Should I refund or Make up?
I conducted a group fitness class for a set amount of time. The participants paid in advance for 4 classes at a time. We cancelled a class due to inclement weather and one participant didn't attend another class. This participant wants a refund for 2 classes. Should I eat the classes and refund her?, refund the class that was rained out? or not refund at all and just offer 2 make up classes?
What are your thoughts?
I assume it was an outdoor class, and inclement weather is always a possibility. Whenever I run 6-week courses, I always designate an extra day as a make-up day at the beginning. And I make it clear that after that, there is no refund.
Well, you did not do that, and so that's a mute point right now. Ultimately, you want satisfied participants who will sign up with you again and happily refer you to others.
Personally, I would offer make up classes for the entire group and chalk it up as a learning experience. If that is not acceptable to the participants, I would refund.
When you run classes again, make the policy very clear at the beginning so that you won't run into that dilemma again.
However it may be a good time to review your class card policy
I don't give refunds to my bootcampers but it's stated in the contract they sign
Assuming that your forms did not go into these issues, I would say it's probably best to either reschedule or to offer a refund. I don't think that you should keep the money unless you clearly spelled out a 'no refund policy' and what would happen in the case of inclement weather as part of their registration process.
I hope that this helps.
I think you should present your question to your client/s and get their response and work it out from there.
I Hope This Helps!
Because you were the one who canceled the class I'd argue it's in your best interest to ask what the client wants and go with that.
Live and learn; we all do what it takes to get through the situation at that time. I have the clients pay me after each session instead of ahead of time. That seems to work the best for me.
I also read the client and let them decide, to keep good karma going.