Terms and conditions

1. Who we are and how to contact us

We trade as Delivered by Santa. Our business address is 4a Blenheim Road, Weymouth, Dorset, DT3 5AZ, United Kingdom. You can contact us at hello@deliveredbysanta.com. Please include your order reference when asking about an order, change or complaint.

2. What we offer

Audio messages are personalised recordings delivered by a private listening link. Video messages are personalised recordings delivered by a private viewing and download link. A video costs £14.99 for every recipient, child or adult. Adult videos are only available for recipients aged 18 or over. They are recorded entertainment, not live calls. For audio, you may write your own words or review and edit a draft created from your details. Video uses one preset film and script with the specified personal details added. You cannot write a custom video script or choose another version. A demo shows the format; names and personal details in a finished order will differ.

Doorstep visits are short personal appearances at the address and on the date shown in your confirmation. A standard visit costs £24.99, lasts about five minutes and includes one child. Each additional child must be included in the booking and costs £5. Photos can be taken during the visit. Gifts are optional. Santa does not supply presents; you must provide any gifts you want him to hand over.

School, group and grotto work is arranged by enquiry. Your written quote or booking confirmation will set out the agreed date, hours, location, price, deposit, what we provide and any event specific arrangements. The organiser supplies the grotto and gifts unless we agree otherwise in writing.

3. Placing an order and paying

Check the product, recipient details, price, delivery choice, visit date and address before paying. Prices are displayed in pounds sterling. An online order is accepted when payment succeeds and we send a confirmation. If payment fails or a visit slot is no longer available, the booking is not confirmed. We use Stripe for secure payment and do not receive your full card details.

We may contact you if essential details are missing or a request cannot reasonably be fulfilled. We will agree a suitable correction or alternative with you, or refund an order we cannot provide.

4. Details you give Santa

You are responsible for providing correct names, pronunciation guidance, contact details, delivery destination, address and any personal details you want Santa to mention. You confirm you have permission to share information about the recipient and any children. Adult messages are for recipients aged 18 or over, and the purchaser must also be 18 or over. Do not submit unlawful, abusive, discriminatory or sexually explicit content, or material that infringes someone else's rights. We may ask you to revise unsuitable wording.

Tell us promptly about a mistake. We will try to correct details before production or delivery, but changes requested after work has begun may not be possible and may involve a reasonable additional charge agreed with you first.

5. Audio and video delivery

We send a private link to the email address or UK mobile number you choose. Check those details carefully and keep the link private. You may play or share the finished message with the intended family and friends for personal use. An email can land in spam, and a mobile network or third party delivery service can delay a message.

If you request a chosen UK delivery date and time, it must be at least 30 minutes ahead. The elves need at least 10 minutes after payment to prepare the link. We send at or after your chosen time once the recording is ready. If production takes longer, we send it as soon as it is ready and tell you if there is a significant problem. A chosen time is a target rather than a guarantee to the minute.

If a link does not work or the finished recording does not match the agreed order, email us with your reference so we can investigate and, where appropriate, correct or replace it.

6. Doorstep visits

Only the dates and areas shown as available for your postcode can be booked online. The two hour arrival window allows for travel and other homes on Santa's route. Someone responsible must be at the address for the entire window; we cannot promise an exact arrival time. An adult must supervise children throughout. Please provide safe access, tell us about any access needs or safety concerns, and keep pets under control.

If you chose to provide gifts, have them ready in the agreed place. Santa will hand over your gifts but does not provide or purchase them. If nobody answers or the visit cannot safely take place, Santa may need to continue his route. Contact us promptly and we will discuss a practical rearrangement where possible. A replacement time or date cannot be guaranteed.

7. Changing or cancelling your order

Personalised recordings: If you change your mind, contact us as soon as possible. A digital order may carry a 14 day statutory cancellation right before digital supply begins. If you expressly request supply during that period and acknowledge at checkout that you will lose the right to cancel when supply begins, that change of mind right ends once we begin supplying the recording. We do not offer a separate change of mind refund after that point. If the required consent or acknowledgement was not obtained, your statutory cancellation rights remain.

Dated visits and grotto work: A booking for a leisure activity on a specified date or period may be exempt from the usual 14 day distance selling cancellation right. If you need to cancel, email us promptly. We will consider whether the date can be resold, the work already done and our reasonable direct loss. Any retained payment or cancellation charge will be fair and proportionate; a blanket non refundable charge does not apply. We may offer a new date where practical, but this depends on availability and travel.

Faults and our cancellation: If a recording is faulty or a service is not as described or performed with reasonable care and skill, your statutory rights to a remedy, price reduction or refund still apply. If we cannot provide your order or must cancel a visit, we will offer a suitable alternative or refund the part we cannot provide. Nothing in these terms limits your statutory consumer rights.

How to tell us you want to cancel

Where you have a legal right to cancel, email hello@deliveredbysanta.com before the cancellation period ends. You can use this wording, but you do not have to: “I give notice that I cancel my contract for [product or service], ordered on [date]. My name is [name], my address is [address], and my order reference is [reference].” We will acknowledge your request and explain any refund due under the law and these terms.

8. Weather, travel and events beyond our control

Severe weather, illness, road closures, technical failures or other events outside our reasonable control may delay delivery or prevent a visit. We will contact you as soon as reasonably possible and discuss a safe alternative, rescheduling or an appropriate refund if the service cannot be provided. We will not expect Santa to enter an unsafe location.

9. Personal use and privacy

Our scripts, recordings, photographs and website materials remain our or our licensors' intellectual property. Your paid recording is licensed for personal, non commercial enjoyment and sharing with family and friends. Do not sell it, present it as an official endorsement or use it in advertising without written permission. Please do not publish another person's private details without their consent.

We use the information you give us to process the order, create the message or arrange the visit and contact you about it. Contact us if you have a privacy question or want to know how your order details are used.

10. Responsibility and complaints

We are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded. These terms do not affect your legal rights.

If something is wrong, email hello@deliveredbysanta.com with your order reference and details. We will review the issue and explain the proposed remedy. The law of England and Wales applies, without taking away mandatory protections that apply to you as a consumer.