Terms & Conditions
Compliments Experience Cards can be used for part or full payment of any of the experiences listed on the Compliments Experiences website. The option for pay/part pay by gift card should be selected on the checkout page. The 19 digit card number can be found on the reverse of the card with a 3 digit security code adjacent to this. Once you have selected your experience, the relevant experience pack will be distributed to you, allowing you to book the specific time and date for your experience.
Compliments Experiences is a trading name of Acorne Ltd. Once Acorne Ltd have received payment for your experience the contract for the experience is between you and Acorne Ltd. The actual fulfilment of the experience will be by a third party operator. Acorne gift packs contain a voucher which is evidence of payment for, and entitlement to, a given experience or gift. Each voucher carries a unique serial number, which must be quoted when dealing with Acorne and its experience operators. Vouchers and the associated references must be kept safely and securely. Acorne cannot accept responsibility for any loss you may incur as a result of voucher theft, impersonation or identity fraud. The voucher should be taken on the day of the experience and surrendered to the operator or alternatively sent to the operator if requested to secure the booking (we would recommend sending vouchers by secure mail as they are not replaceable if lost).
The recipient is free to book their preferred date within the validity period. Experiences are subject to availability and, in some cases, may be subject to weather conditions (if your experience is weather dependant we advise telephoning the centre before you set out to confirm that the event will take place). To avoid disappointment we recommend that customers book well in advance, at least 6-8 weeks for the majority of experiences. During peak periods it may be necessary to allow a longer notice period although some operators may occasionally be able to fit in a booking at short notice. We recommend booking as early as possible as you must have undertaken your experience before the expiry date printed on the front of your voucher. We strongly advise that you do not make any travel, accommodation or other arrangements until you have received confirmation of your booking from the experience operator.
Most vouchers are subject to restrictions, which are not imposed by Acorne Ltd but are set by the individual experience providers. These could include (but are not limited to) age, height, weight, physical and medical restrictions, and may vary from centre to centre so please check before making your booking. Details of these restrictions are available on our website and contained in the voucher pack. 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. If you are unsure of the suitability please telephone our Experience Helpline and we will be happy to advise you.
Prices & Locations
All locations and prices are correct at the time of going to press but may change or be withdrawn for reasons beyond our control. For overseas experiences prices may fluctuate with exchange rates.
The placing of an order does not constitute the creation of a contract and Acorne Ltd reserves the right to decline to process an order for any reason whatsoever. If an order cannot be fulfilled for any reason, Acorne Ltd will promptly refund all monies. The placing of an order constitutes your acceptance of Acorne Ltd's Terms & Conditions of trading. For the protection of our customers and to ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
Prices shown include V.A.T at rates applicable on the day of purchase.
Experience Descriptions, Formats and Durations
Details of experience description, format and timings given on any Acorne Ltd companies' websites and in any other literature are intended only to present a general idea of the experience, and shall not be considered binding. In particular, photographs are for illustrative purposes only and do not form part of any contract between you and Acorne Ltd. As Acorne Ltd offers experiences at a wide number of venues, details such as session lengths, itineries, equipment used and numbers of participants may vary from location to location. Most experiences will be "open" days meaning that other members of the public will be taking part too. This could mean taking your turn with other members of the public. Delays, curtailments and breakdowns are not within Acorne Ltd's control and therefore we cannot be held liable if these should occur. Please note that we reserve the right to alter any part of the experience where such an alteration has been imposed by the operator. We cannot be held responsible for descriptions on any 3rd party or agent sites.
Acorne Ltd vouchers are valuable documents and cannot be replaced if they are lost, damaged or stolen and are invalid if altered or tampered with. Acorne Ltd accept no liability in these circumstances.
Each Voucher is generally valid for a period of 9 months from date of purchase unless otherwise stated. Experiences must be booked and undertaken prior to the expiry date printed on the front of the voucher, otherwise the voucher will be deemed to be invalid and no liability will be accepted by Acorne Ltd.
