Frequently Asked Questions

Choosing & Buying an experience

Here’s the answer to some pretty common asked questions on how to buy an ESC experience.

1. What is the difference between an experience voucher and a gift card?

An Experience Voucher refers to a voucher associated to a specific experience. When you choose to buy a certain experience from our website you will receive a voucher after completing the payment, stating the name of the experience bought.

A Gift Voucher refers to a voucher associated with a certain value that you can use to purchase any experience on the website. If you are the holder of an ESC Gift Voucher /Card you can use it as a coupon to complete a purchase of any desired experience available on our website. Just add the code to your cart in the coupon code section.

2. How do I use my promotional or discount code?

If you have a promotional or discount code make sure to place it on the shopping cart page in the specified box. It will automatically update your final cost. Magic 😊 (or, is it?)

3. How can I pay for my voucher?

With your credit or debit card. Just make sure it’s valid and you have enough money on it. We do use secure methods so don’t worry about a thing.

You can pay for your experience online with a valid banking card through EuPlatesc (Visa/Maestro/Mastercard).
If you have chosen the “Online banking card” payment method, you need to fill out a form with your card information on the secured payment processor page.
Visa and MasterCard (Visa / Visa Electron and MasterCard / Maestro) credit / debit card payments are made through the “3-D Secure” system developed by organizations providing online transactions with the same level of security as those achieved at the ATM or in the physical environment, at the merchant.

First of all, “3-D Secure” assures that no information about your card is transferred or stored at any time on the servers of the store or the payment processor’s servers, these data being directly entered into the Visa and MasterCard system.

4. When does my voucher expire?

Your voucher is valid for 6 months since the date you purchased it unless otherwise stated on the voucher.
Please check your voucher to see the exact date.

5. Can I use the voucher after it’s expiry date?

You need to activate and use the voucher within the 6 months validity period. After that date you can no longer book the experience.

6. Do I need to choose the date for the experience before buying?

No, the date will be established when you activate the voucher, as the voucher is valid for 6 months.
Depending on the experience you will establish a date directly with the experience provider or for group activities that require a minimum number of participants you will be able to book a pre established date.

7. Are there any restrictions for the experiences?

Please check each experience – if there are any restrictions it will be stated on the experience page.

8. How is the voucher delivered?

The voucher is delivered by email at the address you provided on your checkout page, in a PDF format. Also it will be available for download in your account page. The PDF is in a print format if you wish to have it on paper.

9. Will the price be visible on the voucher?

No, the price will not be visible on the voucher.

Frequently Asked Questions

Making a booking / Activating the voucher

Here’s the answer to some frequently asked questions on how to book an ESC experience.

1. How do I make a booking / activate/ use my voucher?

When you are ready to use your voucher go to esc.rocks/redeem_voucher and follow the instructions. There is a 3 step procedure:
First you introduce your voucher code (as shown in the example) and click submit.
Then you have to fill in your information – name, email, phone, – and if there are any specific questions from the experience provider – answer them. Select the preferred date (or available date for group events) and make sure you read and accept the terms & conditions. These are the specific terms of the experience provider and they differ from ESC.rocks Terms & Conditions.
You will the be provided with a confirmation page – containing your booking request and you will receive an email with these data.
The experience provider will contact you to confirm your requested dates or check other options that work for both of you.

2. What if I made a booking but something came up and I want to cancel or reschedule?

The cancellation & rescheduling policy is at the discretion of each experience provider, please check it on each experience page at Other Info – Cancellation Policy.

If you want to cancel / reschedule your booked experience please contact your experience provider at the email you received the booking confirmation from.

If for some reason you can not reach them please contact us at connect@esc.rocks.

Before cancelling / rescheduling please check the policy – if cancelling too late you might lose the right to reschedule or re-use your voucher.

3. How can I check if there is availability for a certain date before making a booking?

You can check the possible dates when activating your voucher.
For group experiences (such as workshops or classes) we will have an established date each month. You can call or email us to check the date.
For private experiences the date is set by you and your experience provider and can be done through the booking process only. If the date your requested is not available you will be contacted by your experience provider to agree on another date that works for everyone.
We advise you to book 3 weeks in advance especially for group events or peak times such as weekends or holidays.

4. How can I contact the experience provider?

You will receive the details of your experience provider on your booking confirmation. If you can not reach them please let us know at connect@esc.rocks.

