Cottle’s Castles — Terms and Conditions of Hire

1. About us and your booking

1.1 These terms apply to equipment hired from Cottles Castles Limited, trading as Cottle’s Castles (“we”, “us” or “our”).

Company number: 14792373, registered in England and Wales.
Registered office: The Arcade, 12 Farnham Road, Romford, England, RM3 8EB.
Email: info@cottlescastles.co.uk
Telephone: 01708 918668
Telephone hours: 8 am–7.30 pm.

1.2 “You” means the person or organisation making the booking. If booking for an organisation, you must have authority to act on its behalf.

1.3 Read these terms before booking and contact us if anything is unclear. We will make them available before you commit and provide a copy with your confirmation.

1.4 Online bookings are confirmed, and a binding contract is formed, when you complete the booking and pay the required booking payment or full balance.

For bookings made by telephone, email or WhatsApp, we will provide the terms and booking details before payment. Your booking is confirmed when you pay the booking payment or full balance requested on our invoice.

1.5 We will email confirmation showing the equipment, hire date, venue, agreed timings, total price and special arrangements. Please check it and promptly report errors. Not receiving the email does not, by itself, mean a completed booking is unconfirmed.

1.6 Changes to equipment, venue or other arrangements require agreement. We will explain any price difference before you decide whether to proceed.

1.7 Nothing in these terms removes your statutory rights.

2. Prices, payment and card authorisation

2.1 The total booking price, including delivery charges and applicable taxes, will be shown before booking. Optional extras are added only with your agreement.

2.2 Unless full payment is requested, a booking payment of 20% of the total booking price, rounded up to the nearest £10, is required. An amount already divisible by £10 is not rounded further.

For example, a £150 booking requires £30; a £175 booking requires £40.

2.3 The exact booking payment will be shown before payment. It forms part of the booking price and is not an additional charge.

2.4 Unless otherwise agreed in writing, the balance is payable on the hire day before equipment is made available for use, by cash or our payment link.

2.5 If payment is not received when due, we may withhold use. Any resulting cancellation charge is assessed under Section 3.

Additional card payments

2.6 Where the cardholder expressly accepts the separate authorisation below, they authorise us to save their card securely through Square and collect amounts properly due for:

Cancellation under Section 3, less payments already received.
Damage, repairs or replacement under Section 11, including robotic lawnmower damage under Section 9.
Additional cleaning and ball-bagging under Section 11.
Failed collection under Section 4.

2.7 We will apply any relevant Damage Waiver before calculating the amount payable. This authorisation does not permit duplicate charges or amounts for which you are not responsible.

2.8 Late cancellations: If you cancel on the hire date or preceding calendar day, we may charge the authorised card on the scheduled hire date. We will email the amount and calculation before processing payment. No additional advance notice period applies.

2.9 Other additional charges: Before charging your authorised card, we will email an itemised invoice and relevant supporting evidence.

Cleaning, ball-bagging, failed-collection charges and damage charges below £250 may be collected on the same day as that email, without an additional advance notice period.

For damage charges totalling £250 or more arising from the same incident, we will give at least 14 calendar days’ notice before collection. This threshold applies to the amount payable after any Damage Waiver. We will not split a damage bill to avoid the notice period.

2.10 Contact us promptly if you believe a charge is incorrect. If you raise a genuine dispute before collection, we will pause collection of the disputed amount while investigating and responding. We will notify you of the revised payment date before collecting any amount subsequently due.

If payment has already been collected, you may still dispute it. We will refund any amount found not properly due. Your statutory rights and rights through your card provider remain unaffected.

2.11 While valid authorisation remains in place, a fresh signature is not required for each payment, subject to Square’s requirements and any card-issuer authentication. We will provide a receipt.

2.12 Permission must come from the cardholder. If another person pays, we must obtain their authorisation before collecting additional payments from their card.

2.13 The cardholder may withdraw permission for future card payments by contacting us or their card issuer. Amounts properly owed remain payable by another method.

2.14 Without valid card authorisation, we will invoice additional amounts properly due, normally payable within 14 days. Contact us promptly about disputed amounts.

2.15 Once the booking is complete and additional charges are resolved and settled, we will remove the saved card through our booking system unless the cardholder separately authorises retention for future bookings. Transaction and authorisation records are retained separately under our privacy notice.

Separate cardholder authorisation

☐ I am the cardholder and authorise Cottles Castles Limited to save my card securely through Square and collect cancellation, damage, additional cleaning, ball-bagging and failed-collection charges properly due under these terms.

