Refunds
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Refunds

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The SSQQ Refund Policy - Whether you register OnLine or Walkin, you have till the end of the first hour on the First Night of Class to ask for your Refund plus you must get your Refund at the Studio.  After Break is over on the First Night, all sales are final.

After our First Night One Hour Grace Period, we will turn your tuition into Credit which allows you to take your class at a later date.  There will be no Refunds granted after the First Hour nor will there be any discussion.


The only exception to this policy are Double Charges which are usually discovered after the fact and must be dealt with separately.

For further clarification on any problem, email Rick Archer at dance@ssqq.com


REFUND RULES in more detail

SSQQ will give you a Refund without even the slightest fuss if you ask for it ON your First Night of class before, at or until the end of  Break (Break begins one hour after class starts at 4:30 or 7 pm). 

Note that Online Registration is subject to the same rules as Walkin Registration.  Online Registration people are entitled to a Refund, but you must be present at the studio during First Night Registration of your class. 

We will NOT issue a Refund anywhere or anytime but at the studio on your first night of class before Break, during Break...but not after Break.  Once Break is over, all sales are final. 

We will however be willing to change your tuition into Credit after the fact using email.  Click the link.

Refund Policy for Walk-in Registration

  1. The First Week of each dance semester is known as Registration Week.

    During Registration Week,
    Refunds will be given till 8:10 pm on the first night you signed up for a 7-9 pm class (or till 5:40 pm on the 4:30-6:30 weekend classes)

    All you have to do is go see the Registrar at the Registration Desk before you leave the building. She will issue your refund without any problem at all.
     
  2. If you sign up on a night during the Second Week of class, the rules change slightly. In the Second Week, you have till 7:30 pm for the 7-9 classes or till 5 pm for the weekend 4:30 - 6:30 classes of the same night you sign up to ask for a Refund.  Go see the Registrar. 

    (Note: The reason for the shorter window of opportunity is that historically very few people ask for Refunds in the Second Week.  It makes little sense to have our Registrar waste her entire evening sitting there for an hour waiting to give refunds. So as a courtesy to our Registrar, we ask you to make your mind up a bit more quickly.)
     
  3. Since we have no Registration in the Third and Fourth week of each dance semester, there are no Registrars on duty during these weeks. Therefore there are no refunds given at the studio in the Third and Fourth week of each class. 

If you have a question, please email Rick Archer at dance@ssqq.com


Refunds to Leisure Learning Students.

Leisure Learning has your money.  SSQQ does not have your money. You can reach them at 713-529-4414


Refunds for OnLine Registration

  1. Even though you have registered electronically, any Refund must be done IN PERSON during Registration Week.   

    Refunds
    will be given till 8:10 pm ON or BEFORE the First Night of class during First Week.  (or till 5:40 pm for weekend classes).
    (Note: You can always come earlier in the week. For example, if you signed up for a Thursday class, but prefer to come in the Sunday or Wednesday before, this is okay.)
     
  2. You will need to bring your On-Line Registration Receipt so we know which transaction to Refund. In addition please bring your credit card because we will use our manual card swipe to credit your account.  We must have a paper trail if you want us to refund your money. We will not give out Refunds if there is any doubt about the transaction.
     
  3. Please note that the only person currently authorized to issue Refunds for OnLine Registration is our Head Registrar Marla Archer. She is at the studio each night during Registration Week specifically to handle problems.  Please ask for her directly. 
     
  4. Don't forget we request that you bring documentation of your OnLine transaction receipt.  Please don't expect us to give a Refund based on your word about it.  We need a Paper Trail.  No paper, no refund. We might give you Credit based on your word, but not a Refund.
     
  5. We will NOT do an electronic refund using the computer based on your email.  Don't even bother asking.  Credit can be arranged by email, but Refunds must be done in person.

Online Registration Overview

Note: Over the years, we have found that OnLine Registration has been both a blessing and a curse to SSQQ. In order to understand the reasons behind the policies listed above, we invite you read the stories behind the decisions.  Click Here


First Hour Grace Period: If You Want a Refund, Please Decide Before Break

Our position about Refunds is that one hour of class time should be sufficient for a student to evaluate the teacher and the material to the point of making a decision whether an SSQQ class is to their liking or not. 

Our students have from the start of their class till Break Time during Registration Week to decide whether they like their class well enough to continue or they would rather get a refund. We have a Registrar on site sitting at the Registration Desk to return your money to you on the spot (till 5:40 pm with afternoon classes, 8:10 pm for evening classes). 

