1. General

Experience Vouchers® are sold by smallWORLD Experience® (Travel Agency) S.A. (hereinafter smallWORLD®) as agent for businesses that provide lifestyle and recreational services to customers. smallWORLD® holds no responsibility for any services provided or not provided by any other party. smallWORLD makes no warranty or representation regarding the standard of any service to be provided. All smallWORLD vouchers are issued subject to the terms and conditions of each business and their terms. We do not have any power to control suppliers' operations. We take all reasonable precautions to ensure that the suppliers we promote are safe and reliable. However, we make no guarantees or warranties about the services that are provided to our customers by our suppliers, as smallWORLD acts as agent only. The suppliers provide services to customers directly.

When you purchase or activate a smallWORLD Experience Voucher and tick the box that says 'I understand and accept the terms and conditions'. You become legally bound by these terms and conditions. Please do not proceed, purchase or activate a voucher until you have read, understood and accepted the terms and conditions.

smallWORLD® commercialises, sells, promotes and operates the following types of Experience Vouchers®: Specific Experience Vouchers (or Experience Vouchers®) and Open Experience Vouchers (or Open Vouchers). smallWORLD® may change at any time and in any way the available product offer.

All smallWORLD Experience Vouchers® are evidence of a payment for a given experience. Except as specified therein payment is non-refundable. The Experience Voucher® is printed in an Experience Card® or sent by e-mail – e-voucher – in the case of the instant booking service (Buy&Book). Each experience card (or e-Voucher) will show a voucher code, a card number (or e-Voucher number) and a reference code, which must be quoted when dealing with smallWORLD and will be used to identify payment, validity and the respective experience or value, and as well to identify to our experience providers, the person who is going to enjoy the experience. Vouchers and the associated references must be kept safely and securely. smallWORLD will take no responsibility for any loss our clients may incur as a result of voucher theft, impersonation or identity fraud.

2. Flexibility, Refunds and Cancellations

The Experience Vouchers®’ expiry date will be printed on the Experience Card® or e-Voucher. You must book your participation date with smallWORLD, either online or by phone, before this date, or the voucher will cease to be valid. The expiry date is automatically set for 6 months or 9 months for Experience Vouchers and Open Vouchers respectively. The participation date is subject to supplier availability.

a) Flexibility. All vouchers are totally flexible and can be used to book any other experience available. There will be no charge for exchanging, however, if your chosen experience is higher in price than the value of your original voucher, you will be required to pay the difference. If your chosen experience is lower in price, the difference will be held as credit to use against any future purchases in smallWORLD or any partner or affiliate that we make available in the future. This credit can be used until the end of the expiry date of the original Voucher and is non-refundable. If you are issued with new references and security codes, please quote these in future dealings with us. A new Experience Pack® will only be issued to you if specifically requested. smallWORLD reserves the right to make additional charges for the costs of issuing a new Experience Pack®.

Open Vouchers are designed to allow the recipient to choose from a selection of smallWORLD experiences. Like standard vouchers, they can also be used to book any other experience available subject to the conditions listed above. Although the selection detailed in the Experience Guide and Invitation Letter is correct at the time of printing, it may change from time to time.

b) Refunds. All smallWORLD vouchers are non-refundable, not exchangeable or redeemable for cash. In some situations we may, at our discretion, make refunds on vouchers bought direct from smallWORLD and not yet activated (i.e. the date of the experience not yet booked) within 14 days of purchase. In this situation, a refund administrative fee of 10% of the voucher value, with a minimum of Mop200 will be applied. Refunds are always made to the person who purchased the experience, and if originally purchased by credit or debit card, the refund will be credited to the same card.

c) Cancellations. Should you need to re-schedule or cancel a booking you have already made, we will always do our best to help. We usually require cancellations to be confirmed at least 14 days before the experience date and we will notify you of any variations to this cancellation period at point of booking. As policies do vary from venue to venue and from supplier to supplier, please note that cancellation may not always be possible. Should you need to cancel at short notice within this period, you may be covered by our Cancellation Guarantee (see details below).

