Terms & Conditions

Terms and Conditions for Storybook Events Mobile Parties & Corporate Events

Payment:

Storybook Events conveniently accepts credit card payments. Company cheques may be used only for corporate events. We do not accept cash, personal cheques, or e-transfer payments at this time, with the exception of cash gratuities for the performers.

A non-refundable 50% retainer is required to secure your event in our calendar, however, you may opt to pay in full at any time.

*Your event is not secured until a payment has been made*

The remaining balance (if any) is due no later than 24 hours prior to the event via the same payment methods mentioned above. If funds are not received 24 hours prior to the event, Storybook Events reserves the right to cancel the event and retain the non-refundable deposit. Alternative payment accommodations must be discussed in advance and are at the discretion of Storybook Events KW.

Please note that should you not pay your retainer, we reserve the right to fill your time slot with other requests. If we receive a request for the same date/time as your booking within 3 days of your invoice being issued, we will give you the courtesy of reaching out for an immediate deposit before entertaining any other request. If within a week of issuing the invoice we have not received a deposit, your party will be removed from our system after attempting to contact you.

*Travel fees apply to locations 20km away or more from Kitchener City Hall. Please refer to our FAQ page regarding travel fees.

Rush Booking Policy:

In the event that you book your party 7 days (one week) or less away from the date of your event, a $50 non-refundable rush fee will be applied to your order.

Cancellation & Postponement:

In the event you need to cancel or postpone your event, Storybook Events KW will hold your retainer and apply to another date (pending availability) within the same calendar year (maximum of two date changes per retainer). If a new event date cannot be agreed upon within the year, the retainer will be forfeited to Storybook Events KW.
Should you cancel less than 14 days prior to your event, we reserve the right to collect an additional 20% of your event balance 24 hours prior to the contracted event date (to equal a total of 50% including the retainer) in order to compensate for events we have turned away and staff who have already been secured. At this point, your deposit is no longer transferrable to another calendar date. This means that should you wish to pursue another date, you will need to complete the booking process again, and a new retainer and balance will be required.
Should the cancellation be made less than 48 hours from the party date, the full invoiced amount owing is due to Storybook Events. At this point, your retainer is no longer transferrable to another calendar date. This means that should you wish to pursue another date, you will need to complete the booking process again, and a new retainer and balance will be required.

Setup Requirements:

Whenever possible furry pets should be placed in another room as many of our performers and artists have allergies. If this is not possible, please let us know so we can staff accordingly.

Due to sanitation reasons for face paint and costumes please avoid serving food or snacks while your entertainer is present. This includes having your entertainer take food with them, or cake feeding ceremonies. In order to continue to provide high quality service, clean faces and fingers are requested!

In addition to the shelter requirements listed in the outdoor events section, please ensure face painters are provided with a table and two chairs per painter. Balloon artists also typically require access to a table.

Please have all guests avoid the use of heavy scents or cigarettes in the vicinity of your entertainers.

Extreme Weather:

Storybook Events KW makes all reasonable attempts to fulfill your booking. We do, however, reserve the right to cancel bookings in the case of dangerous driving conditions, weather conditions in outdoor settings (see below), illness, and personal emergencies beyond our control. In this case, all funds will be refunded and you will receive a 10% credit for a future booking.

Outdoor Events:

If you wish for your entertainers to be outside, you will need to provide them with a shady/covered area to shelter them from the elements. Character performers should be given an indoor location on extremely hot or cold days. In the event that the provided tent or covering is not sufficient enough to protect the quality of the costume & wig in certain weather conditions (snow, sleet, rain, medium or high winds, etc.), the performer reserves the right to request an indoor space or leave the event if none is available, and no fees will be refunded.

Our Balloon Twisters and characters are unable to perform outside in temperatures below 10 degrees Celsius unless provided with a tent (with 3-4 walls) and a heat source of some kind. Face Painters and Mascots can perform in temps as low as -1 degree Celsius but must be provided a tent (with 3-4 walls) and a heat source.

