VisitBritainDirect Terms and Conditions

Welcome to the visitbritaindirect.com website and terms and conditions for use. This website is owned and operated by VisitBritain, a statutory body incorporated in the United Kingdom under The Development of Tourism Act 1969 as the British Tourist Authority.


Use of this website

These terms and conditions set out the basis on which you can visit and use our website. Please read them carefully as they contain important information. If you do not agree to these conditions you should cease to use the website immediately.

Before you place an order, if you have any questions about these terms and conditions please email us at us@visitbritaindirect.com.

Whilst we shall endeavor to ensure that this website is available 24 hours a day, we cannot accept any liability if for any reason it is unavailable at any time or for any period of time.


Accuracy of Information

Our website includes descriptions of products and services sourced from third parties. Whilst VisitBritain tries to ensure the accuracy of product descriptions and prices, we cannot accept responsibility if this is not the case and VisitBritain disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the material on this website. VisitBritain shall not be liable for any loss or damage which may arise from the use of any of the information contained on this website or from any inadequacy of this website to meet your requirements. Orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website. All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.


International Use

VisitBritain makes no promise that any products or services offered on this website are appropriate for use in other locations. If you chose to access this website from locations outside the United Kingdom you are responsible for compliance with local laws.


Law and Jurisdiction

These Terms and Conditions and any contract resulting from use of this website are governed by and shall be construed in accordance with English Law and any disputes shall be decided only by the English courts.


Additional Information

Privacy Policy
Order Placement
Delivery Details
Order Cancellations and Refunds


THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS

Buying Red Letter Day Experiences from Enjoy England by Click & Go

Cancellations

Should you need to re-schedule or cancel a booking you have already made, we will always do our best to help. We usually require cancellations to be confirmed at least 28 days before the experience date and we will notify you of any variations to this cancellation period at point of booking. As policies do vary from venue to venue, please note that cancellation may not always be possible. Should you need to cancel at short notice within this period, you may be covered by our Cancellation Guarantee (see details below).

Sometimes we have to cancel an experience for reasons beyond our control, such as the weather or mechanical breakdown. We will do our best to notify you as soon as possible and do everything we can to offer an alternative date or time. We regret that, in these circumstances, we are unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.


Refunds

We are happy to make refunds provided a booking cancellation is confirmed at least 28 days before the experience date, as per our Cancellation policy above. Refunds are always made to the person who purchased the experience, and if originally purchased by credit or debit card, the refund will be credited to the same card.


Restrictions

Certain experiences are subject to minimum or maximum requirements specified by our suppliers; e.g. age, health, height or weight. We will confirm with you at the time of booking if any restrictions apply to the participant. Once booked, you may be liable for charges if you cancel because the minimum requirements are not met. Full details are included in your booking confirmation and we recommend you read this carefully as soon as you receive it.


Experience Description

The information provided about each experience is correct at the time of print. However, the content or format of experiences may change slightly during the year. Current details of each experience are available on our website or by calling our Customer Experience Centre and are included as part of your booking confirmation. Your participation is conditional on your acceptance of the experience description detailed in your booking confirmation. Please check these details carefully upon receipt.


Experience Images

The images used to illustrate experiences, particularly those that take place at more than one location, are used as an indication only. The vehicles, craft, machines, animals and settings at each venue do vary.


Experience Venues

The Red Letter Days network of suppliers includes many of the UK’s best experience venues. We are always adding to the locations we offer, but occasionally we may need to withdraw venues featured here for reasons beyond our control. If your preferred location is withdrawn, you will be offered alternative venues wherever possible, but please note this is likely to be at a different location or with a different supplier. Where locations are stated as ‘UK wide’, locations may be limited in some areas. Each venue has its own terms and conditions (available upon request) and your participation is conditional on your acceptance of these.


Session Lengths

Session lengths are approximate, vary from venue to venue and are given simply as an indication of the time you will spend at the venue. Unless stated otherwise, you will usually be taking turns with other people and there may be waiting time involved. We give itineraries as a guide only and the running order of an event may change.


The Weather

Some experiences are dependent on the weather and we will advise you if you need to call to check the weather before setting out. If your experience is cancelled due to the weather you will be able to re-book, but your re-booked experience remains subject to weather conditions.


Availability

All experiences are offered subject to availability. To help us, please book as early as possible, preferably at least 28 days in advance or further for peak dates such as weekends or holiday periods. Bookings are not confirmed until you receive confirmation in writing from us. You should not make any arrangements in connection with the experience until you have received your booking confirmation.

