What are the 9 Levels of Cloud 9?
All of our Experiences have been broken down into 9 color coded levels based on points. The 9 Levels do not represent a specific experience, but rather a variety of experiences within a certain range from which you can choose.
[ back to top ]
Am I Limited to Experiences Only in the Level I Choose?
No. If you would like to book an Experience in a higher level than the level you redeemed, please contact Cloud 9 Living at 866.525.6839. Should you book an Experience in a lower level, you will be given a store credit at Cloud 9 Living. It is just like a gift certificate.
[ back to top ]
How do I Redeem My Priority Club Rewards Points?
Simply click the Redeem Now button from any Experience Detail page, the 9 Levels of Cloud 9 Page or the Home Page.
You may also click here
[ back to top ]
When Will I Receive My Reward?
All Experience Rewards are delivered via standard FedEx ground delivery (3-5 days).
[ back to top ]
I have received my Cloud 9 Living Reward. How do I book an experience?
To book your experience, simply call Cloud 9 Living at 866.525.1481. You will need the Experience # found on the back of your gift card.
[ back to top ]
Is there an expiration date for my Cloud 9 Living Experience Reward?
Yes. Your Cloud 9 Living Experience Reward has an expiration date of one (1) year from the date purchased, except in states where prohibited by law. You must redeem your experience before the expiration date; however, you do not have to participate in the actual experience before the expiration date. The expiration date can be found on the "Gift For You" card.
[ back to top ]
Can I extend the expiration date on my Cloud 9 Living Experience Reward?
Yes, you have 30 days after your original expiration date to extend the life of your reward. To do so, please contact us at 866-525-6839. There will be a $25 processing fee for each six (6) month extension, with a maximum of two extensions. In addition, if your specific experience increases in price, you will be required to pay any difference.
[ back to top ]
Can I combine multiple experience rewards towards 1 booking?
Yes.
[ back to top ]
When is my Experience Available?
General availability for each experience are found on the Experience Detail page. Certain experiences are seasonal and have limited dates available. To request specific dates and time please follow the booking instructions or call Cloud 9 at 866-525-6839.
[ back to top ]
Can I cancel or reschedule my experience?
Once you have booked an experience, you can cancel or reschedule with Cloud 9 up to fourteen (14) days prior to your booked date. If you attempt to cancel or reschedule less than fourteen (14) days prior to your booked date, you will be subject to the individual service provider's cancellation and reschedule policy.
[ back to top ]
Note: certain service providers have cancellation and reschedule policies that are outside Cloud 9 Livings fourteen (14) day policy. These policies can be found on the experience detail page of any given experience. In the case that you wish to cancel or reschedule with one of these providers, please contact Cloud 9 Living and we will do our best to work with the provider regarding your particular issue.
[ back to top ]
Can I add additional participants to my experience?
Yes, please inform us during the booking process if you would like to add additional participants to your experience. Please note that there are certain restrictions as to the maximum number of participants (based on availability) and spectators for each experience. These details can be found on each experience detail page.
[ back to top ]
Are there any restrictions I should be aware of or before booking an experience?
Certain experiences have minimum or maximum requirements; such as number of participants, age, height, weight, health or other factors. This information is provided on the Experience Details page. Cloud 9 Living does its best to include all restrictions or requirements on each Experience Detail page; however we cannot take responsibility for any inaccuracies. It is the responsibility of the recipient to comply with all necessary requirements. Cancellations made as a result of the inability to meet the service provider's requirements are non-refundable.
[ back to top ]
What happens if there is bad weather on the day of my experience?
Certain Experiences are very weather dependent. You should not assume that weather conditions will result in a cancellation of a booked Cloud 9 Experience, as failure to appear will result in the loss of you Experience value. Always contact the Experience Provider with any questions regarding weather conditions. All Experiences cancelled by the provider due to weather conditions will be rebooked, subject to availability, without penalty.
[ back to top ]
Do you allow for refunds?
For more information on returning and Experience Reward call Priority Club Rewards at 1-888-211-9874
[ back to top ]
What happens if I have remaining credit in my account after I redeem my experience?
Any remaining credit will be stored in your account summary and will be applied towards the purchase of a Cloud 9 Living gift or a new experience you wish to book. This remaining balance will expire after twelve (12) months of non-use, except in state where prohibited by law.
[ back to top ]
Does Cloud 9 Living, LLC offer insurance for experiences?
No, Cloud 9 Living, LLC does not offer insurance. Our service providers maintain liability insurance as required by their industry and by law. In addition, some providers may require liability waivers to be signed before participation.
[ back to top ]
May I transfer my Experience Reward to someone else?
Yes. You may transfer any Cloud 9 Experience reward to someone else prior to the booked date of such Experience. Please refer to our Terms and Conditions section on Assignability for complete details.
[ back to top ]
If my Experience Reward has been lost or stolen, will Cloud 9 replace it?
No, we cannot replace lost or stolen experience rewards.
[ back to top ]
