Terms & Conditions

These terms and conditions apply to the use of the Experience Oz website found at www.experienceoz.com.au. In addition, the Big Red Group Privacy Policy applies to your use of these websites.

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

• Experience Vouchers, Gift Vouchers / Gift Cards
• Experience Voucher – an Experience Oz voucher for a specific experience.
• Tickets – a ticket, pass or coupon to gain entry to a park, attraction,tour,show or event
• Gift Voucher/ Gift Card – an Experience Oz voucher with a dollar value that can be used as currency to purchase from the Experience Oz website.
• Bookings – an instant booking on the Experience Oz website regardless of payment type

Throughout these terms and conditions, the above products and services are collectively referred to as 'Experience Oz Products'.

1. Making a Purchase

When you purchase and/or use an Experience Oz product, by clicking "Place Your Order", you become legally bound by these terms and conditions and theBig Red Group Privacy Policy. Please do not proceed to purchase/use your Experience Oz product until you have read, understood and accepted these terms and conditions.

When you make a purchase on behalf of another individual (such as purchasing an experience or gift voucher for them) and you provide us with their personal information, you warrant that you are authorised to provide us with that personal information and that we are able to use that personal information for the purposes as set out in our privacy policy. This would include, for example, using their email address to undertake delivery of the purchase.

If you have any queries, please contact us and we will be pleased to assist.

Contact our friendly customer service team atinfo@experienceoz.com.au

2. Voucher Refunds

14 Day Change-of-Mind Refund Policy

If you have purchased a Voucher from Experience Oz, you can request a refund of the Voucher within 14 days of the purchase date if you have a change-of-mind. The refund excludes any delivery or transaction fees paid at the time of purchase. The change of mind refund excludes

• Bookings once a tour or service has commenced, or in respect of any package, accommodation, meals or any other services utilised.
• Tickets for a Theme Park, Attraction, Event, Tour or Show.
• Gift Vouchers.
• Tour or Package commencing during a Special Event Period. (This includes, but is not limited to, Trade Fairs, Public or National Holidays, School Holidays, New Year's, Christmas, Easter, Ramadan).

Conditions of a Change-of-Mind Refund:

1. Change-of-mind 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 Experience Oz system. Once you have requested a booking, your voucher cannot be cancelled and is not refundable for a change-of-mind.
2. The refund will be processed back to the purchaser only.
3. The Change-of-Mind Policy does not apply to Gift Vouchers, or any purchases made through a rewards platform points system.
4. 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 be used for a different experience of your choice.

Guarantees and Warranties Required By Law

The Change of Mind policy above is in addition to your rights under both Australian and New Zealand Consumer Law in respect of guarantees and warranties for our products and services which by law cannot be excluded.

You should contact Experience Oz with any issues with a product or experience voucher purchased through Experience Oz. Upon receiving your query, Experience Oz will contact the supplier or Experience Provider to endeavour to resolve the issue on your behalf. If your issue cannot be resolved, we will provide you a remedy in accordance with your statutory consumer guarantee rights and these terms and conditions.

In Particular:

• In respect of services, it is the independent Experience Providers who provide the experience to you following the redemption of an experience voucher (see section 9). You will be entitled to a refund in accordance with your statutory consumer guarantee rights if there is a major failure with the Experience Provider not providing the experience with due skill and care, not providing the experience within a reasonable period of time within the validity period, or with the experience not being fit for the purpose described at the point of sale.

Please note that refunds can only be processed back to the original purchaser.

3. Selection of Experience Oz Products

Experience Vouchers

The purchaser or recipient of an experience voucher, at any time during the validity period, can make a booking, for any experience on the Experience Oz website. The experience presented on the voucher is only a suggestion from the purchaser of the voucher.

Your experience voucher is flexible and can be used as a method of payment or any Experience Oz bookings on the website. However, if you choose an experience of higher value, you will be required and prompted to pay the difference. Additionally, if the new experience chosen is of lesser value, any remaining balance will be held on that voucher for use at a future date.

The value of your voucher that becomes available does not include any delivery or transaction fees paid at the time of purchase.

Booking Requests

Availability via booking requests can take between 2-4 hours to be confirmed or denied. Make sure to allow for this in your plans.

4. Prices

We reserve the right to change prices without notice. Where applicable, all prices include Goods and Services Tax (GST) at the current rate of 10% in Australia and 15% in New Zealand.

Experience Oz may charge a transaction fee to recover the costs it incurs for various payment methods. Experience Oz charges no fees for payments made using debit cards, ZipPay or AfterPay and fees will not apply when redeeming a voucher.

