Terms and Conditions

All Bookings

Deposits

A non-refundable deposit is required to secure your booking with us. The value of the deposit will depend on the service, please see the relevant sections below for more information.

Travel Expenses

A small travel fee is chargeable if your booking is to take place in a location outside of Hampshire (excluding the Isle of Wight) at the rate of 45 pence per mile each way from the nearest Hampshire border, rounded to the nearest whole figure. The distance will be determined by Imaginacts Entertainment Ltd according to the venue address you provide us with.

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

Imaginacts characters can be booked to travel further afield – please contact us with your specific requirements, and a company director will be able to discuss it with you further.

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 your event (all new dates are subject to availability). If your booking is cancelled less than 48 hours before the day of the booking, the full booking fee is non-refundable. 

Imaginacts Cancellation Policy 

In the very rare case that Imaginacts Entertainment Ltd is unable to send your pre-booked character to your event due to unforeseen circumstances, we will contact you as soon as possible. To prevent cancellation, we will strive to mutually agree to send an alternative character to fulfil your booking. 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.

Safety

Imaginacts Entertainment Ltd and/or our performers are not liable for any damages or injuries that may occur at any event. Our performers reserve the right to leave an event at any time if they feel threatened, harassed or otherwise unsafe and you with not be entitled to any reimbursement.

Consumables

All consumables provided by us are vegan. Additional dietary requirements can be catered for with advanced notice. If you would prefer for us not to use any consumables, please indicate this on your booking form.

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 you share with us from your event in the same way.

Weather

If you’re planning for your booking to take place outdoors, the area provided for our characters must not be muddy or wet. We always recommend you have an indoor area in mind for our characters as a back-up plan should the weather make it unsuitable for them to work outside.

Accident or Damage Policy 

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. 

Working with Others

Imaginacts takes great pride in providing authentic, believable characters through the use of custom-designed and handmade costumes and wigs, hiring only experienced and professional performers, and our comprehensive character training program. We are unable to attend any event where there will be other character performers – professionals or volunteers, in order to protect our image. Our performers and assistants are not responsible for any children at an event.

Disclaimer

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

Private Services

Deposits

For all private services with a value of £50 or greater, a deposit of £25 is required to secure your chosen date and time. For all services with a value of less than £50, payment is required in full at the time of booking.  All deposits must be paid within seven days of our sending you the booking finalisation link to secure your date unless otherwise arranged in advance with Imaginacts Entertainment Ltd. remaining balance payments are due by no later than seven days in advance of your event date and time. Events booked less than seven days in advance must be paid for in full within 24 hours upon receipt of a confirmation email.

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. 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. We are not responsible for delays caused by postal services.

Video Calls and Zoom parties

We are able to accommodate up to 15 screens for Zoom parties. Video calls are operated on a solely 1:1 basis. You will receive a link and passcode to the call the day before. We are not responsible for any technical issues you may encounter.

Video Messages​

We require at least seven days’ notice for personalised video messages unless otherwise arranged with an Imaginacts director. 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.

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 guest number limits are firm and must be adhered to. We are able to cater for events with greater guest numbers, however, an Imaginacts assistant (or a second assistant if one is already included with your chosen package) will be required at an extra cost in order to provide the best possible service. ‘Guest numbers’ here refers to the number of children who will be in attendance and participating in the entertainment.

Our performers are not responsible for any children at an event and at least one Parent/Guardian must be in attendance for the duration of the booking.

Corporate Services

Deposits

For all corporate bookings, a deposit is required to secure your chosen date and time. The amount is either 10% of the total cost, or £25 – whichever is greater. All deposits must be paid within seven days of our sending you the booking finalisation link to secure your date unless otherwise arranged in advance with Imaginacts Entertainment Ltd. Remaining balance payments are due by no later than seven days in advance of your event date and time. Events booked less than seven days in advance must be paid for in full within 24 hours upon receipt of the booking finalisation link.

Breaks

At events where our characters are booked for three hours or longer, regular breaks are required so our performers can ensure that they’re always looking their best, and to allow them to have a drink and/or eat. A private break area must be provided where characters are completely out of sight from any event attendees. Our performers must have access to a toilet area during breaks which should not be accessible to any children or members of the public. Characters will perform for the duration of your booked time period – time for breaks is in addition. In the case of extreme heat, more regular breaks may be required, and a shaded area must be provided for our characters to work in.

Singalong/Superhero Shows

Singalong or superhero shows can be added for event bookings of two or more characters and last around 20 minutes. Imaginacts’ performers are trained vocalists and will sing live to backing tracks. We will provide the music and require either an aux input or Bluetooth connection to be able to play our music through any provided sound system. Imaginacts can provide a small PA system if you do not have one at your event, however, it is unsuitable for large crowds due to its size and limited sound capacity. A 10-minute break in an enclosed and private area is required prior to singalong shows to allow for a vocal warm-up.

Parking

Parking should be provided for our characters and assistants, and we require one space per three characters. Ideally, the parking area for our characters would be discreet to avoid children seeing characters getting into and out of cars.