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Terms of Service

Last edited 14/12/2021

The Mascoteers AU A.B.N 12 931 015 17 trading as The Mascoteers (“we”, “us” or “our”) wish for you to have a positive booking experience when booking services (the services) from The Mascoteers website, which is displayed at www.themascoteers.com.au and www.princess-parties.com.au (the Website).

Please read these Service Terms and Conditions (the Purchase Terms) carefully to ensure that you are fully aware of your rights and our obligations to you when making a purchase.

Your completion and submission of your order signifies your agreement to be bound by the Booking Terms, which constitute the agreement between The Mascoteers AU and you. Any variation of the Booking Terms must be in writing and signed by a representative of ours.

Bookings

The person making a booking will be deemed to have accepted these Terms of Service on behalf of the persons or business entities named in the booking form (if different from the person making payment).

You accept total responsibility for the service booked by you and you use the service at your own risk.

It is the responsibility of the Client to ensure that your Guest count includes our performers and assistants and remains within the current legal Covid-19 guidelines.

Booking Policy

A 50% deposit is required to secure all bookings. All deposit payments are non-refundable.

COVID Policy: Only in the event of Public Health Orders imposing a full lockdown, that is, preventing any parties or events from taking place, will our cancellation policy be waived and all monies be refunded. In any other circumstances, such as if restrictions require you to change the number of guests or the location of the party or event, our cancellation policy remains in force and any deposit payments remain non-refundable.

Payment of the deposit is considered as acceptance by you of the terms and conditions contained herein. Where The Mascoteers AU has not requested a deposit to be paid, these terms and conditions are considered to be accepted upon your written or verbal confirmation of the booking, unless we are advised otherwise.

We accept payment using PayPal and Square via Visa, Mastercard, American Express, Paypal. Regardless of your above payment method, you will receive a transaction confirmation email confirming receipt of your order.

All invoices must be paid in full at least five (5) days before the booking date, unless The Mascoteers AU has expressly agreed otherwise. You will receive several email reminders about payment in the lead up to your event until payment has been successfully made.

Bank Deposit and Cash payments may be available upon request.

If for some reason you are unable to pay your account may be considered overdue and you will be contacted until payment is received.

An outstanding invoice that is overdue by 30 days may be forwarded to a Debt Collection Agency and any debt collection fees also applied.

Modification of Bookings

Once your booking has been submitted it immediately goes into the queue for processing. If you need to cancel or modify your booking before your deposit is paid, you need to contact us immediately to determine if we can accommodate any changes.

 

If your deposit has already been paid your booking is considered confirmed. We will happily help you where possible however please understand once your booking has been confirmed, changes may not be possible and are subject to availability.

 

Changes requested and approved within 72 hours (3 Days) of a party will incur a 5% administration charge.

Cancellation Policy

All deposit payments are non-refundable. If you cancel your booking with 5 days or less notice, there is a 50% cancellation fee. If you cancel your booking with 48hrs or less notice, there is a 100% cancellation fee.

If you have paid in full and decide to reschedule your booking with less than 48hrs notice due to wet weather, illness or any other unforeseen circumstances, a 50% fee will be incurred. However if more than 48hrs notice is given, no additional fees will be incurred to postpone your party or event and your payment will be held as credit towards your future booking.

We know that “life” happens, especially with little Birthday Boys and Girls. If he or she becomes ill and the party must be cancelled then we will work with you to find an alternative party date, based on availability and this may be subject to an extra charge.

As a professional entertainment company, we only take bookings that we can fill. This provides you with a streamlined stress-free experience. You can be confident that once you receive a booking confirmation email that your party is 100% locked in.

In the case of illness of our performers, we will do our best to replace the performer with another talent approved for the role.  In some cases, if no available performers are approved for your entertainment choice other entertainment options will be offered from our available pool.  In the very unlikely event we are able to provide a suitable solution you will be provided a full 100% refund plus a 20% credit toward future entertainment.

Service Areas

The Mascoteers AU is a Brisbane based mobile service that operates in South-East Queensland including City of Brisbane, Moreton Bay Region, Logan City, City of Ipswich, Redland City, Scenic Rim Region, Somerset Region, Lockyer Valley Region, City of Gold Coast, Sunshine Coast Region, City of Toowoomba, Shire of Noosa.

We are able to service the rest of Queensland with pricing upon consultation. Quotes may include travel, meal allowances, accommodation and a day-rate minimum. For safety a minimum of two performers are required to be booked.

Interstate & Overseas

Due to risks with Covid-19, Interstate Travel including Tweed Heads is not currently available.

Travel Fees

Travel fees and package duration minimums may apply to locations outside of the Brisbane Local Government Area and you will be notified of any additional such fees upon booking. Should you change the location of your event after you have booked to a location where a travel fee would usually be incurred, we reserve the right to invoice you for these additional travel fees. If you are changing to a closer area, you are entitled to a refund of the difference minus a 5% administration charge.