Transaction fees vary dependent on the payment method chosen.

If transaction fees apply, the transaction fees charged will be clearly displayed to Experience Oz customers at the time of purchase.

Sometimes, despite our best efforts, products may be incorrectly displayed on our website at a price that is lower than the correct price. Where there is such a manifest error, we will notify you of the error as soon as possible to provide you with the option of purchasing the product at the correct price. In the event that you do not wish to pay the correct price, we reserve our rights to cancel your order, in which case we will refund you any payments that you have made to us in respect of that product.

5. Transfer of Experience Oz Gifts

Vouchers

All valid and unused Experience Oz Vouchers are fully transferable. Experience Oz accepts no responsibility for any stolen or fraudulent Vouchers. It is the responsibility of the person who holds possession of the voucher to ensure the safe keeping of the Voucher(s).

Vouchers (including experience vouchers, gift vouchers,) may not, without the prior written consent of the Big Red Group, be resold or offered for resale (including via on-line auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes. If a voucher is sold or used in breach of this condition, the voucher may be cancelled without a refund and holder of the voucher will be unable to use the voucher.

Big Red Group cannot guarantee the validity of any voucher offered for resale on 3rd party websites such as Viagogo, Facebook, eBay or Gumtree.

Experience Oz and Program Points

These may not be transferred under any circumstances.

Gift Vouchers and Gift cards

Defaced, mutilated, altered, lost, or stolen vouchers and/or cards will not be replaced, refunded, or redeemed. Gift Vouchers and Gift cards are redeemable for any product on the Experience Oz website. Not redeemable for cash and cannot be refunded. Cannot be used in conjunction with promotional offers. Gift Vouchers and Gift Cards purchased on or after 1st November 2019 will expire 5 years from the date of issue. For Gift Vouchers and Gift Cards purchased on or prior to 31st October 2019, please refer to the individual gift voucher and gift card terms and conditions printed on the voucher or card. Gift Vouchers and Gift cards will be void and may not be redeemed after the expiry date. Cannot be reloaded. We reserve the right to change the Terms of Use at any time. For further assistance, contact us atinfo@experienceoz.com.au.

6. Lost Vouchers and/or Tickets

If an Experience Oz Voucher or Ticket is received and subsequently lost, the recipient may be eligible to have a replacement Voucher or Ticket emailed to them.

Conditions for Replacement of Lost Experience Oz Vouchers or Tickets:

1. The voucher or ticket is still valid and has not yet been used.
2. Proof of purchase is provided; either an order number, purchaser's full name or purchaser's email address.
3. Experience Oz is able to correctly verify you as the original recipient.
4. The replacement of a voucher or ticket meets with the relevant experience provider's terms and conditions.

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

7. Expiry & Extensions: Vouchers

Experience Vouchers

Experience Oz Experience vouchers will remain valid for 5 years (60 months) from the date of purchase, subject to the following:

*Excludes Theme Park Tickets

1. This applies to vouchers purchased on or after 1st November 2019.
2. If the Experience Voucher is not booked and taken within 18 months the amount paid for the voucher will be preserved for a further 42 months but the experience supplier will not be obliged to offer the experience nor to offer the experience at the same price.
3. After 18 months, if the price of the experience has increased, an additional amount will need to be paid at the time of booking.
4. After 18 months, if the experience is no longer available, the value of the voucher can be used on another Experience Oz Product.

If your voucher has expired the voucher cannot be extended under any circumstances. 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 Experience Oz.

Gift Voucher

Gift Vouchers purchased prior to 1st November 2019 must be used within 12 months of purchase, all Gift Vouchers purchased after this date must be used within 5 years (60 months) from the date of purchase.

Gift Cards

Gift Cards purchased on or after 1st November 2019 will expire 5 years from the date of purchase.

8. Voucher Delivery

It is the responsibility of the purchaser to correctly address products, whether by email, post or courier. Experience Oz 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.

Voucher Delivery via Email

Experience Oz is not liable or responsible for any loss suffered as a result of a Voucher or Ticket sent 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 Voucher or Ticket, please contact us immediately on 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 Express Post

Australia

• Express Post delivery to physical locations is via Australia Post
• Experience Oz accepts no responsibility for any damage, loss or delay as a result of using courier services. We can provide you with the Express Post tracking code to the courier service in the event you need to locate the whereabouts of your delivery. Check Is this relevan to Ex Oz

All printed Vouchers are dispatched from Experience Oz's fulfilment office based in Gold Coast, QLD, and are subject to postage and shipping charges.

