Terms & Conditions

Last updated: 24 August 2026

1. ABOUT MAGICAL VIP VISITS

Magical VIP Visits is the trading name of Zak Roncari, a sole trader providing children’s entertainment, character appearances, parties, seasonal visits and event entertainment.

Business correspondence address:

Magical VIP Visits
Downham Market
PE38 9EQ
United Kingdom

Email: magicalvipvisits@gmail.com
Telephone: 07572 985424

In these Terms and Conditions, “we”, “us” and “our” refer to Magical VIP Visits. “You”, “your” and “the customer” refer to the person or organisation making the booking.

2. ACCEPTANCE OF THESE TERMS

These Terms and Conditions apply to bookings made through our website, booking system, email, telephone, social-media pages or another agreed method.

The person making the booking must be at least 18 years old and must have authority to accept these terms on behalf of the customer, venue or organisation.

By completing a booking and making payment, you confirm that:

• the booking information supplied is accurate;
• you have read and accepted these Terms and Conditions;
• you have read our Cancellation Policy and Privacy Policy; and
• you accept responsibility for the venue, children and guests attending the booking.

3. ENQUIRIES, AVAILABILITY AND BOOKING CONFIRMATION

Information displayed on our website does not guarantee availability.

A booking becomes binding when:

• the correct booking details have been submitted;
• full payment has been successfully received, unless alternative arrangements have been agreed in writing; and
• a booking confirmation has been issued by Magical VIP Visits.

An acknowledgement that we have received an enquiry does not reserve a date or form a confirmed booking.

If we cannot accept an online booking after payment has been taken, we will offer a suitable alternative or issue a full refund.

You must check the confirmation carefully and notify us promptly if any information is incorrect.

4. PRICES AND PAYMENT

Prices are shown in pounds sterling and apply to the service described at the time of booking.

Online bookings must be paid in full when the booking is made. Bespoke corporate, council, school or large-event bookings may be invoiced under separately agreed payment terms.

Where third-party payment or finance options such as PayPal Credit, Klarna or Clearpay are displayed, eligibility and approval are determined by the relevant provider. Their separate terms, affordability checks, payment schedules and charges may apply.

Magical VIP Visits does not control whether a customer is accepted for a third-party payment option. A customer remains responsible for complying with the provider’s terms.

A booking is not secured if a payment is declined, reversed, disputed or remains incomplete.

5. TRAVEL CHARGES

Travel within the first five road miles from Downham Market is included.

For locations beyond this area, travel is charged at £5 for each additional 5 miles from Downham Market. This rate includes the performer’s return journey.

The distance will normally be calculated using the practical driving route shown by an established online mapping service.

Parking charges, tolls, congestion charges or unusual access expenses may be added where applicable. These will be explained before the booking is confirmed wherever reasonably possible.

We may provide a separate travel quotation for distant locations, multiple venues or bookings requiring more than one vehicle.

6. SERVICES AND CHARACTER APPEARANCES

The service supplied will be the experience described in your booking confirmation.

The appearance of costumes, wigs, props and accessories may vary slightly from photographs because of maintenance, replacement, sizing, availability and continual improvements.

Unless expressly stated otherwise, our character entertainment is independently produced and is not sponsored, approved or endorsed by any third-party rights holder.

Customers must not advertise a performer as an officially licensed character or use wording that falsely suggests an official endorsement.

If circumstances outside our reasonable control make a selected performer or costume unavailable, we may offer:

• a suitable comparable replacement;
• a different available character;
• an alternative date; or
• a refund if no reasonable alternative is accepted.

We will not make a material substitution without informing the customer.

7. VENUE AND CUSTOMER RESPONSIBILITIES

The customer must provide:

• an accurate venue address and postcode;
• safe and reasonable access;
• suitable parking or advance parking instructions;
• enough clear space for the booked activities;
• a safe surface free from avoidable hazards;
• suitable lighting and weather protection; and
• any venue permissions required for the performance.

