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Payment terms:

All charges must be settled before the date of the event, or on the night. We accept payment in advance by bank transfer, or at our discretion, by cheque. Payment on the night should be by credit/debit card. We accept all major credit and debit cards (including Amex). Credit terms will not be extended, unless set up in advance and backed up by a Purchase Order issued on company headed paper.

 

Cancellation terms:

If an event is cancelled prior to 8 weeks before the date of the event, the deposit will be refunded less £50. If the event is cancelled prior to 4 weeks before the date of the event, the deposit will be refunded less £150. If the event is cancelled 2-4 weeks before the date of the event the deposit will be refunded less £200. If the event is cancelled less than 2 weeks before the date of the event, the entire deposit will be forfeited.

 

Personal belongings or food left after an event:

We cannot take responsibility for personal belongings left behind. Our staff check the venue at the end of an event and put to one side any personal items they may find, but we are not responsible their safe-keeping for more than 2 days after an event. Any food left in our fridges will be disposed of no more than 2 days after the event. Customers are welcome to return the day after an event to collect decorations, gifts, flowers and food.

 

Complaints Policy & Procedures:

Hammersmith Riverside Events is committed to providing the highest level of service to our customers. if you are not fully satisfied with our services, do not hesitate to let us know.

Once we receive your complaint, we will take the following steps:

  1. We will send you an acknowledgement of your complaint. We may ask you to provide further details or confirmation of facts. You should expect communication from us within 7 days.
  2. We will acknowledge receipt of any further communication from you with further details and will tell you what steps we intend to undertake next.
  3. We will then start to investigate your complaint. We will conduct and interview with members of staff who were involved in providing a service to you and ask for their account.
  4. We will write to you to let you know what steps have been taken, inform you of the outcome of the investigation and propose a solution.
  5. Under certain circumstances and at our discretion we may offer as a gesture of goodwill, a product or the monetary equivalent of its wholesale cost; or a voucher for our services in the future.
  6. We will write to you outlining our final position regarding your complaint and providing our reasoning within 14 days.
  7. Should there be any change to the above schedule, we will contact you and provide an explanation.