Parking fees may apply to certain bookings where no reasonable free parking is available for our entertainers. We ask that you notify The Mascoteers AU if any additional parking costs are going to be incurred prior to your event so we can invoice you for this additional parking fee. The Mascoteers AU reserves the right to invoice you for this fee after your booking if we were not made aware of this prior to the day or if no nearby free parking was available to our entertainer on the day.

Additional fees for areas outside of South-East Queensland that aren't listed may apply.

The Mascoteers AU works with a small team of dedicated performers. Based on demand and availability, surcharges have been applied to certain times and dates.

Early Mornings & Evenings

An event beginning before 8:00am, or an event finishing after 5:00PM will incur a flat $25.00 fee per performer booked on the event.

Public Holidays

A Public Holiday surcharge of 15% applies to bookings for the following dates in 2022 that are booked after our Early Bird cut-offs period.  The Early Bird cut-off is 2 month before the event for the following dates.

3rd of January - New Year Holiday

26th of January - Australia Day

15th of April - Good Friday

18th of April - Easter Monday

25th of April - ANZAC Day

2nd of May - Labour Day

10th of August - Ekka Wednesday

3rd of October - Queen's Birthday

A Public Holiday surcharge of 15% applies to bookings for the following dates in 2022 that are booked after our Early Bird cut-offs period.  The Early Bird cut-off is 2 month before the event for the following dates.

1st of January - New Year's Day

16th of April - Day following Good Friday

17th of April - Easter Sunday

The following Christmas period dates are bookable by consultation only and may attract a higher package fee.

24th of December - Christmas Eve

25th of December - Christmas Day

26th of December - Boxing Day

27th of December - Christmas Holiday

Limitations on Liability

The Mascoteers AU will not be held responsible for the behaviour of any child or other person attending your event. We reserve the right to cease entertainment at the discretion of the entertainer, if behaviour of any child or event guest becomes unacceptable, or if there is any unreasonable risk of harm to the entertainer, other children or event guests.

You agree that either yourself or another nominated adult will remain present for the duration of the event, and will be responsible for the supervision of the event and that you will advise The Mascoteers AU of who that supervising adult is prior to the commencement of the entertainment.

You as the hostess/host or the child’s parent, are responsible for any behaviour problems or issues during the event. Our Entertainers will not assume responsibility for providing any disciplinary action during a party. In order to continue to deliver and offer a magical and wonderful experience for your Party, our character entertainers will need to stay fully in character and to only focus on children that are following the rules and behaving appropriately during the party. If any issues do arise then it is the parent or guardians sole responsibility to issue any discipline and deal with any disruptive behaviour.

Our characters are not childminders and at least one parent must be present for the entire duration of the booking.

Adults

All guests are expected to behave appropriately around our performers.  This is particularly important characters such as Marilyn Monroe and Betty Boop and our mermaid performers.  All of our entertainment offered is Family Friendly regardless of any of your preconceptions of the character they are portraying. Any inappropriate language or touching from a guest, depending on the severity judged by the discretion of the performer will result in a warning or the end of the performance without a refund.  If there are any ongoing problems with a particular guest we recommend the Event Organiser to ask the guest to behave, or in some cases ask the guest to leave in order to avoid losing entertainment ending early.

You agree that The Mascoteers AU will not in any way be liable to you or to any other person for any damage, loss or injury suffered by yourself or any other persons while participating in the event, however such damage, loss or injury, may be caused, whether by our act, default, omission or negligence and you agree to indemnify The Mascoteers AU in respect of such injury, loss or damage.

You agree to notify The Mascoteers AU of any special requirements of any child or event guests, including but not limited to allergies or other mental, emotional or physical issues, which may affect the entertainment we choose to provide, and you agree to indemnify The Mascoteers AU in respect of any claim which may arise as a result of your misrepresentation or failure to make such a disclosure.

Changes to itinerary by the performer

All of our different event packages are based on a recommended number of guests. The total amount is tailored specifically to each individual package. The total amount includes any other children eg. siblings, friends or other relatives who will be joining in with the parties games and activities; including siblings of party guests.

 

If expecting more than the total amount of guests stated then in most cases another entertainer(s) will be required for an additional fee. Each package is different so please ask for price details if expecting a larger amount of guests.

If upon arrival there are more guests than intended we are at no fault if we do not have enough resources to facilitate activities for the entire group.

Changes to itinerary can be due to many reasons such as safety, including but not limited to wind direction for bubbles, low roofs, or a limited amount of space.

