We understand that sometimes things do not work out according to
plan. Here is our cancellation policy to help you if you need to
cancel:
- If you cancel over a week in advance from your initial booking date, you will receive a full refund.
- If you cancel more than 24 hours in advance, we will be happy to
reschedule you or issue you a voucher good for up to one year. - You may cancel or reschedule with no penalty if you do so within one hour of booking your ticket.
- We will reschedule your appointment only 2 times if you request it
more than 48 hours in advance each time. Once you request a reschedule
for the first time, you are not eligible for a refund of any sort but
will be allowed a 2nd reschedule if that request is more than 48 hours
in advance of the scheduled date. After the second reschedule you will
not be able to reschedule and no refund will be given. - Less than 24 hours, we will be unable to issue you a refund or
reschedule. Please understand that less than 24 hours notice, it is
sometimes difficult to get your time slot re-booked. - If you do not show for your tour or walk, no refund will be given.
- If you show up more than 30 minutes late, you will not be eligible to attend the event. No refund will be given.
- If you show for a alpaca walk, group trek or farm tour, but do not adhere to our policies, no refund will be given.
- If you are more than 10 minutes late to a group trek but less than
30 minutes late, you will not participate in the group trek but will be
allowed to pay the difference for a private farm tour and receive a
private farm tour. If you do not desire to do this no refund will be
given. - If you show to a group trek with a child under the age of 9, you
will be allowed to pay the difference in the price of a private farm
tour and receive a private farm tour. You will not be allowed to
participate in the group trek however. If you do not wish to upgrade to
the private farm tour, you will not be eligible for a refund. - If you show up to a private trek with a child under the age of 9,
you will be given a farm tour in its place. If certain parties would
like to do the trek while an adult participates in a private farm tour
with the child, you may pay the price difference to do so. - If you are late to a farm tour, you may join in the tour, however no extra time will be given.
- If you bring a pet, you are not allowed to leave it in the car. No
pets are allowed on the farm. Therefore you will be unable to attend
the Farm Tour or Private Trek and will not be eligible for a refund. - If you request a different date, you cannot show up on the original
date. The tickets for the original date and time will be resold to a
different customer. Once you reschedule your new date and time it is
final. All requests for reschedules must be in email form. We do not
accept reschedules over the phone.
Inclement weather policy: Lilymoore Farm cannot
guarantee weather conditions. Safety is a priority on the farm. We
reserve the right to cancel or reschedule your trek, farm tour, or other
event the morning of the event if severe weather conditions are
imminent, or if we have reason to believe that the participants and
alpacas may be in danger from weather. We will send you an email before
7AM the day of the event if we are cancelling that day. We will also
call the participant if we do not hear a response from your email. It is
at Lilymoore Farm’s discretion to decide if the event will be called
off and this decision can only be made on the day of the scheduled
event. We hold treks for light to medium rain.
Some examples of
severe weather include high winds (25 miles per hour), excessive rain,
severe cold weather or snow, and lightening.
Please note that if we have to cancel due to weather conditions, you
will be given the option to reschedule within 1 year or a full refund
will be given to you. Once you give us your decision, it is final.
Decisions cannot be reversed.
This weather policy is subject to change.
Refunds will be processed within 10 working days.