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:
Throughout these terms and conditions, the above products and services are collectively referred to as 'RedBalloon Gift(s)'.
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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.
Phone: 1300 87 55 00 (inside Australia)
Phone: 0800 555 023 (inside New Zealand
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.
If you've received an Experience 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:
Gift Certificates and Gift Cards
Exchanges do not apply to Gift Certificates and Gift Cards.
Once a RedBalloon Gift Box has been purchased and dispatched, it cannot be exchanged.
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 which is clearly highlighted on the final payment screen.
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.
Transfer does not apply to RedBalloon Gift Boxes
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:
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.
Gift Voucher Expiry
RedBalloon Gift Vouchers must be used within 6 months or 12 months of purchase, depending on the voucher type and the purchase date:
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 you have a Gift Certificate/ Card:
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.
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 Sydenham, NSW (Postcode 2204).
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
Delivery via Standard Post
Delivery via Express Post (Australia only)
Delivery via Courier
- Incorrect or incomplete delivery details (address and, if relevant, appropriate delivery instructions) have been provided.
- It has been requested that the item be left unattended.
RedBalloon Gift Boxes
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.
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).
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.