STANDARD TERMS 
Applies to all party package bookings

Our terms and conditions must be agreed upon for all bookings. Regardless of whether the booking was taken over the phone or through our booking system on the website or invoice

website name provided on all invoices and confirmation emails

A booking is not confirmed until the depositor payment has been received.  Deposits/payments must be paid within 7 days from receipt of your booking form. unless paid through the services shop 

Please ensure you obtain confirmation of payment.

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All bookings are under the agreement that entertainers are self-employed.

Entertainers must be paid the remaining party balance on the day of your party

 Your entertainer reserves the right to request this payment before starting the party unless you have paid in full prior

Correct party information (including party date, time, address BEST CONTACT NUMBER and character) must be provided at time of booking.

We are not liable for any costs associated with your party outside that of your entertainer.

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You acknowledge that all risks associated with your party are borne by yourself.

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We accept no liability for accidental damage or injury to property or persons so long as its safe all of our equipment is checked regularly and kept in good condition thus for NOT PAT tested, as its not a legal requirement 

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We reserve the right to make changes to party format, including equipment used and games played depending on scenery & venue

and have the right to refuse to place a bouncy castle if terrain is unsafe to do so or impedes any public land or passages

We hold the right to cancel a party if non disclosure of it being on public land or holding a public  event we hold the right to not return the deposit

Complaints procedures can be made to us at Team@superherouk.co.uk

We hold a non refund policy following complaint longer than 24hours after your booking

complaints must be made to either your booking provider on the day or us within 24hours

We have up to 7 days to respond to a complaint and resolution as by guidelines under consumer law is up to 60 days

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Service payments are non-refundable. However, we will gladly liaise with you to find an alternative date based on availability within a six-month period. we can also amend or swap character at no additional cost if booking is over 1 hour or party package

All refunds will be made within 30 days of request, we have up to 30 days to return funds wholy or partially all refund requests must be submitted to us by email

We will only refund amounts paid to us for our services, we accept no liability for venue costs or additional party costs incurred/inconvenience costs, we accept no liablity for costs beyond that paid to us

TRAVEL: All bookings are discretionary for surcharges that can apply

If youre notified of any travel delays in advance and accept potential lateness then youre booking  is non refundable

Once notified if you accept a potential delay you lose the right to request a refund or partial refund

We aim to arrive 1 hour before party packages & 15mins before mascot only bookings

We ALWAYS leave on time and notify a cusotmer of any potential delays due to local events or accidents out of our control

If you dont accept the potential for lateness or delays due to things out of our control youre entitled to a full refund within 30days

This Must be decided before your performer/SuperheroUK staff departs

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We may take pictures from time to time of our mascots in action for proof of fulfilment and advertising purposes, and costume showcasing please let your actor know on the day if you disapprove, we will never take photos of anyone or anything unless the actor/mascot is in that photo in a costume owned by us i.e premises or other guests unless requested upon visiting

(you hold the right to disagree) We  hold the rights and ownership to any photographs taken of & by our staff in costume

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Events  and all ticketed parties are NON REFUNDABLE  once purchased due to max capacity venues

All complaints must be submitted to staff at the event or party  and its at our discretion weather we choose to refund under any dissatisfaction

once you leave an event we are unable to refund any tickets

We have every right to refuse entry if any of the event policies are ignored or breached

if we refuse entry you are entitled to a full refund

All events are titled on the website any special guest appearances are subject to change per booking

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BOUNCY CASTLES 

Bouncy castles bookings are NON REFUNDABLE also

If we arrive at the property and its not safe for a castle to be placed we hold the right to keep the balance and refuse the booking, if you have any query just pop us an  email with an image of the space required

Weather conditions may also be unsuitable and unsafe when wet, we hold the right to reschedule your booking if the weather is not appropriate or safe , inc rain, wind & snow a customer also has the right to reschedule any booking at any time

During peak months June-October  we do not offer refunds on cancelled bookings due to demand 

We have up to 6 months to reschedule a booking if the customer chooses to cancel or reschedule a booking, admin fees may apply 

its the customer (your) responsibility to ensure that our castles are allowed  and accepted at the venue- same applies for PAT testing

Not all of our catsles are PIPA tagged so this has to be confirmed prior we wont refund the cost of the castle if this is refused

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