Do you have a refund policy?

[Mount Analogue]

My husband started actually taking appointments in the new place before we were scheduled to fficially open" (meaning the ribbon cutting hoo-rah and all that jazz). That's fine. One day last week, a lady walked in wanting some therapeutic work. She was pretty bad off, and he did what he could for her. She bought a package deal (four sessions at a discount), and came back and used the second one. She scheduled a third appointment and missed it- he tried calling her and got no answer. She called about a half-hour later saying that she'd fallen asleep and didn't think he'd called. Turned out the phone # he had for her was "connected to the computer" at that time.

Earlier this week, she walked in and said that she wanted a refund on the unused sessions. She does have some pretty serious issues, and she said that her husband wants her to go see a doctor and get an x-ray before she has any more massages (probably a good idea. I am not all that certain this lady was fully forthcoming on her intake form.). She said that her husband was demanding that she come and get the unspent money back.

I went ahead and cut her a check. Honestly, this lady seems pretty flaky, and we don't mind "losing" her as a client.

But it got us to thinking- we should have already had a refund policy in place. We've never had a client ask for a refund, so it honestly never occurred to either of us that someone might want one.

What do y'all do? What would you have done in this situation, and what is your refund policy in general, for gift certificates and/or packages?

 

[Chucky]

Refunding the unused sessions is promoting good will and avoids a battle. To be intractable sets you up to lose more that the fee for a couple sessions.

I think if a person bought a package from me and then didn't feel we were a good match for whatever reason, I would want them to find what was right for them, because an unhappy client on my table is not good energy for me.

I think you did the right thing.

Edit: My GC are also NOT refundable, but ARE transferable.

 

[rentjunkie]

My GC's and packages are non-refundable as well. The GC's are transferrable and in special situations I would make the packages transferrable as well, for example, when a client moved out of the area, I allowed her to sell the unused massages to someone else.

In certain situations I may refund the package, however, I would be certain the charge the regular per session rate for the sessions that have been used and only refund whatever is left. So, if when they purchase your package of 10, they end up paying $10 less per session, if I refunded, I would charge the full amount for sessions used, so that they didn't just get a $10 discount on their original sessions.

I would still advertise the packages as non-refundable and then deal with it on a case by case basis. I can't imagine it will come up very often.

 

[Hannah G]

My policy is that packages and GCs are non-refundable. My GCs have this clearly printed on them and when I sell packages, I have the client book all of their appointments up front and I send a confirmation letter to them which details the appointments that were set and how the package works (ie. transferable but non-refundable, missed appointment policy, etc.)

That said, I still think you did the right thing since this wasn't really spelled out to the client she does sound like the flaky type. Hopefully, you didn't refund the $ for the missed appointment.

Actually, I did refund her that appointment. I didn't think of it at the time. Honestly, we were so "in the middle of getting set up", it was almost a blessing that she chose to not come back, if that makes any sense. Like I said, flaky... weird energy. She also had some medications she didn't tell hubby about till afterwards.... no no no no no!

 

[James Bond]

Refunding the unused sessions is promoting good will and avoids a battle. To be intractable sets you up to lose more that the fee for a couple sessions.

I think if a person bought a package from me and then didn't feel we were a good match for whatever reason, I would want them to find what was right for them, because an unhappy client on my table is not good energy for me.

I think you did the right thing.

Edit: My GC are also NOT refundable, but ARE transferable.

We do have GC policy in place, LOL! We also have those as "non refundable, but transferable". It's just that I never thought anyone would ever purchase a PACKAGE if they weren't happy the first time, kwim?

 

[Shivani]

My GC's and packages are non-refundable as well. The GC's are transferrable and in special situations I would make the packages transferrable as well, for example, when a client moved out of the area, I allowed her to sell the unused massages to someone else.

In certain situations I may refund the package, however, I would be certain the charge the regular per session rate for the sessions that have been used and only refund whatever is left. So, if when they purchase your package of 10, they end up paying $10 less per session, if I refunded, I would charge the full amount for sessions used, so that they didn't just get a $10 discount on their original sessions.

I would still advertise the packages as non-refundable and then deal with it on a case by case basis. I can't imagine it will come up very often.

Ahhh.... I did actually consider making the "already used" sessions "full price", but didn't have time to discuss it with hubby... not in front of her!

We do need to come up with a policy, and we shall. I don't think we did "wrong", because it will "breed" goodwill in some way or another, if not now, then down the road somewhere.

What I was mostly worried about with regards to refunds was what if someone wrote a check for a package, and then asked for a refund of part of it, and then suddenly their check bounced or credit card did a "chargeback" or something like that? I didn't "sense" that with her, but it has made me consider hard for the future. In her case, I honestly think the poor dear just doesn't have her head screwed on straight.

 

[snipe4lyf]

in regards to the check, you can state that you require x-amount of processing time to ensure clearance of that check. also, isn't there a 90-day cap on doing a stop-check on an item that has already cleared the bank? i don't remember, but i thought i read that somewhere (i almost had to test it out myself when a product consultant wouldn't reply to my contact attempts and i hadn't received my product). decide what your thoughts/policies are on stopped checks and charge backs and state it plainly--preferrably involving a signed document that also indicates that if they find this package is not right for them after all that they need to discuss it with you to find an amicable solution. *shrug*

i teach infant massage and happiest baby classes and state that if missed they can be made up within one-month of the missed session and that there is NO REFUND for missed classes.

i have a MT package that states there is a $100 cancellation fee and any discounted services already provided will be adjusted to full-price. I state it clearly, up-front, so i know they're making an informed decision when purchasing.

i agree that you did right in this situation. but DEFINITELY get your ducks in a line so your clientele knows from the get-go at your new location what the policies are.