Thanks for the comment… and that’s a cool service you provide!

There are different approaches to a situation like this. When a customer asks for a refund, there are times to give it. I’d argue that for a high-ticket, client-based service like a wedding vendor whose livelihood depends on it, the reason that deposits are non-refundable is that the vendor blocks off the date and turns down all other couples who ask. You can’t make a living if clients can cancel as they feel like it.

However, when a customer never asks for the refund – simply puts up a bad review and then makes an ultimatum – “refund me and the review comes down, don’t refund me and it stays” – I prefer to rise to the challenge.

He disputed the charge with his credit card issuer and I spent and hour building my case as to how he agreed to the non-refundable deposit and why it’s crucial for date-based vendors. His credit card company ruled in my favour last week. I have no objection to his review standing as a shining example of how I deal with hostile customers.

Moral of the story: ask and you shall receive. And: when you don’t ask, you won’t get.

Sadly, he’s not young, and he’s a pretty major businessman. And the funny/sad thing is, he never once emailed me simply asking if he could get his deposit back. Just straight to posting a negative review online months after the fact. Speaks volumes for how he conducts himself in his general affairs.