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.