[WA] [WA] What do I do if my terminally ill client’s family is threatening legal action for not refunding payment for unused sessions despite my refund policy?
I have a client who has unused massage sessions. The client knows there are no refunds on sessions, but the family is upset about the unused sessions and is accusing me of being predatory since she has terminal cancer.
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Before you respond to the family, gather all relevant documentation. Your agreement with the client is central—especially what it says about refunds, expiration, and whether sessions can be transferred. If the client acknowledged the no-refund terms, especially in writing or over a long period, that’s very helpful.
Collect:
- Signed intake forms or agreements
- Payment records
- Session logs
- Texts or emails showing she understood the policy
Also:
- Notify your liability insurer and review your coverage
- Ensure all your advertising and credentials make it clear that you offer acupressure, not acupuncture
When writing your response:
- Acknowledge receipt of the certified letter
- State that services were provided under a clearly defined agreement
- Reference your no-refund policy and the client’s acknowledgment
- Clarify that acupressure does not involve needles or regulated acupuncture practices
- Remain professional, factual, and non-defensive. You might include:
- “As outlined in the agreement dated [insert date], sessions are non-refundable and must be used within [insert timeframe].”
- Also mention your long-standing professional relationship with the client and her expressed wishes regarding therapy.
You might consider a cease-and-desist letter if their conduct escalates. Their actions—restricting your access to your client, interfering with services, and making false accusations—could constitute tortious interference with business relations. This is a valid claim if you can show they knowingly disrupted a valid contract or business relationship.
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I have a client who has unused massage sessions. The client knows there are no refunds on sessions, but the family is upset about the unused sessions and is accusing me of being predatory since she has terminal cancer.
Lexi, Chatbot
I'm sorry to hear about the situation with your client and their family. Have you already explained the no-refund policy to them?
Yes, my client understood and agreed to it. We've worked together for several years. The family sent me a certified letter saying if I don’t remit the remaining funds by the 19th, they will take legal action. They’re also accusing me of unlawful acupuncture, but I’ve drafted a letter explaining I perform acupressure, not acupuncture.
Lexi, Chatbot
Are there any specific concerns or requests from the family regarding the unused sessions?
They just want the funds.
Lexi, Chatbot
Is there anything else the lawyer should know before I connect you?
Yes.
Jon
Hello, and thank you for reaching out! I’m Jon, a licensed attorney with over 13 years of experience. I’ll do my best to make things clear and provide you with the guidance you need.
Do you want to know if the family has a legitimate claim?
Yes—and what would be a good response to their letter? I’ve drafted a response, but I want to make sure it has legal basis. I’m also unsure if the client is still alive. Should I send you the letter I drafted?
Lexi, Chatbot
What state are you located in?
Washington State. I also have concerns about the family’s conduct. My client told me during home visits—last one was two weeks ago—that the family doesn’t take her to alternative therapies, which she wanted.
Here’s my other concern: I have verbal confirmation from my client that if the family tried to stop me from seeing her, I should reach out to her daughter. I did, but the sister responded, demanding I refund the money. The daughter isn’t receptive to anything I say about the family’s behavior.
On all of our forms, it states that sessions are non-refundable. I treated this client for over two years. She even asked to prepay for additional sessions to ensure she could continue therapy, since her family didn’t support it. Now they’re not allowing me to visit her. The funds are unused only because I wasn’t allowed to treat her. I’m not sure if she’s still alive. The refund request came from her phone, but I suspect her mother used it.
Jon
Before you respond to the family, gather all relevant documentation. Your agreement with the client is central—especially what it says about refunds, expiration, and whether sessions can be transferred. If the client acknowledged the no-refund terms, especially in writing or over a long period, that’s very helpful.
Collect:
- Signed intake forms or agreements
- Payment records
- Session logs
- Texts or emails showing she understood the policy
Also:
- Notify your liability insurer and review your coverage
- Ensure all your advertising and credentials make it clear that you offer acupressure, not acupuncture
When writing your response:
- Acknowledge receipt of the certified letter
- State that services were provided under a clearly defined agreement
- Reference your no-refund policy and the client’s acknowledgment
- Clarify that acupressure does not involve needles or regulated acupuncture practices
- Remain professional, factual, and non-defensive. You might include:
- “As outlined in the agreement dated [insert date], sessions are non-refundable and must be used within [insert timeframe].”
- Also mention your long-standing professional relationship with the client and her expressed wishes regarding therapy.
You might consider a cease-and-desist letter if their conduct escalates. Their actions—restricting your access to your client, interfering with services, and making false accusations—could constitute tortious interference with business relations. This is a valid claim if you can show they knowingly disrupted a valid contract or business relationship.
I’m worried I don’t have documentation specifically addressing “end of life.” I simply told my client that the extra sessions were non-refundable. She never expressed any concerns about that, and now I suspect she may have passed.
Jon
That’s understandable. Even without explicit “end-of-life” language, your client’s clear acceptance of your no-refund policy—especially over a long relationship—is key. Continue to act consistently with that established policy. Given the legal threats, consult a local attorney immediately.
What type of attorney should I be looking for? I’ve worked with personal injury attorneys for car accidents but not for anything like this.
Jon
You need a business litigation attorney, or one who specializes in commercial disputes. They can assist with contract enforcement, business torts like interference, and drafting formal legal responses.
Is there legal action I can take regarding loss of income? I feel the family’s interference has cost me business. This was a steady source of income, and now it’s gone. The last session, my client mentioned feeling light-headed, and I reassured her it wasn’t due to the therapy. That was our last in-person conversation.
Jon
Yes, your lost income concern is valid. The family's conduct could support a claim for tortious interference with business expectancy, especially if they disrupted a valid client-provider relationship. An experienced local attorney can help you explore this and potentially send a cease-and-desist or file a claim.
Jon
We’ve gone quite a bit beyond a single question. I can't fully review your case here, and this is not a private consultation. I hope the information I provided was helpful and addressed your main concerns. If you need further help, post a new question or consult a local attorney.
Thanks. I’ll try to find an attorney to help. I was hoping to resolve this with a certified letter, but now I think I need to address it more directly so they don’t escalate it.
Jon
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