Terms and Conditions

TERMS & CONDITIONS

Last updated: 18 August 2026

These Terms & Conditions (“Terms”) govern the provision of entertainment packages and related entertainment services by Fragola and Fig Entertainment Ltd (“Fragola and Fig”, “we”, “us” or “our”).

By making a booking with us, you (“the Customer”, “you” or “your”) agree to these Terms. Please read them carefully before making a booking.

These Terms apply to our party packages, character appearances, sing-along entertainment, Travel with a Character bookings, Rent-A-Character bookings and other entertainment packages agreed with the Customer.

1. About Us

Fragola and Fig Entertainment Ltd is a company incorporated in England and Wales.

Company number: 17311168

Registered office: 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom

Email: contact@fragolaandfigentertainment.co.uk  Telephone: 07432 766 951

2. Our Packages

We offer a range of entertainment packages. The packages available may change from time to time.

Our current packages include:

Party Packages

2 Hour Premium Party Package

Our premium party package is available as a two-hour party package.

2 Hour Classic Party Package

Our classic party package is available as a two-hour party package.

1 Hour Classic Party Package

Our classic party package is also available as a one-hour party package.

The Classic Party Packages may be provided in the following themes:

• Mermaid Party

• Fairy Party

• Pop Star Party

• Pirate Party

• Woodland Party

• Princess Party

Where a themed package is selected, the booking may be described as, for example:

• 1 Hour Mermaid Party – Classic

• 2 Hour Mermaid Party – Classic

The same naming format applies to the other available themes.

Premium parties are available only as the 2 Hour Premium Party Package.

Other Entertainment Packages

We also offer:

• 45 Minute Appearance

• 1 Hour Sing-Along Package

• Travel with a Character

• Rent-A-Character Half Day

• Rent-A-Character Full Day

Bespoke Themes

If you would like a theme that is not included in our advertised themes, you may ask us about arranging a bespoke theme.

Bespoke themes are subject to availability, suitability, performer availability and agreement between Fragola and Fig and the Customer.

A bespoke theme is not confirmed until we have agreed the details with you.
Business and Corporate Entertainment

Fragola and Fig also provides entertainment for businesses, corporate events and other commercial or organisational events.

Business entertainment is bespoke and is arranged according to the individual requirements of the business or organisation.

There is therefore no fixed business package. The scope, format, duration, characters, themes, activities, number of entertainers and other arrangements will be agreed with the individual business before the booking is confirmed.

The agreed quotation and booking confirmation will set out the arrangements applicable to that particular booking.

Business bookings remain subject to these Terms unless alternative arrangements have been expressly agreed in writing.
Seasonal Themes

We offer seasonal and occasion-specific entertainment in addition to our standard themes.

Seasonal themes may include, but are not limited to:

• Halloween

• Christmas

Seasonal themes may be incorporated into an existing package or offered as part of a bespoke entertainment arrangement, subject to availability.

The exact characters, costumes, activities and entertainment available for a seasonal theme may vary.

Other seasonal or occasion-specific themes may be available from time to time.
Ice-Skating Characters

We may offer ice-skating character appearances at suitable ice rinks and venues.

Our characters have not received formal training in ice skating or ice-skating instruction.

Our ice-skating character appearances are therefore intended primarily as character entertainment. The recommended format is for the character to skate alongside or around guests and interact with them while on the ice, rather than providing skating instruction or performing specialist skating activities.

Our entertainers are not skating instructors and should not be expected to teach guests how to skate, provide skating tuition or perform advanced skating manoeuvres.

Customers must ensure that the relevant ice rink or venue permits the character appearance and must comply with all rules, safety requirements and instructions imposed by the ice rink.

The ice rink remains responsible for its own ice surface, facilities, rink rules and general venue safety.

Customers and guests are responsible for following the ice rink's safety instructions and any requirements relating to skating ability, protective equipment or supervision.

Fragola and Fig may decline or modify an ice-skating character booking where we reasonably consider the proposed activity unsuitable or unsafe for the entertainer.

