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Community Bookings

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These terms apply to community and non-Alternative Provision bookings with The Ranch entity name, trading as The Ranch Xtreme, referred to throughout these terms as “The Ranch.”

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Community bookings include:

• public and private events;

• birthday parties;

• reptile experiences;

• animal encounters;

• workshops and clubs;

• outreach sessions;

• school and community visits;

• fairs and fundraising events;

• charity and corporate events; and

• other non-Alternative Provision activities.

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Commissioned Alternative Provision placements are governed by separate Commissioned Placement Provision Terms.

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The applicable terms are the version supplied or identified when the booking is confirmed. A later update to these terms will not retrospectively alter an existing confirmed booking unless expressly agreed or required by law.

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Booking Confirmation

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All bookings are subject to availability, suitability, staffing, animal welfare and any necessary health and safety arrangements.

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An enquiry, quotation or provisional date does not confirm a booking.

A booking is confirmed only when:

• The Ranch has issued written confirmation; and

• any required deposit or advance payment has been received.

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The Booking Confirmation will normally identify:

• the date and time;

• the venue;

• the activity;

• the anticipated number and age range of participants;

• the agreed price;

• any deposit required;

• the date by which the balance must be paid; and

• any specific supervision, venue or activity requirements.

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The person making the booking is responsible for checking that all details are correct and for notifying The Ranch promptly of any error or material change.

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Where a person makes a booking on behalf of a school, charity, business, club or other organisation, they confirm that they have authority to approve the booking and associated expenditure.

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Prices and Changes to Bookings

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The agreed price is based on the information supplied at the time of booking, including:

• the date and duration;

• the activity;

• the venue;

• travel requirements;

• participant numbers and ages;

• staffing;

• animals, equipment and resources; and

• preparation and cleaning requirements.

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A change to the date, venue, duration, participant numbers, activity or support requirements may result in a revised price.

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Any additional charge will be explained and agreed before the changed booking takes place wherever reasonably practicable.

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Deposits and Payment

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The Ranch may require a deposit to reserve the agreed date, time, staff, animals, vehicles, equipment or other resources.

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Where a deposit is required, the booking is not secured until the deposit has been received.

The deposit forms part of the total booking price and will be deducted from the final balance.

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If the customer cancels, The Ranch may retain some or all of the deposit to cover reasonable losses arising from the cancellation, including:

• work already undertaken;

• costs already incurred;

• non-recoverable commitments;

• reserved staffing and capacity; and

• loss arising from the date being unavailable to other customers.

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The Ranch will not retain more than its reasonable net loss and will take reasonable steps to reduce that loss, including attempting to rebook the date where practicable.

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The remaining balance must be paid by the date stated in the Booking Confirmation or invoice.

Unless otherwise agreed:

• private bookings must be paid in full before the activity begins;

• public sessions, clubs and ticketed events must be paid for at the time of booking; and

• approved schools, charities, businesses and other organisations must pay within 30 days of receipt of a correct invoice.

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The Ranch may decline to provide the booking where payment has not been made by the required date.

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Consumer Rights

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Nothing in these terms affects the statutory rights of a customer purchasing services wholly or mainly for personal purposes.

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A private customer who books online, by telephone or away from The Ranch’s premises may have a statutory right to cancel within 14 days of entering into the contract.

However, the statutory cooling-off right may not apply to leisure activities, events or experiences arranged for a specific date or period.

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Where a statutory cancellation right applies, the customer may cancel by making a clear written statement before the cancellation period expires.

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Where the customer asks The Ranch to begin providing a service during an applicable cancellation period, the customer may be required to pay a reasonable and proportionate amount for work already completed.

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Cancellation by the Customer

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The customer must notify The Ranch in writing as soon as possible if they wish to cancel.

Subject to any applicable statutory rights, the following cancellation arrangements may apply:

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More than 28 clear days before the booking

Payments will be refunded, less any reasonable direct costs, work already completed and non-recoverable commitments.

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Between 15 and 28 clear days before the booking

The Ranch may retain or charge up to 50% of the total booking price.

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Between 8 and 14 clear days before the booking

The Ranch may retain or charge up to 75% of the total booking price.

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Seven clear days or fewer before the booking

The Ranch may retain or charge up to 100% of the total booking price.

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These percentages are maximum amounts and are not intended as automatic penalties.

The amount retained or charged will reflect, so far as reasonably possible:

• costs already incurred;

• preparation already completed;

• staff, animals, vehicles, equipment and venue capacity reserved;

• non-refundable third-party costs;

• the likelihood of rebooking the date; and

• the actual net loss resulting from the cancellation.

