{"id":19218,"date":"2016-04-12T02:59:16","date_gmt":"2016-04-12T01:59:16","guid":{"rendered":"https:\/\/www.diaryofanadi.co.uk\/?p=19218"},"modified":"2023-03-08T15:10:35","modified_gmt":"2023-03-08T15:10:35","slug":"unreasonable-refund-requests","status":"publish","type":"post","link":"https:\/\/diaryofanadi.co.uk\/?p=19218","title":{"rendered":"Unreasonable Refund Requests"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n

This is an older article, and the lesson prices given are not current – though they were correct at the original time of writing. Current hourly rates (2022) are \u00a331.<\/strong><\/p>\n\n\n\n

Another recent forum discussion referred to unreasonable demands for lesson refunds by pupils.<\/p>\n\n\n\n

I mentioned in my recently updated article on becoming an ADI<\/a> that there are some very strange people out there. Imagining slights where none exist is definitely one manifestation of their strangeness, and for some it\u2019s only natural that this will stretch far enough for them to attempt to make money out of it. Such an approach is most likely when someone desperately wants to pass their test, but has issues with driving which mean that passing inside 12 months is optimistic. So, when they decide that they \u201cdon\u2019t think they are making progress\u201d, they automatically blame their instructor. It would appear that an unfortunate ADI has recently fallen foul of this type of comedian, with a pupil stopping lessons \u2013 and then demanding a refund, including the money for those already taken!<\/strong> Naturally, this was then followed with threats to \u201ctake it to the small claims court\u201d, even though the instructor in question seems to have been readily prepared to refund all outstanding monies.<\/p>\n\n\n\n

The first thing most other instructors do when they read this sort of nonsense is immediately run with the assumption that a small claims court would even entertain the matter. Let\u2019s just be clear on something, here. Unless an instructor was refusing to refund for unused lessons, a pupil demanding money back for lessons they\u2019ve already taken wouldn\u2019t have a leg to stand on. They\u2019d need to demonstrate conclusively that their instructor spent whole lessons disembowelling squirrels or something instead of teaching them to drive. Small claims courts are not going to start poking into whether or not driving lessons were up to an acceptable standard \u2013 only whether they were given or not.<\/p>\n\n\n\n

Speaking personally, I want as quiet a life as possible so that I can concentrate of teaching people to drive. If someone triggers my late-cancellation clause, they get a lecture and one or two more chances. In the absence of any mitigating circumstances, if they do it again after that, they\u2019re history. There\u2019s no point trying to hold on to them, because once they\u2019ve shown their true colours they\u2019re just going to cost you more and more money. And if you actually try to claim the cost of the lesson the majority of them will just stick two fingers up at you and go elsewhere. I\u2019m not prepared to give them the satisfaction, and I think I\u2019ve claimed for missed lessons maybe six times since I became an ADI (that\u2019s out of many thousands of hours). All of those occurred after agreeing to it with the bill payer (at least three times, at their insistence). In almost all cases it was because the pupil was hungover or comatose following a late night.<\/p>\n\n\n\n

As unpleasant as it might be to hear it, many instructors get themselves into a mess over these issues because they\u2019re either too desperate or too greedy (often both) to deal with it logically or professionally, and end up trying to claim for lessons where discretion is needed (pupils with learning or mental health issues, bereavements, and so on). That drives pupils away and sets up a refund situation, the amount of the refund being complicated by the \u201cclaimed\u201d hours. Even more worrying is the fact that far too many ADIs these days take block booking payments, spend the money immediately (or it gets sucked into the black hole that passes as their bank balance), and then effectively go AWOL when the pupil tries to book those prepaid lessons. This happens because once the money is spent, they are effectively working for nothing, and they would rather give lessons to those who are paying on the day. Thus, they become un-contactable via phone, text, or email – or they become unreliable and cancel lessons so they can take on paying pupils.<\/p>\n\n\n\n

If you take block bookings, it is essential that you put the money away and only dip into it as each lesson is taken. If you don\u2019t, any refund will have to come out of your own pocket \u2013 and not being able to cover that is another reason why ADIs go AWOL when pupils attempt to contact them. The pupils\u2019 money doesn\u2019t belong to you until they\u2019ve taken the lessons, and you\u2019ve got to be able to refund it immediately if they request it.<\/p>\n\n\n\n

