Withdrawal and refunds

1. Right of withdrawal on our fee

As a consumer, you generally have a 14-day right of withdrawal on our booking fee. Because our service — giving you access to each other's contact details — is fully performed the moment your booking is confirmed, the right of withdrawal lapses at that point.

That requires you to actively give two consents at checkout: that delivery begins immediately, and that you understand the right of withdrawal lapses once the service is fully performed. You confirm both yourself through two separate checkboxes in the payment flow, and we keep a record that you did.

2. Cancelling a confirmed booking

Once a booking is confirmed and paid, cancelling it does not give a right to a refund or credit — regardless of whether the family or the Santa cancels. Our fee is for the introduction, which has already happened by that point.

The reasoning is simple: we introduce the two of you. What happens afterwards — whether the visit goes ahead, and on what terms — is between the family and the Santa.

3. No-shows

The same rule applies if the Santa doesn't show up. We don't refund the fee, but you're welcome to report it so we can act on it against the Santa's account on the platform.

4. When a slot is booked while you're paying

There is one exception: if your payment succeeds for a slot that has meanwhile been booked by another family, that isn't your fault. In that case, we automatically refund your fee and help you find another Santa.

5. Complaints

If you're unhappy with our decision, you can complain to the Danish Center for Complaint Resolution (Center for Klageløsning, naevneneshus.dk), or through the EU Commission's complaints platform at ec.europa.eu/consumers/odr if you are a consumer in another EU country.