18/07/2025
*IMPORTANT ANNOUNCEMENT ALL CUSTOMERS STATEMENT FROM MANAGING DIRECTOR*
Hello,
In a very rare post I am going to have to speak badly about this business that I love so so much.
We are finding ourselves in a position more and more where customers are cancelling bookings at the last second and/or not telling us at all that they have cancelled and just disappearing or not paying invoices. I absolutely understand things happen, life happens, love ends, family passes we have been there too!
However, people over ordering, deciding differently or what have you is leaving us in a position where we are financially out of pocket, cancelling your booking or going no contact close to your date leaves us in a position where we cannot resell that date, staff are booked on shifts, prep work/costs have gone in and been paid and then we are out of pocket.
Just this month so far alone we are out of pocket £1000 in revenue plus pre booking costs - this cannot continue. Every customer has terms and conditions you agree too by paying deposits and are sent to you all with any invoice you have from us.
We cannot afford to keep taking on the financial strain of lost revenue and costs because circumstances have changed for our customers, I cannot say to my staff or my mortgage company I can’t pay them because of a-z reason and yet we are fielding this financial burden from others.
Just a gentle reminder to our customers, you can all chop, change, cancel, add, have as any phone calls, video calls, venue walk rounds or whatever with my team to get you where you need to be and plan the best day! But the terms do state any cancellations after three months before the hire date will mean the full balance still needs to be paid.
We have never enforced this part of our terms due to trying to help our customers when horrible things in life happen, but we cannot continue to do this any longer and I hate to think we are being taken advantage of in this way.
From now on, as stated in all of your terms before 3 months, no more than 50% invoice value can be cancelled, after 3 months nothing else can change and cancellation will still mean full payment.
I have always said and will shout from the rooftops to you all, PLEASE get wedding insurance to cover anything untoward happening as it would cover these cancellation costs.
I hate with all my being to have to be this way but I too have employees to pay and family to feed. I am very sorry to all of our lovely customers who this will effect now and in the future, it is a case of the minority and majority I’m afraid.
Since 2020 we have delivered 100’s of amazing days for you all and we want it to continue. But we have to be able to pay our bills to get there.
Negativity over, back to the excitement of the wedding season. See you on the next one!
All my love,
Taylor
Managing Director and Owner
Haybales and Chandeliers Ltd