Late-cancellation charges may be collected on the scheduled hire date after email notification. Cleaning, ball-bagging, failed-collection and damage charges below £250 may be collected on the same day that the itemised invoice and relevant evidence are emailed. Damage charges of £250 or more from the same incident, after any Damage Waiver, require at least 14 calendar days’ notice. Section 2 explains disputes, withdrawal of authority and card removal.

3. Cancellation and date changes

3.1 Tell us as soon as possible if you wish to cancel, by email or telephone. We will confirm receipt.

3.2 Cancellation before the day preceding hire: Our standard cancellation charge is the booking payment—20% of the total booking price, rounded up to the nearest £10. This contributes towards administration and losses from reserving equipment and making it unavailable to other customers. Additional payments will be refunded, subject to clause 3.4.

3.3 Cancellation on the hire date or preceding calendar day: A charge of up to 100% of the booking total, including any Damage Waiver charge, may apply, subject to clause 3.4. Payments already received count towards it. The waiver payment is not refunded separately or charged again. Outstanding amounts may be collected under Section 2.

3.4 Cancellation charges will not exceed our reasonable net loss. We will take reasonable steps to minimise loss and account for costs saved and replacement bookings that reduce it. We will reduce charges where appropriate and explain the calculation on request.

3.5 Any refund due will be made within 14 days of establishing the amount, including following a later recalculation.

3.6 These charges do not apply where you cancel because of our breach or exercise an applicable statutory cancellation right.

Changing your date

3.7 You may change the hire date once, subject to availability. Requests must reach us at least two calendar days before the original hire date. Changes cannot be requested on the hire date or preceding calendar day.

3.8 Existing payments transfer to the agreed replacement booking. We will explain any price difference before you agree.

3.9 A date change takes effect when confirmed by us in writing. If no replacement is agreed, the original booking remains unless cancelled. Cancellation is assessed under clauses 3.1–3.6.

Cancellation by us

3.10 If we cancel before delivery because we cannot safely or otherwise provide the booking, we will refund all payments for the cancelled booking, including the booking payment and Damage Waiver charge. You do not have to accept a credit or replacement date.

3.11 Where delivery cannot proceed because you have failed to meet clearly stated site or access requirements, Section 5 applies.

4. Delivery, collection and overnight hire

4.1 Standard daytime hire: Unless different timings are expressly agreed, delivery and setup will be before 12 noon, with collection from 5 pm onwards. Precise times depend on our route.

4.2 Enter your party start and end times when booking. We use these to plan deliveries and will make reasonable efforts to complete setup before your party starts. Entering these times does not, by itself, guarantee earlier setup or collection after your party ends.

4.3 If you require setup before a particular time earlier than midday, contact us before booking. Expressly agreed timings will be recorded in your confirmation.

4.4 If you need equipment beyond 5 pm, select overnight hire for £40 per booking, subject to availability and suitable security, unless we expressly agree another arrangement.

4.5 Venue bookings: Tell us access, party and required departure times before booking. Delivery and collection must fit the arrangements expressly agreed. Allow time for setup before use and dismantling afterwards.

4.6 An authorised adult must attend delivery and the safety handover. Arrange access for collection within the notified window.

4.7 If delayed, we will contact you as soon as reasonably possible and discuss appropriate alternatives or remedies. Later collection compensates for delayed delivery only if you agree. Statutory rights remain unaffected.

4.8 We will not materially substitute equipment without agreement. If the booked item is unavailable and no alternative is accepted, we will refund the affected part of the booking.

Overnight collection

4.9 Overnight equipment is usually collected in the early afternoon the following day, but collection may be required from 7 am, particularly when booked for another hire. Overnight hire does not guarantee use throughout the following day.

4.10 We will text a collection time or reasonable window by the previous evening. Provide a working mobile number and check our message. Contact us before our telephone line closes if you have not received it. Any subsequent change requiring earlier access must be agreed with you.

4.11 You or an authorised adult must be present, awake and available throughout the notified window. Equipment must be ready, gates unlocked, vehicles moved and access clear.

4.12 If we arrive within the notified window but cannot gain access, we will make reasonable attempts to contact you by knocking, calling and texting. We will normally allow at least 15 minutes for access before recording a failed collection.

4.13 Where your failure to provide access delays or prevents collection, you are responsible for reasonable, evidenced additional costs and reasonably foreseeable net losses directly resulting from it. These may include additional staff time, a return journey and lost net hire income if we cannot fulfil another booking and cannot reasonably avoid that loss.

We will minimise losses where reasonably possible and will not recover the same loss twice. A full additional hire charge does not apply automatically.

4.14 Failed-collection charges follow Section 2. They do not apply to the extent the failure results from our arriving outside the notified window, failing to give the stated notice or another failure on our part.

