CINDERELLA COMPANY
TERMS & CONDITIONS
Last Updated: September 2026
By booking services with Cinderella Company, the client acknowledges and agrees to the following Terms & Conditions. These terms apply to Character Visits, Meet & Greets, large and special events, video services, and other entertainment services provided or arranged through Cinderella Company unless otherwise stated in writing.
1. BOOKING & CONFIRMATION
Inquiries & Availability.
Submission of an inquiry does not constitute a reservation or guarantee the availability of any character, performer, date, or time. All bookings are subject to performer, character, costume, and location availability.
Booking Confirmation.
An event is considered officially booked only after the required deposit has been received and Cinderella Company has issued written confirmation by email. The client is responsible for reviewing the confirmation and promptly reporting any errors or discrepancies.
Performer Availability.
Cinderella Company performers maintain independent schedules. Availability is determined individually, and Cinderella Company cannot guarantee the availability of a particular performer unless specifically confirmed in writing.
Specific Performer Requests.
Clients may request a specific performer; however, such requests are not guaranteed. If the requested performer becomes unavailable, Cinderella Company may offer another qualified performer who portrays the requested character.
Confirmed Reservation.
A confirmed reservation applies only to the character, date, start time, duration, and location stated in the booking confirmation. Requested changes are subject to availability and may result in additional fees.
2. DEPOSITS & PAYMENT
Deposit. A deposit is required to secure a reservation unless otherwise agreed in writing. The required amount will be disclosed at the time of booking. No reservation is secured until the deposit has been successfully received and written confirmation has been issued.
Remaining Balance. Unless otherwise stated in the booking confirmation, the remaining balance is due on the date of the event and is paid directly to the performer. The client is responsible for ensuring all amounts due are paid in full.
Payment Methods. Cinderella Company accepts major credit cards, Zelle, Venmo, and PayPal. Checks may be accepted with prior approval. Payment methods available for balances paid directly to performers may vary.
Travel Fees. Travel fees may apply based on the assigned performer's location and distance to the event. Applicable travel fees will be disclosed before the booking is confirmed and are paid directly to the performer unless otherwise stated.
Gratuities. Gratuities are not included and are entirely optional. Any gratuity given to a performer belongs solely to that performer.
Failed Payments. Cinderella Company may suspend or cancel a reservation if a payment is declined, returned, reversed, disputed, or otherwise unsuccessful until satisfactory payment arrangements have been made.
3. CLIENT CANCELLATIONS
Cancellation Within 48 Hours of Booking.
If a reservation is cancelled within 48 hours of booking and the scheduled event is more than 7 days away, the deposit will be refunded in full.
Cancellation More Than 7 Days Before the Event.
After the initial 48-hour cancellation period, cancellations made more than 7 days before the scheduled event are eligible for either:
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a 50% refund of the deposit, or
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transfer of the full deposit toward one rescheduled event within one year of the original event date, subject to a $50 rescheduling fee.
Cancellation 7 Days or Less Before the Event.
Cancellations made 7 days or less before the scheduled event are nonrefundable. The full deposit may instead be transferred toward one rescheduled event within one year of the original event date, subject to a $50 rescheduling fee.
All rescheduled events are subject to performer, character, costume, date, and time availability. Cinderella Company cannot guarantee the availability of the originally booked performer, character, or time. Any difference in pricing or applicable travel fees for the new event is the client's responsibility.
In Simple Terms:
Cancel within 48 hours of booking + event is more than 7 days away:
100% deposit refund or reschedule.
Cancel after 48 hours of booking + event is more than 7 days away:
50% deposit refund or reschedule.
Cancel 7 days or less before the event:
No refund, but the event may be rescheduled.
Rescheduled events must take place within one year of the original event date and are subject to the applicable $50 rescheduling fee, unless the fee is waived due to illness, severe weather, or another approved circumstance.
4. RESCHEDULING
Clients may request to reschedule an event by contacting Cinderella Company as soon as possible. Requests made more than 7 days before the scheduled event may be transferred to another available date within one year of the original event date, subject to a $50 rescheduling fee.
The rescheduling fee will be waived when the change is necessary due to illness, severe weather, or other circumstances approved by Cinderella Company.
Requests made 7 days or less before the event are not eligible for a refund; however, the full deposit may be transferred toward a rescheduled event within one year of the original event date.
All rescheduled events are subject to character, performer, costume, date, and time availability. The original performer, character, or time cannot be guaranteed. Any increase in pricing or applicable travel fees for the new event will be the client's responsibility.
A reservation may be rescheduled one time. Additional rescheduling requests may be treated as a cancellation at Cinderella Company's discretion.