The customer is responsible for checking venue capacity, access, noise restrictions and other venue rules.

Any outdoor booking must have a safe indoor or properly sheltered alternative. Mascot costumes and electrical equipment may not be used in unsafe weather, extreme heat, heavy rain, strong wind or unsuitable ground conditions.

8. ADULT SUPERVISION AND CHILD SAFETY

Magical VIP Visits provides entertainment and does not provide childcare.

A responsible adult nominated by the customer must remain present and must supervise the children throughout the experience.

Parents, guardians, venue staff or organisers remain responsible for:

• children’s behaviour and welfare;
• toilet visits and personal care;
• allergies and medical requirements;
• preventing unsafe contact with costumes or equipment;
• maintaining appropriate numbers of supervising adults; and
• responding to an emergency involving a child or guest.

Any relevant allergies, disabilities, medical needs, sensory requirements or access needs should be explained before the booking. We will make reasonable efforts to adapt the experience but cannot provide medical care.

9. BEHAVIOUR AND SAFETY

Performers and staff must be treated respectfully.

We may pause or end an experience where there is:

• threatening, abusive or discriminatory behaviour;
• deliberate damage to a costume, prop or equipment;
• uncontrolled physical contact with a performer;
• an unsafe venue or activity;
• inadequate adult supervision; or
• another serious risk to a performer, child or guest.

No refund will normally be provided where a booking is shortened or ended because of unsafe conditions or customer or guest behaviour.

The customer may be responsible for reasonable repair or replacement costs following deliberate or negligent damage.

10. TIMINGS AND LATE ARRIVAL

The customer should ensure the venue and responsible adult are ready before the agreed arrival time.

If the customer, venue or guests are late, the experience may need to be shortened so that subsequent bookings are not disrupted. A delayed customer is not automatically entitled to a refund or extension.

Performers may occasionally be delayed by traffic, weather, venue access or an earlier emergency. We will make reasonable efforts to notify the customer and provide the full booked experience where the remaining schedule allows.

Arrival times for travelling appearances may be subject to a reasonable operational window, particularly during busy seasonal periods. The performance duration starts when the organised experience begins, rather than when the performer arrives to change or prepare.

11. PHOTOGRAPHY AND RECORDING

Customers and guests may take reasonable photographs and short personal video recordings unless a venue rule states otherwise.

Photography or recording must not:

• interfere with the performance;
• create a safety risk;
• be used for commercial advertising without permission;
• misrepresent Magical VIP Visits; or
• infringe another person’s privacy.

Magical VIP Visits will not publish identifiable photographs or videos of a child for promotional purposes without appropriate separate permission from a parent, guardian or authorised organisation.

Consent to receiving a service is not consent to promotional photography.

12. SANTA’S STUDY AND PERSONALISED ITEMS

Santa’s Study appointments are private, carefully timed family appointments. Customers must arrive early enough to be ready at the confirmed appointment time.

Late arrival may result in a shortened appointment or, where the remaining schedule cannot accommodate the family, loss of the appointment.

Full payment is required when booking. Each booked child receives the items specified in the booking description.

Customers are responsible for providing accurate names, spellings, ages and personalisation details by the stated deadline. We cannot guarantee corrections after production has started.

Reasonable costs already incurred in creating personalised letters, keepsakes, packaging or other made-to-order items may be deducted from any cancellation refund.

The Reindeer Collection is planned as a nine-year series. Purchasing one year’s collection does not automatically reserve future appointments or require a family to purchase future releases.

Any published price promise for Christmas 2026, 2027 and 2028 applies to the stated base Santa’s Study family prices. It does not necessarily include optional extras, delivery charges, later-added products or costs resulting from a change in taxation or law.

13. RESCHEDULING

A customer may request one transfer to another available date without a rescheduling charge when at least 14 full days’ notice is provided.

The new booking must:

• be subject to availability;
• normally take place within 12 months;
• be for the same or a reasonably equivalent service; and
• be paid at the current price if the replacement service costs more.