Please note that the GRACE PERIOD in the SECOND WEEK is reduced to 30 minutes. Historically we rarely have anyone who signs up in the Second Week of class ask for a Refund, so we shorten the time to 7:30 pm for the Evening classes and 5 pm on the Late Afternoon weekend classes.

Once the Deadline passes, we switch tuition to Credit

For example, if a student gets sick or breaks a leg in the second week of class, we issue Credit to take the class at a later date. If for example a student's job transfers them out of town before the end of the month and there is no way they can finish their class, then by request we will issue a Gift Certificate which the student can give to a friend to use. 

If you don't like your class, that is your right.  Simply ask for your money back at Break on your first night at the studio and be done with it. No one will give you a hard time. 

However once the Deadline has passed, we assume the class is satisfactory to you. All Sales are Final.
 

Gift Certificate

Some people want a Refund, but the Deadline has passed. They have no desire to accept Credit. And we will not issue a Refund. In situations like these we have a compromise: We will is
sue you a Gift Certificate for the amount you paid.

You can give it as a present to whomever you wish. 
Email to dance@ssqq.com

For an example on how the "Gift Certificate" venue was used to settle a dispute, click here.


Overcharges - Paying Full Price for a Repeat Class

The time to ask for any Refund is on or before the day your class starts at the studio. Bring your credit card.

Two or three times a month, we are approached after the fact with a refund request made by students who paid full price using OnLine or Walk-in for a class that they are repeating.  They ask for a refund.  This is too late.

After your class starts, there are no refunds. However we will gladly turn your overpayment into Credit.  Just email us at dance@ssqq.com.   One more thing - we are not mind-readers.  If you are repeating a class, please tell us so we can check the database and get the price right the first time.

 

Example One: Paula

-----Original Message-----
From: paula
Sent: Tuesday, January 09, 2007 9:54 AM
To: dance@ssqq.com
Subject: Refund for repeat classes

After reading the policies section on the website I realized we have been charged full price for classes we have repeated.

When I register online I always select that I have taken the class before but am still charged the full price for the class. I thought maybe there was a time limit but it looks like the class should be free as long as it is in your history. Please explain.


From: Rick Archer
Sent: Tuesday, January 09, 2007 10:28 AM
To: paula
Subject: RE: Refund for repeat classes

Online Registration is stupid. You have to give it the EXACT information… student ID number, correct email address… for it to issue you half price credit.

Each month to test the system, I register for a class. I always try to trick the system by saying I am repeating and that I am a female.  As long as I put in the correct student ID and the correct email address, the system never fails to give me half-price for a class I have listed in my student history or deny me half-price for a class I have not taken before.

On-Line Registration lists how much you are being charged. If you think that amount is in error, then go look at your student history and see if your course is listed there.

In your case, I think the problem is that you have two students IDs.

We do not give refunds when you are over-charged unless it is clearly our mistake.

If it is a student's mistake, then the student has two choices. If you catch the mistake ahead of time, you can bring your credit card to the studio the night of your first class and have the card swiped. 

After that we turn every request for half-price refunds into student credit.

Example Two:  Another Headache created by Multiple Student IDs

-----Original Message-----
From: ROSE C
Sent: Saturday, February 03, 2007 11:56 PM
To: dance@ssqq.com
Subject: Repeat classes

Marla, Before the January schedule is completely over, can I get credit for repeating Beginning Night Club and Super Ghost Town 9?  I was not able to get the credit when I registered on line and I always forget to ask when I'm in the studio. Thanks.

Rose C

-----Original Message-----
From: Rick Archer
Sent: Sunday, February 04, 2007 12:54 PM
To: ROSE C
Subject: RE: Repeat classes

I researched your problem. You have two different Account IDs. One is your name plus 1106 and the other is your name plus 1121.

I found night club under and GT 9 under 1106, so I assume you registered under 1121 for full price because A) you didn't know about 1106 and B) because you didn't want to stand in the registration line.

Yes, you can get credit. Tell me the amount we owe you and I will put it in your account.
 

Example Three:  Why we do not wish to merge accounts.

-----Original Message-----
From: Nancy S
Sent: Wednesday, September 06, 2006 10:47 AM
To: dance@ssqq.com
Subject: Registering on line

I love to register for classes online but my history doesn't reflect all the class I have taken over the past few years.

From what I understand I am in the system twice and would like to have the histories combined in one account. This would be a great time saver for me.

Thanks. Nancy.


-----Original Message-----
From: Rick Archer
Sent: Wednesday, September 06, 2006 11:21 AM
To: Nancy S
Subject: RE: Registering on line

Nancy, it can takes hours to merge multiple accounts.  We have go in and reregister you for every class you have ever taken.

A much simpler method is to simply remember your two IDs.

