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Terms and Conditions

Terms and Conditions

These terms and conditions apply to the use of the RedBalloon Australia and New Zealand websites found at www.redballoon.com.au and www.redballoon.co.nz respectively.

These terms and conditions specifically refer to the following products and services which may be purchased or accessed via our websites:

  • Experience Vouchers, Range Vouchers, Gift Certificates/Cards ('Gift Voucher')
    • Experience Voucher – a RedBalloon voucher for a specific experience.
    • Range Voucher – a RedBalloon Red, Bronze, Silver or Gold voucher which allows the recipient to choose an experience from a set range.
    • Gift Certificate/Card – a voucher with a dollar value that can be used as currency to purchase from a RedBalloon website.
  • Direct Ship Items (RedBalloon Gift Boxes and Movie Tickets)
  • RedBalloon Account credits
    • These are credits applied to RedBalloon customer accounts which carry a dollar value that can be used to purchase from a RedBalloon website.
  • RedBalloon Program points
    • Part of some Corporate programs, points are used as currency to purchase from the relevant Corporate program website.

Throughout these terms and conditions, the above products and services are collectively referred to as 'RedBalloon Gift(s)'.

To skip to a particular topic, click on the link below:

  1. Making a Purchase »
  2. Refunds & Returns »
  3. Exchange of RedBalloon Gifts »
  4. Prices »
  5. Transfer of RedBalloon Gifts »
  6. Lost Gift Vouchers
  7. Expiry & Extensions: Gift Vouchers »
  8. Expiry & Extensions: RedBalloon Account credits and Program points »
  9. Gift Voucher Delivery »
  10. Delivery of Direct Ship Items »
  11. Providers of Experiences »
  12. RedBalloon's Liability »
  13. Availability of Experiences »
  14. Contact Details Given to Experience Providers »
  15. Booking Cancellations »
  16. The Weather »
  17. Complaints or Problems During your Experience »
  18. Insurance »
  19. Descriptions of Experiences and Gift Boxes »
  20. Illustrations on Our Site »
  21. Experience Locations »
  22. Experience Session Lengths »
  23. Restrictions on Taking Experiences »
  24. Promotional Offers »
  25. Other Information »
  26. RedBalloon Legal Entities »

1. Making a Purchase

When you purchase and/or use a RedBalloon Gift and tick the box that says 'I understand and accept the Terms and Conditions', you become legally bound by these terms and conditions. Please do not proceed to purchase/use your RedBalloon Gift until you have read, understood and accepted these terms and conditions. If you have any queries, please contact us and we will be pleased to assist.

Australia

Phone: 1300 87 55 00 (inside Australia)
+61 2 8755 0000 (outside Australia)
Fax: (02 9566 4887
E-mail: info@redballoon.com.au

New Zealand

Phone: 0800 555 023 (inside New Zealand
+61 2 8755 0000 (outside New Zealand)
Fax: 0800 555 024
E-mail: info@redballoon.co.nz

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2. Gift Voucher Refunds

14 Day Change-of-Mind Refund Policy

If you have purchased an Experience Voucher from RedBalloon and you are not completely satisfied with your choice, you can request a refund of the Experience Voucher within 14 days of the purchase date.  The refund excludes any delivery or transaction fees paid at the time of purchase.

 

Conditions of Refund:
1. Refunds are only permitted for valid vouchers that have not been used, i.e. where an experience date has not yet been booked on the RedBalloon system.
2. The refund will be processed back to the purchaser only.
3. Any RedBalloon account credits used for the purchase will be refunded in the same form of tender.
4. The Change-of-Mind Policy does not apply to Dollar Gift Certificates, Gift Cards, Gift Boxes or Direct ship items (e.g. movie tickets or physical products dispatched immediately).
5. After the elapse of 14 days from the purchase date, no refunds will be granted for ‘Change-of-Mind’. Un-used, un-expired vouchers can now be exchanged free of charge (please refer to conditions of Exchange).

 

 

Guarantees and Warranties required by law.
 
RedBalloon complies with both Australian and New Zealand Consumer Law in respect of guarantees and warranties for our products and services. In respect of products it is our responsibility to ensure the products (e.g. gift boxes and their contents) are of acceptable quality, free from defects and fit for the purpose considering the prices and description provided to you at the point of sale. If the product does not fulfil any of these criteria then we will consider a refund based on each case so long as the complaint is made to us within a reasonable period of time.
 
