The Princess Pavilion
Terms & Conditions
Last updated: 25 September 2026
These Terms & Conditions apply to all bookings made with The Princess Pavilion Ltd (“The Princess Pavilion”, “we”, “us” or “our”).
By making a booking and paying the required deposit, the person named on the booking (“the Customer”, “you” or “your”) confirms that they have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions form part of the agreement between The Princess Pavilion and the Customer.
1. About your booking
The Princess Pavilion provides children’s entertainment, including character appearances, princess parties, themed entertainment, games, activities and associated entertainment services.
The exact entertainment provided will depend on the package and any additional services selected at the time of booking.
A booking is not considered confirmed until the required deposit has been received.
2. Booking confirmation
A booking is secured once:
The booking has been successfully submitted;
The required deposit has been paid; and
The booking has been accepted and confirmed by The Princess Pavilion.
Until the deposit has been received, we reserve the right to offer the requested date and time to another customer.
The Customer is responsible for checking that all booking information provided is correct.
This includes:
Date
Time
Venue/address
Contact details
Number of children
Package selected
Character requested
Any additional services
Any relevant special requirements
Please notify us as soon as possible if any information changes.
3. Deposits
A 25% non-refundable deposit is required to secure a booking unless otherwise stated at the time of booking.
The deposit must normally be paid within 48 hours of the booking being made.
The booking date is not guaranteed until the deposit has been received.
Deposits are non-refundable because, once a booking is secured, The Princess Pavilion begins allocating resources, planning the event, reserving performers and potentially purchasing or preparing materials specifically for the booking.
Payment of the deposit therefore reserves the date and agreed services for the Customer.
4. Remaining balance
The remaining balance must be paid in full no later than 7 days before the date of the booking.
The Princess Pavilion may issue reminders where appropriate, but the Customer remains responsible for ensuring that the balance is paid on time.
If the balance remains unpaid within 48 hours of the event, we reserve the right to treat the booking as cancelled and decline to provide the entertainment.
Where a booking is cancelled because the balance has not been paid, the deposit will not be refunded.
No performer will be required to attend an event where the required payment has not been received in full before the event.
5. Customer cancellation
If you cancel your booking, the deposit will remain non-refundable.
Where the remaining balance has already been paid, any refund will be considered in accordance with the circumstances of the cancellation, the timing of the cancellation and any applicable consumer rights.
Where the Customer cancels at short notice, we reserve the right to retain amounts reasonably attributable to costs already incurred, services already arranged or losses arising from the cancellation, subject to applicable law.
Nothing in these Terms & Conditions affects any statutory cancellation or consumer rights that cannot legally be excluded.
6. Postponements and changes of date
We understand that circumstances can change.
Where a Customer needs to move their booking to another date, we will try to accommodate a change where reasonably possible.
A change of date is subject to:
Performer availability
Character availability
Package availability
The new date being suitable for The Princess Pavilion
A postponement is not confirmed until an alternative date has been agreed.
Where a postponement is requested at very short notice, an additional administration, preparation or rebooking charge may apply where reasonably necessary.
If we cannot accommodate the requested alternative date, the booking will be treated in accordance with our cancellation terms.
7. Changes to your booking
Customers should notify us as soon as possible of any changes to their booking.
Changes may include:
Number of children
Party location
Start time
Character
Package
Additional entertainment
Special requirements
We will always try to accommodate reasonable changes.
However, we cannot guarantee that a requested change will be possible, particularly where it affects performer availability, scheduling, travel arrangements, equipment or the services originally booked.
A change may result in an additional charge where the change creates additional costs.
8. Maximum party size
Our standard package pricing applies to a maximum of 40 children.
This limit exists for safety, performer-to-child ratios, the practical delivery of activities and the overall enjoyment of the event.
If you expect more than 40 children to attend, please contact us before booking so that we can discuss whether suitable arrangements can be made.
We reserve the right to refuse or modify entertainment where the number of children significantly exceeds the agreed booking arrangements and creates an unreasonable safety or operational concern.
9. Venue requirements
The Customer is responsible for ensuring that the venue is suitable for the entertainment booked.
This includes ensuring that there is:
Adequate space for the activities booked
A safe environment for children and performers
Suitable access for the performer
Appropriate lighting and ventilation
Any furniture required for the booked activities
Suitable parking or unloading arrangements where reasonably necessary
Where the venue is unsuitable or unsafe, the performer may need to modify, pause or stop activities.
The Princess Pavilion will not be responsible for a failure to provide an activity where the venue does not reasonably allow that activity to be carried out safely.
10. Parking and travel charges
Our standard pricing is based on bookings within our normal operating area.
A fuel/travel charge may apply to bookings located more than 5 miles from our base in Blyth, as communicated at the time of booking.
The Customer is responsible for ensuring that suitable parking or access is available for the performer where reasonably required.
Where parking charges apply at the venue, these are the responsibility of the Customer unless otherwise agreed in writing.
Failure to provide reasonable access or parking may result in delays to the start of the entertainment.