Performer Safety:

Storybook Events KW entertainers are instructed to leave IMMEDIATELY if they experience or witness any verbal, physical, and/or sexual abuse during an event. There will be no refund of any kind. Our performers are playing the role of children's characters and are not to be objectified in any way. All entertainers are permitted to leave an event if they feel they are in an unsafe situation (including heavy drinking, drug use, or illegal activity), and no refund will be provided.

FOR THEIR SAFETY, ENTERTAINERS DO NOT HANDLE EVENT FUNDS AND DO NOT CARRY CASH ON THEIR PERSON.

Breaks Requirements:

All events and parties over 1 hour must have nearby access to a washroom. Artists and performers are permitted to take one PAID 15-minute break every 3 hours, or one half hour break every 6+ hours. Mascot performers must be provided with a weather-proof private space for breaks every half hour as the mascot costumes overheat easily.

Legal:

Storybook Events KW does not offer licensed and/or trademarked characters, we also do not intend to infringe on copyrights. All characters shown are either based on stories that are public domain or original characters that may have similarities to licensed characters.

If you wish to have licensed characters, please contact license holders. All advertisements and promotional material (if used) must use our original character names, as well as our original character images. Breach of this section may result in your event being cancelled, and Storybook Events KW will be paid any outstanding balance on the invoice.

Our characters are played by multiple actors and may appear different than in the photos advertised.

Storybook Events prides ourselves on quality and safety provided to our clients. For liability reasons, Storybook Events must be the only contracted company for the service we are slated to provide for your event. I.e. if we are hired for face painting, you cannot hire an additional face painting company. If we are hired for characters, we are to be the only character company in attendance. This is to ensure the safety of your children and attendees, and our legal safety knowing we have provided service according to our business standards when it comes to background checks, conduct, sanitization, and other liable actions.

Other:

Please note our face painters do not paint children under 2, or those that cannot consent. Our characters cannot hold or pick up children/babies.

Terms and conditions may be subject to change by Storybook Events at any time.

*Please note that by paying the security retainer, you are agreeing to the terms and conditions listed above.*

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Terms and Conditions for Storybook Event Space Parties

Payment Policies:

Deposit:

A non-refundable 50% retainer is required to secure your event in our calendar, however, you may opt to pay in full at any time.

*Your event is not secured until a payment has been made*

Remaining Balance:

The remaining balance (if any) is due no later than 30 days prior to the event via the same payment methods mentioned below. If funds are not received prior to the event, Storybook Events reserves the right to cancel the event, and you will not be allowed to enter the premises. Alternative payment accommodations must be discussed in advance and are at the discretion of Storybook Events KW.

Please note that should you not pay your retainer, we reserve the right to fill your time slot with other requests. If we receive a request for the same date/time as your booking within 3 days of your invoice being issued, we will give you the courtesy of reaching out for an immediate deposit before entertaining any other request. If within a week of issuing the invoice we have not received a deposit, your party will be removed from our system after attempting to contact you.

Rush Booking Policy:

In the event that you book your party 7 days (one week) or less away from the date of your event, a $50 non-refundable rush fee will be applied to your order.

Payment Options:

Storybook Events conveniently accepts credit card or visa-debit payments. Company cheques may be used only for corporate events. We do not accept cash, personal cheques, or e-transfer payments at this time, with the exception of cash gratuities for the performers.

Contract:

We ask for a signed contract alongside your non-refundable retainer to secure your date.

Damage & Cleaning Deposit:

We do not charge a damage or cleaning deposit, but we do require a credit card on file, in case charges must be applied. For your safety and ours, the event space is monitored by video, and will be thoroughly assessed if required, should damage be found and/or reported. Charges will only be applied after contacting you, and the amount may vary based on the damage assessment, and/or cleanliness after your event. Please note that for events over 4 hours a $75 cleaning fee will be automatically applied to your booking.

Cancellations & Refund Policies:

Cancellation & Postponement:

Booking deposits are non-refundable, as they apply to your booked date. The balance is due 30 days before your party date.