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Where the cancelled date is rebooked, replacement income will be taken into account so that the same loss is not recovered twice.

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Failure to attend without notice will normally be treated as a cancellation on the date of the booking.

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Tickets and Public Events

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Tickets for a public event, workshop, club or activity taking place on a specific date are normally non-refundable where no statutory cancellation right applies.

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A ticket may be transferred to another suitable participant where:

• The Ranch is notified in advance;

• any age, health, safety or participation requirements are met; and

• the Booking Confirmation does not prohibit transfers.

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No refund will normally be due where a participant:

• fails to attend;

• arrives too late to participate safely;

• is unable to participate because relevant information was not disclosed;

• refuses to follow reasonable safety instructions; or

• is removed because of unsafe or seriously inappropriate conduct.

 

This does not affect any right arising where The Ranch has materially failed to provide the agreed service.

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Rescheduling Requested by the Customer

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A customer may request a change to the date, time, venue or activity.

Rescheduling is at the discretion of a Ranch director and is subject to:

• availability;

• staffing;

• animal health and welfare;

• venue capacity;

• travel arrangements;

• the nature of the activity; and

• any costs already incurred.

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Rescheduling is not guaranteed.

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Where a reschedule is agreed:

• payments may be transferred to the new date;

• additional costs may be payable;

• a revised Booking Confirmation may be issued; and

• the new date will be subject to the terms identified in the revised confirmation.

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Repeated requests to reschedule may be treated as a cancellation.

Where no suitable alternative date can be agreed, the customer cancellation provisions will apply.

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Cancellation or Change by The Ranch

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The Ranch may cancel, postpone, relocate, shorten or materially adapt a booking where reasonably necessary because of:

• staff illness or unavailability;

• animal illness, stress or welfare needs;

• severe or unsuitable weather;

• safeguarding concerns;

• health and safety concerns;

• an unsafe or unsuitable venue;

• vehicle breakdown or significant transport disruption;

• biosecurity or disease-control requirements;

• government, veterinary or Local Authority restrictions;

• site closure; or

• another circumstance outside The Ranch’s reasonable control.

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The Ranch will notify the customer as soon as reasonably practicable.

Where possible, The Ranch will offer:

• an alternative activity;

• a different suitable animal or group of animals;

• an alternative venue;

• a revised timetable;

• an alternative date; or

• an appropriate refund or credit.

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Where The Ranch cancels the entire booking and no suitable alternative is accepted, payments received for the cancelled service will be refunded.

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The Ranch will not normally be responsible for indirect costs independently arranged by the customer, including travel, accommodation, catering, venue hire or loss of earnings, unless The Ranch has expressly agreed responsibility for those costs in writing or liability cannot legally be excluded.

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Weather and Outdoor Activities

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Some Ranch activities take place outdoors or in animal, woodland, agricultural, coastal or other natural environments.

Participants should dress appropriately for the conditions and planned activity. This may include:

• suitable closed footwear;

• waterproof clothing;

• warm layers;

• sun protection;

• drinking water; and

• clothing that may become muddy or dirty.

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The Ranch may adapt, shorten, pause, relocate or stop an activity where weather or ground conditions create a safety or animal-welfare concern.

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Poor weather alone does not automatically mean that a booking will be cancelled or refunded.

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Where The Ranch remains able and willing to provide a safe and suitable activity but the customer chooses not to attend, the customer cancellation provisions will apply.

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Where The Ranch determines that the booking cannot safely or humanely proceed, the cancellation or change provisions above will apply.

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Extreme Heat and Animal Welfare

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Animal welfare is central to everything The Ranch does.

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Although some animals naturally use heat for basking or temperature regulation, they must be able to move between warmer and cooler areas and must not be exposed to prolonged heat without appropriate choice, shade, ventilation and hydration.

The Ranch may:

• reduce or stop animal handling;

• use fewer animals;

• substitute a demonstration or educational activity;

• shorten the activity;

• relocate the booking;

• postpone the booking; or

• cancel the booking

where staff consider this reasonably necessary to protect animal health or welfare.

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The professional animal-welfare decision of Ranch staff will be final during the activity.

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Animal Availability and Handling

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The availability of a particular animal, species or individual activity cannot be guaranteed.

Availability may be affected by:

• animal health and welfare;

• temperament;

• weather and temperature;

• staffing;

• safety;

• biosecurity; and

• suitability for the participants or venue.

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The Ranch may substitute another suitable animal, activity or demonstration where reasonably necessary.

