1. General:
Extremewest offer two types of voucher: experience vouchers which can be redeemed for a specific experience and monetary gift vouchers which can be put towards the purchase of any experience on our website. Vouchers are generated when a payment is made either online or by telephoning our customer services. Experience vouchers entitle the bearer to the experience as described on the voucher providing the voucher is within its expiry date. The voucher has a unique reference number which must be quoted when booking either through Extremewest or directly with the supplier. Monetary gift vouchers may be used as full or part payment of any experience, event or product on the Extremewest website. It is important that vouchers are kept safe and secure as possession of a valid voucher is evidence of payment and may be used by the bearer. Extremewest take no responsibility for any loss you may incur for vouchers which are fraudulently redeemed or used as a result of theft, impersonation or identity fraud.
2. Refunds:
Extremewest operate a fourteen day money back guarantee policy on all experience and monetary gift vouchers. This fourteen day period will commence from the purchase date of the voucher. To qualify for this refund the experience to which the voucher is associated must not have been booked in with any supplier nor redeemed with any supplier either directly or through Extremewest. Monetary gift vouchers must not have been spent in full or part spent to purchase or part purchase any experience voucher. Refund amounts will be limited to the value of the experience or the monetary gift voucher value at the time of sale. Please note we are unable to refund the cost of any gift boxes ordered as these are prepared at the time of purchase and we incur costs which are unable to be recovered. Extremewest always record proof of postage which will be made available upon request. Refunds will only be made to the original buyer of the voucher and refunded either to the card they used or their PayPal account, whichever was the original method of payment. In some cases a cheque may be issued instead. If an experience voucher has been booked in with a supplier within the fourteen day period mentioned above then the refund guarantee does not apply, however, Extremewest will make every effort to give a refund if requested although please note that suppliers terms & conditions will apply and a cancellation fee may be charged by them. This cancellation fee will be deducted from the sale cost of the voucher and the balance, if any, will form the amount to be refunded. We regret we are unable to make refunds after the fourteen day qualifying period. Please note our fourteen day money back guarantee is only applicable for vouchers purchased through the extremewest.co.uk website. Vouchers purchased through 3rd party discount agencies or referral websites such as Zagzig, Wowcher, Groupon etc. will not be refunded under any circumstances. Regrettably we are unable to offer refunds for any experiences that have been booked with and confirmed by a supplier for a specific date where that date is less than 14 days from the date of purchase.
3. Customer Cancellations:
When you make a booking with a supplier, either directly or through Extremewest, you enter into a legally binding contract with the supplier and their terms & conditions become applicable. Extremewest suppliers each have their own terms so it is very important that you are aware of the supplier’s cancellation terms before you book, in particular their terms regarding cancellation as a result of injury, illness, death of participant or close family member, HM Forces duties and witness attendance in court summons. Suppliers will forward these to you upon request. Extremewest accept no liability for any charges or losses incurred either directly or consequentially as a result of cancellation by participants and you may wish to consider taking out insurance to protect yourself against such eventualities. Most suppliers will be happy to amend or postpone booking dates provided plenty of notice is given; the minimum notice will be stated in their terms. Please note however that this is not always the case so please choose your experience carefully if you suspect you may need to cancel, particularly at short notice.
4. Variations & Cancellations by Extremewest or its Suppliers:
Extremewest act as a booking agent for experiences supplied by many independent suppliers. As part of Extremewest´s quality management procedures, the performance of suppliers is regularly assessed. Extremewest may need to change suppliers to ensure a very high standard of experience with consequential variations in locations and the details of equipment, schedules, specific details of activities, timings and facilities may be subject to change in the interests of the customer. If specific equipment or personalities are material to the experience event then we will notify you of any changes prior to the experience event. In the event of participant safety being compromised due to inclement weather then certain features of an activity may be subject to change or variation as deemed appropriate by the supplier. If cancellation or changes are beyond the control of Extremewest our liability shall be limited to providing an identical experience at a later date at the same or at a different location. Where there are substantial changes we shall inform customers at the time of booking or by communicating with them prior to the experience event at the earliest convenience. Please provide a contact telephone number for Extremewest to be able to contact you in the event of cancellation of the experience event. We ask you to provide a mobile number if you have one to enable us to contact you in the unlikely event of problems as late as the day of your travel to the event. Many outdoor experiences are weather dependent and although every effort will be made by both Extremewest and the supplier to provide as much notice as possible, last minute cancellations or changes as a result of unfavourable weather may be necessary.
