Terms and Conditions
We pride ourselves on providing the highest possible levels of customer service.
Consequently problems are rare but we ask you to read this page carefully before
purchasing an activity pack. ExperienceMad.co.uk act as disclosed agents. These
terms and conditions form the basis of the contract between the voucher supplier
(referred to as 'we' or 'us' below) and you, the purchaser.
The supplier of this experience is an agent for selected operators, whose products and services are represented within this web site. Whilst we make every effort to ensure the descriptions and pictures contained within this web site are a true reflection of the events or products, they do not form part of a contract. If on contacting the operator you feel that the activity taking place no longer accurately represents the activity purchased we will exchange the voucher or refund the purchase price. Once a specific date has been booked, you will automatically become bound by the terms and conditions that individual supplier may have. This does not affect your statutory rights.
1. Prices
Prices displayed are correct to the best of our knowledge and maintained
on a daily basis. In the event of an order being placed against an accidental
incorrect price, we will endeavor to inform the purchaser of the error within
seven days of a booking being made, we will allow the purchaser to either cancel
the booking or choose to pay the additional difference in price.
2. Availability
We sell open dated vouchers and your recipient is free to book their
preferred date. Our experiences are subject to availability and run on selected
dates throughout the year, in some cases they are also subject to weather conditions
on the day. In order to avoid disappointment, we recommend that our customers
book well in advance and DO NOT organise travel or accommodation until the booking
has been confirmed by the operator.
3. Booking
Please do not arrive at a venue expecting to redeem your gift voucher
without first obtaining a booking confirmation letter or number from the operator.
We will not be held liable for your costs incurred if you do not follow the
procedure set out in your information pack.
4. Event Duration
Details of event duration given on this web site are to be used as a
guide only. Most events will be ‘open’ days, meaning that other
members of the public will be taking part too. This could mean taking your turn
with other members of the public. The information on our web site is meant as
an indication of what to expect at your session. As we feature multi-location
experiences, session lengths, agendas, vehicles used and numbers of participants
may vary from location to location. Delays, curtailments and breakdowns are
not within our control and therefore we cannot be held liable.
5. Safety
The undertaking of these activities may involve some personal risk. With some
events you may be required to sign a disclaimer on the day, please read these
documents carefully. Some personal insurance policies may not cover some of
our experiences. Please check with the supplier well in advance of your day.
The supplier can arrange personal accident insurance on your behalf for an additional
cost if requested. Note that operators usually require compliance to a certain
type of conduct from participants. Please listen and take note if they request
you to do something – it is usually for your own safety.
6. Validity
Each gift voucher is valid for a minimum of ten months unless otherwise stated.
A voucher will be deemed to be invalid if it is out of date (the validity date
is clearly stated on the gift voucher). If the customer or recipient is unable
to utilise the voucher before the expiry date, then upon the customer contacting
us prior to the expiry date on the voucher and paying an administration fee
of £20 (if the activity has increased in price they will also need to
pay the difference in price) the company shall issue a voucher extension cover
letter granting an additional 10 months validity. Vouchers can only be extended
if they are still inside their expiry date.
7. Restrictions
Many of the gift vouchers offered have some type of restriction applied to them;
these restrictions are not decided by us but by the individual operator. These
restrictions could include age, health, physical and size restrictions. Please
read all the information provided for each experience, it is your responsibility
to ensure that you purchase a gift voucher appropriate for the intended recipient.
We are not responsible for any unsuitable vouchers being purchased and these
restrictions being breached. If you are unsure of the suitability of a particular
event please email us with your query and we will advise you accordingly.
8. Complaints
The easiest way to resolve any problems that you may experience is to speak
to the operator on the day. They will ensure that any issues are rectified.
If you are still not satisfied please send in details of your complaint (including
your voucher reference number and who you spoke to on the day) to: Customer
Services, Experience More, Top Floor, Ross House, 1 Shirley Road, Enfield, Middlesex,
EN2 6SB. Please remember that the operator will have the opportunity to respond
as well. Similarly, we would like to hear any positive feedback.
