Terms and Conditions
This page (and our Privacy Policy) give you (our customer) information about Trentham Monkey Forest and the legal terms and conditions (Terms) on which we sell and you may purchase admission tickets and other services (Services) including but not limited to gift vouchers, memberships, experiences, products and special events listed on our website www.monkey-forest.com.
These Terms will apply to any contract between us for the sale of Services to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Services from our site.
By completing an order on our Site, you are accepting these Terms. If you refuse to accept these Terms, you will not be able to order any Services from our Site.
You should print a copy of these Terms or save them to your computer for future reference.
We amend these Terms from time to time. Every time you wish to order our Services, please check these Terms to ensure you understand the terms which will apply at that time.
These Terms and any Contract between us are only in the English language.
How the contract is formed between Monkey Forest and Customer
1.1 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. If you wish to make any changes to your order or information provided once you have already placed an order, please contact us on 01782 659845. However, we cannot guarantee that we will be able to act on any request changes at this point.
1.2 When you place an order through our Site, this will be an offer by you to purchase those items displayed in your basket.
1.3 After you place an order you will receive an e-mail from us that will confirm details of your order including the cost, date of order and other charges. This email will contain a barcoded e-ticket (where applicable). Please note that if you have purchased multiple tickets/vouchers they will all be included in this 1 email under one digital ticket (you will not receive multiple emails). Once your order is complete, payment will be taken from your card at which point the Contract between us will be formed.
1.4 Please keep hold of this email as this is your ticket and you will need this to gain entry/redeem a booking.
Non-Cancellation
- Please note that once you have placed an order on our Site, you are unable to cancel your order and all Services on our Site are non-refundable save for in exceptional circumstances.
Tickets
3.1 All admission tickets purchased on our Site entitle the holder to access Trentham Monkey Forest. Please note they are NOT a fast track ticket and you will need to queue as normal.
3.2 The prices of all tickets are as quoted on our Site and must be paid in advance at the time of booking. Please note that all ticket prices quoted on our Site apply when purchasing through our Site only. When paying on the day at the entry kiosk ticket prices vary.
3.3 For the purposes of ticket purchases, the following definitions which are used on our Site shall apply:
(a) Adult means a person aged from 15 years old inclusive;
(b) Carer means a person who accompanies a Disabled person for the purpose of providing them necessary support and assistance with accessibility.
(c) Child means a person aged from 3 years old to 14 years old inclusive;
(d) Concession means a Senior Citizen or Student; for an Adult who is in full-time education and holds a valid and current identity card which shows they are a student at the time of entry/a Membership for an Adult who is aged 65 years +.
(e) Disability means a physical or mental impairment that has a substantial and long-term negative effect on a person’s ability to do normal daily activities within the meaning of the Equality Act 2010 and Disabled shall be construed accordingly;
(f) Group means a group of 20 or more paying customers, including Adults, Children, Senior Citizens or Students;
(g) Senior Citizen means a person aged from 65 years old;
(h) Student means a person who is in full-time education and holds a valid and current identity card which shows they are a student.
(i) Educational Establishments rates apply (discounted rates and 1 teacher free with every 10 paying students) includes primary schools and secondary schools including the local authority, community, religious, free schools, academies, sixth form colleges and independently run schools. Other educational groups should contact Trentham Monkey Forest and discounts may be given at the company’s discretion.
3.4 Online tickets are valid for one entry to the Trentham Monkey Forest (unless a membership is purchased) until the end of the season – see website for seasonal dates (changeable every year).
3.5 Gift tickets/vouchers are valid for entry to Trentham Monkey Forest for one date during a 12 month period commencing on the date that the voucher was purchased within opening times (stated on the voucher).
3.6 Visitors with Disabilities will be entitled to the disabled rate upon providing proof of Disability, such as a “Blue Badge” car parking permit issued by their local Council or a letter from the Department for Work and Pensions with confirmation and photographic identification. Further information on accessibility for our Disabled visitors can be found.
3.7 Children age under the age of 3 years old is permitted entry to Trentham Monkey Forest free of charge.
3.8 When you have received booking Confirmation (Admission, Gift Vouchers, Experiences and products) your e-ticket will automatically be dispatched to the email address provided at the time of booking. Please ensure that you print the e-ticket and bring it with you when you visit Trentham Monkey Forest. Alternatively, you can scan your e-ticket on admission if saved on your smart mobile phone.
