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 a no refunds policy. We sit down with clients and go over their goals and expectations. We put together a proposal for the client and go over that with them. It maps out the cost, number of sessions, etc. The client can choose to go with the proposal or alter it to fit their level of commitment. But a certain number of sessions are purchased and the trainer prepares a program for the client under the agreed terms. The client can choose not to continue any time, but once the program has been started there are no refunds. It is explained to the clients at the time of the agreement. Once there is an agreement, trainers spend hours evaluating and designing the initial program. And then more time after the client has started to re-evaluate and redesign the program. We deliver on our end and then some.