Policies & Important Information
Live Visit Cancellation & Refund Policy
Plans change — even at the North Pole.
Live Visits may be canceled or rescheduled up to 24 hours before the scheduled visit for a full refund or a new available time.
Cancellations made less than 24 hours before the scheduled visit and missed visits are generally non-refundable. Santa will make reasonable efforts to accommodate a reschedule when availability permits, but December can get a little ridiculous up here.
If a visit cannot be completed because of a technical problem on Santa’s end, you may choose either a rescheduled visit or a full refund. If connection problems occur on your end, Santa will make a reasonable effort to reconnect and complete the visit.
If Santa must cancel a scheduled visit for any reason, you may choose a new available time or receive a full refund.
Personalized Video Cancellation & Refund Policy
Plans change — Santa understands.
Personalized Video Message orders may be canceled for a full refund before Santa begins recording the message.
Once recording begins, the order is non-refundable because the video is created specifically for your child using the information provided at the time of purchase.
If Santa makes a factual or pronunciation error despite receiving correct information, the video will be corrected and re-recorded at no additional charge.
Errors or omissions in information submitted by the purchaser are not eligible for a refund, although Santa will make reasonable efforts to help when possible.
If Santa is unable to complete or deliver the video as promised, you may choose a revised delivery date or receive a full refund.
Privacy & Child Information
Actually Santa collects only the information a parent or guardian chooses to provide for the purpose of creating a personalized Christmas experience. This may include a child’s first name, age, interests, accomplishments, Christmas wishes, and pronunciation information.
This information is used only to prepare and deliver the requested Live Visit or Personalized Video Message and to provide related customer service. It is not sold or used for advertising.
Orders and questionnaires must be submitted by a parent, guardian, or other authorized adult. Children should not submit personal information directly through the site.
Parents or guardians may contact Actually Santa to request access to or deletion of information they have submitted. Wix provides tools that allow site owners to process data-deletion requests.
Technical Issues & Service Delivery
Live Visits are delivered online using the meeting link provided with the booking confirmation. Customers are responsible for having a working internet connection, camera, microphone, and compatible device at the scheduled time.
If a technical problem occurs on Santa’s end and prevents the visit from being completed, Santa will make a reasonable effort to reconnect. If the visit still cannot be completed, you may choose either a rescheduled visit or a full refund.
If the technical problem is on the customer’s end, Santa will make a reasonable effort to reconnect and complete the remaining visit time. Additional time or a replacement visit cannot be guaranteed, particularly during high-demand dates.
Personalized Video Messages are delivered electronically. Customers are responsible for providing a valid email address and accurate information when ordering. If delivery is delayed because of a technical problem on Santa’s end, Santa will make reasonable efforts to correct the issue and complete delivery as soon as possible.
Delivery times are estimates and may occasionally be affected by circumstances beyond Santa’s reasonable control.