Quex Adventure Farm Park – Terms and Conditions

These Terms and Conditions apply to admission to Quex Adventure Farm Park, the purchase and use of tickets and memberships, participation in animal experiences and other activities, and the use of facilities and attractions operated by Quex Adventure Farm Park Ltd.

Please read these Terms and Conditions carefully before purchasing a ticket, membership or experience.

By completing a purchase, making a booking, entering Quex Adventure Farm Park or participating in an activity or experience, you agree to be bound by these Terms and Conditions together with any additional terms, restrictions or safety rules shown during the booking process or communicated to you before taking part.

Where you make a booking on behalf of other people, you are responsible for making them aware of the relevant terms and conditions and, where appropriate, ensuring that children or other persons in your care comply with them.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

1. About Quex Adventure Farm Park

References in these Terms and Conditions to "Quex", "Quex Adventure Farm Park", "we", "us" or "our" mean Quex Adventure Farm Park Ltd.

References to the "Farm Park" or "site" include the Farm Park, animal areas, play areas, attractions, activity areas, catering facilities, car parks and other areas operated by us at Quex.

Separate terms may apply to particular events, activities, competitions, promotions, third-party services or products. Where separate terms apply, these will be brought to your attention when booking or participating.

2. Prices and payment

All prices shown are in pounds sterling and include VAT and other applicable taxes where required.

The total price payable, including any unavoidable booking or transaction charges, will be shown before you complete your purchase.

We may change our prices at any time. Any change will not affect a booking which has already been completed and paid for.

Discounts, promotional codes and offers are subject to their individual conditions and may be withdrawn or changed at any time before purchase.

Unless expressly stated otherwise, discounts, vouchers, membership benefits and promotional offers cannot be used together.

We reserve the right to correct genuine pricing or description errors before a contract has been formed. If an obvious pricing error is identified after purchase, we will contact you and offer the appropriate options available in the circumstances.

3. Tickets and bookings

Every person requiring admission or participation must hold the appropriate valid ticket, booking, membership or other entitlement.

Tickets are valid only for the date, session, event, experience and number or type of visitors stated on the booking.

Unless the ticket type purchased specifically includes amendment rights, tickets cannot be amended, transferred to another date or session, exchanged or refunded once purchased.

Customers should therefore check the date, time, ticket type, quantities and other booking details carefully before completing payment.

Certain ticket products, such as Flexi Tickets, may specifically include the ability to amend a booking. Any amendment rights are governed solely by the terms displayed for that ticket type at the time of purchase.

Purchasing a standard ticket and subsequently becoming unable or unwilling to attend does not give the customer the right to transfer the booking to another date.

Tickets must not be resold for commercial gain.

Unless we expressly permit otherwise, tickets and bookings may not be transferred to another person after use has commenced or where the ticket is specifically issued to a named person.

We may cancel without refund any ticket which has been fraudulently obtained, altered, copied, resold contrary to these Terms or otherwise misused.

You must retain your ticket, booking confirmation or membership details during your visit and show them to a member of staff if requested.

If you purchase tickets on behalf of a group, you are responsible for ensuring that the booking details are correct.

It is your responsibility to check your confirmation as soon as possible and notify us promptly if you believe an error has been made by Quex.

4. Online bookings and cooling-off rights

Many of the tickets and experiences sold by Quex are leisure activities supplied on a particular date or during a particular period.

Where the relevant legal exemption applies to a dated leisure booking, the usual 14-day cancellation or cooling-off period for online purchases does not apply.

This means that purchasing a dated ticket online does not generally give you an automatic right to cancel or change your mind simply because the booking was made online.

This does not affect any statutory rights you may have where a service is not provided as agreed.

Different rules may apply to memberships or other products, and any statutory cancellation rights applicable to those products remain unaffected.

5. Arrival and admission

Please arrive in sufficient time for admission and, where applicable, check-in for your booked experience.

For activities or experiences with a specified start time, you should be ready to participate at that time.

If you arrive late, we will try to accommodate you where reasonably possible but cannot guarantee that this will be possible.

