Frequently Asked Questions

"I've forgotten"

"Thought it was tomorrow/another day"

"Got the times mixed up"

Unfortunately, we are unable to refund or re-book your session to another slot so please ensure you put the correct day and time in your diary when you book!

WEATHER: Please note, the weather can be very unpredictable and can change day to day, hour to hour often contrary to weather forecasts. 

Calderbrook Alpaca sessions are still fun and enjoyable in rainy, snowy and/or cold weather. Please ensure you dress appropriately... with particular attention to suitable footwear (good grip is essential!). 

In extreme cases of bad weather and, at Calderbrook Alpacas discretion, we may need to rearrange a session to make sure that everyone is safe and happy.  

If Calderbrook Alpacas cancel the session due to bad weather: We will contact you by WhatsApp in advance (as much as is possible) to either offer a different date to re-arrange  or pop your tickets on hold for 12 months. 

If you choose not to attend on account of the weather: If you feel the weather is too bad for you, yet your session still goes ahead, we will not be able to offer you a re-book or refund. 

CANCELLATION POLICY:

Changed your mind? Our refund policy is only offered to bookings that are booked at least 7 days in advance and are cancelled within 24 hours of when the booking has been made. All cancellations must be made via email to avoid any time discrepancies. Please use info@calderbrookalpacas.co.uk for this. 

Calderbrook Alpacas can not be held responsible for, temporary, nationally or locally imposed government animal health restrictions i.e. Avian Influenza,  Foot & Mouth or TB viruses which are outside of our control. Although these restrictions are rare, some experiences booked within these time restrictions may be affected. As a result guests will be notified and experiences booked in, may be rescheduled, but not refunded. Only when absolutely necessary, visitors may be subject to on site bio-security prevention measures on entry.

Find a date that you would like to attend and then pop your voucher code which is on the reverse of your voucher in to the discount box upon checkout.

If for some unforeseen reason we have to cancel the walk like an alpaca needs emergency medical care we will contact you to reschedule. Refunds do not apply.

Voucher extensions of 3 months are offered at an administration fee of £15. You must contact us within 7 days of its expiry. Unfortunately we are unable to extend/reimburse vouchers that have expired outside of this period. 

Rescheduling 

If you are unable to attend the time & date booked, in order to re-arrange your booking, you must give Calderbrook Alpacas at least 96 hours notice. 

Please note that we cannot guarantee your booking can be moved to another date within 6 weeks due to availability. 

As our activities take place outside in the fresh air, we are fully versed in risk assessment and  safe operating procedures. We would like to reassure our visitors and those looking to book that we are doing our utmost to protect both our visitors and are confident in providing a safe and hugely enjoyable experience that will be beneficial to physical and mental wellbeing.

We ask that if you show any Covid 19 symptoms or have been in contact with anyone with symptoms you do not arrive to take part in your alpaca experience.

The following measures have been put in place to assure visitor safety. 

• Antibacterial hand-washing facilities will be available at the beginning and end of your visit.
• Staff will keep a two meter distance between themselves and visitors during the activity. This will be adjusted accordingly as government policy updates.
• Visitors are required to and be responsible for keeping social distancing in place between themselves and those outside of their household.
• Biodegradable gloves will be provided for visitor use on request. As an outdoor activity the wearing of masks is at customer discretion – masks will not be provided unless in a first aid emergency where social distancing guidelines cannot be followed.

If you would like to see our full Covid19 risk assessments or you have any specific queries or requirements please get in touch.