5. Validity of Vouchers:
All Extremewest vouchers are valid for nine months from the date of purchase and the expiry date will be clearly printed on the voucher. Monetary gift vouchers must be completely used up before the expiry date or they will cease to be valid and any remaining credit will be lost. With experience vouchers you are strongly advised to give a minimum of twenty-eight days’ notice to the supplier when booking your experience. Vouchers must be redeemed and the experience participated in before the expiry date or the voucher will cease to be valid. Please note that some experiences are only available during certain times of the year, some experiences only operate on certain dates, some experiences are only valid for a specific date and time, and some experiences are only valid up to the 31st December of the year the voucher was purchased. Where this is the case then the operating dates and other limitations will be clearly stated on the experience description of the main product listing on our website and also when the Redeem A Voucher link is clicked. It is important to understand that not all experiences will run or operate for the full nine months validity and we politely and respectfully remind you that it is the voucher bearers responsibility to ensure that they familiarise them selves with the validity date of their voucher and also it is their responsibility to familiarise themselves with any restrictions, limitations or specific operating dates that their chosen experience takes place, and to ensure they redeem and participate while the voucher is still valid or is within the stated limitations. If you are not sure then please contact our customer services on 0845 9000 316. If it is not possible to participate in the experience before the voucher expires due to supplier availability, but only where there are no specific operating dates or limitations stated on the experience description of our website and where there are at least twenty-eight days remaining on the validity of your voucher, then the next available date as provided by the supplier may be taken. In all other cases Extremewest reserve the right to impose a surcharge on experiences taken beyond the expiry date where the booking was made with Extremewest or directly with the supplier before the expiry date of the voucher. The surcharge will be limited to any increases the supplier will charge Extremewest. Please note Extremewest and our suppliers will not accept bookings using expired vouchers.
6. Voucher Extensions:
You can purchase an extension for your voucher provided the voucher is still valid at the time you purchase the extension. This extension is valid for three calendar months and will commence the day after the original voucher expiry date. Please note that you will still need to purchase an extension if the purpose of the extension is due to medical reasons (see medical insurance below). The administration fee of the extension will be £25 OR one third of the current price you would pay if you were purchasing a new voucher - whichever is the greater (eg. if your current voucher value is £60 you would pay £25. If your current voucher value was £120 you would pay £40). Please note this administration fee is applicable to specific experience vouchers and monetary value gift vouchers. If a supplier increases the cost of an experience at any time during the three month extension period then Extremewest reserve the right to charge the customer the increased amount prior to participation. This extra charge will be in addition to the £25 OR one third extension fee, whichever is applicable. Please note that some experiences only operate at certain times of the year or on certain dates and these are clearly displayed on the experience description on our website. If you would like details of specific operating dates or would like to purchase an extension then please telephone our customer services on 0845 9000 316. Your extension will be confirmed by email. All bookings for experiences that are to be made within the three month extension period must be made via Extremewest and not directly with the supplier. We regret that we are unable to extend vouchers which are no longer valid regardless of the reason for the voucher becoming invalid including any medical reason (see medical insurance below) so if you think the 9 months normal validity of the voucher will not be enough, please ensure you extend in good time.
