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.