TERMS & CONDITIONS
Booking a Party
To reserve your character(s) we require a 50% deposit to be paid within 48 hours of sending your invoice. All our talents are sub contractors so we book in their time, this will secure their time. The remaining balance is due anytime up to 48 hours before your event.
Corporate bookings we require 25% deposit of invoice as a booking deposit, as a confirmed booking.
We have partnership with shopping centres, cafes, wineries, flower shop, bakery retailers and we deliver goods on their behalf in costume.
We offer contactless delivery, with social distancing in place and in costume. Characters are completely covered up and masks inside the costume. We inform our partnership companies and customers; social distance is a must and masks. Our costumes are constantly cleaned and disinfected, its important to be healthy and be clean. We take COVID-19 really serious, for its airborne and we need to protect our contractors. So you must comply to strict regulations when opting for this service. We establish pick up zones and offer no touch deliveries and call when we have arrived and do slight performance and leave. If the regulations are not met, and breaches the rules, we advice you not to book this service. We document contact tracing and have a scheduler in place for our delivery. Please note if DHS requires this information, we will have to share this information to them under the government regulation. Our vision with this approach of model, is to create a positive impact in the community due to mental health.
Due three days prior to event and will be processed in the same manner as your deposit. You may pay from the original link sent or request another be sent to you or transfer it into account, please quote your name. If we don't receive final balance, this will be taken further with a 3rd party.
Cancellations & Refunds
If you need to cancel your event entirely and it is outside of 48 hours of your event date we charge a $100 cancellation fee if you have confirmed booking. This is to cover any performer cancellation fees and administration costs.
Any events cancelled within 48 hours of the event will not be eligible for any refund. By this stage a lot of work has gone into your event and we still have to pay our performers so we will not be able to offer you any compensation.
If you need to reschedule your event we will try our best to accommodate you and find a solution but this will be dependent on the performers availability. If we are unable to reschedule your event date and you wish to cancel entirely our standard cancellation policy will apply.
Extenuating Circumstances and COVID Cancellation policy
If there is a COVID outbreak in your area we will do our best to reschedule your event date or offer an alternative service such a non contact delivery / virtual service and refund you the difference. If we do delivery in character, social distancing is required.
If this is not a possibility for you we can cancel your event and refund you minus a $50 cancellation fee to cover our administration costs in doing so.
Please understand, as a small business it is not possible for us to operate with a full refund policy. During the booking process we ask that you read our terms and conditions so, if you do request a full refund, it will indicate to us you have not read our T&C’s properly. When booking and paying your deposit you enter into a contractual agreement with us to abide by our T&C’s.
We totally understand this is a tough time for everyone which is why we try our hardest to still bring some fun entertainment to the kids and the community. Please see below for our COVID Safe Plan.
Our character will arrive right at the time or 10 minutes prior the event is booked to perform. We try not to arrive early so that all guests will be at the event before the character makes their appearance. If for some reason, you do not see the character at the event start time, feel free to give us a call. We take pride in arriving right on time! If, for some unforeseeable reason our character is late due to circumstances beyond their control, the character will stay the extended time to compensate their tardiness. We usually ask parents to keep variance of 15 minutes of start time, just in case.
Party Activities & Character decision
The details of all our packages can be found on our website. If you any questions regarding what is involved just get in touch.
If there are any specific activities or games you would or would not like the character to play please give us plenty of warning so we can let the performer know. We are happy to work with your vision.
Please be aware some younger children can find our larger characters quite scary. Feel free to contact us if you are unsure of what characters are best for certain age groups. We will be happy to advise.
Our performers have a lot of experience and can usually win the nervous kids over however please ensure the correct adult supervision is provided.
Some of characters do viral dancers i.e Tik Tok, Memes part of their show.
Some characters faces are covered and will need 15 minute break, due to heat and exhaustion. If the booking is more than one hour, we ask that they have a slight break, in order for them to continue to perform in optimal manner.
Weather- Outside parties
Extreme heat or cold weather will be monitored by Xlent events. The safety of our performers is a huge priority so we will work with you if alternative arrangements need to be made.
If you are having an outdoor party we recommend having an indoor back up plan that could hold your guests in the event of extreme weather.
XLENT Events wants everyone to feel safe at events and parties. If our character feels unsafe for any reason due to a guest’s behaviour, they will be required to leave immediately. Our characters are not responsible for children’s behaviour, and the performer may leave the premises in extreme situations. This includes both physical and verbal situations. We have had in the past where kids would attack the performer for they are covered up head to toe. So we ask parents to be present at all times.
Might be taken by our facilitators during the event for promotional purposes. These photos will not identify the child’s name, age or residence. Please let us know if you have a child in attendance that cannot have their photo used for promotional purposes.