Isle of Wight Donkey Sanctuary

Terms and conditions for activities and experiences

Bookings
All bookings are taken on the basis that the customer will, at all times, observe the safety regulations and follow the safety instructions of Isle of Wight Donkey Sanctuary (IOWDS) and its staff.

Alterations to booking by customer
At the discretion of IOWDS any customer requests to make changes to booked activity times, group numbers and dates will be accommodated up to 48 hours before the activity start time. It must be stressed that this is at our discretion and will not always possible.

Cancellations to booking by customer
A cancellation by a customer up to 48 hours before the activity start time will receive a full refund less an administration charge of £10.
In the event of a no-show full payment will be due and may be taken with the card used when making the booking.
If the customer cancels the activity within 48 hours of the activity start time, full payment will be due and may be taken with the card used when making the booking or paying the deposit.

Cancellation to booking by Isle of Wight Donkey Sanctuary
Activities provided by Isle of Wight Donkey Sanctuary are weather-dependent and all activities are held at the discretion of IOWDS If there are severe weather conditions that may affect your safety and well-being, the session will be postponed or cancelled at no cost to you.
In the rare instance that it may be necessary, IOWDS reserve the right to cancel the activity where conditions prevent safe participation or where insufficient bookings or participant cancellation make the activity unworkable. IOWDS reserves the right to refuse any bookings without giving a reason.
Occasionally IOWDS has to make changes and/or correct errors on the website and tariff both before and after bookings have been confirmed.

Personal Property
IOWDS does not guarantee the security of any property including vehicles brought to our sites and no responsibility will be taken for loss or damage. Property belonging to the customer is at all times the responsibility of the customer.

Insurance and liability
IOWDS has £5,000,000 of Public Liability Insurance; a copy of the Insurance Certificate can be provided on request.

While IOWDS makes every effort to minimise risks, we will not be held liable for accidents, death, injury or loss of property that are not a result of negligence on the part of IOWDS, or for any accidents or losses which are due to participant’s failure to follow the instructions of the instructors
Any customer under the age of 18 years must have the explicit permission of his/her parent or legal guardian before being able to take part in activities with IOWDS.  The parent or legal guardian needs to be aware and accept the risks involved.

Complaints
Any complaints should be directed in the first instance to the staff during the experience/activity so that the issues can be resolved at the time. Any complaints that arise after the end of the activity must be put in writing to IOWDS within 28 days of the end of the activity. IOWDS will not be liable for in respect of any complaints received after this time.