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Complaints Policy

At KidsFusion, we’re committed to ensuring every party is a joyful, stress-free experience for you and your guests. We understand that sometimes things may not go as expected, and we value your feedback to help us continually improve our services. This detailed complaints procedure outlines how you can share your concerns and what you can expect from us.

 

Step 1: Raising a Complaint

If you experience an issue during or after your KidsFusion party, please notify us as soon as possible. We offer two ways to share your concerns:

  1. Onsite During the Party:
    Speak with your dedicated party staff member or a member of the KidsFusion Party Team immediately. They will do their best to address and resolve the issue on the spot.

  2. Post-Event Feedback:
    If you would like to raise a concern after your party, please contact us within 48 hours. You can reach us via:

 

 

 

Step 2: Providing Details

To help us address your complaint efficiently, please include the following information:

  • Your full name and contact details.

  • The date and time of your party.

  • A clear description of the issue(s) you experienced.

  • Any supporting evidence, such as photos or videos.

 

 

 

Step 3: Our Response

  1. Acknowledgment:
    Once we receive your complaint, we will acknowledge it within 1 working day.

  2. Investigation:
    We will thoroughly investigate the issue by:

    • Reviewing feedback from party staff.

    • Assessing any evidence provided.

    • Checking our records related to your booking.

  3. Resolution:
    Within 5 working days of acknowledging your complaint, we will provide a detailed response. This may include:

    • An apology and explanation.

    • Steps we will take to prevent similar issues in the future.

    • If applicable, a goodwill gesture such as a partial refund, rebooking option, or additional service.

 

 

 

Step 4: Escalation

If you are unsatisfied with our initial response, you may escalate your complaint to our management team. To do so, please reply to the resolution email or contact us directly via email with the subject line: Escalation Request. A manager will review your complaint and provide a final decision within 7 working days.

 

 

 

Step 5: Continuous Improvement

Your feedback is invaluable to us. All complaints are logged and reviewed regularly to improve our services and ensure the best possible experience for future parties.

 

 

 

Contact Information

For any questions or to raise a complaint, please use the following:

Thank you for helping us make KidsFusion better! We’re committed to making things right and ensuring your child’s party is a memorable celebration.

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