Terms & Conditions
Our Booking Terms
These terms explain how bookings with Auriana work and what you can expect before, during and after your event. Please read them before confirming your booking.
Professional, friendly & reliable.
At Auriana, we aim to make your booking straightforward from the first enquiry through to the event itself.
We use professional-quality products and equipment, arrive prepared for the services booked and aim to provide every service to a high standard.
Public liability insurance is held and DBS checks are in place where applicable to the service and team member booked.
Your date is not secured until your deposit is paid.
Completing an enquiry or booking form does not by itself reserve your date. Your booking is confirmed once the required booking fee/deposit has been received and we have confirmed the booking in writing.
Find what you need.
Bookings
- All bookings are subject to availability.
- A booking is only confirmed once the required booking form/details have been completed, the agreed booking fee/deposit has been received and confirmation has been provided by Auriana.
- Where a booking confirmation link is provided, the link may have an expiry period. Unless otherwise stated, booking links may expire after 48 hours.
- Availability cannot be guaranteed until the required payment has been received.
- Please check all booking details carefully. It is the client's responsibility to make sure the date, times, venue, address, services and other information supplied are correct.
- Please tell us as soon as possible if anything on your booking confirmation is incorrect.
Deposits
Your date is not reserved until the required booking fee/deposit has been received.
- A booking fee/deposit is required to secure your booking and reserve the agreed date and time.
- The amount required and payment deadline will be confirmed when you book.
- The booking fee/deposit contributes towards reserving the date, administration, planning, reserved staff or performer time and initial booking costs.
- The booking fee/deposit is non-refundable once paid, except where Auriana cancels because of circumstances within our reasonable control and no suitable replacement or alternative is accepted.
- Where a booking is cancelled, any further amount due, refund or credit will be dealt with under the cancellation terms below.
Payments
- The balance payment date and accepted payment method will be confirmed as part of your booking.
- Unless otherwise agreed, all balances must be paid by the due date shown on the booking confirmation or invoice.
- Where payment has been agreed for the day of the event, payment may be required before the booked service begins.
- If payment is not received by the agreed due date, Auriana may contact the client to request payment and, where appropriate, may suspend or cancel services that have not been paid for, subject to applicable law and any contractual obligations already in place.
- Additional time, services or upgrades requested and agreed after the original booking may be charged separately.
- Any additional charges agreed on the day must be paid within the payment period specified by Auriana.
Cancellations, Changes & Weather
Client Cancellations
Any cancellation by the client must be made in writing, preferably by email, so that there is a clear record of the cancellation.
Because we reserve your date and may turn away other work, the booking fee/deposit is non-refundable once paid, except where stated otherwise in these terms or where required by law.
Cancellation Charges
Depending on when a confirmed booking is cancelled, the following cancellation charges may apply, subject to the losses and costs reasonably incurred:
Any deposit already paid will be taken into account when calculating the amount remaining due.
These charges are intended to reflect reasonable losses arising from cancellation, which may include administration, lost booking opportunities, staff or performer commitments and non-recoverable supplier costs.
If we are able to rebook the date or otherwise reduce our losses, this will be taken into account where appropriate.
Performer & Supplier Costs
- Some bookings require us to reserve independent performers, entertainers, specialist suppliers, equipment, catering, props or other services.
- These suppliers may have their own cancellation and rescheduling terms.
- Reasonable non-refundable supplier costs or cancellation/rebooking charges that have already been incurred because of your booking may be payable by the client.
- Supplier costs already incurred may be deducted from any refund otherwise due.
Changes Requested After Booking
- We will always try to accommodate reasonable changes, but changes are subject to availability.
- Changes may include the event date, venue, postcode, performance time, duration, services, guest numbers, access arrangements or event schedule.
- A change of date is not automatically treated as a free transfer of the original booking.
- If a requested change creates additional travel, staffing, performer, supplier, equipment or administration costs, the booking price may change.
- If the original performer or supplier is unavailable for a new date or time, we may offer an alternative where possible.
Weather & Outdoor Events
For outdoor bookings, the organiser is responsible for arranging a suitable covered or indoor alternative wherever reasonably possible.
