The Dive Outfitters Ltd

Our cancelation policy is written on the till receipt when you pay for anything at the store. It is on our website under Refund Policy. If you register on-line, you need to click the "I agree to the Terms and Conditions" which links to the Refund Policy page. When the students pick up their training...

materials at the store, the front page is a bright yellow page that has the Cancelation Policy written right on it. The training materials are picked up well in advance of the start of the course as there is pre-study reading to complete beforehand.Here is our cancelation policy:If you are unable to attend a scuba diving or snorkeling course that you are registered for, please let us know as soon as possible. Refund & Reschedule policy is as follows:A minimum 7 days notice is required to receive a full refund or to reschedule without penalty. All textbooks must be returned (unused and in new condition) to receive the full course fee refund. For online training, training codes must be unused in order to receive full refund. Fees will apply to codes that have been registered in the student's name.A $50 per person administration fee will be withheld from the refund or will be required to be paid if less than 7 days notice but more than 48 hours notice is given. Less than 48 hours notice will result in no refund or rescheduling.Not showing up for or inability to participate in a pool, classroom, or open water training will result in additional charges for making up the required time.We received a call on Thursday morning from Glen's wife (less than 48 hours before the start of the course) that they were BOTH sick with a head cold and would not be able to participate in the course that weekend. I explained that with less than 48 hours notice they would forfeit their fees and would have to reschedule and repay for the course at a later date. I suggested that they at least try to participate in the classroom portion so that they would only need to make up the pool part at a later date for a small fee.Friday around 4pm, Glen called stating that his wife was sick with a head cold and wouldn't be able to do the pool part. I asked him if he was healthy and he said "yes" he was ok to participate but did not want to without his wife. This contradicted what I was told on Thursday by his wife. I suggested that if he is healthy, that he should participate because there was no reason for him not to. And that she come and at least try to do the classroom part so that she only had to make up for the pool part later, which would have only been about $135 extra charge at that later date. He refused to participate even though there was absolutely no reason for him to not participate and said that his wife would not be there either.Our cancelation policy is very visible in numerous places including receipts, website, training materials. They were offered alternatives for partial participation which they refused. I feel like this customer is not taking responsibility for something that was well beyond our control and feels that we should be the ones that financially suffer, rather than them. At that the time they canceled, we had already incurred costs for training materials in their possession, instructor wages, and pool rental fees. They have complained to several organizations in what I can only compare to as a "bullying" campaign in an attempt to resolve the issue in their favour.Seeing as they have chosen to involve the Revdex.com with the situation, I will defer judgment to them and if they recommend that we provide a full refund to this customer based on the facts, then we will gladly do so.