Complaints Policy

Complaints Policy

// Last updated: 5 May 2026 //

The Unusual Space aims to handle complaints fairly, clearly, and without unnecessary delay. This Complaints Policy explains how you can submit a complaint and how we handle it.

  1. How to submit a complaint

  • Email your complaint to [email protected].

  • You may also write to Unusual Companies BV, Vinkenburgstraat 2A, 3512 AB Utrecht, The Netherlands.

  • Please include your name, contact details, order or booking reference if available, the date of the issue, and a clear description of what happened and what solution you request.

  • If relevant, include supporting documents, screenshots, photos, correspondence, invoice numbers, booking confirmations, or payment references.

  1. Response timeline

  • We aim to acknowledge receipt of your complaint within 2 business days.

  • We aim to provide a substantive response within 14 calendar days after receiving the complaint.

  • If a complaint is complex and we need more time, we will inform you within 14 calendar days, explain why more time is needed, and provide a reasonable expected response date.

  1. How we assess complaints

  • We will review the relevant facts, applicable agreement, applicable Website terms, booking or event conditions, consumer rights, payment records, and communications.

  • We may ask you for additional information if needed to assess the complaint.

  • We will aim to offer a fair solution where the complaint is justified, such as correction, explanation, replacement, rescheduling, credit, refund, or another appropriate remedy depending on the situation and your legal rights.

  1. Escalation

  • If you disagree with our response, you may ask for internal escalation. Your complaint will then be reviewed by a person not directly responsible for the first response where reasonably possible.

  • Consumers retain all mandatory rights under Dutch and EU consumer law.

  • Where applicable, consumers may seek advice from relevant Dutch consumer-support organisations or competent dispute resolution bodies. The European Online Dispute Resolution platform is not referenced in this policy because it has been discontinued.

  1. Privacy complaints

  • If your complaint concerns personal data, privacy, cookies, or GDPR rights, we will handle it under our Privacy Policy and applicable data protection law.

  • You may lodge a complaint with the Autoriteit Persoonsgegevens if you believe your privacy rights have been violated.

  1. Contact

  • Email: [email protected].

  • Phone: +31 30 799 60 23.

  • Postal address: Unusual Companies BV, Vinkenburgstraat 2A, 3512 AB Utrecht, The Netherlands.