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SURPRISE.COM COVID-19 POLICY

UPDATED DECEMBER 2020

We take seriously the risks that COVID-19 presents to our valued clients - your
health and safety is of the utmost priority to us. Our team closely monitors the
situation through daily reviews of all impacted geographies, vendors, and prize
recipients. Despite our best efforts, we may experience varying levels of
negative impact on our fulfillment operations, as we rely on the availability
and preparedness of our vendors and partners, as well as the ever-changing
policies and regulations of local, state, and international governments. We aim
to be as transparent and flexible as possible throughout the pandemic, and are
committed to fulfilling your prize to the level you expect and deserve!

We take seriously the risks that COVID-19 presents to our valued clients - your
health and safety is of the utmost priority to us. Our team closely monitors the
situation through daily reviews of all impacted geographies, vendors, and prize
recipients. Despite our best efforts, we may experience varying levels of
negative impact on our fulfillment operations, as we rely on the availability
and preparedness of our vendors and partners, as well as the ever-changing
policies and regulations of local, state, and international governments. We aim
to be as transparent and flexible as possible throughout the pandemic, and are
committed to fulfilling your prize to the level you expect and deserve!


COVID-19 POLICIES FOR SURPRISE.COM PRIZE FULFILLMENT

 * Swapping for Remote Prizes or Gift Cards - We will make exceptions and
   consider prize swaps that were not allowable in the past. You will be offered
   prize swap options from our extensive remote prize menu, which consists of
   experiential prizes that may be enjoyed from the safety of your home. We will
   also thoroughly review and consider gift card requests in lieu of remote
   prize swap options, and approve such requests when it is within our power to
   do so.
 * Putting Experiences On Hold - We recognize that your prize may be an
   experience that is worth the wait for you, and we would be happy to put your
   prize on hold until such a time that it can be enjoyed safely. You may
   request to put your prize on hold at any stage of the fulfillment process,
   and we will do our best to accommodate.
 * Mitigating Loss of Prize - We are taking additional steps to protect your
   prize, such as added insurance wherever available and favoring vendors with
   generous refund policies. In the event that your experience must be
   rescheduled or cancelled, we will also make every attempt to work with our
   vendors and seek refunds or credits where possible to avoid impacting your
   prize value.
 * Vendor/Government-Initiated Cancellations - Should an experience be cancelled
   by either the vendor due to COVID-related risk, or as a result of government
   regulations, we will work hard to make up the experience at a later date at
   no cost to you as possible.

We appreciate your patience and understanding as we navigate the pandemic
together. We will continue to share updates as we have them to keep you
well-informed about your prize, and work closely with you to ensure that your
prize is something you will truly enjoy!

If you have any questions related to this policy, please respond to your
dedicated concierge or email our concierge team directly at
concierge@surprise.com.

Sincerely,
    Terry Munroe
    Vice President of Customer Experience



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SURPRISE.COM INTERNAL POLICIES

 * In addition, as of March 9th, out of an abundance of caution, we have asked
   our employees to minimize any non-essential business travel and to avoid any
   large gatherings (20+ people).
 * We are also offering our employees the option to work from home and may
   consider fully remote operations as the situation dictates.
 * Mandatory WFH for any employee that has regular close contact with any higher
   risk individuals (older, immunocompromised, etc.)
 * Regardless of these changes, we are set up operationally and technically for
   fully remote US-based operations for the duration of this situation.

This is an evolving situation, so these policies are subject to change. In the
case of any material adjustments to the above stated policies, we will contact
you directly to ensure you are informed.

If you have any questions or concerns related to this policy, please email our
concierge team directly at concierge@surprise.com.

 

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For any questions unrelated to the coronavirus outbreak, please reach out to me
directly. And as always, you can direct your employees to send their questions
directly to our concierge team at concierge@surprise.com.

Sincerely,
    Terry Munroe
    Head of Customer Experience