Vouchers and the associated references must be kept safely and securely. We will take no responsibility for any loss you may incur as a result of voucher theft, impersonation or identity fraud.

Where specific elements of the experience such as vehicles or celebrities are not available due to mechanical breakdown or illness, we reserve the right to make reasonable substitutions on the day. If this is not possible we reserve the right to cancel the experience at short notice.


Free Participant Cancellation Guarantee

The Participant Cancellation Guarantee, applicable to all UK-based experiences, is also included free of charge. A re-booking can be made if cancellation is due to the illness, injury or death of the participant or a close relative, if the participant is summoned to witness attendance in court, or for HM Forces duties less than 21 days prior to the date of their experience taking place. Claims must usually be made in advance, and we will require official countersigned evidence supporting the nature of the claim.

See below for full details of our Cancellation Guarantee, including claim procedure.


Cancellation Guarantee

a) Cancellation Guarantee

We will re-book the participant for the relevant experience, or agree a suitable alternative if this is not possible, for any of the following reasons:

  • The death, accidental bodily injury, illness or summoning to witness attendance in a court of the normal country of domicile/residence of a participant, or the death, accidental bodily injury, illness of a close relative (meaning any immediate relative including fiancé(e)) whose death, injury or illness necessitates the presence in the normal country of domicile/residence of the person concerned, preventing participation.
  • Being summoned to duty by HM Forces where the notice provided to the participant is less than 21 days prior to the commencement of the time and date of the booked experience.

b) Exclusions Applicable to the Guarantee

Re-bookings will not be made where cancellation is due to:

  • Pregnancy and childbirth if delivery were expected within three months of the date of participation in the experience. The existence or aggravation of any disability, condition or illness which originated prior to the date of booking the experience and which has required medical treatment within six months immediately preceding such a date.
  • The existence of any condition or set of circumstances known to the participant at the time of booking the experience which could reasonably have been expected to give rise to cancellation or curtailment of the trip or journey.

All claims made within 21 days of the booked event must be raised by calling 0845 600 7965 in advance of the time or date that the experience is booked for, giving as much notice as possible.

Cancellation requests more than 21 days prior to the booked event are dealt with separately and should be made by contacting our Customer Experience Centre on 0845 640 8000.

In the case of the claim being made relating to a death, this should be reported to us in advance of the time or day of the booking, or at the latest within seven days after the experience was scheduled and confirmed to have gone ahead.

All claims submitted must be supported by documentary evidence, satisfactory to us and by relevant forms countersigned and stamped by a doctor, senior officer in the forces, or appropriate professional governing body. Failure to provide signed supporting documentary evidence may invalidate a claim. Completed claim forms must be returned to us with the necessary supporting documentation no later than 21 days after the booked participation date.


Free Personal Accident Insurance

For your peace of mind, we include free personal accident insurance applicable to all UK-based experiences for participants aged up to 75 years.

Personal injury is covered for £50,000 following death or permanent total disablement. For those under 18, death benefit is restricted to £5,000. Temporary total disablement, which entirely prevents the insured person from engaging in their usual business or occupation, is covered for up to two years at the rate of £150 per week after the first 14 days. Medical expenses are also covered to a maximum of £5,000.

See below for details of insurance cover, including claim procedure.


Insurance

Please note that this is a Summary Document, and does not contain the full terms and conditions of the Insurance Contract arranged for Red Letter Days. Full terms, conditions and exclusions are contained in the Master Certificate of Insurance number IAH0000962, which is available for inspection upon request.

Master Certificate Holder

Red Letter Days as agent for each Insured Person each for his own rights and interests.

Insured Person

Any voucher recipient with respect to vouchers redeemed under the Red Letter Days scheme.

Country Of Domicile

For the purpose of this insurance, this will be the United Kingdom or the Insured Person’s normal country of domicile.

Operative Time

Whilst carrying out an activity sold by or under the control of Red Letter Days.

Your Insurer

Impact Underwriting Limited on behalf of Syndicate 1607 at Lloyd's.

The standard duration of the contract is 12 months from the date on which cover incepts. Any variations to this duration will be shown on The Certificate Schedule.

The IAH Form is a Personal Accident Insurance Contract. The sections that apply to your insurance will be stated on the General Schedule. The General Schedule also states the period of insurance.

Significant Feature And Benefits Of The IAH Form

The Section Schedules describe when the contract operates together with the benefits and limits that apply to each person insured.

Section 1 - Personal Accident

  • Lump sum payments following accidental death or injury resulting in loss of limb, sight, speech, hearing or permanent total disablement
  • Weekly disability income benefits if you are prevented from working following an accident or illness.
  • Medical expenses are payable in addition to a weekly disability claim. The Schedule of Benefits states the amount of cover and maximum limits applicable to each person insured.

