Visit Policies

Booking and payment

After you book, we email you the amount and how to pay. For a live visit, payment is due 7 days before your visit (or within 24 hours if your visit is sooner). If it isn't received by then, your time may be offered to another family. Your Zoom link is sent once payment arrives. Tips are never expected, but always appreciated.

Cancelling or rescheduling

Plans change — just reply to your confirmation email, or email [email protected], as early as you can. If you let us know at least 48 hours before your visit, we'll move you to another open time or refund your payment. Closer to the visit, we'll still do our best to find you another time.

If Santa has to cancel

If Santa can't make your visit (for example illness, or a power or internet outage at the North Pole), we'll offer you a new time or a full refund, whichever you prefer.

Running late or technical trouble

Visits start on time so the next family isn't kept waiting. If you join late, your visit may be shorter. If your connection drops, rejoin with the same Zoom link. If the visit can't be finished, contact us and we'll work it out with you.

A grown-up on every call

A parent or guardian must be present for the whole visit. Santa will wait for a grown-up to join before starting.

Video messages

Santa records video messages once payment arrives and emails them to you. If a name is spelled or pronounced wrong, tell us and Santa will record it again.

Not happy with your visit?

If you or anyone on the visit isn't satisfied with the experience, please reach out to Santa at [email protected] so we can resolve any issues. We'll work with you to make it right. Depending on what happened, that may be another visit, a partial refund or a full refund.

Questions

See the FAQ or our Privacy Policy, or email [email protected].