4.15 Delayed collection does not automatically permit continued use. If our collection is late, we will agree reasonable security arrangements and will not charge additional hire solely because of our delay.

5. Site suitability, access and permissions

5.1 Before booking, check the equipment’s total operating-space requirements, height clearance, surface and access needs. Allow for safety clearances, blowers and associated equipment.

5.2 Access requirements vary. Some items need three feet—0.91 metres—of clear width; smaller items may fit narrower routes. Contact us before booking if any part of your route is narrower than three feet.

Measure the narrowest usable point and disclose steps, slopes, tight corners, low clearances, indoor access and obstacles. Width alone does not establish safe access. We may request photographs or further measurements.

5.3 The setup area must be clear and suitable, without animal waste, sharp objects or other hazards.

5.4 Obtain necessary landowner or venue permission for delivery, installation and anchoring.

5.5 Communal gardens and shared spaces require our written approval before booking. Provide details of access, use, supervision and security and obtain necessary permissions. Approval remains conditional on the actual site matching the information supplied and being safe.

5.6 Tell us about known underground pipes, cables, irrigation systems and other services that anchoring could affect.

5.7 We may refuse or stop unsafe installation. If this results from inaccurate information or failure to meet clearly stated requirements, we may charge our reasonable resulting net loss, accounting for costs saved.

5.8 You will not be charged for failed installation caused by our inaccurate equipment information or failure to follow an agreed arrangement.

6. Your property and anchoring

Delivery through your home

6.1 Bouncy castles and associated equipment are heavy, bulky and awkward to manoeuvre. Although we take reasonable care, moving them through a home carries a risk of marks or damage to flooring, door frames, thresholds and steps.

6.2 Contact us before booking where access is through your home so we can assess the route and discuss precautions. Clear the route, move obstructions and disclose fragile surfaces or fittings.

6.3 If you are uncomfortable with the risks of indoor access, do not book until a suitable alternative route or arrangement has been agreed.

6.4 Our team may decline to proceed where the route presents an unreasonable risk of damage. We are not responsible for pre-existing damage or damage caused solely by hidden weaknesses we could not reasonably identify despite taking reasonable care. We remain responsible for damage caused by our failure to exercise reasonable care and skill.

Artificial grass and concrete

6.5 We do not currently offer installation requiring anchoring into concrete.

6.6 Artificial grass must have soil beneath it suitable for anchoring pegs. We cannot install on artificial grass over concrete or another base preventing safe pegging into soil. Check what is underneath before booking.

6.7 Pegs must pass through the artificial grass into the soil. This punctures the surface and may leave visible holes or marks after removal.

6.8 Watch the installation video linked in the booking form before booking. It illustrates the method and possible appearance afterwards, but does not guarantee an identical result at your property.

6.9 Expressly authorise this method through the booking form and obtain the property owner’s permission where necessary. If you do not accept the resulting punctures and possible marks, do not book installation on artificial grass.

6.10 We are not responsible for punctures and marks necessarily resulting from the agreed method when performed with reasonable care. This does not exclude responsibility for additional damage caused by our failure to exercise reasonable care and skill.

6.11 Installation remains subject to our assessment that the soil provides safe anchorage.

7. Handover, supervision and safe use

7.1 Staff will explain operating and safety rules to the responsible adult and leave written inflatable instructions. Ask about anything unclear before use.

7.2 A responsible adult aged 18 or over must attend the handover. Equipment must not be used until setup and handover are complete.

7.3 A responsible adult who understands the instructions must supervise continuously, remain attentive and enforce the rules. Anyone impaired by alcohol or drugs must not supervise.

7.4 If supervision changes, the outgoing supervisor must explain the instructions to the replacement before they take over. Keep written instructions available.

7.5 Follow equipment-specific user numbers, height and age limits, health restrictions and rules on adult use. Separate larger and smaller users as instructed.

7.6 Unless specific equipment instructions provide otherwise:

Remove shoes and sharp or loose items.
Keep food, drinks, gum, silly string, party poppers and pets off equipment.
Water-based face paint is permitted only subject to Section 11.
Do not smoke or bring flames, heaters or barbecues near equipment.
Do not climb or hang on walls or roofs.
Use slides feet first and as instructed.
Do not allow intoxicated people to use equipment.
Do not deliberately wet equipment intended for dry use.

7.7 Do not move equipment, alter anchoring or interfere with blowers and electrical connections. Keep children and animals away from these components.

7.8 Carry out the checks explained at handover, including anchoring, mats, blower connections and unobstructed airflow. Staff measure and record inflation pressure during setup.