3.9 Except as otherwise set out in these Terms all tickets are non-exchangeable and non-refundable. No tickets are permitted for resale to any third party. Any tickets which have been altered in any way will be void. Except in the unlikely event of a total closure of the Trentham Monkey Forest, we are unable to refund any tickets in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control.
4. Refund Policy:
Except as otherwise set out in these Terms all tickets are non-exchangeable and non-refundable. No tickets are permitted for resale to any third party. Any tickets which have been altered in any way will be void. Except in the unlikely event of a total closure of Trentham Monkey Forest, we are unable to refund any tickets in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control.
Please note that once you have placed an order on our Site, you are unable to cancel your order and all Services on our Site are non-refundable save for in exceptional circumstances.
Promotions and Offers
4.1 Any third-party promotions are subject to the terms and conditions provided by the third-party supplier and you should read these carefully, including any expiration dates which are stipulated before purchasing any tickets or other Services from our Site to ensure that any voucher or discount code is valid.
4.2 Many promotions are only redeemable at Trentham Monkey Forest’s ticket kiosk and cannot be used in conjunction with any other offer or discount.
4.3 We are not a party to and will not in any circumstances become involved in or liable for any third party’s terms and conditions of promotion or any dispute arising out of or in connection with them.
4.4 We reserve the right to reject any promotional voucher or discount code for any reason whatsoever.
Opening times and Availability
5.1 Our opening dates and times are seasonal and change throughout the year. Please see our opening times and dates by visiting: www.monkey-forest.com/opening-times.
5.2 We shall not be responsible or liable for any events beyond our reasonable control, whereby the park may need to close. For example, to ensure the health and safety of our monkeys and visitors or due to adverse weather conditions.
Parking and Admission
6.1 We provide FREE parking for visitors to Trentham Monkey Forest. Users of the car park do so at their own risk. The FREE car parking is provided by Trentham Estate. Trentham Monkey Forest will not accept liability for any accidents, damage or loss incurred.
6.2 All visitors to Trentham Monkey Forest must pay for admission, hold a valid admission ticket, voucher or Membership card that must be retained at all times and submitted for inspection if required by our security staff. Any person attempting to gain admission to Trentham Monkey Forest or being found inside the attraction without a valid admission ticket, voucher or Membership card may be asked to leave the premises immediately.
6.3 Admission to Trentham Monkey Forest will only be permitted up to an hour before Trentham Monkey Forest’s closing time. Trentham Monkey Forest’s last entry is 1 hour before the stated closing time.
6.4 No child 14 years and under will be admitted to Trentham Monkey Forest unless they are accompanied by an adult who is 15 years or older. All such children must remain under the control or supervision of an adult at all times whilst on the premises.
6.5 Due to the nature of the park no dogs or other pets shall be permitted entry to Trentham Monkey Forest, this includes guide dogs. For further information on accessibility for our Disabled visitors, please see our Accessibility page.
6.6 We reserve the right in our absolute discretion to refuse entry to Trentham Monkey Forest, prohibit from any future entry to the attraction or escort from the premises.
6.7 Admission to Trentham Monkey Forest is subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched by our staff.
6.8 Same-day re-entry to Trentham Monkey Forest following admission is only allowed if you have a stamp from the ticket kiosk/Jungle Shop.
Gift Vouchers
7.1 Gift Vouchers are valid for up to 2 calendar years from the date of purchase. The expiry date will be clearly displayed on the front of the Gift Voucher in any event.
7.2 Gift Vouchers cannot be exchanged for cash value and are not for resale.
7.3 Once you have purchased a Gift Voucher you will have sent them via email. Your email will include a barcoded e-ticket, details about your purchase, date of purchase and cost. This email is your gift voucher. Customers without this voucher will not be excepted for entry to Trentham Monkey Forest.
7.4 You will receive one barcoded e-ticket/email per order. E.g. if you have ordered 2 adults and 2 child gift vouchers they will all gain entry using the 1 barcoded e-ticket. This ticket can only be used once. If you need to make multiple purchases for different families etc. please do multiple transactions.
Memberships
8.1 All Memberships purchased on our Site entitle the holder to unlimited free access to Trentham Monkey Forest during normal opening times (See Opening Times and Availability) for a period of 12 months commencing on the date of your first visit using the membership. Your first visit activates the membership.
