Terms and Conditions 2024

Booking Diary Closing Dates 

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Elf VIP Experience books close Sunday 24th November 2024 18:00.
 

Sleigh Travel

As a VIP, your travel is included in your bespoke package so you will not expect an additional charge. 

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Time Slots

You can choose your time of arrival or choose to have us arrive with in a time frame. Our. VIP's are the only booking of the day so you choose. Please be aware that we aim to arrive early and are always prompt, but understand that sometimes there are obstacles in our way that may be out of our control that may make us a little behind schedule. Your patience at this time is crucial to insure a stress free visit. 

We will keep you updated of any delays and will also send a message to tell you when we have arrived and to confirm you are ready for the visit to begin.
 

Additional Guests On Top

Please only invite guests who have been booked in for your visit we cannot unfortunate at the last minute cater for any additional children. This will result in unhappy children as they will feel left out. And will make it very uncomfortable for your elf. Your Elf has the right to not go ahead with the job if there are additional guests who have not been paid for. This will be classed as a cancellation and will be non refundable. You have until two weeks before your booking to make any last minute changes. 

Performance Area
Having experimented with both outside and indoor visits. The Elves as a collective have agreed they work so much better on your front door step or back garden. Gives it that extra magic, keeping the little ones at a distance, they love to examine our ears when we are close. We are able to be more free with our performances and we are at less risk of breaking things with our larger than life costumes. If on Christmas Eve, Santa and his Elves cannot enter your home unless the littlens' are asleep, then let's keep that magic alive and keep those Elves on the outside. Only the little Elf on Shelf Elves are aloud in your homes. 

But as a VIP you can choose if we come inside your home or not. If you do choose for us to come inside your home please be aware that under no circumstances can your Elf take their shoes off. And we will not be liable for any damages or breakages once inside your home. As stated our costumes are huge and are feet are big so it is more likely we could knock something or mark carpets.

I agree that I take full responsibility for my elf performing inside my home and understand the risks it may come with. This doesn't happen very often but it has happened which is why we no longer go inside for the Magical Elf Visits.
 

Enquiries and Bookings

All enquires are not confirmed until a full payment is made via our invoicing system, once you have received receipt of payment your booking is complete. But please remember that if your 'Personal Info Forms' miss the deadline in November your booking will be cancelled and you will not be entitled to a refund. 
 

Payments and initial bookings are to be made as your first step which will include contact information, your location, package choice, numbers, selected date and time slot. You will then be sent via email your 'ICEVOICE', along with your 'Personal Info Forms' that include your T's & C's. We highly recommend reading and signing this before you make payment. 

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Your Elfmin will not contact you until the night before your visit unless there is a problem or if we have information that is missing before the deadlines dates. But you will have our contact and will be able to call/whatsapp at any time. The info on your forms  include info about your child/children that is the ingredient in making the real magic come to life. This info will need to be collected for all visits before the deadlines below. You will receive a reminder and then a follow up reminder message if not completed. But please note Elf Express is not liable to chase any client for this information and your visit will go ahead without this, the client agrees to accept that the experience will not be exactly as expected, at the fault of the client.

 

Payments

Payments are made via invoice which is emailed directly to you via Stripe. All you need to do is click the 'Pay this Invoice' on your email which will then direct you to your online payment Link. Please then add your required info and hit 'Pay' or click the Apple Pay button if you prefer to make payments this way. All versions of payment are instant and secure online via our Stripe system. Elf Express can now take payments Via Klarna & Revolut too. We are currently working towards having this integrated in to our booking systems,  

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Full payment is required when booking with Elf Express Limited. All items are personalised and go straight in to production within 28 days of booking if booked before the 30th October 2024, any bookings made after this production begins within 24 hours. With thousands of children to visit us Elves work all year round to make sure that we are ready and organised for the big day! 

 

Payments must be made in full at the time of booking being completed via invoice.

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Any payments not made within 24 hours of invoice being sent will result in your slot being released. 

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Payment Plans

Good news! Elf Express is now eligible for Klarna & Revolut. Please choose this in your form of payment when making your purchase.
 

Amending or Updating Your Booking

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Childrens Personal Info Forms

You are now able to update and edit your own 'Personal Info Form' which your child's personalised info from the time of your first submission until the dates stated above via the link on your emailed confirmation which you will receive once submitted.

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If you do not submit your complete form by the times and dates stated your visit will be cancelled and payment will be non refundable. Once your 'Personal Info Form' has been submitted after the deadlines you will no longer be able to edit, change or add to it.

*This does NOT mean you can change your date, time, package or address and contact details. *

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These changes need to made via your Elf of contact. 

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We cannot accept any edits for any child's information for your ELF VIP EXPERIENCE after the cut off date of FRIDAY 15TH NOVEMBER 2024. If your visit is before this date it must be no later than 2 weeks before your scheduled visit.
 

Warning: If you book after the 30th October 2024 all children's information must be correct at the time of booking. The Elves go in to production of your personal items  for your Elf visits 24 hours after the booking has been complete and any changes after this date will be charged as an additional child.

