Heart of Christmas Events

Booking, Payment & Cancellation Policy

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At Heart of Christmas Events, our goal is to create magical, memorable experiences for every family, organization, and community we visit. Because each appearance is personally scheduled and time is reserved specifically for your event, the following policies apply to all bookings with Mr. & Mrs. Claus.

Reservations & 50% Booking Deposit

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A 50% deposit is required at the time of booking to reserve your requested date and time. A date or time is not considered reserved until the required deposit has been received and your booking has been confirmed by Heart of Christmas Events.

The remaining 50% balance must be paid no later than 7 days before the scheduled appearance, unless otherwise agreed to in writing. Bookings made within 7 days of an event may require payment in full at the time of booking.

The booking deposit is applied toward the total cost of your appearance; it is not an additional fee.

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Cancellations & Refunds

We understand that plans sometimes change.

Cancellations made at least 7 calendar days before the scheduled appearance are eligible for a refund of the booking deposit.

Cancellations made less than 7 calendar days before the scheduled appearance will result in the forfeiture of the 50% booking deposit. This is because the reserved date and time have been removed from availability and may no longer be possible to rebook.

Failure to attend, provide access to the event, or otherwise be available for the scheduled appearance without prior cancellation will be considered a no-show, and payments already made will not be refunded.

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If Heart of Christmas Events must cancel an appearance because of illness, emergency, severe weather, unsafe conditions, or another circumstance that prevents Mr. & Mrs. Claus from safely attending, we will make reasonable efforts to reschedule the appearance. If rescheduling is not possible, payments for services that were not provided will be refunded.

Rescheduling

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Requests to change a confirmed booking are subject to availability and are not guaranteed.

When possible, Heart of Christmas Events will work with you to move your reservation to another available date or time. During the Christmas season, availability can become extremely limited, so changes should be requested as early as possible.

Number of Children & Guest Count

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When booking, customers must provide an accurate estimated number of children and guests expected to participate.

Our appearances are scheduled according to the size of the group and the activities requested. A significantly larger number of children or guests than originally booked may require additional appearance time and an additional fee.

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For example, an appearance planned for 10 children cannot reasonably become an appearance for 40 children while keeping the same schedule. Santa may possess Christmas magic, but unfortunately he remains bound by the clock.

Please notify Heart of Christmas Events as soon as possible if your expected attendance increases substantially. We will determine whether additional time is available and provide any applicable additional cost before the event.

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Additional Appearance Time & Overage Fees

Additional appearance time may be available at a rate of $50 for each additional 30 minutes, subject to availability.

Additional time is not guaranteed, particularly during the busy Christmas season when Mr. & Mrs. Claus may have another appearance scheduled immediately following your event.

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Whenever possible, additional time should be requested and arranged before the scheduled appearance. If additional time is requested during an event, Heart of Christmas Events will first determine whether the schedule allows the appearance to be extended.

The customer will be informed of the additional charge before an extension is approved.

Additional time may also be recommended when there is a significant increase in the number of guests or children, additional activities are requested, or the scope of the event changes from what was originally booked.

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Delays caused by the host, venue, guests, parking or access issues, event schedule, or other circumstances outside the control of Heart of Christmas Events do not automatically extend the scheduled appearance time.

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Arrival & Event Schedule

Customers should ensure that the event location is ready for Mr. & Mrs. Claus at the scheduled arrival time.

Because appearances may be scheduled back-to-back during the holiday season, late starts generally cannot extend the scheduled end time. Delays caused by the venue, host, guests, parking/access issues, or event schedule may reduce the amount of available appearance time.

Please provide accurate parking, entrance, contact, and event instructions before the scheduled appearance.

Whenever reasonably possible, a convenient and discreet entrance and exit should be provided so Mr. & Mrs. Claus can arrive and depart while preserving the Christmas magic.

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Photos, Video & Marketing

Photography and video are a natural part of many Heart of Christmas Events appearances.

Unless you request otherwise, photographs or video taken during an appearance may be used by Heart of Christmas Events for legitimate promotional and business purposes, including our website, social media accounts, digital advertising, printed marketing materials, promotional videos, portfolios, and other Heart of Christmas Events marketing.

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We understand that some families prefer privacy, particularly when children are involved.

If you or your child do not wish to be photographed, recorded, or have your image used for promotional purposes, please let us know before the event. A Do Not Use Photo/Video Form will be available to document your request.

We will honor properly submitted requests and will not intentionally use identifiable photographs or video of individuals covered by the request for Heart of Christmas Events marketing.

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For larger public, corporate, charity, or community events, the event organizer is responsible for communicating any applicable photography policies or restrictions to Heart of Christmas Events before the appearance.

