Active discussions

Meet the Other Phone. Only the apps you allow.

Meet the Other Phone.
Only the apps you allow.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Angry and demanding a refund !

302 replies

LolaRosieBoo · 14/12/2023 11:00

I am a self-employed PT, very well known in my area, have been doing so for 10 years and as such I am expensive (£60 per session). A few years ago, I had to change my T&Cs so that sessions were paid for monthly in advance and sessions cancelled on the day would still be charged.

Before I implemented this policy, people would cancel their sessions with extremely short notice - on the day of - and sometimes only an hour beforehand. I’d also had people just not turn up! This was costing me both time and money, and this income supports my family.

Last month a new client started, she paid upfront and I sent the T&Cs. She cancelled her session yesterday (6 hours before it was due to start), saying her child was sick so she couldn’t make it. I wished her child to feel better and said I would see her next week. This morning, I’ve had a message saying ‘please deduct yesterdays session from next months invoice’. I replied saying that as per the T&Cs, I cannot give her a refund as she cancelled with less than a days notice, making it very difficult for me to recoup that money by finding someone else to fill her space.

She has now sent me a very angry text message demanding a refund or she will post about me on our local Facebook community board. She has accused me of being unethical, as people (especially those with children) will sometimes need to cancel at short notice and she cannot afford to spend £60 for nothing. I replied that this is my income and how I support my family, and I equally cannot afford to not be paid when it’s very short notice with no possibility of me finding someone else.

AIBU?

OP posts:
Youcannotbeseriousreally · 14/12/2023 11:02

‘Especially those with children’

She needs to fuck right off with that self entitled attitude!!

stand firm, even if she posts on Facebook - I think she’ll be the one who looks like an idiot - not you!!

( edited to add - imagine if you paid a gym membership and wanted a refund because life happened and you didn’t have time to go?!?! )

Littlecatonthefence · 14/12/2023 11:03

Its a hard one, essentially i think you are right, but if i say had a long term client that cancelled unexpectedly i would probably not charge.

That being said I would stick to my guns with this client.

jojom10 · 14/12/2023 11:03

You are right to stick to your guns on this. I am self employed and have a cancellation policy. Quite simply you can't replace that income at such short notice and if you don't have a robust policy then there are people who take advantage. I have very occasionally been flexible but it's rare and only for a long standing client who gives me a lot of work.

Finteq · 14/12/2023 11:03

Lose her as a client.

YANBU

MuggleMe · 14/12/2023 11:05

She agreed to the T&C's, if she wanted to be able to cancel at short notice and receive a refund, she should have chosen a PT who had those terms.

Totally normal to have a cancellation charge, just like with hairdressers, dentists, tutors etc.

OnAPostItNote · 14/12/2023 11:06

I don’t think you are being unreasonable. It’s your income. Hairdressers take deposits. I think you are expensive and you must be super at your job. Well done - you have built a reputation for yourself and you must deserve it. Otherwise you would have no clients… Remind her of libel and slander laws. She has no right to defame you. You can sue.

HachiAndNana · 14/12/2023 11:07

I would stand firm - and also don't engage in a social media battle - there are never any winners there.
Most if not all PTs have similar T&C's (as do tutors etc). And yes they may be flexible with long term clients or certain situations but thats an exception not a norm

carolsandchristmas · 14/12/2023 11:07

Can you try and reschedule her in the week? My OH is a PT and will do this. If not possible then yes, she's lost her session

titchy · 14/12/2023 11:07

Stick to your guns. 'I'm sorry you feel that way and if you wish to cancel our contract I understand. Additionally if you feel the need to post that my terms and conditions are unreasonable on Facebook, as long as your post isn't libellous, that is entirely your choice. Regards.'

TheLoveOfMoney · 14/12/2023 11:07

She consented to the T&Cs, her fault if she didn't read them properly. My beautician has similar rules, I had to cancel last month as my child threw up, paid her for the missed appointment next time I saw her, simple. Personally, I believe if you respect your service provider then you should have no qualms paying. She's a CF

pd339 · 14/12/2023 11:07

YANBU. If they post on social media, just reply with your (totally fair) side of the story.

Tempnamechng · 14/12/2023 11:08

Stick to your guns.
If you cancel on her you refund of course, but if she cancels on you then its on her.
It's a shame to loose a customer if she was otherwise good over £60, but if you are at the stage where she is demanding a refund otherwise she will "take to Facebook", then the business relationship is already irreparable.

Brendabigbaps · 14/12/2023 11:09

I’d keep her money for the cancelled session but refund her the future sessions and cancel her as a client, she’s going to be nothing but trouble.
If she posts on Facebook just give a factual response of cancellation policy.
if your that good people won’t care

dontgobaconmyheart · 14/12/2023 11:10

I'd message her saying that you also have a family and the T&C's were clear (and agreed to) when she took on the services. Threats of blackmail to slander a woman owned business are not going to make her look quite the feminist she imagines she is and I would certainly be telling her that I feel very uncomfortable with the idea that she is making threats, and certainly will appear on Facebook myself to make clear what actually has happened, should she choose to attempt to slander me, and will take it further if required.

