TERMS & CONDITIONS

Haven Talks Studios also referred to as ‘HTS’ or ‘we’ for the purpose of this document. The ‘client’ can include but is not limited to the lead contact, podcast and the members at the time of purchase/booking, named business.

 

IMPORTANT LEGAL NOTICE

These are the legal terms and conditions under which we supply services listed on our website https://www.haventalks.co.uk ("our site") to you. Please read these terms and conditions carefully before purchasing packages/paying for services. By placing an order to purchase any of our packages/services, you agree to be bound by these Terms and Conditions together with our Website Terms of Use and our regardless of whether or not you choose to register with us. These Terms and Conditions tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

 

INFORMATION ABOUT US

https://www.haventalks.co.uk is operated by Haven Talks Studios LTD (“HTS” "we" “us” “our”). We are a company registered in England and Wales under company number 14277346 and with our registered office at Make It Bow Haven Talks Studios, 5 Hancock Road, London, England, E3 3DA. Our UK VAT number is 100 5694 47. Our email address is info@haventalks.co.uk.

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PAYMENTS / CANCELLATION(S) / RESCHEDULING

1. All payments must be paid in full prior to Haven Talks Studios (HTS) rendering any services including reserving booking slots.

2. When rescheduling, HTS must be notified a minimum of 24 hours before the booking start time. HTS must be provided with a new date, start time and number of microphones when making a rescheduling request. The new booking date must be within 3 months of the date of payment. If not, the booking will remain as scheduled or forfeited if not attended as scheduled.

3. Single service bookings (any service that is not described as a block booking) can only be cancelled within 24 hours of purchase in order to receive a full refund.

   • However, if a single service booking was purchased 24 hours before the booking start time then the booking is final and cannot be rescheduled or cancelled as we require a minimum of 24 hours prior notice of cancellation.

4. Block package orders can only be cancelled within 24 hours of package purchase in order to receive a full refund.

   • If any service within the block package order is used, the remaining block order services are no longer eligible for a refund.

   • The individual who purchases the block package and / or any service is responsible for any booking codes and links they may receive and how they choose to share them with others. HTS is not liable/responsible for how recording time is used. However, cancellation request must be made a minimum of 24 hours before the booking start time.

   • Hours purchased as part of a *block package must be used within 3 months* from the date of purchase, and cannot be scheduled or rescheduled beyond this point.

5. All single service packages (i.e not part of block packages) must be used within 3 months of the date of purchase and cannot be scheduled or rescheduled beyond this point - this will not be extended.

6. All single service bookings (i.e not part of block packages) can only be rescheduled up to a maximum of 3 times within 3 months of the date of purchase.

7. A service/package can be upgraded, but cannot be downgraded.

   • ​In order for the package to be upgraded, the difference in price must be paid before any services are rendered.

   • Change requests and payment must be received a minimum of 2 hours prior to booking otherwise changes may occur during your session time or we may not be able to amend the service at all.

   • Suite swaps will incur a £7 administration fee

8. The client is agreeing to our terms & conditions when doing business with us.

   • Associates of the client will have to abide by HTS terms & conditions whilst onsite.

9. Anyone associated with the client / present at the request of the client / acting on the behalf of the client will be the responsibility of the client.

10. If the client’s associates breach HTS policy, both the client and their associate will be held responsible.

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CONTENT

1. All changes to the set will be carried out by HTS staff. Only staff can move furniture and touch equipment.

2. Content must be downloaded within 7 days of receipt. 

3. It is the responsibility of the client to download content and/or communicate problems regarding accessibility or quality within the 7 day period. Do not expect to be reminded to download content/report issues before the end of the 7 day period. Assistance will not be provided outside of this timeframe.

4. Download your content to a desktop device, i.e a laptop or computer or hard drive with sufficient storage - not a mobile, i.e iPhone. We are not responsible for content after transfer.

5. 1080p visual quality content will be delivered within 2 days of your completed session (not including bank holidays).

6. 4K visual quality content will be delivered within 3 days of your completed session (not including bank holidays).

7. On the rare occasion that content cannot be sent within the agreed SLA, HTS will notify you as soon as possible.

8. If you believe you have not received your content, or been informed of a content transfer delay within the agreed SLA it is your responsibility to contact HTS by the 4th day after your recording session.

9. As HTS do not offer technical support, therefore assistance regarding download and or editing of content is limited.

10. HTS are not liable for any issues regarding uploading content to streaming platforms.

11. HTS require post-production instructions within 28 days of receipt of payment/completion of recording session (whichever is the most recent). If valid instructions are not provided within this time, then the services are forfeited and the client is not eligible for a refund and the services cannot be carried over and/or extended beyond this point. Post production instructions should be completed via the JotForm we send to the client email address provided to us. Editing instructions for reels and audiograms should be sent to info@haventalks.co.uk.

12. Post production / edited content requires a 3 day turnover from the time of receipt of valid editing instructions.

13. We will communicate via the contact information provided upon payment, unless instructed otherwise by the payee.

14. Changes to packages and/or services must be requested by the individual who made payment, unless instructed otherwise by the payee.

15. Content will only be delivered to the individual that made the payment unless instructed otherwise by the payee. 

16. We will only send content to the email address provided when purchasing a service/package. This email address can only be changed by the payee, unless instructed otherwise by the payee.

17. Haven Talks Studios reserves the right to refuse to record, store, retain or distribute content that, in our reasonable opinion, may constitute unlawful content or expose the studio to legal liability. This includes content that may amount to harassment, unlawful discrimination, malicious communications, or other criminal or unlawful conduct under applicable UK law.