Our entertainer may stop skating or leave the ice at any point if they reasonably believe that their safety or wellbeing is at risk.

Nothing in this section requires an entertainer to undertake an activity that they reasonably consider unsafe.

3. Bookings

An enquiry does not constitute a confirmed booking.

A booking becomes confirmed when Fragola and Fig has accepted the booking and the required deposit has been received, subject to the provisional booking arrangements described below.

Your invoice or booking confirmation will normally set out:

• Event date;

• Scheduled start and finish times;

• Event location;

• Package booked;

• Character or performer requested;

• Theme, where applicable;

• Total booking price;

• Deposit amount;

• Remaining balance; and

• Any additional arrangements agreed between us.

You are responsible for checking your booking information and notifying us promptly if anything is incorrect.

4. Provisional Date Hold and Deposits

Once a package and price have been agreed, we will issue an invoice through Xero setting out the required deposit and the overall balance due.

The requested event date will be provisionally held for 48 hours from the time the invoice is sent.

The deposit should be paid within those 48 hours in order to secure the requested date.

If the deposit has not been received within the 48-hour period, we may contact you to remind you that the date can only be held for 48 hours.

After the 48-hour period, we may release the date and make it available to another customer.

We may still accept a deposit after the 48-hour period. However, payment after that period does not automatically mean that the date remains available.

If you wish to pay the deposit after the 48-hour period, we will first confirm whether the requested date is still available.

If the date is still available, we will accept the deposit and confirm the booking.

If the date is no longer available, we will offer an alternative date where possible.

If no suitable alternative date can be agreed, any deposit already paid for the unavailable date will be refunded.

A booking is only confirmed once we have confirmed availability and accepted the deposit.

5. Prices and Payment

The total price of your booking, together with the required deposit and remaining balance, will be confirmed before the booking is accepted.

We will normally issue an invoice through Xero setting out:

• The total booking price;

• The deposit amount;

• The remaining balance; and

• The relevant payment arrangements.

The deposit is payable within 48 hours of the invoice being sent in order to secure the requested date, subject to Section 4.

Final Balance

Unless we have expressly agreed a different arrangement with you in writing, the remaining balance is due in cash to the Fragola and Fig entertainer on the day of the event.

The Customer is responsible for ensuring that the full outstanding balance is available and ready for payment to the entertainer on the day.

6. Promotions and Special Offers

From time to time, Fragola and Fig may offer promotional prices, discounts, special offers or limited-time packages, including promotions advertised on our website, social media or other marketing channels.

Each promotion is subject to the specific terms stated in the relevant promotional advertisement or offer.

Unless expressly stated otherwise:

• Promotional prices apply only to bookings that meet the eligibility requirements stated in the promotion.

• A promotion may be available only for a limited period or for bookings made during a specified promotional period.

• Promotional prices cannot normally be combined with other discounts, offers or promotions.

• Promotional prices are subject to availability.

• A promotion does not guarantee availability of a particular date, entertainer, character or package.

• The promotional price will be confirmed as part of the booking process before the booking is confirmed.

• Once a booking has been confirmed at a promotional price, that price will continue to apply to that booking, subject to these Terms.

• We reserve the right to end or amend a promotion where this is clearly stated in the promotional terms or where necessary due to circumstances outside our reasonable control.

Promotional offers do not affect your statutory consumer rights.

7. Cancellation

If you need to cancel a booking, please contact us as soon as possible.

Cancellation should be made in writing, including by email or another written communication method we have made available to you.

A cancellation will take effect when we receive your cancellation notice.

Our cancellation provisions are subject to your statutory rights as a consumer.

Cancellation 72 Hours or More Before the Event

If you cancel your booking 72 hours or more before the scheduled start time of your event, you may instead request that your booking be transferred to another available date.

We will endeavour to transfer your booking to another available date without an administration charge, provided that:

• The request is made at least 72 hours before the scheduled start time;

• The requested new date is available;

• The package and arrangements remain substantially the same; and

• Any additional costs resulting from changes to the package, location, duration, transportation or other material booking details are agreed before the change is confirmed.

