FAQ | Cancellation Policy

CANCELLATION POLICY:

If you provide us with 48 hours notice we are happy to reschedule to a more convenient time and date if you need to cancel your activity. If you’re unsure as to when you’ll be returning we can keep you on our system for 18 months and you can contact us to reschedule when you’re ready. All we ask is that you provide us with 48 hours notice of your booking slot.

PLEASE NOTE If you do not inform us of your change of mind no offer to reschedule or refund will be given.

If your booking has been made within 30 days of cancellation we can provide you with a full refund. Before requesting a refund for your booking we ask that you consider, that we are a non-profit Social Enterprise with 140 re-homed alpacas and llamas to care for. For the sake of our continued ability to provide for their wellbeing we ask that you consider instead opting to reschedule your walk within 18 months. Alternatively we can provide you with a gift voucher to gift to another party. The Woolly Army very much appreciates your support.

Alpacaly Ever After can not be held responsible for, temporary, nationally or locally imposed government animal health restrictions i.e. Avian Influenza,  Foot & Mouth or TB viruses which are out side of our control. Although these restrictions are rare, some experiences booked within these time restrictions may be affected. As a result guests will be notified and experiences booked in, may be rescheduled, but not refunded. Only when absolutely necessary, visitors may be subject to on site bio-security prevention measures on entry.

CANCELLATIONS DUE TO WEATHER:

Please note, the weather around our sites can be very unpredictable and changes day to day often contrary to weather forecasts, although we always do our best to get you off on your adventures, looking after our animals and yourselves is our first priority. We can’t control the weather and we understand it can be disappointing, but cancellations due to bad weather are at our discretion and they’re to make sure that everyone is safe and happy. If we need to cancel we will either offer to re-arrange you to a different day within the next 18 months, provide a gift voucher, or if you’re certain you’ll never be in the area again and your booking is within 30 days of purchase then you can request a full refund.

VOUCHER BOOKING CANCELLATION POLICY:

Please note, as stated on our website gift vouchers are non-refundable. If you need to cancel and you provide us with 48hrs notice then we’re more than happy to reschedule you to a later date or hold your booking until you know when you’ll be next available to visit us which must be within the expiration period of your voucher. Voucher extensions of 3 months are offered at an administration fee of £15. If we need to cancel your experience due to bad weather and you’re unsure of your next availability, we will then extend your voucher for another 12 months from the original date of your activity.

If your booking is disrupted related to COVID-19 then we will hold your booking for 18 months from the date of the cancelled walk regardless of voucher expiry date.

GROUP SIZES

“While social gatherings of more than six people will be banned in England from 14 September, the government’s confirmed that organised sports and activities that have been through return to play protocols can continue, as can organised outdoor sports and physical activity events such as parkrun, which is due to return next month.

People can also continue to use leisure facilities, including gyms and pools – classes within these venues can continue as they are now. People should not go to these venues socially in groups of more than six.

That’s because these sports and activities have stringent plans in place to reduce the risk of Covid-19, and because these venues are classed as Covid-secure given the measures they’ve introduced. The importance of sport and physical activity to people’s physical health and mental wellbeing has also been recognised by the government.”

– Sports England

COVID19  SAFETY PROCEDURES AND REQUIREMENTS 2020

All our activities take place outside in the fresh air, and as an outdoor activity provider we are fully versed in risk assessment and  safe operating procedures. We would like to reassure our visitors and those looking to book that we are doing our utmost to protect both our visitors and guides, and are confident in providing a safe and hugely enjoyable experience that will be beneficial to physical and mental wellbeing.

We ask that if you show any Covid 19 symptoms or have been in contact with anyone with symptoms you do not arrive to take part in your activity, instead please take advantage of our rescheduling policy which has been extended to 18 months and can be requested at any point up to the start of the activity. You can do this on the day of your walk by replying to the text that your guide will send you in the morning but please try and give us as much notice as you can.

The following measures have been put in place to assure visitor and staff safety. Guides will include them in their safety briefing and ask for confirmation of visitors’ lack of any Covid 19 symptoms at the start of the activity.

• Mixed Group activities will have limited capacity for the duration of the Social Distancing Advisements and adjusted accordingly as government policy updates.
• Antibacterial hand-santising stations will be available at the beginning and end of our activities and full washroom facilities are available at all sites. 
• Guides will keep a two meter distance between themselves and visitors during the activity. This will be adjusted accordingly as government policy updates.
• Visitors are required to and responsible for keeping social distancing in place between themselves and those outside of their household.
• Guides will not make any physical contact with visitors e.g. handshakes except in a first aid emergency, in which case medical gloves and masks will be worn.
• Biodegradable gloves will be provided for visitor use on request. As an outdoor activity the wearing of masks is at customer discretion – masks will not be provided unless in a first aid emergency where social distancing guidelines cannot be followed.
• Guides will no longer use visitor’s phones to take photographs. Visitors will be welcome to take their own photographs, and our guides will use their company phones to take group shots. These can then be accessed by customers via our Facebook page in the photo album on the date of their walk, or sent directly to customers phones.
• New sanitised leads and equipment will be used for each visitor, all equipment is washed and sanitised at the end of each day.

