Please read before booking

• For group bookings please contact us via email at info@burntwoodalpacas.co.uk and we will do our best to ensure your group has a private experience.

• Children under 16 must be accompanied by an adult on all experiences. Where two participants are booked, if one is under 16 the other must be an adult.

• We do not offer any experiences for children under the age of 4. Please check age restrictions on experiences before booking.

• Your experience tickets include farm admission for the entire day. If you plan to spend time on the farm other than your experience, please ensure the farm is open for general admission on the day of your visit. Our opening times are weekends only during term time, and every day during school holidays.

• All bookings are non-refundable.

Accessibility

The experiences include walking around our farm fields which may be rough, bumpy, or muddy. We cannot authorise wheelchairs, pushchairs or walking aids on any experience for these reasons.

All our walks require a degree of physical fitness. You will have to be able to walk or stand unaided for around 60 minutes. If you are unable to do this, we would advise that our animal experiences would be unsuitable.

When bringing young children, adults must feel confident that their child can walk the whole distance of the experience. If they cannot, you must bring a sling or a carrier as we cannot authorise pushchairs on our experiences and cannot allow you to carry your child as you must always have both hands on the rein of the alpaca.

Dress code

For alpaca, meerkat and keeper experiences, closed-toe shoes and long trousers are required.

Accidents

Accidents do happen, albeit very rarely. We give an extensive health and safety briefing prior to any experiences, and you should follow the instructions given. We cannot accept responsibility for any accidents or injuries that occur on our farm.

Amending bookings

If you would like to change or amend your booking, you will need to do this via email to info@burntwoodalpacas.co.uk. Please note that we require 48 hours’ notice (two working days) with regards to the changing of bookings.

Cancellation and rescheduling

Please be aware that we operate a 48-hour (two working days) cancellation and rescheduling policy. Cancellations or reschedule requests made with less than 48 hours’ notice will not be rescheduled and will result in your experience being cancelled. If you cannot reach us by phone (01543 450451) please email us (info@burntwoodalpacas.co.uk) as soon as possible. For cancellations outside of 48 hours a voucher will be issued, and no refunds will be given. We must uphold this policy under all circumstances.

Lateness

For all experiences we run a strict policy with regards to latecomers. You must be checked in at the shop 10 minutes before your experience start time. We recommend you arrive 15 minutes before your experience begins.

All experiences aim to start on time, and it is essential that you have arrived and are ready to start your experience on time. The experience starts with a health and safety briefing, and it is for this reason we are unable to accept latecomers in any circumstances. We will be unable to reschedule or refund your experience after this point.

No shows

Failure to cancel bookings which result in a “no show” will mean the booking is lost and no refund will be given.

Pre-existing medical conditions

Our staff are not medically qualified and so are not able to assess the capacity of participants to undertake an experience. It remains your responsibility to undertake such an assessment prior to the experience. If you are under any doubt, please consult a doctor beforehand.

However, we reserve the right to refuse you participation of the experience if we feel it is a risk to your own safety or feel you will not be able to keep up with the group.

Pregnancy

We are a farm with live animals. We therefore have natural bacteria and parasites which in some circumstances may be harmful to a pregnancy. If you choose to visit the farm or participate in an experience, we recommend you do not touch pregnant sheep or lambs and thoroughly wash your hands after being around any of our other animals, especially before consuming food.

Voucher redemption

Booking is required following receipt of your voucher. If you have a voucher and would like to redeem it against one of our experiences, please email info@burntwoodalpacas.co.uk with plenty of notice. We advise a minimum of 2 to 4 weeks in advance. If you do not receive a confirmation email, then you have not made a booking. For any voucher queries please email us at info@burntwoodalpacas.co.uk

Weather

Our experiences run in all weathers unless deemed unsafe (amber weather warning or higher or thunder and lightning within a 5-mile radius of the farm). If we do plan on cancelling experiences, we will call you as soon as we can to let you know. Please dress appropriately for your experience, umbrellas cannot be taken on our experiences as they pose a health and safety risk to our animals.

Complaints procedure

Complaints must be made within 48 hours of your visit and placed in writing to the email address info@burntwoodalpacas.co.uk. A response will be within 5 to 7 working days via email.