0101
0827

By the way, the majority of your history is under 0101.

 

Example Four: Another PersonAsking for Half-Price Refund

-----Original Message-----
From: Cristal M
Sent: Wednesday, April 11, 2007 11:44 AM
To: dance@ssqq.com
Subject: From Cristal - one of SSQQ students

Dear SSQQ Owner,

My name is Cristal M, I'm one of your students in the dance studio.

I'd like to get your feedback with a dance school issue.
I can be reached at 713 xxx xxxx

I tried to call several times and I was told you don't take phone calls.

Looking forward to talking to you soon.


On 4/11/07, Rick Archer wrote:

Whatever it is, email is the way to go.
 

-----Original Message-----
From: Cristal M
Sent: Wednesday, April 11, 2007 2:14 PM
To: Rick Archer
Subject: Re: From Cristal M - one of SSQQ students

Dear Rick,

Thank you for your response.

Regarding issue No 1 related to how your front office staff is treating people/students or prospect students, let's leave it to that. It is your business image that is on the line and I don't have the time to explain via email. However, I'll be happy to talk to you over the phone.

Issue No 2 - George B and I are taking the Beginning Salsa classes for the second month in a row. I'll like to request a refund of 50% of tuition since we were charged the full amount instead of the 50 % offer the studio has on repeat classes.

I appreciate your prompt consideration.
 

-----Original Message-----
From: Rick Archer
Sent: Wednesday, April 11, 2007 2:43 PM
To: Cristal M
Subject: RE: From Cristal M - one of SSQQ student

As stated in our policies, we do not refund tuition in these situations, but we do turn your money into credit towards the next class.  I will have my wife Marla issue you this credit and email you.

 

Example Five:  The Curious Case of Susan      (Hint: It helps to keep track of the dates)

----Original Message-----
From: Susan
Sent: Thursday, October 05, 2006 11:39 AM
To: onlineregistration@ssqq.com
Subject: account ID

Can you pull up my account ID : Susan 07/27?

I remember showing on two different account nos.


-----Original Message-----
From: Online
Sent: Thursday, October 05, 2006 12:55 PM
To: Susan
Subject: RE: account ID

It looks like you have three different account IDs. That is pretty unusual.

s….0728
s….0729
s….0727


-----Original Message-----
From: Susan
Sent: Monday, November 06, 2006 1:07 PM
To: dance@ssqq.com
Subject: Charging Error

I was billed full price for my Adv Salsa 5 class this month and lo & behold!!! It's because I have 3 account numbers in your system… can't figure out why, 'coz for sure who forgets their birthdate?

Please credit my mastercard back and let me know if I need to give you the cc number.


-----Original Message-----
From: Rick Archer
Sent: Monday, November 06, 2006 3:24 PM
To: Susan
Subject: RE: Charging Error

I agree you should have been charged half-price as your history shows you took originally took this class back in March 2006.

However have a problem with your request… I specifically told you a month ahead of time about all three of your account IDs. This is reflected in an email, which I saved dated 10-05-06. You registered OnLine which means if you registered for full price, it was your doing, not ours.

The time to get your refund is at the studio on the night of your first class, which unfortunately started last week.

I will gladly put a $19 credit in your account if this is acceptable to you.

(Note: Susan registered via Online.  She said, '
I was billed full price'  Well, guess what, she billed HERSELF the incorrect amount).


-----Original Message-----
From: Susan
Sent: Tuesday, November 28, 2006 1:20 PM
To: dance@ssqq.com
Subject: Refund

Dear Rick,

Due to multiple account numbers under my name which we got cleared last month, you assured me that my Mastercard will be credited for half the enrollment fee from Advanced Salsa 5 taken under the following accounts:
S….0727 and S…..0728.

I received my statement last week and the credit was not reflected.

Please let me know if you need any other information.



From: Rick Archer
Sent: Tuesday, November 28, 2006 2:39 PM
To: Susan
Subject: RE: Refund

We have placed a $19 credit in your account.


-----Original Message-----
From: Susan
Sent: Wednesday, January 10, 2007 10:26 AM
To: Rick Archer
Subject: RE: Refund

Rick,

I was going over my credit card statement and still cannot find this credit as of my December statement. Please let me know status asap.


From: Rick Archer [mailto:dance@ssqq.com]
Sent: Wednesday, January 10, 2007 10:39 AM
To: Susan
Subject: RE: Refund

Susan, you are not eligible for a refund. You have a $19 credit. As I emailed you on Nov 28 of last year.


-----Original Message-----
From: Susan
Sent: Wednesday, January 10, 2007 10:48 AM
To: Rick Archer
Subject: RE: Refund

I misunderstood then…

I will register for another class today on-line, should I have any problems?