In respect of services it is the independent Experience Providers who provides the experience to you following the redemption of an experience voucher. The independent Experience Providers accepts responsibility for compliance with the Australian Consumer Law in respect of services, that is that the experience  was provided with due skill and care and complied with the description made to the purchaser at the time of sale. RedBalloon is not the provider of the experience; see part 11 Providers of Experiences. Subject to the Experience Providers recommended booking notice period, cancellation policy or weather guidelines you may be entitled to a refund of whole or part of the purchase price depending on the circumstances of each case.

 

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3. Exchange of RedBalloon Gifts

Experience and Range Vouchers
If you've received an Experience Voucher or a Range Voucher that doesn't interest you, you can exchange it for a RedBalloon website credit to use towards purchasing an alternative experience.

Conditions of exchange:

  1. Exchanges are only permitted for valid vouchers that have not been used, i.e. where an experience date has not yet been booked on the RedBalloon system.
  2. Vouchers may only be exchanged once without attracting a fee. All subsequent valid exchanges will incur an administration fee of $10 per voucher.
  3. If you exchange your voucher for an experience of lesser value, any remaining balance will be held in credit on your RedBalloon account and subject to the same expiry date as the original voucher. If you exchange for an experience of higher value, you will be required and prompted to pay the difference.
  4. If you exchange your voucher, it will be exchanged for RedBalloon Account credit to the same value as the original voucher. This credit will expire on the same date as your original voucher.

Gift Certificates and Gift Cards
Exchanges do not apply to Gift Certificates and Gift Cards.

Gift Boxes
Once a RedBalloon Gift Box has been purchased and dispatched, it cannot be exchanged.

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4. Prices

We reserve the right to change prices without notice. All prices include Goods and Services Tax (GST) at the current rate of 10% in Australia and 15% in New Zealand. All orders carry a flat transaction fee of A$3.97 and NZ$3.97 respectively.

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5. Transfer of RedBalloon Gifts

Gift Vouchers
All valid and unused RedBalloon Gift Vouchers are fully transferable. RedBalloon accepts no responsibility for any stolen or fraudulent Gift Vouchers. It is the holder's responsibility to ensure the safe keeping of the Gift Voucher(s).

RedBalloon Account Credit and Program Points
These may not be transferred under any circumstances.

Gift Boxes
Transfer does not apply to RedBalloon Gift Boxes

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6. Lost Gift Vouchers

If a RedBalloon Gift Voucher is received and subsequently lost, the recipient may be eligible to have a replacement voucher emailed to them.

Conditions for replacement of lost RedBalloon Gift Vouchers:

  1. The voucher is still valid and has not yet been exchanged or used.
  2. Proof of purchase is provided; either an order number, purchaser's full name or purchaser's email address.
  3. RedBalloon is able to correctly verify you as the original recipient.

Please note it is the voucher recipient's responsibility to obtain and provide RedBalloon with all required verification details. Failure to do so will mean no replacement voucher can be issued.

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7. Expiry & Extensions: Gift Vouchers

Gift Voucher Expiry
RedBalloon Gift Vouchers must be used within 6 months or 12 months of purchase, depending on the voucher type and purchase date:

  1. Experience Vouchers purcahsed prior to 1st December 2010 - must be used (date booked and experience taken) within 6 months of purchase.
  2. Experience Voucher purchased from 1st December 2010 - must be used (date booked and experience taken) within 12 months of purchase.
    1. A 30 day grace period is applied following the expiry date.  During the grace period, if the cost of the experience has increased since the initial purchase you will be required to pay the difference.
    2. The Experience must be booked and taken within the 30 day grace period.
    3. Vouchers cannot be redeemed past the 30 day grace period.
  3. Range Vouchers - must be used (date booked and experience taken) within 12 months of purchase.
  4. Gift Certificates/Cards - must be used within 12 months of purchase.

Expired vouchers are non-refundable in whole or in part. After a voucher has expired, it is no longer valid and all transaction attempts will be declined. Any unused value at the date of expiry will become the property of RedBalloon.

