Terms and conditions

General information

• Wildwood is an exciting environment where nature provides an enjoyable challenge for everyone. Consistent with this ‘natural’ approach, we do our best to provide access for all. Some of the wilderness paths are left in their original state and are only partially accessible for wheelchairs.
• Wildwood’s vision of bringing the joy of British wildlife to the public starts with the health and safety of the animals in our care, our visitors and staff. In order to provide a healthy and safe environment for all, smoking and vaping will not be permitted anywhere within the park. Please be aware that if you wish to leave the park to smoke outside of the grounds, you will be required to have your hand stamped at our shop for re-entry. We respectfully ask that you take note of this policy ahead of your visit to Wildwood. See smoking policy.
• Visitors are reminded that shirts are to be worn at all times by visitors to the park.
• All children (under 18 years) must be accompanied by an adult.
• Wildwood reserves the right to refuse entry to any person at any time without prior notice.
• Threatening behaviour or acts of violence towards our staff will not be tolerated and may result in prosecution by law.
• The payment of Wildwood entrance prices or membership fees entitles the customer and their party to enter the park. Once customers have entered the park we cannot issue refunds of entry prices or membership fees.
• Gift Aid claims can only be made in respect of UK taxpayers, where the amount of income tax and/or capital gains tax is at least equal to the tax that will be reclaimed on your donations in the tax year. It is the individual’s responsibility to pay any difference.
• Wildwood is a family friendly venue and we ask that visitors respect others whilst they are at the park. Any offensive behaviour may result in you being asked to leave the park.
• The following items are strictly prohibited from within our premises: weapons of any kind, illegal substances, alcohol not purchased on site, hazardous materials, and any items that can be used to inflict harm.
• No dogs are allowed in to the park. If you are visually impaired and use a guide-dog please contact the office on 01227 712111 (Kent) or 01404 822188 (Devon) so we can arrange assistance at no extra charge. See dog policy.
• Disabled toilets are located in the park.
• ​Parking is free of charge.
• We reserve the right to refuse entry to any parties where we believe the level of adult supervision for the number of children to be inadequate and safety or the enjoyment of the park will be compromised.
• We reserve the right to refuse admission or ask anyone to leave the park if we believe safety or the enjoyment of the park for other users to be compromised by their behaviour, actions or items/equipment that they wish to bring into the park. This includes but is not limited to bikes, scooters and skateboards.
• Play facilities throughout the park are provided for the enjoyment of children under responsible adult supervision. Wildwood Trust cannot be held responsible for injuries sustained by children in your care as a consequence of misbehaviour and/or improper use of the equipment. If you see someone misbehaving or someone in trouble, please talk to a member of staff.
• A 5% administration fee will be deducted from all ticket refunds to cover the bank fees we incur when initially taking payment.

 

Specific information, in addition to the General information:

Promotions and offers:

• Promotions or offers may not be used in conjunction with any other offer or promotion.
• Wildwood reserves the right to refuse, change or amend any offer or promotion at any time and without notice.
• Only one promotion or offer may be used by a group or family at any one time.
• Wildwood is not responsible for incorrect details of promotions or offers appearing on third party websites, print or any other media.
• All promotions or offers are discounted on full admission prices only and therefore excludes the family ticket.
• Any person using an offer or promotion who does not complete a gift aid form will be required to complete a “Discounted Entry” form for the discount or offer to be valid.

 

Admission tickets

• Admission tickets are valid at the selected park and selected date only.
• Pre-paid admission tickets are non-refundable.
• To make any changes to pre-paid admission tickets, please contact shoponline@wildwoodtrust.org.
• Changes to pre-paid admission tickets may incur a 5% admin fee.