7. Voucher Exchanges:
If recipients of Extremewest experience vouchers feel that the experience they have been given is not the right thing for them then, provided the experience has not been booked in with a supplier and providing the voucher is still valid, they can exchange their voucher for an alternative experience. The exchange fee is £10 and can be made by telephoning 0845 9000 316. If the exchange is for a more expensive experience then you simply pay the balance between the original purchase cost and the current cost of the new experience together with the exchange fee. Please note we are unable to refund any balance if you exchange for a less expensive experience. New vouchers issued as an exchange for unwanted vouchers will only be valid until the expiry date of the original voucher. If a voucher has been booked in with a supplier but you no longer want it, Extremewest will do everything we can to arrange an exchange, however, this may not always be possible and some suppliers may charge cancellation fees as stipulated by their terms & conditions which you agree to when making the booking.
8. Customer Bookings & Availability:
Extremewest do not make bookings or reservations on behalf of voucher holders and it is the responsibility of the voucher holder to contact the supplier directly and at the earliest opportunity after receiving a voucher to make the booking by following the instructions printed on the voucher. Please note that being in receipt of an Extremewest voucher does not constitute a confirmed booking with a supplier and voucher holders must still make their booking directly with the supplier by following instructions printed on the voucher. All bookings are subject to availability from Extremewest suppliers. If you require a specific date for your experience before purchasing your voucher Extremewest will check availability of the requested date with the supplier and inform you but you are advised that this is for information purposes only and Extremewest accept no liability for any loss regarding this information. If, when booking your experience with the supplier, you find that the date you requested before purchasing your voucher is not available you are welcome to exchange your voucher free of charge or request a full refund if the request is within 14 days of the voucher purchase date. In all other cases voucher holders are requested to provide as much notice as possible when booking their experience with a supplier. A minimum of twenty-eight days in advance is strongly advised to avoid disappointment. Many peak dates, particularly at weekends and bank holidays are very popular and may not be available unless substantial period of notice is given. You are required to check that the experience is to be provided on the day stated by re-confirming your booking directly with the venue at least twenty-four hours prior to your departure. Where specific elements of the experience such as vehicles or celebrities are not available due to mechanical breakdown or illness, we reserve the right to make reasonable substitutions on the day. If this is not possible we reserve the right to cancel the experience at short notice. Please do not make any travel or accommodation arrangements until your booking has been confirmed in writing by the supplier, however please note that some experiences, particularly those which are very weather dependent, will require you to contact the supplier on the morning of the actual experience to see if it is able to go ahead. Extremewest regret that we are unable to reimburse you for any travel, accommodation or other associated expenses you might incur if an experience is cancelled or postponed for reasons beyond our control.
9. Descriptions & Images:
The description and information about experiences, events and products that appears on printed Extremewest literature is correct at time of print. On our website we make every effort to ensure the information is current, however venues and suppliers may make small changes to how they run their activities from time to time in the interests of safety, current legislation or operational best practice, and it is reasonable to accept that these changes may take a while for Extremewest to become aware of and update our website accordingly. Some experiences may be available at a choice of venues and suppliers at different venues may run their version of the activity different to others. If it is essential that the description of an experience, either on our website or on printed literature, represents exactly what you can expect on the day, then it is very important that you first contact our customer services on 0845 9000 316 before making your purchase. Participation of any Extremewest experience is conditional on the acceptance that if current and exact descriptions of the experience at a particular venue are required then they can be requested in writing from Extremewest otherwise the participants accept that the experience they enjoy may not be exactly as described on the website. Photographs and images we use on vouchers, printed literature and on our website to illustrate experiences, especially those which can be enjoyed at more than one location, are meant only as an indication of the experience and we cannot make any guarantees that your experience will be identical or use identical equipment, vehicles, animals, craft or settings to the images displayed.
10. Prices & Payment:
All prices quoted are inclusive of VAT where applicable and are subject to change without prior notice. Please note Extremewest do not act as commission paid agents for suppliers and therefore the prices we charge maybe more than if you order directly with the supplier. Extremewest accept all major credit and debit cards, cheques and payments through PayPal. Extremewest cannot be held responsible for the non-delivery of vouchers by email or by post as a result of failure of cleared payment by credit or debit card or cheque or where a cheque has not been received by us.
