Red Letter Days offer two main voucher types, Experience vouchers that can be redeemed against our range of experiences or Lifestyle vouchers that can be redeemed against our broad range of lifestyle and leisure options.
All Red Letter Days experience packs contain either an active voucher or an activation card which must be combined with retail gift receipt details to allow access to voucher details. Each voucher has a unique voucher reference which must be quoted when dealing with Red Letter Days. Vouchers, activation cards, till receipts and the associated references must be kept safely and securely. Red Letter Days will take no responsibility for any loss you may incur as a result of voucher, receipt or activation card theft and impersonation or identity fraud.
Validity
Experience vouchers bought from 1st January 2012 are valid for at least twelve months from date of purchase, unless otherwise stated in the terms of a particular offer. The exact expiry date will be printed on the voucher or advised upon successful activation. You must redeem the voucher before this date or the voucher will cease to be valid. Unless otherwise stated for a particular offer, the participation date for an experience can be any available date up until 31 December of the calendar year following the original year of purchase. Credit is valid until the expiry date of the original voucher and is non-refundable.
Lifestyle vouchers are valid for two years from date of purchase. The exact expiry date will be printed on the voucher or advised upon successful activation. You must use the voucher before this date or it will cease to be valid.
Flexibility
Experience vouchers are totally flexible and can be used to book any other experience available. There will be no charge for exchanging, however if your chosen experience is higher in price than the value of your original voucher, you will need to pay the price difference. When redeeming, if your chosen experience is lower in price, the difference will be held as credit to use against any future purchase. Credit can be used until the original expiry date of the voucher and is non-refundable. Experience vouchers and experience credit cannot be used on lifestyle options.
Flexible gifting options such as Gift Cards, colour coded Flexible Experience Packs and ‘Perfect for...’ Gift Vouchers are designed to allow the recipient to choose from a selection of Red Letter Days experiences or gifts. Although the selection detailed in the pack is correct at the time of printing, it may change from time to time.
Lifestyle vouchers allow a range of redemption options from a variety of third party retailers and these are also subject to change. While we take great pride in offering flexibility in all of our vouchers, we do restrict the choice to the products shown during the Lifestyle booking or redemption process.
Refunds
Refunds can be made on unused vouchers bought direct from Red Letter Days within 14 days of purchase. Where dates have already been booked with Red Letter Days, refunds within 14 days are subject to our cancellation policy (see below). Where a particular experience must be booked direct with a supplier, we may require the original unused voucher to be returned to us before an exchange or refund can be processed. Refunds are always made to the person who purchased the voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card, or in some cases by cheque.
Refunds for valid unused Red Letter Days experience vouchers purchased from other retail outlets should be taken up direct with the retailer, subject both to the retailer’s own return policies plus any specific terms and conditions detailed on the gift pack or packaging itself. Till receipts must be retained as proof of purchase.
If a voucher has been purchased through one of our authorised corporate accounts or corporate Points Schemes, any refunds issued will be in the form of a credit note or as credit to use on future Red Letter Days purchases.
Where non-perishable, non-personalised tangible gifts such as electronics have been ordered direct from Red Letter Days, the order can be cancelled and a refund requested within seven working days of receipt of the goods. Goods, including free gifts selected as part of a promotion, should be returned intact to the address we specify as close as possible to their original unused condition. In the event of non-delivery, despatch error, shortage or if damaged goods are received, please notify us as quickly as possible.
Cancellations
Should you need to re-schedule or cancel a date related booking you have already made direct with Red Letter Days, this is usually possible provided you have given us at least 14 or 21 days notice, depending on the venue. However, cancellation periods do vary and this may mean cancellation will not always be possible, so please check at point of booking. Should you need to cancel at short notice within this period, you may be covered by our Cancellation Guarantee (see details below).
Where Lifestyle vouchers have been redeemed against third party vouchers, no changes or cancellations can be made, so please select carefully.
Sometimes we have to cancel an experience for reasons beyond our control, such as the weather or mechanical breakdown. We will do our best to notify you as soon as possible and do everything we can to offer an alternative date or time. We regret that, in these circumstances, Red Letter Days is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.
Restrictions
Certain experiences, gifts or lifestyle options are subject to minimum or maximum requirements specified by our suppliers; e.g. age, health, height or weight. We will confirm with you at the time of booking if any restrictions apply to the participant. Once booked, you may be liable for charges if you cancel because the minimum requirements are not met. Full details are included in all correspondence and we recommend you read this carefully as soon as you receive it.
Description
The information provided by Red Letter Days about each experience, gift and lifestyle option is correct at the time of print. However, their content or format may change slightly during the year. Current details are available on our website or by calling our Customer Experience Centre and are included as part of your booking confirmation. Your participation is conditional on your acceptance of the description detailed in your booking confirmation. Please check these details carefully upon receipt. Experiences are for one participant unless otherwise stated in the title or the experience details.
Images
The images used to illustrate tangible gifts, lifestyle options and experiences, particularly those that take place at more than one location, are used as an indication only. The vehicles, craft, machines, animals and settings at each venue do vary.
Venues
The Red Letter Days network of suppliers includes many of the UK’s best experience venues. We are always adding to the locations we offer, but occasionally we may need to withdraw venues featured here for reasons beyond our control. If your preferred location is withdrawn, you will be offered alternative venues wherever possible, but please note this is likely to be at a different location or with a different supplier. Where locations are stated as ‘UK wide’, locations may be limited in some areas. Each venue has its own terms and conditions (available upon request) and your participation is conditional on your acceptance of these.
Session Lengths
Session lengths are approximate, vary from venue to venue and are given
simply as an indication of the time you will spend at the venue.
Unless stated otherwise, you will usually be taking turns with
other people and there may be waiting time involved. We give itineraries
as a guide only and the running order of an event may change.