5. PERFORMER ILLNESS OR EMERGENCY
If a scheduled performer becomes unavailable due to illness, personal or family emergency, or other unforeseen circumstances, Cinderella Company will:
A. Notify the client as soon as reasonably possible.
B. Make every reasonable effort to provide a qualified substitute performer. Due to specialized casting requirements, a replacement for certain characters, including singing roles, may not always be available.
C. If Cinderella Company cannot provide a replacement, we will contact a minimum of four local character entertainment companies, when available, in an effort to help locate alternate coverage for your event. Availability, pricing, services, and booking arrangements with another company are outside Cinderella Company's control.
D. If suitable replacement entertainment cannot be located, Cinderella Company may be required to cancel the appearance.
E. If Cinderella Company must cancel and cannot provide a replacement, all payments made to Cinderella Company for the cancelled service will be refunded in full. The client will also be offered a complimentary future Character Visit as our apology.
6. CHARACTER & PERFORMER SUBSTITUTIONS
Photographs displayed on the Cinderella Company website represent the character, costume, and overall presentation offered. The performer pictured is not necessarily the performer who will attend your event. Multiple performers may portray the same character. Performer appearance, height, facial features, voice, and individual performance style will naturally vary. Clients may visit our Performers page to view our current team and the characters they portray.
Clients may request a preferred performer; however, specific performers are never guaranteed. Performer assignments are subject to availability and may change at any time due to illness, emergencies, scheduling changes, or other unforeseen circumstances. When necessary, Cinderella Company may assign another qualified performer who portrays the booked character. The reservation is for the character and entertainment service, not a specific individual performer.
7. ARRIVAL & EVENT TIMING
Performers will make reasonable efforts to arrive at the scheduled time. Traffic, accidents, parking difficulties, road closures, weather, and other circumstances beyond the performer's reasonable control may occasionally cause delays.
If a performer arrives late due to circumstances within Cinderella Company's or the performer's control, reasonable efforts will be made to provide the full contracted performance time when scheduling permits. If the event is delayed by the client, venue, guests, or other entertainment, the scheduled ending time remains unchanged unless the performer agrees to extend the appearance. Additional time is subject to performer availability and may require additional payment.
8. OUTDOOR EVENTS & WEATHER
Outdoor events must provide adequate shade, a clean and dry place for the performer to sit when appropriate, and a safe and suitable performance area. Standard outdoor Character Visits should generally take place between 60°F and 80°F. Masked, heavily layered, or full-body characters may have stricter temperature limitations and generally may not perform outdoors above 70°F.
Princess gowns and other delicate costumes may not be worn through mud, wet grass, dirt, pine needles, gravel, or other conditions likely to damage or soil the costume. Clients are responsible for providing safe, clean access between the performer's arrival location and the performance area or an appropriate private changing area when necessary.
The client is responsible for monitoring anticipated weather and providing an appropriate backup location. If weather or environmental conditions create an unreasonable risk to the performer, guests, or costumes, Cinderella Company or the performer may require relocation indoors, modification of the appearance, postponement, or discontinuation of services.
Weather-related rescheduling remains subject to performer and character availability.
9. VENUE & PERFORMANCE CONDITIONS
The client is responsible for providing a safe, clean, and reasonably appropriate environment for the scheduled entertainment. During structured entertainment, loud music and competing attractions such as bounce houses, water slides, or similar activities should be paused when reasonably necessary for guests to hear and participate.
Restaurant and public-venue appearances may require a private or reserved event space. Cinderella Company may decline appearances in open public dining or entertainment areas when conditions are unsuitable for character performance. A responsible adult must remain present and supervise participating children throughout the appearance.
Cinderella Company performers provide entertainment and are not childcare providers. Performers are not responsible for supervising children, preventing children from leaving the event area, or providing custodial care.
10. FOOD & CAKE
Performers may lead the Birthday Song and participate in the cake celebration. Performers do not cut cakes due to safety concerns and the risk of staining or damaging costumes. When appropriate, performers may assist with handing out prepared cake or other items at their discretion, provided doing so does not create an unreasonable risk to the performer or costume.
11. OTHER CHARACTER & ENTERTAINMENT COMPANIES
Clients must disclose if another character entertainment company or independently hired character performer will be appearing at the event during the same scheduled period. Cinderella Company may decline or modify an appearance involving duplicate or substantially similar characters when the overlap could cause confusion, interfere with character presentation, or negatively affect the guest experience. Other forms of entertainment are generally permitted provided they do not interfere with Cinderella Company's scheduled performance.
