Terms and conditions

Yorkshire Wildlife Park & The Yorkshire Hive Terms and Conditions

The terms and conditions set out below will apply to your booking and we ask that you read them carefully before you submit your order to us.

These terms and conditions (“T&Cs”) together with our Privacy Policy provides you with information about the legal terms and conditions on which we sell, and you may purchase admission tickets to the Yorkshire Wildlife Park (“Wildlife Park”) and other products listed on our website, including but not limited to memberships, animal adoptions, animal experiences, gift vouchers and event tickets (“Products”).

These T&Cs will apply to any contract between us for the sale of Products to you (“Contract”). Please read these T&Cs carefully and make sure that you understand them, before ordering any Products from our website.

By completing an order on our website, you are accepting these T&Cs. If you refuse to accept these T&Cs, you will not be able to order any Products from our website.

As detailed below, we reserve the right to amend these T&Cs from time to time. Every time you wish to order our Products, please check these T&Cs to ensure you understand the terms which will apply at that time. These T&Cs were most recently updated on 20 February 2024.

Any reference to premises in the T&Cs means both the Yorkshire Hive and the Wildlife Park (“Premises”).

1. INFORMATION ABOUT US

1.1 We, Wild Life Group Limited (“WLG”) operate the website www.yorkshirewildlifepark.com. WLG trades as Yorkshire Wildlife Park (“YWP”), a company registered in England and Wales under company number 06531168 and with our registered office at Yorkshire Wildlife Park, Brockholes Lane, Branton, Doncaster, DN3 3NH. 1.2 If you have any questions or any complaints, please contact us by email info@yorkshirewildlifepark.com or by telephone (01302) 535057.

2. THE CONTRACT BETWEEN YOU AND US

2.1 We strongly advise that you check your order and amend any errors before submitting it to us. If you wish to make any changes to your order or the information provided once you have already placed an order, please contact us on bookings@yorkshirewildlifepark.com or call us on (01302) 535057. Please note that we cannot guarantee that we will be able to act on any request changes at this point.

2.2 By placing an order through our website, you are offering to purchase those items displayed in your shopping basket. 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.

2.3 We will confirm our acceptance of your order to you by sending you an email that contains your barcoded e-ticket (if you have purchased tickets to the Wildlife Park), confirms the details of your order and the cost of your order and any delivery or postal charges, together with other important information (“Order Confirmation”). Once your order is complete, payment will be taken from your chosen payment method, at which point the Contract between us will be formed.

2.4 Please retain your Order Confirmation email in case you need to contact us about your order.

3. NON-CANCELLATION

Please note that once you have placed an order on our website, you are unable to cancel your order and all Products on our website are non-refundable save for in exceptional circumstances. This also applies to Products purchased at the Wildlife Park. However, if you are unhappy with any physical items or Products purchased either through our website or at the Wildlife Park, you may return and obtain a refund in accordance with paragraph 15 below.

4. TICKETS

4.1 All admission tickets purchased on our website entitle you to access the Wildlife Park on the date and time booked. Tickets purchased through our website are valid for entry to the Wildlife Park only on the date and time that is specifically chosen and booked.

4.2 The prices of all tickets are available on our website and may change from time to time. Please note that all ticket prices quoted on our website apply when purchasing through our website only.

4.3 For the purposes of individual ticket purchases, the following definitions which are used on our website shall apply:

Adult means a person aged from 16 years old to 59 years old (changing to 64 years old from 23 March 2024) inclusive;

Carer means a person who accompanies a Disabled person for the purpose of providing them necessary support and assistance with accessibility to the Wildlife Park;

Child means a person aged from 3 years old to 15 years old inclusive;

Disability means a physical or mental impairment that has a substantial and long-term adverse impact on a person’s ability to do normal day to day activities within the meaning of the Equality Act 2010 and Disabled shall be construed accordingly;

Flexi Ticket means an additional ticket purchased at the time of booking and it allows you to change the date of visit (subject to the restrictions set out in clause 4.13);

Group means a group of 10 or more people, including Adults, Children, Senior Citizens or Students;

Infant means a child aged under 3 years;

Senior Citizen means a person aged from 60 years old. From 23 March 2024 this age will be increased to 65 years old;

Student means a person who is in full time education and holds a valid and current identity card which shows they are a student.

4.4 Normal admission tickets or day admission gift vouchers may not be valid for entry to some Events. Please check with our Customer Contact Centre (01302 535057) prior to purchasing.

4.5 Discounts may apply to one or more ticket types and will be as stated on our website from time to time. If you are purchasing a discounted rate ticket (Disabled, Senior Citizen or Student) then you will be required to provide us with an accepted form of entitlement evidence at the point of entry to the Wildlife Park. Senior Citizens will be required to provide photographic identification such as a passport or driving licence and Student’s will need to provide their NUS card.