 

Our performers are trained to identify which activities are engaging with children. While we do list our itineraries, some flexibility is required as no two parties are the same. If there is a specific activity within a package you wish for us to prioritise, please let that be known upon booking in the "Additional Comments" section.

It is accepted by the Client that if other entertainment is present, including but not limited to jumping castles, trampolines, pony rides, face painters and other entertainment services that the itinerary will be modified.

Prohibited Conduct Policy

The Mascoteers AU does not tolerate any type of workplace violence committed by or against our workers. For the purposes of this policy, our workplace extends to the premises at which we are providing entertainment as we are a mobile business and includes any and all communications such as phone calls, emails and text messages. Examples of such behaviour include, but are not limited to, being verbally abusive or making any kind of threat, yelling, swearing or speaking disrespectfully, displaying aggressive or hostile behaviour that creates a reasonable fear of injury to another person or subjects another individual to emotional distress, intentionally damaging property or personal items, committing acts motivated by, or related to, sexual harassment, causing any type of physical injury to another person.

Other Booked Entertainment

If The Mascoteers AU prefers not to be booked alongside other Character Entertainment companies.  To preserve our Company Image, in the event that another company has been booked at an event, we reserve the right to not appear in pictures alongside the other company.

Performer Safety Policy

Performance Area

It is the responsibility of the Client to ensure a safe performing area for our performers. For Mascots and some other special suited characters this includes having no stairs to manoeuvre and a safe, dry and even area to perform on.

 

Parks & Outdoor Venues

Some characters will require to be ready and have breaks in a private room on-site. Due to these limitations, some characters are not available for services at parks and outdoor venues that don't have a dedicated performer green room.

Hot Weather

The Mascoteers AU provides services with a number of characters. Some of these character costumes are extremely hot or difficult to manoeuvre for an extended period of time.

It is understood upon booking suited performers that strict break timing is implemented as outlined by the itinerary and is required by our Risk Assessment.

If signalled by a suited performer to the handler that they are unable to continue a visit The Mascoteers AU reserves the right to end the character interaction for the safety of our performer. In the event of an early ending, a discount in lieu of perform time may be applied upon discussion after the event.

In the case of Face Characters costumes may be subject to changed last minute if temperature is too high (example: Ice Princesses multi-layered Winter Outfit to her strapless Coronation Dress)

Cold Weather

Performers may be given Character appropriate Winter pieces during colder weather months. 

Wet Weather

To maintain the integrity of our costuming, and for the safety of our performers The Mascoteers AU are not permitted to perform in the rain, or on wet or muddy ground.

Specific Performer Request

If you have a specific performer request for a character then please ask and we will do our best to accommodate this for you.  There may be a $50 "Request Fee" pending your chosen performer's availability.

Media Release Policy

By attending one of our ticketed events you agree to the following for all attendees you are purchasing tickets on behalf of including all family members present.

 

I hereby grant The Mascoteers AU and their associates the irrevocable right and permission to use photographs, video recordings, and any other type of media known or to be invented of me on any and all media (the Image/s), including but not limited to: websites, publications, promotional flyers and social media, for any other similar purpose without compensation to me throughout the universe for all time, in perpetuity without limitation to the advertising and publicity thereof now or hereafter known, and for any purpose whatsoever.

 

I understand and agree that such Images of me may be placed on the Internet. I also understand and agree that I may be identified by name and/or title in printed, Internet or broadcast information that may accompany the Images of me. I waive the right to approve the final product. I agree that all such Images, and any reproductions thereof, and all plates, negatives, recording tape and digital files are and shall remain the sole property of the The Mascoteers AU and their associates.

 

Further, I irrevocably grant the perpetual right to The Mascoteers AU and their associates for the use of my name, voice, likeness, appearance and actions to be included therein without compensation, credit or any other consideration.

 

In addition, I hereby release The Mascoteers AU and their associates from any liability for losses or damages to persons or property or for any infringement of my rights.

 

I have read this release policy and fully understand the contents and agree to the terms, meaning and impact of this release. I will have no right to any claims, demands, rights, promises, damages and liabilities arising out of or in connection with the use or distribution of said Images, including but not limited to any claims for invasion of privacy, appropriation of likeness or defamation.

Pricing Policy

The Mascoteers AU hold the right to change any pricing on their websites either up or down at any given time. Price increases and reductions do not apply to pre-existing bookings.

Promotions

From time to time we run promotions where coupon codes may be issued. Coupon codes, special offers or promotional price reductions cannot apply to pre-existing bookings.

Prices are as reflected on our website and services are subject to availability.

Additional terms and conditions may apply for individual promotions.

Jurisdiction

The laws of Queensland govern this agreement.

Enquiries

If you have any questions about The Mascoteers AU Terms, please contact us on 1300 958 773 (AU Only) or email us at info@themascoteers.com.au

Terms and Conditions last updated 14 December 2021.