- Rain, wind, storms, excessive heat, unsafe ground conditions or a poor weather forecast do not automatically entitle the client to cancel without charge.
- If the client or organiser chooses to cancel because of forecast or actual weather, our standard cancellation terms will normally apply.
- A same-day cancellation due to weather, reduced attendance, venue closure or organiser cancellation may result in up to 100% of the agreed booking price remaining payable, subject to applicable law and the losses reasonably incurred.
- This is particularly relevant where performers or suppliers have reserved the date, travelled, arrived on site or lost the opportunity to accept other work.
- For council, festival, school, corporate and public events, an organiser's decision to cancel the event on the day does not automatically cancel Auriana's entitlement to payment for committed services and reasonable costs.
Weather Rescheduling
Where possible, we may offer the option to move a weather-affected booking to another available date. This is offered at our discretion and cannot be guaranteed.
Supplier rebooking fees, additional travel, changed performer rates or other additional costs may still apply.
Unsafe Conditions
Safety comes first. If weather or venue conditions make a service unsafe or impractical, we may adapt, delay, pause or stop that part of the service.
This may include high winds, electrical safety concerns, heavy rain, extreme heat, unsafe surfaces or other conditions that could put guests, performers, staff or equipment at risk.
Where a service has to be adapted, paused or stopped because of unsafe conditions outside our reasonable control, this will not automatically be treated as a cancellation by Auriana or automatically create an entitlement to a refund.
If Auriana Needs to Cancel
If we cannot provide the booked service because of circumstances within our reasonable control, we will try to provide a suitable replacement where possible.
If we cannot provide the booked service and no suitable replacement or alternative arrangement is accepted, an appropriate refund will be provided for the service we are unable to supply.
Circumstances Outside Our Reasonable Control
Neither party will be responsible for a failure or delay caused by circumstances outside their reasonable control, subject to applicable law.
Examples may include severe weather, serious illness, accidents, major transport disruption, venue closure, government restrictions or other exceptional events.
Where this happens, we will communicate with you as soon as reasonably possible and try to find a fair and practical solution.
Before the Event
- Please provide accurate event times and allow the agreed access/setup time before the service begins.
- Face painters and similar artists require a suitable, well-lit working area.
- For outdoor bookings, suitable protection from rain, strong wind and excessive sun or heat must be available where required.
- Entertainers require suitable floor space and access to electricity where relevant.
- Please tell us in advance about stairs, restricted access, loading arrangements, security procedures or venue rules that could affect setup.
Client Responsibilities
- The client is responsible for ensuring that the venue is suitable and that the booked activities are permitted by the venue.
- The client remains responsible for the behaviour and supervision of guests, including children.
- Auriana entertainers, artists and performers are not childcare providers and do not take over parental or guardian responsibility.
- At least one responsible adult must remain present while children's services are being provided, and additional adult supervision may be required depending on the activity.
- The client should provide accurate expected guest numbers where requested. Guest numbers can affect the service, staffing requirements and number of people that can reasonably be accommodated.
- Guests must not interfere with or misuse our equipment, materials, props or working area.
- The client may be responsible for reasonable repair or replacement costs where our equipment or hired items are deliberately or negligently damaged by the client or their guests.
Our Responsibilities
- We will provide the booked services with reasonable care and skill.
- We will provide the equipment and materials reasonably required for the agreed service unless otherwise stated.
- Where relevant, professional-quality products suitable for their intended purpose will be used.
- We will aim to arrive with sufficient time for the normal setup requirements of the booked service.
- We will take reasonable steps to provide a suitable replacement if an assigned team member becomes unexpectedly unavailable.
Venue, Access & Travel
- Please tell us in advance about parking restrictions, permits, stairs, lifts, loading areas, long walking distances, access times or security procedures.
- Travel charges, where applicable, will normally be confirmed when the booking is made.
- Parking charges, tolls, congestion charges or similar event-related travel costs may be added where these were not reasonably known when the original price was agreed.
- Where possible, we will tell you about additional travel-related charges in advance.
- If venue access, parking problems, security procedures or delays caused by the venue/client reduce the available performance time, we cannot guarantee that the service can be extended beyond the booked finish time.
