In these uncertain times, we know you have questions, so we've done our best to answer them.
Are we still open? Yes, our office is still open although at a much reduced capacity. You can still purchase vouchers which will be valid for 18 months during COVID-19 restrictions, and it’s always possible to book onto events for later in the year using our online system.
What if my voucher runs-out before you re-open? We will extend any vouchers which were valid and unredeemed at the point of lockdown by another six months from the point that we re-open.
What about new vouchers? It’s important to us to look after our customers so all new vouchers booked directly through us will now have an extended expiry period of 18 months from the date of purchase.
When will we start running all events again? We are very much in the hands of the government here. All our providers want to start operating as soon as possible, but it is paramount to follow guidance and ensure customers and staff are safe. Some events are starting to run again from July, and the this will increase as restrictions are further released. Decisions on postponement of events continue to be made as circumstances dictate.
Why are not all events back up and running? Decisions to run events are dependent on many factors, including the country's latest guidance, venue restrictions, operators risk assessments and availability of items required for the preparation of events. We aim to get all events back up and running as soon as is possible.
What have you done during coronavirus? We have been follow government guidance throughout the COVID-19 crisis. All bookings that have had to be postponed during the outbreak are held safely on our system to allow rebooking at a convenient time for our customers in the future.
Can we reschedule our experience? Yes, you can. You will have been sent an email
How will I know if my experience is postponed? We will send you an email to the address on your booking, and will call those who do not respond to confirm that they have seen the email. Please check in your junk email or add ‘firstname.lastname@example.org’ to your safe senders list, and please please, click on the link to confirm you got the email if you do receive one to reduce the number of people our staff need to contact, allowing them to focus on those who really aren’t aware of any update.