Terms and Conditions

Please read these important details carefully. These paragraphs define our responsibility with respect to all our Experiences, goods and services sold and redeemed. These terms do not affect or restrict your statutory rights. Purchase or redemption of a Golden Moments Experience or item represents your acceptance of the following terms and conditions:

Our Experiences
Golden Moments gives notice that services provided in connection with its Experiences and itineraries are purchased from various independent suppliers who are not affiliated with Golden Moments and their partners in any way. Although it endeavours to choose quality suppliers of the Experiences offered, Golden Moments has no right to control their operations and therefore makes these arrangements upon the express condition that Golden Moments and its own agents and employees shall not be liable for any delay, mishap, inconvenience, expense, irregularity, bodily injury or death to person, or damage to property occasioned through the conduct or default of any company or individual engaged in providing these services. As a result, Golden Moments is not liable for any negligent or wilful act or failure to act of any such person or of any other third party. Each of these service companies who has been hired to provide the Experience is subject to the laws of the state or country where the service is provided, and operates in accordance with their own terms & conditions (available upon request) and participation is conditional upon acceptance of these.

Additionally, Golden Moments shall not be liable for: (a) any expenses incurred that are not expressly agreed to be a part of the payment associated with any individual Experience, including expenses that may be required either en route, prior to, or following an Experience; or (b) risks of delay, unanticipated
events, inconvenience, illness, bodily injury, emotional trauma or death, or property damage, for any reason. Therefore, as lawful consideration for being permitted to participate with such Experience, I hereby release and discharge forever Golden Moments from and against any and all liability arising from my participation with the experience. I agree that this release shall be legally binding upon me personally, all members of my family and all minors accompanying me, my and their heirs, successors, assigns, and legal representatives, it being my intention fully to assume all the risks associated with my participation with this Experience and to release Golden Moments from any and all liabilities to the maximum extent permitted by law.

Golden Moments reserves the right to decline to accept or to restrain from further participation any person it judges to be incapable of meeting the rigours and requirements of participating in the activities associated with any Experience, or any person whose actions or deportment impede the planned Experience or the rights, welfare or enjoyment of other participants. A refund based on the cost of the unused portion of the Experience is the limit of Golden Moments responsibility in such a case.

Experience Descriptions
The description of each experience contained in our online brochure and in the Golden Moments pack is at times abbreviated and is correct at time of print. However, we reserve the right to make reasonable changes to the programme without notice, including the right to withdraw or substitute locations. Where an alteration is material we will notify the recipient at the time their booking is confirmed or by subsequent communication. In the unlikely event of mechanical breakdown, illness or circumstances beyond our control, such as unsuitable weather conditions, we reserve the right to make reasonable substitutions of components or an equivalent value refund without notice. Experience and session durations are approximate and given as a guide only. Unless specifically stated otherwise, you will take your turn with other members of the public and there may be waiting time involved.

Personalised Gifts and Other Tangible Items
With these gifts, such as cases of wine and personalized wine bottles, you may not receive a Golden Moments voucher, and delivery times may vary. Courier/express fees also vary according to the gift concerned. Personalised goods can not be returned for refund. Please check when ordering.

Restrictions, Requirements & Important Information
Wherever appropriate we have included abbreviated health, age, weight and requirements, such as a valid driving licence or telephoning a weather-check hotline, on our website, brochures and vouchers. Full details are available on request and will be contained in booking documents. Please read carefully. Once you have received your purchase / gift pack please notify us within 7 days if the experience is unsuitable.

Availability
All experiences are offered subject to availability, and many are also subject to weather conditions on the day. Ideally, bookings should be made at least 28 days in advance. Longer notice may be required to secure weekends or peak season dates. You are advised not to make any travel, hotel or other arrangements until your booking has been confirmed in writing. In addition, we strongly advise you to re-confirm your booking direct with the venue 48 hours in advance of your session.

Cancellation
Once your booking has been completed, if you wish to cancel or amend this you may incur cancellation charges, although you may be covered under our cancellation insurance. In the unlikely event that we need to cancel an experience or component we or the venue will attempt to contact you. Please provide a contact number when booking so that we can reach you if necessary. In the unlikely event of cancellation the liability of Golden Moments is limited to re-booking a similar experience or component for another date, or an equivalent value refund to the cost of the cancelled experience component(s).

Pricing
Prices are stated inclusive of VAT and are correct at the time of going to print, E&OE. However we reserve the right to make changes to our prices without notice at any time. If there has been a price change you will be advised when you order. Please note full payment is required before we can dispatch your
Golden Moments voucher. We cannot be held responsible for late delivery of vouchers or items where payment by credit card has been declined or where a cheque has failed to reach us. All prices are for one person unless explicitly stated (i.e. for two in the product name).

Payment
We accept all major credit and debit cards (except Solo, Diners and Visa Electron). A small surcharge of 3% is levied for using credit cards to reflect the additional fees we must pay. We accept cheques via post; made payable to Golden Moments Worldwide Ltd and are subject to funds clearing. Payment via cash is only accepted in person at one of our offices, where you will be given a signed receipt. Please do not send cash by post. Please note we cannot reserve dates, dispatch your gift pack or voucher until payment has cleared.

