Question regarding refunds

[gold2012]

Okay, I had a girl buy some lessons from us in Texas. She bought a year in advance, and as incentive, when she asked about it, I told her that she could have two free months thrown in, as well as a partial lease on one of our show horses that wasn't getting rode much.

I explained we didn't have a refund policy, that we show a lot, so some of her lessons would need to be moved. She was fine with all this.

Guess what, now she wants her money back. She quit coming about 3 months ago, and all of a sudden showed back up last week wanting two lessons a week to make up for the lessons she hasn't already rec'd. On top of this, she decided she had to have a pony I had, bought said pony, and 2 weeks later, has decided she also doesn't want it..and wants money back. This after having ridden pony several times. Good Pony...just FYI.

After I explained to her that we were going to be gone for some of July showing, she got upset, and said she wanted her money back, because she didn't realize how much us being at shows was going to interfere with her learning to ride better.

Her dad wants all the money back, because she feels she didn't learn enough, She wants to put them on Craig's list for sale, including the one's she missed, or was so late for we couldn't do.

Do I have to give her a refund? How much if so? I am trying VERY HARD to come up with a solution for her, and in fact did offer to give her two a week, because I don't want hard feelings, through the end of the year, but she is just unwilling to work with me...ideas?

Thanks.

[Tiffani B]

Do you have anything in writing?

If not, I would figure out how many lessons she's had, multiply that by your REGULAR lesson price, and deduct that amount from what she's paid. Refund the difference, less the lease.

She may end up owing you money. :cool:

[gold2012]

We do not have anything in writting. She signed up for lessons, I gave her time slots. She came sometimes, other times she didn't. She almost never used the lease. Her excuse at this point is that we are headed to a show. She signed up knowing full well we were a show barn, and with the intention of going to shows eventually.

From what I have read on other sites, I don't owe a refund, but I jsut want to make sure. Because I am offering to fulfill the lessons...she has almost no case.

I absolutely hate this aspect of the business. IF I gave refunds to all the people who sign up and change thier minds later, how could I ever count on an income? ARGH.

[SaddleFitterVA]

I have never known any pre-paid lesson package to have refunds. You use it or lose it, and they all expire.

Now, if you are talking about the pony that was sold, that is different. Some people do take horses back and refund all or part of the money, but mostly after it was a trial period or if it was in a contract.

[Tiffani B]

I agree you do not owe a refund. I was offering a solution that might keep the customer "happy" and prevent her from badmouthing you. Although sometimes it doesn't matter WHAT you do... :no:

[gold2012]

Yeah, I know what you mean Tiffani. I tried everything, including asking if she would like to take them with the other instructor here. She wants her money back. The pony is a great pony, and she only paid 500 fo her. I wanted a good home for the pony, as we just don't get a lot of kids in my barn....

THANKS for your input, and didn't mean to offend you. I was trying to figure out a way to do it to save on the bad-mouthing.... I just don't know what to do at this point.

[shea'smom]

Absolutely no refund or credit for anything she has already missed. Charge her fully for all board on pony including 30 days notice. Take that off un used lessons, but no refund on the balance unless you hvae a contract that says otherwise.
Buy the pony back, you don't want these idiots to have it.

[gold2012]

Yeah, I already decided to buy the pony back....you are right, they aren't going to be a good home if they are this kind of person. I am sorry, but if I wlaked up to her dad, who is a contractor, and put down a deposit, think I would get any of that back...no. I wish people would realize this is the way I make my living. It's fun for them....it's a recreational sport. But for those of us that are out in this heat, training, riding, and scrounging to make ends meet, this kind of person can really cause problems.