8.2 The benefits and prices of Membership packages are as quoted on our Site. We reserve the right to reduce or alter such benefits attached to any Membership package at any time. Memberships package prices must be paid in advance at the time of purchasing online.
8.3 For the purposes of Membership purchases, the following definitions which are used on our Site shall apply:
(a) Adult Membership means an individual aged from 15 years old plus;
(b) Child Membership means Membership for a child aged from 3 years to 14 years inclusive;
(c) Disabled/carer Membership means a physical or mental impairment that has a substantial and long-term negative effect on a person’s ability to do normal daily activities within the meaning of the Equality Act 2010 and Disabled shall be construed accordingly. The carer membership is only valid when visiting with a disabled membership.
(d) Concessions Membership means Membership for an Adult who is in full-time education and holds a valid and current identity card which shows they are a student at the time of entry/a Membership for an Adult who is aged 65 years +.
8.4 All Members will be sent an email as confirmation of purchase. This email will include purchase information, costs and products. It will also include a reference number. This reference number is needed and will be used on your first visit and be exchanged for your membership card. Membership cards are for the named cardholder only and are not transferable.
8.5 Members shall only be permitted entry to Trentham Monkey Forest during normal opening hours without paying the full current ticket admission price on the production of a valid Membership card. Any Membership cards which have been altered in any way will be void. Membership cards remain our property at all times. An administration charge of £5.00 will be incurred for the replacement of any lost or stolen Membership cards.
8.6 Membership cards are not valid for entry to any special event that is not included in admission price (this DOES NOT include standard events such as Easter, Halloween).
8.7 We reserve the right to reject applications for Membership or Membership renewals at our own discretion.
8.8 Members with Disabilities are admitted upon producing proof of Disability, such as a “Blue Badge” car parking permit issued by the Council or a letter from the Department for Work and Pensions with confirmation and photographic identification. Further information on our Disability Policy can be found here. The carer membership is only valid when visiting with a disabled membership.
8.9 All Membership packages purchased are non-exchangeable, non-refundable and are not for resale. We are unable to make any refunds in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control.
Breakfast with Monkeys
9.1 By purchasing any one of Breakfast with Monkeys experiences advertised on our Site you agree to the terms set out in this clause.
9.2 The contents of the Breakfast with Monkeys experience and the prices are as quoted on our Site. We reserve the right to reduce or alter the contents or programme of the experience at any time. The experience price must be paid in advance at the time of booking.
9.3 When buying an OPEN Breakfast with Monkeys voucher online, from our Site this does not guarantee booking of a certain date. Once you have booked online you must call us to confirm your experience and your chosen date. You cannot change this date once booked. Call us on 01782 659845 to arrange and confirm your experience.
9.4 Under 16s must be accompanied by an adult (accompanying adult ticket price £70). Ages 8+ can only do the experience.
9.5 In the event that we have to reschedule your Breakfast with Monkeys to a different date and/or you are unable to attend the rescheduled date we reserve the right to cancel your booking and provide you with a refund of the price paid to us for the Encounter Day. The Breakfast with Monkeys experience is non-transferable and cannot be moved to a new date once confirmed and scheduled. In the instance, the experience will be cancelled and no refund will be due to the experience holder.
9.6 Breakfast with Monkeys experiences are limited to a maximum of 2 people per day, we cannot exceed this limit under any circumstances. Please be aware of this when booking.
9.7 We reserve the right to alter or reschedule any Breakfast with Monkeys purchased with or without notice for reasons beyond our control, including but not limited to animal welfare, health and safety, staff shortages, adverse weather. However, where altered, we will always endeavour to replace any purchased Encounter Day with a similar programme to that advertised and keep any changes to a minimum. Please be aware that rescheduling may occur on the same day of your Encounter Day. We cannot be held liable for any travel, accommodation or other related costs or expenses in the event that an Encounter Day is rescheduled.
9.8 The description of the Breakfast with Monkeys experience, including the duration is only an approximate guide as to what you should expect from the programme on the day and is subject to variation. This will be dependent on a number of factors including but not limited to availability of staff, weather conditions, the health and wellbeing of the animals or other attractions advertised and current availability of any complimentary items such as gifts and certificates.
