By booking Lucy Greenaway or Enchanting Encounters for their services either by filling out a booking form, booking via email or messages, or paying a deposit – you agree to the below terms and conditions. 

Safety

At Enchanting Encounters, we prioritise safety and quality entertainment. Our performers are covered by public liability insurance, and each team member undergoes regular background checks and DBS certification to ensure the safety of your events.

During the event, we require at least one responsible adult (aged 18 or older) to be present throughout the entire duration. While they don’t need to participate in the entertainment, their presence is essential in case of any emergencies. The responsibility for ensuring this requirement is met rests with the customer.

We reserve the right to modify or replace certain activities if we believe that they are not appropriate or if other activities would better suit the event’s atmosphere.

Deposits

Once you have made contact and completed the booking form at our request, we require a deposit to be made to confirm your booking. Bookings are not confirmed until your deposit has been received and confirmed by us. 

All deposits are non-refundable. Your deposit may be transferred to another suitable booking or date – but this is down to the discretion of Enchanting Encounters. 

The deposit price is down to the discretion of Enchanting Encounters and may vary depending on the type of booking.

 For some events, full payment may be required upfront to confirm the booking. 

Your booking will be confirmed via Email or social media message by Enchanting Encounters and only ever from the email address – [email protected] and our social profiles (links are found on our website). 

Cancellation Policy

Once you’ve confirmed a booking with Enchanting Encounters, you may cancel it up to 4 weeks prior to the event date. A cancellation fee of 25% of the agreed upon price of services will apply, and payment is due via BACS within 3 working days upon receiving the invoice. 

Cancellation after this time but 14 days before the time of booking will result in a 50% cancellation fee. 

Rescheduling is possible up to 14 days prior to the original booking date, subject to performer availability and at the discretion of Enchanting Encounters.

If you wish to cancel, please notify us via email, Facebook message, text, or phone call and ensure you receive a confirmation from Lucy Greenaway. If you do not receive a conformation of your cancellation – your request for cancellation has not been received and you will need to follow up to avoid any additional fees. We do not accept voicemail messages as notification.

In the event of a cancellation under 48 hours before booking, you will need to pay 100% of the agreed-upon price of services. You must inform us before the performer begins travelling to the event venue. Failure to do so will require you to cover the entertainer’s travel costs in full and payment of the package, payable via BACS within 3 working days of receiving the invoice.

In case we have to cancel an event due to adverse weather conditions, there will be no fee, and rescheduling options will be available.

For extreme weather conditions, you may cancel if the entertainer cannot reach the venue. However, if the entertainer arrives at the venue and you cancel, a 50% cancellation fee of the original package price will apply, payable via BACS within 3 working days of receiving the invoice.

In the event a performer is unable to attend, alternative arrangements will be made. If no performer is available you will be refunded in full and options for rebooking or good will gestures will be made available. 

Booking our Services

Event bookings are confirmed on a first-come, first-served basis, subject to availability. Bookings require specified timings and a venue in place for confirmation.

Please note that your event is not confirmed until you pay a deposit and receive a confirmation from Enchanting Encounters.

To book our services, we require a point of contact (email, phone number, or Facebook Messenger account) for discussion. Additionally, please provide as much information as possible through our booking form on our website. After discussing the booking, you will receive confirmation from us.

Until you receive confirmation from us, our services are not considered booked.

Our Team

As our team expands, we cannot guarantee specific entertainers based on gender, age, ethnicity, or religion.

We reserve the right to refuse or cancel bookings for various reasons, including customer misconduct, threats, or situations that may put our entertainers in danger, discomfort, or inappropriate situations. These are all at the discretion of Enchanting Encounters. Refunds are at the discretion of Enchanting Encounters.

Payment

The quoted price during booking is non-negotiable.

The balance for our services will be confirmed with you multiple times before the event. Online payment must be made in full (excluding the deposit) 24 hours before the event.  If you wish to pay cash, you will need to provide the remaining payment in full in an envelope addressed to the character’s name or Enchanting Encounters and give this to the entertainers on the day of the event. Payment is not to be made in front of children where possible. If this is not possible, the envelope will need to be discreetly handed to the entertainer. 

We do not accept discount vouchers, cheques, card payments, or any other forms of payment.

Payment is expected immediately after the entertainment is completed. Entertainers cannot wait for payment, as they may have other bookings. If payment is delayed beyond 10 minutes, a £15 fee will apply and must be paid via BACS within 3 working days upon receiving the invoice. Additional fees of £15 will apply for every additional 10 minutes the entertainer has to wait.

If payment is delayed for more than 30 minutes, a £30 fee is applicable, along with any outstanding balances. These payments must be made via BACS within 3 working days upon receiving the invoice.

Liability

Enchanting Encounters does not assume responsibility for any damage caused by children or guests to the event venue, whether it’s a home, hired space, or public area.

For safety reasons, our party entertainers can only entertain a maximum of 35 children. If there are more children attending, an additional entertainer or assistant will be required at an extra cost. By agreeing to these terms, you acknowledge and agree to a maximum of 35 children at your event.

Our party packages are tailored to the age group of the children attending. If there is a wide age range, some activities may require adult assistance for younger children. Please ensure that an adult supervisor is present for younger children, especially during longer party packages.

By booking with Enchanting Encounters, you release us from any liability associated with accidents, including those involving adults or children, as well as any damage to furniture, fixtures, or property not owned by Enchanting Encounters.

In the unlikely event that a refund or compensation is requested, it will be limited to the total value of the cost of hiring our services.

If the event is held at a venue other than your home, we assume that you have obtained the necessary permissions and deemed the space suitable and safe for our activities.

Glitter Tattoos and Photo/Videos

The person making the booking is responsible for obtaining the consent for all guests (including children) to have permission for Glitter Tattoos (3 and up) , and to be included in photos and videos that may be posted online either by other guests or by Enchanting Encounters. If there are any guests attending who do not wish to be included in photos/videos – it is your responsibility to make the entertainment aware of this. Unless told otherwise – we will operate under the assumption that all guests attending have consented to be included in photos and videos that may be taken and used for marketing or promotional purposes by Enchanting Encounters. 

What we need to provide entertainment

For our longer-party packages, we require access to a plug socket for a stereo. Please ensure there is an available socket that we are able to use. 

If your event is outdoors, ensure access to electricity, and that extension cables are on dry ground and not in contact with wet or damp surfaces. In the event of rain or heat, you must have alternative indoor spacing available for our entertainers to perform their services. If this is not possible our performers reserve the right to leave in order to protect equipement and costumes from damage. 

We cannot be held responsible for any disruption in activities due to power failures or circuit tripping at the venue.

At least one adult (over 18) should be present during the event, in case of accidents or children needing assistance with tasks such as using the restroom. Character performers will not be responsible for escorting children for bathroom breaks, and close contact with individual children will be at the performer’s discretion. If the entertainment feels uncomfortable at any point during the booking due to misconduct or inappropriate behaviour from guests, they reserve the right to leave at their own discretion and the payment for the event will be non-refundable. 

Damage