The Crafter’s Market Network

Operated by Hearthstone Enterprises, LLC

Purpose

The Crafter’s Market Network, operated by Hearthstone Enterprises, LLC (“the Network”), is committed to creating professional, welcoming, safe, and respectful marketplaces for vendors, customers, volunteers, sponsors, venue partners, and community members.

We recognize that concerns and disagreements may occasionally arise. This Complaint Resolution Policy explains how concerns may be reported and how they are generally reviewed and addressed.

Our goal is to resolve concerns fairly, respectfully, consistently, and in a manner that supports the continued success of our events.

1. Who May Submit a Complaint

Complaints or concerns may be submitted by:

Vendors
Customers
Volunteers
Event staff
Venue representatives
Sponsors
Community partners
Members of the public affected by a Network event

2. Types of Concerns

Examples of concerns that may be reported include:

Vendor conduct
Customer service concerns
Policy violations
Safety concerns
Booth presentation issues
Product eligibility concerns
Intellectual property concerns
Harassment or discrimination
Damage to property
Event operations
Accessibility concerns
Organizer or volunteer conduct

This list is not exhaustive, and the Network may review any concern reasonably related to its events, website, volunteers, vendors, or operations.

3. How to Submit a Complaint

Whenever practical, concerns should be reported as soon as possible.

Complaints may be submitted through:

The contact form on the Network website.
Email.
An event organizer or designated event staff member during an event.
Any official reporting method established for a specific event.

To assist in reviewing a concern, please include as much information as possible, including:

Your name and contact information.
Date and location of the event.
Names of individuals or businesses involved (if known).
A detailed description of the concern.
Photographs, videos, or supporting documentation, when available.

Anonymous complaints may be reviewed if sufficient information is provided, although anonymity may limit the Network’s ability to investigate or respond.

4. Immediate Safety Concerns

Concerns involving an immediate threat to health, safety, or security should be reported to event staff immediately.

If emergency assistance is required, contact local emergency services first, then notify Network staff as soon as it is safe to do so.

5. Review Process

Upon receiving a complaint, the Network may, in its sole discretion:

Acknowledge receipt of the complaint.
Request additional information.
Speak with the individuals involved.
Review photographs, videos, documents, or other available evidence.
Consult applicable policies, agreements, and event records.
Determine whether corrective action is appropriate.

Not every complaint will result in formal action, particularly when there is insufficient information to verify the reported concern.

Submission of a complaint does not guarantee that any specific action will be taken.

6. Possible Responses

Depending upon the circumstances, the Network may:

Provide information or clarification.
Facilitate communication between the parties.
Issue a verbal reminder.
Issue a written warning.
Request corrective action.
Require removal of products, displays, or promotional materials.
Require compliance with published policies.
Remove a participant from the current event.
Restrict or prohibit participation in future events.
Refer a matter to venue management or appropriate authorities when necessary.
Determine that no further action is warranted.

Responses will be based upon the facts and circumstances of each situation.

7. Fairness and Confidentiality

The Network strives to review concerns fairly, impartially, and respectfully.

Information relating to a complaint will generally be shared only with individuals who have a legitimate need to know for purposes of reviewing, investigating, resolving, or responding to the matter, or as otherwise required by law.

Although reasonable efforts will be made to protect privacy, complete confidentiality cannot be guaranteed.

8. False or Frivolous Complaints

The Network encourages honest, respectful, and good-faith reporting.

Knowingly submitting false, malicious, fraudulent, or misleading complaints may itself constitute a violation of Network policies and may result in appropriate corrective action.

9. Retaliation

The Network prohibits retaliation against any individual who:

Reports a concern in good faith.
Cooperates during the review of a complaint.
Provides information during an investigation.

Individuals who engage in retaliation may be subject to corrective action, including removal from an event or restriction from future participation.

10. Organizer Discretion

The Network reserves the right to determine the appropriate response to any reported concern based upon:

Available information.
Applicable policies.
Safety considerations.
Severity of the issue.
Prior history, when appropriate.
The best interests of the event, participants, and the Network.

Operational decisions made under this policy are made solely by the Network and are final.

Nothing in this policy creates an obligation for the Network to investigate every complaint or to take any particular action.

11. Continuous Improvement

Feedback and complaints help improve our events.

The Network periodically reviews recurring concerns to identify opportunities to strengthen:

Policies.
Event operations.
Vendor communication.
Safety procedures.
Accessibility.
Overall marketplace quality.

Lessons learned through the complaint process help improve future events throughout the Network.

Our Commitment

The Crafter’s Market Network is committed to addressing concerns professionally, treating every individual with dignity and respect, and fostering marketplaces built upon fairness, accountability, professionalism, and community.

By communicating openly and working together, we continue building safe, welcoming, and successful events that benefit vendors, shoppers, and the communities we proudly serve.

The Crafter’s Market Network is operated by Hearthstone Enterprises, LLC.