Requests made with fewer than 14 days’ notice may be treated as a cancellation. Additional transfers may also be treated as cancellations or may incur reasonable administration costs.

Full details are contained in our Cancellation Policy.

14. CUSTOMER CANCELLATIONS

Cancellation charges are intended to reflect the costs, work and lost booking opportunity caused by the cancellation. They are not intended to act as a penalty.

Refunds depend upon the amount of notice provided, costs already incurred and whether the date can reasonably be resold.

Specific-date leisure services are generally excluded from the usual statutory 14-day cancellation period applying to some online purchases. Our published Cancellation Policy therefore applies from the point at which the booking is confirmed.

Nothing in these terms removes any cancellation or refund right that must legally apply.

15. CANCELLATION BY MAGICAL VIP VISITS

If we cannot provide the booked service because of performer illness, emergency or another issue within our control, we will offer one or more of the following:

• a suitable replacement performer or experience;
• an alternative date;
• account credit where accepted by the customer; or
• a refund for the service we cannot provide.

A customer is not required to accept a materially different replacement.

We are not responsible for separate expenditure that was not booked through Magical VIP Visits, such as venue hire, catering, decorations or travel. Customers should consider whether appropriate event insurance is required.

16. EVENTS OUTSIDE OUR REASONABLE CONTROL

Neither party will be responsible for failing to perform an obligation where performance is prevented by circumstances outside reasonable control.

These circumstances may include severe weather, flooding, fire, dangerous travel conditions, venue closure, transport disruption, government restrictions, widespread illness, civil emergency or failure of essential utilities.

We will make reasonable efforts to reschedule the booking. If rescheduling is not reasonably possible, any refund will take account of services already provided and reasonable unrecoverable costs, subject to applicable consumer law.

17. COMPLAINTS

Please raise any concern as soon as possible so that we have an opportunity to resolve it during the booking.

Formal complaints should be sent to magicalvipvisits@gmail.com, preferably within seven days of the experience, and should include:

• the customer’s name;
• the booking reference;
• the event date; and
• a clear explanation of the concern.

We will investigate and respond within a reasonable period.

18. LIABILITY

Magical VIP Visits will provide services with reasonable care and skill.

Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to those exceptions, we are not responsible for:

• loss caused by inaccurate information supplied by the customer;
• venue restrictions or failures;
• loss or damage to unattended personal belongings;
• indirect or unforeseeable loss; or
• business losses arising from a consumer booking.

Where legally permitted, our total liability relating to a booking will not exceed the total amount paid to Magical VIP Visits for that booking.

19. PERSONAL INFORMATION

Personal information is processed in accordance with our Privacy Policy.

Customers must avoid supplying unnecessary sensitive information about a child. Any information needed to personalise or safely deliver an experience should be provided by a responsible adult.

20. THIRD-PARTY SERVICES

Payment processors, finance providers, mapping services, website hosts and booking-system providers may operate under their own terms and privacy notices.

Magical VIP Visits is not responsible for an independent provider’s availability, eligibility decision or system outage, although we will provide reasonable assistance concerning the underlying booking.

21. CHANGES TO A CONFIRMED BOOKING

Changes to the date, time, venue, character, duration or service are valid only when agreed by Magical VIP Visits.

Additional travel, performers, time or services may result in an additional charge.

22. CHANGES TO THESE TERMS

We may update these Terms and Conditions. The version applicable to a confirmed booking will normally be the version accepted when the booking was made, unless a later change is required by law or expressly agreed with the customer.

23. CONSUMER RIGHTS

These Terms and Conditions do not affect rights provided under applicable consumer law, including the requirement that services are supplied with reasonable care and skill.

Customers may obtain independent advice from Citizens Advice or their local Trading Standards service.

24. GOVERNING LAW

These Terms and Conditions are governed by the law of England and Wales.

The courts of England and Wales will have jurisdiction, although a consumer living elsewhere in the United Kingdom may also have rights to bring proceedings in their home jurisdiction.