booking terms & conditions

Accessibility- The experiences include walking around our farm tracks which may be 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.

For information on Carers, please see the bottom of our FAQ’s page.

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.

Age restrictions - Please take the time to read our age restrictions before booking on each individual experience. 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.

Our Alpaca Walk experiences are not suitable for children aged 4 and under (and possibly for children aged up to 6) due to a walking requirement of up to 90 minutes, in sometimes rough terrain. All children aged 4 and under must be in a carrier and (or any age that staff are concerned with their ability to complete up to 90 minutes of walking) will not be permitted to attend the experience without a carrier.

Amending Bookings - If you would like to change or amend your booking, 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.

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 at least 48 hours prior to your experience, we will be unable to move your experience. We must uphold this policy under all circumstances.

If you cannot reach us by phone (01283 552854) please email us (smile@pukkapacas.com) as soon as possible.

Dogs - Dogs are welcome on the farm but they are not permitted on experiences or in our petting farm. Dogs are also not permitted in the Chilli Bean Café but are permitted in our outdoor eating area. Dogs must be kept on a lead at all times.

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.

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

Lateness - For all experiences we run a strict policy with regards to latecomers. You MUST be checked in at the shop 15 minutes before your experience start time. We recommend you arrive at Charnwood Forest Alpacas 30 minutes before your experience begins to avoid disappointment as there may be queues in the shop to sign in.

All experiences start on time and it is essential that you are signed in and 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.

Photography - During the experience, your Walk Leader will be happy to take photographs for you on your own devices at the designated stop point, 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. During the walk, you require 2 hands on the alpaca’s lead rope at all times so photos will be restricted to the stop point only.

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 read our information on carers and contact us before booking as we will assess each situation on person to person basis.

Pregnancy - 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 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.

This experience is a physical activity which involves walking up hills and over uneven terrain. You must be capable of walking at a pace that keeps up with the rest of the group without putting a strain on your health.

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. Please ensure you check your spam folder for any booking confirmations, as sometimes these end up here.

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.

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.

Risk Assessments - Our full farm risk assessments are part of our terms and conditions and can be read in full here.

Riding School 10 block voucher - No refunds will be given on lessons booked in a block of 10 or more via ECPRO. Credit can be forwarded onto another account.