11. Suppliers Terms of Business:
Extremewest contracts with many different independent suppliers and the terms and conditions of such independent businesses apply to Extremewest customers. These terms and conditions are available upon request but any substantial differences between the suppliers and Extremewest´s terms and conditions are detailed on the experience description of our website either by way of a ‘special terms & conditions’ link or under the title: Is this experience suitable for me? By purchasing an Extremewest experience voucher you are agreeing to accept the terms & conditions of the supplier.
12. Delivery:
All buyers of Extremewest vouchers receive an automatic email, sent to their chosen email address, with a printable PDF version of the voucher attached which can be printed and then inserted in your own gift card or forwarded on to the recipient by email. Depending on the speed of your server this email usually takes just a few minutes to arrive. If it does not arrive within 30 minutes please check your spam / junk folder before contacting us. If a gift box is ordered and paid for it will be dispatched the next working day by Royal Mail to any UK address and should arrive within 3-5 working days from receipt of payment. Please note these times may increase significantly during busy periods such as Christmas. If a faster delivery is required or for postal delivery overseas please telephone customer services on: 0845 9000 316. Gift boxes can be sent to you or directly to the recipient. All gift boxes are sent in unmarked packaging.
13. Security:
Extremewest cannot be held liable for any missing or lost vouchers and all vouchers must be produced to the supplier before the start of the experience. Extremewest reserves the right to ask for any evidence it may reasonably require to authenticate the identity of the customer or participant.
14. Safety:
Our suppliers are carefully chosen for their high standards of safety however Extremewest is unable to inspect, supervise or provide any guarantee of the suppliers safety or performance standards. Participants must make their own judgments and opinions as to suppliers safety procedures before participating. Many experiences are dangerous and necessarily involve some personal risk. Some suppliers will require participants to sign disclaimers and may retain the right to assess the competency of participants. Their judgement shall be final as to whether participants are competent and safe to participate in Experiences. Extremewest’ liability for any claim of breach of obligation regarding any single voucher or gift shall not exceed the value of that voucher or gift at the time of purchase. This excludes claims arising from personal injury or death due to the negligence of Extremewest or anyone for whom Extremewest is responsible.
15. Inclusivity:
Extremewest welcome the participation of disabled people on our experiences and are fully committed to ensuring that everybody is given the opportunity to enjoy what we offer. There may be experiences which present difficulties for people with certain disabilities and therefore we kindly ask that you let us know if you have any concerns before you purchase the experience so that we can verify the disabled facilities at specific venues to ensure participants particular needs can be met.
16. Restrictions:
Due to the nature of some experiences you may be subject to certain minimum and maximum requirements in order to participate. These restrictions are set in place for either safety or legal reasons and are stipulated by our suppliers. In no way are these restrictions meant to discriminate. Requirements are typically age, height, weight and or health but some experiences may have more specific requirements such as some pre-knowledge or skill set. Where these requirements must be strictly adhered to by our suppliers then full details will be given on the experience description of our website. Please note that in the event a participant attends an experience where they do not meet the requirements as stated above and where, consequentially, they are refused participation of the experience by the supplier then Extremewest will not be liable for any losses or expenses incurred and, further, the participant may be charged a cancellation fee. If you are in any doubt about the restrictions of an experience then please contact the supplier or Extremewest before travelling.
17. Experience Locations:
Extremewest have a large network of suppliers throughout the South West who provide the experiences you see on our website. Many of the experiences are for specific suppliers at specific locations but sometimes you can choose which venue you would like to participate in. It sometimes happens that, for reasons beyond our control, we need to withdraw or change a supplier or venue without prior notice which we reserve the right to do and when that happens we will provide an alternative for you but this may mean that a different location and or supplier will be used. Suppliers have their own specific terms & conditions which are available upon request and it is conditional of participation that you accept these terms.
