Vouchr Customer Terms

When you buy a voucher on Vouchr, you are buying it from the business that issues it. Vouchr Ltd runs the website, and your payment goes to that business through Stripe.

These terms explain what you are buying, how to use it, and what happens if something goes wrong. They apply to every voucher bought through vouchr.co.uk. Each voucher also has its own details (price, expiry, conditions), shown on the voucher page and again before you pay. If a voucher's own details are more specific than these terms, the voucher's details apply to that voucher.

In these terms, "we", "us" and "Vouchr" mean Vouchr Ltd. "The business" means the business that issues and honours the voucher you are buying. "Voucher" means a digital voucher bought through Vouchr.

Nothing in these terms takes away any right you have under the law that cannot lawfully be excluded.

Every voucher page shows, before you pay:

• the voucher's name and what it includes;
• the business that issues it, with its address, email and phone number;
• the full price you will pay;
• what the voucher is worth, or what it entitles you to;
• anything it does not include, and any conditions on using it.

The price shown is the total you pay. We do not add booking fees or other charges at checkout. If the business has a condition on using the voucher (for example, a single visit, or a set number of visits), it is shown on the voucher page and in your confirmation email.

There are three kinds of voucher:

• Balance vouchers are worth a set amount of money. You can spend that amount across more than one visit until it runs out.
• Single-use vouchers are used in one go.
• Multi-visit vouchers (for example a punch card) can be used a set number of times.

A voucher is not cash. It can only be used with the business that issued it, and it cannot be exchanged for money except where these terms or the law say otherwise.

Your voucher is valid from the day you buy it. Every voucher stays valid for at least 6 months, and no more than 36 months. The business chooses the length for each voucher, and it is shown on the voucher page before you pay.

Your expiry date is worked out from the day you buy, using UK time. The voucher stays valid until the end of that day (11:59pm UK time). Your confirmation email and your voucher page both show the exact date.

The business has not agreed any extensions unless the voucher page says so. If you need more time, ask the business directly. They are not obliged to agree, but many will help.

We do not set booking deadlines. If the business needs you to book ahead, or has days or times when the voucher cannot be used, this is shown under the voucher's conditions. Please check availability with the business before making plans.

When a voucher expires, it can no longer be used, unless the business chooses to honour it. This does not affect any right you have under the law.

To use your voucher:

1. Open your voucher from the email we sent, or from your voucher page.
2. Go to the business (in person, or as the voucher page explains) and book first if the conditions say you need to.
3. Show your voucher and its code to the business. They will check it and mark it as used.
4. If the business asks for anything else (for example photo ID), it will be listed under the voucher's conditions.

The business's address, email and phone number are on the voucher page, so you can ask about availability or booking before you go.

Partial use. A balance voucher can be used over several visits until the balance reaches zero. A multi-visit voucher can be used for the number of visits it includes. Each time a balance or multi-visit voucher is used, we email the person who bought it to show what is left. Unless the voucher page says otherwise, a balance voucher does not give change in cash.

Conditions. The conditions on the voucher page are part of your contract with the business. The business can only refuse to honour a voucher for a reason in those conditions, or for a reason the law allows (for example, if the voucher has expired, has already been used up, or the code is not valid).

Your voucher is delivered by email as soon as your payment is confirmed. It should arrive within a few minutes.

The email goes to the address you gave at checkout, or to the recipient if you are buying the voucher as a gift. Please check the address is correct before you pay, because you can review and correct your details at the checkout.

If your voucher has not arrived, check your junk or spam folder first. If it still has not arrived after a few minutes, contact us at contact.vouchr@gmail.com and tell us the email address you used.

If you buy a voucher as a gift, you are responsible for giving us the right email address for the recipient. We send the voucher, and your gift message if you wrote one, to that address only. We use personal details in line with section 11.

You can cancel your purchase and get a full refund within 14 days, as long as you have not used any of the voucher. A voucher being delivered by email does not stop you cancelling.

How to cancel. Use the "Request a refund" link in your confirmation email and enter your voucher code, or email us at contact.vouchr@gmail.com with your order reference and we will help. The full amount you paid goes back to the way you paid, and should appear on your original payment method shortly.

The 14 days. The 14 days start the day after you buy the voucher. They are counted in UK time.

After 14 days. Once the 14 days are over, we cannot cancel or refund the voucher on your behalf. The voucher is a contract with the business, so any request for a refund after that goes to the business. They can choose to help, and we do not stop you asking.

If you have used part of the voucher. You cannot cancel the part you have used. If you have used some of a voucher, ask the business how a refund of the rest would work.

Your legal rights. Nothing here takes away a right to cancel or to a refund that the law gives you. Where the law gives you a right that is better than the one above, the law applies.

If your code does not work, the voucher has not arrived, or the business will not honour a voucher that is still valid, contact the right person first:

• The business, for anything to do with using the voucher, booking, or the service itself. Their email and phone number are on your voucher page.
• Vouchr, for a voucher that did not arrive, a payment problem, or a problem with the website. Email contact.vouchr@gmail.com.

The business is responsible for providing what the voucher promises. If it does not, tell us. We will pass your complaint to the business, ask it to respond, and aim to reply to you within 5 working days.

