Terms and Conditions
These terms and conditions apply to the use of the Adrenaline Experiences (Adrenaline) website found at www.adrenaline.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:
1. Making a Purchase
When you purchase and/or use an Adrenaline product, by clicking “Place Your Order”, you become legally bound by these terms and conditions and the Big Red Group Privacy Policy. Please do not proceed to purchase/use your Adrenaline 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 adventure or gift card 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.
Phone: 1300 791 793
Contact Form: https://www.adrenaline.com.au/contact/
2. Voucher Refunds
14 Day Change-of-Mind Refund Policy
If you have purchased an Adventure Voucher from Adrenaline, you can request a refund of the Adventure Voucher within 14 days of the purchase date. The refund excludes any delivery or transaction fees paid at the time of purchase. The change-of-mind refund policy excludes physical products, Flexi Vouchers and bookings.
Conditions of a Change-of-Mind Refund:
- Change-of-mind refunds are only permitted for valid vouchers that have not been used, i.e. where an adventure date has not yet been booked on the Adrenaline system. Once you have requested a booking, your voucher cannot be cancelled and is not refundable for a change-of-mind.
- The refund will be processed back to the purchaser only.
- The Change-of-Mind Policy does not apply to Flexi Vouchers, Gift Cards, Physical Products, or any purchases made through a rewards platform points system (eg. Redii or other partner platforms).
- 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 adventure 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 Adrenaline with any issues with a product or adventure voucher purchased through Adrenaline. Upon receiving your query, Adrenaline will contact the supplier or Adventure 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 products purchased on Adrenaline (e.g. Gifts & Hampers and their contents) they must be of acceptable quality, free from defects, match what was advertised and be reasonably fit for the purpose considering the prices and description provided to you at the point of sale. If there is a major failure with the product not fulfilling any of these criteria then you will be entitled to a refund in accordance with your statutory consumer guarantee rights so long as the complaint is made to us within a reasonable period of time.
- In respect of services, it is the independent Adventure Providers who provide the adventure to you following the redemption of an adventure 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 Adventure Provider not providing the adventure with due skill and care, not providing the adventure within a reasonable period of time within the validity period, or with the adventure 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 Adrenaline Adventures
Adventure Vouchers
The purchaser or recipient of an adventure voucher, at any time during the validity period, can make a booking, for any adventure on the Adrenaline website. The adventure presented on the voucher is only a suggestion from the purchaser of the voucher.
Your adventure voucher is flexible and can be used as a method of payment or any Adrenaline bookings on the website. However, if you choose an adventure of higher value, you will be required and prompted to pay the difference. Additionally, if the new adventure 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.
Gifts & Hampers
Once an Adrenaline Gifts & Hampers product has been purchased and dispatched, it cannot be exchanged or refunded for change-of-mind.
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.
Adrenaline charges a transaction fee to recover the costs it incurs for various payment methods. Adrenaline 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 Adrenaline 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 Adrenaline Gifts
Vouchers
All valid and unused Adrenaline Vouchers are fully transferable. Adrenaline 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 adventure vouchers, flexi vouchers, gift cards and e-gift cards) 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.
Adrenaline and Program Points
These may not be transferred under any circumstances.
Gifts & Hampers
Transfer does not apply to Adrenaline 'Gifts & Hampers'.
Gift cards
Defaced, mutilated, altered, lost, or stolen cards will not be replaced, refunded, or redeemed. Gift cards are redeemable for any product on the Adrenaline website. Not redeemable for cash and cannot be refunded. Cannot be used in conjunction with promotional offers. Gift Cards purchased on or after 31st March 2018 will expire 5 years from the date of issue. For gift cards purchased prior to 31st March 2018, please refer to the individual gift card terms and conditions printed on the back of the card. 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 on 1300 791 793.
6. Lost Vouchers
If an Adrenaline Voucher is received and subsequently lost, the recipient may be eligible to have a replacement voucher emailed to them.
Conditions for replacement of lost Adrenaline Vouchers:
- The voucher is still valid and has not yet been used.
