Cancellation & Refund Policy
Effective March 2026
All Bookings Are Final — No Refunds
Once a booking is confirmed, your payment is final. Our performers reserve their calendar time, prepare costumes, and schedule around your event. Because of this, all payments are final and non-refundable for any reason, including cancellations, changes of mind, or no-shows.
Rescheduling & Deposit Credit
We understand that things come up. If you need to cancel or reschedule your event, we are happy to accommodate you under the following conditions:
- If you cancel a confirmed booking, your deposit is not refunded, but it may be held as credit toward a rescheduled event for up to 1 year from your original event date.
- The new date and time are subject to performer availability.
- There is no additional charge for rescheduling as long as reasonable advance notice is provided.
Late Cancellations
- Cancellations made within 48 hours of the event remain eligible for the deposit credit described above, but no cash refund will be issued.
- Failure to confirm event details or provide access to the venue may be treated as a late cancellation.
Weather Policy
- Our performers cannot perform in rain, extreme heat, or other unsafe weather conditions. An indoor backup location is required for all outdoor events.
- If weather prevents the event from taking place and no indoor option is available, we will work with you to reschedule at no additional cost.
Performer Substitutions
- We do not guarantee specific performers. If your assigned performer becomes unavailable due to illness, emergency, or other circumstances, we will provide a qualified replacement.
- If we are unable to provide a suitable replacement, we will reschedule your event at no additional cost.
Contact Us
If you have questions about this policy or need to reschedule an upcoming event, please reach out:
Characters.io is operated by Characters IO LLC, 1600 E. 4th Street, Santa Ana, CA 92701.