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Participants must:

• listen to the safety briefing;

• follow all staff instructions;

• remain calm around animals;

• handle animals only when invited;

• use the handling method demonstrated;

• wash or sanitise their hands when directed; and

• report any scratch, bite, sting, allergic response or other concern immediately.

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Participants must not:

• chase, grab, squeeze or deliberately frighten an animal;

• tap or interfere with enclosures;

• feed an animal without permission;

• lift or restrain an animal without instruction;

• use flash photography where prohibited;

• shout or make sudden movements near animals; or

• interfere with animal-handling equipment.

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The Ranch may immediately stop an individual’s participation where instructions are not followed or where continued involvement may affect safety or animal welfare.

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Direct contact with every animal is not guaranteed.

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Health, Safety and Behaviour

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The Ranch will take reasonable steps to provide safe, appropriately planned and risk-assessed activities.

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All participants and accompanying adults must follow reasonable staff instructions.

The Ranch may refuse, restrict or stop participation where behaviour presents a risk to:

• the participant;

• another person;

• Ranch staff;

• animals;

• property;

• the venue; or

• members of the public.

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The following conduct will not be accepted:

• violence or threats;

• abusive, discriminatory or intimidating behaviour;

• deliberate harm or distress to an animal;

• dangerous or reckless conduct;

• deliberate damage;

• serious or repeated refusal to follow safety instructions;

• intoxication;

• smoking or vaping in prohibited areas; or

• possession of an unlawful or dangerous item.

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The Ranch will act proportionately and will consider the participant’s age, disability, additional needs and information supplied before the booking.

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A refund will not normally be due where participation is ended because of serious or repeated misconduct by the customer or participant.

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Children and Supervision

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Unless the Booking Confirmation specifically states that The Ranch is providing a supervised child-only service, children remain under the supervision and responsibility of their:

• parent or carer;

• teacher;

• group leader; or

• other responsible adult.

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The customer must provide enough responsible adults to supervise:

• behaviour;

• movement around the venue;

• arrival and departure;

• toileting;

• children who are not actively participating; and

• needs that The Ranch has not specifically agreed to support.

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Ranch staff are responsible for leading the agreed activity and managing safety around the activity and animals. They do not automatically replace the customer’s general supervision responsibilities.

For supervised child-only sessions, responsibility transfers only:

• at the agreed start time;

• once the child has been signed in or handed to the appropriate member of staff; and

• for the duration recorded in the Booking Confirmation.

A child will not be released to an unauthorised person.

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Participant Numbers and Age Requirements

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The booking price, activity structure and staffing are based on the participant numbers and age range stated in the Booking Confirmation.

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The customer must not exceed the agreed numbers without prior approval.

Where numbers exceed those booked, The Ranch may:

• refuse participation to additional people;

• divide participants into smaller groups;

• reduce or adapt the activities offered; or

• charge an agreed additional amount.

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Age, mobility, developmental or other participation requirements may apply to particular activities.

 

The customer must provide accurate information and must not knowingly place a participant into an unsuitable activity.

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Allergies, Medical Needs and Additional Needs

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The person making the booking must notify The Ranch in advance of any matter that may affect safe participation, including:

• animal, insect, food, hay, straw, feather or latex allergies;

• asthma;

• epilepsy;

• diabetes;

• pregnancy;

• immune-system conditions;

• mobility needs;

• sensory needs;

• anxiety or phobias;

• communication needs;

• behavioural or safeguarding needs;

• skin conditions;

• previous injuries; or

• any other relevant medical or support requirement.

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The Ranch will consider reasonable adjustments where sufficient information and planning time have been provided.

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The Ranch cannot guarantee that every activity or venue will be suitable for every need, but reasonable alternatives will be considered.

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Participants must bring any medication they may require, including inhalers or adrenaline auto-injectors.

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Medication should remain with the participant or responsible adult unless a specific arrangement has been agreed with The Ranch.

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Ranch staff will not administer medication unless this has been agreed in advance and suitable arrangements are in place.

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Failure to disclose relevant information may result in participation being adapted, restricted or stopped.

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Illness and Infection Control

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Participants must not attend where they have symptoms of an infectious illness that could place others at risk.

This includes:

• vomiting or diarrhoea;

• fever;

• a contagious rash;

• a significant infectious respiratory illness; or

• another known transmissible condition.

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The Ranch may refuse participation where a person appears unwell or presents an infection-control risk.

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Participants must follow all handwashing, hand-sanitising and hygiene instructions.

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Food and drink must not be consumed during animal handling unless staff have expressly permitted it.

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The Ranch may introduce additional infection-control measures where reasonably required.