4.6 To receive the discounted rate, Disabled visitors will be required to provide proof of Disability, such as a “Blue Badge” car parking permit issued by their local Council or a letter from the Department for Work and Pensions with confirmation and photographic identification. Disabled visitors will also be permitted to admit one carer at the Carers discounted rate provided that the Carer provides ID from Care Home/Employer, Care Allowance Claim Letter, Metro bus pass for disabled which states “Plus One”. Carers will only be eligible for the Carers discounted rate while providing care for a Disabled visitor visiting the Wildlife Park.

4.7 Unless visiting the park as on an Educational group trip with a nursery (please contact the Education Team on educationadmin@yorkshirewildlifepark.com for their pricing), children under 3 years old are permitted entry to the Wildlife Park free of charge. Children 3 years and over will be charged admission to the park at the Child rate.

4.8 Where you have selected a specific date and timeslot to visit us when purchasing your ticket and we are subsequently unable to accommodate you on that date or timeslot for any reason other than your failure to comply with these T&Cs, we will use reasonable endeavours to agree an alternative date and/or time 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.

4.9 When you have received your Order Confirmation in accordance with paragraph 2.3, your e-ticket will automatically be dispatched to the email address you provided at the time of booking. Please ensure that you either print the e-ticket and bring it with you when you visit the park, or alternatively, we can scan your e-ticket on admission on your smart device.

4.10 Any tickets sent by post 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.

4.11 Except as otherwise set out in these T&Cs, all tickets (whether purchased online or bought on the day) are non-exchangeable, non-refundable and non-transferable. To be clear, if you purchase any ticket, you are not permitted to change the date of visit for any reason (including but not limited to, bad weather and personal circumstances). If you want the flexibility to change the date of your visit, please purchase a Flexi Ticket. If you purchase a Flexi Ticket, your ticket will be transferable in accordance with clause 4.13 below. Tickets are not permitted for resale to any third party.

4.12 Any complimentary admission tickets issued are only valid during our standard opening times and are not valid for admission to Events. Unless otherwise stated on the ticket, complimentary tickets will expire within three months from the date of issue.

4.13 A Flexi Ticket allows you to change the date you are visiting the park from the original booking date given at the time of purchasesubject to the following restrictions:

4.13.1 You are permitted to change the date of your visit as many times as you would like for up to six months from the purchase date;

4.13.2 In order to change the date of your visit, you will need to telephone (01302) 535057 or email bookings@yorkshirewildlifepark.com no later than last admission (see clause 5.5) on the day of your booking date to reschedule to a different date. A different date must be provided at time of changing the booking. If you fail to change your booking before 4pm on the date you are booked to visit the park, we will assume that you have been to the park and your ticket will expire.

4.13.3 There are no restrictions on which rescheduled date can be chosen other than the booking can only be amended to another day admission only. The booking cannot be rescheduled to a Wild Live Night or a Winter Illumination evening.

4.13.4 A Flexi Ticket is only available on general day admission tickets and no other type of ticket.

5. PARKING AND ADMISSION

5.1 We provide free parking for visitors to the Wildlife Park and the Hive. Users of our car park do so at their own risk. WLG/YWP will not accept liability for any accidents, damage or loss incurred.

5.2 Dogs must not be left in vehicles parked on site under any circumstances. In the event a dog, or any other animal is left in a vehicle, YWP staff will do their best to track down the owners however, if the animal appears to be in danger or distress, YWP reserves the right to contact the Police to seek further advice, and where necessary, seek authority from the Police to rescue the animal from the car.

5.3 No dogs or any other pets shall be permitted entry into the Wildlife Park, except for guide dogs and other service/assistance dogs that are registered with an accredited training provider. Please note that they are only permitted in certain areas of the Wildlife Park. When visiting the Wildlife Park with a service/assistance dog, please inform the Guest Experience Team on your arrival so can advise where you can and cannot go. We ask that all assistance dogs must be up to date with their inoculations and must be fit and healthy when visiting. If they have shown signs of ill health (including diarrhoea and vomiting) in the last 24 hours prior to your visit, please do not attend the park with your dog. All assistance dogs must be always kept on a lead, under strict control and wear an assistance/service dog vest/harness so staff on park can easily identify that the dog is an assistance dog. They must not be left unattended at any time. Dogs must not be allowed to defecate anywhere in the Wildlife Park grounds and any incidents should be cleared away by their owners. Please note that Emotional Support Animals (including Emotional Support dogs) will not be permitted on the Wildlife Park. All dogs are welcome in the Yorkshire Hive.

5.4 All visitors to the Wildlife Park 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 staff. Any person attempting to gain admission or being found inside the Wildlife Park without a valid admission ticket, voucher or membership card may be asked to leave the Premises immediately.

