Please read before confirming a booking
Terms & Conditions.
The terms below govern every Enchanted Enterprises booking, mobile and venue, and are the same terms used across our live booking system.
General terms
Payments
We accept Visa and Mastercard through Stripe, or bank transfer. Card payments include a processing fee. Accounts overdue by more than 30 days may be forwarded to a debt collection agency, with associated fees payable by the client.
Coupons, gift cards & vouchers
Coupons, gift cards and vouchers apply to private bookings only and cannot be used to pay booking fees. Credits over $25 do not apply to mobile services unless otherwise stated, and cannot be transferred.
Media & photography
For private experiences, Enchanted Enterprises retains copyright of images taken and may use them for promotional purposes. A complete buyout option of $500 is available to keep your images private.
Liability
Enchanted Enterprises is not liable for damage, loss or injury occurring during your event. At least one parent or guardian must be present for the full duration. We reserve the right to cease entertainment at the performer's discretion if behaviour is unacceptable or unsafe.
Governing law
These terms are governed by the laws of Queensland, Australia. Questions? Email hello@enchantedenterprises.com.au.
Windsor House policies
Bookings & booking policy
Windsor House parties are booked online. Ticketed experiences and solo VIP experiences are non-refundable. Your reservation is confirmed once your booking fee is received, and your full balance is due 7 days before your Windsor House party.
Payment schedule
A booking fee of $250 secures your reservation (non-refundable). It is payable immediately online, or within 3 days by bank transfer. Your final balance is due 7 days before your Windsor House party.
Modifying your booking
Rescheduling within one calendar month of your original request incurs a $250 fee. Changes requested within 7 days of your Windsor House party attract an additional 5% administration charge. Changing your style, theme or characters after confirming your booking incurs a $100 change fee; minor changes requested close to your date may attract a $30 late-change admin fee.
Cancellation policy
As party planners, much of what goes into your event — characters, food, styling, supplier bookings — is arranged and paid for ahead of time, and those costs often can't be recovered. So if you cancel: your booking fee (room hire) secures your date and is non-refundable; we'll refund anything we haven't already committed or spent on your event; and costs already incurred on your behalf — supplier bookings, ordered food and perishables, custom or personalised items — can't be refunded. The closer to your date, the more is already locked in. Where we can, we'll offer you an experience credit (valid 12 months) rather than a forfeit. (Payments don't transfer to a mobile party on a change of mind — see "If Windsor House isn't available" for when we can't deliver.) Nothing in these terms limits your rights under the Australian Consumer Law.
Visitor limits & extra children
Each package includes a set number of children, with additional children charged at $25 each. Events cannot proceed if guest numbers exceed the maximum capacity for your package. Where that happens we'll work with you on an alternative — including moving your characters to a mobile party (not a like-for-like swap; standard travel fees apply — see "If Windsor House isn't available"). If no alternative is taken up, cancellations within 14 days due to over-capacity are handled under our cancellation policy.
Food & allergens
Cakeage: a Display Cake ordered through your RSVP is $5 per slice; bringing your own cake (cakeage) is and includes a 30-minute courtyard extension; cupcakes attract no cakeage. Outside food: outside food decisions must be recorded in the RSVP form before the RSVP cutoff; supplementing the included menu is free if it stays within your booked time, or per half hour if extra setup/pack-down time is needed and approved in advance; a $100 cleanup fee applies if setup rules are not followed. Allergens: our food is prepared by external caterers and we cannot guarantee an allergen-free environment — cross-contamination is possible, and Enchanted Enterprises is not liable for allergic reactions.
Wet weather
Windsor House parties are run indoors. In the event of extreme weather or an Act of God that prevents your Windsor House party, it will be rescheduled; no refund applies.
Arrival & departure
Parents and guardians may arrive up to 5 minutes early to drop off a cake or items. Other guests are admitted at the designated start time. Session times are adhered to strictly. Please collect children no later than 10 minutes before the conclusion; we accept no liability for guests not collected on time.
COVID-19
A refund is offered only where public health orders impose a full lockdown that prevents us from delivering your Windsor House party.
