Terms and conditions

Please read the following terms and conditions carefully to acknowledge your understanding and acceptance of the terms for booking an event. By using our services, the client agrees to the below terms and conditions which are outlined on this page. If the client does not agree with the terms and conditions as listed in the below web page, please do not use our services.

Event bookings

Enchanted Enterprises Pty Ltd trading as Enchanted Enterprises Brisbane (“we”, “us” or “our”) wish for you to have a positive booking experience when booking services (the services) from our website, which is displayed at www.enchantedenterprises.com.au (the Website).

Please read these Service Terms and Conditions (the Purchase Terms) carefully to ensure that you are fully aware of your rights and our obligations to you when making a purchase.

Your completion and submission of your order signifies your agreement to be bound by the Booking Terms, which constitute the agreement between Enchanted Enterprises and you (the client). Any variation of the Booking Terms must be in writing and signed by a representative of ours.

Please note that external vendors and suppliers that fall outside our standard Character Packages, may have their own policies. While we do our best to work with suppliers with similar policies to ours, we can not guarantee that suppliers will have the same policies.

Bookings & Booking Policy

The person making a booking will be deemed to have accepted these Terms of Service on behalf of the persons or business entities named in the booking form (if different from the person making payment). You accept total responsibility for the service booked by you and you use the service at your own risk.

A non-fundable deposit of $200 is required to secure your reservation. Your booking will only be considered confirmed once the deposit is received.

COVID Policy: Only in the event of Public Health Orders imposing a full lockdown, that is, preventing any parties or events from taking place, will our cancellation policy be waived and all monies be refunded. In any other circumstances, such as if restrictions require you to change the number of guests or the location of the party or event, our cancellation policy remains in force and any deposit payments remain non-refundable.

Payment of the deposit is considered as acceptance by the client of the terms and conditions contained herein. Please also see below sections for Modifications of Bookings and Cancellation Policy.

Payments

The remaining balance must be settled by no later than seven (7) days prior to the scheduled event. Failure to make this payment may result in the cancellation of your event, and your reserved booking will be released to our waitlist. The cancellation of your event due to non-payment will also mean forfeiture of your deposit.

We accept payment using Visa, Mastercard, and Square. Regardless of your payment method, you will receive a transaction confirmation email confirming receipt of your order.

Square

All invoices must be paid in full at least seven (7) days before the booking date, unless Enchanted Enterprises has expressly agreed otherwise. You will receive several email reminders about payment in the lead up to your event until payment has been successfully made. A booking is not considered secured until a deposit is received.

Bank Deposit
Bank Deposit may be available upon request.

If for some reason you are unable to pay your account may be considered overdue and you will be contacted until payment is received. An outstanding invoice that is overdue by 30 days will be forwarded to a Debt Collection Agency and any debt collection fees also applied.

Modification of Bookings

Once your booking has been submitted it immediately goes into the queue for processing. If you need to cancel or modify your booking before your deposit is paid, you need to contact us immediately to determine if we can accommodate any changes. If your deposit has already been paid your booking is considered confirmed. A $50.00 rescheduling fee will be applied, and subsequent rescheduling or changes will incur a $100.00 fee. We will happily help you where possible however please understand once your booking has been confirmed, changes may not be possible and are subject to availability. Changes requested and approved within 7 days of an event will incur a 5% administration charge on top of the above fees.

Cancellation Policy

All payments are final. Please select your TIME and DATE for events and private bookings carefully when choosing your event or session. Refunds will not be issued for change of mind, or if you cannot, or do not, attend your booked event.

In the event of a cancellation by the client, the party deposit or booking session fee will be forfeited. Requests for a change of event will incur a $50.00 rescheduling fee for the first time, and a $100.00 rescheduling fee for all subsequent changes of the date or time.

