HEVER TORTOISE WORLD^® TERMS AND CONDITIONS

By using any of our services or purchasing products from us, you agree to abide by all our Terms and Conditions and this constitutes as a legally binding contract between you and Hever Tortoise World^® ltd.

IF YOU DO NOT AGREE TO ANY OF THESE TERMS, PLEASE, DO NOT USE OUR SERVICES.

Please, be advised that when booking our Services or purchasing Products, our Terms and Conditions will always supersede any other Terms and Conditions. Please, familiarise yourselves with the following Terms and Conditions before booking our Services or buying Products from us. From time to time, we may change/add new conditions without prior notification, please check our website regularly.

You must be 18 years old or above to book our visits. If you are under 18 you are required to have a written consent from your legal guardian or parent (this could be in a form of an email to us) and they must get in touch with us to book.

We reserve the right to record some telephone conversations for training purposes.

T &C s FOR SELLING

DELIVERY/SHIPPING

Currently, we only dispatch Orders within the UK (Mainland UK and Islands) and do not deliver to Northern Ireland or Republic of Ireland due to the strict Plant Biosecurity Regulations.

We offer delivery options provided by both Royal Mail and Evri, but we may use other couriers during busy seasons.

We use Tracked Delivery Service, 24 and 48 hr. Next day delivery is NOT Guaranteed. Please, be aware that we sometimes have to adjust our delivery prices in line with our Couriers’ prices.

Please, bear in mind that orders received for Northern Ireland or Republic of Ireland delivery (or any other country apart from the UK) will be refunded and a 10% administration cost will incurr for the loss of our time and products. This cost will be deducted from the total refund.

Please, note Orders can take between 3 – 6 days to deliver from the point of ordering. 

Most orders are dispatched Monday – Thursday. However, orders for Fresh Weeds/Flowers/Leaves, Super Foods or Live Plants placed on a Thursday afternoon, on a Friday and at Weekends will be dispatched the following Monday (unless it is a Bank Holiday, in which case it will be on a Tuesday following the Bank Holiday Monday) to ensure these products arrive at their best quality. During very busy periods of time, Orders may be dispatched on a Tuesday. As these products are Perishable we dispatch them by Royal Mail Tracked 24 Service in most instances.

Please, check your emails so that you know when to expect your parcel. If you are not going to be in on the day of delivery (for Fresh Products and Live Plants especially), it is a good idea to notify the Courier via the link they will send you to inform them of the safe place/neighbour where your Parcel can be left if you are out, due to the perishable nature of our products as they will deteriorate rapidly the longer they stay in transit.

Please, be advised that we cannot compensate for late deliveries. 

Orders which do not contain Fresh produce/Live Plants will be dispatched Monday – Friday using your preferred choice of delivery. 

Please, unpack your order of Fresh/Live Plants as soon as you receive it and follow the instructions provided. This will ensure that the plants remain live and at their best quality for your animals.

Royal Mail provides some exclusions to the delivery times for Royal Mail Tracked 24 and Tracked 48 Services, whenever we use these Services. For Tracked 24 or 48 hour Service Royal Mail do not guarantee next day delivery – it is their aim only.

Please, note that sometimes, especially during busy periods for Royal Mail, deliveries may take longer to arrive. We may use Evri or another courier during those busy times.

We aim to dispatch orders within 24 – 48 hours of receipt of payment (unless an order falls on a Thursday afternoon right through the weekend).

Please, contact us if you have not received your item within the specified time also tracking your item (if you were provided with the tracking details). We will then contact Royal Mail, Evri or another courier to find out more information about your Order.

It is very important that you provide the correct address when placing an order. It is also your responsibility to ensure that you are available on the day to accept the scheduled delivery. If the item gets delivered to the wrong address, it can be very difficult to trace it and most items get lost. Items not received on the day of delivery will be rescheduled by the Courier for another day or a collection in person. Please, remember as your Order may contain Perishable Items, they may not be in the same fresh state they would have been if they were received on the day scheduled as you were not in/available to receive the Order. We cannot be held responsible in such circumstances. No refunds will be offered in these cases and a new order would have to be placed and paid for.

RETURNS & REFUNDS

As a consumer you have the statutory right to return the product(s) you purchased from us within 14 days of receiving them. We offer a longer return window of 30 days. Special instructions apply to Perishable items (please, see below). If you wish to return a product, please, get in touch with us within the 30 days starting from the day you received your product, so that we can provide the correct return address. The customer bears responsibility for returning the product to us and for paying the postage costs. Please, provide proof of posting when contacting us.