We are not obliged to delay an activity, extend an experience, move a customer to another session or provide a replacement booking because of late arrival.

Where your late arrival would disrupt an experience, affect other customers, create an operational problem or make participation unsafe, you may be refused participation.

Where a booking is missed or cannot be fulfilled because of the customer's late arrival, no refund, credit or amendment will normally be due.

6. Children and supervision

Children visiting Quex Adventure Farm Park must be appropriately supervised by a responsible adult.

Unless a particular activity states otherwise, a responsible supervising adult must be aged at least 16.

Admission to the Farm Park does not transfer responsibility for a child to Quex Adventure Farm Park or its staff.

Parents, guardians and supervising adults remain responsible for children in their care throughout their visit, including in play areas, animal areas, queues and catering areas.

Children must not be allowed to enter staff-only areas, animal enclosures or restricted areas unless specifically invited to do so as part of a supervised experience.

Some attractions or experiences may have specific age, height, weight, ability or supervision requirements. These requirements must be followed even where a parent or guardian would otherwise be willing for the child to participate.

7. Opening times and attraction availability

Published opening dates and times are subject to change.

We will make reasonable efforts to operate the attractions and activities advertised for a particular day. However, admission to the Farm Park does not guarantee that every attraction, animal, play area or activity will be available throughout your visit.

Individual attractions may open later, close earlier, operate on a timed basis or be temporarily unavailable.

Reasons may include:

• weather or ground conditions;
• animal welfare;
• veterinary advice;
• maintenance or technical faults;
• staff availability;
• cleaning or biosecurity;
• safety concerns;
• capacity;
• private or special events;
• emergencies;
• circumstances beyond our reasonable control.

The temporary closure or unavailability of an individual attraction will not normally entitle a visitor to a full or partial admission refund where the Farm Park remains open and the overall admission service is still being provided.

This includes temporary or weather-related closure of outdoor play equipment and the Bouncing Pillows.

Nothing in this section affects your statutory rights where there has been a material failure to provide the service purchased.

8. Changes to the Farm Park

Quex Adventure Farm Park is a working and changing visitor attraction.

Animals, attractions, activities, displays and facilities may change throughout the year.

Photographs, videos and descriptions on our website, advertising and social media are intended to give a reasonable indication of what visitors may experience. They are not a guarantee that every animal, attraction, feature or activity shown will be present or available on the day of your visit.

Seasonal attractions may only operate at particular times of year.

We may make reasonable changes to the layout, programme, content or operation of the Farm Park where required for operational, welfare or safety reasons.

9. Customer cancellations and amendments

All standard tickets, admission bookings, activities and experiences are non-refundable and non-amendable once purchased.

This means that, unless you have specifically purchased a ticket type which includes amendment rights, you cannot:

• change the booked date;
• change the booked session or time;
• move the value of the booking to another event;
• receive a credit because you can no longer attend;
• receive a refund because you have changed your plans;
• request a replacement date because a member of your party is unable to attend.

This applies regardless of how far in advance of the booking date you contact us.

We therefore strongly recommend that customers check all booking information carefully before payment is completed.

Flexi Tickets and other amendable products

Certain tickets may be sold with additional flexibility, for example a Flexi Ticket.

Where you have purchased a Flexi Ticket or another product which expressly permits amendments, your booking may be changed only in accordance with the terms applying to that product.

Those terms may include:

• a deadline by which amendments must be requested;
• restrictions on the number of amendments permitted;
• availability requirements;
• payment of any difference in ticket price;
• restrictions on changing between different events or products.

The ability to purchase an amendable ticket must be selected at the time of the original booking. A standard ticket cannot retrospectively be upgraded to a Flexi Ticket after circumstances change unless Quex expressly chooses to permit this.

Any amendment made outside the stated ticket terms is entirely at Quex's discretion and does not establish an entitlement for that customer or any other customer to receive similar treatment in future.

Nothing in this section affects any statutory right to a refund or other remedy where the service purchased is cancelled or is not provided as required by law.

10. Cancellation or significant changes by Quex

We may need to cancel, postpone, relocate or significantly alter an event, activity or experience.

