VISITOR INFORMATION & BOOKING TERMS

📅 BOOKING, CHANGES & CANCELLATIONS

Booking
Experiences can be booked through our website or by calling 07875 716911. Weekends, school holidays and seasonal events can be particularly busy, so we recommend booking in advance.

Changing your booking
If you need to change your booking, please email wetleymooralpacas@yahoo.com. We require a minimum of 48 hours' notice to move a booking to an alternative available date.

Cancellations
Bookings are non-refundable.

If you can no longer attend and give us at least 48 hours' notice, we will offer you the opportunity to reschedule your experience to another available date.

With less than 48 hours' notice, we are unable to offer a refund or reschedule.

No-shows
If you do not attend your booked experience, no refund or reschedule will be offered.

If we cancel
Very occasionally, we may need to cancel an experience due to severe weather, animal welfare concerns or circumstances outside our reasonable control. If Wetley Moor Alpacas cancels your experience, you will be offered either an alternative date or a voucher for the value of your booking.

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⏰ ARRIVAL & LATENESS

Please arrive at Wetley Moor Alpacas approximately 15 minutes before your experience and ensure you are checked in and ready at least 5 minutes before the advertised start time.

Our experiences begin with an important health and safety briefing and therefore start promptly.

Unfortunately, we cannot admit latecomers once an experience has begun. Missing an experience because of late arrival will be treated as a missed booking and a refund or alternative date cannot be offered.

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👧 AGE RESTRICTIONS & CHILDREN

Please check the age restrictions for your chosen experience carefully before booking.

For Alpaca Trekking, children aged 8+ may walk an alpaca independently.

Children under 8 may accompany an alpaca trek but cannot have primary control of an alpaca. An accompanying adult must retain control of the animal.

Children under 2 years old may join an alpaca walk free of charge but must be carried in a suitable carrier. Pushchairs cannot be taken on trekking routes.

All children under 16 must be supervised by an adult. Where children aged 8+ are independently walking alpacas, we require one supervising adult without an alpaca for every two children.

For Donkey Trekking, walkers must be 12 years or older.

Our Meet & Greet experiences are much better suited to families with very young children and visitors who may find a longer walk difficult.

Please read the restrictions for your chosen experience before booking. If your party does not meet the stated age or participation requirements on arrival, we may have to refuse participation and no refund will be given.

 

♿ ACCESSIBILITY & FITNESS

Our trekking experiences take place along bridleways and rural paths, which may be rough, uneven, bumpy, wet or muddy.

For these reasons, wheelchairs, pushchairs and walking aids cannot be used on our trekking experiences.

Participants on our standard walks should be capable of walking and/or standing unaided for approximately 45–60 minutes over rural terrain.

If you have limited mobility, we recommend our Meet & Greet experience, which takes place on the farm and is accessible to wheelchairs and pushchairs.

We may also be able to arrange a shorter private experience for visitors with limited fitness or mobility. Please contact us before booking so that we can discuss what's possible.

Carers & additional needs
If you are a carer or are visiting with someone who may require additional support or adjustments, please contact us before booking. We consider individual requirements on a case-by-case basis and will do our best to find the most suitable way for you to enjoy the farm.

Accessibility & Inclusivity ---->

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🩺 HEALTH, MEDICAL CONDITIONS & PREGNANCY

Our team are not medically qualified and cannot assess whether an individual is medically fit to participate in an experience.

It is each participant's responsibility to consider whether they are physically able to safely take part. If you have a medical condition that may affect your ability to participate, please seek appropriate medical advice before attending and let your Walk Leader know where relevant.

We reserve the right to refuse participation if we reasonably believe continuing would present a significant safety risk to you, other guests, our team or our animals.

Pregnancy
We do not recommend leading an alpaca while pregnant due to the uneven terrain and the unpredictable nature of working with animals.

Pregnant guests are very welcome to accompany an alpaca trek without leading an alpaca, or alternatively we recommend booking our accessible Meet & Greet experience.

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🌧️ WEATHER, CLOTHING & FARM CONDITIONS

Wetley Moor is an outdoor working farm, and our experiences generally continue in normal British weather — including rain!

Please check the forecast before visiting and dress appropriately. Sturdy outdoor footwear is strongly recommended, as paths can become wet, muddy and slippery.

If conditions become unsafe for our guests or animals, Wetley Moor Alpacas may postpone or cancel an experience. If we cancel, you will be offered an alternative date or voucher.

If an experience is going ahead but you choose not to attend because of the weather, the normal cancellation policy applies.

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🐾 ANIMALS, DOGS & SAFETY

The welfare of our animals comes first.

Animals can be unpredictable and participation in an animal experience carries an inherent level of risk. All guests will receive a health and safety briefing before their experience and must follow the instructions of our team throughout their visit.

Accidents are very rare, but they can happen. Guests are responsible for following the safety guidance provided and for taking reasonable care while on the farm.

We reserve the right to stop someone's participation if their behaviour puts themselves, another person or an animal at risk.

Dogs
Pet dogs cannot accompany our walks or animal experiences and should be left at home.

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📸 PHOTOGRAPHY

Our Walk Leaders are usually very happy to take photographs of you using your own phone or camera during your experience.

Our team may also take photographs or videos during experiences and events for use on Wetley Moor Alpacas' website, social media and promotional materials.

We will always respect your photography preferences. If our team is taking identifiable photographs for promotional use, guests will be given the opportunity to let us know that they do not wish to be photographed. Additional consent procedures may apply to organised groups, schools and children.

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🎟️ VOUCHERS

Gift vouchers must be redeemed within the validity period shown on the voucher and are subject to availability.

Once an experience has been booked using a voucher, the same 48-hour amendment policy applies.