When we booked our experience - we found out that the Shard was closed during the time we wanted to go - so we exchanged the voucher. 1 week before going, the Shard had re-opened early, so i called customer services, and they were amazing in explaining what I needed to do to exchange it back. I had to call the restaurant to get them to un-claim the voucher, and then I was able to exchange back to the original plans. It was such an easy process and made changing plans last minute seamless. It was a wonderful surprise for my Husband for our 10th Wedding Anniversary! Happy Customer who will be coming back!