[Hidden-tech] fair refund policy feedback request

[RickF@incommn.com]

A well constructed agreement includes conditions and process for exit, cancellation, and change. When parting ways is not as explicit as other components of an agreement, participants find themselves in  this sort of foggy situation in which both decisions and actions seem equally valid. In general, if the agreement simply involved a per-payment for time and services, without conditions and without options, the service provider has no obligation, legal or ethical, to refund anything. What if the service provider makes the same claim: every possible effort was made to satisfy the customer, but she/he wants a refund?  Which party is right? 

Again, prevent the problem by having a clearly stated agreement before hand. 

Rick

Sent from my iPad

Rick Feldman
InCommN LLC
Interactive Communities Network
RickF at incommn.com
Http://incommn.com
413-570-0223

On Jun 27, 2013, at 7:38 PM, "Fran Fahey at Fran's Fine Editing" <fran at fransfineediting.com> wrote:

>   ** Be sure to fill out the survey/skills inventory in the member's area.
>   ** If you did, we all thank you.
> 
> 
> I would absolutely expect a refund of the unused 10 hours, and that's what I would do for someone who was unhappy with my performance, too, if we had both put in the effort and found it was just not working.
> 
> 
> Fran Fahey
> Fran's Fine Editing . . ."I'll Keep You Composed"
> 413-529-1189
> 6 Cedarwood Avenue, Easthampton, MA  01027-1906
> fran at fransfineediting.com
> www.fransfineediting.com
> 
> 
> -------- Original Message --------
> Subject: [Hidden-tech] fair refund policy feedback request
> From: Val Nelson <val at valnelson.com>
> Date: Thu, June 27, 2013 2:44 pm
> To: Hidden-Tech Listserv <hidden-discuss at lists.hidden-tech.net>
> 
> ** Be sure to fill out the survey/skills inventory in the member's area.
> ** If you did, we all thank you.
> 
> 
> Hi HT friends,
> 
> I wonder what you would consider standard practice for a freelancer in a case like this. 
> 
> Let's say you hire someone and pre-pay for a 20-hour package where time is tracked and the fee is based on the hours. Then you find it's not working as expected, despite giving it a try for at least 10 hours, trying to adjust things to make it work. Would you expect they would give you a refund of the unused 10 hours (when both agree on how much is unused)? Or would you think it's fair for them to say that's too bad because it was a pre-paid package. 
> 
> To me, it seems like bad business not to refund the unused portion when a customer is unhappy...  no matter how you package the payment plan, and frankly no matter what agreement is in place. I would think keeping the customer happy or ending on good terms is always the priority. I welcome hearing opinions on both sides in case I'm missing something. 
> 
> Thank you,
> Val
> 
> _____________________________________
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