This may happen because of circumstances including:

• extreme or unsuitable weather;
• flooding, snow, ice or high winds;
• animal welfare concerns;
• illness or veterinary restrictions affecting animals;
• fire or other emergency;
• utility, equipment or infrastructure failure;
• government or local authority requirements;
• public health or biosecurity measures;
• circumstances which make operation unsafe;
• circumstances beyond our reasonable control.

Where possible, we will contact customers affected by a significant cancellation or change using the contact details supplied with the booking.

Depending on the circumstances, we may offer an alternative session, alternative experience, credit or refund.

Where we cancel a separately purchased event or experience and cannot provide the service which you purchased, any refund or other remedy to which you are legally entitled will be honoured.

We are not responsible for separate costs you incur in connection with your visit, such as travel, accommodation or other arrangements, except where the law requires otherwise.

11. Behaviour and right to refuse admission

We want Quex Adventure Farm Park to be a safe and enjoyable environment for visitors, staff and animals.

We may refuse admission, stop someone participating in an activity or require a visitor to leave the site where we reasonably consider this necessary.

This includes circumstances involving:

• threatening, abusive, discriminatory, violent or intimidating behaviour;
• harassment of staff or other visitors;
• deliberate damage;
• theft or suspected fraud;
• dangerous behaviour;
• failure to supervise children appropriately;
• entering prohibited areas;
• ignoring reasonable safety instructions;
• mistreating, chasing, frightening, feeding or interfering with animals;
• being intoxicated by alcohol or drugs;
• behaviour likely to endanger the visitor or another person;
• serious or repeated breaches of these Terms or site rules.

Where removal or refusal results from the visitor's behaviour, a refund will not normally be provided.

Serious incidents may be reported to the police or another appropriate authority.

12. Safety and the farm environment

Quex Adventure Farm Park includes outdoor, agricultural and animal environments.

Visitors should expect conditions associated with a farm and outdoor attraction, including uneven surfaces, mud, water, grass, gravel, changing weather, animal noises, smells, dust and naturally occurring allergens.

Visitors should wear appropriate footwear and clothing for the conditions.

You must comply with safety signs and reasonable instructions given by members of staff.

Barriers, fences and gates must not be climbed or crossed unless a member of staff specifically directs you to do so.

Visitors must not enter animal enclosures, service areas, plant areas or other restricted areas without permission.

If you become aware of a hazard, damaged equipment or an incident which could affect safety, please inform a member of staff.

13. Animal contact and hygiene

Contact with farm animals and their environment carries a small but unavoidable risk of infection.

Animals can carry bacteria, viruses and parasites even when they appear healthy and clean.

Visitors must follow all hygiene signage and instructions.

Hands must be washed thoroughly using soap and running water:

• after touching animals;
• after touching fencing, gates or surfaces in animal-contact areas;
• after leaving an animal-contact experience;
• before eating or drinking.

Hand sanitiser, alcohol gel and wipes are not a substitute for washing hands with soap and running water after animal contact.

Children must be supervised while washing their hands.

Visitors should not:

• eat or drink in designated animal-contact areas;
• put fingers in their mouth while interacting with animals;
• kiss animals or put their face close to an animal's face;
• eat animal feed;
• feed animals with food brought from home;
• pick food up from the floor and eat it.

Animals must only be fed with food supplied or specifically authorised by Quex.

People who are pregnant, very young, elderly or have a weakened immune system may be at greater risk from infections associated with animals. Visitors should consider relevant public-health advice before participating in close animal-contact activities.

Pregnant visitors must not enter birthing areas or handle newborn livestock, birthing materials or afterbirth unless the activity has specifically been assessed as safe and authorised by Quex.

14. Animal experiences – important information

This section applies to all animal encounters and animal-based experiences, including Highland Cow experiences, goat walks, feeding experiences, handling sessions and any similar activity.

14.1 Animals are unpredictable

Animals are living creatures and their behaviour cannot be guaranteed.

