Demanding upfront payment.

[Predecessor]

I am a PT (Personal trainer).

Have been doing PT for 10 years, very well regarded in my area with a waiting list. I charge £65 an hour so appreciate I am on the expensive side.

I recently contacted a client who had been on my waiting list for a few months as a space had become available. We booked in a session today and yesterday I messaged her about payment, telling her she’s fine to pay the first session today as a one off, but then she needs to pay monthly in advance (Would have been £260 for October). On my web site it explains that payments have to be monthly.

She didn’t reply and then didn’t turn up for her session today and an hour ago sent me a long message accusing me of being a scammer and that only fraudsters would want upfront payments, she said I am only in it for the money and don’t care about people’s health and finally, she will be warning her friends and family not to use my PT services.

I replied saying I have to do upfront payments as it is my job and it’s not a drop in service, if she cancels or doesn’t show up I still pay for the space at the gym, travel, petrol, it’s my time ultimately. I also put in time outside of the sessions by creating bespoke meal plans and work outs for each client.

She then called me a scammer and blocked me. AIBU?

She got cold feet, realised she couldn't afford you but rather than say so, created a ridiculous excuse if you being a scammer to put you on the defensive.

No. I was stuffed for £550 today by someone who wanted to pay in four installments. I don't normally do this, but made an exception so long as she made the payment today, and of course she didn't. She has had two months training for nothing and I doubt she will pay at all.

My PT charges up front at the start of the month and is in your range of charges. It seems reasonable to me, if I miss a session she is out studio rental, petrol, and lost income.

It's just as well she has taken herself off. If you charged her after the sessions you just know she would take weeks or months to pay, if at all. I would imagine her family and friends know what she is like by now so the threats of bad reviews are pretty meaningless.

That’s outrageous. This is the exact reason I don’t do sessions without upfront payment.

My private dentist always wants payment before doing any work. It’s just the same thing - yes? Yanbu. If she is bad mouthing you is that not defamation?

Well the good news is that you found out her intentions early and now can put her on your black list and move on to the next person on the waiting list.

Don’t second guess yourself. It’s clearly a service that people will pay you for on your terms so call this a reason for your terms and move on.

Oh and I’m guessing anyone she badmouths you to already know what she’s like and won’t give it a second thought. Save the messages just in case though.

You have to make a communication to a third party for it to be potentially defamation. If I tell you that I think you're a scammer, I'm not defaming you.

Payment upfront is reasonable and I would say standard for PT. Sounds like you dodged a bullet.

She may not have looked at the website. To avoid in future I would send people your terms and conditions ahead of putting them on a waiting list and only do so once they have confirmed they’ve read them and agree.

I attach my terms and conditions to referral forms and request people tick to say they have read them (not a PT but similar payment situation for multiple appointments as it were).

Updated to say she paid £1100 today, last months and this month's. I must have more faith. !

The silly bitch has cost you money and is reacting badly on being (rightly) challenged
At least she has done you the favour of showing you what she's like early on.
Ignore her, you have every right to charge for your services and every right to ask for money up front

My PT is payment upfront and no refund for cancellations less than 48hrs notice.

No issue with these terms, it's a business not a hobby,!

Payment up front for a regular service is normal, so I wouldn't take any notice. Perhaps she was hoping for a free intro lesson and got nasty when you asked for payment.
Either way, there are other customers.

When she signed up, did you get her to sign something agreeing to these T&Cs? When did you tell her about the upfront payment?

Assuming you gave her sufficient notice to read through the T&Cs (e.g. you didn't just message this morning saying she could on the day for today's session) then YANBU and should be billing her the £65 for not turning up. Do you have her postal address to send the invoice?

If you only informed her about the payment T&Cs today (it's not clear from your post) then YABU, as T&Cs need to be given before a service.

If you read consumer rights forums, there are lots of people who have been ripped off booking block sessions with a PT who has then been ill and cancelled multiple sessions, so I see absolutely why some people would be wary of paying up front.

i thought it was normal practive to pay either upfront (at a discounted rate) or payg for a PT. I've just signed up and he had an officer of £140 for 4 sessions, or £40 a session so a saving of £20 not massive in the grand scheme of things.. my first session was a 'taster' and free.

i know my DD has a PT online, and she has to pay for her 'sessions' upfront? I don't think i know of anyone who allows to pay 'after' the session and certainly not for a months

You dodged a bullet with her OP. She'd probably have been a nightmare client. A good friend is a childminder and some of the CF stories she tells me are unbelievable.

Two of my friends charge monthly upfront.