Experience Policies

Last updated: December 1, 2021

Guiding Principles

  • We want to maintain the safety of our Recipients.
  • We are here for Experience Providers and expect them to follow the guidelines in their local area.
  • We will inform people to consider the associated risks of an experience and ask them to sign off on acknowledging those risks before scheduling.
  • We expect our Recipients to own their decisions and be responsible for their actions.

At this time, please note that we have made the following policy decisions, effective November 1st, 2022. Blueboard will update these policies in response to any new information as necessary.

  • If you have redeemed a reward that is affected by COVID related availability, but have not yet scheduled and confirmed your experience with your Concierge, we can reset your reward so that you can choose another offering.
  • Blueboard will reschedule an experience when a claim for an extenuating circumstance(s) is present. Blueboard will honor Extenuating Circumstances up until the scheduled appointment time.
  • Please note that once your booking has been finalized,  it may not be possible to cancel or reschedule the booking. Once booked, any applicable requests must abide by the Experience Provider’s terms and conditions, including reschedules and cancellations.
  • Some Experience Providers only have fixed dates available to choose from and cannot be customized to accommodate each and every Recipient’s preferred dates and times.
  • Recipients who do not show up for their scheduled experience and have not contacted our team will be considered a No Show, and their experience will be forfeited.

Reschedule and Cancellation options outside of COVID 19

  • Blueboard will reschedule an experience when a claim for an extenuating circumstance is present.
  • Blueboard will honor Extenuating Circumstances up until the scheduled appointment time.
  • Recipients who do not show up for their scheduled experience and have not contacted our team will be considered a No Show, and their experience will be forfeited.

In the case of an emergency or urgent situation, or if you are looking to reschedule your experience without an extenuating circumstance, please reach out to your Concierge, contact our Support team, or our text support line at (415) 843-8023. 

Requests for reschedule or cancellations when an extenuating circumstance is not present will not be accommodated.


Travel Insurance

  • We may accommodate a Recipient’s request to add on travel insurance if it falls within the reward value and is available at time of booking as an add on. This must be requested prior to purchasing.
  • If adding on travel insurance does not fall within reward value and is not available at time of booking as an add on, Recipients can visit http://insuremytrip.com and Recipient may browse policies with different providers and secure the insurance themselves. Concierge will not be responsible for sourcing insurance options for the Recipient, as it is not within the scope of experiences offered.

COVID-19 Reschedule and Cancellation Options

If your experience has been impacted by COVID-19, was booked prior to November 1, 2022, and your experience date is before January 1, 2023:

  • Please reach out to your Concierge, contact our Support team, or our text support line at (415) 843-8023 to notify our team as soon as possible.
  • The Experience Provider’s reschedule and cancellation policy will apply, however, if you’re sick due to COVID-19, this will be covered under our Extenuating Circumstances Policy, and we will be able to reschedule your experience.
  • The rescheduled experience must be of the same type. Requests to switch experience type will not be accommodated. 
  • Depending on our experience providers’ policies, there may be additional costs for rescheduling. We’ll do everything we can to work with providers to determine what options are available.
  • Recipients who do not show up for their scheduled experience and have not contacted our team will be considered a No Show, and their experience will be forfeited.

If your experience has been impacted by COVID-19, was booked after November 1, 2022 or your scheduled experience date is after January 1, 2023:

  • Please reach out to your Concierge, contact our Support team, or our text support line at (415) 843-8023 to notify our team as soon as possible.
  • If your reservation was made on or after November 1, 2022 and COVID-19 affects your experience plans, Experience Provider’s reschedule and cancellation policy will apply. Our Extenuating Circumstances Policy does not cover COVID-19 related cancellations for these bookings, and requests to cancel or reschedule will not be accommodated.
  • Recipients who do not show up for their scheduled experience and have not contacted our team will be considered a No Show, and their experience will be forfeited.

Blueboard will update these policies in response to any new information as necessary. We strongly urge recipients to take recommended precautions, and encourage you to follow local guidance as well as monitor reporting from the World Health Organization and the CDC. You can view travel requirements and/or restrictions by clicking here.

For ongoing questions, please reach out to your CSM directly, or contact our broader team at support@blueboard.com.