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.

In some circumstances where delivery has been attempted but unsuccessful, the item will be taken to the nearest post office.

9. Providers of Experiences

Nothing in these terms (including the exclusions and limitations in this section 9) excludes, restricts or modifies any guarantee, right or remedy that under law cannot be excluded, modified or restricted such as your statutory consumer guarantee rights, including under the Australian Consumer Law (for more information see section 2 and section 11).

Subject to such legislation:

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

10. Experience Oz's Liability

Nothing in these terms (including the exclusions and limitations in this section 10) excludes, restricts or modifies any guarantee, right or remedy that under law cannot be excluded, modified or restricted such as your statutory consumer guarantee rights, including under the Australian Consumer Law (for more information see section 2 and section 11). Subject to such legislation, Experience Oz 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 Experience Oz 's liability cannot be excluded by law, such liability is limited to the value of the Voucher or Ticket purchased to the extent permitted by law, including the Australian Consumer Law (for more information see section 2).

11. Availability of Experiences

All experiences are offered by Experience Providers subject to availability. Bookings are recommended to 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 that 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.

The above excludes experiences purchased under 'Hot Deals' which are bound by terms and conditions visible here:https://www.experienceoz.com.au/en/things-to-do/hot-deals

All Experience Oz experiences are subject to removal from our website at any time without notice.

In the event that an experience is removed from the site and the Experience Provider is no longer honouring bookings or an experience is otherwise no longer available, you will be offered a choice of remedy in accordance with your statutory consumer guarantee rights such as an alternative experience of the same value (if available) or a refund back to the original purchaser only (for more information on your statutory consumer guarantee rights see section 2).

Where you choose to receive a refund, the refund will be processed back to the purchaser only (we are unable to provide a refund to the recipient of an experience voucher) for the original amount paid excluding any delivery and transaction fees. Where the original purchase was made by Gift Voucher or Gift Card, the experience voucher will be credited in the original form of tender.

Experience Oz accepts no liability for the removal of experience from the website (subject to your statutory consumer guarantee rights, for more information see section 2).

12. 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 an Experience Oz 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 experience (subject to the experience provider's terms and conditions).

13. Booking Cancellations

Our experience providers have their own cancellation policies which you are bound to follow. Please refer to the cancellation terms section on the product description page for the policy specific to your chosen experience. In the case of cancellations by you or if you fail to show at the booked time or day, 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 offered to reschedule to a convenient alternative date, or provided with a credit from the supplier. In the event of multiple experience cancellations by the Experience Provider or if the Experience Provider cannot reschedule within a reasonable period of time, you may be entitled to a remedy in accordance with your statutory consumer guarantee rights (for more information see section 2). Except as required by your statutory consumer guarantee rights (for more information see section 2), Experience Oz will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation unless covered specifically under ourCancellation Guarantee.

In all other circumstances, cancelling a booking with Experience Oz can result in cancellation fees being applied by Experience Oz, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Experience Oz Voucher for specific details). When cancelling any booking you will be notified via email, facsimile or telephone of the total cancellation fees.

14. 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, you will be offered alternative times to reschedule at no cost to you, or provided with a credit from the supplier. if the supplier is unable to reschedule, please contact Experience Oz within 7 days of the cancellation to arrange a recredit to the payment method you used to make the booking. In the event of multiple cancellations for adverse weather or if the Experience Provider cannot reschedule within a reasonable period of time, you may be entitled to a remedy in accordance with your statutory consumer guarantee rights (for more information see section 2). 

15. 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.

16. Insurance

Some of the experiences that we promote as an agent are considered dangerous. Prior to ordering or participating in any experience you should be aware of the risks involved. Experience Oz 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 (subject to your statutory consumer guarantee rights, for more information see section 2). 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.

17. Descriptions of Experiences

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 experiences provider (upon confirmation of each booking) will provide the final details about each experience. The experiences 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.

18. Illustrations on Our Sites

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

19. Experience Locations

Experience Oz experience providers are located at many of Australia'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" the description is indicative only. Some experiences may not be available in remote areas.

20. 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.

21. Restrictions on Taking Experience

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 or forfeit the experience all together. It is your responsibility to adhere to the State-based rules and guidelines relating to COVID-19. You may be turned away on the day of the experience if you are not able to produce evidence that you have complied with the State-based regulations, such as full vaccination or medical exemption. Failure to adhere to these or other State-based guidelines may result in forfeiture of monies paid. Please refer to section 15 - Cancellations.