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Packages

Once a package has been booked you will be unable to upgrade or change to another one of our Elf Express Packages, so be sure to have chosen the right one for your day. We can not change this after your 28 day cooling off period as we get to work straight away on products making orders and other purchases for your day. 

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Date Of Booking

You may not be able to change the date of your booking  in the lead up to your visit. We will do our best to finds another VIP date but we get booked up fast and the later in the year it because the more difficult it is to change but we will do our best to help move your vvid to another day. But If you can no longer make the date of your booking you will not be eligible for a refund as all of your gifts would have been personalised and made.

 Contact Info & Address 

Please when booking make sure you use the name and contact details of the person who we will be contacting on the day. If we have the bookers details we will be unable to get hold of you for your visits which could mean that you visit is cancelled and classed as a no show. 

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Please do not change your address from the time of your booking to your visit day. The address given on booking is to be the address that your Elf is visiting on the day of your visit.

 

Please do not add the names of the children attending the visit until you are 100% certain of the attendees as as soon as we see this info we will go ahead will personalising your items with the names given. Once these have been made we CANNOT make any changes. 

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Please be sure to have matching info for your booking, your invoice and your personal info forms so we are able to match this up. Without this your booking will be lost and may result in your visit being cancelled. 

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Adding New Children On To My Booking

I am aware that I CANNOT add any new children to my booking after Sunday 10th November 2024 and that any new children wanting a visit will have to be booked in as a new separate booking. If you have booked after this date, please speak with Elf Express ltd, ask will depend on which package and our suppliers closing dates and lead time. 
 

Mistakes After The Deadline

Once your form has been submitted you will not be able to change ANY mistakes made. You should be sure to triple check things over before you click submit before the deadline date. You will be liable for those mistakes if any occur. 

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Contact After Booking

You will be added to a what's app group once payment has been received this is where you can contact your Elfmin. Any messages Via email or socials will not be responded to due to high volumes. Please use this way as your only and fastest way of contact. It is your responsibility to have What's App downloaded for us to be able to add you. You will NOT hear from Elf Express Limited until the Day/Night before your booking. Elf Express will only contact you between now and the week of your booking, if there are any issues in regards to your booking. But as a VIP you will have direct contact with the North Pole and calls can be arranged. 

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Childrens Names

Please make sure that the Littlens and Bubbies names given on the form match up to the numbers of Littlens and Bubbies on your booking. These Littlens have been paid for and the Bubbies have been added when booking and agreed with Pop Head Elf. Do NOT add any additional Bubbies or Children on this form that have not been agreed. Should this be if you add more names than booked on our system your booking will be CANCELLED.  Elf Express LTD class this as misconduct. 

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Visit Prep

Please now if you haven't already download What’sApp so your Elfmin team can add you to a group chat which will have your Elfmin in and then the night before your Visiting Elf will also be added. You will not be contacted about your visit until 9am and 12 midnight the day/night before. Elf and safely always come first here at Elf Express so please do not try to call your Elf on the day of your visit, please arrange for us to call you so your Elmin can organise a call. 

NDA'S
Please let us know in advance about any NDAs that must be signed. We can do this pre visit or on arrival but would like arrive a little earlier. Please do inform us so we can inform and talk through it with your visiting Elf.
 

Visit Do's & Dont's

Please make sure that on the day of your visit you are contactable, if we cannot reach you we will not be able to visit.

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Be ready for us when we arrive! If your home is hard to find or unavailable on maps please inform your Elf before they set off. Getting lost, being unable to find the houses and no reply from Muggletoff is the number 1 reason why we end up late, more so than traffic. By helping us this can only help make our journeys smoother. 

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Wait for your Elf to knock on the door before you answer, watching your Elf set up by answering the door before they are ready will completely ruin your visit. There are a number of things that could happen and by opening the door too early it can spoil the magic. It could even result in your little believers not believing any more, so we urge you to follow this to a tee. 

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Close your curtains or keep the Littlens away from the windows. Seeing your Elf walk from their car is not the first image you want your child to see. When your visit comes to an end please encourage the children to move away from the door, your Elf will instruct them on where to watch us file across the sky so please do lead them toward that way so that we can disappear as magically as possible. No peeking! 

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We visit 1000's of children In the lead up to Christmas so even though the rules of Covid are no longer in place, we as a company are still working the social distance rules. We have a very short run so we can not be sick or pass on any illnesses being around so many children in such a short time. Covid is still about and so are other bugs so to keep you guys safe and to keep all of our visits safe from being cancelled due to a sick Elf we need the parents to encourage the little ones to not get too close. 

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Please try not give us your babies to hold, we should not hold your babies due to many things. Our insurance does not cover any accidents of this nature. We could fall, we have big feet you know and our costumes are not the softest which can cause scratches from our elaborate designs, ie: sequins. If you do give your baby to us to hold this will be down to your desecretion.

 

PARKING
Make sure parking is pre organised and any charges have been covered. We can give you reg numbers if you need them in advance. 
 

Refunds & Exchanges

Any booking that is completed after the 'Early Bird' is non refundable at any point this can only be transferred to a different date in 2024, subject to availability of the Snowball Diary. 