5.5 Admission to the Wildlife Park will only be permitted up to a minimum of two hours before the Wildlife Park’s closing time (please check our website for our opening hours as these change throughout the year).

5.6 No guests under the age of 16 years will be admitted to the Wildlife Park unless they are accompanied by an adult who is over the age of 16 years. All guests under the age of 16 must remain under the control and supervision of an adult aged 16 or over whilst on the premises.

5.7 We reserve the right in our absolute discretion to refuse entry to the Wildlife Park or the Hive, prohibit any future entry to the Wildlife Park or the Hive and escort from our Premises, any person who fails to follow the regulations set out at paragraph 8 below.

6. PROMOTIONS/OFFERS

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 Products from our website to ensure that any voucher or discount code is valid.

6.2 Many promotions are only redeemable at the Wildlife Park’s admission gates and cannot be used in conjunction with any other offer or discount.

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.

7. OPENING TIMES AND AVAILABILITY

7.1 Details of our opening times throughout the calendar year are available on our website (www.yorkshirewildlifepark.com).

7.2 We always endeavour to ensure that as many exhibits and attractions are available for view or use by visitors. We may, however, without any prior notice and, save as expressly provided in these T&Cs, without refund or compensation, change the opening hours of the Wildlife Park or the Hive, close the Wildlife Park or the Hive or any part of it temporarily, remove some animals from show to the public, restrict the number of visitors having access to the Wildlife Park/the Hive and/or suspend or cancel any attraction or entertainment programme due to, without limitation, capacity, government restrictions, adverse weather conditions or the scheduling of special events, to ensure the safety, security or welfare 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 YWP cannot guarantee that all animals will be on show throughout the day. For various reasons, including animal welfare, certain animals may be off show to the public without prior notice.

7.4 We shall not be responsible or liable for any events beyond our reasonable control where we take such action in accordance with paragraph 23.

8. REGULATIONS

8.1 We reserve the right in our absolute discretion to refuse entry to the park, prohibit from any future entry to the park or escort from the Premises, any person who whilst on the Premises:

(a) uses threatening, abusive or insulting words or behaviour towards staff and visitors or in any way provokes or behaves in a manner, which may provoke a breach of the peace;

(b) behaves in such a manner that is likely to disrupt or upset any of our animals;

(b) takes into the park 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 park or behaves in a matter which may endanger the safety or that person, other visitors or animals at the Wildlife Park;

(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 Wildlife Park;

(e) is in possession of and/or appears to be under the influence of alcohol, illegal drugs or other substances;

(f) is in possession of and/or appears to have taken Nitrous Oxide; or

(g) 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 YWP’s premises is strictly prohibited.

8.3 All smoking (including but not limited to cigarettes, e-cigs/e-cigarettes/ vapes, pipes (including water pipes such as shisha and hookah pipes), cigars and herbal cigarettes) is strictly prohibited within the Wildlife Park and the Hive, with the exception of those designated smoking areasthroughout the site.

8.4 The use of bicycles, scooters, roller skates, rollerblades, skateboards or any such other item is prohibited on the Premises and entry into the Wildlife Park with any such items of this nature will be denied, except for:

(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 daily operation of their employment duties.

8.5 Balls and frisbees are not permitted in the Hive or the Wildlife Park.

8.6 BBQ’s or open fires are not permitted anywhere onsite including the Hive, the Wildlife Park or the campsite (unless stated otherwise).

8.7 Unless specified in indoor play areas, footwear must be always worn when in the Hive or the Wildlife Park.

8.8 Height and age restrictions (including specific clothing requirements) apply in Uproar Play Barn, Zoom Super Slide Barn and Monkey Playhouse. All visitors must abide by the specific safety rules enforced within these locations. Please refer to the safety information boards at each location for full details. We reserve the right to ask any visitors to leave the play area if they fail to follow the specific safety rules in place or behave in an inappropriate or unsafe manner.

8.9 Only persons or organisations authorised by us are permitted to sell or offer for sale any goods or services to visitors on the Premises.

8.10 Given that we are a family attraction, we ask that all guests visiting Yorkshire Wildlife Park and the Yorkshire Hive including Evolution Restaurant, the Bistro and Uproar wear appropriate clothing (including a top) at all times. If you are wearing clothing that is indecent or likely to cause offence in any way, you may be refused entry or removed from site.

9. PHOTOGRAPHY AND CCTV

9.1 From time to time we and third parties to whom we have provided authority may take photographs and/or video recordings on the Premises, including the car parks and surrounding areas which may feature visitors. By accepting these T&Cs, you agree that we 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 YWP’s premises 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 WLG/YWP.

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.