12. PHOTOGRAPHY & MEDIA
Clients and guests may photograph or record performers for personal use unless otherwise stated. Cinderella Company does not obtain permission to use a client's or child's likeness for promotional purposes solely through acceptance of these Terms. Any photographs or recordings featuring identifiable clients or children that Cinderella Company wishes to use for advertising, social media, website content, or other promotional purposes will be subject to separate permission or authorization when required.
13. CHARACTER REPRESENTATION & INTELLECTUAL PROPERTY
Cinderella Company is an independent character entertainment company. We are not affiliated with, sponsored by, endorsed by, or associated with any other motion picture studio, television network, theme park, publisher, or intellectual property owner. Our performers provide independent costumed character entertainment and theatrical performances.
14. CONDUCT & SAFETY
Cinderella Company is committed to providing a safe and respectful environment for performers and guests. Cinderella Company and its performers reserve the right to refuse, modify, pause, or end an appearance if a performer encounters threatening, abusive, sexually inappropriate, discriminatory, harassing, dangerous, or otherwise unacceptable behavior.
Services may also be discontinued when environmental conditions, uncontrolled animals, unsafe structures, hazardous surfaces, intoxicated individuals, or other circumstances create a reasonable risk of injury, harassment, or significant costume/property damage. Children must be appropriately supervised by a responsible adult. If an appearance is ended because of unsafe or inappropriate conditions caused by the client, venue, or guests, refunds are not guaranteed.
15. LARGE EVENTS, FESTIVALS & MEET & GREETS
Large events, festivals, corporate appearances, community events, and Character Meet & Greets may operate differently from private Character Visits. Activities, performance structure, breaks, crowd interaction, stage appearances, roaming, photo opportunities, staffing requirements, and appearance duration will be determined by the specific event agreement.
Stage performances, rehearsals, customized programming, or other services beyond the agreed appearance may require additional fees.
16. PERSONALIZED VIDEO SERVICES
Personalized character videos are created using information provided by the client. The client is responsible for providing accurate names, pronunciations, event details, and personalization information. Typical production time is approximately five days, unless otherwise stated. Requests involving multiple characters are subject to performer availability and may be recorded separately when performers are located in different areas. Reasonable corrections may be made when Cinderella Company has made an error. Changes requested because the client supplied incorrect information or wishes to alter the original request after production has begun may require an additional fee. Video purchases become nonrefundable once production has begun.
17. SERVICE CONCERNS
Any concern regarding services provided should be reported to Cinderella Company as soon as reasonably possible following the event. Cinderella Company will review reported concerns based on the circumstances of the individual booking. Depending upon the circumstances, an appropriate resolution may include correction of an error, partial credit, future service credit, partial refund, or other remedy determined appropriate. Submission of a complaint does not automatically entitle the client to a full or partial refund.
18. EVENTS BEYOND REASONABLE CONTROL
Cinderella Company and its performers are not responsible for delays or inability to perform caused by circumstances beyond their reasonable control, including severe weather, natural disasters, government restrictions, major transportation disruptions, road closures, emergencies, serious illness, or similar extraordinary circumstances. When such circumstances prevent an appearance, Cinderella Company will make reasonable efforts to provide a substitute, reschedule the event, issue a credit, or refund payments for services we are unable to provide, as appropriate. Nothing in these Terms limits any rights or remedies that cannot legally be waived under applicable law.
19. LIMITATION OF RESPONSIBILITY
Cinderella Company will exercise reasonable care in coordinating and providing contracted entertainment services.
To the extent permitted by applicable law, Cinderella Company is not responsible for indirect or consequential losses arising from circumstances beyond the scope of the contracted entertainment service. Clients remain responsible for their venue, guests, children, animals, personal property, and overall event supervision. Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
20. INSURANCE & CERTIFICATES
Cinderella Company maintains business insurance and can provide a Certificate of Insurance (COI) upon request for venues, businesses, organizations, and other entities requiring proof of coverage. If an organization requires additional insured status, specific coverage limits, special endorsements, or customized certificate wording, those requirements must be provided before the event and may be subject to approval or additional fees.
21. INDEPENDENT PERFORMERS
Performers providing services through Cinderella Company may operate as independent contractors and maintain their own schedules and availability. Nothing in a client booking creates an employment, partnership, agency, or other relationship between the client and the performer beyond the provision of the contracted entertainment services.
22. CHANGES TO THESE TERMS
Cinderella Company may update these Terms & Conditions periodically. Updated terms will be posted on the Cinderella Company website with the applicable revision date. Unless otherwise agreed in writing, the Terms & Conditions in effect when the client's booking is confirmed will govern that booking.