During the Event
Please make sure the venue and guests are ready for the agreed start time.
- Your booking covers the agreed start and finish times.
- If the event starts late because of the client, venue or guests, the booked finish time will normally remain unchanged.
- If our team is available to stay longer, additional time may be offered at an extra charge. This cannot be guaranteed.
- We reserve the right to adapt or stop an activity if continuing would be unsafe.
- Threatening, abusive, discriminatory, dangerous or illegal behaviour towards our team or suppliers will not be tolerated.
- We may stop the service and leave the event if it is not reasonably safe to continue. Where this results from the behaviour or conditions created by the client, venue or guests, a refund will not normally be due.
Face Painting
Where appropriate, the artist may offer a small hand or arm design instead, at their discretion.
- It is the organiser's responsibility to let parents or guardians know that face painting will be available.
- Children must not be left unattended while being painted.
- We will not paint a person where the artist reasonably believes doing so would be unsafe or unhygienic.
- This includes open wounds, contagious skin conditions, conjunctivitis or known allergies to the products being used.
- Please tell the artist about known skin sensitivities or allergies before painting begins.
- The number of guests that can be painted depends on the length of the booking, design choices, guest cooperation and the number of artists booked.
- Detailed designs take longer than quick designs. Where guest numbers are high, the artist may need to offer a speed-painting menu or simpler designs.
- Booking one artist does not guarantee that every guest will be painted where the number of guests exceeds what can reasonably be completed during the booked time.
- The artist may close the queue before the booked finish time when necessary to complete guests already waiting.
- Once the queue has been closed, additional guests may not be accepted unless extra time is available and agreed.
- Face paints are designed to be removable, but we cannot guarantee that every product will wash immediately from every skin type, fabric or surface.
- Guests must not touch paints, brushes, water containers or other professional equipment without permission.
Entertainment
- Entertainers require suitable performance space and, where relevant, safe access to electricity.
- The organiser must allow reasonable time and access for setup and pack-down.
- We recommend that at least two responsible adults are available during children's entertainment events, particularly for larger groups.
- Parents, guardians or responsible adults remain responsible for children's supervision and behaviour.
- Entertainers are not responsible for escorting children to toilets, administering medication or dealing with situations requiring parental or guardian supervision.
- Where bubbles, foam, snow or similar effects are used, floors and surfaces may become slippery. The organiser and venue must ensure the area remains suitable and appropriately supervised.
- Certain effects may not be suitable for every venue. Venue restrictions should be communicated before the event.
Entertainer & Performer Substitution
Unless a particular individual has been expressly guaranteed in writing as an essential term of the booking, Auriana may provide another suitably skilled entertainer, artist or performer if the originally assigned team member becomes unavailable.
We will always aim to provide someone suitable for the service and style of event booked.
Balloons & Décor
Balloon Safety
- Uninflated or burst balloons can present a choking hazard, particularly for young children. Adult supervision is required.
- Latex allergies must be declared in advance so that alternatives can be discussed where possible.
- Helium must never be deliberately inhaled.
Balloon Décor & Displays
- Balloon colours, sizes and arrangements may vary slightly from photographs or inspiration images because each display is individually created.
- Temperature, sunlight, wind, rain and environmental conditions can affect balloons and their longevity.
- Outdoor balloon installations cannot be guaranteed to remain in perfect condition because weather and temperature are outside our control.
- Once a display has been installed and approved, it should not be moved, altered or dismantled by guests or venue staff unless agreed.
- Frames, stands, boards, plinths, props or other reusable items may remain the property of Auriana or the supplying decorator.
- Where items are hired rather than purchased, they must be returned or made available for collection in the agreed condition and at the agreed time.
- Reasonable replacement or repair charges may apply to hired equipment that is lost or damaged while in the client's or venue's care.
Inflatables & Soft Play
- The client must provide accurate information about the venue, available space, surface type and whether the equipment will be used indoors or outdoors.
- Equipment must only be used in accordance with the supplier's safety instructions and any age, height, capacity or supervision requirements.
