Terms & Conditions

These Terms & Conditions apply to bookings and services provided by Royal Guild Entertainment (“Royal Guild”, “we”, “us” or “our”).

By submitting a booking request or paying any deposit, you confirm that, before doing so, you were provided with or given a reasonable opportunity to review these Terms. Your booking contract is formed when Royal Guild sends written confirmation accepting the booking and receives any required deposit.

We want every Royal Guild experience to feel effortless and magical. These terms simply help make sure expectations are clear before the story begins.

OneBookings

A booking is not secured until Royal Guild has confirmed availability and the required deposit has been received.

Submitting an enquiry does not reserve a date, time or character.

Bookings are subject to performer, costume and location availability.

The person making the booking must be at least 18 years old and warrants that they are authorised to enter into the booking on behalf of the client and event host.

The client must check the booking confirmation and notify Royal Guild promptly of any error. Royal Guild is not responsible for an error in information supplied or approved by the client, except to the extent Royal Guild contributed to that error.

The confirmed performance period begins at the scheduled appearance time and ends at the scheduled finishing time, subject to these Terms.

No requested change is effective unless accepted by Royal Guild in writing.

TwoDeposits & final payment

A deposit equal to 50% of the booking price is payable to secure the booking. The deposit forms part of the total booking price. It compensates Royal Guild for reserving performers and resources and for reasonable administrative and preparatory work, but remains subject to the cancellation provisions below and any non-excludable rights under the Australian Consumer Law.

If the final balance is not paid by the due date, Royal Guild may give written notice requiring payment within a reasonable period. If payment remains outstanding after that period, Royal Guild may cancel the booking and apply the cancellation provisions in clause 3.

Any applicable travel, parking, toll, additional performer, bespoke production or other agreed charges will be included in your quotation or advised before confirmation wherever reasonably possible.

Prices are stated in Australian dollars. Where GST applies, this will be identified on your invoice.

ThreeCancellations & changes

We understand that plans sometimes change and ask that you let us know as early as possible.

The client may cancel by written notice. Subject to the Australian Consumer Law, the following cancellation charges apply:

• more than 30 days before the event: Royal Guild may retain a reasonable administration and preparation fee of $100, and will refund the balance;
• 7 to 30 days before the event: up to 50% of the booking price; and
• fewer than 7 days before the event, or non-attendance: up to 100% of the booking price.

Royal Guild will not retain more than its reasonable costs and losses arising from the cancellation. In assessing those losses, Royal Guild will take reasonable steps to mitigate loss, including by considering whether the booking time can be resold.

Changes to the date, time, location, character or experience are subject to availability and may result in a revised quotation.

Nothing in these Terms limits any rights you may have under the Australian Consumer Law.

FourChanges by Royal Guild

Royal Guild may make a minor change that does not materially reduce the nature, quality, duration or value of the booked experience.

If Royal Guild proposes a material change, including a different character, a materially different performance time, a shorter duration or a different event date, this will be communicated as early as practicable and the client may accept that change or reject it. If the client rejects a material change and Royal Guild cannot provide the agreed service, Royal Guild will refund the amount paid for the affected service within 10 business days, subject to any further rights under the Australian Consumer Law.

FiveCharacters & costuming

Royal Guild takes considerable care in the presentation, preparation and performance of its characters.

Photographs displayed online are representative of our standard of presentation; however, minor differences may occur between performers, wigs, accessories, costumes and styling.

Royal Guild is a small team, and while we will always let you know who to expect, we cannot guarantee a specific performer unless we have agreed that in writing.

Character combinations involving two or more performers are subject to individual availability and quotation.

SixArrival & performance time

We ask clients to provide accurate event timing and access information before the booking.

Where practical, performers may arrive nearby before the scheduled appearance so they can enter the event in character.

Please do not ask children to meet performers at their vehicle or changing location.

If the performance starts late because of the client, guests, venue or access arrangements, the scheduled finishing time may remain unchanged.

SevenParking & access

Clients are responsible for advising Royal Guild of appropriate parking, venue access, stairs, lifts, security procedures and any other relevant arrival information.

Where possible, safe parking should be provided reasonably close to the venue.