5. Can I use the voucher after it’s expiry date?

You need to activate and use the voucher within the 6 months validity period. After that date you can no longer book the experience.

Frequently Asked Questions

Using your account

Here’s the answer to some frequently asked questions on how to make the most out of your account.

1. How do I reset my password?

Go to the login page and click ‘Forgot my password’.

An email with a reset password link will be sent to your inbox. Please chek your mail.

2. How can I see my voucher?

You can access your voucher in several ways:

Search your email – in the email you received after you made the payment there is a download link for your voucher.

Go to your account – it will be available for download in your orders.

Frequently Asked Questions

The Legal Stuff

Here’s the short overview of all things legal.

1. Terms and Conditions

When purchasing from esc.rocks you are bound to our Terms and Conditions.

Please make sure you understand and agree them before completing your purchase.

2. Privacy and Cookie Policy

If you have any concerns regarding our Privacy Policy please contact us at connect@esc.rocks.

3. About the experience providers

Experience Providers are independent businesses in charge of delivering the experiences.
ESC.rocks is not the provider of the experience, we (esc.rocks) act as agents in promoting local businesses by selling vouchers that you can redeem and enjoy experiences created by businesses that provide lifestyle and recreational services to customers.

Frequently Asked Questions

Exchanges / Refunds

Here’s the answers on how can you return or exchange your voucher.

1. Can I exchange a voucher?

The purchaser or recipient of an experience voucher, has the ability to make an exchange within 14 days of the purchase date, in compliancy with OUG 34/2014 – by Romanian Law.

Conditions of exchange:

  • Exchanges are only permitted for valid vouchers that have not been used, i.e. where an experience date has not yet been requested on the esc.rocks system.
  • The new experience voucher purchased will maintain the original expiry date of your exchanged voucher.

 

How to request an exchange:

If you wish to request an exchange within the 14 days from the purchase do one of the following options:

  • If you have an account: Go to My Account – Select the order you want to request an exchange for– Click on the Exchange button – Complete the form and select the experience you want to exchange with (browse the shop, click on the experience you want and click exchange)– On the Exchange form page Click submit.
    • If you exchange your voucher for an experience of lesser value, any remaining balance will be held in credit on your esc.rocks account and subject to the same expiry date as the original voucher.
    • If you exchange for an experience of higher value, you will be required and prompted to pay the difference. In order to do this go to My Account and click on ‘Pay’ to pay the difference and receive your new voucher.
  • If you don’t have an account: Go to our website and click on the Return/Exchange Request form (in the footer) – Submit your order number and the email you made the purchase from. Complete the form for returns. If the return is approved we will refund the value into your account and then you can make a new order.

After you have submitted your exchange request we will process it as soon as possible. After we review the request you will get an email notification about the status of your exchange request.

Important: Gift Cards can not be exchanged as they act as coupons to purchase from our website.

2. Can I return a voucher?

If you have purchased an Experience Voucher from esc.rocks and for whatever reason you wish to return it, you can request a refund of the Experience Voucher within 14 days of the purchase date, in compliancy with OUG 34/2014 – by Romanian Law.
Only the purchaser is entitled to request and receive a refund.

Conditions of Refund:

  • Refunds are only permitted for valid vouchers that have not been used, i.e. where an experience date has not yet been booked on the esc.rocks system. Once you have requested a booking, your voucher cannot be cancelled and is not refundable.
  • The refund will be processed back to the purchaser only.
  • After the elapse of 14 days from the purchase date, no refunds will be granted.

 

How to request a refund:
If you wish to request a refund within the 14 days from the purchase do one of the following options:

  •  If you have an account: Go to My Account – Select the order you want to request a refund for – Click on the Request button – Complete the form and select the option for refund – Click submit.
  • If you don’t have an account: Go to our website and click on the Return/Exchange Request form (in the footer) – Submit your order number and the email you made the purchase from – On your order page click on Refund request button – Complete he form and click submit.

When requesting a refund you have 2 options:

  • Refund in Customer Wallet – if you choose this option the amount will be added to your Wallet and you can use it for further orders.
  • Refund Through Manual Method – if you choose this option the amount will be refunded in the account you made the purchase from.

We will process your refund request as soon as possible. After we review the request you will get an email notification about the status of your refund.

Note: Gift Cards / Vouchers can not be refunded.