Most vouchers may be extended at Acorne Ltd's absolute discretion for a period of 9 months upon payment of a £20.00 administration fee. This fee, along with the original voucher, must be returned to Acorne Ltd for an extension to be processed. If the activity has increased in price, you will have to pay the difference between the old and the new price. Once a voucher has been extended it cannot be exchanged or refunded. Please note that expired vouchers, promotional vouchers, Marriott Vouchers, Sterling Gift Cheques, Options Vouchers, Multi-Choice Vouchers, Activation Cards and E-Cards cannot be extended under any circumstances.
A voucher may be exchanged for a different experience or gift, subject to the payment of any difference in price, and as long as a booking has not been made with an experience operator. If the chosen experience is of a lower value then no change will be given. The exchange must be made before the expiry date printed on the front of the voucher and the exchanged voucher will retain the same expiry date as the original. A voucher cannot be refunded once it has been exchanged.
A full refund is available, as long as your voucher is returned to Acorne Ltd within 14 days of purchase. A refund can only be made to the purchaser and if payment was originally made by Compliments Experiences card, a new card will be issued to return the funds. If the original payment was topped up with a credit/debit card, this portion of the transaction will be refunded to the same card. A refund cannot be given once a booking has been made or on extended, expired or exchanged vouchers. Refunds are not given for mailing, fulfilment and express carriage charges or personalised items.
Please note that the cost of returning your voucher for a refund will not be borne by Acorne Ltd and Acorne Ltd strongly recommends that a secure delivery service such as Royal Mail Special Delivery (with postal insurance as appropriate) is used when returning a voucher as vouchers cannot be refunded until they are received by Acorne Ltd.
Cash Value Gift Vouchers and Cards
All cash value vouchers and cards are non-refundable. Gift cards must be kept safe and treated as cash as the balance cannot be returned if lost or stolen. Acorne Ltd is not responsible for any unauthorised use of a cash voucher or gift card. Gift cards expire 12 months after date of purchase, and gifts or experiences must be chosen or booked within this timeframe as gift cards cannot be extended or refunded under any circumstances. Your gift card is not a credit, debit or cheque guarantee card. It cannot be exchanged for cash and no change will be given. (In the case of Sterling Gift Vouchers, any balance over £5.00 left after redemption will be reissued as another Sterling Gift Voucher.)
Options or Multi-Choice Vouchers.
These vouchers entitle the recipient to select an experience from the range applicable to the voucher. No change will be given if an experience of lesser value is selected. Options and Multi-Choice vouchers cannot be extended and an experience must be selected before the expiry date printed on the front of the Options or Multi-Choice voucher. Options and Multi-Choice vouchers cannot be redeemed with venues directly and must first be exchanged for the relevant experience voucher. The original Options or Multi-Choice voucher must be returned to Acorne Ltd with your order form.
Acorne Ltd acts as an agent for selected operators whose products and services are represented within the Acorne Ltd website/s. Acorne Ltd has contracted agreements with its operators regarding their standard of performance and, where appropriate, operators are registered with their relevant controlling or regulatory bodies. We have not, however, undertaken a detailed examination of all their equipment, facilities or systems, and 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.
Once a booking has been made with an experience operator the participant is bound by the Terms and Conditions of that operator. By purchasing or redeeming an Acorne Ltd voucher you acknowledge that the experiences are dependent on certain factors beyond the control of Acorne Ltd and agree that Acorne Ltd is not liable for the cancellation, postponement or alteration of any experience for reasons beyond reasonable control (including but not limited to weather-related reasons, mechanical failure, location changes or otherwise). If mechanical breakdown should occur you should expect reasonable substitutions without notice. Please note that experiences and other products are subject to change without notice. This does not affect your statutory rights.
Spectators are usually welcome but occasionally a centre may make a small charge to cover insurance and/or refreshments. Some venues may have restrictions on spectators due to safety regulations. Participants are advised to check with the centre when booking.