All payments are considered final, and no refunds will be issued, even in cases where payments have been made for additional services or for unattended guests. Please be aware that we pay performers upfront to secure them for events. All supplies and catering are also pre-ordered and paid for upon booking, and we are unable to provide refunds for unused services.

As a professional entertainment company, we only take bookings that we can fill. This provides you with a streamlined stress-free experience. You can be confident that once you receive a booking confirmation email that your event is 100% locked in.

In the case of illness of our performers, we will do our best to replace the performer with another talent approved for the role. In some cases, if no available performers are approved for your entertainment choice other entertainment options will be offered from our available pool.

Wet Weather Events

The safety and enjoyment of our guests are our top priorities. As many of our packages include outdoor activities, we have specific policies in place to address various weather conditions:

1. Showers:
Events can continue as planned with minor adjustments. Activities will be confined to under the marquees or indoors as needed.

2. Extreme Downpours or Flooding:
Significant changes to the itinerary will be made, with most activities moved indoors. Due to limited space, we kindly ask that guests be informed of the following:

For school-aged children, drop-off is preferred.
For younger children, we ask that only one parent remains on-site.
Deluxe package clients may opt to reschedule their event or proceed with the adjusted plan.
Grand package clients will be offered the option to downgrade to a Deluxe package for the day.

3. Hot Weather:
In the event of extreme heat, we may move portions of the itinerary indoors to ensure the safety and comfort of all attendees.

4. Extreme Weather or Acts of God (e.g., Flooding, Road Closures):
If extreme weather conditions or natural disasters occur, resulting in flooding or road closures, we will reschedule your event for the safety of all guests and staff.

5. External Vendors and Suppliers:
Please note that external vendors and suppliers, may have their own weather-related policies regarding refunds and rescheduling. While we do our best to work with suppliers with similar policies to ours, we can not guarantee that suppliers will be able to reschedule and in some cases deposits or balances may be forfeited.

Surcharges

Enchanted Enterprises is a small team of dedicated performers. Based on demand and availability, surcharges have been applied to certain times and dates.

A Public Holiday surcharge of 15% applies to bookings scheduled to occur on any Queensland Public Holiday.

Limitations on Liability

Enchanted Enterprises Pty Ltd will not be held responsible for the behaviour of any child or other person attending your event as a guest. We reserve the right to cease entertainment at the discretion of the entertainer or hosts, if behaviour of any child or event guest becomes unacceptable, or if there is any unreasonable risk of harm to the entertainer, other children or event guests. The client agrees that either yourself or another nominated adult will remain present for the duration of the event, and will be responsible for the supervision of child and guest behaviour. Enchanted Enterprises will not assume responsibility for providing any disciplinary action during a event. To continue to deliver and offer a magical and wonderful experience for your event, our character entertainers will need to stay fully in character and to only focus on children that are following the rules and behaving appropriately during the event. If any issues do arise then it is the parent or guardians sole responsibility to issue any discipline and deal with any disruptive behaviour. Our characters are not childminders and at least one parent must be present for the entire duration of the booking.

Adults

All guests are expected to behave appropriately around our performers. All of our entertainment offered is Family Friendly regardless of any of your preconceptions of the character they are portraying. Any inappropriate language or touching from a guest, depending on the severity judged by the discretion of the performer will result in a warning or the end of the performance without a refund. The client agrees that Enchanted Enterprises will not in any way be liable to you or to any other person for any damage, loss or injury suffered by yourself or any other persons while participating in the event, however such damage, loss or injury, may be caused, whether by our act, default, omission or negligence and you agree to indemnify The Enchanted Enterprises in respect of such injury, loss or damage.

Special Requirements

You agree to notify Enchanted Enterprises of any special requirements of any child or event guests, including but not limited to allergies or other mental, emotional or physical issues, which may affect the food provided or the entertainment we choose to provide, and you agree to indemnify Enchanted Enterprises in respect of any claim which may arise as a result of your misrepresentation or failure to make such a disclosure.

