Introduction

Thank you for supporting Monkey Haven. When you enter into any transaction using this website you do so on the basis of the following terms and conditions. The terms and conditions of each transaction type are made up of the specific terms relating to the transaction type (for example the “Animal Adoption” terms and conditions) and the Common Terms. Please note that more than one set of specific terms may apply to a single transaction and where this is the case you will be entering into a distinct contract for each transaction type.

YES to Gift Aid

If you check the Gift Aid box, when you make a purchase through the website, then our charity can apply to claim Gift Aid on your donation. This can boost your donation by 25p for every £1 you donate. Gift Aid can be reclaimed by us from the tax you pay for the current tax year (your address is needed to identify you as a current UK taxpayer). We can claim Gift Aid on annual passes, annual pass bundles and adoptions.
By checking the box, you are also agreeing to the following declaration: “I am a UK taxpayer and understand that if I pay less Income Tax and/or Capital Gains Tax in the current tax year than the amount of Gift Aid claimed on all my donations it is my responsibility to pay any difference.”
Please notify Monkey Haven if you:

• want to cancel this declaration
• change your name or home address
• no longer pay sufficient tax on your income and/or capital gains.

If you pay Income Tax at the higher or additional rate and want to receive the additional tax relief due to you, you must include all your Gift Aid donations on your Self-Assessment tax return or ask HM Revenue and Customs to adjust your tax code. THANK YOU!

Promotions and offers

Third-party promotions – Please read terms and conditions provided by the third party supplier for any promotions or discounts before purchasing tickets online.
Many promotions are only redeemable at the gate and cannot be used in conjunction with any other offer or discount.
Please check voucher terms and conditions for validity.
MONKEY HAVEN reserves the right to decline any promotional voucher.

Access to the Attraction

• A Child or Infant must be accompanied by an Adult.
• The last admission to an Attraction is one hour prior to the advertised closing time of the Attraction.
• Re-entry to an Attraction is not permitted.
• MONKEY HAVEN reserves the right, in its absolute discretion, to refuse entry into or remove from an Attraction, any person.

This includes but is not limited to a person who:

• has behaved in a manner which, in the opinion of MONKEY HAVEN has, or is likely to, adversely affect the animals at the Attraction or the safety or enjoyment of other visitors
• has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace or may disturb animals
• is or appears to be under the influence of drugs or alcohol.

To prevent offensive weapons or dangerous articles from being taken into an Attraction, visitors are admitted subject to a condition that, if requested to do so, they will allow themselves and/or their belongings to be searched by MONKEY HAVEN staff.

Attraction Rules

It is prohibited to take into the Attraction:

• any weapons, fireworks, smoke bombs, glass bottles, blades, flammable liquids or other articles that may cause injury
• skateboards, rollerblades, rollerskates, bikes and other forms of personal transport
• balls, frisbees, balloons or any other similar item
• pets or animals of any nature.

Visitors to the Attraction should:

• keep their voices and mobile telephone volumes low
• not attempt to feed the animals or enter animal enclosures
• not tap on glass or put any body part through railings or fencing
• not film or take photographs of the Attraction for public broadcast, commercial purpose or student projects unless authorisation has first been obtained from MONKEY HAVEN
• not throw any article which could cause injury or annoyance to visitors or animals
• not smoke

There are no facilities for the storage of luggage at the Attraction. Buggies and pushchairs are left unattended at their owner’s risk and any containers left unattended may be removed for security reasons. MONKEY HAVEN accepts no responsibility for damage to or loss of personal property brought into the Attraction.

Guide dogs are not permitted in the Attraction – please contact us to make alternative arrangements.

Animals on show

MONKEY HAVEN cannot guarantee that all animals will be on show throughout the day. For various reasons, including animal welfare, certain animals may be off show to the public without prior notice.

Complaint Policy

MONKEY HAVEN is committed to providing a high quality service to our visitors, supporters, members and customers. We invite feedback because it enables us to ensure the continuous improvement of the services and facilities we provide.

Our promise

We want to make sure that your engagement with MONKEY HAVEN is memorable and enjoyable for all the right reasons, however we understand that sometimes things can go wrong and you find yourself needing to contact us. In these situations we promise that we will:

• Treat any comments/feedback seriously
• Try to resolve any problems promptly, in no longer than 10 working days (should we require longer we will keep you informed at all times as to the progress of your complaint)
• Utilise any feedback/comments where appropriate to make recommendations for change in order to improve our visitor experience

 

What do to if you have a complaint

The sooner you can get in touch with us, the sooner we’ll be able to help you. Most complaints can be resolved quickly by speaking to one of our members of staff. If they are not the right person for you to speak with they will be able to contact the relevant person for you.

If you are unable to make a complaint at the time of the issue occurring, please contact us as soon as possible by telephone on 01983 530885. Our team will aim to help you there and then over the telephone, however there may be times when we need do more research into your complaint, or to find out some more information for you. In these circumstances you will be kept informed as to the progress of your complaint and we will aim to resolve it within 10 working days

We aim to respond to email within 3 working days when you contact hello@monkeyhaven.org – however if your complaint requires more time to research we will let you know. In these circumstances we will keep you informed as to the progress of your complaint and would aim to resolve it within 10 working days

Please write to us at MONKEY HAVEN, Staplers Road, Newport, Isle of Wight, PO30 2NB. We aim to respond within 10 working days from receipt of the letter. If we require longer we will contact you to let you know when you can expect a response.

What if the complaint is not resolved?
If you are unhappy with our response then please get back in touch with us within 14 days by writing to the Manager at the address above. Your complaint will be reviewed and a senior manager will respond to you in writing within 10 working days.

Donation terms

In making a donation (including purchasing an Animal Adoption) through this website you are donating, unless otherwise stated, to THE LEAF FOUNDATION, a registered charity run by Monkey Haven staff – registered charity number 1153254.

When making a donation you may elect to have Gift Aid apply to the donation. If you are a UK tax payer MONKEY HAVEN can reclaim tax paid on your donation under the Gift Aid scheme if you have paid UK income tax or capital gains tax in the tax year at least equivalent to the amount MONKEY HAVEN is able to claim. Tax relief may be available for Gift Aid donations.

For further details on all our terms and conditions please follow this link: https://www.monkeyhaven.org/tscs/