Home > Terms & Conditions
INFORMATION ABOUT US
1.1 We operate the website www.hoofarm.com. We are Hoo Farm Animal Kingdom, a partnership between Edward, Carolyn and William Dorrell. Our main trading address is Hoo Farm, Hoo, Telford, Shropshire. TF66DJ.
1.2 If you have any questions or any complaints, please contact us. Our details can be found on our Contact Us page.
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
2.1 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. If you wish to make any changes to your order or information provided once you have already placed an order, please contact us on 01952 677917. However, we cannot guarantee that we will be able to act on any request changes at this point. All ticket purchases are final and cannot be refunded – or moved to alternate date.
2.2 When you place an order through our Site, this will be an offer by you to purchase those items displayed in your shopping basket.
2.3 After you place an order, you will be provided with an order reference number, which you should retain. You will then receive an e-mail from us acknowledging that your order has been sent to us for processing. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 2.4 below.
2.4 We will confirm our acceptance to you by sending you an email that contains your e-ticket, confirms the details of the cost of your order, any delivery or postal charges and any estimated date of dispatch (if applicable), together with other important information (Confirmation). Once your order is complete, payment will be taken at which point the Contract between us will be formed.
2.5 You should print out and retain your Confirmation email in the event that you need to contact us about your order.
3. Please note that once you have placed an order on our Site, you are unable to cancel your order and all Services on our Site are non-refundable save for in exceptional circumstances.
4.1 The prices of all tickets are as quoted on our Site from time to time in accordance with clause 21 (Price of Services and Delivery/Postal Charges) and must be paid in advance at the time of booking in accordance with clause 21.6. Please note that all ticket prices quoted on our Site apply when purchasing through our Site only.
4.2 For the purposes of ticket purchases, the following definitions which are used on our Site shall apply:
(a) Adult means a person aged from 16 years old to 64 years old inclusive;
(b) Carer means a person who accompanies a Disabled person for the purpose of providing them necessary support and assistance with accessibility to the Zoo;
(c) Child means a person aged from 2 years old to 15 years old inclusive;
(d) Concession means a Senior Citizen;
(e) Disability means a physical or mental impairment that has a substantial and long-term negative effect on a person’s ability to do normal daily activities within the meaning of the Equality Act 2010 and Disabled shall be construed accordingly;
(f) Donation Price means the price for a ticket to access the Zoo plus an optional 10% donation towards our conservation work which enables us to claim Gift Aid from HM Revenue & Customs on the price of your ticket in accordance with clause 7 below;
(g) Group means a group of 15 or more people, including Adults, Children, Senior Citizens or Students;
(h) Infant means a child aged under 2 years old;
(i) Senior Citizen means a person aged from 65 years old;
(j) Student means a person who is in full time education and holds a valid and current identity card which shows they are a student.
4.3 Onine Tickets are valid for entry to the Zoo only on the date that is specifically chosen.
4.4 Children age of under 2 years old are permitted entry to the Zoo free of charge.
4.5 Where you have selected a specific date to visit the Zoo when purchasing your ticket and we are subsequently unable to accommodate your on that date for any reason other than your failure to comply with these Terms, we will use reasonable endeavours to agree an alternative date with you but, in the event that this proves impossible, we reserve the right to cancel your booking and provide you with a refund of the price paid to us for your ticket.
4.6 When you have received booking Confirmation in accordance with clause 2.4 (How the Contract is Formed Between Us), (save for in relation to gift tickets – see clause 4.13), your e-ticket will automatically be dispatched to the email address provided at the time of booking. Please ensure that you print the e-ticket and bring it with you when you visit the Zoo. Alternatively, you can show your e-ticket on admission if saved on your smart mobile phone.
4.7 Gift tickets will be dispatched to the address specified within approximately 3 – 5 working days. We shall not be held liable for any delays in delivery once we have dispatched your tickets. It is your responsibility to ensure that the information supplied to us is accurate before making any purchase. We are only responsible for issuing tickets in accordance with the information you provide when booking.
4.8 Except as otherwise set out in these Terms all tickets are non-exchangeable and non-refundable. No tickets are permitted for resale to any third party. Any tickets which have been altered in any way will be void. Except in the unlikely event of a total closure of the Zoo where clause 4.11 applies we are unable to refund any tickets in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control in accordance with clause 25 (Events Outside Our Control).
5.1 All visitors to the Zoo must pay for admission, hold a valid admission ticket, voucher or Membership card that must be retained at all times and submitted for inspection if required by our security staff. Any person attempting to gain admission to the Zoo or being found inside the Zoo without a valid admission ticket, voucher or Membership card may be asked to leave the Zoo premises immediately.
5.2 Admission to the Zoo will only be permitted up to 4pm.
5.3 No child under the age of 16 years will be admitted to the Zoo unless they are accompanied by an adult who is over the age of 18 years. All such children must remain under the control or supervision of an adult at all times whilst on the Zoo premises.
5.4 No dogs or other pets shall be permitted entry to the Zoo, with the exception of guide dogs and other registered assistance dogs which are permitted in certain areas of the Zoo. When visiting the Zoo with a registered assistance dog, please contact us in advance and we will provide you with a trail map on arrival to the Zoo which shows you the route you must follow. For further information on accessibility for our Disabled visitors, please see here.