22. Promotional Offers

Experience Oz 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 Experience Oz's Promotional Codes or Promotional Offers, you agree to accept and comply with all of the following terms and conditions of use.

1. Promotional codes carry a minimum spend value unless stated otherwise. This minimum spend value refers to payments made using any accepted payment method excluding vouchers and gift cards.
2. Promotional Offers and Promotional Codes cannot be used in conjunction with Gift Vouchers or Gift Cards.
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 Promotional Codes are offered, only one can be used per transaction.
8. Where multiple discounts apply, the user will receive the maximum discount available.
9. Experience Oz 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 act to rectify this.
10. Experience Oz reserves the right to remove any Promotional Offer or Promotional Code without notice at any time.
11. Promotional Offers and Promotional Codes may be subject to additional terms and conditions as specified in the relevant Promotion from time to time, including but not limited subscription to the Experience Oz newsletter.

23. Other Information

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

24. Experience Oz Legal Entities

The Experience Oz Australia website (www.experienceoz.com.au) is owned and operated by Experience Oz Pty Ltd (ABN 28 632 532 579) herein referred to as "Experience Oz". We reserve the right to change these terms and conditions without notice.

25. Information security

Notwithstanding the reasonable steps taken to keep information secure, breaches may occur. In the event of a security incident we have in place procedures to promptly investigate the incident and determine if there has been a data breach involving personal information, and if so, to assess if it is a breach that would require notification. If it is, we will notify affected parties in accordance with Privacy Act requirements.

In the event of a security incident involving unauthorised access, use or disclosure of personal information where a third party with whom we share personal information is involved, we will seek to work cooperatively with them to protect the personal information we have shared with them.

26. Competition Terms & Conditions

For all Experience Oz competition terms and conditions please see the relevant competition page.

27. Customer ratings and reviews terms of use

We encourage you to leave feedback on your experience with Experience Oz and the experiences Experience Oz offers.

All submitted content is subject to these terms of use. In the event of a conflict between these terms andBig Red Group's Privacy Policy, these terms will prevail to the extent of the inconsistency.

By submitting any content to Experience Oz, you represent and warrant that:

• You are the sole author and owner of the intellectual property rights of the content of your review, and that the content of your review does not infringe any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy.
• For any content that you submit, you grant Experience Oz a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you;
• All "moral rights" you may have in such content have been voluntarily waived by you (including rights of attribution or integrity) that may subsist in your content and agree you have no objection to the publication, use, modification, deletion or exploitation of your content by Experience Oz;
• You are at least 18 years old if completing a review for an experience that includes alcohol;
• You have not been compensated or granted any consideration by any third party for your review, and that you are providing your review in good faith and in the spirit in which the process is intended;
• Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity;
• The content you provide to Experience Oz: is not false, inaccurate or misleading; does not violate any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising) does not contain any content which is defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation; does not contain any computer viruses, worms or other potentially damaging computer programs or files; and
• The content you provide does not contain any of the following types of content or violates other guidelines: Obscenities, discriminatory language, or other language not suitable for a public forum; advertisements, "spam" content, or references to other products, offers, or websites; email addresses, URLs, twitter handles, phone numbers, physical addresses or other forms of contact information; critical or spiteful comments about other reviews posted on the page or their authors.

You agree to indemnify and hold Experience Oz and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, harmless from all claims, demands, and damages (direct or indirect) including reasonable legal fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

All content that you submit will be used at Experience Oz's sole discretion. Experience Oz reserves the right to change, condense or delete any content on Experience Oz's website that Experience Oz deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Experience Oz does not guarantee that you will have any recourse through Experience Oz to edit or delete any content you have submitted. You acknowledge that you, not Experience Oz, are responsible for the contents of your submission. None of the conent that you submit will be subject to any obligation of confidence on the part of Experience Oz, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

By submitting your email address in connection with your rating and review, you agree that Experience Oz and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

From time to time Experience Oz may offer customers incentives to leave reviews (e.g. discount coupon/entry into prize draws, etc.) As it is important to Experience Oz that reviews are impartial and honest, these incentives will be available to customers regardless of whether the review is positive or negative.

Review Writing Guideline

Writing guidelines

We want to publish your review, so please:

• Focus on the product you have purchased or experienced and your individual experience using it
• Provide details about why you liked or disliked a product or experience
• Talk specifically about the experience – likes and dislikes
• Avoid anything that could be offensive
• Omit any personally identifying information, such as names
• Avoid writing about customer service, contact us instead if you have issues requiring immediate attention
• Refrain from mentioning company names, competitors or the specific price you paid for the product