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All bookings made between 1st January & 30th October 2024 (Early Bird) have a cooling off period of 28 days from the date of payment, after this is time, the booking will become final and any booking that requests to be cancelled will not be entitled to any form of refund. 

Any agreed refunds need to be issued back to the original method of payment.

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Once you have booked you cannot move your booking to the following year. You can request a refund and rebook with us in the new year but this must be within our 28 day grace period.

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Once you have made a booking you will be eligible for a refund up to 28 days after your payment date. After this date No refund can be made unless cancelled by Elf Express Limited. 

 

Unforeseen Circumstances 

At Elf Express we always strive to give a 5* experience and we will always go above and beyond for our #ElfGang to ensure you the perfect day but unfortunately there are some things that are just out of our control that we are unable to prevent. Accidents, car failure, weather warnings, sickness just to name a few. In the event of an incident,  Elf Express will do their best to find a quick solution but if we are unable to achieve a result in time you will be entitled to a full refund if Elf Express Limited are unable to reschedule or have limited availability. 
 

Offers & Discounts 

Any offers and discounts are all subject to availability and have a time limit on when they are valid if this time is not met then your discount will become void. 

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Elf Rights

We do not tolerate bullying, sexism, racism or discrimination of any kind and have the right to automatically cancel your bookings if we see signs of this, whether it be via phone call text, email. socials. In the act of your booking being dismissed you will neither receive a refund and this will be classed as a cancellation. We have the full right to refuse to book in or speak with any person/persons who comes across rude, negative, offensive or abusive. 

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Any Shared Photo's Release Consent

By tagging Elf Express in your pictures/videos on socials or photos/videos sent over via any message including social media for Elf Express to use,  you hereby grant to us a non-exclusive, royalty-free, transferable, sub-licensable, worldwide license to host, use, distribute, modify, run, copy, publicly perform or display, translate, and create derivative works of your content.

I agree that the images and videos may be combined with other images, text and graphics, and cropped, altered or otherwise modified and printed publicity or promotional literature produced by Elf Express L.T.D, including leaflets, posters, newsletters and other display material; on Elf Express L.T.D website and other social media sites, including Facebook, Instagram, Twitter TikTok and YouTube; and in any publicity material about our services sent to the news media. I understand that websites and other online media can be seen throughout the world, and not just in the United Kingdom, where UK law applies.
 

VIP & Celebrity Collaboration Visits

All our celebrity friends who receive a gifted Elf Magical Visit, will in return post and share there experience via social media channels such as Facebook, Instagram and TikTok but not limited, Elf Express will be able to use any shared images and videos on there social media and their website and this may be combined with images, graphics and cropped, alter or otherwise modified without the consent of the original user. Collaborators who do not will be able to book via Elf  Express In the future. Collabs cost us a lot and is a huge loss if we do not get posts or stories in return. 
 

COVID-19/ Sickness 

As you are aware there are no current guidelines from our government in connection to Covid- 19 but Covid is still contractable and we are still adhering to the 5 working days off if contracted. Covid is one of many bugs that are rife during the Christmas period and we want to keep our team healthy and fit so that they are able to carry out all visits. As you can imagine one sick Elf can result in 100's of cancellations. We have no covers or understudies which is why it is important our social distancing rules are respected. 

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We can only go inside the homes if a VIP visit is booked. These are on dates that are not the same as the 8 a day visits. VIP visits are on off peek dates so if we do get sick we have time to recover before the big run up to Christmas. 

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If in the event that one of the Elves contract the virus or any other contagious sickness they will no longer be able to work until  their isolation period is up. In this case you will be contacted and we will, if we cannot get cover for the day in hand organise a new day for the visit. If these dates do not suit your schedule we will then give you the option of a full refund or to move your slot to the following year. The safety of our clients come first and we will do everything we can to get you rescheduled. 

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Elf Express has a no refunds policy, we advise to book as a single household. Although if you do decide to share the booking with another household we can offer the isolating home to join via facetime or video call.  All souvenirs and gifts  will be left at the visited house for all booked children too.
 

Your Elf 

You can request a favourite Elf but we cannot promise this due to pre route planning. All of The Elf Express are amazing and are hand selected  and trained by Pop Head Elf of The North Pole. 

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You will find out who your visiting Elf is the night before your visit via your Elf Whatsapp group that you will be in with your Elfmin & Elf. Changes can be made on the day of your visit so we would advise that you do not tell your littlens of our arrival and which Elf is on the way. There is always a risk of change due to all kinds of unforeseen circumstances, in this event we will do our best to reschedule or change things around but this may mean that your visiting Elf may change. 
 

Elf Rules

I understand that Elf Express Limited has Muggletoff (Parents) rules laid out by Santa and these rules must be followed for all, I am aware that I CANNOT change the rules that are in place for my booking. I know that under no circumstances Elf Express will be able to waiver any rules for my booking. I understand that I will not be able to discuss matters any further if I miss my deadline or if any mistakes are made. It is my responsibility to ensure that the deadlines are met and that my forms are read carefully and filled out correctly. I have been made fully aware of the repercussions, if I miss my deadlines or am found to be attempting to add extra children to my booking without discussion. 

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