Booking Terms and Conditions

Covid Policy

  • Face-to-face services are only available in tier 1 and 2 areas

  • If, after we have taken payment, a tier change means your face-to-face service can no longer take place, you will have the option of exchanging your booking for a virtual service, exchanging for a gift certificate, or cancelling and receiving 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

  • 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

  • If upon arrival at your event, 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

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

  • Standard booking terms and conditions still apply

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 seven 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 are responsible with all costs associated with sending letters back to the character

  • Payment is required in full to secure your booking

Video Calls

  • All video calls will be held via Zoom

  • We are not responsible for internet or technology issues your end

  • Payment is required in full to secure your booking

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

  • Payment is required in full to secure your booking

Doorstep Visits

  • Doorstep visits take place at your front door or back garden (provided that access is available without going inside) and are for your household/bubble only

  • Social distancing must be observed at all times. Please ensure your household remain within two metres of your front/back door and do not approach the character(s)

  • We do have provisions to allow the singing/superhero training activity to take place in mild inclement weather, however heavy rain or other inclement weather may mean that this activity cannot take place. In this case, the length of the visit will be reduced to 15 minutes and you will receive a video message and recording of the song/superhero training activity instead. In extreme conditions, your booking may need to be rescheduled. Imaginacts Entertainment Ltd will make the final decision on whether rescheduling is necessary and will keep you informed

  • Payment is required in full to secure your booking

Zoom Parties

  • Zoom parties are for up to 15 guests

  • We are not responsible for internet or technology issues your end

  • A non-refundable deposit of £50 is required to secure your booking

Deposits

Deposits are non-refundable except in the cases listed under our Covid policy and are required to secure your chosen event date and time. The non-refundable deposit must be paid within seven days of our sending you the booking finalisation link unless otherwise arranged in advance with Imaginacts Entertainment Ltd. The remaining balance is due seven days before the event date. These can both be paid by bank transfer or PayPal from the information provided in the booking finalisation link. 

Events booked less than seven days in advance must be paid for in full at the time of booking. Date and time subject to availability. 

 

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 £0.25 per mile. The distance will be determined by Imaginacts Entertainment Ltd according to the venue address you provide us with.

Customer Cancellation Policy                              

All deposits are non-refundable. If you need to change the date of your event, please try to do so as early as possible so we can reschedule 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. 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. 

 

Disclaimer

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

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Imaginacts Entertainment Ltd

Serving Hampshire including Southampton, Winchester, Romsey, Andover -  and beyond!

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