Schedule Of Benefits

Personal Accident

To pay in accordance with the following schedule of benefits in the event of the insured person sustaining Accidental Bodily Injury as herein defined causing:

Sum Insured
per Insured Person Benefit
  1. £50,000Death

    2. Disablement:

  2. £50,000Loss of two or more Limbs or both Eyes or one of each
    • £50,000a) Loss of one Limb or Eye
    • £50,000b) Permanent total loss of Speech
    • c) Permanent total loss of Hearing in:
      • £50,000i) both ears
      • £50,000ii) one ear (50% of the Sum Insured)
  4. £50,000 Permanent Total Disablement definition
    Permanent Total Disablement definition 2 (any & every occupation)
  5. Nil Permanent Disability (Continental Scale)
    • Disability income
  6. £150 Temporary Total Disablement (per week)
    • 104 weeksBenefit Period
    • 14 daysDeferment Period
  7. Nil Temporary Partial Disablement (per week)
    • Benefit Period
    • Deferment Period

Medical Expenses

In addition to the Benefits shown for each category of Insured Persons, the Underwriters will pay any Medical Expenses necessarily incurred by the Insured or an Insured Person up to but not exceeding 10% of the total amount paid under Benefits Death, Disablement or Permanent Total Disablement or 25% of the amount paid under Disability Income Benefits, whichever is the greater, but subject to a maximum of £5,000 for each Insured Person.

Aggregate Limits of Liability

£1,000,000 Limit any one Accident / Any One Event

Definitions

Accidental Bodily Injury

A specific physical injury caused in and of itself by a single, unexpected, sudden and unintended event, which occurs at an identifiable time and placed to an Insured Person during the Operative Time and results solely and independently of all other causes and within 12 calendar months of the date of the event in the Death, Loss of Hearing or Speech, Loss of Limb, Loss of Sight, Total Disablement, Partial Disablement or Permanent Total Disablement of an Insured Person.

Loss of Hearing or Speech

Permanent, total and irrecoverable loss of hearing in an ear or permanent, total and irrecoverable loss of speech.

Loss of Eye

Permanent and total Loss of Eye shall be considered as having occurred:

a) in both eyes, if an Insured Person’s name is added to the Register of Blind Persons on the authority of a fully qualified ophthalmic specialist and is without hope of improvement;

b) in one eye, if the degree of sight remaining after correction is 3/60 or less on the Snellen Scale and is without hope of improvement.

Loss of Limb or Limbs

The permanent and complete loss of, or loss of use of limb or limbs at or above the ankle or wrist.

Permanent Total Disablement

Caused other than by loss of limb or eye or speech or hearing, which prevents an Insured Person from engaging totally in any and every occupation for a period of 12 consecutive months and at the end of that period being without prospect of improvement.

Total Disablement or Total Disability

An Insured Person’s complete and physical inability to attend to his usual business or occupation which results solely and independently of any other cause from Accidental Bodily Injury.

Temporary Partial Disablement

Temporary disablement, which prevents the Insured Person from engaging in a substantial part of his usual business or occupation.

Temporary Total Disablement

Temporary disablement, which entirely prevents the Insured Person from engaging in his usual business or occupation.

SIGNIFICANT AND UNUSUAL EXCLUSIONS

General Exclusions that apply to all Sections

  • War (whether war be declared or not), hostilities or terrorism
  • Flying, unless as a passenger or unless supervised by a qualified instructor
  • Suicide or attempted suicide or intentional self-injury
  • Pregnancy within 2 months of the estimated date of delivery, or childbirth
  • Nuclear or radioactive contamination
  • Criminal acts
  • Professional sports
  • Deliberate exposure to exceptional danger (other than in an attempt to save human life)
  • Armed Forces operational duties

