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Frequently Asked Questions

FAQs are a summary guide only. Full terms and conditions can be found here

Q: What if I have a voucher that is about to expire?

Did you know, we’ve extended all voucher and gift card validity to 5 years? Any Adrenaline Gift Voucher purchased on or after 1st December 2017 will have an expiry date of 60 months from the date of purchase. Please click here to redeem. If your voucher hasn't expired, we can extend the value of your voucher for an additional 3 months for an administration fee of $30 + credit card transaction fee.

Gift cards purchased on or after the 31st March 2018 will also now have an expiry of 60 months. Please note, we can update vouchers expiry's for Gift Vouchers only.

Q: How do I change my confirmed booking?

Any changes to your booking should be made directly with the Experience Provider (fees may apply). Details of the Experience Provider can be found on your booking confirmation.

Q: Can I cancel my booking?

Once a booking is confirmed, the Adventure Provider’s own cancellation policy applies. If you are looking to cancel a confirmed booking, please reach out to our Customer Service team so we can look into your enquiry and options.

Q: What if my booking is cancelled due to adverse weather?

An alternative date may be arranged directly with the Experience Provider. Alternatively, you may convert the credit to an Adrenaline Voucher, or in some cases request a refund. Any additional costs (for example transaction, credit card or postage fees) will not be refunded.

Q: If I buy a voucher, how long have I got to use it?

All vouchers are valid for 5 years (60 months) from the date of purchase. This applies to vouchers purchased on or after December 1st, 2017.

  1. For Adventure Vouchers only you will need to book and take the experience within the first 18 months from the date of purchase. If the experience isn’t taken within the first 18 months, Adrenaline will honour the value (amount paid) for the remaining 42 months but the adventure supplier is not obliged to offer the adventure; or to offer the adventure at the same price. 

  2. After 18 months, if the price of the adventure has increased, the additional amount will need to be paid at the time of booking. 

  3. After 18 months, if the adventure is no longer available, the value of the voucher can be used on another Adrenaline adventure. 

Q: What if I want a voucher delivered by post?

The safety of our staff and customers is important to us. We are following the government guidelines so that we can continue to deliver our vouchers to you or your gift recipient.

Please note: Deliveries to some areas may be delayed due to COVID-19. To find out if your delivery is impacted visit the Auspost website or contact the courier company on your shipping confirmation directly.

Q: How long are vouchers valid for?

Adrenaline Gift Vouchers purchased prior to the 1st December 2017 must be used before the expiry date shown on the voucher. Adrenaline Gift Vouchers purchased on or after the 1st December 2017 can be used towards any Adrenaline experience for up to five (5) years. In the event that the price of the activity displayed on the gift voucher increases after a period of 18 months, customers may opt to pay the difference between the face value of the gift voucher at the time of sale and the price at the time of redemption, or use their gift voucher credit towards any other booking on the Adrenaline site.

Q: Can I use my voucher for another experience?

Absolutely, Adrenaline vouchers are fully flexible. To redeem your voucher for another experience you just need to click "Book Now" on your chosen experience, then enter your voucher number at the checkout. If it costs more than your voucher credit, you can top up using a credit card, ZipPay or Afterpay.

Q: Why is my voucher not working online?

You may need to check that you are entering the full voucher number, including the hyphens. If you are still having trouble, click here to contact us.

Q: How do I redeem multiple vouchers?

Enter your first voucher number in the "Use Your Voucher" section of the website. Then proceed with your booking (adding more participants if required). Finally, at checkout, enter your other voucher numbers to complete your order.

Q: Can I get a refund if I change my mind?

Adrenaline Experience Vouchers can be refunded within 14 days of the purchase date if you have a change-of-mind. This refund does not apply to flexi vouchers, e-gift cards, physical products or bookings and excludes any delivery or transaction fees paid at the time of purchase.

Q: Can I have a refund on my voucher?

All Adrenaline vouchers are fully flexible, meaning you can redeem your voucher towards another experience offered on the Adrenaline website or alternatively transfer the voucher to someone else. Consumer refund requests are handled in accordance with both Australian and New Zealand Consumer Law, detailed in our terms and conditions.

Q: How do I change the name on my voucher?

To change the name on the voucher you will just need to call us on 1300 791 793 and we can complete a transfer.

Q: My voucher has already been paid for, why is it asking me to pay again?

The purchase price of your voucher will be held for 18 months from the date of purchase, so if you book and take your experience within the first 18 months you won’t have to pay anything further. In the event that the price of the activity displayed on the adventure voucher increases after a period of 18 months, you can choose to pay the difference or use the gift voucher credit towards any other booking on the Adrenaline site. 

Q: I redeemed my voucher but I do not know where to go.

All the important details (where to go, what to bring, etc.) will be emailed to you shortly.

Q: How do I redeem my voucher and add more people?

Enter your first voucher number in the "Use Your Voucher" section of the website. You can then add extra participants in the booking page. You can pay for extra participants using a credit card, ZipPay, or AfterPay  at checkout.

Q: I redeemed a voucher and bought a second ticket but it charged me the full amount.

The amount shown is the total for the whole booking; it does not provide a breakdown of payments. When the booking is confirmed, the voucher is redeemed in full and it is only the difference that is charged to the card.

Q: Why can't I use my promotional code?

One promotional code per person per transaction can be used. Promotional codes cannot be used in conjunction with gift card or gift voucher redemptions.

Q: Are the prices advertised on your website the price per person?

Yes, unless otherwise specified on the description of the experience.

Q: How long does it take for me to receive my postal gift pack?

Australia Post Express Post delivery times for your postcode can be found on the Australia Post website (

Q: I bought my voucher through a third party website – is my voucher valid?

Big Red Group does not recommend the on-selling or purchasing of vouchers through unauthorised third party sellers. If you purchase vouchers from another source, such as Viagogo, Facebook, eBay, Gumtree or any unauthorised reseller, you risk that the voucher is invalid. Unfortunately, Big Red Group cannot confirm the validity of any voucher to any individual except the original voucher purchaser Purchasing a voucher from an unauthorised seller means that we cannot refund you if an experience is cancelled. 

Q: How long are Gift Cards valid for?

Adrenaline Gift Cards purchased prior to the 31st March 2018 must be used before the expiry date shown on the individual gift card terms and conditions printed on the back of the card. Adrenaline Gift Cards purchased on or after the 31st March 2018 can be used towards any Adrenaline experience for up to five (5) years.