Refund and cancellations

Sessions are non-refundable.

In the event of the sessions being cancelled due to technical or other reasons, a voucher to book an alternative session will be offered or a refund.

Exchange Policy

Tickets purchased online may be exchanged for an alternative session. Exchanges are only authorised up to 48 hours before the start of the booked event, and tickets can only be exchanged once. We recommend you make an account which will enable you to change your booking yourself without the need to contact the store and wait for your request to be dealt with.

It is recommended that you make an account. This will allow you to change sessions yourself without the need to contact the store and wait for your request to be dealt with.

Sessions must be pre-booked, you cannot turn up and pay on the day.

If you register an account when booking your tickets then you will be able to change your booking. We are unable to make booking amendments in the store. 

We don't offer discount for Blue Light holders for tickets, but we do accept it in the restaurant.

Tickets are non-transferable and each ticket may only be used by a single person.

No. The only emails we send are reminders for your booking usually a week before, and sometimes to ask for feedback.

Your details are not shared with anyone else.

The Animal Experience are fully insured and all staff are DBS checked. They have studied Herpetology and Pet Store Management. They have City & Guilds qualifications in both Pet Store Management and teaching (PTTLS 7303). They are a licensed zoo so rest assured the animals are in peak condition as their welfare is checked and they meet the high standards of animal husbandry that this licence requires. They also have a Transportation licence from the Animal Health and Veterinary Laboratories agency. On top of this, Hazel is a paramedic and so health and safety is always put first and foremost!

The welfare of the animals is paramount, and they aim to ensure that they always benefit from the Five Freedoms of captive wild animal welfare:

• Food and Water by providing enough fresh water and the right type and amount of food to keep them fit. Providing food little and often, hiding food in crevices, altering feeding times etc maintains activity throughout the day and requires the animals to work for their food, offering a more stimulating experience.
• Suitable Living Environment by providing the right temperature, humidity and sunlight and including features that both mentally stimulate the animal and encourage natural behaviour.
• Health care by preventing them from getting ill or injured and by making sure animals are diagnosed and treated rapidly if they do. By providing a hygienic environment and taking preventative measures the risk of diseases being passed from animals to humans is reduced. All our animals are regularly checked by a specialist veterinarian.
• Opportunity to exhibit natural behaviour - by making sure animals have enough space, proper facilities and the company of other animals of their own kind. Captivity is an unnatural environment but through the use of physically and psychologically stimulating environments and the provision of a nutritious diet we strive to ensure that the animals are able to exhibit as full a range of evolved behaviours as possible.
• Protection from fear and distress - by making sure their conditions and treatment avoid mental suffering. We strive to provide areas for escape and privacy from other animals and the public. Please remember during your experience you have been invited into their home and feel assured although they will interact with you it is there choice and you are providing stimulation by being with them in this unique experience.