I have a client who signed up for a 6 week program with me. She was going to train with me three times a week for six weeks. Right from the get-go, I knew she was going to be difficult when she re-scheduled twice and actually tried to push our 1st session out two weeks due to being busy. I remedied that and got her to start earlier than she wanted to but she was a chronic cancelor and also was bad at communicating (wouldn’t respond to voicemails, emails and texts for days and sometimes for more than a week). We started the 6 week program in April and by July she had only completed 7 of the 18 sessions, well over the 6 weeks (we kept pushing out due to her having ‘impromptu’ travel). I finally terminated her contract and offered to refund her last installment but asked her to consider all the ‘extra work’ I did – provided her workouts to take with her when traveled, etc. She took me up on the offer and I refunded her. I don’t currently have a ‘no refund policy’ or even a ‘refund policy’ in my contracts. I want to include something that if clients don’t follow the program requirements laid out, that I reserve the right to NOT refund their money. Can I do this? Suggestions please? Thanks!
I have my clients prepay for 10 sessions/2 times per week for 5 weeks. Dates are stated start to finish on the contract.
We schedule our times when we sign the contract.
There is a no refund policy however, if they need to cancel or reschedule I do have a 48 hour cancellation policy and I do my best to get them in within the week of the day they cancel.
Your client doesn’t seem serious about her commitment. There are readiness stages outlined in ACE’s certifications. They are very helpful when determining if a client is ready to commit.