Terms & Conditions

Last updated: 25 September 2026

These terms apply to performances booked with Crellin Enterprises Limited trading as Singergram.com (“Singergram”, “we” or “us”). Please read them alongside your booking confirmation, which sets out the performance, date, location, price and any arrangements agreed specifically for your booking.

1. Booking and payment

A booking is confirmed when we have agreed its details and received the payment stated in your booking confirmation. Unless we agree otherwise in writing, the full price is payable to confirm the booking.

Once a booking is confirmed, we may begin arranging the performer, reserving their time, preparing personalised content and coordinating the performance. We will tell you the total price and any agreed additional charges before you pay.

2. If you need to cancel

Please tell us as soon as possible if you need to cancel. You can do so by replying to your booking confirmation or using the contact details on our website. We will confirm receipt.

Because performances are arranged for a specified date or time, the usual 14-day cancellation right for many online purchases does not generally apply to these bookings. You can nevertheless cancel under these terms.

If you cancel, we will assess what we can reasonably retain from payments already made. This may include the reasonable cost of work already carried out specifically for your booking, commitments to a performer or other suppliers that we cannot reasonably avoid, and any other direct loss caused by the cancellation. We will take reasonable steps to reduce our loss, including considering whether the performer can take another booking. We will not retain more than is reasonable in the circumstances or charge twice for the same loss.

We will refund any balance after that assessment and explain how we calculated an amount retained if you ask. If the amount reasonably due exceeds what you have paid, we will explain the basis before seeking any further payment. We will not impose an automatic charge simply because you cancelled.

3. Changes to your booking

Please check the date, time, address, venue arrangements and performance details in your booking confirmation and tell us promptly about any error.

If you request a change, including a new date, song, script, costume or other performance element, we will tell you whether we can accommodate it and whether it would involve an additional cost before proceeding. A new date depends on performer availability.

If a requested change cannot be accommodated, you may keep the booking as originally agreed or cancel under section 2. Nothing in this section reduces your rights if we have made an error or have not provided what we agreed.

4. Performance content

We want performances to be enjoyable and respectful for recipients, guests and performers. We may decline requests for unlawful, discriminatory, threatening, sexually explicit, abusive or degrading content, or requests that could put someone at risk.

We will raise a concern with you where reasonably possible and discuss a suitable alternative. If we cannot agree on content that can safely and lawfully be performed, the refund position will depend on the circumstances and who is responsible; we will not automatically retain the full booking price.

5. Performer safety

You must take reasonable steps to provide a safe setting and ensure that performers are treated respectfully. A performer may pause or end a performance if they face abuse, threats, harassment, inappropriate touching, discrimination or unsafe conditions.

If this happens, we will consider the circumstances, including whether it was reasonable to continue or offer an alternative. Any refund or amount retained will be assessed fairly, taking account of the service provided and losses directly caused by the incident. We do not exclude your legal rights where the problem was our fault.

6. Arrival and timing

We will use reasonable care and skill to deliver the performance at the agreed place and time. Please tell us when booking if a particular time is essential, so this can be agreed and recorded in your booking confirmation.

If a delay occurs, we will contact you as soon as reasonably possible and discuss the available options. Your rights will depend on the length and effect of the delay and the circumstances. A minor delay that does not materially affect the performance will not normally entitle you to a full refund. If we fail to provide the agreed service, your statutory rights remain unaffected.

7. Venue and recipient arrangements

You are responsible for giving us accurate booking information and telling us about any venue restrictions you know of. We will discuss with you who will seek any necessary venue permission and record the agreed arrangement in your booking confirmation. You must take reasonable steps to ensure suitable access and a safe place to perform.

If access is refused, the recipient is unavailable, or incorrect information prevents the performance, we will consider whether a reasonable alternative is possible. If the performance cannot go ahead for a reason within your control, any amount we retain will be assessed under section 2, taking account of work performed, costs incurred and losses we cannot reasonably avoid. If the problem is our fault, your legal rights remain unaffected.

We cannot guarantee how a recipient will react to a surprise performance. If a recipient declines to participate, we will respond respectfully and consider what part of the agreed service can reasonably be delivered. Any refund question will depend on the circumstances; it will not be decided by an automatic “no refund” rule.

8. If we cannot provide the performance

If a performer becomes unavailable, we will contact you promptly and, where practical, offer a suitable replacement or an alternative date. You do not have to accept a materially different performance or date. If we cannot provide the agreed performance and you do not accept an alternative, we will refund payments for the service we have not provided.

If circumstances beyond either party’s reasonable control prevent the performance, we will discuss a suitable rearrangement where possible. If it cannot be rearranged or you do not agree to the proposed alternative, we will assess any refund in accordance with your legal rights and the work and costs properly attributable to the booking. We will not automatically keep the full price for a performance that cannot take place.

9. Photography and video

You may photograph or record the performance for personal use, subject to venue rules and the rights of others present. We will ask for your permission before using photographs, recordings or testimonials you supply for our marketing.

10. Our responsibility to you

We will provide our services with reasonable care and skill. Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded or limited, including your rights under consumer law or our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

We are responsible for loss or damage caused by our failure to comply with these terms or to use reasonable care and skill where that loss or damage was foreseeable. We are not responsible for loss or damage that we did not cause or that was not reasonably foreseeable, subject always to rights that cannot lawfully be restricted.

11. Questions and complaints

If something goes wrong, please contact us promptly using the contact details on our website and give us the booking details. We will review the circumstances and respond. These terms do not prevent you from exercising your statutory rights.

12. About Singergram

Crellin Enterprises Limited trading as Singergram.com. Company number: 12342693. Registered office: 23 Rydal Gardens, Whitton, Hounslow, London, TW3 2JJ.