Terms and Conditions
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Availability of course
Participants must follow the detailed booking and Redemption instructions issued by Virgin Experience Days with each voucher. Advanced booking is required. While some experience suppliers may be able to fit in a booking at short notice, they will usually require at least 3 weeks notice – more at peak times. For white-water rafting and all motor sports, advance booking of several weeks is usually required (particularly during the summer peak period and weekends), although some suppliers may occasionally be able to fit in a booking at short notice. Restrictions: Details of the general restrictions applied to each experience are shown on the appropriate page under ’Need to know’. Please read these carefully and if you are in any doubt as to the suitability of a participant please telephone our Experience Helpline for more details. We will be happy to advise on the suitability of the experience and/or locations, including disabled access. Locations, experiences and prices: All locations, experiences and prices are correct at the time of going to press but may change or be withdrawn for reasons beyond our control.
VAT
Prices include VAT at rates applicable on the day of purchase. Experience descriptions: The stated duration of the experience is a guide only and may differ slightly from supplier to supplier. Exact timings can depend on the weather, time of the year and supplier’s capacity. Where the experience is taken as part of a group there may be some waiting time involved. All photographs and descriptions used in our promotional material are only intended to give a general idea of each experience.
Vouchers
Virgin Experience Days will not be liable in the event of voucher(s) being lost, damaged or stolen. Vouchers are invalid if altered or tampered with. Vouchers purchased direct from Virgin Experience Days are valid for 6 months from the date of issue. Original vouchers must be returned before any exchanges or refunds can be made.
Exchanges
A voucher can be exchanged once only before the expiry date, for a different experience, on payment of any higher cost difference. For lower cost experiences the balance will be held to your account for one year. An exchanged voucher cannot be refunded.
Problem-free refunds
A full voucher refund is available within 14 days of receipt of pack for products purchased direct from Virgin Experience Days. After 14 days, but before the voucher expiry date, refunds are subject to a £15 administration fee. Refunds can only be made to the person who purchased the voucher and if the payment was originally made by credit/debit card the refund must be made to the same card. Refunds cannot be given once a booking has been made, nor on expired or extended vouchers, nor on express carriage charges. Any items purchased through a retailer will be subject to that retailer’s own refund policy and enquiries must be made direct to them: we cannot refund items purchased from a retailer.
Sterling Gift Vouchers and Options Vouchers
These are non-refundable but any Sterling Gift Voucher balance over £5 left after redemption will be reissued as another Sterling Gift Voucher.
Suppliers
Virgin Experience Days acts as agent for our experience suppliers and accept no liability whatsoever arising out of experiences supplied by them. We have agreements with our suppliers regarding their standard of performance and, where appropriate, suppliers are registered with their relevant controlling or regulatory bodies. We have not however undertaken a detailed examination of all their equipment, facilities or systems. Once a booking has been made with an experience supplier the participant is bound by the terms and conditions of that supplier.
Spectators
Spectators are usually welcome but occasionally a centre may make a small charge to cover insurance and/or refreshments. Some venues may have restrictions on spectators due to safety regulations. Participants are advised to check with the centre when booking.
Cancellation by suppliers
If an experience is cancelled by the supplier either before or on the day because of circumstances beyond their control, the supplier will arrange to re-book the participant at a mutually agreed time.
Cancellation by participants
If a participant books an experience and subsequently cancels it, they may be liable for cancellation charges and/or lose the booking altogether. However our Cancellation Indemnity cover, which is applicable to all vouchers except those for travel/holidays, food/drink or other tangible products, provides a replacement voucher in the event of cancellation by the participant owing to circumstances beyond their control, arising between the time of booking and the date of the experience. Before confirming a booking participants should refer to the Cancellation Indemnity terms enclosed with their voucher for full details of the circumstances in which this indemnity is applicable.
Personal Accident insurance
PA Insurance to the value of £50,000 is included at no extra charge with every voucher purchased direct from Virgin Experience Days (except for travel/holidays, food/drink and other tangible products). For under 16’s,Temporary Total Disablement is not covered and death benefit is restricted to £3,500. All participants are covered under the same policy for personal liability to a limit of £1M.
Liability cover
All UK and Eire Experience Days suppliers contract with us to indemnify participating voucher holders against damage to equipment they use, and against liabilities to third parties, subject to limits and compliance with their rules, terms and conditions, which may vary between suppliers. We also hold cover for contingent liabilities arising at these suppliers’ venues, to a limit of £5M. Where experiences require overseas travel, the participant must take out additional specialist travel insurance.
Problems on the day
If a participant has a problem during their experience, they should bring it to the attention of the supplier on the day, so that the supplier has the opportunity to resolve it immediately. If resolution on the day has been attempted but has not been achieved, please inform us in writing with full details of the date, time, location, and participant’s name and voucher number and we will be happy to take up the matter with the supplier.
The details listed above are the terms and conditions applied to Virgin Experience Days vouchers. Your statutory rights are not affected. ‘Virgin Experience Days’ means Acorne Ltd. Trading as Virgin Experience Days. Virgin and the Virgin Signature logo are registered trademarks of Virgin Enterprises Ltd. and are used under licence. ©Acorne Ltd 2006
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