9.4 CCTV cameras are in operation throughout the Premises for the purpose of security and the protection of our visitors. In accordance with our licence conditions, CCTV footage is kept for 31 days before it is deleted.

10. MEMBERS

10.1 Subject to capacity restrictions on park (as detailed above), all memberships purchased either at the Wildlife Park or on our website entitle the member to book one time slot per day to access to the Wildlife Park for free during normal opening times (see paragraph 8) for a period of 12 months commencing on the date that you activate your membership, or such other date as agreed between us. Please note that membership cards may not be valid for entry to certain Events including (but not limited to) Wild Live Nights, Easter events, Halloween` and Winter Illuminations. Please see paragraph 14 for further information regarding Events.

10.2 The benefits and prices of memberships are as quoted on our website from time to time. We reserve the right to reduce or alter such benefits attached to any membership at any time.

10.3 Members shall only be permitted entry to the Wildlife Park during normal opening hours without paying the full current ticket admission price on the production of a valid membership card and a pre-booked time slot (with the exception of Gold members who are permitted to visit without a valid booking). Any membership cards which have been altered in any way will be void. Membership cards will remain our property at all times. An administration charge of £2.50 will be incurred for the replacement of any lost or stolen card.

10.4 We reserve the right to reject applications for membership or membership renewals at our own discretion. We also have the right to revoke your membership should you:

10.4.1 fail to comply with these T&Cs (including but not limited to the Regulations set out in clause 8);

10.4.2 make defamatory comments and remarks about Yorkshire Wildlife Park and/or its employees to the media or on social media;

10.4.3 publish misleading and incorrect information on social media implying that it is factual news from YWP; and

10.4.4 publish photographs taken at YWP on commercial websites or undertaking commercial promotions using pictures taken at YWP without express written permission from YWP.

10.5 All memberships purchased are non-exchangeable, non-refundable and are not for resale. We are unable to make any refunds in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control.

11. ADOPTIONS AND GIFT BOXES

11.1 By purchasing an animal adoption and/or a gift box, you agree to the terms set out in this paragraph 11.

11.2 The benefits and prices of our adoption packs and gift boxes are as quoted on our website from time to time. We reserve the right to reduce or alter such benefits attached to any adoption package or gift box at any time.

11.3 When you purchase an adoption, you are purchasing a share (or multiple shares) in an adoption of your chosen animal species, not an individual animal. As such, you are adopting a whole species. No animals (individual or species) will be exclusively adopted by one individual.

11.4 Adoption does not imply ownership, nor does it create any liabilities in respect of any animal adopted.

11.5 Each adoption is for a term of 12 months. One month before the end of the initial term and every 12-month period thereafter, we will write to you giving you the option of renewing that adoption for an additional 12-month period to commence consecutively. Payment for renewals must be made in advance. At the point of each renewal, you will have the option of selecting a different species to adopt. Each 12- month term shall commence on the date specified when you applied to purchase an adoption (where practicable) or if no date is specified, the date that we process the adoption. This date will be stated on your personal certificate which you will receive with your adoption welcome pack in any event.

11.6 We reserve the right to refuse applications for adoptions at our sole discretion.

11.7 All adoption packs and gift boxes purchased are non-exchangeable, non-refundable and are not for resale.

11.8 Any complimentary admission tickets issued with your adoption pack or gift box are only valid during our standard opening times (see paragraph 7) and are not valid for admission to Events (see paragraph 14).

11.9 We do not make any guarantees that the species you have adopted will be on show or available for public viewing at the times that you visit the Wildlife Park.

11.10 Once you have purchased an adoption pack or a gift box and receive email confirmation from us of your purchase, please allow 7 – 10 days for it to arrive by post. Delivery may be longer around busy periods such as Christmas. We shall not be held liable for any delays in delivery once we have dispatched your adoption pack or gift box.

12. ANIMAL EXPERIENCES

12.1 The contents of each animal experience and the prices are as quoted on our website from time to time. However, we reserve the right to reduce or alter the contents or programme of any animal experience at any time as detailed in paragraph 12.3 below.

12.2 Animal experiences are only valid for the specific date chosen when booking and that date stated in the Order Confirmation in accordance with paragraph 2.3.

12.3 We reserve the right to alter or reschedule any animal experience purchased with or without notice for reasons beyond our control, including but not limited to animal welfare, health and safety, enforced lock downs, government restrictions, staff shortages, adverse weather or changes to our animal or wildlife collections. If we must reschedule any animal experience, we will do our best to accommodate you on another date and time however, if we are unable to do so, we reserve the right to cancel your booking and provide you with a refund of the price paid to us for the animal experience. We cannot be held liable for any travel, accommodation or other related costs or expenses if an animal experience is rescheduled.