The expiry date is clearly displayed on all Gift Vouchers. Click here to see where to find the expiry date »

Conditions for Extension

If you have an Experience Voucher:

  • If your Experience Voucher expired LESS THAN 30 DAYS ago, a 30 day grace period from the date of expiry may be applied on request. Please call our Customer Experience team on 0800 555 023 to arrange. Note: you may be required to pay the difference in cost if the experience has increased in price since your initial purchase.
  • If your Experience Voucher expired MORE THAN 30 DAYS ago, extensions are not permitted.

If you have a Range Voucher or Gift Certificate/ Card:

  • Extension on Range Vouchers and Gift Certificates/Cards is not permitted under any circumstance.

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8. Expiry & Extensions: RedBalloon Account Credits and Program Points

RedBalloon Account Credits
RedBalloon Account credits carry the same expiry date as the original Gift Voucher. Expired RedBalloon Account credits are non-refundable in whole or in part. After credits have expired, they are no longer valid and all transaction attempts will be declined. Any unused value at the date of expiry will become the property of RedBalloon.

Extensions for use of RedBalloon Account credits are not permitted under any circumstances.

RedBalloon Program Points
Expiry and extensions do not apply to RedBalloon Program points.

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9. Gift Voucher Delivery

It is the responsibility of the purchaser to correctly address gifts, whether by email, post or courier. RedBalloon cannot be held responsible for any damaged, missing or delayed orders where incorrect or incomplete delivery details (address and, if relevant, appropriate delivery instructions) have been provided.

All Gift Vouchers are dispatched from RedBalloon's fulfilment partner based in Campbelltown, NSW (Postcode 2560). 

A redelivery charge will apply (depending on the delivery method chosen) if the item is lost after receipt, if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

Gift Voucher Delivery via Email

  • RedBalloon is not liable or responsible for any loss suffered as a result of a Gift Voucher via email being blocked by filters or firewalls, or where the incorrect email address has been entered by the purchaser. If the recipient does not receive the email Gift Voucher, please contact us immediately on 1300 87 55 00 to send vouchers to an alternative email address. Alternatively, we can change the delivery method which would incur the normal delivery fee of that service.

Delivery via Standard Post

Australia

  • Standard Post delivery is via Australia Post. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using Australia Post's service. If for any reason your Gift Voucher doesn’t arrive, please contact us immediately and we can arrange for the Gift Voucher emailed to you free of charge.

New Zealand

  • Standard Post delivery is via New Zealand Post. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using New Zealand Post's service. If for any reason your Gift Voucher doesn’t arrive, please contact us immediately and we can arrange for the Gift Voucher emailed to you free of charge.

Delivery via Express Post (Australia only)

Australia

  • Express Post delivery is via Australia Post. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using Australia Post's service. We can provide you with the Express Post tracking code to contact Australia Post in the event you need to locate the whereabouts of your delivery.
  • Australia Post only guarantees next day delivery to certain postcodes nationally. To view this list, please visit Australia Post
  • A redelivery charge of $6 will apply if the item is lost after receipt, if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

New Zealand

  • Express Post delivery is not available for purchases made on the New Zealand website.

Delivery via Courier

Australia

  • We use various contracted courier companies. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using this service. Delivery charges are non-refundable.
  • Courier delivery is only available to metropolitan areas of capital cities, excluding Perth and Darwin. Couriers deliver between 9am and 5pm (Mon-Fri) and specific times cannot be guaranteed.
  • Same day delivery is only available within the Sydney Metropolitan area and must be placed before 12:00pm AEST to guarantee same day delivery.
  • Orders for interstate couriers need to be placed before 12.00pm AEST two working days prior to the required delivery date. We make no guarantees with regards to delivery dates and times. For Corporate Orders Only - should you have a deadline delivery prior to 11am, the additional cost of a priority service courier will be charged.
  • A redelivery charge of $20 will apply if the item is lost after receipt, if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

New Zealand

  • We use various contracted courier companies. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using this service. Delivery charges are non-refundable.
  • Courier delivery is only available to metropolitan areas of major cities. Couriers deliver between 9am and 5pm (Mon-Fri) and specific times cannot be guaranteed.
  • Orders for couriers need to be placed before 12.00pm NZST three working days prior to the required delivery date. We make no guarantees with regards to delivery dates and times.
  • A redelivery charge of $32 will apply if the item is lost after receipt, if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

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10. Delivery of Direct Ship Items

  • Direct Ship items refers to RedBalloon Gift Boxes and Movie Tickets.
  • It is the responsibility of the purchaser to correctly address gifts. RedBalloon cannot be held responsible for any damaged, missing or delayed orders where:
  1. Incorrect or incomplete delivery details (address and, if relevant, appropriate delivery instructions) have been provided.
  2. It has been requested that the item be left unattended.
  • We strongly recommend using a business address for delivery. Residential addresses may cause missed delivery issues.

