Terms of sale

Who we are

Ho Ho Hello is a trading name of Kranthews Ltd, registered in England and Wales, company number 14373131. Registered office: 1 Westbrook Avenue, Hampton, England, TW12 2RE. VAT number GB441363417. Email: hello@hohohello.com.

These terms apply when you order a personalised video from hohohello.com. They don't affect your statutory rights as a consumer.

What you're buying

Personalised video content created from the details you give us: a message from Santa, a video of Santa reading your child's list, and a short security-camera-style clip of Santa in a room photographed by you. Each video is an MP4 file of roughly 60 to 90 seconds at about 1080p, delivered as a private web link by email, playable in any modern browser or phone.

Videos are created with AI from the details you give us. Santa is an original character; no real person's face or voice is used. Your child is never depicted in a video and you never upload a photo of them.

Prices are shown in pounds sterling. A single video is £9.99. The three-video bundle is £19.99, charged in three parts of £6.67, £6.66 and £6.66. Any VAT, GST or sales tax due where you live is included in the price shown at checkout.

How you're charged

At checkout we save your payment card. Nothing is charged at that point. Each video is charged separately, at the moment it is delivered to you, at the price shown for it at checkout. You authorise us to make these charges when you tick the box at checkout, and we keep a record of the wording you agreed to.

If we cannot make a video, we tell you and it is never charged. If a charge is declined on the day of delivery, we hold the video and email you a link to update your card; nothing is delivered until the charge succeeds, and nothing is charged after delivery.

This is a one-off purchase. There is no subscription, no renewal and no further charge after the videos you ordered.

Starting straight away, and cancelling

Digital content: because you ask us to begin creating your videos immediately, you acknowledge at checkout that you lose the 14-day right to cancel each video once we have started making it. Until we start a video, you can cancel it from your videos page or by emailing us, and nothing is charged for it.

Your confirmation email repeats these terms and the consents you gave, so you have a copy.

Your rights if something is wrong

Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If a video is faulty, or a detail you gave us is wrong in it, we will re-make it free of charge. If we can't put it right within a reasonable time, you get a full refund for that video. See our refund policy.

What you must not do

Upload a photo that contains any person. Our automated check rejects such photos and deletes them immediately; see the privacy notice.

Provide details that are unlawful, hateful or intended to distress a child. We moderate scripts and may decline to make a video, in which case nothing is charged.

Resell the videos or present them as anything other than a personalised gift.

Availability and tax

We sell worldwide, wherever Stripe can take payment. Prices are in pounds sterling and include any VAT, GST or sales tax that applies where you live, calculated at checkout. Your bank converts to your currency. Ordering opens on 1 October 2026. The last day to order for delivery by Christmas Eve is 24 December 2026, subject to the honest wait time shown at checkout before you save your card; in the final days that wait may run past Christmas Eve, and the checkout will say so.

Complaints and law

Email hello@hohohello.com with your order reference and we'll reply within 2 working days. These terms are governed by the law of England and Wales and you can bring proceedings in the courts of the UK nation where you live.