If you would like to see our full Covid 19 risk assessments or you have any specific queries or requirements please get in touch with the office on 017687 78328 or info@alpacalyeverafter.co.uk

Fantastic! Just email the office at info@alpacalyeverafter.co.uk with your booking ID or date of original walk with a new date that you’d like to reschedule to. If you booked with a voucher you don’t need to go through the website again as you’re already booking on the system as needing to be rescheduled, just email the office :)

This depends on which activity and how many people are involved!

• Mixed Group Alpaca Walking is £35 per person at either of our Lingholm Estate or Whinlatter Forest Locations (no under 16s on Mixed Group Walks at The Lingholm Estate, no under 10s at Whinlatter Forest).

• Private Alpaca Walks at The Lingholm Estate start at £40 per person walking 1 alpaca (minimum of 2 people/2 alpacas on a walk, group discounts apply on 4 + people). Children under 10 accompany free and aren’t included in the numbers but must share with a paying adult.

• Llama Trekking starts at £60 per person walking 1 llama, or £80 for 2 people sharing 1 llama.

• Meet The Alpacas is £12 for visitors 12 yrs & over, £6 for children 4 – 11 yrs, under 4yrs are free.

All of this info is available on the Our Activities pages or when you Book an Adventure, please have a good read especially if your party has children.

If your party is larger than what we have listed then please get in touch as we may still be able to accommodate you :)

Best to use our booking calendar, you don’t have to commit to a booking in order to see what’s available :)
Just follow the link below, click the activity you’re interested in and enter your preferred date and party details into the booking calendar to see what’s available.

Book an Adventure

If you’re unsure of which activity you’d like have a read of our activity pages which tell you all about them…

Our Activities

No.

Dogs are great, we all love dogs, but alpacas don’t agree and our alpacas come first!

There are plenty of places to walk your dog around our various sites, including Whinlatter Forest, Littletown Farm, The Lakes Distillery and The Lingholm Estate which has a dog friendly cafe, but we can’t risk taking them on walks with us.

This is an easy one! Just email the office at info@alpacalyeverafter.co.uk or give us a call on 017687 78328 (Mon – Fri 9:30am – 5:30pm) and speak to one of our team who will update your booking.

Please note at weekends the office is closed and all staff are out on activities – your guide will text you on the morning of your activity so if you have any issues please use their contact number.

If for some unforeseen reason we have to cancel the walk like an alpaca needs emergency medical care or we are in the middle of a storm we will call you to reschedule.

Alpacaly Ever After can not be held responsible for, temporary, nationally or locally imposed government animal health restrictions i.e. Avian Influenza,  Foot & Mouth or TB viruses which are out side of our control. Although these restrictions are rare, some experiences booked within these time restrictions may be affected. As a result guests will be notified and experiences booked in, may be rescheduled, but not refunded. Only when absolutely necessary, visitors may be subject to on site bio-security prevention measures on entry.

You should have received a payment notification email as well as a booking confirmation email which tells you all about your activity. On some accounts this email may end up in junk, spam or promotions (gmail only) folders, but if nothing has come through to you then please get in touch through either info@alpacalyeverafter.co.uk or giving the office a call on 017687 78328.

Once you have booked you will receive a confirmation email with all you need to know including your site details. Please note, we have several different locations for our activities so please refer to your confirmation email! Don’t follow google maps or you’ll arrive at the office or potentially the wrong site. If your confirmation hasn’t arrived just get in touch.  There’s also a guide to our site locations on our ‘How To Find Us‘ page.

Experience has taught us not to believe the weather forecast! We play it day to day by looking up at the clouds and seeing if our faces get wet. Depending on the activity and location (Llama Treks can be more subject to weather), light rain doesn’t usually stop us but if it looks bad we will ring you and reschedule to insure you have the best possible time out :)

Please note, the weather around our sites can be very unpredictable and changes day to day often contrary to weather forecasts, although we always do our best to get you off on your adventures, looking after our animals and yourselves is our first priority. We can’t control the weather and we understand it can be disappointing, but cancellations due to bad weather are at our discretion and they’re to make sure that everyone is safe and happy. If we need to cancel we will either offer to re-arrange you to a different day within the next 18 months, provide a gift voucher, or if you’re certain you’ll never be in the area again and your booking is within 30 days of purchase then you can request a full refund.

Yes, our private alpaca walks at The Lingholm Estate can be adapted for all abilities as well as wheelchair users. Please just make a note on your booking about any requirements or get in touch so our guides know what to expect :)

Meet The Alpacas which takes place at The Lakes Distillery is also suitable, again please get in touch or make a note about any requirements when you come to book.

Other activities and locations may not be suitable, our Whinlatter site has some inclines and our Llama Treks up Catbells are only suitable for people with moderate/good fitness.

If you’re still unsure then please feel free to get in touch:
info@alpacalyeverafter.co.uk
017687 78328

3 Month Gift Voucher Extension