Terms and Conditions 2025

Booking Diary Closing Dates 

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Elf VIP Experience books close Monday 17th November 2025 18:00.
 

Sleigh Travel

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

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Time Slots

You have the flexibility to choose a specific arrival time or select a time window that suits you best. As a VIP, your booking is the only one we have that day—so the schedule is entirely built around you.

While we always aim to arrive early and pride ourselves on being punctual, there may occasionally be unforeseen circumstances—such as traffic or delays—that are beyond our control. Your patience and understanding in these rare moments help ensure a smooth, stress-free experience.

We’ll keep you informed of any delays and will send you a message upon arrival to confirm that you’re ready for the magic to begin.

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Additional Guests On Top

Please only invite guests who have been included in your original booking. Unfortunately, we are unable to accommodate additional children at the last minute, as this can result in some feeling left out and may create an uncomfortable situation for your Elf.

To ensure a magical and smooth experience, it’s important that all attending children are booked and paid for in advance. Your Elf reserves the right to cancel the visit if there are unregistered guests present. In such cases, the booking will be classed as a cancellation and will be non-refundable.

You have up to two weeks before your scheduled visit to make any final changes to your booking.

Performance Area

Having trialled both indoor and outdoor visits over the years, our team of Elves have unanimously agreed that the magic works best on your doorstep or in the back garden. These settings allow for a more enchanting and immersive experience—plus, the littlens love peeking at our ears from a safe distance! Performing outdoors also gives us more space to be animated and playful, without the worry of knocking things over with our larger-than-life costumes.

After all, on Christmas Eve, even Santa and his Elves only come inside after the littlens are asleep—so let’s keep that same magical tradition alive. Only the tiny Elf on the Shelf Elves are allowed indoors!

That said, as a VIP, you have the choice to invite us inside your home if you wish. However, please note the following:

• Elves cannot remove their shoes under any circumstances.

• Elf Express Limited will not be held responsible for any damages or breakages that may occur during an indoor visit, due to the size of our costumes and footwear.

• By choosing an indoor visit, you accept full responsibility and acknowledge the potential risks involved.

Although incidents are rare, they have happened in the past, which is why indoor visits are no longer part of our standard Magical Elf Visit offering.

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Enquiries and Bookings

All enquiries remain unconfirmed until full payment has been made through our invoicing system. Once you receive your payment receipt, your booking is officially confirmed.

However, please be aware:
If your ‘Personal Info Forms’ are not submitted by the deadline of Monday, 7th November, your booking will be cancelled, and no refund will be issued.

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Booking Steps

1. Initial Booking & Payment
   Your booking starts with completing the booking form, which includes your contact details, location, package choice, number of children, and selected date/time slot.
   You will then receive an invoice via email.

2. Forms & T&Cs
   After payment, you will be sent:

   • Your ‘ICEVOICE’ confirmation

   • Your ‘Personal Info Forms’, which include your Terms & Conditions.
     We highly recommend reading and signing these before making payment to ensure you're happy with everything.​

 

Your Elfmin (Elf Admin) will not contact you until the night before your visit, unless:

• We’re missing important information

• There is an issue with your booking

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However, you are welcome to contact us at any time via call or WhatsApp—our details will be included in your confirmation. The information provided in your forms (about your littlens, preferences, etc.) is essential to making the magic come to life! This must be submitted before the deadline to ensure the full experience.

You will receive a reminder and follow-up if your forms are incomplete. However, Elf Express is not responsible for chasing clients for missing details. If the forms are not submitted in time, your visit will still go ahead, but please understand that the experience may not meet full expectations, and this will be at the fault of the client.

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Payments

Payments are made via invoice, which will be emailed directly to you through Stripe. Simply click the ‘Pay this Invoice’ button in the email, and you’ll be directed to your secure online payment link. You can then enter your payment details and click ‘Pay’, or use Apple Pay if that’s your preferred method. All payments are instant and securely processed through our Stripe system.

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Elf Express now also accepts payments via Klarna and Revolut. We are currently working to integrate these options into our main booking system for a smoother checkout experience in the future.

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Full payment is required at the time of booking with Elf Express Limited. All packages include personalised items that go into production 24 hours after booking. With thousands of littlens to visit, our Elves work all year round to make sure everything is ready and perfectly planned for the big day!

 

Please note: If payment is not made within 24 hours of the invoice being sent, your slot will be automatically released and made available to others.

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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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We cannot accept any edits for any child's information for your VIP Elf Experience after the cut off date of Monday 17th of November 6pm. ​  If your visit is before this date it must be no later than 2 weeks before your scheduled visit.

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Warning: All children's information must be correct before the deadline. 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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*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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Saving your 'Personal Info Form'​

You can now save your Personal Info Forms before submitting them, allowing you to retain all entered information, make edits, and avoid losing any details before the cut-off date.

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Packages

Once a package has been booked, you will not be able to upgrade or switch to another one of our Elf Express Packages. Please make sure you’ve selected the right option for your day. Once booked, you have 24 hours to request any changes. After this time, we begin preparing for your event, including placing orders and making necessary purchases, so no upgrades or package changes can be made.