 

Membership (individual, joint & family)

• Memberships are valid for our parks at:
• Wildwood Kent, Wealden Forest Park, Herne Common, Herne Bay, Kent, CT6 7LQ
  Wildwood Devon, Escot Park, Ottery St Mary, Devon, EX11 1LU
• Memberships are non-transferable and strictly for use by the named member(s) and any children (where applicable) as listed on the membership application form.
• Due to current tax regulations, family membership is restricted to two adults and up to six children aged under 18.
• Not valid for use with group visits or school trips to Wildwood.
• Memberships are for a minimum period of 12 months.
• Memberships that are paid by standing order or direct debit will automatically renew after a year and will continue until you advise us otherwise.
• Where a direct debit payment fails, Wildwood will attempt to re-take this payment on either of the next available collection dates (1st or 15th of the month) within 30 days.
• Please notify Wildwood of any changes to your personal details.
• Wildwood reserves the right to refuse or withdraw the offer of membership at any time.
• Wildwood reserves the right to cancel, change or amend memberships at any time and without notice.
• Membership is a charitable donation and is subject to all applicable restrictions under HMRC and Charity Commission rules.
• Should you wish to end your membership please contact the membership team.
• Wildwood Trust reserves the right to charge a £5 administration fee for replacing lost membership cards, or updating named persons that require a new card to be processed.

 

Gold membership and Nursery/Childminder membership

• Gold membership is given to specifically named groups, schools and school units that meet required social or special needs conditions. It is not transferable to other non-social or non-special needs groups or individuals within the same umbrella organisation or to other organisations (eg. a hearing-impaired unit within a school may have a gold membership but cannot lend it to another mainstream class within the school to use).
• Gold membership covers the named organisation’s site on the application form and does not cover multiple sites within an organisation, unless specifically agreed.
• The membership may not be used by staff members or clients for private visits with their families or friends.
• The membership only covers the organisation’s members and accompanying staff. With the exception of specific family-based organisations, the membership cannot be used to cover an organisation’s family outing. Parents, grandparents, siblings or friends accompanying them on the visit as a day out would need to pay admission fees.
• The membership may be used every day that we are open, with the exception of bank holiday weekends. Arrivals during these times will incur relevant admission fees unless agreed otherwise.
• Though we are usually able to accommodate minibuses and coaches in our car park outside of school holidays, during school holidays we are regrettably unable to accommodate parking of these types of vehicles. If visiting during busier periods with larger vehicles, drop-off and pick-up must be arranged. We are able to accommodate transit-sized vehicles (e.g. people carriers) during busier periods.
• You must inform us by email that you are coming at least 24 hours in advance of your visit to your local park; (Kent) membership@wildwoodtrust.org or (Devon) devon@wildwoodtrust.org – on health and safety grounds. It is important for us to know of any groups in the park in case of an emergency. To book your visits, please advise us of the following:
  – Organisation name
  – Membership number
  – Proposed day and date of visit
  – Expected arrival time
  – Number of clients or residents and staff attending
  – Name and contact details of lead staff member attending on the day
  – If you will be bringing minibus or coach
  – Any specific requirements on the day
• We reserve the right to ask you to postpone your visit if circumstances are unsuitable, e.g. a high number of existing bookings on a very busy school day, or certain restrictions on visitor numbers within the park.
• Wildwood’s decision on your eligibility for the group membership scheme will be final.
• Gold membership does not cover groups where the majority of students or members do not have social or special needs.
• You must let us know of any material changes to or within your organisation, including change of contact person.
• Groups who arrive without notifying us and/or are outside the restrictions on their membership may be turned away or asked to pay the relevant admission fees.
• The staff member in charge of the visit must bring the membership card and present it to our admissions team on arrival.
• Staff members visiting the park are responsible for their clients/residents. Wildwood staff will assist where possible, but overall duty of care lies with the persons leading the visit.
• Replacements for lost membership cards carry a £10 administration fee.
• Failure to adhere to the terms and conditions may result in your membership being cancelled.
• Wildwood Trust reserves the right to change these terms and conditions at any time.

 

GOLD: Group sizes are limited to a maximum of 30 clients/residents (plus accompanying staff) in any one day, unless otherwise advised. Any booking requests exceeding these numbers will require advance notification in order to be considered. We understand that social and special needs members may need a higher ratio of support staff accompanying them on external trips. However, if a large number of staff attend (more than 1:1), they may be charged the relevant admission fees, unless you have contacted us first to explain the need for extra staff.

