Privacy information.

What we collect

When you enquire or book, we store your name, email, mobile number, the details of your event (date, time, venue or home address, guest count, party type, selected characters and any notes you’ve shared), and the payment events for your booking. We don’t store card numbers — those go directly to Stripe, our payment processor.

How we use it

Everything we collect is used to run your party: matching you with performers, routing travel, preparing costumes and wardrobe, sending you reminders, and letting our cast know where to go on the day. We don’t sell your data. We don’t use it for marketing beyond the occasional follow-up from our team — and you can opt out of that any time by replying “unsubscribe” to any email.

Who sees your information

Your details sit in a private database accessible to the Enchanted Enterprises team and the specific performers assigned to your party. Performer details stay hidden from other clients, and your contact details stay hidden from other performers unless we need to arrange logistics for your day.

The 7-day cast reveal — a small, deliberate perk

Once your booking fee is paid, your date is held and your cast is secured — but you won’t see the performer names in your portal until 7 days before the party. There’s a reason for this, and it works in your favour:

• It gives us breathing room to confirm wardrobe and double-check the perfect fit behind the scenes.
• It protects our performers’ schedules — occasionally we need to reshuffle casts for logistical reasons (weather, illness, travel), and a locked name would give a false sense of certainty.
• It turns the reveal into a warm moment: a week out, you’ll get a little message with your final cast, looking forward to meeting your family.

Our performers see the same window on their side — full booking details (exact address, guest count, notes) are revealed to them 7 days before too. It keeps both sides nicely in sync.

Holds, quotes and timing

When you first enquire, your details are a quote — a snapshot of what’s available right now. Your cast isn’t held until the booking fee is paid. We keep the quote open for 7 days by default; if you need longer, just reply and we’ll extend it.

The package balance is due 7 days before your party. We’ll email a gentle reminder with a one-tap pay link before it’s due.

Changing your details

You can update most party details any time from your portal — guests, notes, parking, wet-weather plan. If you need to change the date, time or suburb we’ll open a fresh enquiry so we can re-check which performers are free, because availability shifts day to day. Your old enquiry is closed and the new one takes its place.

Changing your mind — refunds & the decline flow

Before payment, you can decline a quote at any time. If you haven’t booked elsewhere, we’ll often offer a small retention discount — take it or leave it, no pressure. After payment, booking fees are generally non-refundable as our performers have reserved the date for you. Edge cases (illness, genuine emergencies) are always a human conversation — use our contact form.

Data retention

Closed, declined, and expired enquiries stay in our records for 24 months in case you come back, and for tax / compliance. You can request earlier deletion by emailing us.

Your rights

You can request a copy of everything we hold about you, correct any of it, or ask us to delete it. Use our contact form with the subject “Privacy request” and we’ll handle it within 14 days.

Talking to us

The best way to reach us is the portal, by replying to any email from us, or through our contact form. A real human monitors those messages and you’ll generally hear back within a business day.