If you cancel rather than transfer your booking, any amount retained from the deposit will be limited to the amount reasonably necessary to cover costs or losses resulting from the cancellation, subject to applicable law.

Where the deposit exceeds the amount we are reasonably entitled to retain, we will refund the balance in accordance with applicable law.

Cancellation Less Than 72 Hours Before the Event

If you cancel less than 72 hours before the scheduled start time, we may already have committed performers, preparation time, transportation and other resources to your booking.

In these circumstances, we may retain all or part of the deposit to the extent reasonably necessary to cover costs, commitments and losses resulting from the late cancellation.

The amount retained will not exceed the amount permitted by applicable law and will not be retained as a penalty.

Statutory Consumer Rights

Nothing in these Terms removes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted.

Where applicable law requires Fragola and Fig to provide a refund or other remedy, we will comply with that legal requirement.

8. Date Changes

If you would like to change the date of your booking, please contact us as soon as possible.

Where the request is made at least 72 hours before the scheduled start time, we will endeavour to transfer the booking to another available date without an administration charge.

A date change is subject to availability and is not guaranteed.

If the new booking involves additional travel, performers, activities, duration, transportation or other material changes, the price may change.

Any revised price will be agreed with you before the new booking is confirmed.

Requests made less than 72 hours before the scheduled start time may not be accepted.

9. 45 Minute Appearance

The 45 Minute Appearance is a short character appearance package.

The package provides the entertainment specifically agreed at the time of booking.

Unless expressly agreed otherwise, a 45 Minute Appearance is not a full party package and does not include the activities, duration or elements included within our longer party packages.

10. 1 Hour Sing-Along Package

The 1 Hour Sing-Along Package provides a one-hour character-led singing and entertainment experience.

The exact content of the package will depend on the character, theme and arrangements agreed at the time of booking.

The package is subject to performer, character, venue and equipment availability.

11. Travel with a Character

Travel with a Character allows a customer to arrange for a character entertainer to accompany them during agreed travel or an agreed experience.

The precise arrangements, duration, location, transportation and activities will be agreed at the time of booking.

Where third-party transportation is used, the transportation provider may have its own terms, conditions, safety requirements and restrictions.

Unless expressly stated otherwise in writing, Fragola and Fig provides the character entertainment element and is not itself the operator of a third-party vehicle, boat, limousine, party bus or other transportation.

The Customer remains responsible for ensuring that any proposed travel arrangements are suitable and safe for the entertainer and other participants.

12. Rent-A-Character Half Day and Full Day

We offer Rent-A-Character Half Day and Rent-A-Character Full Day bookings.

These packages are intended for customers who would like an entertainer to accompany them and their guests during a day out or other extended activity rather than hosting a traditional party.

For example, a Rent-A-Character booking may involve an entertainer accompanying a family or group on a day trip to a zoo or another suitable attraction.

Minimum Number of People

A minimum of four people must be present for the duration of the booking.

The entertainer does not count towards this minimum.

The Customer must ensure that the minimum number of people remains present throughout the booking.

Responsibility for Children

Rent-A-Character is an entertainment package and does not provide childcare or babysitting.

Parents, guardians and responsible adults remain responsible for the children throughout the booking.

The entertainer must not be left solely responsible for a child or group of children.

Our entertainers are not medical professionals and are not trained to provide specialist care, medical assistance or emergency treatment.

Venue and Activity Costs

Unless expressly agreed otherwise in writing, the Customer is responsible for arranging and paying for:

• Admission tickets;

• Reservations;

• Travel;

• Food and refreshments;

• Parking;

• Attraction fees; and

• Other costs associated with the chosen activity or venue.

The Customer should check with the venue or attraction in advance to ensure that the proposed visit is suitable for the entertainer.

Entertainer Safety

The Customer must provide the entertainer with a reasonably safe environment throughout the booking.

The entertainer has the right to leave the booking at any point if they reasonably believe that their personal safety or wellbeing is at risk.

