Transparent.
Fair.

OnDestination strives to give every client an exceptional experience, from the first quote through to the final moment of the event. We take signs of dissatisfaction seriously, because they help us continuously improve our service.

This complaints policy applies to all services OnDestination provides, including packages (Basic, Premium, Deluxe), DJ services, audiovisual technique, light shows, special effects, graphic design, aftermovies and installation service. The policy also applies to services performed by an external party and designated in the agreement as ‘(partner service)’.

A complaint is a written expression of dissatisfaction from a client about:

• The quality or execution of a service provided
• The communication or conduct of staff or contracted partners
• Compliance with agreements, quotes or contracts made
• The processing of personal data (privacy)
• Invoices, payments or refunds
• The handling of an earlier report or complaint

In accordance with article 12 of the OnDestination Terms and Conditions, complaints must be submitted in writing. Please include the following details with your complaint:

• Your full name and contact details (email address and telephone number)
• Date and description of the event or the service provided
• A clear description of the complaint and what prompted it
• Any supporting evidence (photos, screenshots, correspondence)
• Your desired solution or outcome

You can submit complaints through the following channels:

You can also fill in the complaint form on our website for a structured submission.

Complaints about the execution of a service must, in accordance with article 12.1 of the Terms and Conditions, be submitted in writing within 7 calendar days of the date on which the service was performed or should have been performed.

• Complaints about invoices must be submitted before the due date of the invoice concerned
• Complaints about the processing of personal data may be submitted at any time

OnDestination handles every complaint carefully, confidentially and promptly. The following steps are followed:

Where a complaint relates to a service designated in the agreement as ‘(partner service)’, article 11.4 of the Terms and Conditions provides that the actual execution is for the account and responsibility of the third party concerned.

In such cases OnDestination acts as an intermediary and will:

• Forward the complaint to the partner concerned
• Monitor progress and keep you informed
• Support you in pursuing your complaint with the third party

Complaints about the processing of personal data are handled in accordance with the General Data Protection Regulation (GDPR) and the OnDestination Privacy Policy.

You can submit requests for:

• Access to the personal data processed by OnDestination
• Correction of inaccurate data
• Erasure of data (as far as legally permitted)
• Objection to the use of your data for marketing purposes

Privacy requests and complaints should be addressed to contact@ondestination.nl. OnDestination aims to respond to these within 30 calendar days.

If you are not satisfied with the handling of your complaint, you can escalate it by indicating this in writing via contact@ondestination.nl, for the attention of management.

If no satisfactory solution is reached even after escalation, the following options are available:

All complaints are recorded internally, noting their nature, handling and outcome. OnDestination periodically evaluates the complaints received to identify structural areas for improvement in its service.

Complaint data is processed in accordance with the OnDestination Privacy Policy and the statutory retention periods.

OnDestination reserves the right to amend this complaints policy. The most current version can be found at www.ondestination.nl. In the event of significant changes, clients will be notified.