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Date Of Booking

Once your booking is confirmed, changing the date may not be possible in the lead-up to your visit. We will always do our best to find an alternative VIP date for you, but please understand that we book up very quickly—especially as the festive season approaches—making changes increasingly difficult later in the year.

If you're unable to attend on your scheduled date, you will not be eligible for a refund, as all gifts and items will have already been personalised and prepared specifically for your booking.

 

Contact Info & Address  ​

When making your booking, please ensure that the contact details provided belong to the person we will be liaising with on the day of your visit. If we only have the booker's details and are unable to reach the correct contact on the day, this may result in your visit being cancelled and classed as a no-show.

The address entered at the time of booking must be the same address your Elf will visit on the day. Please do not change your address after booking, as this can cause confusion and disruption to your visit schedule.

Do not add the names of the children attending until you are 100% certain of who will be there. As soon as names are submitted, we begin personalising your items. Once created, we cannot make changes, and no replacements will be provided.

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To avoid delays or errors, please ensure that your booking form, invoice, and Personal Info Forms all contain the same matching information. Inconsistent or incorrect details may result in your booking being lost and 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  9th November 2025 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 can not reach you we will not be able to visit, we have a very busy schedule and unfortunately cannot wait around. You must be in for then duration of your time slot. 

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We can not agree to times for your visit and even though you may get a smaller time frame given to you the day before this is subject to change. 

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Be ready for us when we arrive, we have to work fast between each visit to fit everyone in. 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 behind, 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 with their 'Elf Pod' is not the first image you want your child to see. When you 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 fly 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 thousands of littlens in the lead-up to Christmas, and to keep everyone safe, we continue to follow social distancing practices during our visits. Our schedule is very tight, so it’s essential that our Elves stay healthy and avoid passing on any illnesses while visiting so many children in a short period.

To help protect your family and ensure all visits go ahead smoothly, we kindly ask parents to encourage their littlens to keep a respectful distance during the visit. This helps reduce the risk of sickness and keeps the magic alive for everyone!

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Please DO 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. All Parking charges are to be covered by the client. 

 

Refunds & Exchanges

Any bookings are non refundable after 24 hours of booking. They can only be transferred to a different date in 2026, subject to availability of the Snowball Diary. 

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Once payment is made, you have 24 hours before your booking becomes final. After this period, cancellations will not be eligible for any form of refund.

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

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Once payment is made, you have 24 hours before your booking becomes final. After this period, cancellations will not be eligible for any form of refund. No refund can be made after this time unless the cancellation is made by Elf Express Limited.

 

Unforeseen Circumstances 

At Elf Express, we always strive to deliver a 5-star experience and go above and beyond for our #ElfGang to ensure your day is as magical as possible. However, there are times when certain situations are beyond our control — such as accidents, vehicle issues, severe weather warnings, or sudden illness — that may impact our ability to deliver your experience as planned.

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In the event of such an incident, Elf Express Limited will do everything possible to find a quick and suitable solution. If we are unable to reschedule or have limited availability, you will be entitled to a full refund.

We understand that these situations can be frustrating, and we genuinely appreciate your patience and cooperation. Please know that we value every single one of our Muggetoffs, and we are committed to creating unforgettable experiences for all the little ones involved.

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We pride ourselves on our dedication, customer satisfaction, and the high reputation we’ve built over the years. Mistakes are rare, but when they do happen, we will always take responsibility and do our very best to make things right.

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Offers & Discounts 

Please note that VIP bookings are not eligible for any offers, promotions, or discounts.

All other bookings may be subject to occasional offers, which will be clearly communicated through our official channels. Offers cannot be combined with other promotions or applied retroactively

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Elf Rights​

We have a zero-tolerance policy towards bullying, sexism, racism, or any form of discrimination. If we observe any such behaviour—whether through phone calls, texts, emails, or social media—we reserve the right to immediately cancel your booking.

In the event of cancellation due to unacceptable conduct, no refund will be issued, and this will be treated as a cancellation by the client.

Furthermore, we reserve the right to refuse service or communication with any individual or group who behaves in a rude, negative, offensive, or abusive manner.

 

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. 
 

 Sickness 

If, in the event that one of our Elves becomes ill with a contagious sickness, they will be unable to work until they have fully recovered. Should this happen, we will contact you promptly. If we are unable to arrange cover for the scheduled day, we will work with you to reschedule the visit. If the new dates do not fit your schedule, you will have the option to receive a full refund or to move your booking to the following year. The safety and well-being of our clients are our top priority, and we will do everything possible to accommodate you.

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Elf Express operates a no-refund policy. We recommend booking for a single household to ensure the best experience. However, if you choose to share your booking with another household, we can arrange for the isolating household to join via FaceTime or video call. All souvenirs and gifts will be left at the visited home for all children included in the booking.​

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We do not go inside any home for a Magical Elf Visit, 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. ​​
 

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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