This may include circumstances involving:

• Threatening behaviour;

• Abusive behaviour;

• Violence;

• Unsafe conditions;

• Serious harassment;

• Unreasonable or dangerous behaviour; or

• Other circumstances that reasonably cause the entertainer to believe that remaining would put their safety or wellbeing at risk.

Where an entertainer leaves because they reasonably believe their safety or wellbeing is at risk, the booking may end early.

13. Customer Responsibilities

The Customer is responsible for:

• Providing accurate information about the event;

• Providing accurate venue and contact information;

• Ensuring the venue is suitable for the booked package;

• Ensuring the entertainer has a reasonably safe working environment;

• Ensuring children remain appropriately supervised;

• Providing any information we reasonably need to deliver the package;

• Informing us about relevant allergies, fears or accessibility requirements before the event; and

• Ensuring the final balance is available for payment on the day where cash payment is required.

14. Children, Supervision and Safeguarding

Parents, guardians and responsible adults remain responsible for the care, supervision and safeguarding of children attending an event.

Our entertainers are entertainers and character performers. They are not:

• Babysitters;

• Childminders;

• Teachers;

• Medical professionals;

• Therapists;

• Specialist carers; or

• Security personnel.

Our entertainers are not trained or qualified to provide specialist care or medical assistance for children with additional needs or medical conditions.

The entertainer must not be expected to independently supervise children unless this has been expressly agreed in writing, which will only be accepted where appropriate to the particular booking.

15. Allergies and Sensitive Requirements

We do not routinely require information about allergies or medical conditions unless the information is relevant to the package or activities we provide.

We do not handle or provide food as part of our entertainment packages.

If a child has an allergy that may be relevant to our activities, the Customer should tell us before the event.

For example, if our activities involve latex balloons and a child has a known latex allergy, the Customer must tell us so that we can consider taking reasonable steps to avoid the use of latex balloons around that child and, where possible, arrange an alternative activity.

Where a Customer knows of a contact allergy or another allergy that could affect the child's participation, they should tell us before the event so that we can take reasonable precautions to avoid the relevant allergen.

We cannot guarantee that our entertainers, equipment or activities will never unknowingly come into contact with an allergen.

Parents and responsible adults remain responsible for the child's health, medical needs and any medication or emergency arrangements required.

16. Accessibility

We aim to accommodate reasonable accessibility requirements relating to the entertainment we provide.

Customers are welcome to tell us about any requirement that they believe we need to know about before the event.

Where reasonably possible, we may adapt activities or provide alternatives.

For example, if a child has a fear of balloons, we may arrange an alternative to activities involving balloons.

However, our entertainers are not trained or qualified to provide specialist care or support for children with additional needs.

Venue Accessibility

Fragola and Fig is not responsible for the physical accessibility of a venue.

This includes matters such as:

• Wheelchair access;

• Ramps;

• Lifts;

• Accessible toilets;

• Parking;

• Building access; and

• Other physical characteristics of the venue.

Customers should contact the venue directly to establish whether the venue is suitable for their particular accessibility requirements.

17. Behaviour and Safety

Our entertainers, staff and contractors must be treated respectfully.

We reserve the right to pause or terminate a package where a Customer or guest behaves in a threatening, violent, abusive, discriminatory or seriously inappropriate manner.

We may also stop a package where continuing would create a genuine safety risk to our entertainer, the Customer, children, guests or members of the public.

Where an entertainer has to leave because of an unsafe environment or behaviour, the booking may end early.

18. Venue Requirements

The Customer is responsible for ensuring that the venue is suitable for the booked package.

The Customer is responsible for obtaining any permission required from the venue, property owner, event organiser or relevant authority.

We may refuse to perform where the venue or conditions create a genuine safety risk.

19. Timing and Delays

The Customer is responsible for ensuring that the event is ready for our entertainer at the agreed arrival and start time.

If the Customer or guests cause a delay, we will make reasonable efforts to provide the booked package for the remaining available time.