 

Customer Photography

Guests are welcome to take personal photographs and video during an appearance unless otherwise stated for a particular event.

Heart of Christmas Events does not guarantee the quality of photographs taken by customers, guests, venues, or third-party photographers.

When professional photography is part of a package or purchased as an optional add-on, the specific photography services, pricing, and deliverables will be described separately.

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Virtual Visits & Video Calls

Virtual Santa and Mrs. Claus visits are scheduled for a specific date and time. Customers are responsible for having a working internet connection, compatible device, camera, microphone, and access to the agreed video-call platform.

Please join or be ready several minutes before the scheduled start time.

If technical problems on the customer's side delay the call, the scheduled end time may remain unchanged when another booking follows.

If a significant technical problem occurs on our side, Heart of Christmas Events will make reasonable efforts to reconnect, reschedule, or otherwise provide the purchased experience.

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Information About Children

For personalized appearances or virtual visits, parents or guardians may provide information such as children's first names, interests, accomplishments, Christmas wishes, or other details that help Mr. & Mrs. Claus personalize the experience.

Please do not provide unnecessary sensitive or confidential information about a child. Information supplied for personalization will only be used as reasonably necessary to provide the requested experience.

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Safety & Appropriate Conduct

Heart of Christmas Events reserves the right to end an appearance immediately if Mr. or Mrs. Claus encounters threatening behavior, harassment, violence, unsafe conditions, illegal activity, uncontrolled animals, dangerous environments, or other circumstances that reasonably threaten the safety of the performers or guests.

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Children must remain under the supervision of a parent, guardian, teacher, event organizer, or other responsible adult. Mr. & Mrs. Claus are entertainers and are not responsible for childcare or supervision.

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Pets & Animals

We are happy to participate in pet-friendly appearances when arranged in advance.

The owner or handler remains responsible for controlling the animal at all times. Heart of Christmas Events may decline physical interaction with any animal if there is a reasonable safety concern.

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Outdoor Events & Weather

For outdoor appearances, customers should provide an appropriate location protected from excessive heat, rain, severe weather, or other unsafe conditions.

South Florida may lack snow, but it compensates with weather that occasionally behaves like it has a personal grievance.

Heart of Christmas Events may delay, modify, reschedule, or cancel an appearance when weather or environmental conditions create a safety concern.

 

Changes to Activities

Specific activities—including photographs, greetings, gift distribution, sing-alongs, storytelling, or other requested interactions—should be discussed when booking.

The amount that can reasonably be completed depends upon the length of the appearance and number of participating guests. Heart of Christmas Events cannot guarantee that every requested activity can be completed when attendance, delays, or circumstances differ substantially from the original booking information.

If additional activities require an extension of the scheduled appearance, additional time may be purchased in 30-minute increments for $50 per additional 30 minutes, subject to availability.

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Gifts Provided for Santa to Distribute

If Santa will distribute gifts supplied by the customer or event organizer, the gifts must be clearly labeled and arranged in advance according to the instructions provided by Heart of Christmas Events.

Heart of Christmas Events is not responsible for incorrectly labeled, missing, damaged, or improperly prepared gifts supplied by customers or third parties.

 

Background Checks & Professional Standards

Mr. & Mrs. Claus are committed to providing professional, family-friendly appearances. Any information regarding training, professional qualifications, background checks, insurance, or related documentation that applies to a particular booking may be requested or discussed before the event.

 

Third-Party Events & Venues

When Heart of Christmas Events participates in an event organized or operated by a third party, our appearance is also subject to the rules, policies, schedules, safety requirements, photography restrictions, admission requirements, and other conditions established by the event organizer or venue.

Heart of Christmas Events is responsible for the services we personally provide but does not control the operation, ticketing, cancellation policies, admission requirements, or other activities of independently operated events.

Guests attending third-party events are responsible for reviewing and complying with the policies established by the applicable event organizer and venue.

 

Agreement to These Policies

Payment of the booking deposit and confirmation of an appearance constitutes acknowledgment and acceptance of the Heart of Christmas Events Booking, Payment & Cancellation Policy, along with any additional terms provided for the specific service or event.

Customers completing an online booking may also be required to affirmatively acknowledge their agreement to this policy, the Heart of Christmas Events Terms of Service, and Privacy Policy before submitting their booking.

Questions or special circumstances should be discussed before booking whenever possible so expectations are clear for everyone involved.

 

Heart of Christmas Events
Bringing Joy • Sharing the Magic • Creating Memories

Call or Text: 904-861-9332
MrAndMrsClaus.Christmas