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AGMBris
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Hi

Yes it is a tricky one, (because rules are rules right?) but I think the good will that you would send in refunding may outweigh the negative effect of sticking to your guns. It must be a hard one to stick to with families who struggle on restricted incomes nowadays.

Perhaps a meeting half way might work well here – allowing you to enforce your terms but I guess be open to bending them a little to assist the family. Just a thought.

Good luck