Terms and Conditions
Except where otherwise specified, we, Well&Co Ltd, a company registered in England with company no: 13060006 and registered office address of Hafod Park, Hafod Road, Mold CH7 5JS, United Kingdom trading as “Wellwild” (“we” “us” and “our”), act only as an agent in respect of all bookings we take and/or make on your behalf. For all bookings, your contract will be with the supplier of the arrangements in question.
The details listed below are the principal terms and conditions applied to Wellwild Vouchers.
The Wellwild Voucher has no value unless activated at the point of sale;
The recipient must redeem their Wellwild Voucher by creating an account at wellwild.com. The value of the voucher will then be converted to Wellwild Credit.
Wellwild Credit may be used towards future purchases.
Certain restrictions may apply to experiences and full details are available online for each experience;
Wellwild Vouchers are valid for 1 year following the date of purchase.
The Wellwild Voucher is virtual and cannot be refunded or exchanged for cash, no change will be given and Wellwild will not be liable to replace the Wellwild Voucher for any reason.
Wellwild Vouchers are not a credit, charge or cheque guarantee card.
Wellwild Vouchers can’t be returned or refunded.
Wellwild Credit may not be used to purchase a discounted product or to purchase any product listed in our excluded product range;
If you have any queries about your Wellwild Voucher, just call us on 01352 340012.
EXPERIENCE BOOKING TERMS
We act as an agent on behalf of various local experience Hosts who organise and supply outdoor, active & adventure experiences in the area in which they’re based. References to “Host” in these Booking Conditions, means these third party suppliers organising and providing your experience.
References to “Experience” in these Booking Conditions means the outdoor, active & adventure experiences provided by the Host, which will generally consist of activities and excursions and other experiences as specified on your booking confirmation.
1. YOUR CONTRACT
When making your booking we will arrange for you to enter into a contract with the applicable Host of the Experience (we commonly refer to them as the ‘Host’), as specified on your confirmation invoice. Your booking with us is subject to these Booking Conditions and the specific terms and conditions of the relevant Host(s) you contract with and we advise you to read both carefully prior to booking. The Host’s terms and conditions may limit and/or exclude the Host’s liability to you. Please ask us for copies of these if you do not have them.
Your booking is confirmed and a contract between you and the Host will exist when we send you confirmation on their behalf. Except where explicitly stated otherwise in these Booking Conditions, as an agent we accept no responsibility for the acts or omissions of the Host or for the Experience provided by the Host.
When you make a booking on our website, you will have the opportunity to review all the details of the booking before making payment. Once you have reviewed these details and made payment, we will proceed to confirm the booking. In some instances, we will need to check availability with the Host before confirming the booking.
Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.
In order to book your chosen Experience, you must pay a non refundable 25% deposit at the time of booking (or full payment if booking within 60 days of the experience).
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will inform the Host(s) who may cancel your booking and charge the applicable cancellation fees (as set out in the Host’s terms and conditions).
Except where otherwise advised or stated in the terms and conditions of the Host concerned, all monies you pay to us for Experience will be held by us on behalf of the Host concerned until we make payment to the Host in accordance with our agreement with the Host.
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the Experience that you wish to book before you make your booking.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen Experience at the time of booking.
We recommend that you take out appropriate activity/travel insurance. Your policy of insurance should cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses, as well as ensuring you have cover for any activities you have booked. If you choose to undertake the Experiences without adequate insurance cover, neither we nor the Host will be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
7. SPECIAL REQUESTS
Any special requests must be advised to us at the time of booking e.g. dietary requirements. This should be done in writing as part of your booking. We will pass your request on to the Host but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the Host is not confirmation that the request will be met.
8. FITNESS TO TRAVEL AND MEDICAL CONDITIONS
We are not a specialist disabled experience company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Experience. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen experience.
Acting reasonably, if the Host is unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking on the Host’s behalf or, if you did not give us full details at the time of booking, we will inform the Host who may cancel it and impose applicable cancellation charges, when we become aware of these details.
9. CHANGES AND CANCELLATIONS BY YOU
Any cancellation or amendment request must be sent to us in writing, via the Wellwild website, and will take effect at the time we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that the Host will meet such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Host of your Experience. The Host will charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the Experience and will normally increase closer to the date of departure). Please note: some Hosts do not allow changes and therefore full cancellation charges will apply.
If a trip is cancelled by you for any reason and the booking terms for your trip allow – the deposit paid (defined as 25% of the total experience price) will be automatically converted into Wellwild credit and can be put against booking any other trip.
If you move your booking to a new date, your original booking terms will apply. This decision is final and refunds cannot be requested at a later date.
10. CHANGES AND CANCELLATIONS BY THE HOST
We will inform you as soon as reasonably possible if the Host needs to make a significant change to your confirmed Experience or to cancel them. We will also liaise between you and the Host in relation to any alternative Experience offered by the Host but we will have no further liability to you.
