Refund Policy

The short version

• If the operator cannot deliver, we will offer a comparable replacement; you may instead cancel and we refund the full amount within 15 days.
• Alberta’s Internet Sales Contract Regulation gives you cancellation rights in specific cases — including where the experience has not begun — and we refund within 15 days of a cancellation (section 2).
• FeelIt never charges a fee for a change or for a certificate; a late change may be declined, not priced. A date moves free of charge at least 48 hours before the start (section 3).
• A gift certificate does not expire. Its remaining value stays on it until it is used, is not redeemable for cash, and is refunded only under sections 1 and 2 (section 4).
• Your rights under the Consumer Protection Act (Alberta) and under the consumer protection law of the province you live in are never limited by this policy.

1. The operator cannot deliver

If the operator cannot deliver, we will offer a comparable replacement; you may instead cancel and we refund the full amount within 15 days.

This applies whenever the experience does not happen for a reason on the operator’s side or ours: the operator cancels the date, weather or a safety call stops the activity, the operator closes or stops working with FeelIt, the experience is withdrawn from sale, or no operator can be assigned for your date. We email you as soon as we know. Reply, or write to [email protected], and tell us which you want:

• A comparable replacement: the same experience on another date, or a comparable experience, at no extra cost to you.
• A refund of the full amount, within 15 days of your telling us. For a booking, that is everything you paid for it. For a certificate, it is the value applied to the date that failed, any difference paid by card for it, and the remaining value on the certificate — everything paid for it that has not already been used for a completed experience.
• Or keep the certificate: if you would rather use it another time, the value applied to the date goes back onto it as remaining value, and any difference paid by card is refunded to that card.

The refund goes to the card that paid. Where the person holding the certificate is not the person who bought it, we tell both.

2. Your statutory cancellation rights

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Consumer Protection Act (Alberta), under the consumer protection law of the province where you live, or under any other applicable consumer protection legislation.

Alberta’s Internet Sales Contract Regulation applies to our online sales over $50 and gives consumers cancellation rights in specific cases — for example, if required information was not disclosed before purchase, if a copy of the contract was not delivered within 15 days, or if the experience has not begun within 30 days of the date agreed for it or, where no date was agreed, within 30 days of your purchase. Where such a right is exercised, we refund, within 15 days of the cancellation, all the consideration you paid — including amounts you paid under the contract or under a transaction related to it, whether you paid them to us or to someone else. We apply the same grounds and the same 15-day deadline to any purchase, whatever it cost.

For a certificate, no date is agreed when it is bought, so the statutory right to cancel runs until the experience begins: once 30 days have passed since the purchase and the experience has not begun, the buyer may cancel at any time before it begins, and we refund all consideration paid within 15 days. Where a date has been fixed by then, cancelling releases that date. The refund goes to the card that paid; where the certificate is held by someone else, we tell that person too.

A statutory cancellation notice can be given in any way and by any means, and, unless you hand it to us in person, it takes effect when you send it. You can send it to [email protected] or to the postal address in section 7 — those reach us fastest, but any way you choose is valid.

3. Changing a date, and no-shows

FeelIt never charges a fee for a change or for a certificate; a late change may be declined, not priced. There is no rebooking, change or administration fee at any notice level, and nothing is ever deducted from a refund or from the remaining value on a certificate. A change either can be made or it cannot — it never costs money.

• At least 48 hours before the start time: a date moves, free of charge, to any other available time for the same experience. A certificate holder moves it at feelit.ca/activate with the certificate code and confirms the new date the same way as the first. If you booked for yourself, email [email protected] and we move it for you. Dates can be chosen up to a year ahead.
• At least 48 hours before the start time, a certificate holder can also cancel the date altogether at feelit.ca/activate: the seats are released, the value used for that date goes back onto the certificate as remaining value, and any difference paid by card for that date is refunded to that card. The certificate can then be used for any experience, whenever the holder is ready.
• Less than 48 hours before the start time: the operator’s staff and equipment are already committed. Write to us and FeelIt decides case by case whether the date can still be moved or cancelled. A late change may be declined; it is never charged for. If your seats are taken by another booking, the change is granted — nobody loses anything. Illness or injury are the kinds of reasons we weigh case by case — tell us what happened.
• No-shows: if nobody attends the booked time — whatever the reason — and the date was not moved or cancelled in time, the experience counts as delivered. A booking is not refunded, and the value used for that date is not restored to the certificate. Sections 1 and 2 are unaffected.
• The operator cancels, or weather stops the activity: section 1 applies — a comparable replacement, or a full refund, your choice.
• If we change the operator after your date is confirmed, we tell you. You may keep the date, move it free of charge, or cancel that date: the value returns to the certificate as remaining value, and a booking is refunded under section 5.

