Complaints Procedure

At Crazy-Pix, we are committed to providing a professional, reliable and enjoyable photo booth experience. We understand that occasionally things may not go as expected, and if you have a complaint, we want to make it as easy as possible for you to tell us about it.

We will always aim to deal with complaints fairly, promptly and professionally.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible.

Complaints should preferably be made in writing by email so that we have a clear record of the issue and can investigate it properly.

Please include:

• Your name and contact details
• Your booking date and event details
• Details of what happened
• The reason you are unhappy
• Any relevant photographs, videos or other evidence
• The outcome you would like us to consider

Complaints relating to an event should normally be raised within 14 days of the event.

2. Our Response

We will acknowledge your complaint and, where possible, provide an initial response within 5 working days.

We may need to investigate the circumstances of your complaint, including reviewing booking information, correspondence, photographs, equipment records or speaking with members of our team who were involved.

We will aim to provide a full response within 14 days of receiving your complaint. If the matter requires longer to investigate, we will let you know and provide an indication of when you can expect a further response.

3. Resolving Your Complaint

Where we agree that something has gone wrong, we will consider an appropriate resolution based on the circumstances.

This may include, where appropriate:

• Correcting an error
• Providing replacement or additional services
• A partial refund
• A full refund where appropriate
• Another reasonable remedy agreed with you

Any refund or compensation will be considered on the basis of the actual circumstances and the terms of your booking.

We will not normally offer compensation for matters outside our reasonable control, including circumstances caused by the venue, guests, third-party suppliers, adverse weather, power failures or other events beyond our control, where Crazy-Pix has acted reasonably and in accordance with its obligations.

4. Complaints Made During an Event

If you experience a problem during your event, please tell a member of the Crazy-Pix team as soon as possible.

Where we are given the opportunity to resolve an issue during the event, we will make reasonable efforts to do so at the time.

For example, if the photo booth develops a technical problem, we may be able to restart the equipment, replace equipment or take other reasonable steps to minimise any disruption.

Reporting an issue during the event does not prevent you from making a formal complaint afterwards.

5. If You Are Not Satisfied With Our Response

If you remain unhappy following our response, please let us know why you do not consider the matter resolved.

A further review will be carried out, where appropriate, and we will provide a final response.

We will always try to resolve complaints directly and amicably wherever possible.

6. Our Approach

We will:

• Treat complaints seriously and respectfully
• Investigate complaints fairly
• Keep relevant information confidential
• Avoid unnecessary delays
• Explain our decision clearly
• Take reasonable steps to put matters right where we are at fault
• Use complaints to help improve our service

We ask that customers also communicate with our team respectfully. Abusive, threatening or discriminatory behaviour will not be tolerated.

7. Consumer Rights

This complaints procedure does not affect or limit any statutory rights you may have as a consumer.

Nothing in this procedure is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted.

Crazy-Pix