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Refund Policy

Last updated: August 13, 2026

The short version

  • If the Experience Provider cannot deliver your experience, you get a full refund, always.
  • Changing your date is never charged for — at any notice level. There is no change fee, ever. Whether a change can be made at all is set out in section 2.
  • If your certificate does not show a date, it never expires — the recipient books whenever they are ready (section 3).
  • 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 provider cannot deliver

If an Experience Provider cancels, closes, or otherwise cannot deliver the experience on a booking or a certificate, tell us — or reply to the email you received — and we will come back with other times: at least three within 30 days. You can take one of them, or ask for your money back: if none of them is accepted, we refund the full amount paid for that order.

If a provider leaves FeelIt or stops trading altogether, people holding unredeemed certificates for that provider are refunded by us. If you would rather have a comparable experience instead, tell us and we will arrange one at no extra cost to you. Email [email protected] and we will sort it out.

2. Changing your date or time

Rescheduling is always free. There is no rebooking, change or administration fee at any notice level, and nothing is ever deducted from a refund or from what your certificate entitles you to. A change either can be made or it cannot — it never costs money.

  • 48 hours or more before the booked time: the change is always granted — within the window described in the next bullet — to any other time the provider has published for that experience that still has room for your party. If you received the booking as a gift, you can move it yourself at feelit.ca/activate using the certificate code. If you bought it, email [email protected] and we move it for you.
  • How far ahead you can move it: a visit that carries a date can be moved to any available time up to 90 days after the day the order was paid. Bookings do not travel further than that, whoever makes the change. If the only times that suit you fall outside that window, tell us and we will refund you instead.
  • Certificates with no date on them: those are not limited that way — the recipient picks a date whenever they are ready (section 3). Once a visit is booked with one, the 90-day window above is measured from the day the order was paid, which for an older certificate may already have passed. We do not use that window to refuse you: if a self-service change with the certificate code does not go through, write to us and we will arrange it with the provider — or refund you.
  • Less than 48 hours before the booked time: the change is at the Experience Provider’s discretion — their staff and equipment are already committed. Write to us and we will ask them. There are two cases where the change is always granted:
    • your original spot is re-booked by someone else (the provider lost nothing); or
    • illness or injury supported by a practitioner’s note — one such change per booking.
  • Experiences without published times: a few providers do not publish a schedule — you pick the day and they agree the hour with you. For those bookings the 48-hour rule is counted from the start of the booked day, and a change is arranged by email: write to us and we will set it with the provider. Writing about three days ahead is the safe way to be sure the guaranteed window is still open.
  • The provider cancels, or weather stops the activity: your choice — a free rebooking (tell us, and we will come back with at least three alternative times within 30 days) or a full refund under section 1.
  • If you simply cannot come: the date can always be moved, free of charge, on the terms above. If you do not take a new date, a refund is not automatic — write to us and we will ask the Experience Provider. Section 1 and your statutory rights are unaffected.
  • No-shows (missing the booked time without notice) are treated as the experience delivered and are not refundable, unless the Experience Provider chooses to restore the booking; your statutory rights are unaffected.

3. Gift certificates

Nothing in this section limits the rights described in section 5.

A gift is normally a booked visit: the buyer chooses the date — and, where the provider publishes times, the exact time — at checkout, the seats are held at the provider from that moment, and the certificate shows that booking. Where the provider publishes no times, the day is fixed at checkout and the provider agrees the hour with you afterwards; until they do, no particular time is held. The recipient confirms at feelit.ca/activate with the code on the certificate — that is how the provider learns who is coming and how to reach them — and from the same page they can move the visit themselves, free of charge, at least 48 hours before the booked time, where the provider publishes times. Section 2 covers the rest.

  • Not yet sent to the recipient: within 30 days of purchase, and no later than 48 hours before the booked time, we refund it in full on request — no questions asked.
  • Already sent, or confirmed by the recipient: the booking is committed at the provider — and, where the provider publishes times, your seats are held — so it is not refundable, except where section 1 applies (the provider cannot deliver), where no time inside the 90-day window suits (section 2), where a change to a dateless certificate’s visit cannot be arranged (section 2), or where your statutory rights apply. The date itself can still be changed, free of charge, under section 2.
  • A redeemed (used) certificate is not refundable.
  • What a certificate can be used for: the experience named on it, for the number of guests named on it. It is not redeemable for cash and cannot be used to pay a credit account. We do not run exchanges for a different experience — if you would like a different one, write to us and we will see what we can do. If the provider cannot deliver at all, section 1 applies.
  • Certificates that carry no date: some certificates carry no date on them at all. If your certificate does not show a date, it never expires — the recipient books whenever they are ready, exactly as promised when it was bought, and nothing in this policy shortens that. Once a visit is booked with it, section 2 covers changing that visit.

4. If a participant is turned away

Experience Providers set participation requirements — age, health, weight, ability, ID, their own waiver. Where a Provider has given them to us, we pass them on to you before you buy; if you are not sure what applies to your party, ask us before you buy and we will find out. If an attendee does not meet a requirement you were told about, the provider may refuse participation on the day. We will ask the provider to rebook you where they can. Whether a refund is available depends on the provider’s rules and on your statutory rights, which this policy never limits.

5. Your statutory 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.

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 9 — those reach us fastest, but any way you choose is valid.

6. How refunds are paid

  • Refunds of amounts we charged go back to the original payment method through Stripe. We aim to issue an agreed refund within 5 business days, and always within any deadline the law sets; your bank may take a few more days to post it. Where we owe you money that was never charged on that card — for example something you paid the Experience Provider on the day — we agree the method with you and pay it separately.
  • Any tax charged on a refunded amount is refunded with it.
  • 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.

7. How to ask for a refund or a change

Email [email protected] with your order number or certificate code, and tell us what you would like — another date, 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.

8. Changes to this policy

This policy forms part of our Terms of Service, and it changes in the way those Terms set out for changes to them: never retroactively for a purchase already made; a material change takes effect no earlier than 30 days after it is posted, and we email the holders of certificates that have not yet been used before it does. The date at the top of this page shows the current version.

9. Who you are dealing with

Purchases on feelit.ca are processed by 2828468 ALBERTA INC., carrying on business as FeelIt, 3-1626 28 Ave SW, Calgary, AB T2T 1J4, [email protected].

FeelIt sells as the booking and collecting agent of the Experience Provider named on your booking: the experience itself is supplied by that provider, and the contract to deliver it is between that provider and the participant. Refunds and changes under this policy are arranged by us. All prices and refunds are in Canadian dollars (CAD).

FEELIT™ is a trademark of 2828468 ALBERTA INC.

See also our Terms of Service and Privacy Policy.