Version 2026.1 – September 2026. These terms replace our previous terms (September 2025). By confirming a booking, you agree to them. Please share the key points with anyone helping to organise your session. If anything doesn’t make sense, or your situation is unusual, just talk to us.

Deposits, payment and cancellations at a glance

• Deposit: a 25% non-refundable deposit at booking secures your date, unless agreed otherwise.
• Balance: parties, schools, care homes and private sessions – due on the day, or by invoice terms agreed in advance. Community groups and public events – due before or on the day of the event.
• If you cancel more than 7 days before (14 days for public events): we keep the deposit and there is nothing further to pay.
• If you cancel within 7 days (14 days for public events): the full fee is due.
• If we cancel (staff illness, animal welfare, unsafe weather or circumstances outside our control): we’ll offer a new date, or a full refund including your deposit.
• Payment: by bank transfer, cash or card. Please use the event date and group name, or your invoice number, as the reference.
• Late payment: £25 if not paid when due, and a further £25 after 30 days. Legal recovery costs may apply.
• No refund is given if conditions caused by participants or organisers make the session unsafe.

1. General terms (all bookings)

Handling and welfare

• All animal interactions are supervised by Animal Cwtch staff.
• Participants handle with care, respect and patience. Calm voices and gentle movements help the animals feel safe. Our sessions are fully inclusive – if participants may make sudden movements or loud sounds, please tell us in advance so we can plan.
• Hands must be washed or sanitised before and after handling.
• Some animals are for observation only.
• Anyone who refuses hygiene rules or ignores safety instructions will not be able to handle animals.
• You may request up to 3–4 animals, but we cannot guarantee specific animals. Animals have rest days, shedding days and off days – their welfare always comes first.

Group size

• Parties and private sessions: maximum 25 participants unless agreed at booking.
• Adults may sit behind to observe, encourage and take photos. Adults who want to handle count in the group numbers.
• Please confirm final numbers in advance. Extra charges apply for numbers beyond what was agreed. If numbers make the session unsafe, it may not go ahead and the full fee will still be due.

Food and drink

• No food, drink, sweets or chewing gum near the animals. Water bottles are fine if kept away from the animals.
• Party food is best served after the session, in a separate area.
• Please tell us about any allergies or medical conditions that may be affected by animal contact.

Space and set-up

• Parking close to the venue, and flat, step-free access if possible (please tell us about steps or access issues).
• An indoor space is needed unless agreed otherwise, big enough for participants to sit in a semi-circle with space behind the presenters for the animals.
• A calm environment please – inflatables, loud music or other distractions must be discussed in advance.

Arrival and timings

• We arrive around 10 minutes before the start to set up.
• The main contact must meet us on arrival to confirm set-up location, allergies or medical concerns, numbers and timings.
• Late starts shorten the session – we cannot run past the agreed finish time. We cannot repeatedly pause to re-explain safety rules for late arrivals, so latecomers may not be able to handle.

Behaviour and safety

• All instructions from Animal Cwtch staff must be followed.
• Anyone drunk or under the influence will not be allowed near the animals.
• Adults are asked to help keep the environment calm. If unsafe behaviour continues, the session may be stopped without refund.
• Abuse towards our staff will not be tolerated.

2. Weather

Many of our animals are very sensitive to heat and cold, so we follow our Extreme Weather & Temperature Policy. This means we may bring fewer or different animals, shorten the session or move it indoors, or postpone the session if the animals cannot be kept safe (for example above 32°C outdoors, below 5°C outdoors for reptiles, or during storms).

We will contact you as early as possible. If we postpone or change a session because of the weather, we will offer a new date. If a new date is not possible, we will refund any payment made, including the deposit. For outdoor events, please have an indoor or covered back-up space where possible.

3. Schools and educational groups

• Each session is for one class only. Classes cannot be combined or split within one session. A half day is usually 2–3 sessions, and a full day 4–5. Special schools and ALN settings with very small classes may combine by agreement.
• Teachers or staff must stay with pupils throughout and help keep the session calm.
• Invoices are sent in advance. Payment is due on the day unless 14-day terms are agreed. Payments after the agreed date incur late fees.

4. Parties

• Parents and carers must supervise children at all times.
• Unsafe or disruptive children (or adults) may be asked to step away from handling.

5. Care homes and wellbeing visits

• Staff or carers must support residents with hand hygiene, mobility and seating.
• A quiet, calm environment is needed. Sessions can pause for comfort breaks.

6. Community groups and public events

• The organiser is responsible for supervising attendees and managing the flow of people, including during set-up and pack-down.
• For open events, barriers or other crowd control must be in place. If they are not maintained, we may pause or stop the session.
• For outdoor events, the organiser provides a safe, secure gazebo or covered shelter (we can supply cover at extra cost if arranged in advance), and a safe space for loading and unloading animals.
• The organiser provides handwashing facilities with running water, soap and paper towels. We provide hand sanitiser, but it is not a substitute for proper handwashing.
• Animals will not be placed near loud music, bouncy castles, smoke machines or other animals unless agreed.
• Large events may need extra Animal Cwtch staff (extra cost).

7. Ticketed Animal Cwtch events

• Tickets are per person, not per child. Everyone attending needs a ticket, including adults and babies. This is about space, safety and animal welfare, not pricing.
• Adults who are not participating may be able to watch from outside the room where the venue allows.

8. Photos and privacy

• We never name children or participants in photos. We only show faces with permission – from the parent or carer, or from the school or setting (using its own consent, with permission for us to use images).
• Your booking information is handled in line with our Privacy Notice. We only keep what we need, for as long as we need it.

9. Our commitment

Animal Cwtch holds public liability and employer’s liability insurance (with Cliverton), is registered with Swansea Council under the Performing Animals (Regulation) Act 1925 (ref 090230), and holds APHA animal transporter authorisation. Our risk assessment, policies and certificates are available on request.

Before your session, please check

• Final numbers confirmed (maximum 25 unless agreed)
• Indoor, flat space big enough for a semi-circle, with parking nearby
• Main contact ready to meet us on arrival
• Allergies, medical and access needs shared with us
• No food, sweets or gum near the animals
• Handwashing available – everyone washes before and after
• Photo permissions sorted
• Schools: one class per session

Questions? Email info@animalcwtch.co.uk or text 07798 761592. We use written contact only, as Jo is hard of hearing.