Refund & Cancellation Policy
Please review our policy carefully.
48+ Hours Before Event
- Reschedule at no additional cost
- Refund processed within 5-14 business days
- Cancellations receive a full refund
- Self service using links in email - scroll down to see directions on how to reschedule or cancel on your own
24-48 Hours Before Event
- Reschedules: Allowed with a $25 late change fee
- 50% refund of total booking amount
- Refund processed within 5-14 business days
- Email smile@eventimage.co to process changes if between the 24-48 hour mark as the links in email only work up to the 48 hour mark
Less Than 24 Hours Before Event
- No refund available
- No reschedules allowed
How to Process Your Cancellation or Reschedule
Step 1: Find your confirmation email
Step 2: Click the link in the bottom of the email
Step 3: Select your option and update here
Important Things to Keep in Mind
Purchasing multiple reservations to hold spaces as "options" and then requesting to cancel some of them will result in fees of $5 per reservation, regardless of when the reservation is.
REMINDER: NO PETS are allowed in the mall. This will be strictly enforced at the Santa Experience.
If you purchase a reservation, cancel it, and then rebook a new one, you will be subject to a $5 rebooking fee. Please use our rescheduling tool instead.