Another mistake instructors make is rooted in their desire to maximise their income and minimise their perceived losses at all costs. A pupil who sees an offer for a 10x block of lessons costing \u00a3200 is automatically going to conclude that lessons cost \u00a320 per hour, even if the instructor\u2019s single hourly rate is clearly stated as \u00a325. This holds true no matter what complex wording is hidden away in the Ts&Cs (\u201crefunds are calculated based on \u03c6 > \u03a9, but only when \u03d5 is less than 3, and not otherwise\u201d). The thing is, if you are offering block booking discounts of \u00a35 per hour in the first place, you are already \u201closing\u201d \u00a350 against your single-lesson rate. You have to face the fact that your hourly rate is<\/strong> \u00a320 – not \u00a325 \u2013 for those who block book, and it\u2019s no wonder that a pupil who takes two hours of lessons out of such a block booking, and who then asks for a refund, becomes angry when you return \u00a3150 instead of \u00a3160. They\u2019ll immediately start telling everyone that they\u2019re being \u201cripped-off\u201d which, while not being absolutely true, is definitely an understandable comment.<\/p>\n\n\n\n

I offer block booking discounts which drop my current single-hourly rate of \u00a324 down to \u00a321.81 (if they book 10 hours) or \u00a320.87 (if they book 20). I do this by giving them a free hour when they pay for 10, or three hours if they pay for 20 \u2013 but I make it clear that the free hour(s) are a gift, have no monetary value, and are taken at the end of a block only after the paid lessons have been used up. Thus, if they need a refund, it is at the \u00a324 rate – they only get the benefit of the discount if they take all ten (or 20) lessons plus the free ones. They all happily agree to that, and it has never been an issue. Quite frankly, if anyone ever turned it into one, it\u2019d be me sticking two fingers up at them! I certainly wouldn\u2019t be worried about any threats to \u201ctake it to small claims\u201d.<\/p>\n\n\n\n

As a bit of an aside, being able to take card payments has an unquantifiable but very positive effect on pupil satisfaction. Almost everyone \u2013 and especially those who have had lessons elsewhere \u2013 expresses surprise at the fact I can take such payments. This week alone, at least two of my regular pupils have said for the umpteenth time that \u201cthis device is incredible\u201d when I\u2019ve given them my card machine to slot their card into – or even zap it from their phone. The fact that they can have a receipt via email or SMS amazes them, as does the fact that those buying single hours can just wave their card at the machine and complete a contactless payment. All of this has a strange knock-on effect among those who can\u2019t afford block bookings, and they seem much happier being able to pay without physical money changing hands. As I have said before, the amount I save by not going to the bank anymore to pay in cheques offsets the transaction fee somewhat, as does the fact that I have put my prices up by \u00a31 and fuel prices have fallen by so much [this is an older article, remember].<\/strong> And you can\u2019t really really put a price on the convenience of it all.<\/p>\n\n\n\n

Occasionally, you will get someone who wants to barter over price when they enquire about lessons. In those cases I simply point out that I am running a business and cannot cut my prices any lower, and that I already offer discounts. I also point out that anyone offering lower prices compared to me will be making less profit with similar overheads, and will therefore be looking for ways to reduce their expenditure \u2013 which usually means less driving and more lessons needed to reach test standard. And I also emphasise that I take card payments, so they don\u2019t have to keep going to the cash machine to withdraw money. If they don\u2019t call back after that I consider that I am well rid of them.<\/p>\n\n\n\n

A good instructor should have to refund pupils to the extent that over a typical year the amount of income lost is negligible. I usually only need to do it if someone moves away, and I provide any refund immediately by bank transfer, PayPal, cash, or (as a last resort) postal orders since I don\u2019t use personal cheques anymore. On the rare occasions when someone just isn\u2019t happy \u2013 yes, it does happen, and the feeling is often mutual when it does – I don\u2019t want them hanging around like a bad smell. Taking a small (and theoretical) financial hit to get rid of them is actually a sound investment.<\/p>\n\n\n\n