RedBalloon Gift Boxes

  • RedBalloon Gift Boxes are normally dispatched via Australia Post E-Parcel. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using this service. Couriers deliver between 9am and 5pm (Mon-Fri) and specific dates and times cannot be guaranteed. All Gift Box deliveries must be signed for (unless specified to leave unattended) and we cannot deliver to PO Boxes. A redelivery charge of $16.50 will apply if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

Movie Tickets

  • Movie Tickets are delivered via Australia Post's Express Post service. RedBalloon accepts no responsibility for any damage, loss or delay as a result of using this service. We can provide you with the Express Post tracking code to contact Australia Post in the event you need to locate the whereabouts of your delivery.
  • Australia Post only guarantees next day delivery to certain postcodes nationally. To view this list, please visit Australia Post.
  • A redelivery charge of $6 will apply if the item is lost after receipt, if the recipient is unavailable for receipt of delivery, if the delivery address is incorrect or if there is no safe place to leave the item.

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11. Providers of Experiences

  • Gift Vouchers are sold by RedBalloon as agent for businesses that provide lifestyle and recreational services to customers ('Experience Providers').
  • RedBalloon is not a provider of such services or experiences and has no responsibility for any services or experiences provided or not provided by the experience provider or any other party.
  • The experience providers provide services directly to customers.
  • RedBalloon makes no warranty or representation regarding the standard of any service to be provided.
  • All RedBalloon vouchers are issued subject to the terms and conditions of each experience provider and these RedBalloon terms and conditions.
  • RedBalloon do not control the business operations of any experience provider.
  • RedBalloon make no guarantees or warranties about the services that are provided to you by the experience providers.

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12. RedBalloon's Liability

RedBalloon has:

  • no liability for any act, omission or default, whether negligent or otherwise of any experience provider or third party.
  • no liability for any loss or damage occasioned by any negligent act or omission of any experience provider or third party.
  • Where RedBalloon's liability cannot be excluded, such liability is limited to the value of the Gift Voucher purchased.

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13. Availability of Experiences

All experiences are offered by experience providers subject to availability. Bookings should be made at least 3 weeks in advance. If you would like to book during peak times (such as weekends or holidays), you should book further in advance. Bookings are not finalised until you have received the email entitled "Confirmation of your booking". Please be advised that some experiences display availability dates on the website. These dates are guidelines only and are subject to change. We suggest if you plan to purchase a voucher for a date listed at short notice, you contact us to ensure there is still availability before completing the transaction.

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14. Contact Details Given to Experience Providers

It is your responsibility to ensure you enter your email address and other contact details correctly when you complete the experience booking process on a RedBalloon website. Failure to do so may result in loss or incorrect delivery of the email confirmation of your experience. As the experience provider will be expecting you, you may end up forfeiting your voucher (subject to the experience provider's terms and conditions).

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15. Booking Cancellations

Once your booking has been made, if you cancel it, you may incur a cancellation fee from the experience provider. Our experience providers have their own cancellation policies which you are bound to follow. In the case of short notice cancellations by you, you may lose your voucher completely if the experience provider is unable to fill your space on the day. If an experience provider needs to cancel an experience for any reason, you will be notified as soon as possible in order to reschedule a convenient alternative date. RedBalloon will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.

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16. The Weather

Many experiences are weather dependent. You will have the experience provider's details so you can call to confirm whether adverse weather affects your proposed experience. We suggest you call on the morning of your experience if you have any doubt about the weather suitability. If bad weather affects a booking it will be rescheduled at no cost to you. You are required to reschedule as the voucher is non-refundable.

