Santa’s Grotto at Isle of Wight Donkey Sanctuary – 20th and 21st December 2025
Terms & Conditions
1. About the Event
1.1. The Santa’s Grotto Experience (“the Event”) is organised and run by The Isle of Wight Donkey Sanctuary Limited, registered company no. 03020657.
1.2. All proceeds from the Event go directly towards the care and welfare of our donkeys and the running of the sanctuary.
1.3. By purchasing tickets or attending the Event, you agree to the following Terms & Conditions on behalf of yourself and any accompanying children.
2. Booking & Admission
2.1. A proportion of tickets for each half-hour entry time slot can be booked in advance via our website, phone line, or in person at the sanctuary. More tickets for each entry time slot will be available to purchase in person on the day, on a first come, first served basis and subject to availability.
2.2. We are using time slots to reduce total queuing times. The booked time slot is your entry time to join the queue to see Santa and does not guarantee you will see Santa within that time slot.
2.3. Your ticket is valid only for the date and time shown on your booking confirmation.
2.4. Each booking admits one child and up to two accompanying adults.
2.5. Children must be accompanied and supervised by a responsible adult (aged 18+) at all times.
2.5. Please arrive at least 10 minutes before your entry time slot and check in at our Santa’s Grotto Hub in the Courtyard before joining the queue for your entry time slot. Unfortunately, we cannot guarantee entry for late arrivals although we will do our best to accommodate you. If we are unable to, refunds will not be issued in such cases.
3. Cancellations, Refunds & Changes
3.1. Advance tickets may be modified or cancelled online up to 48 hours before the event.
3.2. Refunds will not be issued for cancellations made within 48 hours of the event.
3.3. If the Event must be cancelled due to weather, illness, or unforeseen circumstances, you will be given a full refund.
4. The Grotto Experience
4.1. Each booking includes a short private visit with Santa and a small gift for the child.
4.2. The experience may vary slightly depending on weather conditions, staffing, or animal welfare needs.
4.3. Photography is welcome, but please respect the privacy of other families and the welfare of our animals.
5. Conduct, Safety & Animal Welfare
5.1. The welfare of our donkeys and visitors is our top priority. Please follow all guidance from staff and volunteers.
5.2. Visitors must remain in designated areas and refrain from feeding the donkeys.
5.3. The Isle of Wight Donkey Sanctuary Limited reserves the right to refuse admission or remove anyone behaving in a disruptive, unsafe, or disrespectful manner.
5.4. Smoking and vaping are not permitted anywhere on site, including the car park.
5.5. Well behaved dogs are welcome. They should be kept on short leads at all times.
6. Liability
6.1. Visitors attend the sanctuary and grotto at their own risk.
6.2. The Isle of Wight Donkey Sanctuary Limited cannot accept responsibility for loss or damage to personal belongings.
6.3. The sanctuary will not be liable for any injury, loss, or damage unless directly caused by proven negligence on the part of the charity or its staff.
6.4. The sanctuary reserves the right to alter, postpone, or close any part of the Event in the interests of health, safety, or animal welfare.
7. Photography & Data Protection
7.1. The sanctuary may take photographs or video for promotional and fundraising purposes. By attending, you consent to reasonable use of such imagery unless you inform a member of staff otherwise.
7.2. Personal details provided during booking are processed securely and in accordance with our Privacy Policy and UK data protection laws.
8. Accessibility & Special Requirements
8.1. We aim to make our grotto and sanctuary accessible to all visitors. Please contact us in advance if anyone in your party has mobility, sensory, or additional needs.
8.2. We will do our best to make reasonable adjustments to ensure everyone can enjoy the experience.
9. Contact Us
For bookings, accessibility queries, or further information, please contact:
📞 01983 852693
📧 info@iowdonkeysanctuary.org
🌐 www.iowdonkeysanctuary.org
📍 Isle of Wight Donkey Sanctuary, Lower Winstone Farm, St Johns Road, Wroxall, PO38 3AA
