Can I exchange my experience voucher?
Experience Vouchers are totally flexible and can be used to book any other experience advertised. Vouchers may only be exchanged once, without attracting a fee. All subsequent valid exchanges will incur an administration fee of R150-00 per voucher.
In order to make an exchange, browse through the experiences on our website and choose an alternative experience. Take note of the Item Number of the new experience. Then, email a request to us, stating the Voucher Number you wish to exchange, as well as the Item Number of the new experience. We will respond within 48 hours.
If your new chosen experience is of greater value than your original experience, you will be required and prompted to settle the difference.
If your new chosen experience is of a lesser value, a Gift Certificate will be issued for the difference, to be used against a future purchase.
All exchanges are subject to the same expiry date as the original voucher.
How long will I have to use my voucher?
Most Experience Vouchers are valid for 12 months from date of purchase. Some vouchers, however, are valid for a shorter period. The exact expiry date is printed on the voucher. You must book and take your experience before this expiry date, or the voucher will no longer be valid.
Gift Certificates are valid for two years from date of purchase. The exact expiry date is printed on the certificate. You must use the certificate before this expiry date, or it will no longer be valid.
Expired vouchers and certificates are non-refundable in whole or in part. After a voucher or certificate has expired, all attempted transactions will be declined. Any unused value after the expiry date, becomes the property of LIVE it.
Some experiences are sold as Time Limit Experiences. This means that the participation date must be both booked and taken by the Time Limit Experience Date. This date is clearly stated both on our website at time of purchase and on the voucher.
If a Time Limited Experience has not been booked and taken by the Time Limit Experience Date shown, that voucher will no longer be valid and is non-refundable.
May I have a refund?
Experience Vouchers bought from LIVE it can be refunded within 7 days of purchase only. Where dates have already been booked and confirmed with an experience provider, refunds are strictly subject to their cancellation policy (see our Terms & Conditions).
Refunds are always made to the person who made the original purchase. Vouchers originally purchased by credit or debit card will be credited to that same card. Purchases paid for by EFT will be refunded by EFT. Any delivery fees and bank charges will be deducted prior to refunds.
Email a request to us, stating the Voucher Number you wish to have refunded. We will respond within 48 hours.
Gift Certificates are not refundable under any circumstances.
Please may I have more information about my experience?
Our experience providers are always happy to answer any questions you may have regarding their venue, experience format, equipment and restrictions. If you have any specific queries or concerns, these should be addressed before you make your booking. Every Experience Voucher includes the contact details of the service provider concerned.
If you have a more general inquiry, feel free to call our Customer Hotline on 086 LIVE it (548 348) and we will be happy to help. Kindly note, however, that we are not able to advise you regarding the availability of an experience, nor can we make a booking on your behalf.
What happens if my booked experience is cancelled?
Once you have confirmed a date with an experience provider, you are bound by their terms and conditions regarding changes or cancellations. It is not possible to change the booking unless the venue agrees to the change.
Sometimes an experience provider may need to cancel the experience at short notice, for reasons beyond their control, such as adverse weather conditions, illness or mechanical breakdown. We strongly recommend, therefore, that you contact the venue on the day before you depart for your experience, to check. We regret that in the event of cancellation, LIVE it is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.
Are there any restrictions on taking part in the experiences?
Some of our experiences (typically driving or flying experiences) have weight or height restrictions, which are usually dictated by the vehicle or aircraft in which the experience will take place. Others may have an age restriction for insurance or legal. Some of our driving experiences may also require a South African driving licence. Restrictions may vary between venues. The majority of our experiences require you to be in a reasonable state of health and fitness, and some (such as Tandem Skydive, Parachute Jump and Scuba Diving) require more detailed medical information. If you are in any doubt about your ability to take part in any of our experiences, please contact the venue directly and check before making your booking.
Alternatively, our Customer Services team will be happy to advise you on the suitability of experiences.
It is your responsibility to ensure that you choose an experience suitable for your intended recipient. We will not be held liable to refund you, should you purchase an experience and its restrictions render it unsuitable for the recipient.
What happens if my experience is no longer available?
The LIVE it network of suppliers includes many of South Africa’s best experiences and venues. We are always adding to the items we offer, but occasionally we may need to withdraw a venue or experience featured here, for reasons beyond our control.
If your venue or experience is withdrawn, you will be offered an alternative venue or experience, wherever possible, but please note that this is likely to be at a different location and/or with a different supplier. Each venue has its own terms and conditions and your participation is conditional upon your acceptance of same.
How can I give feedback following my experience?
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 matter right. If your problem is not resolved on the day, please write to us stating your name, voucher number, venue details, the person you spoke to and the specific circumstances and we will be happy to take the matter up with the supplier.
Generally, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.
How do I become an experience provider?
If you would like to become an experience provider please contact Neil Cohen on 086 LIVE it (548 348) or on 082 440 3125, or email admin@LIVEit.co.za. Alternatively, click here to contact Neil online.