How can we help?

Help & FAQs

Getting Started

How do I create a CrewLance Account?

When you book service an account is automatically created for you.  Simply set up your account, choose your password, and you’re ready to go. Alternatively, you can create and log into your account clicking on Login in Menu.

Do you service my area?

If you’re within the Greater London area, absolutely. If we can reach your location within two hours of London, you’re in!:-) We charge travelling cost if the job is outside of 4 zones of London.

What is Skilled, Professional, Elite crew?

Skilled crew means that our crew has labor and event experience of up to 2 years. They are skilled to do basic jobs like loading/unloading and helping set up or break down the event.
Professional is crewman with 2-5 years of experience. They possess knowledge and skill to do more demanding work and can lead teams of more than 3 (Crewchief). They can build sets, exhibition stands, stages, truss framework, work on heights, set up AV equipment, drive specialized machines, etc depending on their specialty.
Elite is crewman with over 5 years of experience who possess a wide-range of knowledge and skills to help you deliver your event, they can lead larger teams of over 10 people.
If you need help deciding what type of crew to choose for your event/job, you can always contact us before.

How much will it cost?

We price based on the number of crew and hours required. Select the numbers and the price is shown instantly on the website.

Do you bring your own work supplies and equipment?

We bring our own essential tool supplies. Let us know of any special requests or if your requirements change and we'll make it happen.

Can I request special tasks or extras?

Sure thing. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

Manage Your Account

How do I log into my account?

You can log into your account clicking on Login link in the Menu.

How do I change my password?

You can submit a password change request on the customer login page that appears after clicking on Login link in the Menu or at https://crewlance.launch27.com/login/

How do I change my address?

Log into your account and update your address in your upcoming booking. Alternatively you can can give us a call and we will update your address for you.

How do I change my credit card?

Log into your account at https://crewlance.launch27.com/login/ and update your card on file.  Your new card will automatically be noted as your default card.

How do I book my first appointment?

Simply go to our booking page and schedule your job online. Alternatively you can give us a call if there are any issues at all.

Pricing & Policies

How can I view my CrewLance credits?

Log into your account clicking on Login link in the Menu and you will see any outstanding giftcards and respective balances. In addition, you can see any referral rewards you have earned for referring a friend.

Can I apply a coupon to an existing appointment?

Absolutely. Simply enter your coupon (giftcard) code into the booking form as you are creating your booking.  Your final price will automatically change to reflect your coupon balance.  At any time you can log into your account and see the balance on any giftcards you have.

Why is discount not working?

Some discounts are for first time customers only and some are for recurring customers only. In addition, some discounts are only one-time, and will not work for future service. There might be a couple reasons why a specific discount code no longer works. Please get in touch if you have any questions.

How do I get paid 5£ for every booking?

We pick a new charity to support each month. You can get 5£ for every job you book with us if you share on social media that you just booked a job. After every booking you should be shown a "Thank you" page with instructions. Just think about it- 100 jobs in a month? No problem, that is 500£ back to you. If you are having any troubles or if you have any questions, please get in touch.

Trust & Safety

Can I trust my crew professional?

All of our folks are interviewed and pass a nationwide detailed background check. Only about 3% of the people that apply end up working as a crewman in Crewlance.

What happens if something goes wrong during my appointment?

If something goes wrong we’re here to make it right. Please let us know right away and we’ll be there to take care of it.  That’s our promise to you!

Is my billing information kept safe and secure?

We have three levels of security in place. First off our booking page is protected by extended validation ssl. Secondly our booking form has it’s own layer of 256 bit security.  Third, credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card).  Rest assured we take security very very seriously.

What is your satisfaction guarantee policy?

If you’re not content with the job our crew has done, we will come again and re-do if possible (within a 7 day window). If you still don’t think we did a good enough job to recommend us, we’ll refund your money.

What is your cancellation policy?

You can cancel your booking completelly or reduce the number of hours up to 24h in advance with no charge. If you cancel or move the job inside the 24h before the booking we will charge you 100% of the booking amount. This is because we had to book crew professionals for your job, and if we let them know on time that your job is not going ahead they might take another job. You can make other changes to your booking up to 12h before the job starts.

Contests and Giveaways

About the prize?

We want to help you with your event by giving you 1 professional Crew member to work 3x 8 hours on your events.
It is up to you if you want to use that credit in one event or split it up on 3 different events.

How do I participate in CrewLance contest?

You can enter the contest in these platforms: Twitter, Linkedin, Facebook and Instagram. The contest requires minimum number of participants of 10.
Please find the original post on each platform and follow the specific instructions for that post (Repost/Share, Like, Tag)
To increase your chances of winning we encourage you to participate on all three, we will allow that.

How will you pick a winner?

We will choose a winner randomly using one of randomisation services.

What is not allowed?

Cheating in any way, please play nice! :-)
Entering the contest from multiple/fake accounts, etc.

What is start/end time?

The contest started on 23rd October 2017. will last for 4 days until 27th October and it ends at the same time the post was published on.
Entries after that will not be considered.