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• Enchanted Events Manchester cover a 15 mile radius (30 miles round trip) from our Manchester base.  Travel within our coverage is included in our package prices. Any events located outside of our coverage will be charged an additional travel fee of 45p per mile for the additional miles to cover fuel and travel time costs. 
   

• Please allow Enchanted Events Manchester up to 48 hours to respond once you have submitted an enquiry or sent us a message. We receive a high demand of emails, enquiries and messages on a daily basis and we will always endeavour to respond within 48 hours but this could be longer at busier periods. 
  Once our payment information to secure a booking is sent over - we will hold your slot for 24 hours - after this time, your slot will be released in the absence of a security payment. This is due to our high volume of enquiries.
   

• Deposit payment option:
  Our none-refundable deposit option is available for bookings made more than 7 days in advance. The remaining balance must be paid no later than one week prior to your event. If the balance is not received by the due date, a £10 late payment fee will be added. Should the balance remain unpaid after this, we reserve the right to cancel the booking, in which case the deposit will be forfeited.
  For bookings made within 7 days of your event date, full payment is required at the time of booking in order to secure your date and time.
   

• Payment Method:
  All deposits and full payments must be made via bank transfer (payment details will be provided upon booking). We are a cashless company and do not accept cash or any payments on the day of the event.
   

• Cancellations & Refunds:
  In the event of cancellation, all deposits are none-refundable.
  
  If a full payment has been made, a partial refund may be issued provided the cancellation is made within 24 hours of the payment being received. After this period, cancellations of events paid in full are none-refundable. 
  Where possible, we will endeavour to reschedule your booking to an alternative date or time, subject to availability.
  
  Please note: for same-day bookings, there is no grace period, and cancellations are non-refundable in order to cover company losses.

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• Our performers require easy access to your venue and so sufficient parking is essential. If we are unable to access your venue or residence on the event date due to insufficient or restricted parking, we reserve the right to cancel the event without refund. Where possible, we will make every reasonable effort to reschedule the event to an alternative date.
   

• If your venue requires payment for parking - this will be billed to you via invoice prior to your booking or added to your remaining balance - you must notify us of this prior to your event. 
   

• In the event that Enchanted Events Manchester is required to cancel your booking for reasons within our control, any deposit or full payment made will be refunded in full. This does not apply to cancellations resulting from outstanding or incomplete payments, or from insufficient/restricted parking or access at the venue.
   

• Enchanted Events Manchester reserve the right to charge for any damage made to our costumes and/or equipment as a result of negligence. It is your responsibility to ensure children are not pulling on costumes and wigs or touching our equipment.
   

• Character integrity and authenticity is extremely important to us at Enchanted Events Manchester. We aim to cast and use performers that can portray the characters accurately, also ensuring children of all ethnicities have the representation they deserve.
   

• We reserve the right to change the performer who will appear at your event. We will always provide a professionally trained performer, deliver a high standard event and your character will remain the same, but we cannot guarantee the availability of a specific performer for your chosen date and time - this includes anyone you have seen on our promotional material. However, we do take specific performer requests into consideration but it is not a guarantee. 
   

• 1 character per 25 children:
  Package prices are based on a maximum guest capacity, with one character permitted per 25 children.
  If your event exceeds 25 children, an additional character or Enchanted Assistant will be required at an additional cost. This ensures we maintain appropriate adult-to-child ratios in line with our health, safety, and insurance requirements. Please refer to our packages page for further information and pricing.
  If guest numbers exceed 25 children and only one character has been booked, this may place your event at risk of cancellation or modification if suitable staffing arrangements have not been made in advance
   

• Our packages have set structures and sequences. We do our best to accommodate requests but please be aware that this may not always be possible and is not guaranteed
   

• Alterations to certain activities listed in your package may occur due to conditions, space and children's general attention and behaviour. This will be at the discretion of Enchanted Events Manchester.
   

• Your chosen character/s will arrive at least 5 minutes before your scheduled event time and will contact you to let you know they have arrived. Yourself or an adult member of your party will be required to greet the character at the correct entrance to your event. Please provide very clear instructions on how to access your event. 
   

• Should your character/s be running late due to unforeseen circumstances/traffic conditions, they will contact you to let you know their ETA - you will always receive the length of time you have booked. 
   

• Should you wish to make a change to a confirmed booking (time, venue, character etc) you must let us know with as much notice as possible. Please be aware that your request may not always be possible but we will do our best to accommodate you. 
   

• Enchanted Events Manchester have a zero tolerance to inappropriate behaviour towards the performer/s hosting your event. We reserve the right to remove performers from environments we do not deem to be safe or respected. 
   

• Children’s behaviour at your event: Our performers focus on providing entertainment and are not responsible for managing children’s behaviour. Any children who are disruptive, touch equipment or costumes, or behave in a way that affects the performance should be supervised by their responsible adult. If such behaviour continues and is not addressed, the performer may need to pause or leave the event to ensure their safety. Please note that no refunds will be provided in these circumstances
  
   

• Health and safety regarding children and our performers: If any children at your event appear unwell, our performers reserve the right to refrain from close contact, including cuddles. For the safety of both the performers and guests, failure to respect this policy may result in the performer needing to leave the event. Please note that no refunds will be provided in such circumstances