Terms and Conditions for Gift Experience Events
1. Prices
The prices of experiences purchased directly are displayed on our website and are correct to the best of our knowledge and maintained on a regular basis. In the event of a voucher being issued by a third party agency this may be purchased at a higher or lower price determined by the agency. On occasions prices may be on promotional rates, these are only available during the period of the promotion.
2. Availability
Spy Games Ltd issue vouchers which are valid for 12 months from the date of purchase (unless otherwise stated). Each recipient needs to book a date for the experience within the valid period. The experiences in respect of which vouchers may be redeemed are subject to availability. In order to avoid disappointment, we recommend that you book the experience in respect of which the voucher will be redeemed, well in advance and DO NOT organise travel or accommodation until the booking has been confirmed by Spy Games Ltd.
3. Booking
To make a booking please call one of our sales staff, who will send confirmation of your booking via email. At this point you are bound by these terms and conditions. Please do not arrive at our venue expecting to redeem your gift voucher without first booking your experience date and obtaining a booking confirmation email. Spy Games will not be held liable for your costs incurred if you do not follow the procedure set out in these terms and conditions.
4. Event Duration
Details of event duration given on the website and gift voucher are to be used as a guide only. Session lengths, agendas, vehicles used, numbers of participants and other factors may vary from time to time. Delays, curtailments and breakdowns, not within our control, 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 the activities. Please check with your insurer well in advance of your day. Spy Games Ltd will require participants to comply with specified safety procedures. Please listen and take note – it is for your own safety.
6. Validity
Each gift voucher is valid for a maximum of twelve months from the date of purchase 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 A voucher will be deemed to be invalid if it is out of date (the validity date is clearly stated on the voucher). Vouchers can only be extended if they are still inside their expiry date. If the customer or recipient is unable to utilise the voucher before the expiry date they must contact Spy Games Ltd who will issue a new 6 month voucher for a standard admin fee per participant. If the activity in respect of which the voucher is to be redeemed has increased in price, the customer may also need to pay the difference in price. Once a voucher has been extended it cannot be refunded and cannot be extended again.
7. Complaints
The easiest way to resolve any problems that you may experience is to speak to the Spy Games Event Manager 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 the name of the person you spoke to on the day) to: Customer Services, Spy Games Ltd, 10b Lower Courtyard, Hounslow Estate, Newton Longville, Milton Keynes, Bucks. MK17 0BU. Similarly, we would like to hear any positive feedback.
8. Cancellations/Amendments/Rescheduling
Once you book a specific date with Spy Games Ltd you are bound by these terms and conditions. If you cancel/amend/reschedule the following conditions apply.
Cancellation within 2 weeks of the date booked:-
- No refund (loss of experience)
Cancellation/rescheduling over 2 weeks from the date booked:-
- Rebooking allowed (within voucher validity period)
- Standard Admin Fee charged (£25)
Name change:-
- Nil charge
Once a date is agreed it is not possible to change this date unless Spy Games Ltd agrees. Where a date cannot be altered it will not be possible to issue a refund. In the unlikely event that Spy Games Ltd needs to cancel the experience after you have booked a date, we will contact you.
9. Liability
Spy Games Ltd is insured for public liability in respect of itself, its servants and agents to an indemnity limit of £5,000,000. Please note that Personal Accident Insurance is not included. Photos may be taken of you on your experience by our company photographer, which we may use for marketing purposes.
10. Spectators
Spy Games Ltd will allow you to bring spectators to watch you participate in your selected experience. When redeeming your voucher and booking your date please inform Spy Games Ltd that you wish to bring other people. Spectators are required to comply with these terms, conditions and expectations of conduct. Any spectators deemed under the influence of drugs or alcohol will not be permitted on site.
11. Refunds
You have the right to return any goods or vouchers within 7 days of purchase for a full refund. All refunds made after 7 days and within 28 days of receipt will incur a standard admin fee per participant. Once you or your recipient has booked an experience you are bound by our 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. To request a refund you MUST return your voucher by recorded delivery to Spy Games Ltd, 10b Lower Courtyard, Hounslow Estate, Newton Longville, Milton Keynes, Bucks. MK17 0BU, along with a covering letter detailing the reason for your refund request.
12. Vouchers
All vouchers will be dispatched by First Class post (or e-mail voucher). You may request Courier delivery for delivery to the UK only for an additional charge. We cannot be held liable for any loss suffered as a result of mail being delayed. Spy Games may issue replacement vouchers upon the payment of a standard admin fee per participant. The gift voucher is invalid if it has been tampered with or defaced. Spy Games Ltd accepts no responsibility for lost or stolen gift vouchers. Please keep the vouchers in a safe place and protect them as you would money.
13. Competition Prizes, Promotional and Personalised Products
These items cannot be exchanged, extended or refunded.
14. Data Protection
Your privacy is our highest priority – We will never disclose your personal details to a third party under any circumstances
15. Law and Jurisdiction
These terms and conditions and all matters arising out of these shall be construed and governed according to English law and shall be subject to the exclusive jurisdiction of the Courts of England and Wales.