If a business closes or stops honouring vouchers. We may let buyers know if we hear of it, but we do not control the business. Within the 14-day cancellation period, you can cancel and be refunded as set out in section 5. After the 14 days, if the business has closed or will not honour a voucher, Vouchr is not responsible for refunding or replacing it, or for the business's failure to honour it. You would need to take that up with the business you bought from, or with your bank or card provider if you think you are entitled to something from them.

If a business is suspended. If we stop a business from selling new vouchers, vouchers already sold can still be used with that business. Its voucher pages may no longer be visible.

Wrong code or too many attempts. If a voucher is locked after too many wrong codes, contact us at contact.vouchr@gmail.com and we will help.

Keep your voucher and its code safe. Anyone who has the code can try to use it, and we cannot tell who is holding it. Only share it with the person you are giving the voucher to, or with the business when you use it.

Lost or misused vouchers. If you think your voucher has been lost, stolen or used without your permission, email contact.vouchr@gmail.com straight away with your order reference. We will look into it and, where we can, work with the business to stop further use. We cannot promise to recover value that has already been used.

Gifting. You can buy a voucher as a gift. Once you have bought it, the recipient can use it. A voucher cannot be passed on to another person through Vouchr after it has been delivered.

Resale. Do not sell or advertise a voucher for more than you paid, or trade vouchers as a business. A business may refuse a voucher it reasonably believes was resold in breach of this.

Nothing in this section takes away any right you have under the law.

You are buying the voucher from the business named on the voucher page. That business sells the voucher, and it is responsible for what the voucher promises and for honouring it.

Vouchr Ltd runs the website where you buy. We do not provide the goods, services or experiences that vouchers are for.

We show you the business's name, address, email and phone number on its voucher page, before you pay.

The platform operator

• Company: Vouchr Ltd, registered in England and Wales, company number 17450653
• Registered office: 63 Redwood Drive, Chorley, England, PR7 3BW
• Email: contact.vouchr@gmail.com

Your payment is made through Stripe and goes directly to the business. Our commission is taken from the business's share, and is not added to your price. The price shown is the full price you pay, and we add nothing to it at checkout. Each business is responsible for any VAT that applies to its own sales.

The business's voucher conditions apply to the voucher itself. These terms apply to your use of Vouchr and the services we provide. Neither takes away a right you cannot lawfully lose.

Before you pay, please check the voucher's description, price, expiry date, conditions and the business's contact details. Your order summary shows all of these, and you can go back and correct anything before you pay.

The payment button says "Pay now". By pressing it you place an order with the business and agree to pay the price shown.

At checkout you can read:

• these customer terms;
• our privacy notice;
• the voucher's own conditions and the business's contact details;
• how cancelling and refunds work (section 5).

Your payment is confirmed straight away, and we send your voucher as soon as it is.

After you pay, we email you a confirmation with your order reference, the voucher details, a copy of these terms, and the business's contact details. Please keep it.

We run Vouchr with reasonable care and skill. We are responsible for the website, for setting up your payment correctly through Stripe, for sending your voucher, and for handling your complaints as set out in section 6.

We are not the business that provides the goods, services or experience a voucher is for. The business is responsible for those, and for honouring the voucher.

If we fail to meet our own responsibilities and you lose out as a result, we are responsible for loss that was a foreseeable result of our failure. We are not responsible for loss that could not have been foreseen, or for business losses, because vouchers are sold to consumers.

Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit.

We do not guarantee that the website will always be available or free of faults, and we may suspend it briefly for maintenance. We will try to keep any interruptions short.

We collect the details we need to sell and deliver your voucher: your name and email, the recipient's name and email if it is a gift, your gift message, and your order and payment record.

We share some of it with others only as needed:

• The business sees the buyer's name and email and, for a gift, the recipient's name, so it can honour the voucher. The payment record in the business's own Stripe account also holds the recipient's email address and any gift message.
• Stripe takes your payment. Stripe handles your card or bank details; we do not store them.
• Our email provider sends your emails.

We do not sell your information. Our privacy notice explains in full what we collect, why, how long we keep it, and your rights, including the right to ask for a copy or to have it deleted. You can read it at vouchr.co.uk/privacy.

We do not use advertising or tracking cookies when you buy. The checkout keeps your order in your browser tab while you pay, so you do not lose it if you go back from the payment page. Our privacy notice has details.

We may update these terms from time to time, for example if the law changes or we add a feature. The version number and date are at the top of this page.

The terms in force when you place your order are the ones that apply to that order, and we keep a record of which version you accepted. A later change does not alter a voucher you have already bought.

If we make a material change, you will be asked to accept the new version before your next purchase.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts where you live, and the law of that country applies to your consumer rights.

If you have a complaint we have not been able to settle with you, you can take it to the courts. You also keep any right to use an alternative dispute resolution scheme, or to ask your card provider or bank about your payment.

Vouchr Ltd, company number 17450653, registered in England and Wales.

Registered office: 63 Redwood Drive, Chorley, England, PR7 3BW.

Email: contact.vouchr@gmail.com

Please include your order reference and the email address you used. We aim to reply within 5 working days. For problems using a voucher, contact the business first, using the details on your voucher page.