Insurance and Liability

Enchanted Enterprises holds comprehensive insurance and operates as a child-friendly establishment. While we diligently implement safety measures to protect all our event guests, it is important to note that we are not liable for any accidents, injuries or damages that occur during the event. All of our staff and performers hold valid Working with Children's checks (Blue Cards) and Public Liability Insurance.

Damages

It is the responsibility of the client to supervise and manage any children who may be inadvertently causing damage to our equipment, decorations or venue in any capacity. Clients will be held accountable for any property damages resulting from the misconduct of children attending the event and may be liable to pay for damages.

Privacy

Enchanted Enterprises is committed to safeguarding the personal information of all clients, including your personal information, such as email addresses, phone numbers, and email addresses, treating it as confidential. We will not disclose your private information to third parties without your consent.

Changes to itinerary

All of our event packages are based on a recommended number of guests. The total amount is tailored specifically to each individual package. The total amount includes any other children above the age of 12 months eg. siblings, friends or other relatives who will be joining in with the parties games and activities; including siblings of guests.

Each package has a select capacity of children able to attend. If the client wishes to go over that number, they will be asked to upgrade their package to allow more children to attend. Please note that the capacity of children is a maximum of 12 in a Classic package and 20 in Deluxe or Grand. Additional children will incur fees that are specified under each package, or may need a package upgrade.

If upon arrival there are more guests than intended, we are at no fault if we do not have enough resources to facilitate activities or catering for the entire group.

Changes to itinerary can be due to many reasons such as safety, including but not limited to wind direction, weather, children's participation, and other factors.

Our performers are trained to identify which activities are engaging with children. While we do list our itineraries, some flexibility is required as no two parties are the same. If there is a specific activity within a package you wish for us to prioritise, please let that be known upon booking in the "Additional Comments" section

Prohibited Conduct Policy

Enchanted Enterprises does not tolerate any type of workplace violence, abuse or harassment committed by or against our workers. For the purposes of this policy, this includes any and all communications such as phone calls, emails and text messages. Examples of such behaviour include, but are not limited to, being verbally abusive or making any kind of threat, yelling, swearing or speaking disrespectfully, displaying aggressive or hostile behaviour that creates a reasonable fear of injury to another person or subjects another individual to emotional distress, intentionally damaging property or personal items, committing acts motivated by, or related to, sexual harassment, causing any type of physical injury to another person.

Arrival and Departure

Parents or guardians of the birthday child is permitted 5 minutes prior to the scheduled event to deliver a birthday cake, party bags, or other items they wish to be included in their event. All other scheduled guests are allowed entry at the designated event start time where children and parents will be guided on what to do. Please note that your session time will be strictly adhered to, and your event will commence and conclude at the agreed upon time. Due to the need to prepare for subsequent parties, our hosts will kindly facilitate the departure of guests upon the conclusion of the event to ensure that we have ample time to prepare for the next event. If parents choose to drop their children and exit the event, they will be required to provide contact details in the event of an emergency. Enchanted Enterprises holds no responsibility for children who are not picked up at the timely conclusion of the event and we respectfully ask all parents to arrive 10 minutes prior to the event conclusion to ensure the safe departure of all children.

Adults On-site

Due to the limited capacity of our venue, we encourage only one adult per child to attend the event. We may not be able to accommodate for more adults due to our limited space, including tables and chairs. This is also to support the smooth conduct of the event, and ensure our performers can run the scheduled games and activities with enough space for all children to participate.

Guest Limits

Each package has a select capacity of children able to attend. If the client wishes to go over that number, they will be asked to upgrade their package to allow more children to attend. Please note that the capacity of children is a maximum of 20. Additional children will incur fees that are specified under each package.

If upon arrival there are more guests than intended, we are at no fault if we do not have enough resources to facilitate activities for the entire group. Your guest count must not exceed the maximum number of guests specified in your booking, with the birthday child included in this count. All children aged 1-12 are considered part of the total guest count upon entry. Please ensure that your guest list adheres to the maximum guest limit specified in your bookings. Additional uninvited guests may be denied entry to the event if we are unable to accommodate on the day.

