1. Cancellation policy for experiences

1. If the customer is no longer able to attend on the date booked then it can be moved to another available equal day within a 2 month period as long as we’ve received notice 30 days before the date of your booked experience. No refund will be given. If the notice is received less than 30 days before the date of your booked experience then we will only offer to move dates in exceptional circumstances at our discretion. No refunds will be given.
2. Although we’ll do our best to run every booked experience, it may happen that for operational reasons we have to cancel. When this happens we’ll offer to rebook you on a different day or provide you with a full refund.

2. Payment terms

1. All bookings, hire & items will have to paid for in full prior to the start of the experience or dispatch of a product

3. Risks of visiting the farm

1. Our experiences (and other visits) are run on a working farm with farm animals (some of which may give birth). By attending our experience you accept that there are risks associated with visiting a farm and will not hold us liable for any damage, injury or illness.
2. As the person booking you take responsibility for informing all other people in your booking of the risks and these terms.

4. Remote ownership

1. The standard care of your alpaca is included and we’ll look after your alpaca like our own. This includes feed, Water, Vitamins, Vaccinations, bi-annual worm count, shearing and any required wormer if we have it in stock ourselves.
2. A visit for 1 person per owned alpaca to attend our Remote Owner Day every other month is included. Additional people can attend for £23.
3. You can choose to breed your alpacas with studs from pre-approved farms. We don’t charge extra to facilitate this if you use the same studs as we do for our own animals. You’d pay the stud fee direct to the stud owner.
4. You agree to give us veto rights when it comes to mating an alpaca or moving them away from our farm. We’ll only reasonably use this to ensure the welfare of your alpacas. E.g. we wouldn’t allow matings if the female is not ready for it, and wouldn’t allow alpacas to be taken away from the farm if their destination is not appropriate (e.g. 1 acre minimum suitable grazing with no poisonous plants, shelter in place, sufficient knowledge to look after them).
5. We don’t charge remote ownership fees for your baby alpacas during the first 6 months, when they’ll be with mom. After 6 months we’ll charge our standard fee.
6. Any male alpacas can only stay with us for 6 months as we don’t have a male herd. You could take them into your care after that period, sell them or ask our help to sell them.
7. Only alpacas purchased from us, or offspring of them are eligible for this scheme.
8. You truly own your alpacas and could sell them with this agreement being transferred to the new owner.
9. Minor ad-hoc treatment of your alpaca by us is not charged for. If your alpaca needs treatment from a vet then we will discuss this prior to treatment with you where possible (eg not time sensitive). In an emergency situation, decisions on treatment will be delegated to is, to act in the best interest of your alpaca. The vet bill will be your responsibility and will be paid within 7 days of demand. We will always provide a copy of the original vet invoice.
10. The cost for the remote ownership is £100 per animal per month, paid a month in advance. To ensure we can keep looking after the animals, the cost of the remote ownership will increase annually (from the date of purchase of your original animal with the Consumer Price Index (CPI).
11. We’ll let you know if you’re behind on your payment but if payment is more than 4 months late and we have sent out reasonable reminders then as per this agreement the alpacas are sold back to us at a price of £400, which will then pay for the unpaid 4 months of care.
12. You have a 1 month notice period to cancel this agreement, while we would give you 6 months (which we would only do under exceptional circumstances). Please note that you can only cancel this agreement if you’re moving the alpacas to a suitable new home (as per the veto clause above for their welfare).
13. We look after your animal like we do ours, and you agree that this is on a best effort basis. You agree not to hold us accountable for any losses you may incur as a result of this (e.g. in the unfortunately situation of an animal passing away or being stolen).

5. Alpaca Event Hire

1. Payment and Deposits
2. Full payment for the event hire must be cleared at least one week prior to the event. If the hire is arranged with shorter notice, full payment is due immediately.

3. If full payment is not received on time, your event hire will be cancelled, and the deposit will not be refunded.

4. A deposit is required at the time of booking to confirm your alpaca hire. Once we receive the deposit, we will schedule a site visit to conduct a risk assessment and discuss event logistics.