Products purchased in error need to be returned in original packaging in a saleable condition and have not been used. If the product is damaged/faulty or the wrong product was sent, we will refund the total cost including the return delivery cost, or if requested, we will send you a substitute product if it is in stock, once we have received and inspected the product(s). If the product is purchased in error, we will refund the cost of the product but not the return postage if the product is returned to us in a saleable condition in the original packaging and has not been used.

Please, return all purchased products to us no later than 30 days from the day you communicated your request to return. You can post the return item back to us using a postal/courier service of your choice. Please, obtain proof of sending.

Please, note, that cancellations of an order can be made before the order has been processed without any additional costs. Once the order has entered the dispatch process (the order has been processed), you can still cancel and return the goods but only once they have been delivered to you. Special conditions apply to Perishable items – please, see below.

Refunds are issued to the same account from which the original payment was made between 5 -10 working days.

Perishable Items such as Fresh Flowers/Weeds/Leaves, Super Food and the Living Bowls/Trays, and all Live Plants (including Plug plants) cannot be returned due to the live nature of these items. This does not affect your Statutory rights. We send all Live Plants by First Class Tracked Parcel Delivery Service Monday – Thursday to avoid them being in transit for long periods of time. Please, make sure you are available to accept the order when it is scheduled and unpack on the day of delivery. We take every precaution to ensure they are delivered in the best condition, however, if any of these items are damaged in transit and arrive in the sub-optimal condition, please, get in touch with us as soon as you unpack your order, sending us a photo within 24 hours or receipt of your items. We will then assess each situation individually.

Please, be aware that our liability for Live Plants is limited to providing healthy, fresh plants when we dispatch them to you and you receive them. We do not take any responsibility for plants that are not thriving in your care due to the growing conditions that you provide. It is the customer’s responsibility to read/research and provide the correct care that each Live Plant they purchase from us requires to grow well. Sometimes, after being in transit, they may look in sub-optimal condition (i.e. if it is too hot the plants may look wilted on arrival), but they should all spring back to life with good watering and the provision of correct, plant specific husbandry. We provide the most important information on the care of plants we sell on our website as well as the Care Leaflet supplied with each Plant Sale, which should be read and followed. Plants are live beings and require specific care and certain conditions to perform well. If these are not provided and the plants fail, the customer takes full responsibility for this. We are not liable for any such failures.

OFFERS AND PROMOTIONS

From time to time we run Offers and Promotions, which are subject to the following guidelines:

• All Offers are subject to availability. Sale items can be of limited stock and, although they may show to be in stock, we may occasionally run out of the item(s). In this instance we will notify you and either offer a refund or send a similar value item which is in stock.
• Some Offers and Promotions may exclude certain items. 
• In most situations, Offers and Promotions can only be redeemed once and may not be used in conjunction with other Offers or Promotions. For example, an Offer for your First order may not be used in conjunction with another Offer or on Sale items.
• Our Offers of a Free Delivery can change in value from time to time. Discounts are applied to the total value of the goods in your cart only. So, a Promotion of a Free Delivery on orders over £30.00, for example, applies when the value of the goods in your basket/cart is equal or greater than £30.00.
• Offers and Promotions are not transferrable and cannot be redeemed against previous orders.
• Offer/Promotions end dates may apply.
• We reserve the right to vary or withdraw our Offers and Promotions at any time and without prior notification.

LIMITATION OF LIABILITY

We do our utmost to dispatch the orders as soon as possible (and within 48 hours of receipt of payment). Sometimes, during very busy periods, it may take longer to dispatch and the Royal Mail or another courier we use can also take longer than expected to deliver the orders. Please, bear this in mind as we cannot accept responsibility for delayed orders due to Royal Mail or another courier delays during busy periods.

Please, note, we do not provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on our 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.

Please, be aware that our liability for Live Plants is limited to providing healthy, fresh plants when we dispatch them to you and you receive them. We do not take any responsibility for plants that are not thriving in your care due to the growing conditions that you provide. It is the customer’s responsibility to read/research and provide the correct care that each Live Plant they purchase from us requires to grow well. Sometimes, after being in transit, they may look in sub-optimal condition (i.e. if it is too hot the plants may look wilted on arrival), but they should all spring back to life with good watering and the provision of correct, plant specific husbandry. We provide the most important information on the care of plants we sell on our website as well as the Care Leaflet supplied with each Plant Sale, which should be read and followed. Plants are live beings and require specific care and certain conditions to perform well. If these are not provided and the plants fail, the customer takes full responsibility for this. We are not liable for any such failures.