Sometimes we have to cancel an experience for reasons beyond our control, such as the weather or mechanical breakdown. We will do our best to notify you as soon as possible and do everything we can to offer an alternative date or time. We regret that, in these circumstances, smallWORLD is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.

3. Restrictions

Some experiences are subject to certain requirements specified by our suppliers; e.g. age, health, height or weight. We will confirm with you at the time of booking if any restrictions apply to the participant. Once booked, you may be liable for charges if you cancel because the minimum requirements are not met. Full details are included in all correspondence and we recommend you read this carefully as soon as you receive it.

a) Dress Code. Some service providers recommend or require certain items of clothing and/or footwear to be brought to the experience or worn for the experience. Alternatively, some service providers restrict certain items of clothing and/or footwear from being worn for an experience. Please make sure to comply with these requirements before setting off for the experience. smallWORLD will not be held liable for the non-provision of an experience due to a failure by the participant to bring or wear the required clothing and/or footwear. In such cases the reservation cannot be rescheduled and the value of the original experience voucher, will be forfeited.

b) Experience Description. The information provided by smallWORLD in our catalogue and our experience packs is correct at the time of print. However, the content or format of experiences may change slightly during the year. Current details of each experience are available on our website or by calling our Experience Hotline and are included as part of your booking confirmation. Your participation is conditional on your acceptance of the experience description detailed in your booking confirmation. Please check these details carefully upon receipt.

Except when mentioned, all TASTE experiences exclude drinks.

c) Experience Prices. All prices published are in MOP. For vouchers below MOP5,000, the exchange rate 1 HKD = 1 MOP is applied. For those over MOP5,000, the exchange rate 1 HKD = 1.03 MOP is applied.

d) Experience Images. The images used to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. The vehicles, craft, machines, animals and settings at each venue do vary.

e) Experience Venues. The smallWORLD network of suppliers includes many of the Pearl River Delta’s best experience providers and venues. We are always adding to the locations we offer, but occasionally we may need to withdraw experiences featured here for reasons beyond our control. If your preferred experience is withdrawn, you will be offered alternative experiences wherever possible, but please note this is likely to be at a different location or with a different supplier. Each venue has its own terms and conditions (available upon request) and your participation is conditional on your acceptance of these.

Some experience providers will require from our clients a standard waiver disclaimer, while others may require refundable damage deposits.

Unless specified as exclusive and private, our experiences will be enjoyed with other individual or groups.

f) Session Lengths. Session lengths are approximate, vary from experience to experience and are given simply as an indication of the time you will spend at the venue. Unless stated otherwise, you may be taking turns with other people and there may be waiting time involved. We give itineraries, as a guide only, and the running order of an event may change.

g) The Weather. Some smallWORLD experiences are dependent on the weather and we will advise you if you need to call to check the weather before setting out. If your experience is cancelled due to the weather you will be able to re-book, but your re-booked experience remains subject to weather conditions.

Unattended reservations for experiences held cannot be rescheduled and the value of the original experience voucher will be forfeited. Experience voucher cannot be exchanged or refunded once a reservation for the experience has been made.

h) Availability. All our experiences are offered subject to availability. The most recent information on dates when an experience is available may be found on our website or by calling our Experience Hotline. We will do our best to secure your preferred choice of dates. To help us, please book as early as possible, preferably at least 14 days in advance or further for peak dates such as weekends or holiday periods. Where no dates are currently available for a valid experience, you can either select an alternative or ask to be added to a priority waiting list so that we can notify you once new dates are released.

Bookings are not confirmed until you receive written notification from us. For some experiences we may ask you to return the original voucher to us before we can confirm your booking. You should not make any arrangements in connection with the experience until you have received your booking confirmation.