5. The deposit is non-refundable unless we determine that the location/hire is unsuitable or if we have to cancel due to unforeseen circumstances.

6. The deposit will be applied toward the final hire cost and deducted from the final invoice.

7. Risks & Liability

   1. Hiring alpacas comes with inherent risks (including, but not limited to, health risks, property damage, and injury).

   2. You are responsible for ensuring that the venue allows alpacas and acknowledge the associated risks.

   3. You and the venue waive any liability for any damage or issues caused by the alpacas. By hiring our alpacas, you accept that animals can be unpredictable and that we cannot be held responsible for their actions beyond our reasonable control.

8. Our Responsibilities

   1. We ensure that all our alpacas are halter trained and that we are fully licensed for the exhibition of animals by Epping Forest District Council.

   2. We carry third-party liability insurance to cover our operations.

   3. We will take all reasonable steps to ensure the alpacas are well-behaved and suitable for the event, but we cannot guarantee specific behavior.

9. Toileting & Clean-Up

   1. Alpacas usually use communal toilet areas, but they may go to the toilet unexpectedly.

   2. You are responsible for ensuring the venue is prepared for this. Our staff will be handling the alpacas and may not be available to clean up any mess.

10. Supervision & Handling

    1. Only London Alpacas staff are permitted to handle the alpacas unless otherwise agreed in writing.

    2. Guests, venue staff, and event attendees must not feed or handle the alpacas without supervision from our trained handlers.

11. Event Suitability & Restrictions

    1. The venue must be a suitable and safe environment for the alpacas. We reserve the right to refuse or withdraw from an event if conditions are unsuitable.

    2. Loud noises, flashing lights, large crowds, or sudden disturbances may distress the alpacas and must be avoided.

    3. Dogs are not suitable around alpacas and must be kept away at all times.

12. Animal Welfare & Ethical Treatment

    1. The welfare of our alpacas is our top priority. If at any point we feel the alpacas are stressed, unsafe, or being mistreated, we reserve the right to withdraw them from the event without refund.

13. Weather Policy

    1. If extreme weather (e.g., storms, extreme heat, heavy rain) makes it unsafe to transport or exhibit the alpacas, we will reschedule the event free of charge within a 2-month period.

    2. If rescheduling is not possible, we will refund the hire fee minus the deposit to cover incurred costs.

14. Cancellations & Force Majeure

    1. We operate on a best-effort basis and may have to cancel in cases of unforeseen circumstances, such as staff illness, road closures or if the alpacas are unfit to travel or exhibit.

    2. If we have to cancel, we will provide as much notice as possible and refund the full hire fee. However, we will not be liable for any additional costs or damages incurred by our absence.

    3. Likewise, you will not be liable for any costs we have already incurred (such as site visits or trailer hire) if we have to cancel.

15. Damage to Equipment or Property

    1. If guests, venue staff, or event organizers damage any of our equipment (e.g., halters, barriers, transport gear), they will be liable for repair or replacement costs.

16. Parking & Access

    1. You must provide a safe and secure parking space for our car and trailer at the venue.

    2. If there are parking costs, fines, or fees due to a lack of suitable parking, you must either cover these directly or reimburse us within 7 days of receiving proof of the cost.

6. Delivery policy of physical goods

1. We aim to ship your product within 2 working days of you placing your order and will normally use Royal Mail 1st class. We may use our reasonable judgement to ship your product with a different carrier or service if this makes sense. We’ll notify you of this when the item is being dispatched.
2. Please note that bedding products are made to order and typically have a 10 day delivery period.

7. Return period of physical goods

1. Products can be returned or exchanged for up to 14 days from delivery.
2. 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 unopened packaging.
3. Goods excluded from this policy are customised or made to order products such as our gift cards & bedding (also because of hygiene reasons).
4. To complete your return please get in touch via email. You will have to pay the return postage yourself and will be responsible for getting the product back to us in an unused good sellable condition.