If Windsor House isn't available
Your booking is a package made up of separate parts — room hire at Windsor House, plus entertainment, food, styling and more. The $250 booking fee covers the room hire; the rest of the package is paid 7 days before your event. Very occasionally, circumstances outside our control (such as safety or access issues) may mean Windsor House isn't available. In that case: - Events within 3 months go ahead as planned wherever possible. If Windsor House becomes unavailable at short notice, we'll contact you straight away to arrange the best alternative. - Events booked further ahead are accepted on the understanding that Windsor House may not be available for the whole of that period. Where we know in advance, we'll give you as much notice as we reasonably can — aiming for at least 3 months. - If we can't host your booking at Windsor House, the rest of your package isn't lost. We can move it to a mobile party at your place — because our mobile service is mostly character-focused, this isn't a like-for-like swap, so we carry your characters across, credit what you've paid toward the mobile party, adjust for any difference in value, and standard travel fees apply. You may instead reschedule, or take a refund of anything you've paid for parts of the package we can't deliver (including the room-hire fee if you'd rather not move to mobile). Nothing in these terms limits your rights under the Australian Consumer Law.
Add-ons & extras
Optional extras (such as additional platters, custom balloon garlands, boutique sessions and similar) are paid up front when you order them, because we order and pay for them ahead of your event — so once ordered they can't be refunded. Some add-ons have cut-offs: most by 30 days before your event, and platter orders by the Wednesday before. After the cut-off we may not be able to add them.
Mobile party terms
Bookings & booking policy
Mobile parties are booked online. A booking fee of $100 per performer secures your booking and is non-refundable unless we are unable to fulfil your booking.
Modifying your booking
Before performers are assigned, you can change your party's date or time yourself in your online portal — instantly and free. Once your performers are locked in, a date or time change works differently: we open your new date to our performers first (including your current performer), and your party stays booked on its original date until the new one is confirmed. If the new date comes together, a change fee of $50 per performer applies — or $100 per performer if the change is within 7 days of your party — and your booking fee moves across to the new date. If we can't staff the new date, your original booking stands as-is at no charge; if you'd rather cancel at that point, our standard cancellation policy applies and your booking fee is forfeited as the cost of your reserved date. Wet-weather rescheduling attracts a $100 per performer fee, as our performers are paid upfront.
Cancellation policy
All payments are final and your booking fee is forfeited upon cancellation. Rescheduling fees apply as above (per performer; higher within 7 days). Wet-weather cancellation fees apply because suppliers are paid in advance. A credit may be offered (valid 12 months; it cannot be put toward a future booking fee or transferred to a mobile party).
Service areas
We operate across South-East Queensland: City of Brisbane, Moreton Bay Region, Logan City, City of Ipswich, Redland City and the City of Gold Coast. Other areas may be available by consultation, with quotes that include travel, accommodation or day-rate minimums. A minimum of two performers is required for safety.
Surcharges
Early mornings & evenings: bookings starting before 8:30am or finishing after 5:30pm attract a $25 per performer surcharge. Public holidays: a 15% surcharge applies (Easter and the Christmas period may require consultation and can attract higher fees). Travel fees apply based on distance from our Windsor base and are confirmed before your booking. Parking fees are the client's responsibility where no reasonable free parking is available.
Payments
Your final balance is due 7 days before your event. We accept Visa and Mastercard through Stripe, or bank transfer; card payments include a processing fee. Cash on the day can be arranged for mobile parties before your event. Accounts overdue by more than 30 days may be forwarded to a debt collection agency, with associated fees payable by the client.
Specific performer requests
If you request a specific performer who has already been assigned to another booking, a $50 administration request fee applies.
Limitations on liability
Enchanted Enterprises is not responsible for the behaviour of children or guests, and reserves the right to cease entertainment at the performer's discretion if behaviour is unacceptable. At least one parent or guardian must be present for the entire duration. We are not liable for damage, loss or injury occurring during your event.
Changes to the itinerary
A degree of flexibility is required: the activities, games and the running order can vary on the day depending on safety, space and how the children are engaging — every performer brings their own flair. The magical moments are always there, but the exact run sheet is not fixed. If there is something your child especially wants — a particular game, character moment or activity — please tell us in advance and make it clear, and we will do our best to make it happen. If more guests attend than your invoice states, additional entertainers may be required (fees apply); if more guests arrive than planned, we cannot be held at fault for insufficient resources.
Performer safety policy
The client is responsible for providing a safe performing area. Suited characters require a private room for breaks. In hot weather, strict break timing applies and we reserve the right to end an interaction early. In wet weather, performers will not perform in rain or on wet or muddy ground.