Cancellation by experience operators
If an experience is cancelled by the operator either before or on the day of the event due to circumstances beyond their control, the operator will arrange to re-book the participant at a mutually agreed time. Acorne Ltd cannot be held liable for any costs including (but not limited to) travel expenses or pre-booked accommodation costs incurred by the participant in the event of a cancellation by the operator, and Acorne Ltd's total liability for any claim in connection with an Acorne Ltd experience voucher shall be limited to the price paid for the experience voucher.
Cancellation by participants
Once you make a booking with an experience operator you are bound by their terms and conditions. Make sure you understand their rules regarding changing or cancelling a booking (particularly at short notice) as a refund will not be offered in the case of infringement of these terms and conditions. Acorne Ltd's Cancellation Indemnity policy may provide a replacement voucher in the event of cancellation by the participant owing to circumstances beyond their control.
All UK and Eire experience operators contract with us to indemnify participating voucher holders against damage to equipment they use, and against liabilities to third parties, subject to limits and compliance with their rules, terms and conditions, which may vary between operators. We also hold cover, subject to terms and limits, for contingent liabilities arising at these operators' venues. Where experiences require overseas travel, the participant is strongly advised to take out additional specialist travel insurance.
Some experience operators may offer additional indemnities at an extra cost. Such indemnities are entirely optional and you are under no obligation to purchase them, as your entitlement to undertake the experience will not be affected if you choose not to accept an additional indemnity. Any additional indemnities purchased from an experience operator will be governed by that operator's terms and conditions and do not form any part of your contract with Acorne Ltd.
Problems on the Day
We welcome your feedback on all of our experiences. If you encounter a problem on the day, please immediately bring it to the attention of the host or experience operator at the venue so that they have a chance to put matters right. If you have attempted resolution but the problem was not resolved on the day, please write to us within 1 week of your experience (providing your voucher reference, participant and venue details, including who you spoke to on the day) and we will be happy to take the matter up with the operator on your behalf. The address to write to is; Compliments Experiences Customer Services, Compliments Experiences, Acorne Ltd, Stamford House, Boston Drive, Bourne End, Bucks, SL8 5YS. Please note that the operator will have the opportunity to investigate and respond.
Competition Prizes, Special Offers and Promotional Vouchers.
These vouchers may have restrictions including (but not limited to) dates and times of use, validity periods and experience content so please be sure to check these before purchasing and telephone our experience helpline if you are in any doubt. Competition Prizes, Special Offers and Promotional Vouchers cannot be refunded, exchanged or extended unless otherwise specified.
Discount Codes & Entitlements
Acorne Ltd reserves the right to exclude any product from discount schemes. Only one discount code may be used per order. Discounts apply to new orders only and cannot be used against exchanges, extensions, money on account, delivery and fulfilment charges or any other facility provided by Acorne Ltd. You may be required to provide evidence of your entitlement to any discount.
Third Parties and Re-Sale
A person who is not named on the face of the experience voucher or recorded as the purchaser with Acorne Ltd has no right under the Contracts (Rights of third Parties) Act 1999 to enforce any terms and conditions of booking. A voucher which has been re-sold (for example, through Internet auction sites or by any other means) without our prior consent will be considered invalid and neither Acorne Ltd nor any of its experience operators will be under any obligation to provide any service.
Acorne Ltd cannot be held responsible for any goods damaged in the post or any postal delays.
These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law. The purchaser and voucher recipient agree that any problems fall under the jurisdiction of the English courts. All the clauses and sub clauses in our terms and conditions are independent of each other. If one clause or sub clause is invalid or unenforceable, this will not affect any other clause or sub clause. These terms & conditions are subject to change
The details listed above are the terms and conditions applied to Acorne vouchers. Your statutory rights are not affected.
Dated: 1st April 2009 These supersede all previous terms and conditions.
©Acorne Ltd 2009