From: Rick Archer [mailto:dance@ssqq.com]
Sent: Wednesday, January 10, 2007 11:19 AM
To: Susan
Subject: RE: Refund

Your credit is listed under s…0729

Unfortunately my wife did not realize your true birthday is July 27th so she put the credit in 0729.  When you go to register, tell them this information to speed things up.


-----Original Message-----
From: Susan
Sent: Wednesday, January 10, 2007 1:26 PM
To: Rick Archer
Subject: RE: Refund

I am trying to register on-line but this credit is not anywhere reflected on the account. I am trying to avoid standing in line so if you can figure this out for me, I'd appreciate it.

Thanks


-----Original Message-----
From: Rick Archer
Sent: Wednesday, January 10, 2007 2:05 PM
To: Susan
Subject: RE: Refund

I understand not wanting to wait, but online cannot handle things like credits, only simple transactions.


(Note: This lady used her credit to register using Walk-in for an Advanced Salsa class in January 2007)
 

OVERVIEW

Commenting on Susan in Example Four, life is short enough as it is without having to answer one email after another written by a person who doesn't pay any attention to what you say.

The curious case of Susan is the reason we stopped Refunding on Overcharges that the student was responsible for in the first place. 

The fact of the matter is that Susan used Online to pay full price for a class she knew was a repeat because she didn't want to stand in the registration line, then tried to make extra work for us by asking for a refund.

We give refunds on the first night of class.  If she had asked for it the first night, we would have given it to her with no questions asked.

In all four examples above, the problem was created by multiple account IDs.  It takes a great deal of effort to merge student IDs and we aren't going to do it.  Just email us and ask for your extra account number and the problem is solved.


Credit:

a) Switching Classes

b) Missed Classes

c)  Switching Classes from One Month to a Later Month is NOT PERMITTED 

Sorry, we will not allow you switch your tuition to a different class in another month AFTER the original month has ended.  We will allow you to switch if you ask within the original month and decide to use your EXCEPTION.

Refund Stories

These articles deal with the ground rules, history, philosophy of the ssqq refund and credit policy.
Deal is Deal
 
Covers the reasons behind the Refund Policy and lists situations
Explains why Group Class Tuition cannot be switched to private lessons
Electronic Transactions
 
Discusses Online Registration and the difficulty of Electronic Transactions
Explains how to handle Double Charges and has the Courtney Walsh Story
Exceptions
 
Talks about our Credit Rules
 
Exceptions Overview
 
Talks about the History of our Credit Rules
 
REFUNDS
 
Home Page for Refunds. Covers the specific Refund Policy
 
Refund Arguments
 
A serious look at 5 case studies from 2005 that explains
why we will no longer even discuss Refund issues
Refund Defeat
 
Must Read for anyone frustrated with the ssqq refund policy.  At least you
can read with satisfaction about the only couple to ever win a refund argument
Refund Overview
 
How other dance studios handle the Refund problem
plus the real-life experience during a ski vacation that shaped our policy
Refund Struggle Easily the best article of the bunch. Two MBAs squared off in a battle royal over
$46 in 2005.

 

REFUND Electronic Transactions Deal is Deal Refund Defeat
Information Double Charges Switching Classes Credits
Exceptions House Rules Refund Overview Refund Struggle


Refund Overview

  • The Couple Who Asked for a Refund Half an Hour After their Class Ended.
     
  • SSQQ On-Line Registration is Wonderful, But Stupid
     
  • So why should you use the SSQQ On-Line Registration System?  
     
  • Double-charges on your Credit Card and more about Refunds.
     
  • The Customer is Not Always Right - Incident One
    The Man Who Tried to Get a Discount for his Girlfriend
     
  • The Customer is Not Always Right - Incident Two
    The Man Who Wanted a Refund He Didn't Deserve
     
  • The Customer is Not Always Right - Incident Three
    The Lady Who Got Two Refunds for Only One Payment
    (or "Why We Will Not Do Electronic Refunds!")
24 Articles on SSQQ Policy
Information Guests & Watching Rudeness No Children Change Partners Crowds/Receipts
Business Policies Questions Dance Widow Same Sex Volunteers Refund Overview
House Rules Private Lessons Group Privates Electronic Trnsctns Deal is a Deal Changes
Refund Wedding Lessons Group Discount Exceptions Exception Overview Tuition Switch
Refund Struggle Refund Defeat Refund Arguments Double Charges Switching Classes New to SSQQ
SSQQ Front Page Parties/Calendar Jokes
SSQQ Information Schedule of Classes Writeups
SSQQ Archive Newsletter History of SSQQ