Where specific elements of the experience, such as vehicles, are not available due to mechanical breakdown or illness, we reserve the right to make reasonable substitutions on the day. If this is not possible we reserve the right to cancel the experience at short notice.

i) Delivery. At weekends and all Macau’s holidays, our delivery times, opening times and delivery costs may suffer some changes.

j) Buy&Book. We offer this service of instant booking for experiences. When requesting this service, our clients are purchasing a specific experience voucher and are booking it at the same time. Buy&Book service can generally be requested right up until the day before the experience date. The client will receive their Voucher by email – e-Voucher – and no voucher will be printed in an Experience Card, and additionally, smallWORLD may not send an Experience Pack. For these bookings, we will provide essential details over the phone, as we cannot guarantee that these details will arrive by post in time for your experience. Experiences bought under these conditions cannot be refunded or exchanged. Dates for an experience bought under these conditions, once booked, be changed.

4. Cancellation Guarantee

a) Application. According to smallWORLD Cancellation Guarantee, a free of charge re-booking can be made if cancellation is due to the illness, injury or death of the participant or a close relative, or if the participant is summoned to witness attendance in court or any act of god. Claims must usually be made in advance by written form and we will require official countersigned evidence supporting the nature of the claim. We will re-book the participant for the relevant experience, or agree a suitable alternative if this is not possible.

b) Exclusions Applicable to the Guarantee. Re-bookings will not be made where cancellation is due to:

1. Pregnancy and childbirth if delivery were expected within three months of the date of participation in the experience.

2. The existence or aggravation of any disability, condition or illness which originated prior to the date of booking the experience and which has required medical treatment within six months immediately preceding such a date.

3. The existence of any condition or set of circumstances known to the participant at the time of booking the experience which could reasonably have been expected to give rise to cancellation or curtailment of the trip or journey.

All claims made within 21 days of the booked event must be raised by calling our Experience Hotline in advance of the time or date that the experience is booked for, giving as much notice as possible.

Cancellation requests more than 21 days prior to the booked event are dealt with separately and should be made by contacting our Experience Hotline.

In the case of the claim being made relating to a death, this should be reported to smallWORLD in advance of the time or day of the booking, or at the latest within seven days after the experience was scheduled and confirmed to have gone ahead.

All claims submitted must be supported by documentary evidence, satisfactory to smallWORLD, and by relevant forms countersigned and stamped by a doctor, or appropriate professional governing body. Failure to provide signed supporting documentary evidence may invalidate a claim. Completed claim forms must be returned to smallWORLD with the necessary supporting documentation no later than 21 days after the booked participation date.

5. Insurance

The published prices of our Experience Vouchers include personal accident insurance applicable to all participants. Our insurance covers up to MOP700,000.00 and its general coverage and insurance policy follows Macau legislation on the matter for Travel Agencies.

6. Equality

We welcome the participation of disabled people, though we recognise that certain experiences may present some difficulties. We are committed to ensuring that less abled customers are given every opportunity to participate, so we ask that you tell us any relevant details, at the time of ordering. This enables us to meet your particular needs. We will be happy to provide information about the disabled facilities available at specific venues, on request.

7. Comments and Complaints

We welcome your feedback on all of our experiences. If you have a problem or complaint on the day, please bring it to the attention of the host or experience manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact our Experience Hotline, or send us your feedback on feedback@smallworldexperience.com. Please include your voucher reference, participant and venue details, and we will be happy to take the matter up with the supplier. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.

8. Other Terms and Conditions

All prices quoted in our promotional literature and on our website include taxes, where applicable, and are correct at the time of publication. We reserve the right to increase the price of any experience without notice. You will be notified of any price increase before you place your order.

Except when clearly mentioned, all the published prices and experience durations exclude transportation to the venue.

In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls placed to our Experience Hotline.

Whilst we take every care in choosing our experience suppliers, inclusion of an experience in our range does not mean that we guarantee the safety standards or satisfactory performance of any of the experience suppliers. smallWORLD’s liability for any claim of breach of obligation regarding any single voucher or experience shall not exceed the price of that experience. This excludes claims arising from personal injury or death due to the negligence of smallWORLD or any smallWORLD employees.

