Cancellation Policy

Heritage Santa Mini Sessions

Cancellation & Rescheduling Policy

Effective: October 27, 2025

At Heritage Santa Mini Sessions, we are committed to providing a magical, safe experience for every family. This policy outlines how we handle weather, illness, and other situations that may impact your scheduled session at Drummond Farms Heritage Manor.

1. Weather-Related Closures by Heritage Santa

1.1 Severe Weather Conditions

Heritage Santa Mini Sessions reserves the right to close operations due to severe weather conditions that pose safety risks, including but not limited to:

• Blizzards, ice storms, or extreme snowfall making travel dangerous
• Severe weather warnings or advisories from Environment Canada
• Power outages at the venue affecting operations
• Road closures or emergency travel restrictions in the area

1.2 Notification Process

In the event of a weather-related closure, we will notify affected clients as follows:

• Notification will be sent via email and/or text message at least 4 hours prior to your scheduled session time when possible
• Updates will also be posted on our social media pages and website
• For rapidly developing weather situations, we may provide shorter notice

1.3 Rescheduling Options

If Heritage Santa cancels your session due to weather:

• You will receive a full refund of your session fee (processed within 5-7 business days), OR
• Priority rebooking to any available time slot during the remainder of the season at no additional charge
• Rebooking links will be provided in the cancellation notification

2. Santa Illness or Staff Unavailability

2.1 Santa Illness or Unavailability

Heritage Santa Mini Sessions maintains a roster of multiple professionally trained Santas. In the event that your scheduled Santa is unable to perform due to illness or emergency:

• We will attempt to provide a backup Santa from our trained roster when available
• All our Santas receive identical training and meet the same professional standards
• Parents/guardians are always present during sessions – Santas are never alone with children
• If a backup Santa is available, your session will proceed as scheduled with no change to your booking

2.2 When Backup Coverage is Unavailable

If we cannot provide a replacement Santa due to staff unavailability:

• We will notify you as soon as possible (minimum 4 hours notice when feasible)
• You will receive a full refund OR priority rebooking at no additional charge
• This is treated identically to a weather-related closure (see Section 1.3)

2.3 Health & Safety Protocol

For the safety of all families and staff, any Santa or team member showing symptoms of contagious illness will not work. We maintain strict health protocols to protect the children and families we serve. This commitment to safety is part of our premium service guarantee.

3. Client-Initiated Weather Cancellations

3.1 Cancellation Due to Weather Concerns

We understand that families may have concerns about traveling in inclement weather. If you choose to cancel your session due to weather conditions when Heritage Santa operations remain open:

• 48+ hours advance notice: Free rescheduling to any available slot (subject to availability)
• 24-47 hours advance notice: $25 rebooking fee applies; reschedule to any available slot
• Less than 24 hours notice or no-show: 50% of session fee forfeited; may reschedule for remaining 50% credit
• Exception: If there is an active Environment Canada severe weather warning for Hamilton area at your session time, our standard closure policy (Section 1.3) applies even if operations are technically open

3.2 Late Arrival Due to Weather

Sessions are scheduled in 10-minute intervals. If weather conditions delay your arrival:

• Call or text us immediately if you anticipate being late (contact information in booking confirmation)
• We will accommodate you if possible, but session length may be shortened to maintain schedule
• If more than 15 minutes late without notice, you may forfeit your session and standard cancellation policy applies
• On days with widespread weather delays, we will extend grace periods and work with all affected families

4. Client Illness or Family Emergency

4.1 Illness Policy

For the health and safety of other families and our staff, please do not attend your session if anyone in your party is experiencing symptoms of contagious illness.

• 24+ hours notice: Free rescheduling to any available slot
• Less than 24 hours notice: Free rescheduling if you provide notice before your session time; standard cancellation policy applies for no-shows
• We appreciate your consideration for other families and will work with you to find a suitable replacement date

4.2 Family Emergencies

In the event of a genuine family emergency, please contact us as soon as possible. We will work with you on a case-by-case basis to reschedule your session or provide a refund as appropriate to the circumstances.

5. Indoor Operations & Minor Weather

5.1 Indoor Sessions

All Heritage Santa Mini Sessions photo sessions take place indoors at Drummond Manor. Light precipitation (rain, light snow) or cold temperatures do not impact our operations and are not considered grounds for cancellation by either party.

5.2 Climate-Controlled Environment

The manor provides a comfortable, heated environment for all sessions throughout the holiday season. Families can dress in their holiday best without concern for outdoor weather conditions.

6. Force Majeure

Neither party shall be held liable for failure to perform obligations under this agreement when such failure is due to circumstances beyond reasonable control, including but not limited to acts of God, extreme weather events, natural disasters, widespread illness outbreaks, or government-mandated closures. In such cases, affected clients will be offered full refunds or priority rescheduling options.

7. Contact Information

For questions or concerns about your booking, cancellations, or rescheduling:

• Email: hello@balladcreative.ca
• Text our phone number: given at the time of booking
• Website: heritagesanta.ca
• Instagram: @heritagesanta

Policy Acknowledgment

By booking a session with Heritage Santa Mini Sessions, you acknowledge that you have read, understood, and agree to this Cancellation & Rescheduling Policy. This policy is incorporated into your booking terms and conditions.

Last Updated: October 27, 2025