FAQs and Policies

Frequently Asked Questions

What is the best place to host a party?

Anywhere can be a good party space! If you choose to have your party at your home, we recommend having it in a large space like a living room or backyard that can accommodate at least one table, large costumes, several different activities, and lots of people. Another option is to host your party in a reserved area (example: picnic tables in a park), a community/recreational center, or a party room at a restaurant.*

* Please contact your community center or restaurant prior to booking your character, as they may have rules that may prevent us from bringing certain activities. 

What do I need to provide?

Here are the most common resources we use on location:

  • A table for crafts, face paint, etc.

  • An outlet and/or an extension cord

  • An area for pictures (example: a decorated wall, in front of trees, flowers, etc.)

 

For tea party packages, please have a table with enough seating for your guests and characters. We will provide everything else needed for the tea party.

How far do you travel?

We will travel within 20 miles of Downtown Chico, CA free of charge. Our milage fee beyond this is $10 per additional 10 miles. We reserve the right to decline bookings if we deem the distance as too far.

Will the characters shown in costume on the website be the ones who attend my party?

Yes! We have an in-house photographer who does photos for all of our characters. We also have several in-house seamstresses that hand-make each of our costumes. If you would like a certain actress or costume, you may specify that at the time of booking, however, we cannot guarantee availability of any character, actress, or costume for any date.

 

We do not tolerate impersonation: if you see anyone claiming our photos/actresses/costumes as their own, please let us know and receive a discount on your next party package (may not be applied to past parties or combined with other offers).

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Policies

COVID-19 AMENDMENTS, PRECAUTIONS, & LIMITATIONS (Updated 10/31/20)

  1. We have taken enhanced health and safety measures. An inherent risk of exposure to COVID-19 exists in any public place where people are present.

  2. By booking with Once Upon A Wish, you voluntarily assume all risks related to exposure to COVID-19.

  3. Parties and events may be modified or unavailable, limited in capacity and activities, and subject to cancelation or postponement. Dates and offerings are not guaranteed.

  4. All guests in attendance must wear masks. It is the client's choice whether or not the Character will wear a mask. 

  5. We strongly encourage small parties, at 50% capacity of our suggested party size.

  6. Hand sanitizer will be provided and used by all participating guests upon arrival.

  7. For the time being, we will no longer offer activities that use "common" materials. We will provide each participating guest with their own set of materials for certain activities such as coloring. Please do your best to give us an accurate headcount so we can prepare materials accordingly. Not every activity will be available, and the available activities may change at any time.

  8. Cancellations & Rescheduling:

    • Client and Company agree to communicate any known exposures as soon as possible, and both parties reserve the right to reschedule the event.

    • Refunds may not be given for cancellations, but any rescheduled events may have their deposit or any payments applied to a future date, with no additional fees.

Booking Policies

  1. Client must be over 18 years of age to book the Event, pay for the Event, and sign the Booking Contract.

  2. Events must be booked at least 2 weeks before the Event date. The Company suggests booking at least 4-8 weeks in advance for the best selection of characters.

  3. The Company does not guarantee availability of any specific Performer or Costume for the booked character.

  4. The Client must give at least 1 week’s notice to the Company of a cancelled Event to receive any refund. Any payment or partial payment of the balance (total cost minus the $50 non-refundable retainer) may be refunded. Cancellations within 1 week of the event may be partially refunded, at the discretion of the Company.

Payment and Retainer

  1. Client agrees to pay the total amount listed above. 

  2. The Company will hold your date and character for 48 hours after sending the invoice for a $50 non-refundable retainer. The invoice is due within 48 hours to secure your date and character.

    • In the event of a cancellation, the retainer will not be refunded, but may be transferred to another available date within 1 year of the originally scheduled event.

  3. The Company will send an electronic invoice for the remainder of the balance with the details of the booking. The balance must be paid before the start of the event.

  4. For events more than 20 miles outside of Downtown Chico, the event may be subject to a travel fee at the Directors' discretion, at the rate of $0.56 per mile, round trip.

  5. Should the Client choose to tip the Performer, payment should be given discreetly to the Performer(s) or the Company representative as they depart.

Overtime

  1. If the Client decides during the Event that they would like to extend the Company’s attendance, it is preferred that the Client discusses this with a Company representative instead of the Performer directly, if possible.

  2. The Client agrees to pay additional $50 per 15 minutes over time, per Performer. This will be charged in full 15-minute increments.

    • Payment must be complete before the Performers leave. This is best delivered discreetly to a Company representative, or in an envelope to the Performer as they depart the Event.

