ReptiZoo Rescue & Encounters
Terms & Conditions of Booking
Last updated: 19 October 2026
Thank you for choosing ReptiZoo Rescue & Encounters. As a dedicated exotic animal rescue and educational experience provider, the welfare of our animals and the safety and enjoyment of our visitors are extremely important to us.
Please read the following terms carefully before booking an experience, private visit, birthday party, educational session or mobile event.
1. Bookings and Payments
All bookings are subject to availability and must be confirmed by ReptiZoo.
A deposit may be required to secure your chosen date and time. The amount will be confirmed at booking.
Unless otherwise agreed, outstanding balances are payable no later than 9 days before the experience.
Bookings made within 9 days of the experience may require full payment at the time of booking.
Payments must be made using our approved advance payment methods. We do not accept payments in person at our venue.
2. Strict Booking Times
All ReptiZoo experiences operate to strict start and finish times.
We kindly ask that customers respect the exact times stated in their booking confirmation.
Our team often has multiple experiences, educational sessions and animal-related commitments scheduled throughout the same day.
As an active animal rescue, our responsibilities extend far beyond visitor experiences. Our animals require regular feeding, cleaning, health checks, husbandry and essential daily care.
We must also allow appropriate time between sessions for preparing the animals, disinfecting equipment and allowing our animal ambassadors to rest.
For these reasons:
– Customers must arrive at their agreed appointment time.
– Late arrivals will not automatically receive additional time.
– Experiences will normally finish at their original scheduled time, regardless of late arrival.
– Additional time cannot be guaranteed, even if another booking does not immediately follow.
– Customers must be ready to leave the venue when their booked experience ends.
If a customer arrives late, the session may need to be shortened. Refunds or partial refunds will not ordinarily be available for time lost because of customer lateness.
For mobile visits, the organiser must ensure participants and the venue are ready for the agreed start time.
Our strict timings are not intended to rush your experience. They allow us to give every visitor our full attention while maintaining the high standards of animal welfare that our rescue requires.
3. Animal Selection and Availability
ReptiZoo is home to a large and diverse collection of exotic animals, including reptiles, amphibians, mammals and invertebrates.
We understand that visitors may have favourite animals or particular species they would love to meet.
Customers are very welcome to tell us their preferences when booking, and we will always do our best to accommodate these requests. However, we cannot guarantee the attendance, availability or handling of any particular animal or species.
Our experienced Animal Rangers normally select a varied mixture of suitable animals for each experience, considering:
– The ages and abilities of participants.
– Group size and the type of experience booked.
– The suitability and handling requirements of individual animals.
– Animal health, behaviour, temperament and welfare.
– Environmental conditions and the available facilities.
Younger children will generally meet a selection of animals appropriate to their age and understanding. Older children and adults may have opportunities to meet different species where suitable.
We aim to provide a good variety of animals so participants can enjoy meeting and learning about several different types of creatures.
Individual animals may be unavailable because of feeding, shedding, illness, breeding, stress, rest periods or other animal welfare considerations.
Our team reserves the right to substitute an animal or restrict handling at any time where necessary for safety or welfare.
Some species are suitable for observation only, and not every animal can be handled.
The number and general nature of animals included in a package will be honoured wherever reasonably possible. Should a substantial change to the agreed experience become necessary, we will discuss a suitable alternative or remedy.
Animal welfare will always take priority over individual handling requests.
4. Animal Handling and Safety
All handling must take place under the direction and supervision of our Animal Rangers.
Participants must follow safety instructions at all times.
Animals must never be grabbed, squeezed, dropped, restrained or handled without permission.
We will never force an animal to interact with a participant if doing so may cause distress or compromise its welfare.
Likewise, no participant will be forced to handle an animal.
Handwashing and appropriate hygiene procedures must be followed as instructed. Hand sanitiser alone is not a substitute for washing hands when required.
Parents and guardians remain responsible for supervising children throughout an experience.
Please notify us in advance of relevant allergies, accessibility requirements or other circumstances that may affect safe participation.
We reserve the right to stop an interaction where behaviour places an animal, participant or member of staff at risk.
5. Private Visits at Our Wishaw Venue
Our animal encounter venue operates strictly by advance appointment.
We are not open for general walk-in visits.
Our premises are also a working rescue, and animal care, educational sessions and pre-booked appointments take place throughout the week.