OUR PACKAGING

We are always on the lookout for the most suitable packaging solutions for our products that meet our customers’ needs. We currently send most of our dried foods, herbs and flowers in resealable plastic pouches. Although made of plastic, we have found these pouches to be the best solution for a number of reasons.

Firstly, they enable us to provide our products at the most competitive prices, affordable to our customers. Secondly, as they provide a good seal, they ensure that the products are protected from moisture, which can result in shorter shelf life, enabling excellent quality to be maintained. Thirdly, these pouches can be reused and recycled.

It is our Policy also that we use minimal packaging for our products, just enough to protect them during delivery. We try to avoid overpacking, which only results in increased waste going to landfill. Our packaging is widely recyclable and can be reused in a variety of imaginative ways! Further to offset our carbon footprint, every year we plant trees and shrubs to capture and lock the carbon from the atmosphere, thus reducing the negative impact that carbon has on our environment.

PRIVACY POLICY/GDPR

In line with the recent European Legislation General Data Protection Regulations that came into force on 25th May 2018, we are transparent on how and when we collect and use your data (Personal Identification Information (PII). In the course of the business, we may collect information about you such as your name, address and contact details which are gathered when you make an online booking with us or when you contact us with your enquiry or if you purchase products from us. This information is used only for the purposes of supplying you with the products or services you have purchased from us and to get in touch with you regarding these. It is not shared with third parties. For more information, please, visit our Privacy Policy.

LEGAL INFORMATION

The contents, photographs, and videos provided on our website remain at all times our property. You may not copy, reproduce, transmit, publish or display any of such data or material without our prior written permission from us. All Hever Tortoise World^® content is protected by Copyright©. Hever Tortoise World^® (HTW^®) is a registered Trademark.

We hold Public Liability Insurance, DBS (formerly CRB) Certificates and we comply with all up-to-date DEFRA, APHA and Council regulations relating to the keeping, moving and exhibiting tortoises in the UK. All relevant Certificates and Licences are available upon request.

BOOKING AND PAYMENT

If booking our Services 1 month or longer in advance a 25% non-refundable deposit (of the total cost of the booking) is required to secure/reserve your date/time. The remainder of the payment needs to be settled 1 month before the booked date. We will send a payment reminder to our customers via email. To avoid disappointment, please, note that we do not reserve bookings until a deposit has been paid. If there are two or more customers interested in the same date, we will reserve the date for the first paying customer.

All deposits are Non-Refundable. If you wish to change your booking (i.e. cancel or re-schedule), please, see our Terms on Re-scheduling/Cancelling Your Booking below.

Bookings made less than 1 month in advance of the required date will need to be paid in full at the time of booking to secure your date. To avoid disappointment, please, be advised that we do not reserve bookings until the full amount has been paid. The booking will not go ahead until everything has been paid for (parking charges, change of timings) and we reserve the right to cancel the booking if any money remain outstanding. We will refund the 75% of the total amount paid but will retain the 25% as an admin fee.

Currently, we only accept payments made via BACS. Our Bank details will be provided in our communication email with you. Your reservation will only be confirmed once the funds appear in our bank account – date forwarding of payment will not be accepted as proof of payment.

All parking charges must be paid for by the customer prior to our visit (together with the remainder of your Invoice if you only paid a deposit to secure your date).

Please, note we do not accept cash on the day of your booking.

We usually send two reminders of payment (in cases where a deposit has been paid which secured your booking date). If we do not receive the remaining payment (including the parking charges if applicable) by 10 working days (14 days in total) before your booked date at the latest, we reserve the right to cancel your booking. You will lose your deposit as our administration charge, and we will offer the date to the next interested customer. You will have to pay a deposit again if you wish to reserve another date.

Please, also note we only hold the quoted price for a maximum of 3 months, after this time the price can change.

You must be 18 years old or above to book all our Services.

RE-SCHEDULING / CANCELLING YOUR BOOKING

You can re-schedule your booking to another available date ONCE ONLY and you must inform us in writing on the day of re-scheduling. All re-scheduling will be at our discretion and subject to availability only. It is not guaranteed.

