Cancellations
Clients have a ‘cooling off period’ up to 14 days from the date of the confirmed booking form unless booked less than 14 days before the event date. Cancellations made during this time will not incur a charge. Dynamique Dance will also cancel bookings where deposits have not been paid by the deposit deadline.
Once the deposit has been paid no refunds will be made should the client decide to cancel the booking. If for any reason Dynamique Dance are forced to cancel the booking (for example extreme weather conditions, staff illness etc) after the deposit has been paid then a refund will be offered. (In our 4 years of business we have only ever had to cancel one party due to snow.)
Complaints
After your booking has taken place you will receive a customer satisfaction survey via email. We welcome constructive criticism and this acts as a monitoring tool for staff, helps to build up customer testimonials and feedback is regularly listened to and applied to improve services.
However in the unlikely event that you have cause for complaint then a written complaint must be received within 24 hrs of the booking taking place by the person who made the booking. If receipt of the complaint has not been received via email then please call as a matter of urgency to check it has been received. Complaints made after this date will be acknowledged but no action will be taken.
Following an investigation which will include talking to all staff members involved and yourself and any other relevant third party a response will be made verbally or in writing. If we agree to be at fault a part refund may be offered. You will have 48hrs to supply your sort code and account number details for the refund, failure to do so will result in no refund taking place. Time limits have been introduced to ensure a quick turn around. The complaint must be made by the person who booked the party and their account details given for any refund.
Please note we are not obliged to provide a refund and would only do so if:
-A staff member failed to attend a booking (a no show)
- The service was agreed to be poor by both parties
Each complaint is judged on a case-by-case basis and all decisions are final.
Similarly our staff have the right to work without intimidation and abuse which is why payment is requested in advance. Staff must also be safeguarded against unscrupulous individuals who may make up events for a cheaper booking. If any client is found to be acting inappropriately (for example making threats of not paying, intimidation and threatening behaviour) then the staff member has the right to leave the booking for their own health and safety, in these cases no refund will be made.
Please note that refunds are made only in extreme cases as a goodwill gesture and are not common practise.
Please rest assured that Dynamique Dance provide bookings every weekend and 99.8% of clients are delighted with our service, our testimonials speak for themselves!