Terms of Service

Welcome! These terms outline what to expect when booking a visit or ordering a personalized video message from Santa & Mrs. Merry Claus. By placing an order or booking an event with us, you agree to the terms below.

Our Services

We offer:

• In-Home Visits — Santa & Mrs. Merry Claus visit your home for a personal, memory-making experience
• Corporate & Event Bookings — appearances for businesses, organizations, and large gatherings
• Personalized Video Messages — custom-recorded video messages for your child, based on the details you provide at checkout

Booking & Payment

• Payment is required at the time of booking to reserve your date or order your video message
• Corporate and large group events may require a deposit; details will be confirmed directly with you
• All payments are processed securely through Stripe

Personalized Video Messages

• Video messages are recorded based on the information you provide (child's name, age, interests, and any notes)
• Please double-check the details you submit — we record videos based on exactly what you provide
• Delivery time: Standard messages are delivered within 5 business days; rush messages within 24 hours, as selected at checkout
• Videos are delivered via email to the address provided at checkout. Please check your spam/junk folder if you don't see it
• Video links are available for a limited time after delivery — we recommend downloading and saving your video promptly

Cancellations & Refunds

• Video Messages: Once a video has been recorded and delivered, it is non-refundable. If you need to cancel or change details before recording begins, contact us as soon as possible at santa@santamacandmary.com
• In-Home Visits & Events: Cancellations made at least 30 days before the scheduled date may be eligible for a full or partial refund. Cancellations made closer to the event date may not be refundable, as the date has been reserved exclusively for you

Content Guidelines

We're honored to be part of your family's holiday traditions. We ask that any details, names, or requests submitted for personalized videos be appropriate for a family audience. We reserve the right to decline or modify any request that doesn't align with the spirit of our services.

Service Area

We are based in Divide, Colorado, and serve the Denver–Colorado Springs mountain corridor for in-home visits. We're happy to discuss travel for special events or corporate bookings outside this area.

Limitation of Liability

We do our best to make every experience magical, but we can't guarantee specific outcomes (such as a child's reaction) and aren't responsible for circumstances beyond our control (such as weather, illness, or technical issues affecting delivery). In the event of an unavoidable cancellation on our end, we'll work with you on rescheduling or a refund.

Changes to These Terms

We may update these terms from time to time. The most current version will always be posted on this page.

Contact Us

Questions about these terms? Reach out through our Contact page or email santa@santamacandmary.com.