NURSERY: Up to fifteen children per visit. We understand that some groups may need a higher ratio of support staff accompanying them on external trips. However, if a larger number of staff attend (more than 1:4), they may be charged appropriate admission fees, unless you have contacted us first to explain the need for extra staff.

CHILDMINDER: Up to six children (regardless of age) per registered paying childminder. An assistant can accompany where applicable (details will need to be provided at time of registration). If more children will be visiting with an accompanying Assistant, an additional membership will need to be purchased, or relevant additional day entry fees will be incurred.

An assistant (where applicable) cannot visit without the childminder present.

Nursery or Childminder membership does not cover socially deprived or special needs groups (see the Membership Team for more details on alternative schemes available).

 

Adoptions

• Adoption items are usually despatched within 5 working days, subject to availability. Please allow up to 14 days for items to arrive. If there will be a significant delay in your order, we will contact you to advise.
• So long as you let us know within 30 days of delivery, you may return the whole order or an individual product in its original packaging and condition for a full refund (less postage fees and 5% admin fees). Where a refund is claimed, we will process the refund as quickly as possible, but please allow up to 14 days for the credit to reach your account.

 

Animal experiences, events and tours

• The minimum age is 12 years unless stated otherwise on the booking page. Under 18s must be accompanied by a paying adult.
• Participants are required to sign the 'Animal Experiences at Wildwood Trust Liability' disclaimer.
• Participants must be supervised at all times.
• We will always attempt to allow you to feed the animals in the experience, however, we cannot guarantee that they will go along with our plans.
• Participants must face towards the animals at all times.
• Participants must not touch any of our animals.
• Our keepers will observe and monitor the animals’ behaviour at all times. If the keeper decides the animals are becoming stressed or aggressive, they can stop the experience for the safety of animals and participants.
• Participants will take advice from the keepers and should follow all instructions with no deviation. Failure to do so can lead to termination of the experience without refund.
• Our keepers retain the right to cancel the experience at any point if they feel that to carry on will be detrimental to safety or the well-being of the animals.
• Cancellations must be made at least 14 days before date of booking. Any cancellations made after this time will not be refunded unless exceptional circumstances are involved, such as illness, injury, or bereavement. Proof of exceptional circumstances may be required before refund is given. All refunds carry 5% admin fee.
• The park is not open to the public until 10am. When booking an experience or tour before this time, only visitors booked on the experience or tour will be allowed into the park before general admission opens.
• Please arrive 15 minutes prior to the start of your expererience or tour.
• Our experiences take place away from the public pathway. If you have mobility needs, please contact us beforehand.
• Participants are welcome to take pictures and videos with permission from keepers. To protect the privacy of our staff, the use of a body cam is not allowed.
• Wildwood Trust reserves the right to change or cancel any dates for reasons such as extreme weather conditions or animal welfare issues and we will endeavour to notify you as soon as possible.
• Some of the experiences and tours have extra specific terms and conditions, viz:

Bear

• • These experiences run between April and September.
  • Participants must stand 1/2 a metre away from the bear mesh at all times.
  • Participants must face towards the bear mesh at all times.
  • Due to health and safety restrictions, bear experiences are strictly limited to a maximum of 2 participants.

 

Wolf

• • We will always attempt to involve all of our wolves as part of the experience, however, we cannot guarantee that the wolves will go along with our plans. Please do not be offended if a wolf decides they do not want to come over for food.
  • Participants must stand 1/2 a metre away from the wolf fence at all times unless directed otherwise by a keeper.
  • Due to health and safety restrictions, wolf experiences are strictly limited to a maximum of two participants.
  • No direct contact (i.e. hand feeding) is permitted on this experience.

 

Arctic fox

• • Participants will be shown how to feed the arctic foxes, and must ensure that they keep their fingers out of reach of the arctic foxes at all times.
  • Participants must stand arms lengths away from the arctic foxes when feeding them at all times.

