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 the vicar shagging commentators please shuffle off to the right place which isn't here on a thread about a retreat in the Med!

Me too! It’s a great suggestion. I know one of the women in a private room with a shared bathroom was hoping for an en-suite so if I can sell her private room she will be delighted with the upgrade.

I’ve had a couple of messages on here so I’m hopeful I will be able to sell the place after all. Love Mumsnet!

I would say that I can only give a refund if we can sell it in. If not then no refund I’m afraid.

As quoted above one calendar month from the date booked. So if 14 March then 13 April would be the last day of that month.

Unless they need to talk it through in therapy on a women’s retreat in the Med - in that case I can help 😊

Indeed - defining what a month means in the contract will be crucial.

Very interesting point - I'd never thought about it before - a quick Google also told me that in Common Law a month used to mean a lunar month (28 days).

Why ever should OP be put to all the work, hassle and stress of finding a new buyer for the place, just because the original purchaser changed her mind? Is her own time not worth anything?

The buyer chose to buy something expensive, then left it too late to cancel within the agreed terms, so it's hard cheese. She can of course try to resell it herself, or if OP IS able to find a buyer, she might be lucky to get her money back less a fee for all of the admin involved (also, as a last-minute availability, it might need to be sold off much more cheaply).

I agree that the definition of a 'month' should be explicitly stated, as they obviously vary slightly in length, and an awful lot of people seem to be of the firm belief that '4 weeks = a month' (rather than just 3 out of every 48); even the NHS seems to believe this when they prescribe 56 days' worth of medication to supposedly last you for two months.

She booked 20 November last year.

Cancelled last Saturday (29 August)

Retreat starts 27 September.

It always bugs me in Homes Under The Hammer when they ask an estate agent to value the finished result for rental purposes, and every single time, they say "£X per calendar month" - often saying the word 'calendar' several times in the same sentence. I suppose they must just have been burned before and now err on the side of irritation!

But which is specified in the t&c? One calendar month or 28 days. Or does it just say one month? If so I can see that it might add to the confusion as obviously each month is a different length.

Our cancellation policy just says no refunds within a month of the start date and doesn’t specify the number of days.

Yes my example was wrong. Should have said cancellation and date of retreat not booking

She booked 20 November last year.
Cancelled last Saturday (29 August)
Retreat starts 27 September.

That's 30 days. So within a month I think. So she is not entitled to a refund.

You definitely need to address this and spell it out explicitly. Also, to be honest, I think a full refund with just a month to go is far too generous, especially if you're selling tickets 9 months or more before the event.

At best, it should be contingent on you finding somebody else to buy the ticket - and then there should be a deduction for all of your admin time.

Also, as PP said, although you're not after making a profit as such, I would definitely increase the prices a little to build in a contingency float, so the organisation doesn't risk ending up out of pocket.

Don't feel dreadful. You have the month notice policy for a reason and she knew at the time of booking.

If you fill the space then refund her, if you don't then you shouldn't.

Presumably that is a calendar month then. So she could cancel up until 27th August. She cancelled on the 29th, so no refund.

I would tell her that you have genuinely tried to find a replacement but cannot and this is why the policy is in place. Unfortunately you cannot offer a refund but she is welcome to find her own replacement. You are well within your rights to do this, she can moan but it’s nit your problem.

Maybe that's your solution.
Higher powers at work and all that!!

You really need to iron clad it abit more. If you go by calendar month she's missed the deadline, if you go by lunar month, 28 days, she's made the deadline. I'm pretty sure legally unclear wording comes down on you, not them. And if you don't specify reasons for cancellation then you've really put yourself in a vulnerable position.

We deal in something else entirely but people pay for something and then month later they get it. We have been stung in the past, our cancellation policy is so specific now, even down to the exact time on the day because you can't risk it. And what reasons you can have to cancel and what reasons wouldn't cover you.

I think you're probably going to have to refund and try to recoup as much of the loss yourself.

You shouldn't, a full refund even 31 days before a holiday is insane, but that's what you agreed to in your contract so you have to honour it.

And lots of bottles of water to turn into wine.

Legally a calendar month would be the default, not a lunar month.

Ah no, I’m so sad to hear that. Such a great thread title and a bit of happiness amongst the many stories of asshole men.

Explain it's not for profit and you will make a loss if you refund so unfortunately you can't. You have tried to find someone to take her place but that is all you can do and so far no takers. Surely she wouldn't want to put a not for profit org into debt because of her bad planning?

This is the grey area then. Could argue that a month is 28 days, if you haven’t specified a date then when was customer to know when was the last date to cancel with full refund

why did she cancel?