12.4 You must arrive to the designated area of the Wildlife Park for your animal experience at the pre-booked time. Should you arrive late, we reserve the right to cancel your animal experience without rescheduling or refund.

12.5 All animal experiences purchased are not for resale, and, save as otherwise expressly provided in these T&Cs, non-exchangeable and non-refundable.

12.6 Unfortunately, some visitors will be unable to participate in some of our animal experiences (in whole or in part) due to health and safety issues, allergies, phobias, disabilities or pregnancy. If we do not deem that it is safe for you to continue with the animal experience, we will provide you with a full refund of the price paid to us.

12.7 Whilst we will endeavour to accommodate any visitor with a Disability or learning difficulty who has purchased an animal experience, this cannot always be achieved for practical and health and safety reasons. If you have any concerns, please contact us for advice in this regard before making any purchase.

13. GIFT VOUCHERS

13.1 We offer different types of gift vouchers and by purchasing a gift voucher from us, you agree to the terms set out in this paragraph 13.

13.2 The table below sets out how long the various gift vouchers will be valid for and the period during which they need to be redeemed. The period of validity starts to run from the date of purchase or the date of the Order Confirmation (if purchased through the website) or if a complimentary voucher, from the date the voucher was issued by us to you.

Voucher	Valid for;
Membership Gift Voucher	3 months
Animal Experience Gift Voucher	6 months
Day Admission Gift Voucher	6 months
Afternoon Tea Gift Voucher	6 months
Monetary Gift Vouchers	6 months
Adoption Box Gift Voucher	6 months
Complimentary Vouchers	3 months

13.3 Gift vouchers cannot be exchanged for cash value and are not for resale.

13.4 Gift vouchers can be used for full or part payment of purchases. Please note that no change can be given.

13.5 If you have purchased a gift voucher on our website and have received Order Confirmation in accordance with paragraph 2.3, please allow approximately 5 - 10 working days for the gift voucher to arrive by post. Delivery may be longer around busy periods such as Christmas. We shall not be held liable for any delays in delivery once we have dispatched your gift vouchers. It is your responsibility to ensure that the information supplied to us is accurate before making any purchase. We are only responsible for issuing gift vouchers in accordance with the information you provide when booking.

13.6 Please note that afternoon tea must be booked 48 hours in advance and full payment must be taken on booking. If you have any dietary requirements, please let us know at the time of booking either over the telephone or by email (bookings@yorkshirewildlifepark.com) stating the day and time of the booking and the name the booking was made under. Afternoon tea bookings are non-refundable however, they can be transferred providing the request is made more than 48 hours prior to the booking.

14. EVENTS

14.1 We run events throughout the year which will be advertised on our website from time to time (“Events”) and only available for a limited period of time, subject to availability. By purchasing any one of our Event tickets you agree to the terms set out in this paragraph 14. For additional terms and conditions in respect of individual Events, please refer to the relevant booking page which you are deemed to accept when making a purchase.

14.2 For the purposes of Event ticket purchases, those definitions set out at paragraph 4.3 above which are used on our website shall continue to apply.

14.3 The contents or programme of each Event and the prices are as quoted on our website from time to time. We reserve the right to reduce or alter the contents or programme of any Event at any time. Event prices are in accordance with paragraph 20 and must be paid at the time of booking in accordance with paragraph 19.6.

14.4 Event tickets are only valid for the specific time and date stated in your Order Confirmation in accordance with paragraph 2.3. We reserve the right to transfer the chosen and confirmed date to another date at any time or offer you an alternative date and will endeavour to provide you with as much notice as possible.

14.5 Once you have purchased an Event ticket and have received Order Confirmation in accordance with paragraph 2.3, please ensure that you bring your ticket with you on the date of your chosen Event (either a print out or on your smart phone).

14.6 We reserve the right to alter or reschedule any Event ticket purchased with or without notice for reasons beyond our control in accordance with paragraph 24, including but not limited to animal welfare, health and safety, staff shortages, adverse weather, lockdowns, government restrictions, visitor number restrictions or changes to our animal or wildlife collections. However, where altered, we will always endeavour to replace any purchased Event with a similar programme to that advertised and keep any changes to a minimum. Please be aware that rescheduling may occur on the same day of your Event. We cannot be held liable for any travel, accommodation or other related costs or expenses should the Event be rescheduled.

14.7 The description of each Event advertised on our Site, including the duration is only an approximate guide as to what you should expect from the programme on the day and is subject to variation. This will be dependent on various factors including but not limited to availability of staff, weather conditions, the health and wellbeing of the animals, government restrictions or other attractions advertised and current availability.

14.8 You must arrive at the Wildlife Park for the Event at the pre-booked time and date (if applicable). Should you arrive late or on the wrong day, we reserve the right to refuse your entry to the Event without rescheduling or refund.

