Cancellation Policy
Last updated: October 12, 2026
3.1 How This Policy Works
Because The Character Squad is a booking referral agency, you pay your Performer directly after the performance. The Company does not collect or hold Performer fees, so the Company can refund only the referral fee (if any) that you paid to the Company. Any amount you agree to pay a Performer, and any cancellation terms the Performer offers you, are between you and the Performer. To keep things simple and fair, we ask every Performer we refer to follow the default customer-cancellation terms in Section 3.3. Your Confirmation will state any different terms the Performer has agreed with you.
3.2 Customer Cancellation: Referral Fee
If you cancel a confirmed booking, notify us in writing by text message to 408-409-5730 or by mail to 500 East Hamilton Ave #1032, Campbell, CA 95008. The cancellation time is when we receive your notice.
| Notice before event start | Referral fee (paid to Company) |
|---|---|
| 14 days or more | Full refund of the referral fee |
| 7–13 days | Half of the referral fee is refunded, or full credit toward a rescheduled booking within 12 months |
| Less than 7 days (including less than 48 hours) | No refund; full credit toward one rescheduled booking within 12 months if you reschedule at the time you cancel |
| No-show / no access to venue / no cancellation notice | No refund and no credit |
3.3 Customer Cancellation: Performer Fee
- Default. Because you pay the Performer after the performance, there is normally nothing to refund. Unless your Confirmation states otherwise, a Performer we refer agrees not to charge you a cancellation fee if you cancel at least 72 hours before the event.
- Late cancellation. If you cancel less than 72 hours before the event, or the Performer arrives and the event cannot proceed for reasons within your control, the Performer may request a late-cancellation fee of up to 25% of the agreed Performer fee, but only if that fee was stated in your Confirmation. Any such fee is paid directly to the Performer. The Company does not collect or enforce it.
3.4 Rescheduling
You may ask to reschedule a confirmed booking at no additional referral fee if you give at least 7 days’ notice, subject to Performer availability. If your Performer is not available on the new date, we will try to refer another Performer. If no suitable Performer is available within 12 months, any unused referral fee credit will be refunded. Each booking may be rescheduled once without charge.
3.5 Performer Cancellation or No-Show
Performers are independent and may occasionally cancel because of illness, emergency, or other reasons. If your Performer cancels or does not appear:
- We will help find a replacement. We will promptly contact other Performers on our referral list and propose a replacement, if one is available, for you to accept or decline. A replacement may be a different person and may portray a similar but not identical character.
- If you decline the replacement, or none is available, we will refund 100% of the referral fee within 10 business days, or apply it as a credit if you prefer. You owe the Performer nothing for a performance that did not happen.
- Limits. The Company does not guarantee that a replacement will be available and is not responsible for other costs you incur (for example, venue, catering, or decorations), to the extent permitted by law.
3.6 Late Arrival
- Performer late. If the Performer arrives more than 15 minutes late, the Performer should either extend the performance to deliver the full booked time (if you agree) or reduce the Performer fee in proportion to the lost time. If the Performer is more than 45 minutes late without your agreement, you may treat it as a Performer no-show under Section 3.5.
- Customer late or not ready. If the Performer cannot begin on time because of the Customer (for example, the venue is inaccessible, the host is unreachable, or the party is running behind), the performance will normally end at the originally scheduled time, and the full agreed Performer fee remains payable. The Performer may wait up to 30 minutes. After that, the booking may be treated as a customer no-show.
3.7 Weather, Air Quality, and Force Majeure
- Outdoor events require an indoor or covered backup space. Performers may decline to perform in rain, heat above 95°F, unhealthy air quality (AQI above 150), or other unsafe conditions.
- If weather or another force majeure event (Terms §18) prevents the event and no backup location is available, either you or the Performer may cancel without a Performer fee. Your referral fee will be credited in full toward a rescheduled date within 12 months, or refunded at your choice.
3.8 Unsafe Conditions or Inappropriate Conduct
A Performer may decline to begin, or may end a performance early, if conditions are unsafe or if the Performer is harassed, threatened, or asked to do something inappropriate. Examples include aggressive animals, hazards, intoxicated guests, physical contact with the costume, or requests to remove a mask or costume piece. If this happens because of conditions within your control, no referral fee refund is due, and the Performer may charge for the time booked as stated in your Confirmation. If the Performer ends early for reasons not related to you, Section 3.5 applies.
3.9 Dissatisfaction with a Performance
Please raise concerns with the Performer at the event, and call or text us at 408-409-5730 within 7 days. Because Performers are independent, adjustments to a Performer’s fee are between you and the Performer. In our discretion, the Company may refund or credit all or part of the referral fee and may stop referring the Performer.
3.10 How Refunds Are Paid
Refunds of referral fees are issued to the original payment method within 10 business days after the refund is approved (and in no event later than 30 days). Your bank may take additional time to post the refund. Credits are non-transferable, have no cash value except as stated in this policy, and expire 12 months after the original event date.
3.11 Contact
To cancel, reschedule, or report a problem: call or text 408-409-5730. Written cancellation notice: by text message to 408-409-5730 or by mail to 500 East Hamilton Ave #1032, Campbell, CA 95008.