Visits must be arranged and confirmed in advance.
Please note that our visitor facilities are located up one flight of stairs. Customers with mobility or accessibility requirements should contact us before booking to discuss suitability.
Visitors must remain within the areas designated for their experience and follow staff instructions.
The maximum number of participants stated in your package must not be exceeded without prior agreement.
6. Mobile Visits and Venue Requirements
For experiences taking place at a customer’s home, school, nursery, care facility, community venue or public event, the organiser must provide a safe and suitable environment.
We require appropriate space for our animals, staff, equipment and participants.
Suitable access, unloading arrangements and nearby parking must be available.
Please inform us before booking of any stairs, restricted access, unusually long carrying distances or other obstacles that may affect the safe movement of animals and equipment.
Outdoor events are accepted where suitable, but are subject to weather conditions, temperature and appropriate shelter.
We may require an indoor alternative or suitable covered area to ensure animal welfare.
Where safe and suitable arrangements have not been provided, we may need to modify, shorten or decline to proceed with the experience.
Any cancellation charges in these circumstances will be assessed fairly in accordance with our cancellation policy.
7. Travel and Additional Charges
Travel charges, where applicable, will be advised during the booking process.
Any applicable parking, tolls or additional access costs will be communicated and agreed in advance wherever reasonably possible.
Additional services, extended sessions or requirements outside the original booking may incur extra charges, but these will be discussed before being applied.
8. Cancellations, Refunds and Date Changes
We understand that circumstances can change and ask customers to contact us as early as possible if they need to cancel or amend a booking.
Deposits reserve dates and may contribute towards administration, preparation and committed costs.
Where a customer cancels, we may retain or charge a reasonable amount reflecting losses directly caused by the cancellation, including costs already incurred and bookings we cannot reasonably replace.
We will take reasonable steps to reduce those losses. Any refund due will reflect the circumstances of the cancellation and amounts already paid.
The closer a cancellation is to the booked date, the greater the potential loss may be, particularly where staff, transport and animal preparation have already been arranged.
Requests to move a booking to another date will be considered where availability permits. Transfers are not automatically guaranteed, and any reasonable additional costs will be explained.
For leisure experiences booked for a specific date or period, the standard 14-day online cooling-off right will generally not apply.
Nothing in these terms affects statutory consumer rights.
9. Cancellation or Changes by ReptiZoo
In exceptional circumstances, we may need to change or cancel an experience due to animal illness, staffing emergencies, severe weather, safety concerns or events outside our reasonable control.
Where possible, we will contact customers promptly and offer a suitable alternative.
If we are unable to provide the agreed experience or an acceptable alternative, customers will be entitled to an appropriate refund in accordance with their legal rights.
10. Group Behaviour and Supervision
Organisers, parents, teachers and responsible adults must ensure that participants behave appropriately around our animals and staff.
Children must remain appropriately supervised throughout.
For younger children, we may require an adult to assist them during handling.
Disruptive, threatening or unsafe behaviour will not be tolerated.
Where there is a serious or continuing safety concern, we reserve the right to suspend or end an experience. Any entitlement to a refund will depend on the circumstances and applicable law.
11. Experience Content
Descriptions and photographs on our website illustrate the types of encounters we offer.
Actual animals, activities and handling opportunities may vary depending on animal welfare, participant suitability and the type of booking.
Experiences are educational and interactive, but the amount of individual handling may vary between groups.
Our Animal Rangers will structure sessions appropriately to ensure that animals are not overhandled and participants receive a varied and engaging experience.
12. Contacting ReptiZoo
For booking enquiries, changes, cancellations or special requirements, please contact us:
Email: bookings@reptizooencounters.
Website: www.reptizooencounters.co.uk
We encourage customers to raise any concerns with us promptly so we can review the circumstances and work towards a reasonable resolution.
By completing a booking, customers acknowledge the terms made available to them during the booking process. These terms apply to new bookings made after publication. Existing bookings remain subject to the terms agreed when they were made, unless otherwise agreed or required by law.
Fuel is an additional charge of 75p per mile from Motherwell ML1
and is charged to the event and back if over 10 miles (upto is free).
Any questions related to refunds and booking terms, should be directed to Bookings@reptizooencounters.co.uk or by completing our contact form.
