When you make a purchase from our website (www.thewillowtreefoundation.com) you are agreeing to the following terms and conditions (your statutory customer rights are not affected).
1: General
These Terms & Conditions are applicable to the supply of all services provided by The Willow Tree Foundation CIC (www.thewillowtreefoundation.com) Lower Leaze, Nettleton, Wiltshire. SN14 7NZ.
These Terms and conditions are governed and interpreted in accordance with the laws of England and Wales and are subject to change at any time
2: Accessibility
Each of our experiences include walking on uneven ground which may be rough and muddy. Unfortunately, due to the uneven nature of the land, we are currently unable to accept wheelchairs or persons requiring walking aids. We apologise for this and are currently working on a solution to firm up our farm to accommodate all persons.
Each of our experiences do require a slight level of physical fitness. You should be able to walk or stand unaided for up to 90 minutes. We do provide seating for those customers who require it. Please be mindful that young children may struggle to stand for the duration of their visit.
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 a refund will be given.
3: Accidents
Unfortunately, accidents can happen. 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 our land.
4: Booking
All bookings must be completed online via our website. Please select your experience 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 person from the drop-down menu, this means that there is only one space available for your chosen date or time. If you are booking for 2 or more people, you need to select a time and date which will let you pick 2 or more from the drop-down menu.
5: Amending Bookings
If you would like to change or amend your booking, please contact us as soon as possible via our Contact Us page. Please note that we require at least 48 hours’ notice with regards to the changing of bookings.
6: Cancellation
Please be aware that we operate a 48-hour cancellation policy. If you cancel outside the 48-hour period, a voucher will be issued for a later visit. Unfortunately, if you cancel within the 48-hour period, no refunds will be given. We must uphold this policy under all circumstances.
7: 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 or a refund will be given.
8: Lateness
To ensure the enjoyment for our visitors, we operate a policy with regards to latecomers. You MUST arrive 10 minutes before your experience start time. 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. If you do not attend your booking, your booking will be lost and no refund will be given.
9: Dogs
Due to the nature of our experiences, we are unable to accept any dogs to the farm, including medical assistant or guide dogs.
10: Opening Times
The farm is a working farm. As such, our experiences only operate during dedicated times. No bookings can be taken on the day.
11: Photography
When attending any of our experiences, you consent to your picture being taken and it maybe used on our social media platforms or on advertising material. If you would not like to be in photos, please let us know when you arrive.
12: Weather
Our experiences operate 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 need to cancel your experience, we will call you as soon as we can to let you know. We will issue a voucher for future use. Please dress appropriately for your experience, umbrellas cannot be taken on our experiences as they pose a health and safety risk to our animals.
13: Smoking and Vaping
Both smoking and vaping are NOT permitted anywhere on the farm. Should you breach this condition, you will be asked to leave site immediately and no refund will be given.
14: Merchandise & Return
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please contact us support@thewillowtreefoundation.com with your order confirmaton & we will inform you where to return the items back to, you will be responsible for paying for return postage & packaging.
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