14.9 Save as otherwise expressly provided in these T&Cs, all Event tickets purchased are non-exchangeable, non-refundable, and not for resale.

14.10 Whilst we will endeavour to accommodate any visitor with a disability or learning difficulty who has purchased an Event ticket, this cannot always be achieved for practical and health and safety reasons. Please contact us for advice in this regard before making any purchase.

15. ONLINE PURCHASES RETURNS POILCY

15.1 With the exception of park tickets, Event tickets and animal experiences this paragraph 15.1 applies to any Products that you purchase through our website only including retail items. If you are unhappy with any Product for any reason or you change your mind, you may return them to us at your own cost within 14 calendar days of receipt if you send us the proof of purchase. We will at your option, exchange the returned Products or refund you the price you paid for the Product providing the Products are returned in accordance with clause 15.2 below.

15.2 If the Item(s) were delivered to you:
(a) you must return the Product(s) to us at Yorkshire Wildlife Park, Hurst Lane, Auckley, Doncaster, DN3 3QY as soon as reasonably practicable together with the original packaging and a copy of your Order Confirmation (received in accordance with clause 2.3), together with a brief description of the fault;
(b) you have a legal obligation to keep the Product(s) in your possession and to take reasonable care of the Product(s) while they are in your possession.

15.3 We warrant that any Products we provide to you will be provided using reasonable care and skill.

15.4 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. We are under a legal duty to supply Products that are in conformity with this Contract. These legal rights are not affected by the guarantee provided at paragraph 15.1 above, the returns policy in this paragraph 16 or these T&Cs.

16. WARRANTY

By accepting these T&Cs and purchasing an order for Products on our website, you warrant that you:
(a) are at least 16 years of age;
(b) have the ability to enter into a legally binding contract;
(c) have the authority to provide us with payment instructions from a payment card or billing account; and
(d) shall not, without the Wildlife Park’s express authority use any of our Products for any commercial, business or resale purposes.

17. DATA PROTECTION AND PRIVACY

When you browse our website, register your details and order Products on our website we process information about you in accordance with our Privacy Policy. By using our website, you consent to such processing and you warrant that all data provided by you is accurate to the best of your knowledge.

18. OUR RIGHT TO VARY THESE T&CS

18.1 We reserve our right to amend these T&Cs from time to time.

18.2 Every time you order Products from us, the T&Cs in force at the time of your order will apply to the Contract between you and us.

19. PRICE OF PRODUCTS AND DELIVERY/POSTAGE CHARGES

19.1 The prices of the Products are as quoted on our website from time to time. We take all reasonable care to ensure that the prices of Products on our website are correct but, in the event of an error in the price of Products you ordered, paragraph 19.5 will apply.

19.2 Prices for our Products may change from time to time, but, save in the event of an error to which paragraph 19.5 applies, changes will not affect any order which we have confirmed with an Order Confirmation email in accordance with paragraph 2.3.

19.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable.

19.4 The price of a Product does not include any delivery or postal charges unless otherwise stated. Where delivery or postal charges apply, they will be as quoted on our website from time to time on the relevant booking page.

19.5 It is always possible that, despite our reasonable efforts, some of the Products on our website may be incorrectly priced. In this event:
(a) where the Product’s correct price is less than the price stated on our website, we will charge the lower amount; and
(b) if the Product’s correct price is higher than the price stated on our website, we will contact you by email to the email address provided at the time of placing your order as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process within a reasonable period, we will treat the order as cancelled and notify you by email.

19.6 Payment for our Products online must be made at the time of the relevant transaction using your chosen payment method. We accept the following payment methods: Visa, Visa Electron, Mastercard, Maestro, Amex, Freedom Pay, Clear Pay (minimum transaction value £30), Direct Debit (memberships only) and Apple Pay.

20. DELIVERY

20.1 This clause applies where you have ordered a Product on our website that involves delivery of Products (as defined under paragraph 17.1), including but not limited to Adoptions Packs, Gift Boxes and Gift Vouchers.

20.2 Your order will be fulfilled as set out in the Order Confirmation in accordance with paragraph 2.3, unless there is an Event Outside Our Control in accordance with paragraph 23 below.

20.3 Delivery will be completed when we deliver the Products to the address you gave us at the time of making your order.

20.4 You are responsible for ensuring that you provide us with the correct delivery address at the time of ordering. If no delivery address isprovided at the time of ordering, your Products will be sent to your billing address.

20.5 The Products will be your responsibility on delivery.

20.6 You will own the Products once we have received payment in full, including all applicable delivery or postal charges.

21. INTERNATIONAL DELIVERY

21.1 If you order Products (with the exception of retail items please see 21.4) from our website for delivery to a destination outside of the United Kingdom, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount.