11. Performer arrival and delays
We aim to arrive with sufficient time to prepare for the booking.
However, delays can occasionally occur due to circumstances outside our reasonable control, including:
Traffic
Road closures
Accidents
Severe weather
Public transport disruption
Unexpected delays at previous bookings
Vehicle problems
Other unforeseen circumstances
We will make reasonable efforts to notify the Customer if we expect a significant delay.
Where possible, we will make reasonable efforts to ensure that the booked entertainment is still delivered.
12. Performer conduct and character
Our performers are required to remain in character where the package requires this.
The performer may adapt games, activities or the running order of the party depending on:
The ages of the children
The number of children
Available space
The behaviour and engagement of the children
The timing of the event
Safety considerations
Circumstances arising during the party
The precise running order of activities may therefore vary from the advertised description where reasonably necessary.
13. Children’s supervision and safeguarding
The Customer remains responsible for the supervision, welfare and behaviour of all children attending the event.
Our performers are entertainers and are not childcare providers or babysitters.
A performer must never be expected to take sole responsibility for supervising children.
The Customer must ensure that an appropriate number of responsible adults are present throughout the event.
For safeguarding reasons, performers must not be left alone with children.
14. Inappropriate behaviour
We expect our performers to be treated with respect.
The Princess Pavilion does not tolerate:
Verbal abuse
Threatening behaviour
Physical aggression
Intimidation
Harassment
Deliberate damage to costumes, equipment or property
Inappropriate physical contact
Other behaviour that places a performer or child at risk
If a performer is subjected to inappropriate, threatening or unsafe behaviour, they may pause or end the performance.
Where a performance is ended because of serious inappropriate behaviour by the Customer or guests, no refund will normally be provided.
The Princess Pavilion reserves the right to pursue reasonable costs arising from deliberate damage or other loss caused by inappropriate behaviour.
15. Costumes, wigs and equipment
Our costumes, wigs, props and equipment are valuable business property.
Customers and guests must take reasonable care around all The Princess Pavilion property.
The Customer may be responsible for the reasonable cost of repair or replacement where property is deliberately or negligently damaged by the Customer or their guests.
Normal wear and tear is excluded.
16. Glitter, cosmetics, tattoos and other products
Where a package includes glitter, temporary tattoos, nail varnish, face paint or other cosmetic products, the Customer is responsible for informing us before the event of any known allergies, sensitivities or relevant medical information that may affect the safe use of those products.
Parents or guardians remain responsible for deciding whether their child should participate in an activity involving cosmetic or similar products.
The Princess Pavilion will use reasonable care when applying products but cannot guarantee that an individual will not experience an allergic reaction or sensitivity.
Where a child has a known allergy or sensitivity, the Customer must notify us before the activity takes place.
We reserve the right to refuse the use of a particular product where we reasonably consider that doing so is necessary for safety.
17. Mascot bookings
Where a mascot character is booked, including our Stitch’s Shimmer & Shine Add-On, the Customer must provide a suitable private area where the performer can change into and out of the costume away from children and guests.
The changing area must be reasonably safe, private and accessible.
The mascot performer may require additional preparation time before appearing.
18. Glitter Makeover bookings
Where a Glitter Makeover add-on has been booked, the Customer must provide:
A suitable table
Suitable chairs
Adequate space
A safe working area
These should be ready before the performer arrives.
Failure to provide suitable facilities may mean that the activity has to be modified or cannot be carried out.
19. Photography and video
The Princess Pavilion may take photographs or video footage during events for promotional purposes where appropriate permissions have been obtained.
The Customer is responsible for informing us before the event if any child attending the party must not appear in promotional photography or video.
Where specific consent is required, we will seek that consent.
Customers and guests are also free to take photographs and videos of the entertainment for their own personal use, subject to the rights and wishes of individuals attending the event.
20. Customer-supplied photographs, videos and content
If you provide photographs, videos, testimonials or other content to The Princess Pavilion for promotional or business purposes, you confirm that you have the necessary permission or rights to provide that material to us.
We may only use such material in accordance with the permission provided and applicable data protection law.
21. Venue rules
The Customer is responsible for ensuring that the event complies with any rules imposed by the venue.
This may include rules relating to:
Noise
Parking
Decorations
Food and drink
Glitter
Confetti
Face painting
Photography
Access
Fire safety
Maximum occupancy
Where a venue prohibits a particular activity, The Princess Pavilion will comply with the venue’s requirements.
22. Food, drink and catering
Unless specifically stated as part of your package, The Princess Pavilion does not provide catering.
The Customer is responsible for food and drink provided to guests and for informing guests of any relevant allergens.
Our performers are not responsible for supervising children’s food or drink consumption.
23. Health and safety
The safety of children, customers, guests and performers is a priority.
We reserve the right to modify, postpone, pause or stop an activity where we reasonably believe that continuing would create an unacceptable safety risk.
This may include circumstances involving:
Unsafe venue conditions
Aggressive or dangerous behaviour
Excessive crowding
Severe weather
Fire or emergency situations
Dangerous equipment
Other circumstances creating a significant safety concern
Where possible, we will discuss reasonable alternatives with the Customer.
