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 had an interesting situation in our fitness studio. We charge our clients a monthly membership for our group training. Clients sign a 6 month contract then it goes month to month where our policy states we must have 30 days notice to cancel. I had one client get so mad she came in purposely during a yoga session and caused a HUGE scene. This was after she sent me a NASTY (like I should show it to the police nasty) email. Once I received that I promptly refunded her money, but not soon enough because she still came in and made the scene. Few weeks later, I get someone arguing with me about the 30 day notice to cancel and just flying off the handle. I ended up not charging her either. Most of the time I draw the line at 30 days but what do you all do in these situations?