5.5 We reserve the right in our absolute discretion to refuse entry to the Zoo, prohibit from any future entry to the Zoo or escort from the Zoo premises, any person who contravenes the Zoo regulations set out at clause 10 (Zoo Regulations) below.
5.6 Admission to the Zoo is subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched by our staff.
5.7 Re-entry to the Zoo following admission is not permitted without our consent.
6.1 Any third party promotions are subject to the terms and conditions provided by the third party supplier and you should read these carefully, including any expiration dates which are stipulated before purchasing any tickets or other Services from our Site to ensure that any voucher or discount code is valid.
6.2 Many promotions are only redeemable at the Zoo’s admissions gate and cannot be used in conjunction with any other offer or discount – including online tickets.
6.3 We are not a party to and will not in any circumstances become involved in or liable for any third party’s terms and conditions of promotion or any dispute arising out of or in connection with them.
6.4 We reserve the right to reject any promotional voucher or discount code for any reason whatsoever.
OPENING TIMES AND AVAILABILITY
7.1 Details of our opening times throughout the calendar year are available on this website.
7.2 We always endeavour to ensure that as many exhibits and attractions as possible are available for view or use by visitors. We may, however, without any prior notice and, save as expressly provided in these Terms, without refund or compensation, change the opening hours of the Zoo or attractions, close the Zoo or any part of it temporarily, remove some animals from show to the public, restrict the number of visitors having access to the Zoo and/or suspend or cancel any attraction or entertainment programme due to, without limitation, capacity, adverse weather conditions or the scheduling of special events, to ensure the safety, security or order of our animals and other attractions, our visitors, employees and representatives, or if we consider in our discretion that the circumstances so require.
7.3 We shall not be responsible or liable for any events beyond our reasonable control where we take such action described at clause 9.1 above in accordance with clause 25 (Events Beyond Our Reasonable Control).
8.1 We reserve the right in our absolute discretion to refuse entry to the Zoo, prohibit from any future entry to the Zoo or escort from the Zoo premises, any person who whilst on the Zoo premises:
(a) uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a matter, which may provoke a breach of the peace or disrupt any of our animals;
(b) takes into the Zoo or is found to have on their possession offensive weapons or dangerous articles;
(c) fails to follow the written or verbal healthy and safety instructions of each area or attraction at the Zoo or behaves in a matter which may endanger the safety or that person, other visitors or animals at the Zoo;
(d) feeds or attempts to feed any of the animals, save for where such feeding is part of an organised event or experience for which that person has validly been admitted to the Zoo;
(e) consumes alcoholic beverages in an area of the Zoo which is not authorised in accordance with the Licensing Act 2003; takes alcoholic beverages into the Zoo on admission; is found with alcoholic beverages on their possession; or appears to be under the influence of alcohol or illegal drugs or other substances; or
(f) behaves in a manner, which in our opinion is or likely or is likely to affect the enjoyment of other visitors.
8.2 The climbing of or standing upon fences, barriers, walls, structures or buildings on Zoo premises is strictly prohibited.
8.3 All smoking (including but not limited to cigarettes, pipes (including water pipes such as shisha and hookah pipes), cigars, herbal cigarettes and e-cigs/e-cigarettes) is strictly prohibited within the Zoo premises, with the exception of those designated smoking areas which can be found on the Zoo map here.
8.4 The use of bicycles, scooters, rollerskates, rollerblades, skateboards or any such other item is prohibited on the Zoo premises and entry into the Zoo with any such items of this nature will be denied, with the exception of:
(a) child ride-along equipment which is fitted with a secure adult height control handle. Where such equipment is used, the supervising adult is deemed to accept all responsibility to ensure the safe use of the equipment without causing distress, injury or nuisance to other visitors or our staff; and
(b) bicycles and other wheeled equipment used by our staff in the day to day operation of their employment duties.
8.5 Clothing which is, in our opinion, offensive to other visitors is prohibited from being worn on the Zoo premises. Shoes and shirts/tops must be worn at all times.
8.6 Only persons or organisations authorised by us are permitted to sell or offer for sale any goods or services to visitors on the Zoo premises.
9.1 From time to time we and third parties to whom we have provided authority may take photographs and/or video recordings of the Zoo premises, including the car parks and surrounding areas which may feature visitors. By accepting these Terms, you agree that the Zoo or any authorised third party may use such images in perpetuity in any promotional or publicity material in any format whatsoever. You further agree that all copyright and any other intellectual property rights that subsist in or arise out of these materials shall be absolutely owned by us or such authorised third party (subject to our agreement) as the case may be.
9.2 Any photographs and/or video or other image recordings which you take whilst on the Zoo premises (Images) are deemed to be for personal domestic use only. Filming and/or photography for Public Broadcast, commercial purposes, training or student projects are strictly prohibited without the express prior written agreement of the Zoo. For the purposes of this clause 9.2, Public Broadcast means transmitting Images to a group of more than 10 people at one time, including by radio or television. Please contact us on 01952 677917 for further information in this regard.
9.3 For the avoidance of doubt, nothing in this clause 9 prevents you from uploading personal Images to social media websites to share for domestic purposes only.