Terms & conditions
1. These terms:
1.1 What these terms cover. We want to give you the best experience, so please take a moment to read about how it all works. It will take you through everything from using the website, details about us, and the terms and conditions when booking garden visits, garden tours and courses at Careys Secret Garden.
1.2 Why you should read them. Please read these terms carefully before you purchase your tickets for garden visits, garden tours and before you book a course. These terms tell you who we are, how the garden visits and garden tours operate and how we will provide courses to you. They also include how you and we may change or end the contract, what to do if there is a problem and other important information.
2. Information about us and how to contact us:
2.1 Who we are. Careys Secret Garden is a trading name of Keystone Species Ltd, registered in England with the company number 123166535. Our registered office is at Cambridge House, 32 Padwell Road, Southampton, Hampshire, England, SO14
2.2 How to contact us. You can contact us by writing to us at hello@careyssecretgarden.co.uk
2.3 How we may contact you. If we have to contact you we will do so by writing to you at the email address or postal address you provided to us in your order. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2.4 Data Protection & Privacy Policy – Any personal information you provide to Carey Secret Garden directly or via hello@careyssecretgarden.co.uk will be processed in accordance with our privacy notice.
3. Booking your Garden Visit or Garden Tour:
3.1. How to purchase a ticket: To purchase a ticket for a Garden Visit please visit our website at careyssecretgarden.co.uk where you will be directed to the booking page.
3.2 Where to find the price. The price of the Garden Visits will be the price set out on our website.
3.3 When you must pay and how you must pay. You must pay for your Garden Visit at the time of booking via the online payment options (including the use of gift vouchers) on the website.
3.4 How we will accept your booking. Our acceptance of your booking will take place when we issue you, by email, an order confirmation (which will be after we have received cleared payment from you) at which point a contract will come into existence between you and us. The acceptance of your booking will also include further information about the exact location of Careys Secret Garden, information regarding facilities (parking, café and toilets) and details regarding appropriate footwear and clothing for the visit. The space to be enjoyed at Careys Secret Garden is primarily outdoors, and therefore suitable clothing and footwear should be worn by visitors.
3.5 Tickets. We will have details of attendees who have booked a Garden Visit. In the event that we ask you to present your ticket, your email confirmation will act as your ticket. On arrival at Careys Secret Garden – please check-in with a member of the hospitality team. Tickets are valid for the day they have been purchased for and that day only.
In the event of poor weather: If the weather is particularly poor and we decide to close the garden, we will contact you to rebook for an alternative date. We do not offer refunds, and rescheduling is at the manager’s discretion.
3.6 Area restrictions for tickets. Tickets give access to certain areas within the site and visitors must adhere to the designated paths / areas at all times during their visit.
The Garden Visit Ticket gives access to the car parking area, the designated path to the Walled Garden and the areas within the Walled Garden. Some areas may be out of bounds within the Walled Garden and these areas will be clearly marked. Access is restricted to these areas for the duration of your visit. By purchasing tickets, you agree to abide by these conditions, failure to do so will result in you being asked to leave the premises immediately.
The Garden Tours will be guided and access may be given to areas outside of the Walled Garden – people must always stay with the tour guide due to the conservation and restoration projects also on site.
3.7 Children. We welcome families and children to come and explore nature within the Walled Garden but it is the parents / other accompanying adult’s responsibility to ensure children are always supervised due to the associated risks of being in an outside environment. Please read our risk assessment to minimise these risks. When you book to visit Careys Secret Garden you agree to ensure adequate supervision of children at all times. We require appropriate behaviour by all visitors & consideration to other visitors / staff.
3.8 Dogs. We have a no dogs policy (except for Service/Assistance Dogs which are allowed on site).
3.9 Access. We believe everybody should have access to nature. Careys Secret Garden is still in the process of being restored with the aim of being accessible to everyone. While we have done everything to ensure the site is accessible (including allocated disabled parking spaces) there is still a distance from the allocated parking area to the entrance along a path with a slight gradient which is uneven in places. We do ask that, if you have mobility issues, to please contact us in advance and we can tailor your visit to your needs accordingly.
Please note that if your vehicle is a very large motorhome our driveway will not be suitable due to height restrictions.
3.10 COVID-19 Guidance By purchasing tickets, you agree to abide by all Covid-19 regulations at the time of your visit, failure to do so will result in you being asked to leave the premises immediately.
