Q: What does the experience pack look like?
A: The experience voucher and accompanying information are presented inside a silver wallet. Upon receiving the gift pack the recipient will also be presented with a username and password in their pack. When entered into the 'findoutmore' section of this web site this password will allow them to access the purchasers' message, upload a photograph of themselves doing the experience and send to their friends / blog about their day.
The accompanying documentation includes:
• Information about your experience and how to make your booking
• Feedback form, so you can tell us how you got on.
All gift packs are sent under plain cover. The pack is designed to fit through a standard letter box.
Q: How long will the pack take to be delivered?
A: If you order before 2pm, we will usually dispatch the vouchers on the same day for which we give a lead time of two days (but may take up to five working days, depending on the postal service). Orders placed after 2pm will usually be dispatched on the next working day. If you order before 2pm and request Special Delivery (for an extra charge), it will be guaranteed to arrive the following day before 1pm, and will need to be signed for.
Q: How long do I have to use the voucher?
A: The voucher is valid for 9 months and you must take your experience before it expires. (Please note that this is not applicable to Multi-Choice Vouchers: for these, you simply have to select your chosen experience within the nine months of voucher validity, you will then receive an experience-specific voucher with nine months validity).
Q: Can I exchange my voucher?
A: You can exchange your voucher for another experience, but only if you haven’t previously extended or exchanged it. We are also not able to exchange your voucher once you have made a booking with one of our suppliers or if your voucher has expired. Please note that vouchers may only be exchanged once.
Q: Can I extend my voucher?
A: Yes, you can extend the voucher for another nine months for an administration charge of £20.00. However, there are restrictions on Marriott vouchers which require a minimum of 10 working days validity left on the voucher to extend or exchange. Please note that Multi-Choice Vouchers cannot be extended and you will need to select your chosen experience before the Multi-choice Voucher expires. Promotional vouchers also cannot be extended.
Q: Can I have the voucher refunded?
A: A full voucher refund is available within 14 days of purchase for products purchased direct from Exhilaration. 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 fulfilment or express carriage charges.
Q: How do I book my experience?
A: We will provide you with the exact locations and contact information of our centres once you have purchased the experience voucher(s). For most of our experiences you will book directly with the centres.
Q: I need to send my voucher to you or to the centre where I have made my booking. Should I send it by Special Delivery?
A: Yes, we would always advise you to send all documentation to us or to the centres by special delivery as registered or recorded post will not be insured if lost.
Q: What if I’m not sure which experience to buy?
A: If you cannot decide which experience to buy, you can purchase one of our Multi-Choice Vouchers available in numerous different price categories, they give the person you’re buying for the opportunity to choose an experience from within that category.Multi-Choice Vouchers are dispatched in a smart silver gift pack along with an information sheet detailing all the experiences available. No prices are displayed on the voucher or in the information sheet so the recipient won’t know how much you’ve spent.
Q: How do I find out about your latest experiences?
A: The best way to find out about our new experiences is through our website, which is updated regularly to show our newest products and most accurate information. Alternatively you can contact our Customer Services team on 087 2030 3000 who will be happy to discuss our experiences with you
Q: Are there any restrictions on taking part in the experiences?
A: Some of our experiences (typically driving or flying experiences) have weight or height restrictions, which are usually dictated by the vehicle or aircraft in which the experience will take place. Others may have an age restriction for insurance or legal reasons. Some of our driving experiences may also require a full UK or EU driving license. The majority of our experiences require you to be in a reasonable state of health and fitness, some (such as Tandem Skydive, Parachute Jump and Scuba Diving) require more detailed medical information. If you are in any doubt about your ability to take part in any of our experiences, please contact the centre directly and check before making your booking. Alternatively, our Customer Services team will be happy to advise you on the suitability of experiences.
Q: How can I find out more about the experiences?
A: Contact our Customer Services team on 087 20 30 3000. They will be happy to advise you about availability, restrictions etc, or simply to provide more details about the experiences.
Q: What if I am not happy with my experience?
A: If for any reason you are unhappy with any aspect of your experience, you should bring it to the attention of the supplier on the day so that they have the opportunity to resolve it immediately. If you are still unhappy, however, please write to us explaining the circumstances, and we will undertake to investigate it further for you.