Purchasing & Refunding

Terms of voucher sale

Experience Voucher reserves the right to withdraw or suspend the offer of sale of any experience without notice. Once purchased, the holder of the experience pack is entitled to that experience.

Voucher exchanges

It is possible to exchange your experience voucher before it is redeemed. The validity date of the new voucher will be the same as the original voucher. Where there is an increase in value the customer will be required to pay the difference at the point of exchange. Where there is a reduction of value, a credit note (open value voucher) will be provided.

E-tickets

E-tickets are the default delivery type. Email E-tickets will be automatically sent to you by email on receipt of the order if this delivery method is requested. No paper based voucher will be issued to the recipient of the voucher.

Delivery of your gift voucher

Where selected, we send all experience packs to you the same day you order if ordered before 4pm (weekdays).

UK delivery

Delivery of your experience voucher is available across the UK. 1st class post costs £1.00 and Special Delivery is guaranteed next day delivery, Monday – Friday, for £8.00 and for Saturday guaranteed, £11.00 (if ordered before 4pm weekdays). Please note a signature will be required for delivery of special delivery vouchers.

International Delivery

International delivery is only available by E-ticket.

Refunds

A full refund is available up to 14 calendar days from the date of purchase for vouchers that have not been redeemed. Refunds will be processed to the card used to originally purchase the voucher the working day we receive the request and can take up to 3 working days to arrive back in your account.
Refunds will be credited back to the card or Paypal account used to make the original purchase.

Postage cost refund

The default delivery type is E-mail which is free of charge. Other optional postage costs are not refundable.

Exclusive Claim

Certain products on our website are marked as exclusive. This means that the product is exclusively available from Experience Voucher in gift voucher form.

Offers

Offer of sale

Experience Voucher sells offers on a limited availability basis, therefore any offer may be removed from sale without notice by our system if the offer becomes fully subscribed or for any other reason.

Validity of offers

Offer vouchers are likely to have reduced validity periods over standard vouchers. Please check that you are able to complete the offer within the offer redemption period presented before purchase.

Availability variations from normal gift vouchers

Offer vouchers are likely to have additional restrictions over standard vouchers. Please check that you accept those variations in the offer within availability information presented before purchase.

Validity of your voucher

Validity

All standard gift vouchers purchased through this website are strictly valid for one year from the date of purchase. Offers typically carry different validity periods (see below).

Open value vouchers

Open vouchers with a cash value are only available to be redeemed at Experience Voucher within 1 year of the date of purchase. The experience that the open value voucher is used to purchase will be valid until the expiry date of the original open value voucher.

Validity extensions

It maybe possible to extend the validity of your voucher by three months by payment of an administration charge, this must be done during the voucher's validity period.

Please note that it is not possible to extend the validity of an open value voucher.

Redeeming your voucher

Voucher exchange

It is possible to exchange your experience voucher before it is redeemed. See above. By redeeming your voucher you agree to be bound to the experience it relates to.

Redemption within 14 days of purchase

Where the voucher is less than 14 days old, you agree to waiver any right of refund. By redeeming your voucher, you agree to be bound to the experience your voucher is for; exchanges can not be made after a voucher has been redeemed. Where availability is presented online, a booking made is final and non-changeable.

Delivery of your experience

Restrictions

Some of our experiences have restrictions, such as size, weight or level of health. Each experience listing has information about restrictions, however you may be asked questions about this when it comes to booking a date and time for your experience.

Disabilities

We don’t consider those with disabilities to be any different from others, however for practical reasons some experiences may not be appropriate. For information about disabled access to specific experiences please contact us.

Safety

By partaking in the experience you may be placed at some personal risk. You maybe asked to sign a risk waiver or personal liability form on the day. Full safety information is provided and safety equipment is provided as required by the experience provider.
Please note that Experience Voucher is not liable for any event or incident that may happen as a result of your participation on the event. We would ask that you read the liability or safety information provided on the day and listen to any safety briefing given.
Please check with the venue if you need any medical clearance before arrival.

Weather

Sometimes experiences have to be postponed due to the weather. We recommend that you contact the experience provider (details provided on redemption) on the day of your experience to confirm that the experience is going ahead.

Availability

All experiences we offer are on a first come, first served basis. This means that when you arrange your date and time you’ll be able to choose a time best suited to you. For some experiences we offer online booking which is available when you redeem your voucher online.
Please note that Experience Voucher is unable to guarantee availability for a particular date and time for an experience.

