These terms and conditions apply to gift experiences sold on the Firebox website, in addition to our standard Terms and Conditions.
Further terms, conditions and restrictions may apply on a product-by-product basis and you will be notified of these both on the product information page prior to ordering, and again delivered with the gift voucher for the experience selected.
Gift Experiences available from the Firebox.com website are provided by Experience More ("EM"), an agent for selected suppliers and whose products and services are represented and re-sold by Firebox.com Ltd ("Firebox").
Whilst every effort is made to ensure the descriptions and pictures contained on the website and gift vouchers are a true reflection of the events or products, these do not form part of a contract. This does not affect your statutory rights.
In the unlikely event that when contacting the operator to book a specific date the activity as booked does not reasonably resemble the activity purchased, Firebox will exchange the voucher or refund the purchase price. Once a specific date has been booked, you will automatically become bound by the terms and conditions that individual operator may have. This does not affect your statutory rights.
Prices displayed on our website are correct to the best of our knowledge and maintained on a daily basis. In the event of an order being placed against an accidental incorrect price, we will endeavour to inform the Purchaser of the error within seven days of the purchase being made and we will allow the purchaser to either cancel the booking or choose to pay the additional difference in price.
Gift Experiences are sold as open dated vouchers and the recipient is free to book their preferred date. Experiences are subject to availability and in some cases, subject to weather conditions on the day. In order to avoid disappointment, Firebox/EM recommend that you book your experience well in advance and do not organise travel or accommodation until the booking has been confirmed by the operator.
You should not arrive at a venue expecting to redeem their gift voucher without first obtaining a booking confirmation letter or number from the operator. Firebox/EM will not be held liable for your costs incurred if you do not follow the procedure set out in these Terms and Conditions and in the voucher pack provided to you.
- Event Duration
Details of event duration given on the website and gift voucher are to be used as a guide only. Most events will be 'open' days, meaning that other members of the public will be taking part too. This could mean the Purchaser taking their turn with other members of the public. As EM features multi-location experiences, session lengths, agendas, vehicles used and numbers of participants may vary from location to location. Delays, curtailments and breakdowns are not within Firebox/EM's control and Firebox/EM therefore cannot be held liable.
The undertaking of these activities may involve some personal risk. With some events the Purchaser may be required to sign a disclaimer on the day. Some personal insurance policies may not cover some of the experiences. The Purchaser should check with the operator well in advance of your day. Note that operators usually require compliance to a certain type of conduct from participants. Please listen and take note if they request you to do something it is usually for your own safety.
Each gift voucher is valid for a minimum of ten months 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 gift voucher). If the Purchaser or Recipient is unable to utilise the voucher before the expiry date, then upon the Purchaser contacting EM prior to the expiry date on the voucher and paying an administration fee of £20 (if the activity has increased in price they will also need to pay the difference in price) EM shall issue a voucher extension cover letter granting an additional 10 months validity. Vouchers can only be extended if they are still inside their expiry date. Firebox/EM recommend that all experiences are booked as early as possible.
Many of the gift vouchers offered have some type of restriction applied to them; these restrictions are not decided by us but by the individual operator and based on the experience being provided. These restrictions could include age, health, physical and size restrictions. Please read all the information provided for each experience, it is your responsibility to ensure that you purchase a gift voucher appropriate for the intended recipient and it is the responsibility of the recipient to double check that the restrictions are not prohibitive. Firebox/EM will not be responsible for any unsuitable or inappropriate vouchers being purchased and/or these restrictions set out being breached. If you are unsure of the suitability of a particular event please email at firstname.lastname@example.org with your query and we will advise you accordingly.
The easiest way to resolve any problems that the Purchaser may experience is to speak to the operator on the day. The operator should use reasonable endeavours to ensure that any issues are rectified. If the Purchaser is still not satisfied they should send in details of the complaint (including voucher reference number) to EM at: Customer Services, Experience More, Top Floor, Ross House, 1 Shirley Road, Enfield, Middlesex, EN2 6SB. Please remember that the operator will have the opportunity to respond as well.
Once you book a specific date with an operator you are bound by their terms and conditions regarding cancellations. Once a date is confirmed with a supplier it is not possible to change this date unless the supplier deems this possible. Where a date cannot be altered by a supplier it will not be possible to issue a refund. In the unlikely event that one of our operators needs to cancel the experience after you have booked a date, they should contact you. We strongly recommend however, that you contact the operator on the day before you depart for your experience. In the event of cancellation Firebox/EM will not be held liable for the cost of lost insurance premiums, travel expenses, pre-booked accommodation costs or any other costs incurred.
- Operators & Liability
Although EM has sought to select highly experienced operators of 'once in a lifetime' experiences, Firebox/EM shall not be responsible for the safety standards or the quality or delivery of the experience, or any loss or damage suffered by you whilst participating in the experience for which the Operator shall be solely responsible.
By purchasing or redeeming an EM experience voucher, the Purchaser acknowledges that the experiences are dependent on certain factors beyond the control of Firebox/EM and agree that neither Firebox/EM nor any associated operator shall be liable for the cancellation or postponement of any experience for reasons beyond its reasonable control including for weather-related reasons, mechanical failure or otherwise, though we will endeavour to provide an exchange, or partial or full refund where appropriate and possible.
EM does not undertake any technical examination of equipment, facilities or services in order to minimise personal risk. If it occurs that mechanical machinery breaks down the Purchaser should expect reasonable substitutions without notice.
The total liability of Firebox/EM for any claim whatsoever in connection with the EM experience voucher or any experience shall be limited to the price paid for the experience voucher.
Firebox and EM have tried to ensure that the descriptions and images used on all marketing material are accurate. However, images are intended to give a general idea of the experience described and do not form any contract between the Purchaser and Firebox/EM.
Most operators will allow spectators to watch but the Purchaser should check with the operator in advance. Some operators may request a nominal payment for spectators. Spectators are required to comply with the operators' terms, conditions and expectations of conduct. Anyone deemed in the operator's sole discretion under the influence or drugs or alcohol will not be permitted on site.
Vouchers can be exchanged free of charge subject to written confirmation by letter within 30 days of purchase. Exchanges after 30 days will incur a £20 administration charge by EM. Experience vouchers can only be exchanged for alternative experience vouchers available on the Firebox.com website.
If the substituted experience costs more than the original gift voucher the Purchaser must pay the difference, including the administration charge. Exchanged vouchers then become non-returnable and non-refundable.
To exchange their voucher the Purchaser must send it recorded delivery with a cover letter detailing the reason for exchange and any additional payment (if applicable) to: Customer Services, Experience More, Top Floor, Ross House, 1 Shirley Road, Enfield, Middlesex, EN2 6SB. EM cannot despatch exchanged vouchers until the original voucher and full payment (if applicable) has been received by EM customer services.
If you are unhappy with a Gift Experience Voucher when you receive it or if you simply change your mind please return it to us within 30 days under our standard Firebox.com Returns Policy.
Once the experience has been booked with an operator the Purchaser is bound by their Terms and Conditions.
To request a refund you MUST return your voucher via recorded delivery to Firebox.com Ltd, Unit 6.10, The Tea Building, 56 Shoreditch High Street, London, E1 6JJ along with a covering letter detailing the reason for your refund request.
- Gift Vouchers
All vouchers purchased will be despatched by First Class Royal Mail, and Firebox/EM cannot be held liable for any loss suffered as a result of mail being delayed through no fault of Firebox/EM. The gift voucher is invalid if it has been tampered with or defaced. Firebox/EM accepts no responsibility for lost or stolen gift vouchers. Please keep the vouchers in a safe place and protect them as if they are money.