- Proof of purchase is provided; either an order number, purchaser's full name or purchaser's email address.
- Adrenaline is able to correctly verify you as the original recipient.
Please note it is the voucher recipient's responsibility to obtain and provide Adrenaline with all required verification details. Failure to do so will mean no replacement voucher can be issued.
7. Expiry & Extensions: Vouchers
Adventure Vouchers
Adrenaline Adventure vouchers will remain valid for 5 years (60 months) from the date of purchase, subject to the following:
- This applies to vouchers purchased on or after December 1st, 2017.
- If the Adventure 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 adventure supplier will not be obliged to offer the adventure nor to offer the adventure at the same price.
- After 18 months, if the price of the adventure has increased, an additional amount will need to be paid at the time of booking.
- After 18 months, if the adventure is no longer available, the value of the voucher can be used on another Adrenaline adventure.
If you have an adventure voucher purchased before 1st December 2017:
Once an Adventure Voucher has expired Adrenaline is under no obligation to offer an extension; however, we assess such requests on a case-by-case basis and apply the following guidelines;
Voucher - not yet expired
If your voucher hasn't expired, we can extend the value of your voucher for an additional 3 months for an administration fee of $30 + credit card transaction fee.
Voucher - expired
If your voucher has been expired for 90 days or less, we can extend the value of your voucher for an additional 3 months for an administration fee of $30 + credit card transaction fee.
Please note: if the adventure voucher has increased in price, you will be required to pay the additional amount at the point of extension.
If your voucher has been expired for greater than 90 days 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 Adrenaline.
If you are eligible for an extension, please contact one of our Adventure Consultants by getting in contact here. Please note an extension can only be granted once per voucher.
The expiry date is clearly displayed on all Gift Vouchers, however, Gift Vouchers purchased on or after 1st December 2017 are valid for 5 years (60 months) from the date of purchase.
Flexi Voucher
Flexi Vouchers purchased prior to 1st December 2017 must be used within 18 months of purchase, all Flexi 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 31st March 2018 will expire 5 years from the date of purchase. For gift cards purchased prior to 31st March 2018, please refer to the individual gift card terms and conditions printed on the back of the card. Gift cards will be void and may not be redeemed after the expiry date.
8. Voucher & Product Delivery
It is the responsibility of the purchaser to correctly address products, whether by email, post or courier. Adrenaline 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 Vouchers are dispatched from Adrenaline's fulfilment partner based in Sydney.
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.
Voucher Delivery via Email
Adrenaline is not liable or responsible for any loss suffered as a result of a 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 Voucher, please contact us immediately on 1300 791 793 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
- Adrenaline 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.
9. Providers of Adventures
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 Adrenaline as agent for businesses that provide lifestyle and recreational services to customers (‘Adventure Providers').
- Adrenaline is not a provider of adventures and Adventure Providers provide these services to customers. Adrenaline has no responsibility for any services or adventures provided or not provided by the Adventure Provider or any other party.
- Adrenaline makes no warranty or representation regarding the standard of any service to be provided to you by the Adventure Provider.
- All Adrenaline vouchers are issued subject to the terms and conditions of each Adventure Provider and these Adrenaline terms and conditions.
- Adrenaline does not control the business operations of any Adventure Provider.
- Adrenaline make no guarantees or warranties about the services that are provided to you by the Adventure Providers.
10. Adrenaline'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, Adrenaline has:
- No liability for any act, omission or default, whether negligent or otherwise of any Adventure Provider or third party.
- No liability for any loss or damage occasioned by any negligent act or omission of any Adventure Provider or third party.
- Where Adrenaline 's liability cannot be excluded by law, such liability is limited to the value of the Voucher purchased to the extent permitted by law, including the Australian Consumer Law (for more information see section 2).
11. Availability of Adventures
All adventures are offered by Adventure 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 adventures 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 adventures purchased under ‘Last Minute Deals’ which are bound by terms and conditions visible here: https://www.adrenaline.com.au/last-minute-deals/
All Adrenaline adventures are subject to removal from our website at any time without notice.
