If customer cancels event under 8 days when no cancellation clause

[Staceyjb]

A customer booked an event. 60% non refundable deposit . Balance paid 30 days prior. No cancellations under 30 days. Customer cancelled a week prior and stated the svenue was no longer open. I confirmed the event will be ready and forwarded the insurance I purchased for event. They are required funds returned and square is requesteing funds to their bank reviews. priorcancellationunder

[Michael_L · Accepted solution]

If you have an agreement (contract) then you can submit that to Square and they should support you in this.  As long as you have an agreement in writing, the law is on your side.

It would be "nice" (aka good customer service) to offer a partial refund or a credit to future services.  Politely tell your client that certain costs had to be paid in advance (such as the insurance) and so part of their money is already spent, and maybe reason will prevail.

These days it's best to keep the client as happy as possible -- fighting back against them can lead to negative reviews online and a lot of frustration.