Congratulations of your purchase of one of our wonderful experiences packages. No doubt you have received an email from our bookings team and are duly excited to read more about your package.
For more than 80% of our guests, you will never even need to know the details below. However we do understand sometimes circumstances arise which may affect your booking, so please feel free to read through our conditions.
1. Auction Purchase and Booking Process
Thank you for your generous bidding on an experience package via Signed and Framed, Gala Fundraising or Givergy. Your booking will be managed by the dedicated services team at Lyfestyle Experiences. As many of these packages are either 100% donated or heavily discounted, please understand there will be conditions as to making your bookings.
1.1 All experiences will have, at minimum a 6-month expiry; we highly recommend making your booking request within the first 4-8 weeks after you have made your purchase, for use within the advised expiry period. Please see your voucher for precise booking terms.
1.2 Once a booking is made you may be required to complete a booking form and, in some instances,, tender bond payment information (credit card details). Your personal details and credit card details will only be shared with the party relevant to your experience booking (eg. car hire company) and will not be provided to any other third party without your consent.
2. Booking Form Returns
2.1 In many instances our experience packages require the use of a booking form- for example for cinema hire and personal chef at home packages.
2.2 Once a date has been nominated by you, we will provide you with the relevant booking form to complete. We require that booking form to be completed and returned within 7 business days from date of receipt.
2.3 If we do not receive your booking form within that 7-day period then your selected dates will be taken off hold and will be made available to other customers. Therefore, it is in your best interest to return forms as soon as possible to secure your preferred date.
3. Cancellations and Rebooking for Non-Holiday/Accommodation Experiences
3.1 If due to your own personal circumstances- and not due to any unforeseen issues effecting the availability of the supplier (ie. Natural disasters, fire, property damage) you are unable to proceed with your booked dates, you must provide us with a minimum of 14 days’ notice to avoid losing your booking in its entirety.
3.2 A rebooking fee of $99 will apply to apply for you to re-book your experience package within the same expiry period, for another available date.
3.3 If there are no other suitable or available dates within the expiry period, you will have the option to pay for an extension to your booking availability period. This fee varies depending on the package and is also required to cover any pricing increases under our contractual terms with our suppliers.
4. Cancellations and Rebooking for Holidays/Accommodation Experiences
4.1 If due to your own personal circumstances- and not due to any issues effecting the availability of the supplier (ie. Natural disasters, fire, property damage) you are unable to proceed with your booked dates, you must provide us with a minimum of 40 days’ notice (unless otherwise specified on your holiday voucher and/or booking form) to avoid losing your booking in its entirety.
4.2 A rebooking fee of $99 will apply to apply for you to re-book your experience package within the same expiry period, for another available date.
4.3 If there are no other suitable or available dates within the expiry period, you will have the option to pay for an extension to your booking availability period. This fee varies depending on the package and is also required to cover any pricing increases with our contractual terms with our suppliers.
4.4 Please travel insurance is highly recommended for any experience package that requires travel.
4.5 If your package is for one of our international history (or similar) tours, travel insurance is compulsory.
5. Changing your experience package/ upgrading
5.1 In the instance that due to personal circumstances, you are unable to proceed with your original booking, you will have the option to exchange it for other alternate experience package. Lyfestyle Experiences will attempt to provide options where they have a similar financial commitment, to the one that you originally purchased.
5.2 If you wish to proceed with a different experience package from Lyfestyle Experiences, there will be a minimum change-over fee of $199 including GST. Signed and Framed cannot guarantee we can provide a package of equal value, for the same number of guests, or same conditions as your originally purchased package.
5.3 Upon paying the change fee, you will be granted a two-month extension to your original expiry period free of charge, provided the change takes place no later than June 2019. Additional extensions are available up to 18 months however fees will apply in those circumstances and it is subject to availability.
5.4 If you wish to swap your experience package for an experience/accommodation outside the Lyfestyle Experiences catalogue, a $499 administration fee will apply. In addition, a surcharge will apply depending on the experience package that you select, and its cost to Lyfestyle Experiences.
5.5 Fee Structure (see table below)
Fee structure- 2017/18
To extend your voucher Subject to each holiday package. Minimum fee $99 for a 3-month extension.
To change your holiday package $199 (includes 2 month extension)
To change your experience package $99
Cancellation and/or rebooking $99
To change your experience package to one outside Signed and Framed/Lyfestyle Experiences catalogue $499 Administration fee + Surcharge, the cost of which is variable depending on package
5.6 If for whatever reason you cannot proceed with your original booking, and you wish to make a change, please understand that you can upgrade your package. This may include a package that can cater to more guests, is in a different location, or has more flexibility for booking times. To undertake an upgrade, you will need to pay a $99 change fee and the appropriate upgrade fee.
6. Cancellation/ Rebooking due to Natural Disasters and other instances
6.1 In the scenario that you have an experience package booked in through Lyfestyle Experiences, and the supplier becomes unable to execute their role due to natural disaster (such as flood, earthquake etc.) or other circumstances beyond our control (eg. change of management, closure of business) we will endeavour to reschedule your package to a suitable time with up to 12 months extension or organise a suitable replacement package at no fee.
7. Additional Information
7.1 Please note these conditions are an overall perspective of our terms for Lyfestyle Experience packages, please refer to all conditions on your voucher and guide for the specific experience package you purchased for full conditions.
7.2 Should you find any information contrary to these terms and conditions on your voucher/holiday guide please advise Lyfestyle Experiences in writing via bookings@lyfestyle.com.au
Contact Us
If you need any further information regarding our terms and conditions, please contact us. Our office is open from Monday- Friday, 9:30am – 5:30pm. We are generally closed on public holidays.
The bookings team are in from Monday to Thursday 9:00am to 4:30pm Mon-Thursday.
Victorian customers can call our office on 03 9499 9603. Interstate customers can call our office on 1300 85 27 55. Or you can email: bookings@lyfestyle.com.au.
Thank you for taking the time to read this document.
Please ensure you have read and understand it fully. If you do not understand any part of this form, please call our office or email us to discuss your query.
By returning your booking form/nominating dates you acknowledge and accept the terms and conditions Lyfestyle Experiences has presented.