If a trip is cancelled by your supplier/principle for any reason you are entitled to either a full refund, to move your booking to an alternative date or to convert your payment into credit. Your decision to convert your booking to account credit is final once submitted and refunds cannot be requested at a later date.
If you move your booking to a new date, your original booking terms will apply. This decision is final and refunds cannot be requested at a later date.
As the contract for your Experience is between you and the Host, any queries or concerns about your Experience should be addressed to them in the first instance. If you have a problem with your Experience whilst using them, this must be reported to the Host immediately. If you fail to follow this procedure there will be less opportunity for the Host to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
If you wish to complain after your experience, please put your complaint in writing and send it to email@example.com within 28 days of your Experience.
We will endeavour to assist in our capacity as an agent by liaising with the Host on your behalf.
12. ALTERNATIVE DISPUTE RESOLUTION
Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to use alternative dispute resolution.
13. OUR RESPONSIBILITY FOR YOUR BOOKING
Your contract is with the Host and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Experience. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Experience that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected).
We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
14. EVENTS BEYOND OUR CONTROL
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the Host’s (s) control.
15. VISA, PASSPORT AND HEALTH REQUIREMENTS
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before the Experience.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.
16. LAW AND JURISDICTION
These Booking Conditions are governed by English law and we both agree that the courts of England and Wales have exclusive jurisdiction over any dispute, claim or other matter which may arise between us (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scottish or Northern Irish law, as applicable).
17. RATINGS AND STANDARDS
All ratings are as provided by the relevant Host. These are intended to give a guide to the services and facilities you should expect from your accommodation. Furthermore, some Hosts may provide information on the difficulty, fitness and skill requirements for your chosen Experience. This information is intended as a guide only and you must satisfy yourself that you are capable of participating in your chosen Experience. Standards and ratings may vary between suppliers. We cannot guarantee the accuracy of any ratings given.
18. DOCUMENTATION & INFORMATION
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Host in question are intended to present a general idea of the services provided by the Host. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Experience or any other services please contact us.
19. FOREIGN OFFICE ADVICE
You are responsible for making yourself aware of official advice (such as the UK Foreign & Commonwealth Office) in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Events Beyond Our Control (see clause 14).
20. YOUR BEHAVIOUR
You are expected to conduct yourself in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in the Host’s opinion or in the opinion of any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, the Host reserves the right to terminate your booking immediately with no further liability to you. You and/or your party may also be required to pay for loss and/or damage caused by your actions and you and each member of your party will be jointly and individually liable for any damage or losses caused. Full payment for any such damage or losses must be paid directly to the Host prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us because of your actions together with all costs we incur in pursuing any claim against you.
We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
21. REFERRAL SCHEME AND DISCOUNT CODE POLICY
- All discount codes, voucher codes or vouchers will expire after 12 months, unless stated otherwise. To confirm the date of expiry please sign into your Wellwild account.
- All discount codes, voucher codes or vouchers can only be applied to new bookings. They cannot be used towards balance payments for existing bookings.
- All discount codes, voucher codes or vouchers – including those generated by referral codes – do not apply for any private group bookings. If you want to book as a private group – please contact us at firstname.lastname@example.org to discuss – we have alternative discounts available to private groups depending on group size.
- All discount codes, voucher codes or vouchers have zero cash value equivalent, and cannot be exchanged or replaced if lost.
- Discount codes, voucher codes or vouchers may not be transferred between customers.
- A discount code can only be used once: if a trip is cancelled either by the supplier / principle or by you, it will not be reinstated.
- We reserve the right to cancel discount codes, vouchers codes or vouchers at any time.
22.CREDIT AND GIFT CARDS
- Credit or Gift Cards have zero cash value equivalent and cannot be exchanged for cash at any time.
- All credit has an expiry date of 1 years from when they were created. 3. Gift cards are valid for 1 year from the date of sale.
- You can see how much credit you have, and when it expires, at any time in your account area on the website.
- Credit can be used for both deposit and balance payments but you will be required to use credit first before making any additional cash payments.
23. FINANCIAL PROTECTION
Wellwild is a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with the current ”The Package Travel, Package Tours Regulations” all passengers booking with Wellwild are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your Experience due to the insolvency of Wellwild.
Policy Period covers bookings made within the dates specified regardless of date of the experiences.
AVS (ASUA) and the Insurer gather and process personal data in accordance with the EU General Data Protection Regulation (GDPR) and any relevant data protection legislation.
Personal data may be used by AVS (ASUA), the Insurer or third parties for underwriting and claims purposes and in order to administer the policy. AVS (ASUA) and the Insurer will ensure that personal data is kept secure, is used only for the purpose for which it was supplied and is retained only for as long as necessary.
AVS (ASUA) is registered with the Information Commissioner’s Office (ICO) as a data controller and is listed on the Register of Data Controllers. AVS (ASUA) full Privacy Notice is available at https://asua.co.uk/privacy.
Updated: 15 December 2021