4. Courses/Workshops/Events Bookings:
Booking your ticket and payment:
4.1 How to purchase a ticket. To purchase a ticket for a course please visit our website at www.careyssecretgarden.co.uk where you will be directed to the booking page.
4.2 Where to find the price. The price of our courses will be the price set out on our website.
4.3 When you must pay and how you must pay. You must pay for your ticket at the time of booking via the online payment options on the website (including using gift vouchers).
4.4 How we will accept your order. Our acceptance of your booking will take place when we issue you by email with an order confirmation (which will be after we have received cleared payment from you) at which point a contract will come into existence between you and us.
4.5 Tickets. We will have details of attendees who are booked onto our courses. If we ask you to present your ticket, your email confirmation will act as your ticket.
Providing the course:
4.6 Dates of course. We will supply the course on the date that you have booked, and which is specified in your order confirmation.
4.7 We are not responsible for delays outside our control. If our delivery of the course is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay (more than a 6-month period) you may contact us to end the contract and receive a refund for any services you have paid for but not received.
4.8 Bad Weather. In the event bad weather prevents the course from going ahead you will be offered a refund or an alternative date.
4.9 Access. We believe everybody should have access to nature. Careys Secret Garden is still in the process of being restored with the aim of being accessible to everyone. While we have done everything to ensure the site is accessible (including allocated disabled parking spaces) there is still a distance from the allocated parking area to the entrance along a path with a slight gradient which is uneven in places. We do ask that, if you have mobility issues, to please contact us in advance and we can tailor your visit to your needs accordingly.
4.10 Dogs. We have a no dogs policy (except for Service/Assistance Dogs which are allowed on site).
Your rights to make changes or cancel to course bookings:
4.11 Changes. If you wish to make any changes to your booking this will be at our discretion, please contact us at hello@careyssecretgarden.co.uk with your requests.
4.12 Your right to change your mind. You have a legal right to change your mind and receive a refund within 14 days of the date we sent you your order confirmation (this is for bookings over £42.00. There is no cooling-off period for orders below this amount). Please call or email us to arrange this using the contact details at clause 2.2 of these terms.
4.13 Your right to cancel your ticket. All Tickets are non-refundable unless clauses 4.7, 4.12 or 5.12 apply. All cancellations/refunds are at the discretion of Careys Secret Garden, please contact us at hello@careyssecretgarden.co.uk with your requests.
Any complaints/issues with the event must be raised at the time of the course/workshop/event for a refund to be considered, this will be at the discretion of the manager and/or course leader.
5. Annual Membership Terms & Conditions:
Please familiarise yourself with the following terms and conditions BEFORE purchasing your Annual Membership. Purchasing a membership constitutes acceptance of all our terms and conditions.
5.1 Please note that whilst memberships are annual, Carey's Secret Garden is closed each year for the Christmas & New Year period, and sometimes January and no access will be given during this time. Carey’s Secret Garden reserve the right to withdraw any areas or to close part of/the entire garden at any time, without prior notice or compensation.
5.2 As an annual membership holder, you must still pre-book your visit to Carey's Secret Garden this is to ensure we can limit the number of people visiting each day, to create a positive, peaceful environment for all to enjoy whilst also monitoring the impact on the wildlife sharing the walled garden and surrounding estate.
5.3 To book your free garden visits or 10% discount on courses, log in to your account and it will automatically give you the annual members pricing or free for one adult for a garden visit. If you wish to book additional garden visits for friends and family these must be paid for and you can book these separately.
5.4 If you have booked a visit and can not attend you must cancel your booking by emailing us. Please send an email to: hello@careyssecretgarden.co.uk
5.5 If you do not cancel and simply fail to show up for your garden visits, and this occurs on two separate occasions throughout the year, we will cancel your annual membership and no refund will be given.
5.6 The names on Annual Memberships cannot be changed or transferred.
5.7 Pass Holders are not automatically entitled to a reservation; visits must be reserved using the online system and are subject to availability. All reservations are on a first come first serve basis. There are daily admission limits in place.
5.8 Should we be forced to close due to circumstances beyond our control, we regret Annual Memberships cannot be extended or refunded.
5.9 The management reserves the right to alter or withdraw any promotion offered to Annual Members at any time, without prior notice.
5.10 By purchasing this pass, you agree to Careys Secret Garden processing of your data in line with the General Data Protection Regulations (GDPR).
5.11 Renewals are not an automatic right. Careys Secret Garden reserves the right to refuse annual membership renewals and/or set limits to the number of memberships in circulation.