4. Gift certificates

Nothing in this section limits the rights described in section 2.

A gift certificate is FeelIt’s own obligation, redeemable only at feelit.ca. No date is chosen when it is bought. The holder activates it at feelit.ca/activate with the code on the certificate, chooses the experience and the number of people, accepts the participant release, chooses the date, and confirms.

• It does not expire. The remaining value stays on the certificate until it is used, however long that takes. You can check it at any time at feelit.ca/activate or by emailing [email protected].
• What it can be used for: any experience on feelit.ca that is published and available. A certificate for a specific experience covers that experience, for the number of people it was bought for, at its face value — whatever the experience costs on the day. A different experience, or a different number of people, is priced when you redeem, at the price shown at that moment including any GST. If that is more than the remaining value, the holder pays the difference by card before the date is confirmed; if it is less, the rest stays on the certificate for another experience.
• Remaining value is never reduced by a fee, can never be increased by a payment, and cannot be moved to another certificate or another person. It is not redeemable for cash and cannot be used to make a payment on a credit account.
• A date can be cancelled at least 48 hours before the start time, restoring the value used to the certificate (section 3). Any difference paid by card for that date is refunded to that card.
• No refund window of our own. A certificate is refunded under section 1 (the operator cannot deliver) and section 2 (your statutory rights), and on no other ground. A change of mind or an unwanted gift is not, by itself, a ground for a refund under this section: the value stays on the certificate, does not expire, and can be used for any experience. Section 2 applies whenever the experience has not begun 30 days after the purchase, whether or not a date has been chosen.
• Value already used for a completed experience — or for a date that was missed without being moved or cancelled in time — is not refunded.
• If the experience named on a certificate is not available when the holder comes to redeem it, the holder may choose another experience or ask us for a replacement or a refund under section 1.

5. How refunds are paid

• Refunds go back to the original payment method through Stripe, within 15 days of the cancellation — the deadline the Regulation sets, which we apply to every refund under this policy. We aim to issue an agreed refund within 5 business days; your bank may take a few more days to post it.
• A difference paid by card at redemption is refunded to that card. The price of a certificate is refunded to the card that bought it. Where the holder and the buyer are different people, we tell both.
• Any GST charged on a refunded amount is refunded with it.
• Where we owe you money that was never charged to your card — something you paid the operator on site, for example — we agree the method with you and pay it separately.
• If you are considering a card chargeback — please contact us first at [email protected]. That is a request, not a condition: we will never treat a chargeback as a breach of these terms, and it does not affect anything else you are owed here. We resolve almost everything faster directly.

How to ask. Email [email protected] with your order number or certificate code, and tell us what you would like — another date, a replacement, or your money back. Writing from the address used for the purchase is the quickest way for us to find the order, but it is not a condition. We aim to reply within 2 business days.

6. Requirements set by the operator

The operator sets the requirements for taking part — minimum age, health, weight, ability, ID — and applies them on the day. They are shown on the experience page before you buy and shown again beside the participant release when it is accepted. If you are not sure what applies to your party, ask us before you buy and we will find out. If someone in your party does not meet a requirement that was stated before the purchase, the operator may refuse them on the day. Tell us: we offer another date where the operator can, and FeelIt decides case by case whether the value is restored. Your statutory rights under section 2 are never limited.

7. Who you are dealing with

Every purchase on feelit.ca is a purchase from 2828468 ALBERTA INC., carrying on business as FeelIt, 3-1626 28 Ave SW, Calgary, AB T2T 1J4, [email protected].

FeelIt sells the experience in its own name and issues the gift certificate as its own obligation. The operator conducts the experience and is responsible for safety on site. Refunds and changes under this policy are made by us. All prices and refunds are in Canadian dollars (CAD). FeelIt currently sells and honours certificates only outside Quebec.

FEELIT™ is a trademark of 2828468 ALBERTA INC.

This policy forms part of our Terms of Service and changes in the way those Terms set out: never retroactively for a purchase already made, and a material change takes effect no earlier than 30 days after it is posted. See also our Privacy Policy.