18. We may also decline to retain or distribute content that presents a serious and foreseeable risk to the safety, security or legitimate interests of our staff, clients or business. This does not prevent lawful criticism, opinion or discussion.

19. HTS reserve the right to end a session and not issue a refund if content is in breach of the aforementioned UK laws.

20. HTS reserves the right to suspend or terminate a session where, in our reasonable opinion, the content or conduct involved may constitute unlawful conduct or expose HTS, its staff, clients or other persons to a serious and foreseeable legal or safety risk.

21. Where a session is terminated as a result of the Client’s conduct or content, HTS may retain payment for services already provided and any reasonable costs incurred as a result of the termination. Any remaining balance or refund will be considered in accordance with the circumstances of the termination and the applicable terms and conditions.

22. Editing - You have 28 days from the date of recording to provide us with full edit instructions via the editing form (full video edit, reels and audiograms). If we do not receive instructions within this time, the service(s) will be forfeited with no refund. The deadline will not be extended under any circumstance. It is the client's responsibility to provide the required information before the 28 day period comes to an end.

    • There is one free/complimentary revision round after the initial content is sent. However, the revisions may incur a discretionary fee if the editor has to change, add or remove something that was not on the original editing form.

    •  Content edited by HTS must be downloaded within 7 days of file transfer. Content will be deleted after the 7 day period comes to an end.

23. ‘Add-ons’ (i.e full video edit, reels, audiograms, additional cameras, live edit) are non-refundable.

 

OUTSTANDING HOURS SCHEME​

1. Only hours purchased as part of a block booking can be placed in the Outstanding Hours balance.

2. Hours must be placed in the Outstanding Hours scheme no less than 24 hours before the scheduled recording session.

3. Hours cannot be placed in the Outstanding Scheme to avoid cancellation/rescheduling within 24 hours of your booking start time.

4. All hours and services in the Outstanding Hours scheme must be used with 3 months of the date of payment. Any hours and services not used within this time will be forfeited and no refund will be issued.

5. It is the responsibility of the client to ensure all outstanding time and services are used within 3 months of the date of payment.

6. HTS reserve the right to suspend the Outstanding Scheme at any time. If this does occur, HTS will honour whatever time/services remain within the agreed 3 month period or issue a refund. *HTS will choose* whether to honour or issue a refund for the outstanding time/service.

 

PROHIBITTED

1. Arrive no more than 15 minutes before your session. The 15 minutes can be used as a buffer period to prepare so that the booking can begin on time. HTS are not required to allow the client or their associates into the building/studio outside of the 15 minute grace period.

2. Your booking start time cannot be changed within 24 hours of your booking or after your agreed start time has passed.

3. If you arrive or begin late, your session end time will not be amended.

4. HTS must be notified of the number of attendees when making the online booking. Any changes to the number of attendees must be agreed with HTS a minimum of 2 hours before the booking start time.

   • If HTS are notified of changes in the number of recording attendees/set changes inside the 2 hour grace period, the changes may take place during the client’s session and the client will still be expected to end at the scheduled end time.

   • Only individuals recording or attending a studio tour are permitted onsite, unless previously agreed with HTS. Studio tours are limited to 4 attendees.

   • Any individuals not recording will not be permitted onsite if not agreed with HTS a minimum of 48 hours before the session start time.

   • This must be approved by HTS a minimum of 48 hours before the session start time.

5. The non-recording attendee must remain in the suite that is being used, but cannot sit at the engineer station.

6. If the non-recording attendee is acting on the client’s behalf as a videographer or any capacity regarding the client’s content they are not to intervene with the work of the HTS engineer / staff. HTS do not require assistance regarding engineering/production/service provision.

7. No animals/pets permitted onsite. If you require a service animal you must provide valid documentation evidencing their status as a service animal upon request and we must be notified at the time of purchase/payment. If we are not provided with prior notice and/or proof, the booking will be cancelled with no refund.

8. HTS must provide approval of any animal onsite a minimum of 48 hours before your session start time.

9. No smoking or vaping permitted onsite/in the building.

10. No food or drink in the studio. We also do not provide food or drinks.

11. No children permitted onsite unless they are included in the recording and accompanied by an adult over the age of 21.

12. Attendees under 16 years old must be accompanied by someone 21+ years old.

13. HTS reserve the right to request to see *valid government ID*. If valid government ID cannot be provided the booking will be cancelled and no refund will be issued.

14. If HTS property or the building it occupies is damaged / stolen, HTS reserve the right to:

    • File charges with the police

    • Cancel all current and future bookings amounting to the cost to repair or replace damaged or stolen items.

    • Offer no (£0) or partial a refund

    • Withhold the release of content until stolen items are returned undamaged, or HTS receive a full reimbursement of the cost of damage/stolen property.

    • Take the client to court for the cost of damage repair / stolen property.

    • All of the above

15. Disrespect/abuse of any kind will not be tolerated. HTS reserve the right to cancel a booking if the client has been verbally or physically abusive, vandalised/damaged equipment or property. If the issue occurs within 24hours of the booking/during a booking a refund will not be issued.

16. If HTS or building staff are physically abused, property or equipment is vandalised/damaged no money will be refunded, despite the type of booking/service.

17. If HTS or building staff are verbally (inc. in writing) or physically abused, remaining block booking time/block service(s) outside the 24-hour notice period may be cancelled and/or refunded up to a maximum of 50%.

18. HTS reserve the right to refuse to work with a group or an individual.

19. Any breach of our Terms and Conditions can result in service cancellation prior or during a client booking with no refund, this also applies to non-recording services.