7.9 Stop use if supervision is unavailable, equipment develops a fault or conditions become unsafe. Evacuate safely, prevent further use and follow supplied instructions. Do not attempt repairs.

8. Weather, electricity and generators

Wind monitoring

8.1 We provide an anemometer and wind-recording sheet for every outdoor inflatable booking. At handover, we demonstrate their use and explain the equipment’s wind-speed limit. Do not operate an inflatable outdoors without a working anemometer.

8.2 The responsible adult must measure and record wind speeds before use and at least every 30 minutes during operation, following supplied instructions. Check more frequently when conditions change.

Remain alert to gusts and unsafe conditions between readings; do not wait for the next scheduled check. Forecasts and phone apps do not replace on-site measurements.

8.3 If wind or gusts reach 24 mph, or a lower equipment-specific limit, stop use immediately, evacuate safely and follow shutdown and deflation instructions. Stop sooner if conditions appear unsafe.

8.4 Following a wind-related shutdown, keep the inflatable out of use and contact us. Waiting 30 minutes or obtaining one lower reading does not, by itself, establish safe conditions. Restart only in accordance with equipment-specific instructions and our advice.

Rain and weather-related refunds

8.5 Forecast rain showers do not automatically mean cancellation. Rain covers do not make equipment suitable for all conditions.

8.6 We may cancel before delivery if weather makes safe installation or operation unsuitable. We will notify you as soon as reasonably possible and refund all payments for the cancelled booking, including the booking payment and Damage Waiver charge.

8.7 If you cancel while we can safely provide the booking as agreed, Section 3 applies.

8.8 Where equipment has been safely installed and handed over as agreed, we do not offer a refund or credit solely because subsequent weather changes interrupt or shorten use.

This does not exclude a remedy you are legally entitled to, including where we failed to exercise reasonable care in assessing conditions, installation or providing the agreed service.

8.9 Stop use whenever conditions become unsafe, including heavy rain or slippery surfaces. Follow supplied instructions before resuming. Payment does not justify unsafe use.

Electrical supply

8.10 Provide a suitable mains supply within the distance specified for your booking.

8.11 Before delivery, tell us if the socket lacks working RCD protection or you are unsure whether suitable protection is fitted. Disclose known electrical faults, damaged sockets and other concerns.

8.12 We do not supply a separate plug-in RCD as standard. We carry a portable RCD and provide one where required. Notify us beforehand so suitable arrangements can be made.

8.13 An RCD does not make a faulty supply safe. Do not use a supply known or reasonably suspected to be unsafe. Unresolved concerns require assessment by a competent person.

8.14 Do not move connections, add extension leads or bypass protection without our agreement. Follow the arrangements explained at handover.

8.15 If power fails, a blower stops or protection trips, stop use and evacuate safely. Do not repeatedly reset protection or restart until the cause has been addressed.

Generators

8.16 Full operating and safety instructions will be given to the responsible adult on delivery, including safe shutdown, cooling, refuelling and restarting. Ask about anything unclear before staff leave.

8.17 Follow those instructions throughout the hire. Never refuel a generator while it is running or hot.

9. Robotic lawnmowers and automated garden equipment

9.1 Tell us before delivery if a robotic lawnmower or other automated garden device could enter the delivery route or an area occupied by our equipment.

9.2 Before arrival, switch it off, disable scheduled and remote starts, and securely store it or physically prevent it reaching our equipment. Maintain these precautions until collection is complete, including overnight and while equipment is deflated.

9.3 Do not rely solely on docking, pausing, sensors or programmed boundaries.

9.4 If someone else controls the device, arrange for these precautions to be followed. Contact us before delivery if this cannot be achieved.

9.5 You are responsible for damage resulting from failure to meet these requirements, including accidental or automatic restarting. This includes damage to inflatables, blowers, tubes, mats, cables and associated items.

9.6 This damage is excluded from the Damage Waiver. Charges are assessed under Section 11.

9.7 If a device reaches equipment, stop use, keep people away and contact us. Do not attempt repairs.

9.8 This section does not make you responsible to the extent damage results from our negligence or breach.

10. Equipment ownership and overnight security

10.1 Equipment remains our property. Do not lend, sub-hire or move it elsewhere without written agreement.

10.2 Take reasonable care to protect it from loss, theft, damage and unauthorised use between handover and collection.

10.3 Overnight hire requires a fully enclosed garden with a lockable gate. Confirm this before booking.

10.4 Equipment may be used after dark and throughout the night where its instructions permit, subject to continuous adult supervision and all weather and safety requirements.

10.5 Lighting must allow the supervisor to see users clearly and make entrances, mats, access routes and surrounding hazards visible. Disco lights alone are insufficient where they do not provide adequate visibility.

