Do I charge a candidate who missed her course?

NornIronRose

Hi all. 
I was running a paediatric first aid course today. One of the candidates messaged just at the start time to say that she had had a car accident on the way and wouldn't make it. 
She said she was fine but the car wasn't. She had already paid for the course. It is a blended course and she had completed the online portion and was due in the classroom today for part 2. 

Because of the unfortunate circumstances, do I refund her minus the online portion which I already paid for? Give her a part refund? She says she needs to complete by the 22nd and the next date I can offer her is the 27th. 

What would be reasonable to do? 

sheramber

What do the terms of the course say about cancellation/ refunds?

NornIronRose

It's a new company that I am doing the training through. I freelance but under the umbrella of a training organization. 
She paid me directly. 
Can't find anything on their website that talks about a cancelation such as this. 

LightFlare

Short notice cancellation = no refund (imo)

However - as a business, you really need this to be covered in your booking T&Cs as the candidate may pursue a refund via small claims and having no mention on refunds leaves you exposed

Marcon

NornIronRose said:

It's a new company that I am doing the training through. I freelance but under the umbrella of a training organization. 
She paid me directly. 
Can't find anything on their website that talks about a cancelation such as this. 

Who is her contract with: you or the training organisation? Who would be out of pocket if her fee is refunded? If it's you, then the decision is entirely yours - and you need to decide which matters more: goodwill, or profit (and yes, it's reasonable to put the latter first, especially if you've offered her an alternative date. It isn't your problem that she 'has' to complete by the 22nd; you might gently probe to see why that's such a vital date if you can offer the course on the 27th). If you decide to refund, again it's up to you whether you give a full refund or a partial one - maybe with the offer of a discount on future bookings. 

Before there are any more bookings, review the terms and ensure this sort of thing is covered. 

NornIronRose

Will definitely be looking at the T&C when I can find them. 
You are right that it isn't my fault that she can't make the alternative date that I offered. 
Hers expires on the 23rd so she needs done before that. And she says she's away on the 27th. Sounds believable enough if I take my cynic hat off for a second. 
I have given her a partial refund minus the online portion which she already completed. Seems only fair but I will be investigating further on Monday. 
As you advise, I need to nail this down going forward. 

flaneurs_lobster

NornIronRose said:

Hers expires on the 23rd so she needs done before that. 

Her what expires on the 23rd?

First bit of qualification done online, second bit must be completed within a time limit? 

How long has she had since part one was completed?

Brie

I might refund if she provides proof of the accident.  I've known too many people who have cancelled thing due to granny dying or something and then discover it's the 5th time their granny has died.  

Marcon

NornIronRose said:

Will definitely be looking at the T&C when I can find them. 
You are right that it isn't my fault that she can't make the alternative date that I offered. 
Hers expires on the 23rd so she needs done before that. And she says she's away on the 27th. Sounds believable enough if I take my cynic hat off for a second. 
I have given her a partial refund minus the online portion which she already completed. Seems only fair but I will be investigating further on Monday. 
As you advise, I need to nail this down going forward. 

If this is so vital, why is she cancelling the chance to attend the course, rather than cancelling her trip away? It's her issue to resolve, not yours.

robatwork

Brie said:

I might refund if she provides proof of the accident.  I've known too many people who have cancelled thing due to granny dying or something and then discover it's the 5th time their granny has died.  

We had someone at work who had at least 7 grandparents judging by the number of funerals that were the excuse for compassionate leave

SiliconChip

Marcon said:

NornIronRose said:

Will definitely be looking at the T&C when I can find them. 
You are right that it isn't my fault that she can't make the alternative date that I offered. 
Hers expires on the 23rd so she needs done before that. And she says she's away on the 27th. Sounds believable enough if I take my cynic hat off for a second. 
I have given her a partial refund minus the online portion which she already completed. Seems only fair but I will be investigating further on Monday. 
As you advise, I need to nail this down going forward. 

If this is so vital, why is she cancelling the chance to attend the course, rather than cancelling her trip away? It's her issue to resolve, not yours.

Cancelling a trip on the 27th wouldn't be of any use to her as she needs to complete the course by the 22nd and the OP is unable to offer a date before that. Whether she will be able to find another one before then, and what the conseqences would be if she doesn't complete in time (lost job?) I can't say but the OP may be able to explain.