If you wish to re-schedule your booking 10 or more working days (14 days in total) from your booked date, you would have to pay the re-scheduling fee of £25.00 and inform us in writing on the day of the re-scheduling. If you inform us in writing later and this is less than 10 working days (14 days in total) from your original booked date, then our terms on re-scheduling less than 10 working days (14 days in total) will come into force (this is described later in these Terms).  We will re-book your event for another suitable for both parties’ day and only within the next 3 months from your original booking. If you do not re-schedule the booking to a specified date and pay the fee within 28 days from the date you informed us in writing of your intent to re-schedule, and come back to us after this time, you will lose all the money you have paid and will have to pay the full amount again if you wish to make another booking.

If you wish to re-schedule your booking less than 10 working days (14 days in total) from your original booked date, and you have paid in full, you would have to pay equivalent to a 25% of the total Original (not new) booking plus £25.00 re-scheduling fee. In cases where only a deposit has been paid to secure your booking, to re-schedule this booking, a 25% of the total Original (not new) booking fee will have to be paid plus a re-scheduling fee of £25.00 as well as the remainder of your Invoice for the new booking.

If you wish to change the times of your booking (arrival or pick up), you need to let us know in writing as soon as possible. Any change of times will be at our discretion and depending on availability. If we have to come and pick up the tortoise(s) at a later time than originally booked, there will be an additional fee, which must be paid before your booking starts and will be communicated to you in cases where such change of timings is possible. If we do not receive the payment for the late pick up before your booking commences, we reserve the right to cancel your booking. We will refund the 75% of the total amount of the booking and will retain the 25% as an admin fee. 

These fees are to cover the loss of business (as we would have turned other customers away to honour your date) and the extra administration time involved.

If you cancel your visit 10 or more working days (14 days in total) from the date on which you are booked, we will refund the 75% of the total amount paid to us. Refunds are issued to the original account from which payment was made to reserve the booking. The other 25% is a non-refundable fee equivalent to a deposit which is used to cover the extra administrative work created by the cancellation. If you cancel your visit less than 10 working days (14 days in total) from the day of your visit, you will lose the whole amount paid.

If we have to cancel our visit for whatever reason, we will notify you as soon as possible and offer an alternative date which is suitable for both parties. No compensation fees will be offered in these circumstances.

PARKING

We require that a secured free parking space is made available for our medium sized transit van in front of the property/venue or as close to it as possible for ease of unloading the animals and all the equipment.

In places where parking is difficult, parking your own vehicle on the spot to reserve it for when we arrive is a big help for us as this saves time and reduces the stress of finding suitable parking and carrying all the equipment from far away.

Please, prepare Parking permits in advance of our arrival in areas requiring parking permits. If there is no free parking available, we request that you inform us before booking your visit and the full parking fee will be added to your total amount – we usually require around 30 minutes to park and set up and up 30 min to pack up after the event. However, this may take longer in some situations and we may need up to 45 min to set up for the event and pack up after the event. This will ensure that the set up time does not go over into your booked time.

HEALTH, SAFETY AND TORTOISE WELFARE

Health and Safety is important to us, and Risk Assessment Template will be emailed to all our customers upon confirmation of the booking. This can be modified to suit specific situations and events. Before our arrival at your premises, please, familiarise yourselves with this document. As well as explaining the potential risks associated with handling animals and how we manage it, it will also help you to take appropriate steps to minimise such risks at your venue. Please, ensure that hand washing facilities are available at your venue as washing hands with hot soapy water is the best way to remove pathogens. We will also provide disinfectant hand gels.

All our animals are regularly health inspected and we comply with all the relevant Regulations to keep them healthy and to prevent disease. Our tortoises are our very special pets and have been socialised and heath checked.

Please, visit Hever Tortoise World^® ANIMAL HEALTH AND WELFARE POLICY for more information on the welfare of our tortoises.

On arrival we will give a Health and Safety talk which will also include Safe Handling of our animals to minimise fear, anxiety or stress to them. In addition, there are Health & Safety Notices placed on our animal enclosures/pens. This forms part of our compliance with the conditions of the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018.

Children must be always supervised by at least one responsible adult to ensure they follow safety procedures such as washing their hands before and after handling the animals and not putting their hands in their mouths. Such nominated persons will also be responsible for children’s behaviour during our visit. We do not take any responsibility for looking after the children at your venue, as our main obligations are to ensure safety of our animals during their exhibition.