  3. The Company cannot guarantee that the Performers will be able to stay longer than the original booking length.

Cancellations and Rescheduling

  1. Cancellations must be done through email no later than 3 days before the Event to receive a refund (balance minus the non-refundable retainer). Both the Client and the Company must complete the Cancellation Contract before any refund may be processed.

    • If your child becomes sick the day of the party, the Company will work with the Client to reschedule the party, but cannot guarantee availability for any dates or characters.

  2. If the Client cancels the Event within 3 days of the Event date, Client understands that they forfeit the right to any refund. 

Safety

  1. The Company reserves the right to refuse service to anyone.

  2. The Company and Performer reserve to right to terminate attendance at any moment and leave the Event with no refund if the Performer experiences inappropriate, threatening, hostile or offensive behavior from any person(s) at the Event; or in the event that the safety of the Performer is in question. 

  3. The Client agrees to be present at the Event at all times. If not, the Company reserves the right to refuse future service, charge for additional compensation, and/or take legal action.

  4. Client agrees to make the Company and Performers aware of any allergies or restrictions of any of the guests prior to the event.

  5. Client understands that our Performers will not entertain outside if it is raining, snowing, hailing, or exceeding 80°F.

  6. The Company recommends that the Event is held in a private or reservable location. The Client is responsible for ensuring the safety, attendance, and privacy of the Event, Performers, and guests.

Photography​

  1. Client gives the Company and our Photographer the right to use any and all photos or videos taken at the Event. 

    • The Company agrees to share the final photos with the Client.

    • We may use these in ways including, but not limited to, social media and advertising. 

  2. Unless you book our Photography Package add-on with your Event, we cannot guarantee that our Photographer will be at every Event.

Arrival, Activities, & Departure

  1. The Client will schedule the Performers to arrive after the party has begun, so as Performers may arrive discreetly and after latecomers.

  2. The Client will provide a private or discreet place, or specific instructions, for the Performer to park their vehicle.

  3. The Company will prepare appropriate activities for the Package, number of guests, their ages, and the activity involvement. The Company cannot guarantee any particular activities will be brought to the party.

  4. The Company has found the best time for the Performers to depart is while an adult is cutting and serving cake. 

  5. The Company cannot guarantee the availability of any specific performer, costume, game, or activity.

Suggested Party Size

  1. The Company offers a suggested count for participating guests. If the Event will have more participating guests than the Package suggests, Client may be asked to pay for the additional supplies at $10 per additional guest. 

  2. If the Event has more than 5 additional participating guests beyond our suggested count, we advise the Client to add a second character, or choose a package with more time and another character.

 

Exclusivity

  1. Client agrees that the Company will be the only costumed Characters (paid or unpaid) at the Event, unless discussed with and approved by the Company prior to the event. 

 

Character Integrity

  1. If the Client chooses to post or write about their Event, they agree to only identify the Character as the names listed on the Company’s website (onceuponawish.org). The Company does not use copyrighted names, and requires that Clients do not use the copyrighted character names in writing.

    • In the event of a copyright infringement claim, the Company reserves the right to collect appropriate fees from the Client.

  2. The Client agrees to only address the Performer as their character name.

    • The Performer will do his or her best to answer any questions in such a manner as would the character they are portraying.

  3. If possible, the Client will refrain from discussing payment with the Performer, especially in front of the guests.

  4. The Company does not encourage other adult guests to dress in costume/cosplay at the Event.

Cooperation & Participation

  1. Client shall be available to assist and cooperate with the Company and Performer during the Event. The Company and Performer shall not be responsible for activities not performed or completed as a result of Client’s failure to provide reasonable assistance or cooperation. Photographer has the right to end the session, without refund, if there is a lack of cooperation or respect. 

  2. The Performer will not force any child or adult guest to participate. A refund will not be granted due to non-participation.

 

Limit of Liability

  1. Client waives, releases, and discharges the Company from any and all liability, including but not limited to, liability arising from the ordinary negligence of the provider or fault of the entities or persons released, for their death, disability, personal injury, property damage, property theft, or actions of any kind which may hereafter occur. Client agrees to indemnify, hold harmless, and promise not to sue the Company from any and all liabilities.

  2. Client agrees to ensure a safe, clean, environment for the Event. This includes, but is not limited to, prohibiting drinking of alcohol, smoking/vaping, use of guns or other weapons, and flammable items. 

  3. Should any injuries or damages occur to the Performer or the Company’s property, the Performer and the Company reserve the right to collect compensation for damages, and pursue legal action if deemed necessary.

  4. Should any damages incur, the Company will notify Client by the end of day. The Company will send an invoice for the damages. Client agrees to pay the invoice within 3 days.

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