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Experience the magic this Christmas, from your very own home

 

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Message from Santa

“Christmas is my favourite time of the year, and I can't wait to speak to you and your family live from Lapland this December”

We have put together some FAQ's on tips for how to get the most out of your live video call the real Santa, direct from his home in actual Lapland! Please ensure you have read these, and have your personalisation information ready to provide, before you book your time slot below.

 

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Prices start from £85 per family and include a video call experience up to 15 minutes that’s personalised for a maximum of 4 children per call.

Don’t delay, spaces are limited and we expect to fill up quickly.

Please see booking terms & conditions below. 

Santa, Live from Lapland: Booking Terms & Conditions

When you book a Santa, Live from Lapland video call slot, you are entering into a contract with Hotelplan Ltd, Company No. 350786 (“we” or “us”). Our Head Office address is: Nelson House, 55-59 Victoria Road, Farnborough, Hampshire, GU14 7PA. Hotelplan Ltd are the facilitator of the live video call and our supplier, ProSanta Oy, a specialist Lapland experience company in Finland will provide the end service.

Please read these booking conditions carefully prior to booking your video call, as together with our Privacy Policy and any other written information we brought to your attention before we confirmed your booking, they form the basis of your contract with us. These terms and conditions govern bookings made on the internet and through our telephone reservations team, and you will be deemed to be bound by these conditions on confirmation of your booking through either of these channels.

When you make a booking, as the first named person on that booking, you agree and accept on behalf of all persons detailed on the booking that:
a) You have read these Booking Conditions and have the authority to and do agree to be bound by them; b) You consent to our use of your personal data in accordance with our Privacy Policy and are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data; c) You are over 18 years of age and resident in the United Kingdom; and d) You accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Terms and conditions of Live Video Call
1. In order to take part in this live video call, you require access to a laptop/desktop/mobile device with a camera and microphone, which will need to be switched on for the duration of the call. You will require access to either Microsoft Teams, Zoom or Skype to join the call. Please provide your email address and phone number which is associated with the platform that you intend to use. Please ensure the accuracy of the details you provide, we cannot be held responsible for any inaccurate or incomplete details and therefore, not be held accountable if you do not receive a live call from Santa. The minimum requirement for the internet speed for the video call is: 8 Mbps download / 1.5 Mbps upload. 2. As part of the live video call, we require information about who will be attending in order to personalise the call. We will endeavour to reference everything that is provided on the call, however we cannot guarantee it will all be included. The information provided will be shared with our supplier of the experience and both Santa and his helpers in order to facilitate the experience. For further information on how your information will be used, stored and retained, please review our privacy policy. 3. The live video call is for a maximum of four children. Any more than this and you will be required to book an additional time slot. 4. At the time of booking you will choose a date and time slot. Please ensure you remember this as time slots cannot be changed or refunded once booked. You a required to be ready for the call a minimum of 5 minutes before your agreed time slot. Should you be late to the call, we will do our best to contact you, however in the event of your non-attendance we shall deem the call as cancelled. You will not be entitled to any refund, compensation or rescheduling. If you wish, you may book another time slot, however this will be at your own cost and subject to availability. 5. The live video call will be between Santa, his helpers, you and the child/ren specified on your booking. It will be a natural conversation utilising the personalisation given at the time of booking. The duration of the call will be up to a maximum of 15 minutes. The live video call will be deemed complete no matter how long the duration is. 6. We take the safety, privacy and protection of all our customers very seriously and as a result, we require one adult parent or guardian of the child/ren to be present throughout the duration of the call. In addition, due to safeguarding reasons, we do not permit the recording and filming of the live video calls, as well as selling and launching such video material is strictly prohibited. 7. In the event of a technical issue before or during a call, please see below: a. If the technical issue is a result of your fault, for example internet connectivity or device issues, we will endeavour to resume the connection, subject to the call duration limit of 15 minutes. If the technical issue cannot be resolved within the call duration, then the live video call will end based on technical failure. We will not refund or re-schedule the call. If you wish, you may book another time slot, however this will be at your own cost and subject to availability. b. If the technical issue is a result of our fault, for example internet connectivity or device issues, we will attempt to reschedule your call at no additional cost, subject to availability. Should the date and time we provide not be satisfactory to you, you will be entitled to a refund, however no compensation will be payable. 8. We reserve the right to discontinue the live video call if we feel you act contrary to good manners and behaviour and cause anxiety, discomfort or fear to Santa and his helpers during the video call. 9. We reserve the right to cancel or amend these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, significant risks to human health such as pandemic, epidemic and an outbreak of serious disease or quarantines related thereof, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of Hotelplan Ltd and our suppliers control. 10. Events may occur that delay the live call or render the live call impossible due to reasons beyond the control of Hotelplan Ltd and our supplier. We reserve the right to rearrange or cancel the live call at any time and the customer agrees that no liability shall attach to Hotelplan Ltd as a result thereof.
Santa Claus & Fairy-tale Characters: Santa and his helpers are part of the Official Santa Claus of Finland company provided by our supplier. They are required to strictly follow the criteria of Finland's Ministry of Trade and Industry Santa Claus Handbook to ensure the highest quality. The Santa on the call will handle his duties with the utmost sincerity and the ultimate care. All of Santa’s helpers are carefully selected and attend a wide-range of training, from language studies to child psychology and the Christmas traditions of different nations. Cancellation Policy: We really hope that you don’t have reason to cancel your video call with us but, if you do, we ask that you let us know immediately by telephone. For contact details, see the Contact Us pages on our website. Free cancellation of booked slots will be permitted more than 9 days prior to the date of the call. Cancellation within 9 calendar days of the call are non-refundable. Complaints: We want all of our customers to enjoy our live video calls with Santa, however if you are dissatisfied with the call you receive, please contact our Guest Services team via our contact us page and we will try to resolve the issue. If we are unable to rectify your complaint, a refund of the call will be considered, however no other compensation will be payable. Marketing Communication: By supplying your details, you agree to receive announcements from Santa’s Lapland regarding this experience. You will only receive future marketing emails from Santa’s Lapland if you subscribe to their marketing communications. You can unsubscribe at any point to these emails.