Animal Welfare
We at Fennell’s Alpacas subscribe to the Code of Conduct for Alpaca Trekking outlined by the British Alpaca Society and apply these wellbeing guidelines to all our alpaca experiences. We are also completing all licensing requirements outline by the South Gloucestershire District Council.
We take the safety, welfare, and wellbeing of our animals seriously and will not hesitate to ask any visitor to leave that we feel may jeopardise their wellbeing. Alpacas as with all animals can be unpredictable if disturbed and need to be treated with respect. Loud, disruptive, or boisterous activity will be strongly discouraged.
If the temperature is over 26 Celsius it is likely that your walk will be rescheduled. We will walk earlier in the day or reschedule for another day. Although this may not be convenient for all, the welfare of our animals and our walkers is our main concern.
Parents/carers are responsible for the safe supervision of children. Under 16’s need to be accompanied by an adult for their group.
All participants must be over 12 years old to walk an alpaca independently. Children between 8 – 12 years can walk an alpaca on a double lead with a paying accompanying adult.
Being herd animals, alpacas will not walk or be left on their own, therefore at least two alpacas need to be booked per experience unless you join with another group.
Booking Policy
Once a booking is paid we cannot offer refunds except in exceptional circumstances at our discretion. Please see our cancellations and rescheduling policy below.
Cancellations
If you cancel your booking within 48 hours of the scheduled day and time, no refund will be given.
Please note: We still go out in the rain and this is not a valid reason to cancel. We will walk in most weather conditions unless it is unsafe to do so. We do not cancel walks due to rainy or windy weather.
In the case of severe weather e.g storms, extreme heat, heavy snow, we reserve the right to cancel or move your booking if we feel it is unsafe for our animals and humans to go out. If we must cancel any walk for any reason, we will either reschedule your walk or offer a full refund.
Rescheduling
If we are contacted 48 hours or more ahead of your scheduled booking, we will offer one opportunity to rebook your experience for another time. Please ensure that you contact us by phone or email asap on 07912 770053 or [email protected].
Refunds / Returns
“No Shows” Bookings which result in a “no show” will mean the booking is lost and no refund or voucher will be given.
We cannot refund vouchers.
Experience Rules
All visitors must be in good health and if any visitor has a medical condition that might preclude them from taking part in the experience, they must declare them. Our staff are not medically trained and all visitors must be responsible for their own medical condition.
Furthermore, we reserve the right to refuse participation of any visitor if we feel it is a risk to their own safety, to the safety of the group or our animals.
Tardiness – Please arrive in good time for your experience, as we will not hold up further bookings or group activities to accommodate late comers. If you are late for your experience and we have proceeded without you, you will not be offered a refund.
Footwear – Under no circumstances will walkers be allowed to take part in a walk with any type of open top shoe, flip flops or high heels. Suitable, sensible sturdy footwear must be worn.
All experiences currently take place on our farm and we will endeavour to make sure walkways are clear. Please note as it is a farm, the ground can be uneven, muddy and slippery at various times of the year.
You may need to walk over a disinfectant matt before entering the farm. This is for farm biosecurity and protecting the health of the alpacas.
We request that you wash your hands with soapy water before you come onto the farm and again before you leave. Please do not put your hands in your mouth after touching the animals and make sure you wash your hands thoroughly before you eat.
Everyone visiting the farm must be aware that all animals (alpacas included) can carry pathogens that may be harmful to your health. It is important that you listen to instructions given to you by your guide and follow instructions on any signage around the farm.
If you are a carer or you are bringing someone whose needs are special, please contact us ahead of time. We are happy to assess individual situations to ensure the best experience for all.
If you are pregnant, please consult a health care professional for advice before booking a walk.
All walkers will be provided a safety briefing and will be required to sign a disclaimer before proceeding with the walk. Guides have the right to refuse anyone to take part in the walk who is not following guidance or who is felt to be a risk to themselves, the group or the animals.
Courses Terms and Conditions
A 50% non refundable deposit is required at the time of booking. Full details are available on registration information. If you cancel prior to commencing the course and we are able to fill the cancelled place, 50% of the deposit will be returned.
The balance of the course payment is due before commencing the course and can be paid on the day. In the event of cancellation the person booking will be allowed to transfer the deposit to a booking on an alternative future date. The participant booking a course will not be allowed to transfer their booking to another person.
In the event of us not being able to run the course due to unforeseen circumstances a full refund of the deposit will be made. No additional compensation will be made.
The Legal Stuff About the website
By using this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Fennell’s Alpacas relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. The term ‘Fennell’s Alpacas or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website. The use of this website is subject to the following terms of use:
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
This website uses cookies to monitor browsing preferences. If you do not wish to receive cookies please edit your browser settings. All information is anonymous. We do not pass anything on to third parties.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance images and graphics. Reproduction is prohibited without express written permission from Fennell’s Alpacas.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Payment
All orders placed through the website now use the STRIPT payment service to process your payment. This is completed through their servers, and as such we are not in direct contact with any of your account information. We do not store any payment details on our servers.
Incorrect Prices
Occasionally we may get a price wrong online or discounts incorrectly applied. We will always try and honour the price displayed, however this may not always be possible. Acceptance of an order contract does not occur until items are shipped. If we are not able to honour the displayed price we will always contact you and ask if you would like to pay the difference or cancel the order.
Cancelling An Order
Cancellation details for our experiences is noted above. For physical product purchased on our site you have the right to cancen the order up to 14 days after receive your goods.
Goods to be returned must be unused. The cost of returned unwanted goods must be paid by the customer.
Orders for custom made items, may not be cancelled once the manufacturing has been made. However, we will always check to see if we can resell any custom-made items.
Return of Faulty or Damaged Goods.
Please contact us as soon as the goods arrive if damaged in transit. If a fault is found upon unpacking, please report this as soon as possible. We will pay for the cost of return and either give a full refund or replacement, depending on your preferences.
Return of Unwanted Goods
You have a standard 14 day “cooling-off” period which begins the day after you receive your goods. If you change your mind and decide you no longer want the goods during this period then you may return them to us for a full refund. The cost of return must be covered by the customer.
Items much be returned to us in the same condition in which they are sold. A deduction can be made if the value of the goods has been reduced as a result of you handling them more than was necessary to inspect them. The extent to which you can handle items is the same as it would be if you were viewing them in a shop.
For all returns please contact us on 07912 770053 or email: [email protected]
Lost In Transit
Items will be delivered within 30 days of the order being placed, unless otherwise agreed. If delivery does not take place within this time then you are eligible for a full refund. While we may offer refunds or replacements earlier we retain the right to 30 days.
Guarantee of Goods
If any purchased item fails to work or appears to not be working or does not meet the description of sale please contact us.
Need Help? Please do not hesitate to contact us on +44 (0) 7912 770053 or email: [email protected]