Tim Berry is the chairman of Eugene, Ore.-Palo Alto Software, which produces business-planning software. He founded Bplans.com and wrote The Plan-As-You-Go Business Plan, published by Entrepreneur Press. Berry is also a co-founder of HavePresence.com, a leader in a local angel-investment group and a judge of international business-plan competitions.
What is the best refund policy for a small business that hosts events?
I am co-owner of a small business that hosts weekend get-aways at local hotels to scrapbookers. Every weekend that we host, we seem to have a customer who at the very last minute can't make it due to a family emergency, acute illness etc. We need advanced notice in order to cancel hotel rooms, meals etc. otherwise we lose the money (still need to pay the hotel/catering). We posted a refund policy, but have lost a customer over this issue. Since we are a new business, we currently don't have the financial cushion to support these incidents, but I am willing to hear suggestions from a 3rd party. Thanks for your time!