10.6 When use ends or supervision becomes unavailable, stop use and follow shutdown instructions. Lock the gate when equipment is unattended. Do not remove anchoring or move equipment.

10.7 Report loss, theft or damage promptly. Report suspected theft to the police and provide a reference where available.

10.8 Verify that anyone collecting equipment is authorised by us. Contact us if unsure.

11. Cleaning, damage and replacement

Responsibility and assessment

11.1 You are responsible for reasonable loss or damage resulting from failure to take reasonable care, breach of these terms or misuse by people you permit to use the equipment. Any applicable Damage Waiver takes priority for covered accidental damage.

11.2 You are not responsible for fair wear and tear, pre-existing damage, inherent defects or loss attributable to our negligence or breach.

11.3 We will charge reasonable, evidenced repair costs. If repair is impractical or uneconomic, an appropriate replacement value may be charged, taking account of age, condition and remaining useful life.

11.4 We will not charge lost hire income resulting from equipment damage. This does not remove the separate failed-collection provisions in Section 4.

Cleaning and face paint

11.5 Routine cleaning following normal use is included.

11.6 Water-based face paint is permitted. Oil-based and other non-water-based face paints are not.

11.7 Check regularly for transferred face-paint marks and clean them promptly. Use only the cleaning product and method we approve for the equipment.

11.8 Contact us if marks do not come off. Do not use bleach, solvents, abrasive products or unapproved chemicals. Keep users away during cleaning and ensure the area is dry and free from slippery residue before resuming.

11.9 Permanent face-paint staining is excluded from the Damage Waiver, including accidental staining from water-based face paint. Where you are responsible under clause 11.1, reasonable restoration or necessary replacement costs apply under clause 11.3.

Other permanent staining is assessed against the waiver’s coverage and exclusions where applicable.

Mud and excessive cleaning

11.10 In wet or muddy conditions, ensure shoes are removed and muddy feet or socks cleaned or changed before users enter or re-enter. Keep entrance mats reasonably clean and prevent avoidable mud being carried onto equipment.

11.11 Normal outdoor dirt or wet weather alone does not trigger an excessive-cleaning charge. Substantial contamination caused by failure to follow these precautions may require additional cleaning.

11.12 Excessive-cleaning charges normally start at £50. More extensive work may cost more, depending on additional labour, materials and necessary specialist treatment. Charges reflect reasonable costs incurred and will be reduced where those costs are lower.

11.13 Return ball-pit balls to the supplied bags. A £20 charge applies if our team must collect and bag them. The same work will not also be charged as cleaning.

11.14 We will provide an itemised explanation and relevant evidence. Charges follow Section 2. We will apply any relevant waiver and will not charge twice for the same work or loss.

12. Photographs

12.1 We may take photographs reasonably needed to record equipment condition, installation, access, damage or incidents. These may support booking administration, disputes and insurance claims, as explained in our privacy notice.

12.2 We may use equipment-only photographs on our website and social media. Before publication, we will check that they do not identify customers or guests or reveal private addresses or personal details. We will crop or obscure identifying features where necessary and will not publish customer names, addresses or location tags.

12.3 Tell us before delivery if you do not want photographs from your booking used for promotion. This will not affect your booking. You can also request removal from channels we control afterwards.

12.4 An objection to promotional use does not prevent retaining photographs reasonably needed for safety, booking records, disputes or insurance.

13. Contact, incidents, complaints and our responsibility

13.1 Call 01708 918668 between 8 am and 7.30 pm, or email info@cottlescastles.co.uk. We do not provide overnight telephone support.

13.2 Outside telephone hours, report accidents or serious equipment faults by email, including your booking reference, what happened and a contact number. Emails are not monitored continuously overnight; we will follow up when the office reopens.

13.3 Stop use immediately if equipment is faulty or conditions are unsafe, keep people away and follow supplied shutdown instructions. Do not attempt repairs. Following a serious fault, do not restart until we have confirmed it is safe. Weather-related shutdowns are governed by Section 8.

13.4 For an emergency involving immediate danger or serious injury, call 999. Do not wait for a response from us.

13.5 Send complaints with your booking reference and details. We will acknowledge them and explain the next steps. Delay in reporting does not automatically remove your rights.

13.6 We are responsible for reasonably foreseeable loss or damage caused by our breach or failure to exercise reasonable care and skill.

13.7 We do not exclude liability for death or personal injury caused by negligence, fraud or anything that cannot lawfully be excluded.

13.8 Personal information is handled as explained in our separate privacy notice, provided with the booking information.

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 a 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.