Q: Do I have to give the customer a refund?
To explain simply, I recently started a family business with my family. We do this full-time, we are a logistics transportation company. We don’t have any official written documents that we give customers to sign or anything like that. But to ensure that we’re properly compensated, we take half of the full payment upfront, then receive the rest once we deliver their pet or furniture etc for our customer. We told the customer, we would make it at a certain time, but we ran later than expected because of traffic, and they told us not to come because they would miss their flight. So now they want a full refund. But we tell all our customers, that the deposit is non refundable to ensure the financial safety for both parties. We’re a small business, so we have only done one shipment. He is calling us scammers and threatened to go through all avenues to find me. Are we required to gives a refund? How should we approach this situation please? The route is from Minneapolis to New York City.
A: I don't know how a judge would rule in a civil lawsuit. I don't know if you have done anything illegal, but your post does raise some questions. I am not sure what services you promised. How does traffic become an issue in a 1,800 mile trip? How can they simply refuse service? It seems you haven't even taken possession of the merchandise. Why do they have to find you? What have you done besides take their money?
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