If something has gone wrong, we want to hear about it. This page explains how we handle complaints, based on our Terms and Conditions. Capitalised terms have the meaning given in the Terms. In case of conflict, the Terms and Conditions prevail.

What you can complain about

• A Deliverable that does not meet what we agreed. That means it does not match the confirmed Request, does not fit the Brief or your brand guidelines, is not technically sound in the agreed format, resolution and length, or does not use the Source Material you supplied.

• Our service, our communication or an invoice.

• The way we handle personal data (see “Complaints about privacy” below).

A difference in taste within the Brief is feedback, not a complaint. For matters of taste, use the Feedback Rounds that come with each Delivery.

If you disagree with the number of Points charged for a Request, a shorter time limit applies (see “Time limits” below).

How to make a complaint

Send your complaint in writing, by email to info@newwaywork.nl or through My NWW. The Terms also accept complaints made in Chat.

Please include:

• your company name and contact details;

• the Request and the Deliverable concerned, with a link or the date of Delivery;

• what is wrong, with timecodes, screenshots or examples where possible;

• which part of the confirmed Request or the Brief is not met; and

• the solution you would like.

Time limits

• A complaint about a Deliverable: within 14 days after Delivery of the final version.

• A hidden technical defect: within 14 days after you discovered, or should reasonably have discovered, the defect.

• A dispute about Points: within 5 Working Days after Delivery.

• A claim for damages: report it in writing within 14 days after you discovered, or should reasonably have discovered, the damage. Any claim lapses 12 months after the event that caused the damage.

If you do not complain about a Deliverable in time, it is deemed to conform to the Agreement.

What happens next

• We confirm that we have received your complaint.

• We investigate. We compare the Deliverable with the confirmed Request, the Brief and the Source Material, and we talk to the Editor and team lead involved. We may ask you for more information.

• We tell you in writing whether we consider the complaint justified and propose a solution.

We give an initial response to a complaint within one Working Day, Monday to Friday. We investigate it within a reasonable time, tell you the expected next step and let you know if the investigation takes longer. The first-response commitment is not a promise to resolve every complaint within one day.

If your complaint is justified:

• we remedy the Deliverable within a reasonable time, without charging extra Points; and

• if a remedy is not possible, we credit a proportionate number of Points to your Balance. Points are never exchanged for money.

Termination of the Agreement is excluded for Deliverables that have already been delivered, unless mandatory law provides otherwise.

If we do not consider your complaint justified, we explain why in writing.

Escalation

If you are not satisfied with how your Editor or team lead handles your complaint, you can escalate it to the founder at info@newwaywork.nl. Please mention that you are escalating an existing complaint.

If we cannot resolve the matter together, Dutch law applies and the dispute can be submitted to the Rechtbank Midden-Nederland, as set out in the Terms.

Complaints about privacy

Questions and complaints about how we handle personal data can be sent to info@newwaywork.nl. Our Privacy Policy explains how we process personal data and which rights people have.

When we edit footage for a client, that client is the controller of the personal data in the footage. People who appear in the footage should normally contact the client first. We help the client respond, as set out in our Data Processing Agreement.

Anyone whose personal data we process also has the right to lodge a complaint with the Dutch Data Protection Authority, the Autoriteit Persoonsgegevens (autoriteitpersoonsgegevens.nl), or with the supervisory authority in the EEA country where they live or work.

Payment during a complaint

A complaint does not suspend your payment obligations. Invoices remain payable while we handle your complaint. The only exception is that Points you dispute within 5 Working Days after Delivery are not charged while we discuss them.