In the event that an adventure is removed from the site and the Adventure Provider is no longer honouring bookings or an adventure 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 adventure 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 adventure voucher) for the original amount paid excluding any delivery and transaction fees. Where the original purchase was made by Flexi Voucher or Gift Card, the adventure voucher will be credited in the original form of tender.
Adrenaline accepts no liability for the removal of adventure from the website (subject to your statutory consumer guarantee rights, for more information see section 2).
12. Contact Details Given to Adventure Providers
It is your responsibility to ensure you enter your email address and other contact details correctly when you complete the adventure booking process on an Adrenaline website. Failure to do so may result in loss or incorrect delivery of the email confirmation of your adventure. As the adventure provider will be expecting you, you may end up forfeiting your adventure (subject to the adventure provider's terms and conditions).
13. Booking Cancellations
Once your booking has been made it is non-refundable, further, if you cancel it, you may incur a cancellation fee from the Adventure Provider. Our adventure providers have their own cancellation policies which you are bound to follow. In the case of short notice cancellations by you or if you fail to show at the booked time or day, you may lose your voucher completely if the Adventure Provider is unable to fill your space on the day. If an Adventure Provider needs to cancel an adventure for any reason, you will be offered to reschedule to a convenient alternative date. In the event of multiple adventure cancellations by the Adventure Provider or if the Adventure 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), Adrenaline will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.
14. The Weather
Many adventures are weather dependent. You will have the Adventure Provider's details so you can call to confirm whether adverse weather affects your proposed adventure. We suggest you call on the morning of your adventure 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. In the event of multiple cancellations for adverse weather or if the Adventure 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 Adventure
If you have a problem or a complaint on the day of your adventure, please bring this to the adventure provider's attention immediately so that issues may be addressed on the spot, where possible.
16. Insurance
Some of the adventures that we promote as an agent are considered dangerous. Prior to ordering or participating in any adventure you should be aware of the risks involved. Adrenaline can provide further information if you are in any doubt about any adventure. Adventure 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 adventure provider or other third parties as to the need to acquire your own insurance cover.
17. Descriptions of Adventures and Products
Adventures
Independent adventure providers provide the information about their adventures. We try to ensure that our promotional information is accurate and up-to-date. However, the content or format of some adventures may change slightly from time to time. The adventures provider (upon confirmation of each booking) will provide the final details about each adventure. The adventures provider will notify you of any subsequent changes. Your participation in each adventure is conditional upon your acceptance of the adventure provider's terms and conditions at the time your booking is confirmed by the adventure provider.
Products
At certain times we may need to change the contents of Adrenaline 'Gifts & Hampers', for example where individual items are out of stock or have become obsolete. We will ensure that any replacement item is of comparable quality and if this is not possible, you may be entitled to a remedy in accordance with your statutory consumer guarantee rights (for more information see section 2).
18. Illustrations on Our Sites
The photographs used on our websites to illustrate single or multi-location adventures are provided to us by adventures providers and are used as an indication only of the machines, vehicles, craft, venues and animals you will experience.
19. Adventure Locations
Adrenaline adventure 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 adventures may not be available in remote areas.
20. Adventure Session Length
Adventure session lengths are approximate and are given by adventures 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 adventures 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 Adventure
Certain adventures provided by adventure providers are subject to minimum age, weight, health or other restrictions. These restrictions are outlined on the relevant adventure 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 adventure or forfeit the adventure all together. Please refer to section 15 - Cancellations.
22. Other Information
The text and illustrations (including photographs) used by Adrenaline are protected by copyright and must not be copied in whole or in part with the express permission of Adrenaline.
23. Adrenaline Legal Entities
The Adrenaline Australia website (www.adrenaline.com.au) is owned and operated by Adrenaline Experiences Pty Ltd (ABN 72 627 166 527) herein referred to as "Adrenaline". We reserve the right to change these terms and conditions without notice.
24. 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.
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