21.2 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

21.3 You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

21.4 International shipping is not available on retail items.

22. LIABILITY

22.1 If we fail to comply with these T&Cs, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these T&Cs or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.

22.2 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation.
(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples);
(e) defective products under the Consumer Protection Act 1987;
(f) any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); and
(g) any breach of the terms implied by section 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples).

23. EVENTS OUTSIDE OUR CONTROL

23.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in paragraph 23.2.

23.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation epidemics or pandemics of infectious diseases (including amongst animals at the Wildlife Park), government restrictions, national and local lockdowns, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

23.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

24. COMMUNICATIONS BETWEEN US

24.1 When we refer, in these T&Cs, to “in writing”, this will include e-mail.

24.2 If you wish to contact us in writing for any reason, you can send this to us by e-mail at info@yorkshirewildlifepark.com or by pre-paid post to Yorkshire Wildlife Park, Hurst Lane, Auckley DN9 3QY. You can also contact us using our Customer Services telephone line on 01302 535057.

24.3 If we need to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

25. OTHER IMPORTANT TERMS

25.1 This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise. However, the recipient of your gift of a Product will have the benefit of our warranties at paragraph 17 but we and you will not need their consent to cancel or make any changes to these T&Cs.

25.2 Each of the paragraphs of these T&Cs operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

25.3 If we fail to insist that you perform any of your obligations under these T&Cs, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

25.4 Please note that these T&Cs are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You agree that the courts of England and Wales will have exclusive jurisdiction.

Hex Wildlife Hotel

TERMS AND CONDITIONS OF ENTRY

In these Terms and Conditions of Entry, the following definitions shall apply:

Hotel means Hex Wildlife Hotel, The Yorkshire Hive, Hurst Lane, Auckley DN9 3HQ (the “Hotel”)

Wild Life Group Ltd (“WLG”) WLG trades as Hex Wildlife Hotel a company registered in England and Wales under company number 06531168 and with our registered office at Yorkshire Wildlife Park, Brockholes Lane, Branton, Doncaster, DN3 3NH. The terms and conditions set out below will apply to your booking and we ask that you read them carefully before you submit your order to us.

These terms and conditions (“T&Cs”) together with our Privacy Policy provides you with information about the legal terms and conditions on which we sell, and you may purchase room bookings at the Hotel.

Please read these T&Cs carefully and make sure that you understand them, before purchasing rooms at the Hotel.

By completing an order on our website, you are accepting these T&Cs and they will form part of the contract between you and WLG. If you refuse to accept these T&Cs, you will not be able to book any rooms at the Hotel.

As detailed below, we reserve the right to amend these T&Cs from time to time. Every time you wish to book a room at the Hotel, please check these T&Cs to ensure you understand the terms which will apply at that time. These T&Cs were most recently updated on 1st March 2022.

All reservations at the Hotel are subject to these T&C’s. If you do not comply with them you may be removed from the Hotel by WLG personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Hotel, you must comply with any reasonable instructions given to you by WLG personnel or any third party instructed on behalf of Wild Life Group Ltd. WLG, acting reasonably, reserves the right to vary these T&C’s at any time without prior notice. Please note that entry to Yorkshire Wildlife Park and associated events, is subject to the park’s terms and conditions of entry, a copy of which can be found on www.yorkshirewildlifepark.com.

General:

For health and safety reasons wheelchairs and mobility scooters are the only transport device permitted within the Hotel. We ask that you inform us of any special access requirements prior to making a booking. Deliveries of any nature are not permitted at the Hotel.

Our service commitment:

The Hotel will endeavour to ensure that as many facilities as possible are available for Hotelguests. WLG reserves the right, without prior notice, to change the operating hours of such facilities. Any special room requests need to be made at the time of making your bookingand whilst every effort will be made to try to accommodate any such request, this cannot be guaranteed. You will be notified of any additional charges for these requests at the time of booking.

WLG in its absolute discretion reserves the right to close the whole or any part of the Hotel and/or any facilities within the Hotel, The Yorkshire Hive, or Yorkshire Wildlife Park at any time, or to restrict the number of persons staying at the Hotel. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if WLG reasonably considers the circumstances so require. If the whole or any part of the Hotel is closed for any of the reasons set out above WLG shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure. WLG reserves the right to offer a substitute booking on an alternative date in substitution for any other form of redress. WLG reserves the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Duty Manager within the Hotel. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Duty Manager and then you should write, no later than 21 days after your departure from the Hotel, to the GeneralManager. All contact must be made by the lead booking name on the reservation, as replies will only be addressed to this person.

