Refunds & Cancellations
Santa Calls · Last updated: 24 October 2026
The short version: cancel at least 48 hours before your call for a full refund. If we can't make your call because of a problem on our side, you get a full refund. If nobody answers after 3 tries, email us and we'll refund 50%.
1At a glance
| What happened | What you get |
|---|---|
| You cancel at least 48 hours before your call | Full refund |
| You cancel within 14 days of booking, before the call has happened | Full refund (your legal right) |
| We couldn't make your call because of a problem on our side | Full refund |
| Something went wrong during the call because of a fault on our side | We'll put it right or refund you |
| We tried 3 times over 3 days and nobody answered | 50% refund: just email us |
| You cancel less than 48 hours before your call, and more than 14 days after booking | No refund |
| The call has already taken place as booked | No refund, as the service has been provided |
| The service was misused, for example to prank or upset someone | No refund (see our Terms & Conditions, section 10) |
2Cancelling before your call
Plans change. You can cancel for a full refund at any time up to 48 hours before your call.
You also have a legal right to cancel within 14 days of booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If your call is booked for a date within 14 days of booking, you're asking us to make it within the cancellation period. You can still cancel for a full refund at any time before the call, even with less than 48 hours to go, but once the call has taken place, the right to cancel ends.
3If nobody answers
- If your call isn't answered, Father Christmas tries again at the same time the next day.
- He makes up to 3 attempts in total over 3 days, and never calls the same number more than once in 24 hours.
- If all 3 attempts go unanswered, email us at [email protected] with your booking reference and we'll refund 50% of the price you paid.
Please double-check your phone number when you book, and save the contact card from your confirmation email so you know it's Father Christmas calling.
4If something goes wrong
We provide every call with reasonable care and skill. If we fail to make your call because of a problem on our side, you'll get a full refund. If something goes wrong during a call, such as a technical fault, tell us and we'll put it right or refund you.
5Changing your call time
Need to move your call? Email us as early as you can and we'll do our best to find another slot, subject to availability.
6How refunds are paid
- Refunds go back to the card you paid with, through our payment provider, Stripe.
- We'll process your refund within 14 days of agreeing it. Your bank may take a few extra days to show it.
- Refunds are based on the amount you actually paid, after any discount or elf code.
How to cancel or ask for a refund
Email [email protected] with your booking reference and a short note of what you need. We aim to reply within 5 working days.
7Your legal rights
Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015. This page summarises our Terms & Conditions, which apply to every booking.