Cancellation

We recommend that all customers contact the experience provider on the morning of the event to confirm that the event is going ahead as planned. Cancellations may be made at short notice (e.g. due to weather). Experience Voucher are not able to reimburse you for travel or accommodation expenses if an event is cancelled.

Termination of the product or the supplier

Where the experience is no longer available or the experience provider no longer operates, we will endeavour to arrange for the same experience to be delivered at a different location. If this is not possible we will either offer a credit note for the full value of the voucher or offer a full refund of the voucher if it is still valid.

Insurance

We require our suppliers to be insured for all activities and hold evidence of their Public Liability insurance. Please note that we are not liable for the delivery of any event marketed or sold by us.

Handling complaints & disputes

Complaints about us

Complaints about Experience Voucher should be put in writing using the customer service form at the earliest opportunity, providing us with as much detail. We will investigate the complaint and endeavour to solve any complaint within 48 hours of receipt of a communication fairly and reasonably.

Complaints about an experience supplier

Complaints about the experience must be logged with the experience provider at the time of the experience.
Complaints logged after the event with Experience Voucher can not be commented on without the experience provider being given a fair opportunity to resolve or discuss a problem.

Disputes

All disputes are governed by and construed in accordance with Scottish Law.

Your use of this site

Site availability

We may suspend access to our site for any reason without notice. We will not be liable if for any reason our site is unavailable at any time or for any period.

Acceptable Use

You may use our site only for lawful purposes. Certain areas of our site may enable you to enter content of your own. In such cases, the content must not contain any material which is defamatory of any person, contain obscene, offensive, hateful or inflammatory content including but not restricted to sexually explicit material, violence or discrimination, or be hateful to any individual or group. It must not infringe any copyright, database right or trade mark of any other person.

Your identity

You must not impersonate any person, or misrepresent your or another persons identity. You must not affiliate yourself to Experience Voucher or ‘pass off’ as us or give the impression that you communication or purpose emanates from us without our express written permission.

Viruses, Hacking and offences

You must not misuse our site by knowingly introducing viruses, trojans, worms or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site or business. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Registrations & key info

Company number

Experience Voucher is a company registered in Scotland, Company number SC 344 688.

VAT

Our company VAT registration number is 108 3476 19

Registered office

The company's registered address is Address Line 1, Edinburgh, EH1 1EH

ICO

We are a registered Personal Data Handler with the Information Commissioners Office. Our membership number is ZA105154.

Cancellation Waiver

Purchase of Cancellation Waiver

Cancellation cover must be purchased at the point of voucher purchase, redemption or before the booking date either online or by telephone. The waiver is valid per voucher. Multiple voucher purchases must each have their own waiver to be in force to be valid. The cover allows you to cancel the activity once after you have booked a date for your experience.

Valid claim reasons

In the event of a claim on the Cancellation waiver we will rebook the experience within the voucher’s original validity period. The policy is valid for the same duration of the voucher for the following reasons:

1) Death within the immediate family,
2) Breakdown on route to the experience,
3) Serious illness of the participant

Making a claim

Relevant official documentation must be provided i.e doctors note or official recovery documentation.

In the event you need to make a claim please contact the customer service team on [office_phone].

Exceptions & clauses of the waiver

There are a number of exceptions to the waiver agreement

1) The waiver is only valid for the duration of the voucher's validity. If the validity of the voucher is extended, the waiver will remain valid for the duration of the validity extension.

2) If no official documentation is provided then the claim might not be valid.

3) If the voucher is cancelled or refunded at any point before the experience date, the waiver will not be refunded.

4) The waiver does not constitute an insurance policy and forms part of our contractual agreement.

5) The waiver is only valid up to £200 towards a re-booking or credit note.

6) The waiver is not valid for any tank driving experience or helicopter tour and is not offered for these products.

General

Liability

Experience Voucher is not liable for any injury, death, mental distress or any condition developed as a result of partaking in and activity promoted on, or purchased through Experience Voucher. Liability is held and underwritten by the experience providers.

Force Majeure

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central Government or other competent authorities. This does not affect your statutory rights.

Offer for sale

Experience Voucher reserves the right to withdraw or suspend the offer of sale of any experience without notice.