Whether you are thinking of buying a gift voucher or have already bought one, the following information should help with any questions you might have. If you can’t find the answer you require, please contact us directly.
How do I redeem my voucher?
Please call our Reservations Team on 613-271-1800 to book your experience with us using your voucher. Once your booking has been confirmed, please keep your voucher in a safe place as you will need to present it in the relevant area upon arrival.
How do I cancel a gift voucher purchase to receive a refund?
If you have completed a transaction and realise that you’ve made a mistake or purchased a gift voucher(s) that you no longer want, we will be happy to refund your order and cancel your gift voucher. You must do this within 7 working days of purchasing your voucher(s), after this time all vouchers are non-refundable.
I'm attempting to purchase a gift voucher but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction. What should I do next?
There could be several reasons why this may be happening, despite having sufficient funds in your account. Banks occasionally decline payments when they suspect unusual buying behaviour, this can be easily rectified by contacting your bank and advising them that you are trying to make an online purchase. For further help, please contact us directly on 613-271-1800 or by email to [email protected]
I've received my gift voucher but there is a spelling mistake / error on the personal message. Can I get it amended and re-issued?
Yes, please contact us quoting your gift voucher reference number and we will make the necessary amendments and re-issue the gift voucher. The original gift voucher should then be destroyed as it will be de-activated and no longer valid. If you are unhappy with any aspect of the presentation of your gift voucher, please contact us immediately so that we can rectify the situation.
I've lost my gift voucher. Can I still redeem my experience?
Unless otherwise specified under the terms and conditions of your voucher, we should be able to retrieve your gift voucher on our system and issue a new one. Please contact us directly at 613-271-1800 for assistance.
I purchased a voucher but did not receive it.
Vouchers are system-generated emails and therefore may go to the recipient’s junk or spam email folder. If the voucher is not in your junk or spam folder after 12 hours, please contact us directly at 613-271-1800.