If you do not agree with these policies, please do not use our services.
Communication: Email will be our primary means of communication. Email allows multiple employees to see your conversation history, so that everyone is on the same page. It also means that all questions, changes, and information is documented in writing, so there is never communication discrepancies. We respond to most emails within 48 hours, with the exception of the weekends. You are always welcome to call or text, but we are not always able to answer if we are out of the office, at another party, or on another call. You are encouraged to schedule a phone call ahead of time so that we can be sure we are available.
Deposit: A $50.00 deposit is required at the time of booking to secure your party or event date. You have 24 hours from paying your deposit to receive a full refund of your booking deposit if you wish to cancel for any reason. Bookings and deposits are non-refundable after the initial 24-hour period. Payments may be made through Bank Transfer, or Credit/Debit Card.
Balance: The total invoice balance must be paid, at MINIMUM, 72 hours before your party. If your total amount is not paid at least 72 hours before your party you will incur a $10 late fee (up to $30 total). It is imperative that your total amount is paid in advance so that Fairytales & Friends may have the appropriate time to process your booking. Your performer appreciates tips for a job well done.
Additional Time: The client understands that a timely departure is necessary in order for the Performer to safely commute to his or her next event. If a Client wishes a Performer to stay longer than the booked time, the Client must speak to the performer at the party about the matter. Staying additional time is at the discretion of the Performer. If additional time is needed the performer must be paid an additional $30 per additional 15 minutes. This must be paid in cash or via check at the time of the party before the additional time begins. If payment for the additional time is not collected the Performer will leave as planned. If a Performer foresees that a party could run longer than expected, she or he may pull aside the parent and discreetly ask if the parent would like the performer to stay longer.
Cancellations: If a client chooses to cancel a party due to weather or unforeseen circumstances or illness, the client may reschedule the event based on availability. Events can be rescheduled once, free of charge, as long as the rescheduled date is available. If the client wishes to reschedule more than once then the client will be subject to a 15% rescheduling fee. If the client is canceling/rescheduling the day of the event, a 30% rescheduling fee will be charged. Please have a rain plan for your event.
Location: Proper accommodations will be provided by the Client. If rain occurs and the event has been scheduled outdoors, it is the responsibility of the Client to arrange for an indoor event. Water for each performer should be provided by the Client. For temperatures above 85 degrees Fahrenheit the party performers must have access to shade and a place to cool off. Activities may be affected depending on the conditions. Please have an inclement weather plan for your event.
Performer Preference: A Client’s performer request is based on availability of performers and is NEVER guaranteed or promised. Character performers may vary from those in promotional pictures. We can guarantee that all performers are professional and will give your child a magical experience.
Activities: All party activities are listed on the website and available upon request. Unless requested for alternative activity options, the Performer(s) will perform the Party Activities listed on the website. A Performer may alter activities if he/she sees the need during the party.
Changes to Party Start Time: When you book us we need to know the time you are booking the character for. Changes in party start time by request of the Client will be accommodated at the discretion of the booking team and are based on availability. Any changes must be made more than 48 hours from the party date.
Changes to Party Length: Changes in party length by request of the Client will be accommodated at the discretion of the booking team and are based on availability. Any changes must be made greater than 48 hours before the party date.
Allergies: The client must inform Fairytales & Friends of any allergies to food or products such as nail polish, latex, acrylics, temporary tattoos, or face paints prior to the event or party. The client understands that Fairytales and Friends are NOT responsible for any injuries or allergic reactions that occur at your event.
Photo Release: Our assistants may take photos at your party as a training or marketing tool. Any photos you publicly post to any of our social media pages and any photos taken are hereby signed as released to be used by Fairytales & Friends for website, social media, and promotional use. If you do not want any pictures of your party released you must specify this in your contract.
Damage: We understand that accidents happen, however, the Client may be held responsible for any damage deemed EXCESSIVE to costumes and property of Fairytales & Friends during the Client’s event. The cost to replace/repair damaged/broken costumes or materials will be billed to the Client.
Activities: Fairytales & Friends purposefully plans plenty of activities and games so that the performer never runs out of things to do with the children. If the Client has a request for the activity order preference they should make this known at least 48 hours before the party. If no preference is given, it is up to the discretion of the Performer to decide the activity order. All performers are trained to read the room and lead activities in the order they feel best suits the needs of their guests. The performer will do their best to complete all activities, however, not all activities may fit in the allotted scheduled time.
Liability: The Client agrees to hold and keep harmless Fairytale & Friends and its performers from any and all property damages and/or bodily injury damage caused by the Client or any/all guests. Fairytales & Friends nor any of its contractors or employees are responsible for any damages that occur to any persons or properties for any client or company. Client agrees to not hold Fairytales &Friends responsible for inclement weather or other Acts of God that may cause delayed start time of the event. Client understands the risk of hosting event and agrees not to hold Fairytales & Friends or it’s performers responsible for any illness contracted at event including flu, colds, or COVID-19.
Safety: Our performers are trained to keep the safety of your guests in mind at all times. If there is ever a situation where the performer(s) or manager(s) feel unsafe, they may address the issue with the parent/guardian/client. If the issue is not resolved, the performer will leave. We hold the right to leave at any time due to safety concerns. This includes hostile language over texts and phone calls prior to the party. CHILDREN SHOULD NOT BE ALLOWED TO CLIMB OR HANG FROM THE PERFORMER AT ANY TIME.
Before or at the time of collecting personal information, we will identify the purposes for which information is being collected. We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law. We will only retain personal information as long as necessary for the fulfillment of those purposes. We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned. Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up-to-date. We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification. We will make readily available to customers information about our policies and practices relating to the management of personal information.
We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.