Terms and conditions
Customer service
The eXhilaration Customer Service Centre is available on 0870 77 000 66 to answer any questions you may have about any of the experiences you find on this site. Our team members have taken part in many of the experiences themselves and are therefore able to offer personal advice on many of the activities detailed. We are always pleased to hear your feedback and welcome any comments you may have. These comments help us to ensure the quality of our experiences remains at the highest level and help us develop new experiences throughout the year.
The experience
The contract for the experience is between you and eXhilaration. The actual fulfillment of the experience is normally by a third party operator on eXhilaration's behalf. The timing, descriptions and photographs of any experiences appearing on the site, information pack or otherwise communicated are intended only to present a general idea of the experience and shall not bind eXhilaration. We reserve the right to alter any part of the experience where such an alteration has been imposed by the operator. The experience is offered subject to availability and weather conditions, therefore eXhilaration cannot guarantee that the experience will not be withdrawn by the operator if the weather conditions on the day render the experience unsafe. The experience will then be rescheduled for another date. In the event of an experience being discontinued by the operator due to any reason, the customer or recipient will be offered an alternative location to undertake the experience. However if this is not suitable or available a refund will be provided subject to our terms and conditions below. Session lengths are meant as an approximation only. As eXhilaration features multi-location experiences, session lengths, styles and numbers may vary from location to location. A full itinerary of any experience is available from our Customer Service Team.
Restrictions
The experience is provided subject to any restrictions stated on the site or via other information provided e.g. the person undertaking the experience must have a valid driving licence. A failure to comply with such a restriction will prevent the customer or recipient from undertaking the activity and in such circumstances eXhilaration is under no duty to provide an alternative experience or a refund. Please note that the recipient must provide a proof of their age if requested to do so.
The voucher
The recipient will not be permitted to commence the experience unless in possession of a valid voucher. A voucher will be deemed invalid if out of date, somebody other than the person specified wishes to undertake the experience, or the experience specified does not correspond with the experience which the customer or recipient wishes to undertake. The voucher is valid until the date specified on it. If the customer or recipient is unable to utilise the voucher before the expiry date, then upon the original voucher being returned to eXhilaration prior to the date of expiry; the payment of an administration fee of 25% of the value of the voucher, subject to a minimum fee of £25.00, and the payment of any increase in the operators fees (if applicable) the company shall reissue a voucher for the same experience which shall be valid for a further 6 months and subject to refund and cancellation terms as stated below.
Exchanges
The customer or recipient may exchange the voucher for another experience on the site subject to the payment of any difference in price of the experience. The customer or recipient shall not be permitted to exchange the voucher if the experience has been booked with the operator. The customer or recipient will not be allowed to exchange the voucher or be entitled to a refund in the event of losing the voucher.
Medical conditions
Due to the nature of some experiences, participating in an experience may be dangerous to health. Accordingly the recipient must notify both a representative of eXhilaration before ordering the experience and a representative of the operator before commencing the experience of any medical condition likely to affect them.
Pricing
The price stated on the site is inclusive of VAT. eXhilaration reserves the right to change prices without notice subject to eXhilaration informing the customer of the new price at the time of ordering. The customer shall pay the price in full at the time of ordering and no voucher shall be issued unless the full price has been paid.
Refunds and cancellations
eXhilaration will refund any customer in full if the gift pack is returned to eXhilaration within 14 days of purchase. After this date and until one month before the voucher’s expiry date, eXhilaration will charge an administration fee of 25% (subject to a minimum charge of £25.00) of the voucher price, provided the voucher has not expired and the experience had not been booked with the operator. Vouchers cannot be refunded within one month of their expiry date. eXhilaration reserves the right to discontinue an experience or individual operator at its own discretion and should a suitable alternative be unavailable the customer shall be entitled to a full refund. Any refunds will be payable to the purchaser of the gift and in the event of a credit card payment, will be refunded directly to the credit card used to purchase the experience. The customer or the recipient shall not receive a refund if the experience does not take place because of national war, prohibitive government regulation or anything else beyond the reasonable control of eXhilaration or the operator. If a date has been booked for the experience, then charges may apply should you wish to cancel the experience. This charge will vary from supplier to supplier and occasionally may mean you lose your booking completely if the supplier cannot fill your place on the experience.
Customer complaints
If the customer or recipient has any complaint relating to the experience or the service provide by the operator they should be addressed to eXhilaration who will in turn address the complaint to the operator.
Free personal accident and cancellation insurance
Should the customer have to cancel an experience for any of the following reasons, they may claim against the automatic Cancellation Insurance to a maximum of £500; accidental bodily injury, death, illness, compulsory quarantine, redundancy, jury service, death of a close relative, or mechanical breakdown. In some cases, evidence of your claim may be required. Should the customer have to claim for personal injury, they may claim against the automatic Personal Accident Insurance in the case of death and permanent total disablement to a maximum of £50,000. Temporary total disablement is covered for up to £150 per week, payable for a maximum of 104 weeks from the date of the Accident, and excluding of the first 14 days each and every loss. A full list of terms and conditions relating to insurances are included in each gift pack and are also available through our Customer Services Team.
Exclusion of liability
eXhilaration does not act as an agent or employee for the operator. Whilst we make every effort to monitor the service provided by the operator it does not provide any warranty or guarantee as to the performance and safety standards of the operator with regard to the experience. Therefore any liability incurred by the customer or the recipient is the responsibility of the operator and not eXhilaration. eXhilaration shall not be liable for the death or personal injury of the customer, recipient or third party unless it is due to the negligence of eXhilaration. eXhilaration shall have no liability for damage to property, consequential losses or expenses suffered, which includes but is not limited to loss of anticipated earnings, profits, goodwill, reputation, business receipts or contracts, losses or expenses resulting from third party claims.
Statutory rights
Nothing in these terms and conditions will affect the Customers statutory rights. These terms and conditions are subject to the law of England and Wales. All disputes shall be subject to the exclusive jurisdiction of the courts.
eXhilaration Incentive Management Limited (part of lastminute.com plc), Vimy Court, Vimy Road, Leighton Buzzard LU7 1FG. Registration No 3464125.
