1. About these Terms
These Terms of Sale (the “Terms”) apply to every purchase of a personalized video message from Santa (the “Video”) on the Dear Santa website. The Video is sold by HKG Lab (the “Seller”, “we”, “us”) to you, the customer (“you”). By placing an order, you agree to these Terms.
2. Who we are
HKG Lab is a French simplified joint-stock company (SAS) with a share capital of €1,000, headquartered at La Maison Bleue, 16 rue Alsace Lorraine, 76000 Rouen, France, registered with the Rouen Trade and Companies Register (RCS) under number 108 490 830, VAT number FR60 108 490 830. Publication director: Aymeric Gin, President.
HKG Lab does business as Dear Santa, the trade name under which it operates this website, https://dear-santa.co. You can reach us at any time at contact@dear-santa.co or through our Contact page.
3. The product
The Video is a video message from Santa, made from the information you provide when you order, such as your child’s first name, age, whether your child is a girl or a boy and, if you choose, a good deed from this year. Santa speaks to your child by name and mentions these details.
The Video is digital content, delivered as a link to watch and download it. It is made in English, French, Spanish or Italian, depending on the language chosen when you order.
The images and clips shown on the website are examples. Every Video is unique and may differ slightly from these examples.
4. Placing an order
You fill in the personalization details, your email address and your country, then pay. Your order is confirmed once your payment goes through, and we send a confirmation email to the address you provided.
You are responsible for the accuracy of the information you give us, in particular the spelling of names and your email address. A typing mistake does not entitle you to a refund, but if you contact us through the Contact page, we will do our best to correct the Video when possible.
After checkout, we may offer you optional add-ons, for example your child’s photo held by Santa in the Video, a video Advent calendar, or a second Video for a brother or sister. Buying an add-on is entirely optional. It takes one click and is charged to the payment method you just used. Add-ons are subject to these Terms.
5. Prices and payment
Prices are shown in US dollars (USD). The price that applies is the one displayed when you confirm your order. We may run limited-time promotional offers.
You pay in a single payment by credit or debit card, Apple Pay, Google Pay or PayPal, through secure payment providers (Stripe and PayPal). We never store your card details.
6. Delivery
The Video is delivered by email to the address you provided, normally within 24 hours after your payment is confirmed. During our busiest period (December), this can take up to 72 hours. Please check your spam or junk folder.
The link to your Video remains available at least until January 31 following your order. We recommend that you download the Video to keep it.
7. Personalized digital content
The Video is personalized digital content made to your specifications, and we start producing it as soon as your payment is confirmed. By placing your order, you acknowledge that production begins immediately. This does not affect the money-back guarantee described below.
8. Money-back guarantee
If you are not happy with your Video, you can ask for a full refund within 14 days after it is delivered, through the Contact page, no questions asked. We issue the refund to the payment method you used, within 14 days.
If your Video is not delivered within the times stated above, or if a technical defect prevents you from watching it, we will, at your choice, deliver it again or refund you.
9. Intellectual property and use of the Video
The Video is for private and family use only. You may watch it, download it and share it with your family and friends. Any public or commercial use, or any posting on social media for promotional purposes, is not allowed without our written permission.
All elements of the website and of the Videos (images, text, music, animations, characters) remain the exclusive property of HKG Lab.
10. Personal information
Your information and the information about your child are collected only to make and deliver the Video and to manage our relationship with you. They are handled as described in our Privacy Policy. You can ask to access, correct or delete your information, or object to its use, through the Contact page.
11. Limitation of liability
We are not responsible for problems caused by an incorrect email address, by your email provider filtering our messages, by an insufficient internet connection or by an incompatible device. To the extent permitted by law, our total liability is limited to the amount you paid for your order. Nothing in these Terms limits any liability that cannot be limited under applicable law.
12. Customer service and complaints
For any question or complaint, email us at contact@dear-santa.co or use our Contact page. We aim to reply within 48 business hours.
13. Governing law and disputes
These Terms are governed by French law. This choice of law does not deprive you of the protection of the mandatory consumer protection laws of the state where you live.
If a problem comes up, please contact us first so we can try to resolve it amicably. If we cannot reach an agreement, the dispute may be brought before the competent courts. Nothing in these Terms prevents you from bringing a claim in the courts of the place where you lived when you placed your order, where the law allows it.