Purchasing an animal experience gives you the opportunity to participate in the experience described. It does not guarantee that any particular animal will perform a particular action or interact with you in a particular way.

In particular, we do not promise or guarantee that an animal will:

• walk;
• follow a particular route;
• approach you;
• eat or take food from you;
• allow itself to be stroked or touched;
• sit or stand in a particular place;
• pose for photographs;
• look towards a camera;
• allow itself to be held;
• remain close to you;
• perform a particular behaviour;
• interact for any particular amount of time.

An animal may decide to walk away, stop, rest, lie down, refuse food, become distracted or choose not to interact.

This is a normal and unavoidable part of an experience involving live animals.

Provided the experience has otherwise been substantially delivered as described, dissatisfaction because an animal has not performed a preferred behaviour, allowed a particular interaction or provided a desired photograph will not normally entitle the customer to a refund, credit, repeat visit or replacement experience.

14.2 Animal welfare comes first

Animal welfare will always take priority over entertainment or customer expectations.

Our staff may alter, pause or stop an interaction if they believe continuing would adversely affect an animal's welfare.

We will not force an animal to perform an activity or interaction against its welfare needs simply because the activity has been booked or paid for.

14.3 Handler decisions

The member of staff or animal handler supervising an experience is responsible for determining how the interaction is conducted.

Visitors must follow the handler's instructions immediately.

The handler may decide that a visitor cannot:

• enter an enclosure;
• lead or walk an animal;
• feed an animal;
• touch or handle an animal;
• stand in a particular position;
• undertake another part of the planned interaction,

where the handler reasonably believes this is necessary for safety or animal welfare.

14.4 Substitution and changes

We may use a different animal from the animal originally expected or pictured.

We may also change the route, order, duration or format of an animal interaction where reasonably necessary because of animal behaviour, welfare, weather, veterinary advice, biosecurity or safety.

Where the essential substance of the booked experience can still be provided, a change of individual animal or reasonable alteration to the format will not normally entitle the customer to a refund.

Where we are unable to provide the booked experience in substance, we will offer the remedy required by these Terms and applicable law.

14.5 Physical contact

Visitors must never chase, grab, restrain, climb on, frighten, strike or deliberately provoke an animal.

Animals must only be touched or fed in the manner explained by the supervising member of staff.

Visitors should be aware that animals can move suddenly and may kick, scratch, peck, bite, push, tread on feet, pull against a lead or otherwise behave unpredictably.

Participation therefore requires visitors to pay attention to their surroundings and follow instructions.

14.6 Suitability to participate

Some animal experiences require participants to be able to follow safety instructions, move around uneven ground or respond promptly to a handler.

We welcome disabled visitors and will make reasonable adjustments where required and reasonably practicable.

If you believe you or someone in your party may require an adjustment or may have difficulty taking part in an activity as ordinarily delivered, please contact us before booking where possible so that we can discuss the experience with you.

Participation will be considered individually rather than solely by reference to a person's disability or learning difficulty.

However, we may restrict a particular part of an experience where an individual safety assessment means that a reasonable adjustment cannot make that element safe for the participant, other visitors, staff or animals.

Certain medical conditions, pregnancy or reduced immunity may also make some forms of animal contact unsuitable. Restrictions identified in the relevant risk assessment or stated during booking must be followed.

15. Highland Cow Experience

Highland cattle are large, powerful animals and participation requires particular care.

Entry into a cattle enclosure is always subject to the supervising handler's assessment of the animals, participants and conditions at the time.

A booking does not guarantee that participants will be permitted to enter an enclosure.

Where entry is not considered safe, the handler may conduct the experience from outside the enclosure or adapt the interaction.

Young children will not be permitted inside the Highland Cow enclosure where the handler or applicable experience rules consider this unsafe.

Any minimum age, height, supervision requirement or other restriction stated when booking forms part of the conditions of participation.

Visitors must remain where instructed and must not approach the cattle independently.

We do not guarantee that a Highland Cow will approach, eat, accept food, accept touch, remain still, pose for a photograph or otherwise interact with a participant in any particular way.

The handler may end or alter the experience at any time where reasonably necessary for safety or animal welfare.

16. Goat Walking and other animal-led experiences

Goat walks and similar experiences depend particularly heavily on the willingness and behaviour of the animals involved.

A goat may walk quickly, slowly, stop frequently, pull towards vegetation, refuse to walk, change direction or need to be returned to its enclosure.

The advertised route and duration are therefore approximate and may be changed.

A goat refusing to complete a particular route does not by itself mean that the experience has not been provided.

In heavy rain, extreme heat or cold, high winds, thunderstorms, unsuitable ground conditions or other adverse circumstances, animal walks may be adapted, shortened, moved or cancelled for animal welfare or safety reasons.

17. Bouncing Pillows

Use of the Bouncing Pillows involves physical activity and carries an inherent risk of falls, collisions and other injuries.

Visitors must follow all displayed rules and staff instructions.

Socks must be worn.

Socks may be available for purchase on site, but availability cannot be guaranteed and visitors should arrive with suitable socks.

The Bouncing Pillows may be closed where they are wet, damp, icy or otherwise considered unsafe.

Closure may occur without notice because weather and surface conditions can change quickly.

Where the Bouncing Pillows are unavailable but the Farm Park remains open, this will not normally entitle visitors to an admission refund.

During busy periods, access may be controlled and queues should be expected.

Anyone behaving dangerously, deliberately colliding with others or refusing to follow instructions may be required to leave the Bouncing Pillows.

Adults may use the Bouncing Pillows where reasonably necessary to accompany or assist a child, subject to staff instructions.

Adults using the Bouncing Pillows without an accompanying child may be refused access.

Any displayed age, capacity, height or other safety restrictions must be followed.

18. Other activities and attractions

Individual activities may have their own instructions and restrictions.

These may relate to matters such as:

• age;
• height;
• weight;
• footwear or clothing;
• supervision;
• physical capability;
• capacity;
• weather;
• use of safety equipment.

These restrictions form part of the conditions of participation.

Quex may refuse participation where a visitor does not meet a stated safety requirement.

Safety equipment supplied for an activity must be used as instructed and must not be deliberately damaged or misused.

19. Accessibility and reasonable adjustments

We want as many people as reasonably possible to enjoy Quex Adventure Farm Park.

As an outdoor farm attraction, some areas include grass, gradients, uneven surfaces, gravel, mud and other terrain which may affect accessibility.

Visitors with accessibility requirements are encouraged to review the accessibility information available on our website or contact us before visiting where additional information would be helpful.

We will make reasonable adjustments for disabled visitors where required and reasonably practicable.

For safety-critical activities, an adjustment must still allow the activity to be undertaken safely for the participant, staff, animals and other visitors.

The fact that a person has a disability will not, by itself, be a reason to prevent participation.

20. Food allergies and dietary requirements

Visitors with food allergies or dietary requirements should make staff aware before ordering food.

Although reasonable precautions are taken, food may be prepared or served in environments where allergens are present.

Information should therefore be requested each time an order is made rather than relying on information provided during a previous visit.

Visitors must not feed picnic food, café food or other food intended for human consumption to our animals unless a member of staff specifically authorises it.

21. Personal belongings and lost property

Visitors are responsible for their own personal belongings.

Please do not leave valuables unattended.

Any property found on site should be handed to a member of staff.

We will take reasonable steps to store identifiable lost property for a reasonable period but cannot guarantee that lost items will be recovered.

Unclaimed items may eventually be disposed of or donated.

Nothing in this section excludes liability which cannot legally be excluded.

22. Car parking and vehicles

Where parking is provided, vehicles are parked at the owner's risk except to the extent that loss or damage is caused by our negligence or where liability cannot legally be excluded.

Drivers must comply with speed limits, directional signs and staff instructions.

Vehicles must not obstruct emergency routes, access points or other vehicles.

Quex may restrict access to parking areas because of weather, ground conditions, events or operational requirements.

23. Photography and filming

Visitors may take photographs and video for ordinary personal and family use unless signage or a member of staff indicates otherwise.

Photography or filming must not interfere with an activity, distress an animal, obstruct staff or unreasonably interfere with the privacy or enjoyment of other visitors.

Commercial photography, organised filming, professional shoots and the use of drones require prior permission from Quex.

We may occasionally undertake authorised photography or filming at the Farm Park.

Where appropriate, notices will be displayed and any permissions or consents required by law will be obtained.

CCTV may operate for safety, security and crime-prevention purposes. Further information about personal data is available in our Privacy Policy.

24. Pets and assistance dogs

Pets and dogs may only enter the Farm Park in accordance with the current policy published by Quex.

Restrictions may apply in particular areas because of livestock, biosecurity, food hygiene or animal welfare.

Assistance dogs will be accommodated in accordance with our legal obligations. In some animal areas an alternative arrangement may be required where close proximity between an assistance dog and livestock would create a genuine safety or welfare risk.

Visitors should contact us if they would like to discuss arrangements before visiting.

MEMBERSHIP TERMS

The following additional terms apply to Quex Adventure Farm Park memberships.

25. Purchasing a membership

Memberships are personal to the named member.

Membership products may be limited in number and we may temporarily close membership sales or operate a waiting list.

When purchasing a membership you must provide accurate information requested during registration.

This may include:

• the member's full name;
• date of birth;
• photograph;
• residential address;
• telephone number;
• email address;
• for a child member, details of the responsible lead adult.

Correspondence relating to child memberships will normally be sent to the lead adult.

Membership details must be kept up to date.

26. Membership term

Unless a different term is expressly advertised when purchased, membership has an initial minimum term of 12 months.

Where membership is paid by monthly Direct Debit or recurring payment, the member is committing to make the payments due throughout that minimum term.

After the initial minimum term, the membership will continue on a rolling basis unless cancelled in accordance with these Terms.

Any statutory cancellation rights applicable when the membership is first purchased remain unaffected.

27. Membership cancellation

A member may give 30 days' notice to cancel a rolling membership.

Notice may be given before the end of the initial minimum term provided that the requested cancellation does not take effect before the minimum term has been completed.

Cancellation instructions and the appropriate contact details will be available on our website or can be obtained from our team.

Cancelling a Direct Debit with your bank does not, by itself, cancel the membership contract or remove any outstanding payment obligation.

28. Membership payments

Monthly membership payments must be made on the dates agreed when the membership is established.

If a payment fails, we may contact the member and attempt to collect the outstanding amount again.

We may temporarily suspend membership benefits while payments remain overdue.

Where reasonably incurred, we may seek to recover reasonable administrative or recovery costs arising directly from an unpaid membership.

Membership access may resume when outstanding sums have been paid.

Persistent failure to pay may result in termination of membership.

29. Membership benefits

A valid membership provides admission to Quex Adventure Farm Park during standard Farm Park opening periods, subject to these Terms, capacity and any applicable booking arrangements.

Membership does not guarantee that every attraction or activity will be operating on every visit.

Membership does not automatically include separately ticketed, premium or special events.

Examples may include events such as The Elf Express, Trick or Treat Trail, or other separately ticketed seasonal experiences.

Some activities or experiences within the Farm Park may also require an additional payment even where general admission is included with membership.

The benefits applicable to a membership will be those advertised for that membership product.

We may introduce additional discretionary member offers from time to time. Such temporary offers do not become permanent contractual benefits unless expressly stated.

30. Family memberships and non-members

Only people named on a membership are entitled to the membership's admission benefits.

Where some members of a family or group do not hold a valid membership, those visitors must purchase the appropriate admission ticket.

Membership does not entitle a member to bring additional adults or children into the Farm Park free of charge unless the membership product expressly says otherwise.

Any applicable admission category and price will apply to non-members.

31. Membership identification and cards

Membership may be issued as a physical card, digital pass or another form of identification.

Membership must only be used by the person to whom it was issued.

We may ask a member to present their membership card/pass or other reasonable proof of membership when entering or claiming a benefit.

Membership cards or digital passes must not be copied, shared, lent, sold or transferred.

Where a photograph forms part of the membership record, it may be used by staff to confirm that the person using the membership is the registered member.

Replacement physical membership cards may be subject to a £4.99 administration charge.

32. Misuse of membership

We may suspend or cancel a membership if it is fraudulently used, deliberately shared with another person or otherwise seriously misused.

Membership may also be suspended or cancelled following serious or repeated breaches of Farm Park rules, including threatening, abusive, violent or dangerous behaviour.

Where a membership is terminated because of serious misconduct, fraud or deliberate misuse by the member, no refund will normally be due for payments already relating to periods in which membership benefits were available.

This does not affect any rights which cannot legally be excluded.

33. Membership prices

Membership prices may be reviewed from time to time.

The price agreed for the initial minimum term will not be increased during that term unless the membership terms expressly provide otherwise and the change is permitted by law.

After the initial minimum term, we may change the recurring membership price.

We will provide at least 30 days' notice before a price increase takes effect and will explain how the member can cancel if they do not wish to continue at the new price.

34. Membership and Farm Park closures

Membership provides access to the Farm Park during its applicable standard opening periods.

We may alter opening days and hours throughout the year.

Short-term closures, attraction closures, adverse weather or routine seasonal closure periods do not automatically extend the duration of a membership.

Where there is a substantial or prolonged closure which materially affects the membership service, we will consider any remedy required by law and any additional arrangements we reasonably decide to offer.

35. Changes to membership benefits or terms

We may make reasonable changes to membership administration, benefits or these Terms where there is a valid reason to do so.

This may include changes required because of:

• law or regulation;
• safety;
• security or fraud prevention;
• changes to Farm Park operation;
• changes to technology or payment systems;
• changes which benefit members or have no material adverse effect.

We will give reasonable advance notice of material changes where practicable.

Where a proposed change would materially disadvantage a member, we will provide any cancellation or other rights required by law.

GENERAL TERMS

36. Liability

Nothing in these Terms excludes or restricts liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any other liability which cannot legally be excluded or restricted.

Visitors are expected to take reasonable care for their own safety and the safety of people in their care and to follow reasonable safety instructions.

Some activities naturally involve a degree of physical risk which cannot be completely eliminated. The existence of such inherent risks does not remove our responsibility to take reasonable care.

We are not responsible for loss or damage caused by a visitor's own deliberate or negligent actions, failure to follow reasonable instructions, or circumstances for which we are not legally responsible.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

37. Events outside our reasonable control

We will not be responsible for a failure or delay in performing an obligation where that failure is caused by an event genuinely outside our reasonable control.

Examples can include extreme weather, fire, flooding, major utility failures, government restrictions, serious animal-health or biosecurity incidents and other emergencies.

Where such an event prevents us from providing a service that has already been paid for, we will deal with affected bookings fairly and in accordance with applicable consumer law.

38. Personal data

We process personal information in accordance with our Privacy Policy and applicable data-protection law.

Memberships may require us to retain identifying information, including photographs, in order to administer the membership and prevent misuse.

Booking contact details may be used to communicate important information concerning your booking, including cancellations, operational changes or safety information.

39. Complaints

If you are unhappy with any aspect of your visit, please tell a member of staff as soon as reasonably possible.

Giving us the opportunity to investigate and, where possible, resolve an issue during your visit will often allow us to address the problem immediately.

Complaints made after a visit should include the booking reference, date and approximate time of the visit and details of the issue.

Complaints may be submitted using the contact details published on our website.

40. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time.

The terms applying to a particular ticket or booking will generally be those in force when the contract was made, together with any later change which is required by law or which you expressly agree to.

The current version of these Terms will be published on our website.

41. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply.

42. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

43. Governing law

These Terms and Conditions are governed by the laws of England and Wales.

Consumers resident in the United Kingdom retain any rights regarding jurisdiction provided to them by applicable consumer law.

44. Contacting us

Questions concerning bookings, memberships, accessibility, animal experiences or these Terms and Conditions should be directed to Quex Adventure Farm Park using the current contact details published on our website.

Last updated: September 2026