Terms & Conditions
Prices, fees and timeframes shown here are pulled live from our booking system, so they’re always current.
Bookings & booking policy
Our Group Experiences are booked online. Ticketed experiences and solo VIP experiences are non-refundable. Your reservation is confirmed once your booking fee is received, and your full balance is due 7 days before your experience.
Payment schedule
A booking fee of $250 secures your reservation (non-refundable). It is payable immediately online, or within 3 days by bank transfer. Your final balance is due 7 days before your experience.
Modifying your booking
Rescheduling within one calendar month of your original request incurs a $250 fee. Changes requested within 7 days of your experience attract an additional 5% administration charge. Changing your style, theme or characters after confirming your booking incurs a $100 change fee; minor changes requested close to your date may attract a $30 late-change admin fee.
Cancellation policy
As party planners, much of what goes into your event — characters, food, styling, supplier bookings — is arranged and paid for ahead of time, and those costs often can't be recovered. So if you cancel: your booking fee (room hire) secures your date and is non-refundable; we'll refund anything we haven't already committed or spent on your event; and costs already incurred on your behalf — supplier bookings, ordered food and perishables, custom or personalised items — can't be refunded. The closer to your date, the more is already locked in. Where we can, we'll offer you an experience credit (valid 12 months) rather than a forfeit. (Payments don't transfer to a mobile party on a change of mind — see "If our home isn't available" for when we can't deliver.) Nothing in these terms limits your rights under the Australian Consumer Law.
Visitor limits & extra children
Each package includes a set number of children, with additional children charged at $25 each. Events cannot proceed if guest numbers exceed the maximum capacity for your package. Where that happens we'll work with you on an alternative — including moving your characters to a mobile party (not a like-for-like swap; standard travel fees apply — see "If our home isn't available"). If no alternative is taken up, cancellations within 14 days due to over-capacity are handled under our cancellation policy.
Food & allergens
Cakeage: a Display Cake ordered through your RSVP is $5 per slice; bringing your own cake (cakeage) is and includes a 30-minute courtyard extension; cupcakes attract no cakeage. Outside food: outside food decisions must be recorded in the RSVP form before the RSVP cutoff; supplementing the included menu is free if it stays within your booked time, or per half hour if extra setup/pack-down time is needed and approved in advance; a $100 cleanup fee applies if setup rules are not followed. Allergens: our food is prepared by external caterers and we cannot guarantee an allergen-free environment — cross-contamination is possible, and Enchanted Enterprises is not liable for allergic reactions.
Wet weather
Our Group Experiences are run indoors. In the event of extreme weather or an Act of God that prevents your experience, it will be rescheduled; no refund applies.
Arrival & departure
Parents and guardians may arrive up to 5 minutes early to drop off a cake or items. Other guests are admitted at the designated start time. Session times are adhered to strictly. Please collect children no later than 10 minutes before the conclusion; we accept no liability for guests not collected on time.
COVID-19
A refund is offered only where public health orders impose a full lockdown that prevents us from delivering your experience.
If our home isn't available
Your booking is a package made up of separate parts — room hire at our home, plus entertainment, food, styling and more. The $250 booking fee covers the room hire; the rest of the package is paid 7 days before your event. Very occasionally, circumstances outside our control (such as safety or access issues) may mean our home isn't available. In that case: - Events within 3 months go ahead as planned wherever possible. If our home becomes unavailable at short notice, we'll contact you straight away to arrange the best alternative. - Events booked further ahead are accepted on the understanding that our home may not be available for the whole of that period. Where we know in advance, we'll give you as much notice as we reasonably can — aiming for at least 3 months. - If we can't host your booking at our home, the rest of your package isn't lost. We can move it to a mobile party at your place — because our mobile service is mostly character-focused, this isn't a like-for-like swap, so we carry your characters across, credit what you've paid toward the mobile party, adjust for any difference in value, and standard travel fees apply. You may instead reschedule, or take a refund of anything you've paid for parts of the package we can't deliver (including the room-hire fee if you'd rather not move to mobile). Nothing in these terms limits your rights under the Australian Consumer Law.
Add-ons & extras
Optional extras (such as additional platters, custom balloon garlands, boutique sessions and similar) are paid up front when you order them, because we order and pay for them ahead of your event — so once ordered they can't be refunded. Some add-ons have cut-offs: most by 30 days before your event, and platter orders by the Wednesday before. After the cut-off we may not be able to add them.
Payments
We accept Visa and Mastercard through Stripe, or bank transfer. Card payments include a processing fee. Accounts overdue by more than 30 days may be forwarded to a debt collection agency, with associated fees payable by the client.
Coupons, gift cards & vouchers
Coupons, gift cards and vouchers apply to private bookings only and cannot be used to pay booking fees. Credits over $25 do not apply to mobile services unless otherwise stated, and cannot be transferred.
Media & photography
For private experiences, Enchanted Enterprises retains copyright of images taken and may use them for promotional purposes. A complete buyout option of $500 is available to keep your images private.
Liability
Enchanted Enterprises is not liable for damage, loss or injury occurring during your event. At least one parent or guardian must be present for the full duration. We reserve the right to cease entertainment at the performer's discretion if behaviour is unacceptable or unsafe.
Governing law
These terms are governed by the laws of Queensland, Australia. Questions? Email hello@enchantedenterprises.com.au.
Questions about any of the above? Email hello@enchantedenterprises.com.au.