24. Severe weather and circumstances outside our control
Sometimes events occur that neither the Customer nor The Princess Pavilion can reasonably prevent.
These may include:
Extreme weather
Flooding
Severe travel disruption
Road closures
Natural disasters
Major power or telecommunications failures
Government restrictions
Public emergencies
Serious illness
Industrial action
Other events outside our reasonable control
Where such circumstances affect a booking, we will make reasonable efforts to communicate with the Customer and, where possible, offer an alternative date or reasonable solution.
Nothing in these Terms & Conditions removes any rights you may have under applicable consumer law.
25. If The Princess Pavilion needs to cancel
We work hard to ensure that bookings go ahead as planned.
In the unlikely event that we have to cancel a booking and cannot provide a suitable alternative date or service, we will provide a full refund of payments made to us for the cancelled booking, subject to any rights or obligations imposed by law.
We will communicate with the Customer as soon as reasonably possible.
26. If a performer becomes unavailable
In exceptional circumstances, a particular performer or character may become unavailable due to illness, emergency or another unforeseen event.
Where this occurs, we will make reasonable efforts to provide:
Another suitable performer;
The same or an appropriate alternative character where available; or
Another reasonable solution.
Where the exact character or performer cannot be provided, we will communicate this with the Customer as soon as reasonably possible.
Performer & Character Availability
Bookings with The Princess Pavilion are often made many weeks or months in advance. Although we will make every reasonable effort to provide the number of performers and characters confirmed at the time of booking, individual performer availability cannot be guaranteed in the event of illness, injury, emergency or other circumstances outside our reasonable control.
Our performers are engaged for individual bookings and, particularly where a change occurs close to the event date, another suitable performer may not be available.
Where a performer becomes unavailable, The Princess Pavilion will make reasonable efforts to provide an appropriate alternative. Depending on availability, this may include:
A different performer portraying the same character;
A different suitable character;
Substitution with another available character, such as Spider-Man or another character from our current offering;
Adapting a multi-performer booking so that it is delivered by fewer performers; or
Another reasonable alternative agreed with the customer.
For example, where a customer has booked two performers and one subsequently becomes unavailable, we may be able to provide the party with the remaining performer rather than cancel the entire booking.
We will always try to preserve the overall experience and will inform the customer of a significant change as soon as reasonably practical.
Where a change materially reduces the service being provided — for example, where a two-performer package is ultimately delivered by only one performer — The Princess Pavilion will consider an appropriate adjustment to the affected element of the booking price or another suitable remedy in accordance with the circumstances and the customer’s statutory rights.
Where no reasonable alternative can be provided and The Princess Pavilion is unable to provide the booked service, our Cancellation & Refund Policy will apply.
A particular individual performer is not guaranteed unless The Princess Pavilion has expressly agreed otherwise in writing.
27. Complaints
We want every customer to have a positive experience.
If you are unhappy with any aspect of your booking, please contact us as soon as reasonably possible.
Where possible, complaints should be raised promptly so that we have an opportunity to investigate what happened.
We may request relevant information, photographs or other evidence where this is necessary to investigate a complaint.
We will consider complaints fairly and respond within a reasonable timeframe.
28. Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
The Customer remains responsible for the supervision and behaviour of children and guests attending their event.
The Princess Pavilion is not responsible for loss or damage caused by circumstances outside our reasonable control.
We are not responsible for the failure of a venue, third-party supplier or other service provider that is outside our control.
Nothing in these Terms & Conditions affects your statutory rights.
29. Personal belongings
Customers and guests remain responsible for their own personal belongings.
The Princess Pavilion is not responsible for loss, theft or damage to personal belongings brought to an event unless caused by our negligence or another circumstance for which we are legally responsible.
30. Third-party suppliers
Where a booking involves a third-party supplier or service provider, that provider may have its own terms and conditions.
The Princess Pavilion is not responsible for the acts or omissions of independent third parties outside our reasonable control.
Where we arrange a third-party service as part of your booking, we will make reasonable efforts to ensure that the service is delivered as agreed.
31. Intellectual property
The Princess Pavilion’s branding, logos, character concepts, written materials, photographs, promotional materials, designs and original content remain the property of The Princess Pavilion or the relevant rights holder unless otherwise stated.
They must not be copied, reproduced, modified or commercially used without appropriate permission.
32. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The version applicable to your booking will generally be the version in force and presented to you at the time your booking is made, unless a change is required by law or agreed between us.
The latest version will be published on our website.
33. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Any dispute will be dealt with by the courts of England and Wales where legally permitted.
34. Contact details
If you have any questions regarding these Terms & Conditions or your booking, please contact:
The Princess Pavilion Ltd
Email: bookings@theprincesspavilion.com
Website: www.theprincesspavilion.co.uk
Agreement
By paying the required deposit and proceeding with your booking, you confirm that you have read and agreed to these Terms & Conditions.
The Princess Pavilion Ltd
Terms & Conditions
Last updated: 25 September 2026