Santa’s Grotto – Terms & Conditions of Hire

By making a booking with Santa’s Grotto Hire (part of Cottle’s Castles), you confirm that you have read, understood, and accepted these terms and conditions. Any booking received by phone, email, online form, or in person will be considered as full acceptance of these terms.

1. Cancellations Beyond Our Control
On rare occasions, unforeseen circumstances such as severe weather, traffic delays, vehicle breakdowns, or staffing issues may prevent us from fulfilling your booking. Should this happen, we will provide a full refund of any payment made.

2. Delivery & Collection Times
We aim to deliver and set up our equipment before midday and collect after 5pm. For venue hires, we will work to the times agreed in advance. If installation is delayed due to factors outside our control, we will extend collection to ensure you receive your full hire time.

3. Payments

A 20% non-refundable booking fee (rounded to the nearest £10) is required at the time of booking, payable via our website.
The outstanding balance must be paid in full on the day of hire, either in cash or through the secure payment link we provide.
Please see our cancellation section for further details.

4. Hire Location Requirements

Equipment dimensions listed on our website are approximate – please ensure there is sufficient space at your venue.
It is the customer’s responsibility to measure accurately and confirm adequate access. If our team arrives and the equipment cannot be safely installed, the customer remains liable for the full hire cost.
Outdoor inflatables must be set up on flat, clear ground. For indoor hires, please ensure there is enough ceiling height to accommodate the inflatable.
A 240V mains electricity supply is required. If your location does not have a circuit breaker, you must inform us beforehand so we can provide an RCD.
We do not deliver to communal or shared spaces such as public greens or shared gardens. Bookings made for such spaces will still be charged in full.

5. Property & Access

We cannot be held responsible for any damage caused to narrow access points (less than 3ft wide), steps, fences, doors, or interiors when moving heavy equipment.
Please move vehicles in advance so our team can access the set-up area.
Any underground pipes or cables must be declared before installation, as we use metal stakes to secure equipment.

6. Conditions of Use

A responsible adult (18+) must supervise the equipment at all times.
Age/height restrictions stated on our website must be followed.
No one under the influence of alcohol, drugs, or intoxicants may use the equipment.
Shoes, jewellery, and sharp objects must be removed.
No food, drink, pets, chewing gum, face paint, silly string, or party poppers are permitted.
Equipment must not be overcrowded – follow maximum user limits stated.
Users must not climb on walls, roofs, or sides of inflatables.
Slides must always be used feet-first.
Do not wet inflatables – a £100 charge will apply if water damage occurs.
Pregnant individuals and those with back, neck, or heart conditions must not use the equipment.
Customers must regularly check anchorage points, mats, fans, and electrical safety throughout the hire.
Smoking, candles, BBQs, and heaters are strictly prohibited near the equipment.
Equipment must not be moved after installation.

7. Weather Conditions

Inflatables will not be hired in high winds. If gusts exceed 24mph during your hire, stop use immediately and turn off the blower.
During heavy rain, users must be removed until conditions improve and equipment is dry.

8. Cleaning & Damage

Equipment is supplied clean and sanitised. Excessive mess will result in a £50 cleaning charge.
Permanent staining or damage will be charged at the cost of replacement.
Ball pit balls must be bagged ready for collection – a £20 charge applies if this is not done.
Customers are responsible for any damage or loss during the hire period, excluding normal wear and tear.

9. Health & Safety

Extension leads must be covered or positioned safely to prevent trips, this is the customers responsibility.
Children and pets must be kept away from blowers and electrical cables.

10. Cancellations by Us
We may occasionally cancel due to extreme weather or other unavoidable circumstances. In these cases, you will receive a full refund. Light or moderate rain will not result in cancellation – most of our inflatables have built-in rain covers. We will not bring our red carpets when rain is forcast for outdoor booking

11. Cancellations by the Customer

The 20% booking fee is non-refundable.
Bookings can be rescheduled once only (not the day before hire).
If you cancel the day before or on the day of your hire, the full outstanding balance remains payable and may be collected automatically from your provided payment details.