Our right to remove you:

WLG, acting reasonably at all times, reserves the right to refuse admission, ban from entry or remove from the Hotel without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner whilst travelling to the Hotel whether by bus, coach or other means, where such behaviour has been reported to WLG by a reliable independent source; has been convicted of a criminal offence relating to WLG, or civil unrest at WLGproperty/attractions, which, in the opinion of WLG, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace. WLG reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Hotel or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to WLG; or is attempting to regain admission to the Hotel or has been found inside the Hotel without a valid booking reference. If any guest in breach of any of these T&C’s is a member of a group, then such group of individuals may also, at WLG’s discretion, be denied entry or escorted from the Hotel without any right to a refund.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Hotel. Smoking (including of e-cigarettes) is strictly prohibited inside the Hotel. A charge of £150 will be levied on any guest who smokes inside of the Hotel, and this amount will be deducted from the credit/debit card lodged on check in. An additional charge of £100 will be levied on any guest who tampers with any item of fire detection equipment and these guests may be asked to leave the Hotel with immediate effect and with no refund. Please always conduct yourself appropriately and comply with WLG’s procedures and/or requests with regard to conduct and respect for WLG’s property, its employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Hotel or cause offence to other guests. WLG reserves the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in WLG’s reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund. Children must be supervised at all times and must not be left in guest rooms on their own.

Dress Code

You must wear appropriate clothing for a family accommodation (including a top and shoes) at all times whilst in and around the Hotel. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Hotel.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. No vehicles are permitted to remain at the Hotel beyond the duration of your stay.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Hotel, you are admitted to the Hotel subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Hotel any weapons, fireworks, smoke bombs or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the premises without any right to a refund and WLG reserves the right to make reports to the relevant authorities which may lead to prosecution. The use of illegal substances is strictly prohibited and any persons found possessing, using, or who appear to be under the influence of illegal substances will be refused admission or escorted from the Hotel without any right to a refund. CCTV cameras are used to assist in the proper running of the Hotel. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Hotel by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Hotel. Guests are not permitted to start fires or barbeques on site.

Animals:

Pets or animals of any nature are expressly prohibited in the Hotel (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Hotel. WLG reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Hotel provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these T&C’s, you acknowledge that WLG may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to invade the privacy of or be offensive to other guests and/or staff. By accepting these T&C’s, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Hotel. From time to time, WLG or other authorised parties carry out photography and/or video recording in the Hotel, which may feature guests. Entry to the Hotel is deemed acceptance of these T&C’s, and you therefore agree that WLGor any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with WLG or such authorised party (as the case may be).

Accommodation:

Bedrooms at the Hotel are available from 3.00pm on the day of your arrival and must be vacated by 11.00am on the day of departure unless otherwise stated on the booking confirmation.

The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Hotel.

If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk.

WLG is required to comply with the Immigration (Hotel Records) Order 1972. Therefore, the lead guest on the booking will be required to provide the full name and nationality of all guests over the age of 16 in their booking.

For those who are not British, Irish or Commonwealth guests, they will also be required to provide:

Passport number and place of issue (or other document which shows their identity and nationality); and
Details of their next destination (including address, if known) on or before departure.

These details will be kept by WLG for 12 months, after which, they will be deleted in accordance with the Privacy Policy.

Payment:

All bookings require a valid credit/debit card at the time of booking to confirm the reservation.

Non-refundable bookings - Full prepayment is taken at the time of booking, the Hotel may contact you directly to verify your details.
Flexible bookings - A credit card is required to secure your reservation and to confirm card validity at the time of booking, payment is taken during your stay at the Hotel.

Amendments, Cancellations and Refunds:

If, for any reason, you would like to amend, extend, or cancel your booking after it has been confirmed, WLG will use all reasonable endeavours to assist you but cannot guarantee to meet any such requests.

Please contact the team on 01302 535057 as soon as possible. Depending on the rate booked, the following applies:

Non-Refundable Rates
Amendments – These rates are non-amendable and non-transferable.
Cancellations – 100% of the reservation fee will be charged in the event of a cancellation or if you should depart early for any reason.
Early Departures – Should you choose to depart early for any reason, no refunds will be given for any amount.
Refunds – These rates are not eligible for refunds.
Flexible Rates
Amendments – If, for any reason, you would like to amend your booking after it has been confirmed, Wild Life Group Ltd t/a Hex Hotel will use all reasonable endeavours to assist you but cannot guarantee to meet any such requests. Please be aware amendments may incur an additional charge.
Cancellations - Free cancellation on or before 16:00 local hotel time the day prior to arrival. Reservations cancelled after this time will be charged in full for the first night of the stay.
Early Departures - Rates quoted are based on the specific check-in date and length of stay booked, should you choose to depart early for any reason, the rate is subject to change and you may have a higher nightly rate than originally booked.
Refunds – No refunds are applicable, these rates are payable on arrival.