- Children must be appropriately supervised by a responsible adult.
- Food, drinks, shoes, sharp objects and other items that could damage or soil equipment must be kept away where required by the supplier.
- Outdoor inflatables may not be operated where wind speeds or other weather conditions make their use unsafe.
- The supplier or operator has final authority to stop use of an inflatable or piece of equipment where safety requirements are not being followed.
- Additional service-specific safety terms supplied by the equipment provider will also apply and must be followed.
Food & Catering
- Allergy and dietary information must be provided as early as possible where food or catering services are booked.
- Please do not assume that a food item is allergen-free unless this has been specifically confirmed.
- Food services are subject to availability, agreed quantities, menu confirmation and any required lead time.
- Final guest numbers or portion requirements may need to be confirmed by a stated deadline.
- Additional catering or food supplier terms may apply and will be communicated where relevant.
Third-Party Services
Auriana works with a team of performers, artists and specialist suppliers so that we can provide a wider range of services for your event.
- Some services may be fulfilled by independent performers or specialist third-party suppliers arranged as part of your Auriana booking.
- Where relevant, additional supplier-specific requirements or safety terms may apply.
- We will take reasonable care when selecting and arranging suppliers for services booked through us.
- Where a supplier becomes unexpectedly unavailable, we will make reasonable efforts to arrange a suitable alternative where possible.
- A change of individual performer or supplier does not automatically constitute cancellation of the booking where a suitable equivalent service can reasonably be provided, unless a named individual was expressly agreed as an essential term of the booking.
General Information
- Images shown on our website, brochures and social media are examples. Bespoke services, décor, costumes, performers and setups may vary from photographs.
- Reusable equipment, frames, props, branded items and hire materials remain the property of Auriana or the relevant supplier unless expressly sold to the client.
- We do not provide general venue cleaning after an event unless this has specifically been agreed as part of the booking.
- If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
- Any variation to these terms agreed for a particular booking should be confirmed in writing.
Complaints
- If you are unhappy with any part of the service, please tell us as soon as reasonably possible so that we have an opportunity to address the issue.
- Where practical, concerns arising during an event should be raised at the event so that we have an opportunity to resolve them.
- Formal complaints should be made in writing and, where possible, within 28 days of the event.
- We will consider complaints fairly and aim to respond within a reasonable period.
Photographs, Privacy & Safeguarding
We take the privacy and safeguarding of children very seriously. Clients and guests are never required to agree to promotional photography as a condition of booking.
Where we wish to take or use identifiable photographs or videos of adults or children for our website, social media or other promotional purposes, appropriate permission will be sought first. You are under no obligation to give permission.
Auriana will not publish information that identifies a child featured in our photographs or videos.
We will not publish a child's name, tag or identify their parent or guardian in connection with the image, or include other personal information that could reasonably identify the child.
How We Protect Children's Privacy
When sharing photographs or videos involving children, we take additional safeguarding precautions. Where appropriate, these may include:
- Focusing on the face painting, activity, costume, décor or finished artwork rather than showing the child's full face.
- Cropping or blurring identifying features where appropriate.
- Avoiding unnecessary information about a child's school, home or other personal location.
- Avoiding posting a child's location in real time.
- Avoiding captions or information that could create an identifiable pattern of a child's whereabouts or activities.
Public Events & Venues
Where an event itself is public, or a venue or corporate client is publicly promoting the event, the event or venue may already be publicly identifiable.
Even in these circumstances, Auriana will not identify an individual child in our promotional content.
If You Have a Concern
If a parent or guardian has a concern about an image or video published by Auriana, they can contact us and we will review the request promptly.
Liability & Your Rights
- Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited.
- Nothing in these terms affects the client's statutory rights under applicable consumer law.
- Auriana will not be responsible for losses caused by inaccurate information supplied by the client, failure to follow reasonable safety instructions, unsuitable venue conditions or matters outside our reasonable control, except where the law provides otherwise.
- Clients are responsible for checking that the booked service is suitable for their venue and guests and for informing us of relevant restrictions or requirements.
These terms are intended to explain how our bookings operate fairly and clearly. They do not remove rights that you have under applicable law.