Please keep this info confidential (within AWA affiliates). (Reposting this from “Ask Me Anything” on Sept. 5 since I haven’t received any replies.)
Does anyone facilitating workshops have a cancellation/refund policy? Has anyone ever faced legal or other consequences for removing someone from a workshop or offering credit in lieu of a refund for no-shows or other policy violations? I distinctly remember in our training that Maureen said to drop someone from a workshop who isn’t willing to follow your guidelines, but I don’t recall a discussion of the logistics (especially regarding payment/refunds).
I just amended the cancellation policy on my registration page to reflect a recent situation: Someone who missed half of the last series due to a surgery was a no-show at the first session of the current series. (I emailed repeated group reminders, including my policy + requests for advance notice by email or text for any missed sessions).
She then phoned me just as I was starting session 2 to say she was having another surgery then missed #3 and emailed that she “hoped” to make the next session.
I emailed her about the importance of consistency and stated it would be disruptive to join midway (I have participants who are new to her). I said “let’s postpone for a future series” and offered a full credit (vs. refund, since my policy stated no refunds if cancelling prior to workshop).
Since SHE didn’t actually cancel (I did), and she’d just rearranged medical appointments to attend the remainder, she was understandably upset. She accused me of being discriminatory based on her physical disability, and wondered if it were legal to “drop” her and “keep” her money. Yikes!
I reiterated that my decision was based on missed attendance and without prior notice. (Believe me, I make plenty of allowances for people who have been in my workshops consistently; inevitably stuff comes up, but they typically let me know and we work it out. When I texted her during the 1st session she replied “oops, I blanked out.”) However, I agreed to refund the amount (buh-bye) and said I’ll mail a check today.
I previously had “OPTIMAL” on my policy but just changed it to:
“Full participation in a series is REQUIRED for group continuity”
Here’s the agreement they check upon registration. Note the new “If you miss the 1st session” phrasing. Does this wording sound kosher? Do I need to consult a lawyer? Thanks for any advice!
https://www.pencil-and-pen.com/registration
Agreement
I understand that payment is required in order to confirm my registration.
Cancellation/Refund Policy:
A minimum number of attendees is required for each series. In the event that not enough people have registered, the instructor will cancel (or postpone) the series and issue a refund or credit.
Full participation in a series is REQUIRED for group continuity; no drop-ins.
If you miss the 1st session without 1-week advance notice, it will be treated as a no-show and grounds for dismissal from the series without a refund.
No partial refunds are offered for missed sessions due to illness, travel, or other scheduling conflicts.
No refunds will be issued for participants who cancel within two weeks of the start date.
I agree to these terms.
Hi Nicole,
I can speak to what we do for the Power of Story series. Our cancellation policy is that, with advance notice, we offer a credit towards a future workshop(s). In my private business, I ask for 72 hours so I can try to fill the spot. The Power of Story participants have life circumstances (aging, illness or disability, caregiving, grief) that make consistent participation challenging. We have considered whether those who attend fewer sessions negatively impact the cohesion or creative safety of the group. We haven’t found that to be the case. The groups are very welcoming and accommodating when someone starts late or participates less frequently.
It’s good that you’ve stated your policies in writing. I’m definitely not a legal expert. I know the law regarding disability accommodations requires reasonable accommodation. Whether the policy you’ve set is “reasonable” from a legal perspective would likely depend on its rationale. Perhaps articulating the rationale would add clarity.
The board has been busy with the retreat. I mentioned your question in the meeting. Hopefully a few others will find a moment to respond.
Thanks so much, Susan—much appreciated! I’ve attended a few Power of Story series, which I think are shorter (4 weeks vs 8); with their breakout sessions and co-facilitators I can see how consistent attendance isn’t quite as essential and it makes sense to be more flexible. (As a nonprofit AWA is also not a sole proprietor relying on registrations as income.)
I took your comments under consideration and amended my policy (below). It’s rare that everyone in my workshop series can make it to every session; I just ask for advance notice as I format each session. And I’ve always accommodated emergencies, health needs, and disabilities. However, communication is key. When someone “forgets” and treats attendance casually I’m less likely to make allowances. As Maureen emphasized, it’s important to prioritize group safety, and I believe it would be disruptive for this member to join after 2-3 missed sessions with newcomers just gaining/deepening trust. I hope other facilitators will weigh in… we’re always learning!
Absences/Cancellations/Refund Policy:
Full participation in each session—especially the first in a series—is essential for group cohesion: building trust and taking creative risks depend on this continuity. By signing up, you are making the commitment to participate in the entire series.
If you do anticipate any absences, please reach out before registering. If life circumstances change and make consistent participation a challenge or require accommodations, please offer as much advance notice as possible.
A refund or credit toward a future workshop is offered with your advance notice of series cancellation. No refunds will be issued for participants who cancel within two weeks of the start date, unless I can fill your spot from a waiting list.
If you miss the 1st session without 72-hour (3-day) advance notice, it will be treated as a no-show and may be grounds for dismissal from the series without a refund.
No partial refunds are offered for missed sessions due to health, travel, work, or other scheduling conflicts (except in the rare event that the workshop leader must cancel or postpone a session due to injury/illness, jury duty, or an emergency).