 

Junior zookeeper

• • The parent or guardian of the child will receive a form by email one week prior to your visit, which must be completed accurately and returned to us by email at education@wildwoodtrust.org before the experience.
  • Medical or behavioural conditions (such as food allergies, special needs, etc.) must be listed, so we can ensure your child’s experience is as enjoyable and inclusive as possible.
  • There is no guaranteed animal contact during the experience.
  • Junior zookeepers must be between 7 and 16 years old.
  • Limited number of participants per session, so that each participant has a hands-on experience.
  • Participants must have an up to date tetanus vaccination.
  • If participants have special needs, they may be accompanied by a carer free of charge, if required.
  • Family members and friends pay normal park admission (or membership fees) if they wish to visit Wildwood. They do not accompany participants behind the scenes or into enclosures. However, our supervisors will explain where and when to meet the participants, so they can meet their groups and have photographs taken from the paths.
  • Participants should wear appropriate old clothes for a day in the woods e.g. old jeans, jumper or sweatshirt, waterproof coat or jacket.
  • Participants should wear appropriate footwear e.g.old trainers or wellies.
  • Participants should come prepared for the weather: bring sun block and a hat if very hot or warm clothes if cold; we work outdoors through all weathers, including driving rain, sleet and hail.

 

Night tour

• • Minimum age 10 years.
  • Depending on time of year, our night tours occur either during twilight or full darkness. Please be aware that full-dark experiences are not suitable to visitors with impaired mobility e.g. wheelchairs, motor scooters or mobility aids.
  • The tour includes a meal. No reductions are given if a meal is not required.
  • We require a mobile number so that we can contact you on the night if necessary.

 

 

Camp wild (Devon only) holiday actitivy

• • Aimed at children 8-12 years old.
  • This event can book up very quickly, please be sure to secure your place(s) before arranging travel or accommodation.
  • Children to be dropped off between 9am and 10am at the park entrance.
  • This event is not suitable to visitors with impaired mobility e.g. wheelchairs, motor scooters or mobility aids.
  • Lunch is not provided
  • Suitable outdoor clothing and closed toe shoes are essential.

 

Bison safari (Kent only)

• • You are encouraged to dress comfortably and be prepared for inclement weather. Wellies are essential.
  • Bring cameras, binoculars, rain gear, sunscreen, hat and insect repellent.
  • The meeting place is at the main entrance gate to the park.
  • The tour starts with an engaging storytelling presentation, followed by a walk around the blean, and ending in the park with the resident bison.
  • We cannot enter the Blean bison enclosure, nor can we guarantee sightings of the bison.
  • The walking pace is gentle with frequent stops. You will need a reasonable level of fitness and be able to cope with walking on uneven ground. This tour is not suitable for mobility scooters or wheelchairs.
  • Due to health and safety restrictions, these tours are strictly limited to a maximum of ten participants.
  • No dogs are allowed on any part of the experience.
  • We have a no-smoking policy.
  • Minimum age 16 years.

 

Photographic tour

• • Only participants on this tour have access to certain areas of the park. Other visitors are allowed to follow the tour participants, but will not be part of the tour.
  • Due to health and safety restrictions, these tours are strictly limited to a maximum of ten participants.

 

Playwild toddler group (Devon only)

• • Bookings are per term. No reductions are made if you attend less than number of sessions in the term.
  • If you are unable to attend a session refunds and transfers do not apply.
  • Children must be accompanied by an adult.
  • Please note that after the term has begun, online booking will no longer be available. Instead, please contact us by email at escoteducation@wildwoodtrust.org. Payment can be made via our kiosk in the park by calling 01404 822188. Your place will be confirmed once we have received your booking details and payment.
  • Aimed at children between 1 and 5 years.

