To not refund this £2k

[RefundOrNot]

NC for this as it’s identifying.

I organise women’s retreats. The next one is abroad at the end of September (Mediterranean).

The retreat sold out 6 months ago and I had a big waiting list with lots of women contacting me saying to get in touch if there is a cancellation.

One of the guests has cancelled - she had one of the biggest private en-suite rooms so her place was expensive (£2k). Her reason for cancelling isn’t an emergency and something she will have known about for a while.

I thought I’d be able to fill her place quite easily and have contacted everyone on the waiting list but nobody can make it now.

The cancellation policy is no refund within a month of the retreat. She cancelled 29 days before the retreat starts.

She wants a full refund but I am going to really struggle to fill her place at such short notice.

The retreat is organised by a not-for-profit women’s org. Everything is priced to break even so the org will have to make a £2k loss. It is a tiny org funded by donations and run by volunteers so this is a huge loss for the org.

On the other hand I feel dreadful not offering a refund.

AIBU not to refund it?

Could she also see if she can sell her place? Tell her you will do your best to sell it on, but if you can't, then there's no refund. Is there food included? Could you partially refund for that?

£2K???? How long was she intending on staying for?
Nonetheless, she has missed the returns cancellation timescale so no refund. She can claim on her holiday insurance.

Could you try to sell the room for cheaper than the £2k, then offer a partial refund to the customer so the full cost is covered? If it's not possible, then YANBU to not refund as you weren't given a full month's notice.

29 days isn't a month, she's lost her money. You only feel bad because she only missed it by a day. I guarantee you wouldn't feel like this if she cancelled the day before.

I suppose all that really matters here is whether your policy is legally enforceable? I can say anything I like in my own policy but it doesn’t mean I can actually do it.

Entirely depends on the contract. Does it say "a calender month" or "28 days"

She's obviously made the 28 day deadline. But if it's a calendar month has she made that?

Does the contract specify what reasons they can cancel for? If not, it doesn't matter why she's cancelling

Offer a free upgrade to the other partipants and see if you can sell theirs if cheaper and more likely to get a new taker? Then offer the partial refund to the lady?

no she knew the cancellation timescale when she booked it. She is not entitled to the refund. cancelling 29 days before she will play the but its almost a months' notice etc. Dont give it to her. She should be able to claim on her travel insurance. However if you do manage to resell her space then a partial refund would be the kind thing to do.

Surely the not for profit would be out of pocket if she'd cancelled the day before as they would refund her in full?

What is the usual policy for the rooms cancelled a month before? I'd imagine it would be to sell them for cheaper to recoup some of the cost? That would probably be the best option here.

Although a month's notice could be subjective most contracts specify a set amount of days as obviously the months lengths vary.

I asked her that but she isn’t on social media and said she will struggle.

There is so much that has already been paid on the assumption she is coming. The guests get 1:1 therapy with two separate therapists who still need paying. The venue has been paid for. Food is included but her share is less than £100

Oooh this is an idea!! 💡 thank you

I agree the refund now has to be conditional on someone else taking the place and paying.

I would discuss options with them for them to help resell (if appropriate) and to potentially offer the place at reduced cost if no initial takers to be able to offer a partial refund.

Throw it open on here?

Refer her to her travel insurance policy and tell her you will refund if you fill her space. I do this with my self catering holiday lets. No drama.

Well to be pedantic, every four years 29 days is exactly a month…

You shouldnt make your break even point dependent on the retreat being full. You need a margin.
Stick to your terms but look at your prices going forward.

Sounds like she's cancelled at the last possible minute assuming she'll still get a refund. I'd tell her hard cheese, personally.

What?

I can assure you that was an absolute zinger, but sadly posted on the wrong thread. You could try and work back from that to see the correct thread !

I think it depends on the wording of your policy. If it says a month and there is no further clarification then you could probably get away with refusing a refund. I would not give a refund of any description if you are not legally obliged to.

I agree with PP about trying to sell the place at a cheaper price by either upgrading an existing client and selling their cheaper tickets or by offering the place at a reduced rate.

Going forward you might want to rewrite your cancellation policy so that there is no ambiguity. You could consider offering 75% refund at 8 weeks, 50% at 6 weeks and 0% at 4 weeks. This would help to cover any discount you had to offer to sell the place at shortish notice and prevent losses if you are unable to fill the place.

I suppose there is a legal definition of month - and from the AI it seems that it is based on "the same date" the previous calendar month.
Which would mean she is out of refund period (because it is not March).

Going with the "best effort" - offering existing clients room upgrade for lower price and potentially getting someone new to come for a lower price - seems to be the best option now.

Actually, if she knew about it for some time, good for you that she didn't cancel 3 days earlier. I don't expect you'd have much more luck in getting a replacement, but you'd have to refund her. Maybe a time to adjust the conditions (returning half 2 months before the date and nothing 1 month)?

You know that nobody actually shagged a vicar on their kitchen sofa, right?!

I don’t think I’m allowed to advertise it on here but for sure if anyone is interested in a single sex, therapeutic women’s retreat please send me a DM! You know the story and I will be able to give you a discount.

God moves in mysterious ways.