Delivery By Post & Email
All Golden Moments vouchers are dispatched same day if ordered before 4pm. Guaranteed next day or courier delivery are also available at your request. Please take care when providing email addresses to receive email vouchers and ensure our domain goldenmoments.com is added to your computer's white list. If a voucher does not arrive, prior to contacting us for a free replacement, please check email spam filters or for postal collection cards. We cannot be held liable for any loss or distress suffered as a result of non-arrival. On receiving your gift pack voucher, please check carefully all information contained within it. Should you find any errors or are unsure of any experience related information you must notify us before the experience date or within 7 working days, whichever is sooner.

Expiry
The expiry date for ‘open-dated' vouchers is detailed on the voucher in your Golden Moments pack. If the recipient is unable to participate in the experience before that date the voucher may be extended for a further 9 months, provided we are notified during the 28 days prior to the expiry date. A GBP23.49
administration fee is chargeable, plus any price increase of the experience, which may include reissue of a new Golden Moments voucher. Extended vouchers are non-refundable. If your voucher has expired it may be possible to re-activate it for a fee of GBP32.49 plus any price increase in the experience.

Exchanges
All open-dated experiences can be exchanged once only for any other experience in our range provided we are notified before the expiry date. If the substituted experience is higher in price than the amount originally paid, you will need to pay the extra. If the substituted is lower in price than the amount originally paid, the balance will be held on account to be put towards another experience. Exchanged vouchers are non-refundable.

Vouchers
For security reasons, any voucher issued without a participant name will need to be returned to us before the voucher can be booked or exchanged. Golden Moments cannot be held responsible for lost or missing vouchers.

Date Bookings & Reservations
Unless a specific date is requested at purchase, vouchers are open-dated until the expiry date shown on the voucher. Once a date booking has been completed the experience cannot be exchanged or refunded. Confirmation documents with the booking/ticket redemption number will be sent to confirm your booking. We ask you to read this document carefully and contact us on receipt if any changes need to be made. If confirmation does not arrive within 14 days you must contact us. In the event of a recipient not attending a booking it is classed as a non-show used voucher.

Refund Policy
We are happy to make a 100% refund less any express shipping or packaging charges on non-expired open-dated vouchers bought directly from Golden Moments within 7 working days of receipt of postage, subject to written notification by post or email. After which but before expiry date refunds are subject to 25% administration charge, with a minimum charge of £15. Refunds are always made to the person who purchased the voucher or item, and if originally paid by credit/debit card or PayPal, the monies will be refunded to the same account.

On The Day
If you have a problem or complaint during your experience please bring it to the attention of the management at the earliest opportunity so they have the chance to put it right. We would wish you to raise any concerns immediately, rather than reporting the complaint upon your return. Or call 0845 2714 900 to speak with the Duty Manager. We take complaints and feedback very seriously. If a resolution on the day has not been made to your satisfaction, please make your complaint in writing with full details including your redemption reference number. Please write to; The Customer Services Manager, Incentive House, 119 Winter Road, Southsea, Hampshire, PO4 8DS, United Kingdom. Please allow 28 days for a full investigation and response.

Loyalty Programs, Points and Rewards Schemes
In receiving loyalty points accepted by Golden Moments you are accepting these terms. The issuer reserves the right to add, modify, delete or otherwise change any of the rules, procedures, conditions, benefits, rewards or reward levels pertaining to the program at its sole discretion, with or without notice, even though changes may affect the value of points or reward certificates or confirmations already accumulated. Members must not maintain membership in or earn points on multiple accounts. At the issuer's sole discretion, if with reasonable grounds, it suspects fraud, theft or dishonesty, membership may be terminated and accrued points nullified. Points must not be sold, transferred or bartered, other than by the issuer, such violations will result in confiscation. Accrued points remain the property of the issuer. Unless notified, rewards may not be used in conjunction with any other discounts, promotional offers or monetary refunds.

Access & Disability
Golden Moments welcomes the participation of disabled individuals in the experiences on offer, (although we recognise that some of these experiences may present difficulties for some individuals). We are committed to ensure that our disabled customers are given every opportunity to participate in our gift
experiences and, in order to allow this to happen, we ask that the existence of any disability be stated at the time of order. This will enable us to take appropriate action to address the individual's particular needs.

Experience Pictures and Images
The pictures and images used in our web site and printed materials are for illustration indication only, as the machines, vehicles, craft, animals and setting at each venue do vary and may not reflect a true likeness. Golden Moments reserves the right to take photographic or film records of any of our Experiences and may use any such records for promotional and/or commercial purposes.

Protecting Your Data and Privacy
Golden Moments is a registered data user (licence no. Z9017958), and complies with each of the eight principles of good data protection. These principles require that data is: fairly and lawfully processed; processed for limited purposes; adequate, relevant and not excessive; accurate; not kept longer than necessary; processed in accordance with the data subjects rights; secure; not transferred outside the EU without adequate protection.

The Golden Moments logo, eye device and Golden Moments Experience Hunters name are protected and registered trademarks of Golden Moments Worldwide Ltd. The images, photographs, layout and text of our website, brochure, gift and information packs, plus all advertisements are protected by copyright and must not be copied in whole or in part without the permission of Golden Moments.

Golden Moments operates in 12 countries and is headquartered in the United Kingdom. Golden Moments Worldwide Ltd, registered in England on 12th August 1999 (No. 03824028) Registered office: Incentive House, Paradise Lane, Waltham Chase, Hampshire SO32 2TH.

We are always looking to improve upon the service we offer. If you have any thoughts for improvements we'd love to hear from you, please write to our Customer Services Manager or click here to contact us.
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