9. Privacy, Property Rights and Trade Marks

a) Trademarks. The text, illustrations and images used in all smallWORLD promotional literature are protected by copyright and must not be copied in whole or in part without the express permission of smallWORLD®.

smallWORLD®, smallWORLD Experience®, Experience Voucher®, Experience Pack®, Experience Card®, Corporate Experience®, Experience Marketing®, the phrase: “It’s a smallWORLD, Experience it!”® and our commercial logo are all registered trade marks of smallWORLD Holdings Ltd, used under its License by smallWORLD Experience (Travel Agency) S.A. These cannot be used without the owner express written permission. Neither the purchaser nor the recipient of an experience is entitled to use any smallWORLD trade marks or logos. Affiliates who have been accepted by smallWORLD onto our Affiliates’ Scheme will be provided with strict guidelines regarding the use by authorised affiliates of the smallWORLD trade marks and logos.

b) Data Protection. smallWORLD complies with international accepted principles of Data Protection, doing our best efforts for our customers personal data to be accurate, secure, fairly and lawfully processed for limited purposes, adequate, relevant and not excessive nor kept longer than necessary, processed in accordance with the data subject’s rights and not transferred without adequate protection.

c) Gathering personal information. Any personal information provided on our Experience Hotline or gathered at www.smallworldexperience.com is controlled by smallWORLD Experience (Travel Agency) S.A, in Alameda Dr. Carlos d'Assumpcao, nos 335-341, Edificio 'Hot Line', 17º andar, Macau. We reserve the right to pass this information to third parties for marketing purposes related to our activity and no other, unless you deselect this option when you create your account.

When you request a brochure, we need to know your name, address and email address. This allows us to process and fulfil your request. We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your request.

When you order, we need to know your name, address, email address, recipient name and delivery address. This allows us to process and fulfil your order and to notify you of the status of your order. We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your order.

When you book an experience, we need you know your name, address, email address, answers to any questions required by our experience partners, and a telephone number (preferably mobile) so that we can contact you if there are any last-minute changes to your experience. If you provide us with a mobile phone number, we may be able to send you – though we do not guarantee it – an SMS reminder the day before you are due to take part in your experience.

Throughout each of these processes, when you login to or create an account, you are able to choose whether you wish to receive further information from us and the method by which you would like to receive it (email, post, telephone and/or SMS).

d) Customer information protection

When you place orders or request a brochure, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

e) smallWORLD use of cookies

We use cookies for collecting customers' personal data from the site. Its purpose is to track whether our customers have been referred to us by online advertisements. This enables us to learn which advertisements bring users to our website. The information collected is anonymous and not personally identifiable. It does not contain your name, address, telephone number, or email address.

smallWORLD does not sell, trade or rent your personal information to others unless you choose to receive information from trusted third parties when you create or login to your account, in which case you will receive this information until such time as you choose to opt out of receiving these communications.

smallWORLD may provide aggregate statistics about our customers, sales, traffic patterns and related site information to reputable third-party vendors, but these statistics will include no personally identifying information.

We employ other companies and individuals to perform functions on our behalf, as for example providing our experience, delivering packages and sending postal mail and e-mails, analysing data, providing marketing assistance, processing credit card payments, etc. Such companies and individuals will have access to personal information needed to perform these functions, but may not use it for any other purposes.

10. Definitions

Purchaser The person or persons who completes the financial transaction with smallWORLD to buy an Experience Voucher.

Service Provider Any corporation, individual or group of individuals designated by smallWORLD for the provision of experiences to our clients.

Recipient The person or persons who receive the Experience Voucher and are thus designated by the purchaser to participate in the experience.

Redeemer The person or persons who request a reservation for a date(s) of service with the smallWORLD Service Provider for an experience. Normally this person is the recipient, but may be a third person acting on behalf of the recipient.

Participant The person or persons who participate in the experience.

These above terms and conditions apply as a condition of using our voucher, whether or not the voucher holder is the original purchaser. smallWORLD reserves the right to change these terms from time to time without reference to customers. These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with Macau law. The purchaser and smallWORLD agree that any dispute matters will fall under the local jurisdiction and will be dealt in Macau courts and none others.