We cannot guarantee that the package will be extended beyond its agreed duration.

20. Cancellation or Changes by Fragola and Fig

We will make reasonable efforts to provide the package booked with you.

We may need to cancel or materially change a booking because of circumstances including:

• Serious illness or emergency affecting an entertainer;

• Accident;

• Circumstances outside our reasonable control;

• An unsafe venue or environment;

• Serious or abusive behaviour;

• Non-payment of amounts properly due;

• A material breach of these Terms; or

• Circumstances where providing the package would be unlawful or create a significant safety or legal risk.

Where we cancel a booking for reasons for which you are not responsible and you are entitled to a refund or other remedy under applicable law, we will provide the appropriate remedy.

Where reasonably possible, we may instead offer an alternative entertainer, character, package or date.

21. Events Outside Our Reasonable Control

We will not be responsible for a failure or delay in providing a package where it is caused by circumstances beyond our reasonable control, to the extent permitted by applicable law.

These circumstances may include:

• Serious illness or emergency;

• Accident;

• Severe weather;

• Flooding;

• Fire;

• Natural disaster;

• Road closures;

• Major transport disruption;

• Government restrictions;

• Civil disorder;

• Venue closure;

• Power failure;

• Third-party transportation failure; or

• Other circumstances that could not reasonably have been prevented or overcome.

Where such circumstances affect your booking, we will make reasonable efforts to contact you and, where practicable, offer an alternative date, entertainer, character, package or other appropriate solution.

22. Photography and Video

We understand that photographs and videos involving children require particular care.

Photographs Taken by Fragola and Fig

We will not take photographs or videos at a private event for our own promotional purposes unless the child's parent or legal guardian has provided appropriate written consent.

Photographs Taken by Parents or Guests

Parents, guardians and guests may take photographs and videos during events, subject to venue rules and applicable law.

Providing an image to us does not automatically give us permission to use that image for marketing.

If we wish to use an image containing an identifiable child on our website or social media for promotional purposes, we will seek appropriate permission from the relevant parent or legal guardian.

Images Containing Other Children

Where a parent or event organiser provides us with an image containing other identifiable children, the person providing the image is responsible for obtaining appropriate permission from the parents or legal guardians of those children before providing the photograph to us for promotional use.

Withdrawal of Consent

Where consent has been provided for us to use an identifiable image of a child for promotional purposes, that consent may be withdrawn at any time.

We will take reasonable steps to remove relevant content following withdrawal of consent.

We cannot guarantee removal of copies independently saved, shared, reposted or reproduced by third parties.

Printed Marketing

We will not use an identifiable image of a child in printed marketing materials unless we have received separate express written permission from the parent or legal guardian specifically authorising that use.

23. Our Standard of Service and Statutory Rights

We will provide the package agreed with you with reasonable care and skill and in accordance with applicable consumer law.

Where our entertainment does not conform to the contract or is not provided with reasonable care and skill, you may have statutory remedies under applicable consumer law.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited.

In particular, nothing excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

24. Third-Party Suppliers

We may use third-party suppliers or contractors in connection with a booking, including transportation providers, venues and other suppliers.

Where a third party provides services directly to you, that third party may have its own terms and conditions.

Where we have agreed to provide a particular package as part of your booking, we remain responsible for our obligations in respect of that package to the extent required by applicable law.

25. Privacy and Personal Data

We collect and process personal information in accordance with applicable UK data protection legislation.

Our Privacy Policy explains what personal information we collect, why we use it, the lawful bases on which we process it, how long we retain it and the rights available to individuals.

Our Privacy Policy also explains how we handle information relating to:

• Bookings;

• Children;

• Allergies and sensitive requirements;

• Accessibility;

• Photography and video;

• Marketing;

• Cookies;

• Xero;

• SIX; and

• Other third-party providers.

Nothing in these Terms authorises us to process personal information in a manner inconsistent with our Privacy Policy or applicable data protection law.

26. Intellectual Property and Third-Party Characters

Fragola and Fig Entertainment Ltd provides independent character entertainment and performances.