The Weather
Some Red Letter Days experiences are dependent on the weather and we
will advise you if you need to call to check the weather before setting
out.
If your experience is cancelled due to the weather you will be
able to re-book, but your re-booked experience remains subject to
weather conditions.
Availability
All our experiences, gifts and lifestyle options are offered subject to availability. The most recent information on date availability booked through Red Letter Days is shown when booking via our website. Please book as early as possible, preferably at least 28 days in advance or further for peak dates such as weekends or holiday periods. Bookings are not confirmed until you receive confirmation in writing from us. In some cases, we may ask you to return the original voucher to us before we can confirm your booking. You should not make any arrangements in connection with the booking until you have received your full booking confirmation.
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.
Last Minute Deals
We often have late availability for experiences at special prices, and bookings for these can generally be made right up until the day before the experience date. For these bookings, we will provide essential details over the phone, as we cannot guarantee that these details will arrive by post in time for your experience. Experiences bought under these conditions cannot be refunded or exchanged. Dates for an experience bought under these conditions, once booked, cannot be changed.
Click here for our latest Last Minute Deals.
Only one valid Red Letter Days promotional discount or discount code can be applied per order. Codes cannot be used in conjunction with experience credit or lifestyle balance and may be subject to promotion specific terms, conditions and validity periods. We reserve the right to restrict their use against certain products, charges, order channels or order values.
Free Participant Cancellation Guarantee
For all date related bookings made through Red Letter Days, our Participant Cancellation Guarantee is also included free of charge. A re-booking can be made if cancellation is due to the illness, injury or death of the participant or a close relative, if the participant is summoned to witness attendance in court, or for HM Forces duties where this occurs after the minimum cancellation period allowed for the specific experience booked (see the Cancellations section above) has ended. Claims must usually be made in advance, and we will require official countersigned evidence supporting the nature of the claim.
Click here for full details of our Cancellation Guarantee, including claim procedure.
Free Personal Accident Insurance
For your peace of mind, we provide free personal accident
insurance for all of our UK-based experiences, applicable to all
participants aged up to 79 years.
Personal injury is covered for £50,000 following death or
permanent total disablement. For those under 16, death benefit is
restricted to £10,000. Temporary total disablement, which entirely
prevents the insured person from engaging in their usual business or
occupation, is covered for up to two years at the rate of £150 per week
after the first 14 days. Medical expenses are also covered to a maximum
of £5,000.
Click here for full details
of insurance cover, including claim procedure.
Inclusivity
We welcome the participation of disabled people in our experiences and lifestyle options though we recognise that certain experiences may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the disabled facilities available at specific venues on request.
Complaints
We welcome your feedback on all of our products. If you have a problem or complaint on the day, please bring it to the attention of the host or experience manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact us, including your voucher reference, participant and venue details, and we will be happy to take the matter up with the supplier. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.
Where Lifestyle vouchers have been redeemed against third party vouchers, complaint procedures are as detailed on the the third party website.
Experience Cheques
Red Letter Days Experience Cheques are sold in denominations of up to £35 and can be used by the holder as part payment towards the purchase of Red Letter Days experiences. Experience Cheques are valid until 31 December of the year following the year of purchase. They can only be redeemed with Red Letter Days prior to the expiry date printed on the cheque and cease to be valid for any purpose beyond this date.
Up to 25 Experience Cheques can be delivered in a special wallet for a charge of £1.99 p+p by First Class post to the same UK address, or via our 1 Day Courier service. Refunds can only be accepted on valid Experience Cheques where the minimum original order value is £50, and are always made to the original purchaser. Defaced or damaged Experience Cheques are invalid. The risk of theft or other loss of an Experience Cheque for any reason is borne by the cheque holder. Red Letter Days experiences purchased with Experience Cheques are subject to our standard terms and conditions.
Other Terms and Conditions
All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to increase the price of any product without notice. You will be notified of any price increase before you place your order.
In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.
Whilst we take every care in choosing our suppliers, inclusion in our range does not mean that we guarantee their safety standards or satisfactory performance of any of the experience suppliers. Red Letter Days’ liability for any claim of breach of obligation regarding any single voucher or gift shall not exceed the price of that voucher or gift. This excludes claims arising from personal injury or death due to the negligence of Red Letter Days or anyone for whom Red Letter Days is responsible.
The text, illustrations and images used in all Red Letter Days promotional literature are protected by copyright and must not be copied in whole or in part without the express permission of Red Letter Days Ltd.
All the above terms and conditions apply as a condition of using any voucher, whether or not the voucher holder is the original purchaser. Red Letter Days reserves the right to change these terms from time to time without reference to customers. 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 Red Letter Days agree that any problems fall under the jurisdiction of the English courts.
Trade Marks
Red Letter Days, Red Letter Day, Red Letter, Red Letters, Experience Cheques are all trade marks of Red Letter Days Ltd; Red Letter and Red Letter Days being registered trade marks. We are a well-known brand within the UK and Europe and have acquired both registered and unregistered rights in our trade marks (listed above) and our logos. No-one may use our trade marks without our express written permission. Neither the purchaser nor the recipient is entitled to use any Red Letter Days trade marks or logos. Affiliates who have been accepted by Red Letter Days onto our Affiliates’ Scheme will be provided with strict guidelines regarding the use by authorised affiliates of the Red Letter Days trade marks and logos.
Data Protection
Red Letter Days complies with each of the eight principles of the Data Protection Act 1998. Those 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 subject’s rights
- secure
- not transferred outside the EU without adequate protection
Click here for full details of our privacy policy.
Red Letter Days Ltd is registered in England and Wales under Registration No 5473745.
Head Office: 77 Muswell Hill, London N10 3PJ