9.9 You must arrive at 8.40am at the main entrance to Monkey Forest for your Breakfast with Monkeys experience. Should you arrive late, we reserve the right to cancel your experience without rescheduling or refund. We will not be able to make exceptions for latecomers. The experience runs from 8:45am-10am only.
10.0 All Breakfast with Monkeys tickets purchased are not for resale, and, save as otherwise expressly provided in these Terms, non-exchangeable and non-refundable.
10.1 Unfortunately, some visitors will be unable to participate in some of our Encounter Days (in whole or in part) due to health and safety issues, allergies, phobias, disabilities or pregnancy. Before making an order for one of our Encounter Days on our Site.
10.2 Whilst we will endeavour to accommodate any visitor with a Disability or learning difficulty who has purchased an experience day, this cannot always be achieved for practical and health and safety reasons. Please contact us for advice in this regard before making any purchase.
Photography
11.1 From time to time we and third parties to whom we have provided authority may take photographs and/or video recordings at Trentham Monkey Forest, including the car parks and surrounding areas which may feature visitors. By accepting these Terms, you agree that Trentham Monkey Forest or any authorised third party may use such images in perpetuity in any promotional or publicity material in any format whatsoever. You further agree that all copyright and any other intellectual property rights that subsist in or arise out of these materials shall be absolutely owned by us or such authorised third party (subject to our agreement) as the case may be.
11.2 Any photographs and/or video or other image recordings which you take whilst at the Trentham Monkey Forest premises (Images) are deemed to be for personal domestic use only. Filming and/or photography for Public Broadcast, commercial purposes, training or student projects are strictly prohibited without the express prior written agreement of Trentham Monkey Forest.
11.3 You may upload personal Images to social media websites to share for domestic purposes only.
Prices of services and goods
12.1 Prices for our Services may change from time to time, but, save in the event of an error, changes will not affect any order which we have confirmed with a Confirmation email.
12.2 The price of a Service includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.
12.3 It is always possible that, despite our reasonable efforts, some of the Services on our site may be incorrectly priced. In this event:
(a) where the Service’s correct price is less than the price stated on our Site, we will charge the lower amount; and
(b) if the Service’s correct price is higher than the price stated on our Site, we will contact you by email to the email address provided at the time of placing your order as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Service at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process within a reasonable period of time, we will treat the order as cancelled and notify you by email.
12.4 Payment for all of our Services online must be made at the time of the relevant transaction using a debit card or credit card. We accept the following cards: Visa, Visa Electron, Mastercard and Maestro.
Our Right to Vary These Terms
13.1 We amend these Terms from time to time. The date these Terms were last updated is stated at the beginning of these Terms.
13.2 Every time you order Services from us, the Terms in force at the time of your order will apply to the Contract between you and us.
13.3 We may revise these Terms as they apply to your order from time, to time to reflect the following circumstances:
(a) Changes in how we accept payment from you; and
(b) Changes in relevant laws and regulatory requirements
Data Protection and Privacy
14.1 When you browse our Site, register your details and order Services on our Site, we process information about you in accordance with our Privacy Policy. By using our Site, you consent to such processing and you warrant that all data provided by you is accurate to the best of your knowledge.
Our Liability
15.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract.
15.2 We only supply our Services for domestic and private use. You agree not to use our Services for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.3 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) breach of the terms implied by the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples);
(e) defective products under the Consumer Protection Act 1987;
(f) any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); and
(g) any breach of the terms implied by section 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples).
Events Outside Our Control
16.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control.
16.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation epidemics of infectious diseases (such as amongst animals at the Zoo), strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
16.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:
(a) we will contact you as soon as reasonably possible to notify you, and
(b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Items to you (see clause 22 (Delivery)), we will arrange a new delivery date with you after the Event Outside Our Control is over.
Communication between us and you
17.1 When we refer, in these Terms, to “in writing”, this will include e-mail.
17.2 If you wish to contact us in writing for any reason, you can send this to us by e-mail or by pre-paid post to Trentham Monkey Forest, Stone Road, Trentham ST48AY or info@monkey-forest.com. You can also contact us using our telephone line on 01782 659845.
17.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order
Trentham Monkey Forest Ltd
Stone Road, Trentham
Stoke-on-Trent
Staffordshire
ST4 8AY
Tel : 01782 659 845
Registered Company Name: Trentham Monkey Forest Ltd
Registered Company Number: 5153758
VAT Registered Number: GB 844 8714 96