We are not affiliated with, endorsed by, sponsored by or officially connected with any third-party character, franchise or intellectual property owner unless expressly stated otherwise.

We do not claim ownership of third-party intellectual property.

Nothing in these Terms grants the Customer ownership or rights in any third-party character, trademark, copyright or other intellectual property.

27. Website Content

Photographs and promotional materials are provided for illustrative purposes.

Minor variations may occur in costumes, props, colours and presentation.

We will endeavour to ensure that the package provided materially corresponds with the description agreed at the time of booking.

28. Website Intellectual Property

Unless otherwise stated, original website content created by Fragola and Fig Entertainment Ltd, including our original text, photographs, graphics, branding and logos, is owned by or licensed to us.

You may not reproduce, modify, distribute, commercially exploit or republish our original website content without our prior written permission, except where permitted by law.

29. Complaints

If you have a complaint about your booking or package, please contact us as soon as reasonably possible.

Email: contact@fragolaandfigentertainment.co.uk

Where possible, complaints should be raised during or immediately after the event so that we have a reasonable opportunity to investigate and, where possible, resolve the issue.

Nothing in this section affects your statutory rights.

30. No Waiver

If we do not immediately enforce a right or provision under these Terms, this does not mean that we have waived that right.

31. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be modified or removed only to the extent necessary.

The remaining provisions will continue to apply.

32. Entire Agreement

These Terms, together with your booking confirmation, quotation, invoice and any other written terms expressly agreed as part of your booking, form the agreement between you and Fragola and Fig Entertainment Ltd.

Where a specific term has been expressly agreed with you in writing for your particular booking and conflicts with these Terms, the specific agreed term will take precedence to the extent of the conflict.

Nothing in this section limits or excludes any statutory rights you may have.

33. Changes to These Terms

We may update these Terms from time to time.

The version applicable to your booking will generally be the version in force when your booking is confirmed, unless a change is required by law or otherwise agreed with you.

34. Governing Law

These Terms and any contract between you and Fragola and Fig Entertainment Ltd are governed by the law of England and Wales.

If you are a consumer, you will retain any mandatory consumer rights and protections that apply to you.

The courts of England and Wales will have jurisdiction, subject to any mandatory rights you may have regarding jurisdiction.

35. Contact Details

Fragola and Fig Entertainment Ltd

Company number: 17311168

Registered office: 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom

Email: contact@fragolaandfigentertainment.co.uk  Telephone: 07432 766 951

 

Package Summary

For clarity, the entertainment packages and options currently covered by these Terms include:

Party Packages

• 2 Hour Premium Party Package

• 2 Hour Classic Party Package

• 1 Hour Classic Party Package

Classic Party Themes

• Mermaid Party

• Fairy Party

• Pop Star Party

• Pirate Party

• Woodland Party

• Princess Party

The Classic Party Packages may be booked using the relevant themed package name, for example 1 Hour Mermaid Party – Classic or 2 Hour Mermaid Party – Classic.

Premium parties are available only as the 2 Hour Premium Party Package.

Other Entertainment Packages

• 45 Minute Appearance

• 1 Hour Sing-Along Package

• Travel with a Character

• Rent-A-Character Half Day

• Rent-A-Character Full Day

Seasonal Themes

• Halloween

• Christmas

• Other seasonal or occasion-specific themes offered from time to time

Business Entertainment

Business and corporate entertainment is bespoke and arranged according to the individual requirements of the business or organisation.

Ice-Skating Characters

Ice-skating character appearances may be available at suitable ice rinks and venues. Our entertainers have no formal ice-skating training and are not skating instructors. The intended format is for the character to skate and interact with guests rather than provide skating instruction.

Bespoke Themes

A theme not listed above may be requested and can be arranged where agreed, suitable and available.

This wording keeps the Terms consistent with the way you're actually operating while making it clear that business entertainment isn't a standard package, Halloween/Christmas are seasonal themes rather than necessarily separate packages, and ice-skating is character entertainment rather than a trained skating service.