9. Cancellations
Once you book a specific date with an operator you are bound by their terms
and conditions regarding cancellations. In the event that one of our operators
needs to cancel the experience after you have booked a date, they should contact
you. We strongly recommend however, that you contact the operator on the day
before you depart for your experience. In the event of cancellation we will
not be held liable for the cost of lost insurance premiums, travel expenses
or pre-booked accommodation costs.
10. Operators & Liability
Although we have sought to select highly experienced operators of ‘once
in a lifetime’ experiences, we shall not be responsible for the safety
standards or the quality or delivery of the experience, or any loss or damage
suffered by you whilst participating in the experience for which the Operator
shall be solely responsible.
By purchasing or redeeming an experience voucher, you acknowledge that the experiences
are dependent on certain factors beyond the control of us and agree that neither
we nor any associated operator shall be liable for the cancellation or postponement
of any experience for reasons beyond its reasonable control including for weather-related
reasons, mechanical failure or otherwise.
We do not undertake any technical examination of equipment, facilities or services
in order to minimise personal risk. If it occurs that mechanical machinery breaks
down you should expect reasonable substitutions without notice.
The total liability for any claim whatsoever in connection with the experience
voucher or any experience shall be limited to the price paid for the experience
voucher.
We have tried to ensure that the descriptions and images used on all marketing
material are accurate. However, images are intended to give a general idea of
the experience described and do not form any contract between the purchaser
and / or recipient and us.
11. Spectators
Most operators will allow you to bring spectators to watch you participate
in your selected experience. When booking your date please inform the staff
that you wish to bring other people. Some operators may request a nominal payment
for spectators. Spectators are required to comply with the operator’s
terms, conditions and expectations of conduct. Any spectators deemed under the
influence or drugs or alcohol will not be permitted on site.
12. Exchanges
Vouchers can be exchanged free of charge subject to written confirmation
by letter within 28 days of purchase. Exchanges after 28 days will incur a £20
administration charge. Experience vouchers can only be exchanged for alternative
experience vouchers. If the substituted experience costs more than the original
gift voucher you must pay the difference, including the administration charge.
If the exchanged gift voucher is lower in price we will hold the price difference
on account, less the administration charge, until your next purchase. Exchanged
vouchers then become non returnable and non refundable.
To exchange your voucher you must send it recorded delivery with a cover letter
detailing the reason for exchange and any additional payment (if applicable)
to: Customer Services, Experience More, Top Floor, Ross House, 1 Shirley Road,
Enfield, Middlesex, EN2 6SB. We cannot dispatch exchanged vouchers until the
original voucher and full payment (if applicable) has been received by Experience
More customer services.
13. Refunds
You have the right to return any vouchers within 30 days of purchase
and a refund will be paid. Once you or your recipient has booked an experience
with an operator you are bound by their Terms and Conditions (please make yourself
aware of these at the time of booking). All refunds will be made to the person
who purchased the voucher and the monies will be refunded directly to the credit
card used to make the purchase. All refunds are processed at month end. To request
a refund you MUST return your voucher / gift via recorded delivery to Experience
More, Customer Services, Ross House, 1 Shirley Road, Enfield, Middlesex, EN2
6SB, along with a covering letter detailing the reason for your refund request.
14. Gift Pack
All vouchers purchased will be dispatched by First Class Royal Mail (you
may request special delivery for an additional charge), we cannot be held liable
for any loss suffered as a result of mail being delayed. The gift voucher is
invalid if it has been tampered with or defaced. We accept no responsibility
for lost or stolen gift vouchers. Please keep the vouchers in a safe place and
protect them as you would money.
Experience More, Top Floor, Ross House, 1 Shirley Road, Enfield,
Middlesex, EN2 6SB