Dance school refusing refund or credit for lessons cancelled in lockdown?

[Dancingqueen24]

My daughter’s dance school asked families to continue paying during Lockdown#2 saying it was an admin nightmare otherwise. I and the other families did so. I was happy to support the school and it was a goodwill gesture.

Last week the school announced that the lessons would be rescheduled for the next few Saturdays. We can’t make any of them. I queried what the position is and was told if you miss the rescheduled lessons there’s no refund or credit available.

It’s not about the money really. It’s the attitude. I’m upset that there was goodwill and flexibility on my side, but zero on the school’s side. And the teacher is immovable.

It’s got me thinking. Am I being unreasonable to feel like this? I’m not sure it’s even lawful to withhold a refund or credit in these circumstances? So not sure why the teacher is being so inflexible.

Yes AIBU - just accept these lessons are lost!

No YANBU - the dance school should compensate in some way

YANBU

You've supported them through a hard time and I'm assuming you have a fixed day for these classes? A day you always make sure you're free to attend?

So, if they change this day and you can't make the day they've moved the class to, they should be flexible with you on this. A refund for what you've paid or the ability to carry forward to classes as a credit for when they go back to normal would both be reasonable

I wouldn't drop this I don't think

I think that is pretty outrageous tbh. I'd be going back to what they said during lockdown, and if it wasn't clear that replacement lessons woukd be organised at short notice with no alternative dates I woukd be kicking up.

Are the lessons normally on a Saturday at the same time so they're just applying the last month's payment's to this month's lessons? Or are they continuing with the regular lessons and these Saturday ones are in addition?

Letter before action.

My daughters dance classes carried on via zoom. Anyone who couldn't attend was given credits for another class

@BoomBoomsCousin the regular lessons are on a Thursday

Neither of you are being unreasonable.
With a lot of the youth activities, there are still running costs if the classes can't happen (insurance, rent, DBS, teacher training etc). This is averaged out over the year. So they may be trying to keep afloat. And have provided catch up lessons.

For you... You aren't getting the service you paid for.

They can't move the classes to another day and refuse to either refund or allow credit towards another class. Send a letter before action, there are lots of templates online of you need one.

Is there anything in any agreement terms etc that you could refer to around them changing the times?

Dance schools have had it really tough. Often not eligible for any kind of Covid business support, still paying overheads of rent, rates, insurance and professional fees. Incredibly strict rules for reopening.

They are supplying make up classes. Presumably you are just taking about one class a week, so less than £10 x 4? It would be good if they offered credit for this, but I would be worried they are struggling.

I happily paid lessons (8 x a week) during lockdown because it's in my child's interest not to have the business go under. If that's not how you feel, walk away and find a different dance school?

They should be offering discounts on the Thursdays surely. YANBU.

YABU

They've given an alternative - you can't make it - that's not their fault? 🤷‍♀️ they can't reschedule to a day to suit everyone's needs

@GreyBow I do support the school and always have. I paid all the way through the last lockdown. It’s the way this has been handled, a fait accompli with no communication with parents and no alternative options. It’s not about the money, it’s the principle. It feels very one-way: goodwill and flexibility from families and zero flexibility in return from the school. I think that attitude is wrong. Businesses have had it tough, but so have families. But I am interested to hear whether the general consensus is that I am unreasonable about this. Thank you all for your comments, it’s helpful xx

Of course YANBU. The dance school is fine rescheduling, however, if somebody can’t make the new day then they should refund. Hopefully most people will be able to make it so they won’t lose out on too much.
I would think it would be in their best interests for the long term.
Also, whilst dance schools have struggled, so have parents. Many have lost jobs and are struggling to manage themselves, it’s not their job to prop up businesses.

I’m in two minds about this (and I’m actually in the same position at the moment, funnily enough!). Dance schools are in a dreadful position - and it’s fair to say that they were unlikely to have been making a fortune beforehand (assuming a similar £100 a term, school hall sort of set up). They’re doing their best to make up the lost classes in circumstances that really were outside their control. Ultimately, I think about it in terms of “would I be prepared to pay this £20 (or whatever) so that my DD can carry on going to these classes she loves?”.

Fully accept that it’s a bit galling, though.

@ivfbeenbusy. Thank you but the rescheduled days are not on the days that my daughter normally takes lessons. She can’t make use of the alternative days as she can’t make them. Surely the appropriate response by the school owner would be “I’m sorry these dates don’t work for you, can I offer you a refund or credit for these sessions?”. After all I continued to pay in advance as a gesture of goodwill.

Then that is outrageous and I would be complaining long and loud until I got money back in some form. Either not paying for the current lessons, maybe try instigating a charge back if you paid by credit card or, should all else fail, small claims court. Though that would seem likely to end any relationship your daughter has with them, so she would need another school (or hobby).

I understand small businesses are in a very tough situation, but that doesn’t make it reasonable for them to take money from you under false pretences in this fashion. You would clearly not have agreed so easily to their request to continue paying if you had thought they were going to put the money towards lessons you could not attend.

Lots a bit from the middle of that post: *Either not paying for the current lessons, other lessons that are mutually convenient or a voucher for next year if cash flow is too tight for them right now (though I don’t think you’re obliged to agree to the last). If they refuse to budge I would maybe try to instigate...

I wouldn't let this go either - it's effectively theft. I would go to the Thursday lessons and not pay for them until you've recouped the money owed.

I think you are being unreasonable, they have offered you rescheduled sessions, you can’t take them. You cut your losses.

It’s similar to returning an item, and only being eligible for d as store credit. If you don’t use the credit before it expires. You cut your losses.

@PTW1234. thank you for your view but I really don’t see how that comparison works. The situations are completely different. But thank you fir your viewpoint - it’s helpful.

If you return an item you'll probably be aware you're only eligible for store credit.

OP didn't know that the offer they'd propose is unsuitable and the dance school thinks flexibility should only work one way.

Not this again. If a service provider can't provide the service they have promised to provide, they have to give a refund, and that also applies if they decide to change the date and time.

A credit towards future lessons would probably be acceptable, but they can't just keep your money. I don't know why all these small (and large when you think of the airlines still refusing to refund) businesses think the risk of doing business should be on the consumer - they chose to run a small business - times are hard, well that's the risk they took.

There is guidance on the Which? website as well as the Competition and Markets Authority websites. The law isn't opaque here, it's very clear indeed and suppliers are taking the mick.

It’s not different, a club we use asked for a nominal payment during lockdown. This remains as a credit for a fixed time in our account. If we are unable to use the credit because of our or clubs availability. We will lose the money. Our club has sessions daily so are able to be more flexible.

We would of paid this money anyway, and I actually offered to pay the full fee as it was a planned cost anyway so not missed, and I would like the club to be there to go back to.

Football lessons we pay upfront each term, I haven’t even thought about asking for a refund for missed sessions during lockdown down.

@PTW1234 err that couldn't be a more different scenario so your view point needs disregarding as you clearly haven't fully grasped the situation the OP is in.