Please, inform any parent/carer who brings their child(ren) to the venue later when we have already finished our Health and Safety talk of the Health and Safety Guidelines we have discussed when handling tortoises. Also, please, point these parents/carers and their children to the Health & Safety Notices on the animal enclosures/pens.

Please, note, for School Visits for Health and Safety of our staff, the animals and the children and to enhance the Learning Experience we can only accommodate 2 classes (of up to 30 children each) per hour. Each class would get an Educational talk of 5 -10 minutes each at the beginning of the session followed by approximately 20 – 25 minutes per class of animal handling inside the pen. 

Clearly describe your venue when you contact us. For Health and Safety of our staff and animals, the venue needs to be easily accessible. Please, let us know the details before booking so that we can work with you.  Also, as explained in our Risk Assessment, please, remove clutter/any obstructing objects or furniture before our arrival.

ANIMAL HANDLING TO REDUCE FEAR, ANXIETY AND STRESS

Hand washing facilities must be provided at your venue of choice. We will bring disinfectant hand gels with us which would need to be used before and after handling the animals.

We request that a responsible adult is present at your event who will ensure that children/adults follow our instructions on safe handling of animals. No matter how well-socialised animals can be, they can get frightened by loud noises, sudden movements, or rough handling. Suitable footwear is a must for anyone deciding to go in the pen with the tortoises – we do not recommend open-ended shoes such as sandals as some of the tortoises may mistake the toes for food and nibble them! Whenever this is not practical, i.e. during hot summer days, we advise to move your feet away when the tortoises are around and to lift young children’s feet up. Please, note that if you do decide to go into the tortoise pen with open-toe shoes, you do so at your own risk – we cannot take responsibility for accidental toe nibbling!

Please, note that adults/children who are not well on the day (i.e. have an infectious illness, i.e. cold, chest or wound infection, etc.) will not be permitted to handle the tortoises. This is to prevent cross infection to other children/adults and to protect our tortoises from any potential illnesses.

Any advice given by our animal handlers on the day needs to be strictly adhered to for the safety of both people and our animals, and to ensure your event goes smoothly. We will not allow rough handling or forcing animals to do anything they are not comfortable with doing, and if this is not followed, we reserve the right to leave the party/venue. No one who appears under the effects of alcohol or other substances will be allowed to handle tortoises.

Our tortoise welfare is our main priority. We do everything we can to minimise the animals’ stress, anxiety and fear and we check how our animals feel on the day before we bring them to exhibition events.

Please, be also aware, that, despite some of our photos showing children/adults handling certain tortoises, this experience may not always be provided on the day of your booking. We may bring different tortoises to your venue from the ones featured on our website. This may be due to the specific animals not feeling well on the day of your visit and we may have to substitute them with another animal. This is to ensure the tortoises’ welfare is maintained and we comply with the Animal Welfare Regulations. After all, respecting the animals will ensure they are happy during the visit and will give you an unforgettable and pleasant experience.

OTHER ANIMALS

Please, ensure that dogs/cats/other domestic animals are safely contained out of the way for the safety of our tortoises and handlers.

Although our tortoises are well socialized in various situations, essentially, they are prey and can easily get scared or injured by animals such as dogs or cats.

We advise that our tortoises are displayed/positioned away from other reptiles/tortoises who may be present at the venue, to avoid any possible disease transmission to our animals (either air-born or via contaminated surfaces). There are a number of reptile parasites, viruses as well as several bacteria which can be pathogenic/disease causing in tortoises.

VENUE

Please, inform us of the details of your event. Information such as the availability of lifts, presence of stairs, ease/difficulty of parking are essential for us to properly prepare for your visit and to safely unload/load the animals and all the equipment.

If you do not let us know of the hazards at your venue and if after arriving, we find that these will be difficult to mitigate to ensure safety of our animals and staff, we reserve the right to refuse to provide our services. We will not be liable for any financial loss in such circumstances.

Please, ensure there is an electrical outlet available for us to plug all our electrical equipment where we are setting up to provide the tortoises with the warmth they require during times when ambient temperatures are lower than the requirements of our animals.

If the weather forecast is for rain on the day of your booking, the booking can still go ahead. We ask that you have a back-up plan such as setting up indoors or preparing a gazebo/marquee for an outdoor visit. If you do not have either of these options, please, let us know ahead of time and we will reserve our own large sturdy gazebo to bring to your event free of charge.

