Alpaca and Animal Experience Terms & Conditions

Animal Experiences

Our Alpaca walks will be trekking through fields that may be uneven, muddy and hilly. We cannot authorise wheelchairs, pushchairs or walking aids on this experience for this reason. You may also witness uneven ground on our other experiences, and for this reason we do not authorise for any pushchairs to go into the animal paddocks. Our alpaca walks do require a degree of physical fitness, you will need to be able to stand unaided or walk between 60 and 90 minutes. If you are unable to do this we would not recommend the walks but one of our other experiences will be suitable. Adults must feel their child can walk the full distance of the experience and we will not allow you to carry your child, you need both hands on the rein for the alpaca. We do have the right to refuse if we feel there may be a risk to your safety or if you will not be able to keep up with the group and a refund will not be given.

Our Farm experiences and encounters are accessible if you follow the paths around the enclosures, you may come across some uneven paths and you may need to step through doors to get into the paddock. The Farm experiences are wheelchair friendly due to the paths but some paddocks may not be ideal due to the uneven terrain, but we can adapt the experience to suit your needs. We also always go through a health and safety talk beforehand.

Accidents –

Accidents do happen and we do give a health and safety talk before all experiences, which should be followed. We cannot accept responsibility for any accidents or injuries that occur on our farm.


Amending bookings-
If you need to change or amend your booking, you can email to do that. Please note we do require 48 hours’ notice for all changes.


Bookings –
All bookings do need to be done online at the moment. If you email with the date you require, we can then advise you if it is available and send the link with the go ahead to book. Weekends and school holidays do fill up very quickly; we recommend you book in advance. All experiences do require a minimum number of attendees, if this minimum is not met we will reserve the right to reschedule your booking. All tickets are non-transferrable and payment needs taking upfront. 


Experience Numbers –
All experiences require a maximum number of attendees to follow government guidelines. If we have no availability on the selected date, we will send you the dates we do have. 


Cancellation and Rescheduling-
Tickets are non-refundable. We do operate a 48 hour cancellation and rescheduling policy. If you do not contact us before 48 hours we will be unable to move your experience. All bookings will be subject to a gift voucher or we can move the date. Burntwood Alpaca and Animal Experiences are also in their rights to cancel an experience due to severe weather, maintenance or if minimum booking numbers have not been met.


Lateness and Not turning up –
We recommend arriving 15 minutes prior to the start of your experience. The experience will start on time and any latecomers will be unable to join the experience and no refund will be given. Please plan your journey based on this.  If you do not turn up for your experience, no refund will be given and you will not be able to reschedule.


During your experience our staff members will be happy to take photos for you on your own devices, we may take photos ourselves to use on our social media that we will ask your consent for.


Pregnancy –
If you’re pregnant please be aware that we are a working 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 come to our farm or participate in an experience we recommend you do not touch sheep or lambs and thoroughly wash your hands after being around any of our other animals, especially before consuming food.


Our experiences run in all weathers unless deemed unsafe. Please dress appropriately for your experience according to the weather forecast.


Umbrellas – These cannot be taken on our experiences as they pose a health and safety risk to our animals.


Clothing – We are a farm, we do ask for trainers, boots or wellington boots to be worn when on the experiences. We also ask for you to wear long trousers and dress for the weather. If you do not adhere to this we can refuse your entry to the experience and a refund will not be given.


It is entirely the choice of the animals whether they wish to participate or not. Luckily the promise of some tasty treats normally proves all too tempting, but sometimes they may not be in the mood, in which case you will be able to enter their environment and get to view them up close whilst being told about them by your keeper. We can not offer a refund if this happens.