Santa / Father Christmas Hire – Additional Terms & Conditions

These terms apply specifically to the hire of Santa / Father Christmas services and apply in addition to our general hire terms.

1. Booking & Minimum Hire

• Santa hire is charged at £150 per hour
• Minimum booking is 3 hours (£450 minimum spend)
• Elves are available at £80 per hour per elf, with a minimum of 3 hours
• Christmas Eve and Christmas Day are charged at double rate

Bookings are not confirmed until the booking fee has been paid and written confirmation has been issued.

2. Booking Fee & Payment Terms

• A 20% non-refundable booking fee is required to secure your date
• The remaining balance is due no later than 7 days before the event, unless otherwise agreed in writing
• The booking fee covers reservation of the performer, preparation, and loss of availability for other bookings

3. Cancellation & Late Cancellation

• Cancellations made more than 7 days before the event will forfeit the booking fee only
• Cancellations made within 7 days of the event will result in the full balance becoming payable

By signing and agreeing to these Terms & Conditions, you authorise Cottles Castles Ltd to charge the card on file for the full outstanding balance in the event of a cancellation within 7 days of the booking date.

Cancellations due to weather, low attendance, change of plans, venue issues or budget changes do not waive charges.

Date changes are treated as cancellations unless agreed in writing.

4. Performer Substitution

In the unlikely event that the booked Santa is unable to attend due to illness or circumstances beyond our control, we reserve the right to provide a suitable replacement Santa of equivalent professional standard.

No refunds will be issued solely due to performer substitution.

5. Scope of Santa’s Role

• Santa provides entertainment and interaction, not childcare
• Santa does not supervise children without a responsible adult present
• Parents, guardians or event organisers remain responsible for children at all times
• Santa does not manage queues or crowd control unless staffing has been booked

6. Queue Management & Event Flow

• The client is responsible for providing suitable queue management unless staffing has been booked
• Santa may adjust interaction length to suit event flow, safety and fairness
• Interaction times per child are not guaranteed
• Delays caused by poor queue management or late access do not entitle the client to refunds or extensions

7. Performance Flexibility

Santa may adapt his performance style to suit the event, including:
• Fast-paced meet-and-greet interactions at busy events
• Longer, more personal interactions in grotto settings
• Performing shows, storytelling or interactive performances where agreed

Performance decisions on the day are final and made in the interests of safety, fairness and event success.

8. DBS & Safeguarding

• Santa holds an enhanced DBS check
• DBS clearance does not replace parental or organiser supervision
• Physical contact is limited, appropriate and child-led (e.g. high-fives or posed photos)

9. Additional Santa Services

Additional services such as:
• Phone calls from Santa
• Video messages
• Promotional video content

Are provided by separate agreement. Once delivered, these services are non-refundable.

Recording, reproduction or commercial reuse of Santa’s image or voice is not permitted without written consent.

10. Media & Promotion

• Event photography and filming is permitted
• Santa’s likeness may not be used for future advertising or commercial promotion without written permission
• Promotional videos supplied by Santa are subject to agreed usage terms

11. Access, Power & Environment

• Client must provide safe access, suitable space and (where required) power
• Delays due to restricted access, unsuitable conditions or late setup may reduce performance time without refund

12. Travel & Coverage

• No travel fees apply within London and surrounding counties
• Events outside this area may incur mileage, accommodation or early-access requirements
• Client is responsible for parking access and any associated charges

13. Force Majeure

We accept no liability for cancellations due to circumstances beyond our control, including severe weather, illness, venue closure, strikes or government restrictions. Where possible, bookings may be rescheduled at our discretion.

14. Complaints & Issues

Any issues must be raised during the event or within 24 hours. Complaints raised after this period may not be considered.