Course attendee wants refund due to absence

[timb111]

I run a course that that runs for a few months, and one person attended for the first few weeks but then messaged to say they were unable to attend due to illness, and would update me on when and if they would be back but didn't. The course was fully booked and I was unable to offer the spot to anyone else. And now after the course has finished, they are demanding a refund for the period that they were away. The course registration page does explain there are no refunds, however this person says that this is an unfair term for their circumstances and will use section 75 or will go to a small claims court.

Any advice on this? Surely I can't be expected to refund anyone who claims they were unwell, and if that's a valid reason to be obliged to refund a customer by law then everyone could use this excuse?

 

[Newchodge]

Did the client see the course registration page before they committed to paying? What is the exact wording?

Did you request, or did they offer, any proof of their illness?

 

[fisicx]

Why is it an unfair term? Seems quite reasonable to me.

I’d refuse the refund and see what evidence they present to the small claims court.

 

[timb111]

Yes, they did see the registration page, and have to tick a box to agree to the terms and it says "There are no refunds unless the course is cancelled". They are now saying they feel it's unfair for them due to their illness.

No I didn't request proof as I don't feel I can verify whatever they send over. And also I don't feel I should have to get into a debate with customers as to whether their level of illness or proof is satisfactory.

 

[fisicx]

They will need to provide proof if it goes to court. It must have been something serious for them to laid up for a couple of months which means doctors appointment, hospital and medication.

But I suspect they weren’t ill they just didn’t want to complete the course.

 

[Newchodge]

Yes, they did see the registration page, and have to tick a box to agree to the terms and it says "There are no refunds unless the course is cancelled". They are now saying they feel it's unfair for them due to their illness.

No I didn't request proof as I don't feel I can verify whatever they send over. And also I don't feel I should have to get into a debate with customers as to whether their level of illness or proof is satisfactory.

The term seems very clear. Not asking for proof is actually a good thing - they might have used that as evidence you were considering a refund!

Let them sue.

 

[WaveJumper]

I would see them in court

 

[Frank the Insurance guy]

Not asking for proof is actually a good thing - they might have used that as evidence you were considering a refund!

THIS! Great advice from @Newchodge

 

[alamest]

I’ve seen this happen a few times and it’s always awkward. On one side, you want to protect your income and time (that space could’ve gone to another paying attendee), but on the other side you don’t want a frustrated customer bad-mouthing your business either.

Personally, I think the key question is whether you clearly stated the refund/cancellation terms before they booked. If those terms were visible and fair, then it feels unreasonable for someone to skip the course and then expect 100% back afterwards. That defeats the purpose of running scheduled training at all.

That said, I’ve noticed offering a small gesture (like a transfer to a future date, or partial credit) sometimes turns a negative into repeat business rather than an argument. Curious how others here handle it: do you stick firmly to “no show = no refund”, or do you offer flexibility to protect your brand reputation?

 

[DontAsk]

I would base my behaviour on their attitude. If they all nicely maybe a free booking at a future date. Start demanding and kicking off then they can take a hike.

 

[AmazonGeek]

That said, I’ve noticed offering a small gesture (like a transfer to a future date, or partial credit) sometimes turns a negative into repeat business rather than an argument. Curious how others here handle it: do you stick firmly to “no show = no refund”, or do you offer flexibility to protect your brand reputation?

I agree with this. Assuming you are going to do more courses I would maybe offer them a transfer to a future date instead if you can.

 

[fisicx]

I’m not sure they want the course. I suspect they started and found it too hard or time consuming and made up an excuse not to come back.