What if I need to cancel/reschedule?

Less than 7 days notice: Sorry, no refunds or rescheduling of your booking is possible at this point.

Over 8 days notice: Your original deposit is forfeited, and a new deposit is required to book a new date. If your balance is paid, it may be applied to a new date.

Over 30 days notice: You may reschedule your party and transfer your retainer to apply to another date with no penalty.

We do not offer refunds.

Safety & Accessibility Policies:

General:

Due to sanitation reasons for face paint and costumes please avoid serving food or snacks while your entertainer is present. This includes having your entertainer take food with them, or cake feeding ceremonies. In order to continue to provide high quality service, clean faces and fingers are requested!

Please have all guests avoid the use of heavy scents in the vicinity, including foods, perfumes, activities, etc. There is no smoking/vaping allowed on the premises.

No open flames are allowed in the vicinity with the exception of a supervised cake candle (no sparklers allowed).

Extreme Weather:

Storybook Events KW makes all reasonable attempts to fulfill your booking. We do, however, reserve the right to cancel bookings in the case of dangerous driving conditions, weather conditions in outdoor settings (see below), illness, and personal emergencies beyond our control. In this case, all funds will be refunded and you will receive a 10% credit for a future booking.

Studio Etiquette:

We ask that your guests don't arrive early, however when entering the venue please wait in the reception area for your Party Attendant, please try to keep conversations quiet so that you are not distracting or disrupting any classes in progress.

Video Surveillance:

Please note that there are clearly visible and signed cameras in the event space and the reception area that record video and audio 24/7. These are in place for the safety and security of the staff, students, visitors, property, and premises. Footage may be shared and viewed for educational purposes amongst authorised staff of Brass Butterflies or Storybook Events. In the case of an incident that requires further investigation, video footage may be shared with the appropriate authorities or insurance companies, however it will never be shared publicly or used for promotional purposes.

Code of Conduct:

We are a diverse, inclusive, welcoming community where each individual is treated with dignity and respect. Our code of conduct is simple and applies to ALL visitors, students, and staff. Everyone is welcome at the Brass Butterflies studio/Storybook Event Space regardless of gender, ethnicity, sexual orientation, physical appearance or ability. Disrespectful, exclusionary, hateful, or discriminatory behaviour will not be tolerated in our studio by ANY person towards any other. Anyone displaying such behaviour through their words or actions will be asked to leave without a refund or other compensation for uncompleted services. Disruptive or unsafe behaviour may also result in warnings or being asked to leave without refund.

Performer Safety:

Storybook Events KW entertainers are instructed to ask guests to leave IMMEDIATELY if they experience or witness any verbal, physical, and/or sexual abuse during an event. There will be no refund of any kind. Our performers are playing the role of children's characters and are not to be objectified in any way. All entertainers are permitted to leave an event if they feel they are in an unsafe situation and no refund will be provided.

FOR THEIR SAFETY, ENTERTAINERS DO NOT HANDLE EVENT FUNDS AND DO NOT CARRY CASH ON THEIR PERSON.

General Policies:

Food & Drink:

Through our A-La-Carte options you may have the Storybook team order pizza or sandwiches, or you may bring your own food items (with exceptions) into the event space. Please note there is no fridge, so plan accordingly. You may bring in your own food and drinks, with the exception of: gum, seafood (sushi excepted), or other strongly scented food items (as we share the facility). Please note that the Storybook Event Space is a nut/peanut free room.

No heating devices of any kind are to be brought in. We do not have a microwave or fridge. There is a sink in the room, however we ask you bring disposable serving ware/dishes.

NO ALCOHOL MAY BE BROUGHT OR SERVED WITHOUT A LIQUOR LICENSE. At this time we do not have a liquor license. You may apply for a liquor license for your event on a case-by-case basis, and are required to provide a copy to Storybook Events and Brass Butterflies a minimum of one week in advance. For safety purposes we will not permit alcohol for any children's party bookings. You must contact us at the time of your booking if you are planning to apply for a liquor license.