I'd not want her as a client after this, she's going to do it anyway so I would let her know I will take action if false accusations are made public and that I am terminating the relationship. People will make a fuss on Facebook for all of t minutes before they move on to something else and the proportion of people even on there these days is presumably relatively small. I know nobody that uses Facebook.

IkeaMeatballGravy · 14/12/2023 11:10

YANBU, I could understand a long term client with no history of flakiness being a little salty about being charged, but she has only been with you a month!

HaPPy8 · 14/12/2023 11:10

I think I would have given an option to reschedule or allowed one cancellation before charging as it is more likely to result in good will on both sides and client retention however you are obviously doing well without needing to do this abd technically you are correct. I think most similar businesses have a bit of leeway with this kind of thing in my experience.

Alargeoneplease89 · 14/12/2023 11:13

She's obviously in the wrong and should have sorted childcare not sure why she thinks you shouldn't be paid because her child is ill.

TreacleMines · 14/12/2023 11:13

I have to cancel loads of shit at the last minute because my son has PDA autism- so I never know ‘til the last minute what he will and won’t do (tutors for home ed, hobby classes for him, doctors appointments, my appointments etc)-

I always pay for the missed sessions. This month out of 4 full days he should have been at a particular group, he was there for 2 hours, twice… I’m ££££ down on fees, but it isn’t their fault and they still need to have the income!

id expect to be dropped as a client if I didn’t pay.

CaineRaine · 14/12/2023 11:13

LolaRosieBoo · 14/12/2023 11:00

I am a self-employed PT, very well known in my area, have been doing so for 10 years and as such I am expensive (£60 per session). A few years ago, I had to change my T&Cs so that sessions were paid for monthly in advance and sessions cancelled on the day would still be charged.

Before I implemented this policy, people would cancel their sessions with extremely short notice - on the day of - and sometimes only an hour beforehand. I’d also had people just not turn up! This was costing me both time and money, and this income supports my family.

Last month a new client started, she paid upfront and I sent the T&Cs. She cancelled her session yesterday (6 hours before it was due to start), saying her child was sick so she couldn’t make it. I wished her child to feel better and said I would see her next week. This morning, I’ve had a message saying ‘please deduct yesterdays session from next months invoice’. I replied saying that as per the T&Cs, I cannot give her a refund as she cancelled with less than a days notice, making it very difficult for me to recoup that money by finding someone else to fill her space.

She has now sent me a very angry text message demanding a refund or she will post about me on our local Facebook community board. She has accused me of being unethical, as people (especially those with children) will sometimes need to cancel at short notice and she cannot afford to spend £60 for nothing. I replied that this is my income and how I support my family, and I equally cannot afford to not be paid when it’s very short notice with no possibility of me finding someone else.

AIBU?

Stick to your guns OP, she is in the wrong. I’d reply that the relationship between a PT and a client is built on trust and if she feels the need to threaten to shame you on social media, then that trust has been broken and you’re terminating the contract as per the t&cs she agreed to.

GoonDog · 14/12/2023 11:14

I'm SE, and I get the frustration, however I personally apply a 'one chance' rule.
Life is unexpected, things do crop up and kids/people can be sick.
Yes I may have lost that hour, but I've found it works in my favour when people appreciate it, and recommend me.

Hellenika · 14/12/2023 11:14

YANBU, the vast majority of businesses have a 48 or 24 hr cancellation policy - hairdressers, dentists, physiotherapists, private healthcare. Your T&Cs are industry standard and she signed her agreement to them. I wouldn’t worry about Facebook. If she does post on there, you can respond with a measured response that reminds everyone of the T&Cs which are more generous than the industry standard of 24-48hrs advance notice to cancel since you accept cancellations up until 5pm the day before.

ColleenDonaghy · 14/12/2023 11:16

YANBU at all, and I have small DC who love to be ill when I have something booked.

Hellenika · 14/12/2023 11:16

Brendabigbaps · 14/12/2023 11:09

I’d keep her money for the cancelled session but refund her the future sessions and cancel her as a client, she’s going to be nothing but trouble.
If she posts on Facebook just give a factual response of cancellation policy.
if your that good people won’t care

Yes, I agree. I would terminate the contract as threatening to ruin your reputation by ‘name and shame’ when you have done nothing wrong is bullying.

hedgehoglurker · 14/12/2023 11:17

HaPPy8 · 14/12/2023 11:10

I think I would have given an option to reschedule or allowed one cancellation before charging as it is more likely to result in good will on both sides and client retention however you are obviously doing well without needing to do this abd technically you are correct. I think most similar businesses have a bit of leeway with this kind of thing in my experience.

Edited

I agree with this.

PinkDeer · 14/12/2023 11:25

I would offer her another session if I was able to. Obviously depending on how busy and in demand you are, and whether you can afford to lose her as a client. What happens if you have to cancel at short notice, if you are ill or one of your children?
I’ve had a hairdresser cancel on me several times due to illness or plumbing issues and I’ve also been understanding but if I cancel even as a longstanding customer, they say they charge a cancellation fee. I think there should be a bit of give and take.