Recharge Pilates & Barre

I called the owner of the company questioning why I wasn't able to get a refund on a pre-paid class. My wife pre-paid for herself and a friend and unfortunately were late for the class. Upon arriving to the class they were informed that they were not allowed in the class (business policy states they can not enter the class once it has started). I agree with this policy. They also mention that they have the right to give away the reserved spot. Which I also agree with. This is a business and they have the right to earn money. But, my issue is they collected the money for my wife + 1 already, plus also gave away their spots and charged another two people the fees. At this point I requested a refund since they were able to collect fees for the two spots my wife was late for. I understand they should keep the money if they couldn't fill the spots that were reserved, since the reservation prevented other people from signing up for the class. However I truly believe by keeping the reserved spot money PLUS collecting fees for another two spots and not refunding the late comers is very poor business practices. I spoke to the owner of this establishment, and unfortunately she was very defensive and wouldn't let me properly explain my feelings. She ended hanging up on me and refused to give me a refund for $36.Product_Or_Service: Pilates InstructionDesired SettlementI am requesting a refund of $36, fees that were collected from my wife + 1, that were collected again when this establishment gave away the two spots.Business Response I received a message from this customer's husband and promptly returned his phone call. I called him back within 30 minutes to discuss his request for a refund. On that call, customer's husband verbally abused me, the business owner, calling me a "thief", "greedy", and "unethical"; all before even explaining his wife's situation, or even giving me her name. Unfortunately, this customer was 30 minutes late for a class that she pre-paid. For safety reasons, I could not let her attend and she forfieted her spot in a class. All of our policies are stated online, and within the text of every email we send to confirm these appointments. The customer's husband even stated that he knew that his wife was wrong in this situation and understood our need to have policies in order to run our business and to protect the rights and safety of others. He just wanted us to "bend the rules" for his wife in this instance (his words), and became furious when I declined to do so.In spite of this customer knowingly violating our policy, and her husband's acknowledgement of that, and his abusive treatment towards me, I promptly refunded his wife $48. I also sent the customer an email alerting her of this refund, along with further explanation of our policies.