 

Forest Fridays (Devon only) holiday activity

• • Sessions run in half termly blocks, usually 6 weeks. To allow for some progression we only take bookings for full half terms and do not offer single sessions.
  • Refunds and transfers do not apply to this experience.
  • The group is aimed at children between 6 and 11 years old.
  • We advise a ratio of one accompanying adult to three children.
  • We would prefer if you left your mobile phones and cameras in your bags for the duration of the sessions for safeguarding reasons.
  • The maximum group size is 12 children.
  • We offer a 25% sibling discount. Childminder discounts of 10% off are also available.
  • To fully enjoy the range of activities on offer children and adults must be dressed appropriately for the changeable weather. This should include sun cream, hats, sensible footwear, long trousers and sleeves in summer and warm layers including waterproof coats and trousers, boots, and gloves, etc.
  • What to bring:
  • Hot drinks including teas, coffees, hot chocolate and squash are provided but we advise that you bring along any additional healthy lunches, snacks or drinks that you and your children may require for the session.

 

Kids parties

• • Dates will be offered on a first-come, first-served basis.
  • Dates will only be secured and confirmed once a deposit is received.
  • The full balance must be paid at least 7 days before the party date.
  • The number of children attending must be confirmed at least 7 days before the party date. Any upward alteration of numbers will be charged. There will be no refund for any decrease in numbers.
  • We require a minimum ratio of 1 adult to 5 children for supervisory purposes. There is free entry for these adults.
  • Additional adults pay admission or membership fees. If children attending are members, full payment is required.
  • The buffet food provided is for children attending the party. Other meals are available to purchase in the café. Food not purchased in the café is not permitted to be eaten in the café or external court yard (excluding a birthday cake).
  • An animal talk will take place in the open at the respective animal enclosure. Due to this, there is a possibility of the general public watching also. There will be no direct contact with the animals and no access to their enclosure.
  • After the activities, the party guests will have all-day entry to the park.
  • Please note, the party timetable is non-negotiable.

 

Seedlings toddler group (Kent only)

• • Sibling tickets are for children in the same family only.
  • The parent or guardian of the child will need to fill out the Seedlings Toddler Club Registration Form, which will be emailed after your order is processed. The form must be completed accurately and returned to us by email at education@wildwoodtrust.org before the club. Medical or behavioural conditions (such as food allergies, special needs, etc.) must be listed, so we can ensure your child’s experience is as enjoyable and inclusive as possible.
  • All Seedlings staff are DBS checked and first aid trained.
  • Seedlings must be between 1 and 4 years old.
  • Seedlings must have an up to date tetanus vaccination.
  • There is no guaranteed animal contact during the experience.
  • Seedlings is based outside of Wildwood Kent’s park boundary. Attending adults pay normal park admission (or membership fees) if they wish to enter the park after the club, unless the tutor chooses to bring the group into the park as part of the session.
  • There must be an accompanying adult present for the duration of the club as Seedlings is not a child care provision.
  • This club can only be run in the event that we have sufficient bookings. We reserve the right to cancel the club and in this case, we will inform you as soon as possible and a full refund will be made.
  • Seedlings is a block of 6 sessions over the course of 6 weeks. These are paid for in block before the start of the first session. No discounts or refunds will be given for any sessions you do not attend. Customers wishing to join after the start of the first week’s session should contact the Education team, and joining will be at their discretion.
    
    
    

Wildlings kids club (Kent only)

• • A maximum of three children can be booked on any order. Make sure to click the “add additional child options” if you are booking more than one child. The parent or guardian of the child will need to fill out the Wildlings Holiday Club Registration Form, which will be emailed after your order is processed. The form must be completed accurately and returned to us by email at education@wildwoodtrust.orgbefore the club. Medical or behavioural conditions (such as food allergies, special needs, etc) must be listed, so we can ensure your child’s experience is as enjoyable and inclusive as possible.
  • All Wildlings staff are DBS checked and First Aid trained.
  • Wildlings must be between 5 and 11 years old.
  • Wildlings must have an up to date tetanus vaccination.
  • There is no guaranteed animal contact during the experience.
  • Family members and friends pay normal park admission (or membership fees) if they wish to visit Wildwood. They do not accompany Wildlings to the club as this is a child care provision.
  • This club can only be run in the event that we have sufficient bookings. We reserve the right to cancel the club and in this case, we will inform you immediately and a full refund will be made.

