Oh no!! We are so sorry that something went wrong. This doesn't happen often, but when it does we work hard to make it right.
First, write to us at firstname.lastname@example.org and let us know what happened. We will then reach out to the crew and get details from them as well. If necessary, we will initiate the formal complaint process - we will send you the complaint form to fill out and then we work together to assess the cost to repair. From there we will work with the crew to make sure you recover the amount awed to you.