How Can We Help?

In this section you should be able to find any answers to your questions. You may also find your answer in our 'how to buy' section.

Q: Why do I need to login and have an account?
A: In order to allow you to benefit from the advanced fuctionality from our site such as managing your delivery account, extending your voucher, upgrading your voucher or receiving a discount off future purchases an account facility will allow you to do this.

Q: How long will the recipient have to participate in their experience?
A: The majority of our vouchers are open dated for 9 months from the point of purchase, unless they are a mail order type delivery such as a case of wine. In some circumstances where the experience operates only on limited dates this will be advised prior to completing your redemption. Should the recipient be unable to participate in their experience prior to its expiry they will be able to extend their voucher for a further 9 months. The voucher can only be extended within 4 weeks prior to its expiry.

Q: I wish to change the date of my experience?
A: As advised in our terms and conditions, at the point of purchase, once an experience has been booked it is not changeable. You should contact the location directly for further advice, in a small number of cases they may be able to assist, but often make a charge to cover their administration and loss of a booking.

Q: How long do experiences last?
A: Where possible we do try to give clear indications for the duration of experiences. Sometimes this is difficult, especially for those experiences affected by the weather or fuel consumption. For example, if you fly in a jet and want a steady flight that will last longer than if you just want to maximise speed and force, where it will be over a bit quicker.

Q: Can I bring some spectators?
A: Usually, yes. Although for some locations there may be certain conditions such as age restrictions, or a small charge (towards insurance costs, it usually includes refreshments). Your confirmation will detail spectator information.

Q: I can't attend my booked date?
A: Once a specific date has been arranged for your experience it usually cannot be changed, if it can be changed a charge to you is likely to arise. If there is a problem please contact us immediately and we will always do our very best to help.

Q: What about exceptional circumstances?
A: If you experience circumstances such as a bereavement by an immediate family member or you cannot attend your experience to an injury, we will need evidence to support this so arrangement may be made to re-arrange your date booking. Transport failure are not deemed exceptional circumstances.

Q: Is it safe to buy online?
A: Yes. Security is probably one of the most significant concerns for both the consumer and the retailer during an on-line transaction. In reality, an on-line transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax. Information transmitted on-line is encrypted using complicated logarithm combinations, unlike these other methods that use standard medium coding. The WorldPay Select payment gateway uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data, protecting both the retailers and their shoppers. All communication between the shopper and WorldPay is encrypted to the maximum strength supported by the shopper's browser using TLS or SSL (security). Our public web servers are certified by Thawte, a public Certificate Authority, ensuring that shoppers and retailers alike can have confidence that nobody can impersonate WorldPay to obtain confidential information. All communication between the retailer and WorldPay, including the details of the purchase, are encapsulated using our own encrypted and digitally-signed protocol; this uses a combination of standard methods such as PGP, RSA and MD5 to ensure that the information passed is secure tamper-proof. Data storage on WorldPay systems, and the communication between WorldPay and the worldwide banking networks, is regularly audited by the banks themselves. We ensure that we stay up-to-date with the latest versions of any third-party code we use, and continually review our own proprietary code, using current best practice at all times.

Card issuers protect cardholders from fraudulent use of their card in a "card not present" environment, such as over the Internet or telephone. As the shopper did not sign for the goods they have the absolute right to demand a chargeback if those goods did not arrive or the card was used fraudulently. WorldPay can be contacted directly: WorldPay plc, WorldPay Centre, The Science Park, Milton Road, Cambridge, CB4 0WE, UK. Tel: +44 (0)870 742 7000 Fax: +44 (0)870 742 7009 Email: sales@worldpay.com Web: www.worldpay.com Registered No. 3424752 England

Q: I have a complaint?
A: Wherever possible if you are unhappy about your experience it is important that you raise it immediately with the location manager at the time in order that we have the opportunity to fix it. If they are unable to help please contact our call centre 0870 333 6006 whilst at the venue, if we are closed it will provide an out of office contact who will be able to assist.
We take all feedback as critical to our service to you.

Q: If I cancel, can I receive a refund of my HHonors points?
A: Once you redeem your HHonors points for a Golden Moments reward, you will not be able to receive a refund of points; however, you will be able to change the experience redemption in accordance to Golden Moments terms and conditions.

Q: How do I give a gift with HHonors points?
A: Simply find the experience you would live to give as a gift, add to your basket, and then follow the simple instructions at time of check out. You can address the experience reward to anyone--not just yourself--and include a message as well!