FAQ - Frequently Asked Questions

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Frequently Asked Questions

Welcome to the Experience Days FAQ�s page. Using the search bar above, type a word or phrase associated with your question and click �search�. Our knowledge database should help to correct your problem. However, if you are still stuck and need assistance, please call 0845 862 9900 to speak to a member of the team. We hope that you find this useful.

Are there any restrictions that may prevent me from participating in the experience?How can I see the activity restrictions?Am I fully insured when I participate in any of your courses or experiences?

What is Book&Go?

I have an Ex Pass (voucher), how do I book a date?Do I have to choose my course or experience date when I buy my Ex Pass� (voucher)? My booking is this weekend; however, the weather looks bad. Will my EX Booking still be going ahead?What should I do if the centre is closed for business, or is not working with Extreme Element anymore - after I have redeemed my voucher?I�m unable to go on the date I�ve booked, can Extreme Element change my booking?I've now redeemed my EX Pass (Voucher), does this mean I can book an activity or experience (online) at any-time in the future?

I have made a booking; however, the Partner Centre has just cancelled my booking. Can I book another experience?What should I do if I have injured myself and I am unable to participate in the activity on the chosen date?

I have a complaint with the Partner Centre.I have a complaint with Extreme Element.

How do I contact Ex Element?I'm a supplier to Extreme Element and I have a customer enquiry, how can I contact you?

How will my Ex Pass� (voucher) or Ex Pack� be delivered?Can I specify when my Ex Pass� or Ex Pack� is delivered? Why haven�t I received my EX Booking (booking voucher) email?Is it possible to receive my Ex Pass (Voucher) via post and email?If I have misplaced or deleted the confirmation email of my Ex Pass (Voucher) purchase. Is it possible to receive another confirmation email?

Does my Ex Pass (Voucher) have an expiry date?How long is an Ex Pass (Voucher) valid for?My Ex Pass� (voucher) expires this month. Does this mean I have to book, or take, the experience before this date?I will not be able to redeem my voucher until after the expiry date, what should I do?My experience was cancelled due to the weather and my Ex Pass� (voucher) runs out soon, can I take my experience after the expiration date?My EX Pass (Voucher) has expired. Can I still redeem it provided that I pay the difference in price?

Is there an expiry date on my Gift-Card?What if I lose my Gift Card?Can I extend my Gift Card?

I have lost my Ex Pass� (voucher), can I get a replacement?

How can I Pay?I'm worried that my cheque will not get to you before the expiry date. What should I do?

How do I find the course or experience I am after?What is the difference between and Ex Pass, an Ex Booking and an Ex Pack?I've found the product I want to purchase; but how can I choose a specific date and location? Why do prices for some activities vary in different locations?Can I see a copy of the Ex Pass� (voucher) before I order it?I want to give the Ex Pass� (voucher) as a present - can it be personalized?I forgot to enter the promotional code when I purchased the EX Pass (Voucher). Can I enter this code subsequent to purchasing the EX Pass (Voucher)?

Can I refund my Ex Pass� (voucher)?Can I refund my EX Booking?Will my refund incur a cost?I have redeemed my voucher, but I would now like to refund it, is this possible?

I have an Ex Pass (Voucher), how do I redeem my Voucher?Can I extend my Ex pass� (voucher)?I�m not keen on the experience I�ve been given. I�d rather do something else. Can I change it?Is it possible to redeem an EX Pass (Voucher) that I have purchased for someone else?I have purchased an EX Pass (Voucher); however the recipient is unable to attend. Am I able to attend on their behalf?I have already purchased an Ex Pass (Voucher) and I am now attempting to redeem the EX Pass. Why am I being advised to enter my credit card details again?My voucher has just expired, is it all possible to extend it now that it is not valid?I�m trying to redeem my Ex Pass� (voucher), but it keeps telling me the voucher has already been activated.I've just redeemed my Ex Pass (Voucher); but now I have been prompted that I do not have enough credit to do the experience. What should I do?I've forgotten my login and password. How can I get a new one?

Answer - I am unable to redeem my voucher online, what should I do?

You must redeem you voucher online. Simply follow the online voucher redemption process and receive your Ex Booking (Booking Voucher) or follow our 'how to redeem' guide.If you find a fault and cannot proceed please call for help. If your EX Pass has expired; unfortunately you will not be able to start the redemption process.

Related Questions

I have an Ex Pass (Voucher), how do I redeem my Voucher?Can I extend my Ex pass� (voucher)?I�m not keen on the experience I�ve been given. I�d rather do something else. Can I change it?Is it possible to redeem an EX Pass (Voucher) that I have purchased for someone else?I have purchased an EX Pass (Voucher); however the recipient is unable to attend. Am I able to attend on their behalf?I have already purchased an Ex Pass (Voucher) and I am now attempting to redeem the EX Pass. Why am I being advised to enter my credit card details again?My voucher has just expired, is it all possible to extend it now that it is not valid?I�m trying to redeem my Ex Pass� (voucher), but it keeps telling me the voucher has already been activated.I've just redeemed my Ex Pass (Voucher); but now I have been prompted that I do not have enough credit to do the experience. What should I do?I've forgotten my login and password. How can I get a new one?

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