Terms and Conditions

BOOKING TERMS & CONDITIONS

Accessibility- The walks will be trekking through fields that maybe rough, bumpy or muddy. We cannot authorise wheelchairs, pushchairs or walking aids on any experience for these reasons.

All of our walks require a degree of physical fitness. You will have to be able to walk or stand unaided for between 60 and 90 minutes. If you are unable to do this we would advise that the walks would be unsuitable.

When bringing young children, adults must feel confident that their child can walk the whole distance of this 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 have both hands on the rein of the alpaca at all times.

Our Cria watch and meet and greet experiences require you to be standing unaided for an hour and there are no seating areas in the field.

We reserve the right to refuse you participation of the experience if we feel it is a risk to your own safety or we feel you will not be able to keep up with the group. In this instance you will lose your experience as no refund will be given.

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, there is a link on the bottom of your confirmation email. If that does not work, please email smile@pukkapacas.com. Please note that we require 48 hours notice (two working days) with regards to the changing of bookings.

Booking - All bookings are done online. Please select which experience you would like to book and follow the booking instructions on the page. Bookings must be made at least 48 hours in advance. Weekends and school holidays are especially busy so we recommend booking a few weeks in advance.

When booking if the calendar is only letting you select 1 from the drop down menu or is saying 1 of 16 this means that there is only one space left on that experience. If you are booking for 2 or more people, even if the voucher you have is for 2 people, you need to select a time and date which will let you pick 2 or more from the drop down menu. This will ensure that you have booked the correct amount of spaces for your experience as 1 person = 1 space.

Experience Numbers - All experiences require a minimum number of attendees. If this minimum number is not met, we reserve the right to reschedule your booking to the next available slot or offer a voucher valid for 12 months. We will not offer a refund in these circumstances.

Cancellation and Rescheduling - Please be aware that we operate a 48 hour (2 working days) cancellation and rescheduling policy. If you do not contact us before 48 hours we will be unable to move or refund your experiences. If you cannot reach us by phone (01283552854) please email us (smile@pukkapacas.com) as soon as possible. We must uphold this policy under all circumstances.

Cooling off - If your experience has been booked within 14 days and purchased through ourselves, you can amend your experience for a different product or experience, (if equal to or lower than the original cost) or cancel and request a refund to the original payment method.

After 14 days the standard Cancellation and Rescheduling Policy applies.

  1. Please email smile@pukkapacas.com with details of your experience and your reason for amending or cancelling

  2. We will aim to respond within 5 working days with details on on how to proceed.

Age restrictions - Please take the time to read our age restrictions before booking. Failure to comply with these restrictions on the day will result in entry refusal and no refund will be given. Age restrictions vary by experience and be found on each individual experience page.

iPhones and iPad - Unfortunately our website is not compatible with Apple products, including iPads. Please use another device to book an experience.

Lateness - Our guides will begin all experiences on time. Latecomers will be unable to join the experience, and no refund will be given. Please plan your journey to arrive 30 minutes early, and plan for traffic; refusal to join the experience tends to offend. In busy periods the queue for signing can become long and you will need to allow time for this.
The cut off point is 5 minutes after the experience is due to start for a Sparkling Afternoon Tea and Walk or Cria Watch, 10 minutes for a 90 Minute Walk and 15 minutes for a Horse Riding experience. If you arrive after this cut off point you will be unable to do the experience as you will have missed the health and safety talk and we will be unable to reschedule or refund your experience after this point.

Cut off point = must be signed in and seated in the talk barn by this time.

If you miss the cut off point you will be unable to take part in the experience as you will have missed the mandatory health and safety talk. These procedures must be followed and we are unable to make exceptions.

In these cases we are unable to offer refunds or to reschedule the experience.

We understand some circumstances cannot be prevented and are unforeseen, however we must stick to our policies in all cases.

"No Shows" - Failure to cancel bookings which result in a "no show" will mean the booking is lost and no refund will be given.

Opening Times - The farm is open from 9.30 am to 4 pm Monday, Thursday and Friday and 9:30 am to 5 pm Saturday and Sunday.

The Chilli Bean is open inline with the farm plus 10 am to 2 pm Tuesday and Wednesday. You are welcome to visit the farm during this time and walk along our Farm Walk trail, however there will be no experiences running on these days (Tuesday and Wednesday).

Photography - During the experience, your Walk Leader will be happy to take photographs for you on your own devices, we may use these photographs for advertising purposes on social media at a later date. By booking with us we will trust this is accepted by you and all party members unless a member of staff is notified on the day prior to the walk or you contact us in advance.

Pre-existing medical conditions - Our staff are not medically qualified and so are not in a position 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 we feel you will not be able to keep up with the group.

If you are a carer or you are bringing someone who you feel needs special allowances made for them please contact us before booking as we will assess each situation on person to person basis.

Voucher Redemption - Booking is required following receipt of your voucher. If you do not receive a confirmation email then you have not made a booking.

Vouchers - Terms & conditions are applicable to bookings purchased directly from us. Third party purchases, such as Groupon or Wowcher, may have additional terms which will be on vouchers.

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