payment with a huge discount I would give it for granted, but such things are usually written on contracts and you are warned in advance. If she knew, I would tell her the money has been reinvested because you don't do refunds on pre-paid sessions, but I would offer her the possibility to take the sessions in the future at whatever time she chooses.

Just like every other MMD...

jedav

Sounds like she may have cashflow problems of her own.  Decide your policy for a customer and treat her the same.  They say "never mix business and pleasure" - I can see why as some people love to take advantage.

A friend of mine does acupuncture and doesn't charge friends but I insist on paying her her going rate as I'm taking up a slot she could use for someone else and she has overheads.  Of course many expect mate's rates and people love a bargain.  It certainly seems unfair to you that she paid in advance to secure a discount and then expects a proportional refund and she's got an extra free session at full price already.  If the postponement/venue change suggestions don't suit (and they would be a good test of assessing her commitment) maybe offer to refund half of the fees for outstanding sessions as a compromise?  As several posters comment make sure that you explain in future that block bookings with discount are non-refundable.