 

Conservation courses

• • Minimum ages for all courses is 16 years unless specified.
  • All courses must be paid for at the time of booking and are non-refundable unless cancelled by Wildwood.
  • After booking is completed, you will be contacted via email to provide any extra information pertinent to your booking.
  • The course fees do not include entry to the park.
  • Wildwood does not provide transport.
  • Lunch is not provided on our courses. Participants are welcome to bring a packed lunch or purchase lunch in our cafe.

 

Sponsorship animal boxes - Devon

• Sponsorship lasts for one year from start date.
• The start date is selected by you when you place the order.
• The physical location of our survey site and therefore the location of your sponsored nest box, are confidential. You will not be able to visit the nest box you sponsor.
• The box you sponsor may not be occupied by a dormouse family. All data gathered is valuable, even when the nest box is vacant or occupied by an animal other than a dormouse.
• Your certificate, photograph and fact sheet will be sent to you by mail.
• The nest box you sponsor will be put in place at a time according to the demands of the survey.
• The plaque acknowledging your support will be displayed in the park.
  Your plaque and certificate will contain the text exactly as written. Be aware that due to the size of our plaques, there is a 30 character text limit.
• Plaques can take up to 14 days to produce and mount. Please phone us on 01404 822188 to ensure that your plaque is mounted before visiting.

 

Vouchers

• Admission gift vouchers can only be redeemed online at wildwoodtrust.org. They are valid for 6 months from the date of purchase.
• Gift vouchers should be treated like cash. They cannot be replaced if lost or stolen.
• Gift vouchers cannot be exchanged for cash and cannot be returned or transferred.
• We reserve the right to change the Terms and Conditions at any time.
• Admission gift vouchers are only valid for 6 months from validation date.

 

Experience vouchers

• Wildwood gift vouchers can only be redeemed online at wildwoodtrust.org.
• Gift vouchers should be treated like cash. They cannot be replaced if lost or stolen.
• Gift vouchers cannot be exchanged for cash and cannot be returned or transferred.
• Our vouchers are delivered by email (if you do not receive your voucher code, please check your spam folder).
• If you already know the date you wish to book, then please purchase an experience rather than a voucher.
• Participants on an individual experience must be 18 years of age or over. Participants on a couples experience can be either 2 adults (18 years or over) or 1 adult (18 years or over) and 1 child (12 years or over).
• This gift voucher is valid for use within 12 months from date of issue, with the exeption of bear experience vouchers, which are valid for 18 months from date of issue.

 

Money vouchers

• Wildwood monetary gift vouchers can only be redeemed online at wildwoodtrust.org. They are not able to be used at the till points in the park.
• Gift vouchers should be treated like cash. They cannot be replaced if lost or stolen.
• Gift vouchers cannot be exchanged for cash and cannot be returned or transferred.
• We reserve the right to change the Terms and Conditions at any time.
• Monetary gift vouchers are valid for use within 12 months from date of issue.

 

Refunds

• All refunds: A 5% administration fee will be deducted from all ticket refunds to cover the bank fees we incur when initially taking payment.
• Admission and event tickets: Pre-paid admission tickets are non-refundable.
• Admission tickets: Changes to prepaid admission tickets may incur a 5% admin fee.
• Adoptions: So long as you let us know within 30 days of delivery, you may return the whole order or an individual product in its original packaging and condition for a full refund (less postage fees and 5% admin fees). Where a refund is claimed, we will process the refund as quickly as possible, but please allow up to 14 days for the credit to reach your account.
• Animal and other experiences, including tours, kids clubs, kids parties courses and workshops: Cancellations must be made at least 14 days before date of booking. Any cancellations made after this time will not be refunded unless exceptional circumstances are involved, such as injury, or bereavement. Proof of exceptional circumstances may be required before refund is given. All refunds carry 5% admin fee.