Significant And Unusual Limitations

All Sections

Age limit

  • 75 years

Conditions and provisions

  1. Where an Insured Person is under the age of 18 years the Death benefit will be limited to £5,000.
  2. Where an Insured Person is not in full time employment or is a spouse or child of an Insured Person: a) Permanent Total Disablement shall read, "Total Disablement, caused other than by Loss of Hearing or Speech, Loss of Limb, Loss of Sight, which has lasted for at least 12 consecutive months and will in all probability prevent an Insured Person from engaging totally in any and every kind of employment for the remainder of his life"; b) Disability Income benefit will not be payable.
  3. If after Underwriters have made a payment to the Insured in respect of the disappearance of an Insured Person, the Insured Person is found to be living, the Insured shall reimburse the Underwriters in full for all monies paid to them in respect of such disappearance.
  4. Any claim for Disability Income benefits shall be deducted from any subsequent Death, Disablement or Permanent Total Disablement claim as a result of the same insured claim.
  5. All material facts should be disclosed (these are facts which are likely to influence our acceptance or assessment of your insurance). If you are in doubt about facts considered material you should disclose them.
  6. You and we are free to choose the legal system that will apply to this insurance. Unless we specifically agree to the contrary, this insurance will be subject to English Law.
  7. Compensation shall not be payable under more than one of the Items of the Schedule of benefits in respect of the consequences of one Accident.
  8. The total sum payable under this insurance in respect of one or more claims shall not exceed the largest amount of benefit payable under any one of the items contained in the Schedule of Benefits.
  9. If the Aggregate amount of all Benefits payable exceed the Aggregate Limit of Liability the Benefit payable to each Insured Person shall be proportionately reduced until the total of all benefits does not exceed the aggregate Limit of Liability.

Claims Procedure

Claims should be notified to the Broker, Marsh Ltd. Please telephone 0131 311 4223 between 09.00 and 17.00 weekdays and ask for the ‘Red Letter Days’ claims handler.

On the happening of any occurrence likely to give rise to a claim you give us notice in writing as soon as possible and in any event within sixty days. In no event will we be liable to pay any claim where you fail to notify us in writing within 120 days after the date of the occurrence.

You will need to provide us with all information that we reasonably require.

If any claim submitted by you or by any person acting on your behalf shall in any respect be false or fraudulent, we shall be under no liability to make payment in respect of such claim.

All persons under this insurance shall at all times take reasonable precautions to prevent accidents. All expenditure for which benefit is claimed must be reasonable and customary.

Complaints

Any enquiry or complaint should be addressed in the first instance to Red Letter Days who are dedicated to providing you with a high quality service.

If you have any questions or concerns about your insurance or the handling of a claim you should, in the first instance, contact Marsh Ltd, Charter House, 426 Avebury Boulevard, Central Milton Keynes, MK9 2NS.

In the event you remain dissatisfied and wish to make a formal complaint, you can do so at any time by referring the matter to the Complaints Department at Lloyd’s. Their address is:

Complaints Department, Lloyd’s, One Lime Street, London, EC3M 7HA
Tel: 0207 327 5693
Fax: 0207 327 5225
Email: complaints@lloyds.com

Retail Customers: complaints that cannot be resolved by the Complaints Department may be referred to the Financial Ombudsman Service.

Commercial Customers: in the event that the Complaints Department is unable to resolve your complaint, it may be possible for you to refer it to the Financial Ombudsman Service.

Further details will be provided at the appropriate stage of the complaints process.

Financial Services Compensation Scheme

Lloyd’s insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if a Lloyd’s insurer is unable to meet its obligations to you under this contract. If you were entitled to compensation under this Scheme, the level and extent of the compensation would depend on the nature of this contract. Further information about the Scheme is available from the Financial Services Compensation Scheme (7th floor, Lloyds Chamber, Portsoken Street, London E1 8BN) and on their website (www.fscs.org.uk).

Impact Underwriting Ltd, 17th Floor, 30 St Mary Axe, London EC3A 8BF

Impact Underwriting Ltd is an Appointed Representative of Creechurch Underwriting Ltd, which is authorised and regulated by the Financial Services Authority. Part of the Creechurch Group of Companies.

Inclusivity

We welcome the participation of disabled people in our experiences, though we recognise that certain experiences may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the disabled facilities available at specific venues on request.


Complaints

We welcome your feedback on all of our experiences. If you have a problem or complaint on the day, please bring it to the attention of the host or experience manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact our Customer Service department by telephoning 0845 600 7926. Please have your voucher reference, participant and venue details to hand, and we will be happy to take the matter up with the supplier. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.


Other Terms and Conditions

All prices quoted in our promotional literature and on the Enjoy England website include VAT where applicable and are correct at the time of publication.

In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.

Whilst we take every care in choosing our experience suppliers, inclusion of an experience in our range does not mean that we guarantee the safety standards or satisfactory performance of any of the experience suppliers. VisitBritain’s and Red Letter Days’ liability for any claim of breach of obligation regarding any single voucher or experience shall not exceed the price of that experience. This excludes claims arising from personal injury or death due to the negligence of VisitBritain and Red Letter Days.

These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law. In the event of any dispute we and you agree to submit to the jurisdiction of the English courts.