Turnips & Carrots
T's & C's

Terms and Conditions 2026

​

1. Booking Availability & Snowball Diary

Elf Express Ltd operates a first-come, first-served booking system for all Magical Elf Visits. Customers are encouraged to book early to secure their preferred package and time slot.

Elf Express Ltd reserves the right to close bookings for all packages except NIBBERDASH at any time to allow sufficient time for production of gifts and personalised items. Once bookings are closed, NIBBERDASH will remain the only package available. Customers acknowledge that booking early is necessary to secure their chosen experience.

The Snowball Diary remains subject to availability, and all time slots are allocated at Elf Express Ltd’s discretion.

​

2. Bubbies Go Free

Bubbies will only attend for free if they have not yet celebrated their first Christmas and are part of a group of paying children. Bubbies will not receive any gifts or souvenirs from your Elf during the visit. Any gifts or souvenirs for Bubbies will only be provided if they are added and paid for as an additional child in the package.
 

3. Gifts & Souvenirs

All packages include gifts and/or souvenirs as specified. The NIBBERDASH package is the only package that does not include any gifts or souvenirs.
Recipients are responsible for selecting the appropriate package based on their preferences. Elf Express Ltd accepts no liability for dissatisfaction or disputes regarding gifts or souvenirs for the selected package.

​

4. Christmas Eve (24th December) Pricing

The cost for each booking is calculated as:

• £35 for the first child

• £5 for each additional child

All charges are final, non-negotiable, and subject to availability. Elf Express Ltd reserves the right to refuse additional children if the required charges are not paid or if availability is limited.

​

5. Sleigh Travel

Additional costs for travel will be added to your total booking cost based on the zone of your Elf Hub, automatically determined from your postcode at the time of payment. Travel costs are as follows:

• Zone A – £10

• Zone B – £15

• Zone C – £20

• Zone D – £25

• Zone E – £30

• Zone F – £35

All travel charges are final, non-negotiable, and subject to availability.

​

6. Available Time Slots and Visit Arrival

The standard time slots for Elf Visits are:

• 10 am – 2 pm

• 2 pm – 6 pm

You must be available for the entire duration of your allocated time slot. Exact times cannot be guaranteed at booking due to factors such as traffic and travel time between visits. You must be prepared for your visit to occur at any time within your allocated time slot.

In some circumstances, additional time slots between 6 pm – 8 pm may become available. These slots are not visible in the booking system, so if your visit is confirmed in this range, you should still select the 2 pm – 6 pm slot during booking.

Your visiting Elf will message you on the day with a more precise arrival time, provide updates on delays, and confirm when they have arrived. Elf Express Ltd cannot be held responsible for delays outside of its control.
 

7. Smaller Time Frames (Night Before Visit)

On the night before your visit, you will be allocated a 2-hour time window. This time window is approximate and may be adjusted at Elf Express Ltd’s discretion. You must be present at home for the entire duration of your allocated visit. Elf Express Ltd cannot be held responsible if the visit cannot be completed due to your absence or failure to comply with the allocated time window.

​

8. Maximum Number of Children

The maximum number of children stated on all Elf Packages is fixed and cannot be exceeded under any circumstances. Elf Express is designed to be an intimate, personalised experience, not a party, and exceeding the maximum number will compromise the quality of service.

Elf Express Ltd cannot be held responsible for dissatisfaction or failure to deliver the intended experience if the maximum number is exceeded. Customers wishing to accommodate a larger group must book the Elf VIP Experience, which can be tailored to specific requirements.

​

9. Outside Performances

Magical Elf Visits are outside performances only. The Elf VIP Experience and Nursery/School Visits are conducted indoors but are limited to off-peak dates.

Elves perform best outdoors, giving a magical experience while maintaining safety and freedom of movement. Please do not request your Elf to enter your home. Failure to comply may result in future bookings being refused.

.

10. Enquiries and Bookings

Bookings are only confirmed once full payment has been made via the Elf Portal. You must submit complete North Pole Data by the required deadlines; otherwise your booking may be cancelled and payment non-refundable.

The Elf Portal collects personalised information for all children, which is essential for the Elf experience. Elf Express Ltd cannot be held responsible if incomplete or incorrect information is provided.

​

11. Payments

Payments are made via the Elf Portal, which calculates travel costs automatically. Payment methods include Klarna and Revolut.

Full payment is required at the time of booking. Personalised items go into production 24 hours after booking, with personalisation completed within 7 days.

Payments not made within 24 hours of invoice will result in your slot being released.​
 

12. Updating Your Booking / North Pole Data

You may update your North Pole Data via the Elf Portal until the stated deadlines.

• Changes to date, time, package, or address are not permitted after booking.

• North Pole Data must be accurate and complete before deadlines. Elf Express Ltd cannot accept edits after Monday 23rd November 2026 at 6 pm.​​​

​

13. Adding New Children

You cannot add additional children after Friday 20th November 2026. Any new children must be booked as a separate booking.

​

14. Mistakes After Deadline

Once your form has been submitted, you cannot make changes. Triple-check all details before submission. You will be liable for any mistakes made.

​

15. WhatsApp Communications

You will be added to a WhatsApp group before your visit. You are responsible for having WhatsApp installed. Elf Express Ltd will only contact you before your visit regarding missing information or urgent updates.

​

16. Child Names & Matching Info

All Littlens and Bubbies names must match the booking details. Any unapproved additions will result in cancellation of your booking.

​

17. Visit Preparation

• Be contactable on the day of your visit.

• Ensure parking is pre-arranged and charges are covered.

• Wait for your Elf to knock on the door — do not peek, to preserve the magic.​

​

18. Handling of Babies

Do not hand your babies to our Elves. Elf Express Ltd cannot accept responsibility for accidents or injuries. If, at your discretion, you allow an Elf to hold your baby, you accept full responsibility.

​

19. Refunds & Exchanges

Bookings are non-refundable after 24 hours. Transfers to 2027 may be allowed subject to Snowball Diary availability. Refunds must be issued via the original payment method.

​

20. Unforeseen Circumstances

Elf Express Ltd will make all reasonable efforts to deliver the experience. However, events beyond our control — accidents, vehicle issues, weather, or illness — may require rescheduling or a refund.

​

21. Offers & Discounts

Offers and discounts only available for those who booked with Elf Express Limited 2025. They are subject to availability and validity dates. Expired offers cannot be applied retroactively.

​

22. Elf Rights & Behaviour Policy

Zero-tolerance policy for bullying, discrimination, or abusive behaviour. Breaches may result in immediate cancellation with no refund.

​

23. Photo & Media Release

By tagging Elf Express or sending media, you grant a non-exclusive, royalty-free license to use your content in marketing, online, and printed materials worldwide.

​

24. Sickness & Safety

Elves perform outside only, except VIP visits. In the event of illness, Elf Express Ltd will reschedule or refund as needed.

​

25. Your Elf

Elf requests cannot be guaranteed due to planning. Visiting Elf details will be provided the night before via WhatsApp.

​

26. General Conditions

• Bookings are first-come, first-served, with returning customers prioritised.

• Parking costs are client responsibility.

• All rules must be followed. No exceptions will be made for missed deadlines or attempts to add extra children.

​

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. 

​