Frequently Asked Questions

I have a Gift Voucher but would like to pay for an additional person?

That's perfectly fine!  

You have the option to add additional participants when booking online. You just need to enter the number of people that you wish to pay for on the booking form under "Buy Experiences" and these will be added on to your booking.  

Alternatively you can call our Customer Care Team who can assist you in your booking and take payment for additional riders.

Which code on my voucher do I enter?

If you have one voucher reference please enter the full code, if you have mutiple codes and references it will depend on which company you have purchased the voucher from please see some examples below:

Groupon

We need the following in the exact order set out below. 

• Groupon code
• Security code
• Please seperate the two codes with a hyphen.

Please enter the code in the same format as this example GB41BL-130218-92E9C79E9F

Experience Days, Activity Superstore and Red Letter Days

Please remember to activate your voucher before booking your experience. Activating the voucher will give you another gift voucher number which we will need to complete the booking. For example: 

• Experience Days: EX75602-190601
• The Activity Superstore: GLBJ101808
• Red Letter Days: XUZZA-RLD11278020
  

Virgin (Acorne)

We need the following information:

• Serial Number
• Product Code
• Pin Number 

Why am I being asked to pay a surcharge?

Different vouchers entitle customers to different experiences, dates and venues. 

Please check your voucher or the website where you purchased it for the following;

• What is the name of the experience you are trying to book does it match whats on your voucher?
• What is the jump height on your voucher? are you looking to book into a jump thats higher? If so a surcharge might apply. 
• What venues does your voucher include, certain venues such as London or the Bridge may require a surcharge to book.

Once you have established the above and you will probably be able to understand why you are being asked to pay a surcharge when booking your experience. 

Please feel free to contact us if you would like further help 

I've lost my voucher and I'm booked in, can I still participate?

Maybe - please contact the company who issued your voucher for a replacement or alternatively please contact our customer care team to look further into your options. This can all depend on your voucher provider.

My voucher has expired can I still book in?

Different voucher companies have different policies on this. If you live in an area we don't visit often or you know a specific date that you would like to book in for then we maybe able to help. Please include details of where you purchased the voucher and your voucher number and contact us here

My gift voucher has almost expired - can I extend my gift voucher?

We are willing to extend gift voucher's for a maximum of 6 months if the voucher is still in date.

In order to extend your gift voucher please contact our Customer Care Team on 0845 319 3747. Vouchers will be extended for 6 months from the original expiry date for a charge of £10 per person and we are only able to extend your voucher once. Please note there are some vouchers that we are unable to extend.  

Do I need to bring my voucher with me on the day?

Yes you will need to bring your voucher with you on the day. Failure to produce a valid voucher on the day of your experience means that full payment will be required to cover the cost of the experience before you will be allowed to proceed with registration. This payment will be refunded on receipt of a valid voucher in the post alongside a completed deposit refund form within 28 days of your experience.