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17. Complaints or Problems During Your Experience

If you have a problem or a complaint on the day of your experience, please bring this to the experience provider's attention immediately so that issues may be addressed on the spot, where possible.

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18. Insurance

Some of the experiences that we promote as agent are considered dangerous. Prior to ordering or participating in any experience you should be aware of the risks involved. RedBalloon can provide further information if you are in any doubt about any experience. Experience providers warrant that they maintain appropriate public liability insurance for all risks associated with its business and service provisions. We make no warranty or representation about their business or services whatsoever. The responsibility rests with you to make independent enquiries with the experience provider or other third parties as to the need to acquire your own insurance cover.

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19. Descriptions of Experiences and Gift Boxes

Experiences
Independent experience providers provide the information about their experiences. We try to ensure that our promotional information is accurate and up-to-date. However, the content or format of some experiences may change slightly from time to time. The experience provider (upon confirmation of each booking) will provide the final details about each experience. The experience provider will notify you of any subsequent changes. Your participation in each experience is conditional upon your acceptance of the experience provider's terms and conditions at the time your booking is confirmed by the experience provider.

Gift Boxes
At certain times we may need to change the contents of RedBalloon Gift Boxes, for example where individual items are out of stock or have become obsolete. We always try to ensure that any replacement item is of comparable quality.

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20. Illustrations on Our Sites

The photographs used on our websites to illustrate single or multi-location experiences are provided to us by experience providers and are used as an indication only of the machines, vehicles, craft, venues and animals you will experience.

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21. Experience Locations

RedBalloon experience providers are located at many of Australia and New Zealand's best locations. We are continually adding locations but occasionally we may need to stop featuring some venues. Where locations are described as "Australia-wide" or "New Zealand-wide" the description is indicative only. Some experiences may not be available in remote areas.

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22. Experience Session Length

Experience session lengths are approximate and are given by experience providers as a guide to the total time you will be at their venue. Unless otherwise stated, you will normally take your turn with the experience provider's other customers and there may be waiting time involved. Any itinerary provided to you is indicative only and the order of events may change.

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23. Restrictions on Taking Experiences

Certain experiences provided by experience providers are subject to minimum age, weight, health or other restrictions. These restrictions are outlined on the relevant experience information page and also in the email of your booking confirmation. Please read this information carefully. It is your responsibility to understand any restrictions prior to confirming your booking. If you are later forced to cancel due to restrictions, you may be liable for charges by the provider of your experience.

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24. Promotional Offers

RedBalloon offers promotional discounts and special offers from time to time ('Promotional Offers' or 'Promotional Codes'). If you have a Promotional Code, it should be entered at the final payment screen where prompted. By redeeming any of RedBalloon's Promotional Codes or Promotional Offers, you agree to accept and comply with all of the following terms and conditions of use.

  1. All discounts arising from Promotional Offers (percentage or dollar discounts) and Promotional Codes are applied to transactions only after any RedBalloon Account credit or points are used.
  2. Promotional Offers and Promotional Codes cannot be used in conjunction with Gift Certificates.
  3. If you have been provided a valid Promotional Code, you must enter it into the designated field in the shopping cart. Otherwise, your discount will not be applied.
  4. Promotional Codes must be used before the designated expiration date. No extensions will be allowed under any circumstances.
  5. Promotional Codes and Promotional Offers cannot be combined.
  6. Unless otherwise specified Promotional Codes may only be used once per person.
  7. Where multiple discounts apply, the user will receive the maximum discount available.
  8. RedBalloon reserves the right to verify the validity of Promotional Code use at any time. If there has been (or we have reason to believe there has been) any unauthorised use we will immediately cease all activity on your Account.
  9. RedBalloon reserves the right to remove any Promotional Offer or Promotional Code without notice at any time.

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25. Other Information

The text and illustrations (including photographs) used by RedBalloon are protected by copyright and must not be copied in whole or in part with the express permission of RedBalloon.

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26. RedBalloon Legal Entities

The RedBalloon Australia and New Zealand websites (www.redballoon.com.au and www.redballoon.co.nz) are owned and operated by RedBalloon Pty Ltd (ABN 13 097 376 442) and RedBalloon NZ Ltd (CO. # 1417960 / GST # 86 288 370) herein referred to as "RedBalloon". We reserve the right to change these terms and conditions without notice.

 

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