Purchase clarity for families
We want every WonderClaus experience to create a magical Christmas memory. If something goes wrong, our goal is to provide a fair and practical solution while protecting the limited availability of scheduled holiday visits.
Effective August 18, 2026
This policy should be reviewed by licensed counsel before publication and implemented consistently with the WonderClaus Terms of Use, checkout disclosures, payment-processor rules, and applicable law.
A parent or guardian who cancels at least 24 hours before the scheduled start time may request either a full refund of the eligible visit purchase price or a complimentary reschedule, subject to availability.
Cancellations made less than 24 hours before the scheduled start time generally are not eligible for an automatic cash refund. WonderClaus may offer a one-time complimentary reschedule or WonderClaus account credit, subject to availability and applicable law.
Missed appointments generally are not eligible for an automatic cash refund. WonderClaus may, at its discretion, offer a courtesy reschedule or account credit. Peak-season and Christmas Eve availability cannot be guaranteed.
If a technical problem caused by WonderClaus or one of its service providers prevents a purchased experience from being delivered or substantially completed, we will work to make it right. Depending on the circumstances, the available remedy may include reconnection, a replacement visit, rescheduling, WonderClaus credit, or an appropriate refund.
Technical issues originating solely from the customer's device, internet connection, unsupported browser, denied microphone permissions, or similar customer-side conditions generally do not qualify for an automatic cash refund. When circumstances permit, WonderClaus may offer troubleshooting assistance, a courtesy retry, reschedule, or account credit.
If a selected character becomes unavailable or a platform-side delay prevents the purchased experience from being reasonably delivered, WonderClaus may offer another available character, rescheduling, account credit, or a refund when appropriate.
Personalized digital products may be canceled before generation when operationally possible. Once a personalized Santa letter, Nice List certificate, or similar customized product has been generated or delivered, it is generally non-refundable except for a material error or defect attributable to WonderClaus, or where otherwise required by law. If WonderClaus makes an error in the personalization, we may first offer a corrected replacement.
Verified duplicate charges or billing errors attributable to WonderClaus will be corrected and the applicable amount refunded.
Because each interactive experience is personalized and AI-assisted, individual reactions may vary. If a parent is dissatisfied, please contact WonderClaus so the circumstances can be reviewed. Depending on the issue, we may offer a replacement visit, reschedule, account credit, or other appropriate resolution. This does not limit rights available under applicable law.
Demand may be especially high during December and near Christmas Eve. Rescheduling during peak periods is subject to available capacity. If WonderClaus is responsible for a service failure, we will still provide an appropriate remedy even when an equivalent time slot is unavailable.
Approved refunds will generally be returned to the original payment method. Processing time after approval may vary based on the payment processor and the customer's financial institution. WonderClaus cannot guarantee the exact date on which a bank or card issuer will post the credit.
Refund, cancellation, rescheduling, and service-recovery requests should be submitted by the parent or guardian to refund@wonderclaus.com. Please include the account holder's name, order or reservation number, scheduled visit date/time if applicable, and a brief description of the issue. Do not email unnecessary sensitive information about a child.
Nothing in this policy limits any non-waivable rights or remedies available under applicable consumer-protection law.
WonderClaus — NextView Digital Ventures LLC, 5200 Dallas Hwy, Suite 200 #164, Powder Springs, GA 30127. Refund Inquiries & Requests: refund@wonderclaus.com.