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Biosecurity

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Customers and participants must follow any biosecurity instructions given by Ranch staff.

The customer must notify The Ranch before the booking if participants have recently had contact with:

• a confirmed notifiable animal disease;

• a farm or animal collection under disease restrictions;

• an animal known to be infectious; or

• another situation that may create a material biosecurity risk.

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Footwear, clothing or equipment may need to be cleaned or disinfected.

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The Ranch may restrict access, animal contact or activities where reasonably necessary to protect animals and participants.

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Venue and Off-Site Bookings

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For an off-site booking, the customer or host organisation is responsible for ensuring that the venue is safe, suitable, accessible and lawfully available.

Unless otherwise agreed, the customer must provide:

• safe access and exit routes;

• suitable parking and unloading space;

• sufficient activity space;

• appropriate shelter;

• suitable ventilation and temperature;

• safe ground or flooring;

• toilet and handwashing facilities where required;

• safe separation from vehicles and unrelated activities;

• any required venue or landowner permission; and

• an appropriate emergency and evacuation arrangement.

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The customer must notify The Ranch in advance of:

• stairs or narrow access;

• parking or unloading restrictions;

• low bridges or height restrictions;

• security procedures;

• noise restrictions;

• other animals at the venue;

• unusually large crowds;

• pyrotechnics, sirens or loud music; and

• any other material venue condition.

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The Ranch may decline to begin or continue where the venue is materially different from the information provided or is unsafe or unsuitable.

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Where the issue is within the customer’s control, the full or a proportionate booking fee may remain payable to reflect work completed, costs incurred and capacity reserved.

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The Ranch remains responsible for the safe management and risk assessment of the activity it provides. The customer remains responsible for the venue and matters under its control.

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School, Charity and Organisational Bookings

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A school, charity, community group, company or other organisation remains responsible for:

• its own safeguarding procedures;

• appropriate supervision;

• consent and permission arrangements;

• participant information;

• internal risk assessments;

• venue arrangements;

• insurance required for its own activities; and

• compliance with its own legal duties and policies.

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The Ranch will provide reasonable information about its activity to support the organisation’s planning.

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Relevant staff and volunteers must be briefed before the activity begins.

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Timings and Late Arrival

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Participants should arrive at the time stated in the Booking Confirmation.

Late arrival may result in:

• a shortened activity;

• removal of part of the programme;

• refusal to participate where a necessary safety briefing has been missed; or

• the booking ending at the original agreed time.

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The Ranch is not required to extend a booking where the delay is caused by the customer, participants or host venue.

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For off-site bookings, the customer must ensure that:

• access is available;

• the agreed area is ready;

• responsible staff are present;

• participants are ready; and

• unloading can begin at the agreed time.

Delays caused by lack of access, unsuitable parking, incorrect directions, inaccurate venue information or the group not being ready may reduce the activity time.

A reasonable additional charge may apply where customer-caused delays result in additional staffing, travel, parking or other direct costs.

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Photography and Media

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Photography may be permitted where it is safe and appropriate.

Participants must follow Ranch staff guidance, particularly where photography could:

• affect animal welfare;

• create a safeguarding concern;

• include another person without permission;

• disrupt the activity; or

• disclose confidential information or locations.

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Images of another person’s child must not be shared publicly without appropriate permission.

The Ranch may take photographs or recordings for educational, record-keeping or promotional purposes only where it has an appropriate lawful basis and has provided relevant privacy information.

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Promotional photography permissions will be managed separately and will not be assumed merely because a person accepts these booking terms.

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Further information is available in The Ranch’s Privacy Notice.

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Safeguarding

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The Ranch is committed to safeguarding children, young people and adults at risk.

Any safeguarding concern, disclosure or incident may be:

• recorded;

• referred to The Ranch’s safeguarding lead; and

• shared with an appropriate professional or safeguarding agency where lawful and necessary.

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The Ranch does not require consent to share information where this is reasonably necessary to protect a child or another person.

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Adults attending community bookings must behave respectfully and maintain appropriate boundaries.

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The Ranch may refuse or end participation where an adult’s conduct creates a safeguarding concern.

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The customer must notify The Ranch in advance of any relevant arrangements, including:

• photography restrictions;

• collection restrictions;

• prohibited contact;

• supervision requirements; or

• confidential safety arrangements.

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Personal Information

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Personal information will be processed in accordance with applicable data-protection law and The Ranch’s Privacy Notice.

Information may be used to:

• administer the booking;

• take and allocate payment;

• communicate with the customer;

• meet safeguarding, health and safety responsibilities;

• make reasonable adjustments;

• maintain appropriate records; and

• manage incidents, complaints or legal claims.