We aim to arrive at your venue/house around 30 – 40 minutes before your booked time to set up. You will not be charged for this time. Please, ensure that the venue/property is accessible for us to allow for these preparations or if it is not accessible then, sadly, this set up time will be done in your booked time slot. 

If you wish for us to set up in your local park, we advise you consult your Borough or District Council to ensure they will allow tortoises to be present there before you book our services. It is your responsibility to ensure our tortoises can be legally exhibited there, and you remain liable for any consequences/fines which may incur as a result. We will request to see written communication with the council or relevant authority confirming the permission before we arrive.

We will also require up 30 min to pack up after the event depending on the venue, and if we have to use a gazebo it will be a bit longer, so, please, ensure you have permission for us to remain on the premises for up to 45 min after the event ends.

Also, please, be advised that, as per our Risk Assessments, there is a small risk of some scratching of floors in situations when we are booked indoors, and patios or other hard standing surfaces when we are booked outdoors, from our equipment. However, we do take all the necessary precautions to minimise that risk. If we set up on the grass, there will be some damage to the grass due to the tortoises grazing and the movement of the equipment.

Please, be advised that if we arrive at your property on time and no one is there to meet up, we will wait for half an hour. We will call you on the number(s) provided as well as email you. If after half an hour we are not able to access your venue, we would leave and your booking will be cancelled and you will lose all the money. If you wish to re-schedule for another date, you will then need to pay the full amount again.

PHOTOGRAPHY/VIDEOTAPING

During events we participate in we may take photographs/videos of our staff and our animals. We will always ask for your prior permission if you wish to be included in these before we take the photographs/videos. If you have any objections to us videotaping/photographing your event/children/adults, please, inform us prior to the event. We only use such photographs/videos for our own Marketing such as Social Media and/or our Website. We do not sell or share these with any Third Parties.

You are welcome to take videos/photographs of us and our tortoises for your personal and social media use. Please, inform us if you are planning to use these in any advertising/promotional material or business – we politely request that copies/links are provided to us for our own marketing. Please, inform us in writing.

If you have booked our tortoises for a Photoshoot or a PR Campaign, we require that copies of images/videos are sent to us for our own marketing use. Please, bear this in mind when hiring our tortoises for your Promotional Campaigns.

ADVERSE/EXTREME WEATHER CONDITIONS

When booking our visits outdoors, please, bear in mind that the UK weather conditions can be unpredictable and changeable. If you are planning an event outdoors, to avoid disappointment, it will be a good idea to have a backup plan if the conditions are unfavourable especially during early autumn, such as high winds, rain, etc., in which case erecting a gazebo outside would be difficult and/or unsafe. Having a small indoor space, either in a spare room or a garage or even hiring a hall can work well in such circumstances. We do not set up outdoors in late autumn, winter or when the temperatures are low enough during spring and summer. Please, prepare a suitably sized indoor space with access to an electrical socket during these times.

Please, note, in most cases we do not re-schedule booked visits if on the day of your booking the weather forecast is for rain as we run a very busy schedule of bookings. In cases of rain and when we were planning to set up outdoors, we can set up indoors. Alternatively, if the weather is still warm but it is raining, we could set up underneath a large gazebo or a canopy providing dry space for our animals and the electrical equipment if this is necessary. We can provide our own large gazebo free of charge. Please, be aware that the gazebo provision is subject to availability, so if you would like us to provide our gazebo for your event, please, do ask in advance.

If you still wish to reschedule the booking, please, read our Terms on Re-Scheduling/Cancelling your booking.

Please, bear in mind, however, that in certain extreme weather conditions, we may have to re-schedule our visit due to the animal and staff welfare. We will aim to inform the organizer of the event as soon as possible.

Our vehicle is equipped with air conditioning as well as extra ventilation vents and a fan to minimize the risk of the animals overheating in the summer.

However, if the ambient temperatures are extreme, we would have to assess whether it would be safe for the animals to attend an event. We will do everything possible to ensure the animals are comfortable, as the first priority, and that we fulfil our bookings, however, in certain situations, for the animals’ and our staff welfare, we may have to re-schedule the booking.

Likewise, if the road conditions are dangerous due to the presence of ice, extreme snow, or strong winds/rain, we may also have to re-schedule our visit. We will aim to inform our customers as early as practicable.

We will not be held liable in such circumstances which are out of our control and no compensation fees will be paid7