Booking Terms and Conditions

Covid-19 Policy

We are now able to accept provisional face-to-face bookings but there are some very important terms and conditions in place to help keep everyone safe:

  • If anyone in your household/bubble is presenting symptoms including a high temperature or a persistent cough in the two weeks leading up to your event date, please inform us and you can choose to exchange for a virtual service, exchange for a gift certificate to use when everyone has been symptom free for at least two weeks, or cancel and receive a full refund

  • Imaginacts Entertainment Ltd is not to be held liable for any illness that may occur during or following an event

  • Should our performer(s) be unwell or presenting any symptoms and we are unable to find a replacement, you can choose to either reschedule your booking, or cancel with a full refund - we will endeavour to give you as much notice as possible in this case

  • We have character appropriate masks available and you are very welcome to request that your character wear one - this is entirely at your discretion

  • If upon arrival at your event or at any time during the booking, the performer feels that any of our conditions are not being observed, they will have to leave your event and no refund will be given

  • Other standard booking terms and conditions still apply

Bookings before 21st June​​:

  • Your booking must take place outdoors in a garden or other outdoor space which is accessible without going indoors at all and which is large enough to accommodate your and your guests plus your chosen character

  • As per the government guidelines, private outdoor gatherings are permissible from the 17th May with up to 30 people - this includes children

  • One parent/guardian must be present for the booking

  • You and your guests must keep a distance of at least two metres from your chosen character(s) at all times, however it is at your discretion how you choose to manage social distancing amongst your guests

Bookings after 21st June:

If the Government announce a delay to the last phase of the four step plan which affects your booking with us, we will be in touch to explain how this will affect your event. We will endeavour to fulfil your booking in line with the Government rules and you will not be entitled to a refund.​​​


A non-refundable deposit is required to secure your booking with us. For all services with a value of £50 or more, the deposit is 50% of the total value. For all services with a value of less than £50, payment is required in full.  All deposits must be paid within seven days of our sending you the booking finalisation link unless otherwise arranged in advance with Imaginacts Entertainment Ltd.

Remaining balance payments are due two days in advance of your event date and time.

Events booked less than two days in advance must be paid for in full within one hour upon receipt of the booking finalisation link.


Pen Pal Service

We require at least seven days’ notice for this package. If you book the three-letter service, you will receive the second and third letters within 14 days of our receipt of your responses (we are not responsible delays caused by postal services). If you choose not to respond, you will receive one letter per month. You can choose to reply digitally or by post. If you choose to reply by post, you are responsible with all costs associated with sending letters back to the character.

Video Calls

All video calls will be held via Zoom. We are not responsible for internet or technology issues your end

Video Messages​

You will receive a Google Drive link to your message which will be kept active for at least 14 days. We recommend that you download your message upon receipt so you can keep it forever.


Zoom Parties

Guest limits for Zoom parties are as follows:

  • Half hour – up to eight screens

  • One hour – up to 15 screens


We are not responsible for internet or technology issues you encounter. Should our performer(s) encounter technology issues, we will endeavour to reschedule for later the same day.


Travel Expenses

A small travel fee is chargeable if your booking will take place in a location outside of our normal service areas (SO, SP10 and SP11 postcodes) at the rate of 25 pence per mile. The distance will be determined by Imaginacts Entertainment Ltd according to the venue address you provide us with.

The travel fee applies for every three characters booked, so for example, if you book four or five characters, the travel fee will apply twice.

Customer Cancellation Policy                              

All deposits are non-refundable (except in the case of Covid). If you need to change the date of your event, please try to do so as early as possible so we can schedule another date and time for your event (all new dates subject to availability). If cancelled less than 48 hours before the day of the booking, then the full booking fee is non-refundable. 

Imaginacts Cancellation Policy 

In the very rare case that Imaginacts Entertainment Ltd are unable to send your pre booked character to your event due to unforeseen circumstances, we will 

1. contact you and mutually agree to send an alternative character to fulfil your booking to prevent a cancellation 

2. should we be unable to supply an alternative character for your booking either because we have no availability or because we do not have an available character you deem suitable, your booking fee (including deposit) will be completely refunded 

Behaviour Policy 

Our performers are there to entertain the children and not to manage any behavioural issues as this detracts the enjoyment of the children who are engaging appropriately. In order to provide the best service for the children as a group, it is your responsibility to manage any inappropriate or unsafe behaviour. We allow a maximum of 30 guests at any of our Meet & Greet, Celebration, and Jamboree packages. Our performers are not responsible for any children at an event and at least one Parent or Guardian must be in attendance for the duration of the booking. Our performers retain the right to leave the event if at any point they feel threatened, harassed or otherwise unsafe. 

Photo Policy 

Imaginacts Entertainment Ltd may take photos and videos at events for our own promotional activities which may be used on our website and/or social media. We will always gain your agreement in advance if we plan to do this. We may use any photos and videos of your booking you send to us in the same way. 

Accident or Damage Policy 

Imaginacts Entertainment Ltd and/or our performers are not liable for any damages or injuries that may occur at any Event. 

We reserve the right to charge you for any damage to our property including equipment, wigs and costumes caused by intentional or reckless behaviour by any of your guests. 



We are not affiliated with any other companies and any character similarities or resemblance is purely coincidental.