Royal Guild will not charge additional travel, parking, toll or access costs unless the basis of the charge was disclosed before booking or the additional cost results from incomplete or inaccurate information supplied by the client. Where an unforeseen charge arises, Royal Guild will obtain the client’s approval before incurring it wherever reasonably practicable. Any additional amount must reflect the reasonable third-party cost actually incurred.

EightTravel

Royal Guild is based in Sydney and services the greater Sydney region.

Travel charges may apply depending on distance, travel time, tolls, parking and performer requirements.

Regional, interstate and destination bookings are considered individually.

Any known travel fee will be included in or added to your quotation before booking confirmation.

NineOutdoor events & weather

Outdoor experiences require a safe, suitable and reasonably accessible performance area. The client is responsible for providing adequate shade, shelter or undercover protection appropriate to the weather and site conditions, and for protecting performers, guests, costumes, wigs, props and equipment.

The client must arrange a suitable indoor or undercover alternative that can be used if the outdoor performance area becomes unsafe or unsuitable due to rain, extreme heat, strong winds, storms, poor air quality, wet or unstable ground, or any other weather or site condition.

Royal Guild may delay, modify, shorten or stop an experience where weather or site conditions create a genuine safety risk. Where practicable, the client will first be given a reasonable opportunity to move the experience to a safe alternative.

If the experience cannot safely proceed because the client has not provided a suitable alternative, this will be treated as a cancellation by the client. The full booking price remains payable and no refund will be given, except as required by the Australian Consumer Law.

Royal Guild may offer rescheduling at its discretion, subject to availability and any additional costs.

TenAdult supervision

Royal Guild provides entertainment and character experiences. We do not provide childcare or babysitting services.

A parent, guardian or other responsible adult must remain present and responsible for the supervision of children throughout all private bookings.

For Royal Visits and other intimate bookings, a responsible adult must remain in the room or immediate vicinity for the duration of the experience.

Performers will not accompany children alone into bedrooms, bathrooms or other private areas.

Royal Guild will maintain child-safety procedures appropriate to its services and will require performers to hold any clearance or authorisation required by applicable law.

ElevenPhysical interaction

Warm, age-appropriate interaction is an important part of many Royal Guild experiences. This may include high-fives, hand-holding, dancing, posing for photographs and child-initiated hugs where appropriate.

For safety and safeguarding reasons, performers generally do not lift, carry, swing or hold children or babies, and children should sit beside rather than on the lap of a performer.

A child’s wishes and comfort regarding physical interaction will always be respected.

TwelveAdditional & sensory needs

We want children to experience Royal Guild in a way that feels comfortable for them.

Parents and guardians are encouraged to tell us before the event about relevant sensory preferences, accessibility needs, communication requirements or other considerations that may help us appropriately tailor the experience.

Royal Guild will consider reasonable adjustments in accordance with applicable law, having regard to the child’s needs, the nature of the service, safety and the practicality of the requested adjustment.

ThirteenIllness

Please let us know if the birthday child, household or event has a known contagious illness that may pose a risk to performers or guests.

If attendance presents an unreasonable health or safety risk, the parties will first consider rescheduling. If Royal Guild cannot perform because its performer is ill and no suitable substitute is available, the client may accept rescheduling or receive a refund for the affected service. If the client or event attendees are affected by illness, the client-cancellation provisions apply, except where the parties agree to transfer the booking.

FourteenBehaviour & safety

We want every guest and performer to feel safe.

Royal Guild reserves the right to pause, modify or end an experience where a performer reasonably believes that behaviour, environmental conditions or another circumstance creates a safety risk.

This may include aggressive behaviour, harassment, dangerous conduct, inappropriate touching of a performer or costume, unsafe animals or an unsuitable venue environment.

Parents and event organisers remain responsible for managing guest behaviour.

Except where immediate action is reasonably necessary to protect a person from harm, Royal Guild will give the client or responsible adult a reasonable opportunity to address the issue before ending the performance. If the experience is ended because of serious misconduct or an unsafe condition within the client’s control, no refund is required except to the extent required by law.

FifteenFood, cake & allergies

Royal Guild performers may participate in ceremonial cake moments and Happy Birthday celebrations.

Unless specifically agreed, performers do not prepare, portion or serve food and are not responsible for food safety or allergy management.

Parents or event organisers remain responsible for advising guests of ingredients, allergens and dietary requirements.

SixteenClient-planned activities

We are happy to discuss participating in suitable pre-planned activities such as tea parties, picnics, pass the parcel, crafts or small glam activities.