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Relevant information may be shared with emergency services, health professionals, safeguarding agencies, insurers or legal advisers where necessary and lawful.

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The customer must ensure that they have authority to provide information about participants and that appropriate privacy information has been given where required.

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Damage and Personal Belongings

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The customer may be responsible for reasonable repair or replacement costs where damage is caused deliberately, recklessly or negligently by:

• the customer;

• a participant for whom the customer is responsible; or

• another person attending as part of the customer’s group.

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The Ranch will provide reasonable details of any amount claimed.

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Participants remain responsible for their personal belongings.

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The Ranch is not responsible for loss, theft or damage unless caused by a failure to exercise reasonable care.

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Valuable or unsuitable items should not be brought to the booking.

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Emergencies and First Aid

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The Ranch will maintain proportionate emergency arrangements for the activity being provided.

In an emergency, The Ranch may:

• provide first aid within staff competence;

• contact the responsible adult;

• contact emergency services;

• follow professional emergency advice; and

• share necessary medical or safeguarding information.

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The customer must provide accurate and current emergency-contact details.

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A responsible adult must remain available where required by the Booking Confirmation.

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Late Payments by Organisations

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This section applies to schools, charities, businesses, public bodies and other organisational customers.

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Where a qualifying commercial payment is late, The Ranch may claim:

• statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998;

• the applicable fixed compensation amount; and

• any further reasonable debt-recovery costs recoverable by law.

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Statutory interest will run from the relevant contractual or statutory due date until payment is received in full.

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This provision does not apply to a private customer purchasing services wholly or mainly for personal purposes.

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Liability

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The Ranch will provide its services with reasonable skill and care.

Animal, outdoor, educational and practical activities may involve risks that cannot be removed entirely, including:

• uneven ground;

• mud and weather;

• animal movement;

• scratches, bites or stings;

• allergic reactions;

• slips, trips and falls; and

• ordinary risks associated with active participation.

Participants must follow safety instructions and take reasonable care for themselves and others.

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Nothing in these terms excludes or limits liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of statutory consumer rights; or

• any other liability that cannot legally be excluded.

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The Ranch will not normally be responsible for loss caused by:

• inaccurate or withheld information;

• failure to follow instructions;

• unsuitable clothing or footwear;

• the customer’s venue;

• inadequate customer supervision;

• another person outside The Ranch’s control; or

• circumstances The Ranch could not reasonably avoid.

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The Ranch remains responsible for loss that is a reasonably foreseeable result of its breach of contract or failure to exercise reasonable care.

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For organisational customers only, and subject to liabilities that cannot lawfully be limited:

• neither party will be liable for indirect or consequential loss, loss of profit, loss of business or loss of anticipated savings; and

• The Ranch’s total liability arising from the booking will not exceed 125% of the total booking price.

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These limitations do not reduce the statutory rights of private consumers.

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Complaints

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Concerns should be raised as soon as reasonably possible so that The Ranch has an opportunity to respond and, where appropriate, resolve the matter.

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Formal complaints may be submitted using the contact details in the Booking Confirmation or on The Ranch’s website.

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A complaint should include:

• the booking reference;

• the booking date;

• the nature of the concern;

• relevant supporting information; and

• the outcome sought.

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The Ranch will consider complaints fairly and respond within a reasonable period.

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Further information is available in The Ranch’s Complaints Policy.

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Agreement to Terms

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The relevant terms will be supplied or clearly identified before, or when, the booking is confirmed.

A customer may accept these terms by:

• signing a Booking Confirmation;

• confirming acceptance in writing;

• completing an online booking process that clearly refers to these terms;

• paying a required deposit after receiving the terms; or

• purchasing a ticket after the applicable terms have been clearly presented.

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An invoice confirms payment due under an existing booking. It does not, by itself, introduce new contractual terms.

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Changes to These Terms

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The Ranch may update these terms for future bookings.

The version applying to an existing booking will not be changed retrospectively unless:

• the change is required by law;

• the change is minor and does not materially disadvantage the customer; or

• the customer and The Ranch expressly agree the change.

The applicable version will be identified in the Booking Confirmation.

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Governing Law

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These terms are governed by the law of England and Wales.

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Organisational customers agree that the courts of England and Wales will have jurisdiction.

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Private customers retain any mandatory legal right to bring proceedings in another appropriate court.

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Our Commitment

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The Ranch is committed to providing welcoming, safe, educational and enjoyable community experiences.

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Animal welfare, safeguarding and the wellbeing of participants remain central to every booking.