5.12 Refunds/changes will only be given in extenuating circumstances and at the manager's discretion.
5.13 Annual Memberships cannot be used in conjunction with any other offers or promotions.
5.14 If you are purchasing an Annual Membership as a gift, you will need to ensure we have the correct contact information, including valid email address, for the giftee so we can update the system once they have received their membership. Please email hello@careyssecretgarden.co.uk if you need assistance with this.
Last updated 13th March 2024.
6. Gift Vouchers
In addition to Careys Secret Garden General Terms and Conditions, the following apply for Gift Vouchers;
6.1 Vouchers are valid for one year from the date of purchase.
6.2 Vouchers are non-refundable and are not sold as specific to one particular garden visit or event.
6.3 Once vouchers have been redeemed, they cannot be exchanged for an alternative visit/event unless Careys Secret Garden have had to cancel. In which case we will contact you.
6.4 You have a legal right to change your mind and receive a refund within 14 days of the date we sent you your order confirmation (this is for bookings over £42.00. There is no cooling off period for orders below this amount). Please call or email us to arrange this using the contact details at clause 2.2 of these terms.
6.5 Gift vouchers cannot be exchanged for products or merchandise on site at Careys Secret Garden or at the Secret Salt Pig Cafe, nor exchanged for cash or credited to a bank card.
6.6 Gift vouchers are digital and will be delivered via email. You will be provided with a code to redeem against online purchases from the Careys Secret Garden website.
6.7 Gift Vouchers are redeemable against all online garden visits, garden tours, memberships, and course bookings.
6. If there is a problem with the Garden Visit, Garden Tour or Course:
6.1 How to tell us about problems. If you have any questions, feedback or a complaint about a Garden Visit, Garden Tour or Course, please contact us via email to hello@careyssecretgarden.co.uk.
6.2 Your legal rights. Nothing in these terms will affect your legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
7. Other important terms:
7.1 Events beyond our control. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
Strikes or other industrial action.
Civil commotion, terrorism or threat of, war or threat or preparation for.
Fire, explosion, adverse weather conditions, subsidence, epidemic, pandemic, or other natural disaster.
Disruption to supplies or delivery methods.
Acts of government or regulatory bodies.
Disruption to public or private telecommunications networks.
7.2 Cookies. For more details about how we use cookies, please see our Privacy Policy.
7.3 VAT. Careys Secret Garden Limited is VAT Registered.
7.4.Your Statutory Rights. Nothing in these terms affects your statutory rights.
7.5 Variation. We may vary these terms from time to time. If we do, we will replace these terms on our website with our new terms.
7.6 Governing Law. These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction.
www.careyssecretgarden.co.uk is a site operated by Careys Secret Garden (which is a trading name of Keystone Species Ltd, registered in England with the company number 123166535. Our registered office is at Cambridge House, 32 Padwell Road, Southampton, Hampshire, England, SO14 6QZ).
7.7 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
7.8 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
7.9 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract that will not mean that you do not have to do those things or prevent us taking steps against you later. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
7.10 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
7.11 Alternative dispute resolution. Please note that should you have any dispute in relation to these terms we will endeavour to resolve it with you as efficiently as possible. However, you can also submit the dispute for online resolution to the European Commission Online Dispute Resolution platform.
8. Our responsibility for loss or damage suffered by you:
8.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
8.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the course.
8.3 We are not liable for business losses. The Garden Visits, Garden Tours and courses are for pleasure only. If you have booked the course for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
9. How we may use your personal information:
9.1 How we will use your personal information. We will use the personal information you provide to us to:
provide the Garden Visit & Garden Tour or Course;
process your payment for such services; and
if you agreed to this when you purchased your ticket, to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
We will only give your personal information to third parties where the law either requires or allows us to do so.
9.2 Photographs and Video. We occasionally take photographs and video footage of our events which will inevitably include images of event participants. These images are used in our marketing material which includes our social media pages, brochures/posters, newsletters and our website. You agree to allow us to use such images, we will not pay any royalties or fees. If you do not agree to this, you must tell us before the event.
10. Group Bookings
10.1 The management may offer a discretionary discounts for group bookings
10.2 Final numbers will need to be confirmed by the business/organisation/group to Careys Secret Garden no later than 14 working days prior to the event. An invoice will be raised by Careys Secret Garden to the business/organisation/group to confirm the booking.
10.4 If the booking is cancelled by the business/organisation/group within 7 days of the event date, the total cost of the booking is still required to be paid in full.