18. Times & Durations´:
When you book an experience with a supplier you may have to agree on a certain start time and some experiences require that you arrive earlier than your start time to complete registration and or receive compulsory safety briefs. It is your responsibility to ensure that you arrive at the venue at or before the agreed time. Neither Extremewest nor their suppliers are liable for any losses or expenses you might incur as a result of the supplier running late and you should always allow adequate time for delays. Some suppliers reserve the right to refuse participation, in accordance with their terms and conditions (available upon request) which you must agree to as a condition of booking, if participants are late and miss important registration or safety briefs. They may try and re-schedule your booking to a later time or another date but please note you may be liable to a cancellation fee. Stated durations´ of experiences are provided as a guide only. Suppliers may often entertain customers at the experience venue for longer than the time taken to actually carry out the experience and, conversely, the times stated may include some time waiting your turn with other customers and be longer than the time spent actually carrying out the experience. The total time at the venue is to be considered an integral part of enjoying an experience.
19. Weather:
Many Extremewest experiences are conducted outdoors and, as such, are vulnerable to the ever changing British weather. Each experience description on the website will advise you on what, if any, weather concerns you should consider and whether or not you should contact the supplier prior to travelling to the venue. In the event of postponement or cancellation due to the weather you will be offered an alternative date but please be aware that the new date will also be subject to suitable weather conditions.
20. Problems & Complaints:
Any problems or complaints must be made direct to the supplier on the day of the experience in order that the issue may be promptly addressed and the supplier be given reasonable opportunity to rectify the problem or complaint. In the event you are still not satisfied then please write, email or telephone us (contact information can be found on our CONTACT US page. Telephone 01823 52368). Extremewest will thoroughly investigate all problems or complaints on behalf of the customer but if the supplier has not been informed on the day of the event and we only receive a written complaint after the event we cannot act with sufficient authority and no guarantee to resolve the problem or complaint to the satisfaction of the customer can be given. In any event, the liability of Extremewest shall be limited to the amount of the sale price of the experience.
21. Medical Insurance:
If you are concerned you may not be able to enjoy your experience due to unforeseen medical reasons you may wish to seek a medical insurance policy to cover such an eventuality. Extremewest are unable to offer any refunds on medical grounds. Extremewest do not favour any particular insurance company over another and taking out any medical insurance is at the discretion of and is the responsibility of the voucher holder.
22. Other Terms:
These terms and conditions are not intended to be exhaustive. If you have any specific requirements or are not sure about any restrictions applying to experiences please call our customer services on 0845 9000 316 and we will be pleased to confirm the precise terms and conditions applying to experiences in specific locations with specific suppliers. The term ´Customer´ above shall apply to both the purchaser and the participant of the experience. The term ´experience´ shall apply to all products offered for sale by Extremewest. These Terms and Conditions may be varied and superseded by the issue of new terms and conditions with voucher packs or booking confirmations and do not affect your statutory rights. They are governed by and in accordance with English law. The purchaser and Extremewest agree that any problems fall under the jurisdiction of the English courts .
23. Governing law & jurisdiction
This legal notice shall be governed by and construed in accordance with English law. Disputes arising in connection with this legal notice shall be subject to the exclusive jurisdiction of the English courts. This Website is based in England and is intended for users in the UK. We make no representations that the materials and Website are suitable for users outside England and Wales, and if you choose to access the Website from outside of England or Wales you are solely responsible for ensuring compliance with all relevant local laws, and you hereby indemnify us from any liability arising in connection with your use and access to the Website.
24. Data Protection:
Extremewest complies with the Data Protection Act 1998 ensuring that personal information we gather from you is processed fairly, lawfully and for limited purposes; is relevant, accurate and non-excessive; is only kept as long as necessary; is non-invasive of your rights; is kept securely. We do not divulge in any way personal information we gather from you other than to make bookings on your behalf with our suppliers. You can view our privacy policy here.
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Extreme West Ltd trading as extremewest.co.uk. Incorporated in England & Wales. Company number: 8926671. Registered address: Queens House, New St, Honiton, Devon, EX14 1BJ
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