Food

If you are providing a cake, please ensure that you bring a container for leftover portions when you depart, as we are unable to provide this for you on the day. We request cakes brought in to be Nut-Free. Our event packages include children's food and drink, which includes, but is not limited to, sandwiches, fruit, cakes, cookies, slices, pink lemonade, and water. Outside food is strictly prohibited due to our food safety requirements. Clients are responsible for informing Enchanted Enterprises of any food allergies at least 7 days prior to the scheduled event. Failure to do so relieves Enchanted Enterprises of any liability for allergic reactions that may occur during the event.

Media Release Policy

By attending one of our ticketed events you agree to the following for all attendees you are purchasing tickets on behalf of including all family members present.

I hereby grant Enchanted Enterprises and their associates the irrevocable right and permission to use photographs, video recordings, and any other type of media known or to be invented of me on any and all media (the Image/s), including but not limited to: websites, publications, promotional flyers and social media, for any other similar purpose without compensation to me throughout the universe for all time, in perpetuity without limitation to the advertising and publicity thereof now or hereafter known, and for any purpose whatsoever.

I understand and agree that such Images of me may be placed on the Internet. I also understand and agree that I may be identified by name and/or title in printed, Internet or broadcast information that may accompany the Images of me. I waive the right to approve the final product. I agree that all such Images, and any reproductions thereof, and all plates, negatives, recording tape and digital files are and shall remain the sole property of the The Mascoteers AU and their associates.

Further, I irrevocably grant the perpetual right to Enchanted Enterprises and their associates for the use of my name, voice, likeness, appearance and actions to be included therein without compensation, credit or any other consideration.

In addition, I hereby release Enchanted Enterprises and their associates from any liability for losses or damages to persons or property or for any infringement of my rights.

I have read this release policy and fully understand the contents and agree to the terms, meaning and impact of this release. I will have no right to any claims, demands, rights, promises, damages and liabilities arising out of or in connection with the use or distribution of said Images, including but not limited to any claims for invasion of privacy, appropriation of likeness or defamation.

Specific Performer Request

Unfortunately we cannot accommodate specific performer requests due to availability and unexpected changes which mean we may need to replace performers we originally intended to perform at your event.

Pricing Policy

Enchanted Enterprises hold the right to change any pricing on their websites either up or down at any given time. Price increases and reductions do not apply to pre-existing bookings.

Jurisdiction

The laws of Queensland govern this agreement.

Enquiries

If you have any questions about our terms and conditions, please contact us on hello@enchantedenterprises.com.au

Jurisdiction

The laws of Queensland govern this agreement.

Enquiries

If you have any questions about our terms and conditions, please contact us on hello@enchantedenterprises.com.au

Media Release Policy

By attending one of our ticketed events you agree to the following for all attendees you are purchasing tickets on behalf of including all family members present.

In addition, I hereby release Enchanted Enterprises and their associates from any liability for losses or damages to persons or property or for any infringement of my rights.

Specific Performer Request

Pricing Policy

Enchanted Enterprises hold the right to change any pricing on their websites either up or down at any given time. Price increases and reductions do not apply to pre-existing bookings. Clients who email us automically opt in to our mailing service and can choose to opt

Jurisdiction

The laws of Queensland govern this agreement.

Enquiries

If you have any questions about our terms and conditions, please contact us on hello@enchantedenterprises.com.au

Contact Us

Address

312 Lutwyche Road Windsor

4030 Queensland

Contact

1300 958 773

hello@enchantedenterprises.com.au

Opening Hours

* Open by appointment only*

Mon - Thurs

9:00 am – 3:00 pm (Office hours)

Fri - Sun

9:30 am – 2:30 pm (Event hours)