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

General Points

  • If, after we have taken payment, the UK Government announce a change in the rules or guidelines which means your booking would no longer be acceptable, you will have the option of rescheduling when it is once again deemed acceptable by the UK Government, or you can request that any monies paid for the event be returned to you in full

  • 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 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 we will be very happy to reschedule for a time when everyone in your household has been symptom free for at least two weeks. Your deposit remains non-refundable and you must contact Imaginacts to rearrange within six months of the original booking date

  • 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

  • Other than the points in this section, our standard booking terms and conditions will apply (please see below)

 

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 only - please do not invite guests

  • Social distancing must be observed at all times. Please ensure your household remain within two metres of your front/back door at all times unless otherwise directed by the character

  • Time slots are not exact and are dependent on traffic. In the unusual circumstance that your character(s) are going to be more than 10 minutes late, you will receive either a Facebook or WhatsApp message to let you know their ETA

  • Payment must be received in full no later than 6pm the day before your visit

  • Heavy rain or other inclement weather may result in your booking being rescheduled. Imaginacts Entertainment Ltd will make the final decision on whether rescheduling is necessary and will keep you informed

Covid-19 Policy

Booking Terms and Conditions

Virtual Services

We require a minimum of seven days’ notice for video messages, and a minimum of 48 hours’ notice for audio messages. You will receive your message through a Google Drive link which will be active for 14 days, so we recommend that you download the message within that time frame. Payment is required in full before we are able to send the video link to you.

 

Face-to-face Services

For all face-to-face bookings, a non-refundable deposit of 50% of the total price will be 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 online from 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 beyond a radius of 20 miles from our base in Romsey, Hampshire (we are unable to serve the Isle of Wight) at the rate of £2.50 per five miles – for example, if your location is 27 miles beyond our base, you will be charged £5.00 in travel expenses. 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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