These must be discussed before the booking so we can consider timing, safety, suitability and whether the activity is appropriate to the character.

Activities not agreed beforehand cannot be guaranteed.

SeventeenPhotography & recording

Guests are welcome to photograph and record their own Royal Guild experience for personal use unless otherwise advised.

Unless professional photography is specifically included in your booking, Royal Guild is not responsible for capturing photographs or video of the event.

Permission for Royal Guild to photograph, film, publish or use identifiable images of children for its own marketing is separate from your entertainment booking.

We will not treat booking the experience itself as consent to use a child’s image for marketing.

Where Royal Guild wishes to use identifiable photographs or footage, appropriate permission will be sought.

EighteenSocial media

If you tag or mention Royal Guild publicly, we may engage with or reshare publicly available content where appropriate.

Where content prominently identifies a child, we will take particular care and may seek additional permission before using it for Royal Guild advertising or promotional purposes.

Parents and guardians remain responsible for deciding what images of their children they publish through their own accounts.

NineteenRoyal Keepsakes & virtual experiences

Personalised video messages and virtual experiences are prepared using information supplied by the purchaser.

The estimated delivery date for personalised recorded content will be stated at booking. The purchaser must review all names, pronunciations and other supplied information before confirmation.

Royal Guild will correct, at no additional charge, a material error caused by Royal Guild. Changes requested after production because of incorrect or incomplete purchaser-supplied information may incur a reasonable additional fee disclosed before the change is made.

Recorded personalised content is intended for personal use unless commercial use has been expressly agreed.

If a connection issue within Royal Guild’s reasonable control materially prevents the experience, Royal Guild will offer reconnection, rescheduling or an appropriate refund. If the issue is wholly within the client’s system or connection, Royal Guild will use reasonable efforts to assist, but the client-cancellation provisions may apply.

TwentyRoyal Wishes

Royal Wishes experiences are discretionary and subject to performer availability, safeguarding requirements, location, organisational approval and individual circumstances.

Submitting a nomination does not guarantee that a Royal Wish will be granted.

Royal Guild may liaise with hospitals, charities, guardians or other relevant organisations before agreeing to a visit.

A nomination is an invitation for Royal Guild to consider providing a discretionary complimentary or subsidised experience and does not create a contractual entitlement. A booking arises only when Royal Guild issues written confirmation.

Twenty-oneConsumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. These include guarantees that services will be provided with due care and skill, will be reasonably fit for any purpose made known to Royal Guild, and will be supplied within a reasonable time where no time is fixed. Depending on the circumstances, remedies may include repeat performance, repair, replacement, cancellation, refund, price reduction and compensation for reasonably foreseeable loss.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Twenty-twoIndependent brand & character disclaimer

Royal Guild Entertainment is an independent Australian entertainment business and is not affiliated with, sponsored by, endorsed by or licensed by any third-party film studio, publisher, broadcaster, theme park or other rights holder unless expressly stated.

Royal Guild’s original characters may draw upon public-domain stories, folklore and literary sources. Royal Guild does not authorise the use of any third party’s protected character artwork, logos, music, scripts, costume designs or other intellectual property. All third-party rights remain with their respective owners.

Where a Royal Guild character shares qualities with a particular well-known adaptation, any such resemblance arises from our common source material and is not intended to imply affiliation, authorisation or endorsement.

Twenty-threeWebsite content

Website photographs, designs, written material, Royal Guild branding and original business materials may not be copied, reproduced or commercially used without permission, except where permitted by law.

Third-party intellectual property remains the property of its respective owners.

Twenty-fourGoverning law

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts and tribunals of New South Wales. Nothing in this clause prevents a consumer from exercising any right to bring a claim in another jurisdiction where that right cannot lawfully be excluded.

Twenty-fiveLiability

Each party is responsible for loss or damage to the extent caused by its breach, negligence or wrongful act or omission. The client is responsible for damage to Royal Guild’s costumes, props or equipment caused by the deliberate, reckless or negligent conduct of the client or the client’s guests, excluding fair wear and tear. Royal Guild will provide reasonable evidence of any claimed repair or replacement cost.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, personal injury or death caused by negligence, or any liability or consumer right that cannot lawfully be excluded or limited.

Twenty-sixContact

Questions about a booking or these Terms can be directed to: