Cancellations
Following your purchase, and in line with the other main attractions in Pembrokeshire, bookings are non-refundable.
However we understand that unexpected circumstances can and do manifest and we are sympathetic to these scenarios. Therefore if you are unable to make your allocated booking date, we will always try to accommodate a new visit date subject to availability. In order to reschedule, you will need to contact us at least 2 hours prior to the booking time. We are unable to reschedule your booking if you notify us less than 2 hours before you are due to arrive, as we will have already started to prepare the llamas for your arrival. You can reschedule your trek once. There is a time limit of one year in which to reschedule your trek, and it is your responsibility to arrange with us a date that works for you.
If after one year you have not arranged a suitable date for your rescheduled trek, then regrettably you will need to make a new booking, and we will no longer be able to refund your original payment. This is to protect us from continual administrative time and costs associated with repeat and / or prolonged rescheduling work.
Alternatively, instead of rescheduling your trek, we can email you with a voucher for the same value as your trek. Each voucher is valid for 12 months. You can then give the voucher as a gift, or sell it online.
If you are late (or do not turn up) for your designated trekking slot, then you will miss the trek and will not be granted a refund. Please note however that we do not actually start walking with the llamas immediately – there is usually circa 15 minutes of talk prior to the trek where we explain how to walk with a llama, where we will be going, road sense etc. Some people will also need to change shoes / clothes and / or use the loo, so just because you are running slightly late does not mean that there is no hope. Although ideally it is best to arrive a few minutes before your chosen time, please do call or email us to advise if your have encountered any problems. We will be happy to accommodate reasonable requests where it does not significantly impact on other customers or on the llamas. Llamas are reasonable animals after all!
Prior to a llama trek, there are several hours worth of preparation activities that we must undertake to get everything ready ahead of your arrival. These activities include: getting the llamas physically moved into the right area and pens in order to be ready and available when you arrive, feeding them, haltering them, and making the llamas look respectable for photos – this involves a substantial time brushing each animal. We also ensure that we have all the required equipment and facilities available for use before, during and after treks. This all takes time and effort on our behalf, and therefore it is inevitably disappointing to have a short notice cancellation.
Why no refunds?
Llamas need to put food on the table! We have limited spaces on our treks, with a certain number of llamas allocated to our guests. When a customer cancels, in most instances we are unable to reallocate your booking in time. As an organisation this would be unsustainable in the long term as we would continually have empty trekking slots and have a steady loss in income. Since most of our profits are allocated to our llama rehoming charity, customer cancellations have a direct and substantial impact on the lives of llamas in the UK, and we must protect their interests, since few others will.
In all instances we will strive to be fair and reasonable. However, we do need to be able to make a sustainable living at the end of the day and support our llamas and charity work, and this is challenging enough without having to manage last minute changes in circumstances. We feel our policies are in line and consistent with most other industries (i.e. you would not expect to get a full refund if you cancelled your plane booking an hour before take off). Thank you for your support and understanding.
Weather
Treks take place in all weather conditions. Being in West Wales, it is known to rain occasionally. However, we are based in a valley and receive shelter from the Preseli Hills. We are fortunate therefore not to get as much bad weather as other parts of Pembrokeshire. We often get so little rain that we have renamed the area ‘The Valley of Eternal Sunshine’.
However, it IS still possible that there will be rain on your trek. The llamas are fine with this – it cools them down under their big thick coats. You should come dressed appropriately for the forecast.
If there are weather warnings, or if it is likely to be absolutely pouring all day, then we will contact you to reschedule the trek. Whilst we will venture out in light rain and medium showers, high winds are absolutely not acceptable in any circumstances since we walk through woods and under many trees on the trek, so we don’t want any branches or trees coming down on llamas or people!
In the summertime, we may occasionally have to reschedule treks due to it being TOO HOT. Whilst llamas are fine in rain, they cannot tolerate high temperatures with their thick heavy coats – even when sheared (which we do in May in readiness for hot Summers).
In summary, if we feel that the health and safety of either the llamas or our customers could be jeopardised, we will contact you to reschedule the trek. If you do not hear from us, then the trek will still be taking place. Please do not assume that the trek is not taking place if you have not heard from us. If in doubt, email us and we can advise on the current situation.
Trek Age Limits
Minimum age to lead a llama: 16 years old (younger children are welcome to come along on the walks, but will not be able to lead their own llama).
Dogs
Dogs (or any other animals) are not allowed on site (Glanrhydwilym) or on treks. Customers who attend with dogs or other animals will need to cancel their trek, or reschedule to a time when they can attend without their dog (or other animal).
We reserve the right to change the terms and conditions, policies, prices, or website without notice.