Booking Terms and Conditions 

Cancellations by Us

  1. We reserve the right to cancel your booking at any time and to provide you with a full refund, inclusive of booking fee.

  2. Refunds are made to the original payment method used within 2 business days and can take 3 to 5 business days to reflect in your account. 

Cancellations by You

  1. Deposits are not refundable, a deposit of 30% is taken on all bookings where the full amount is paid.

  2. Cancellation fee of 100% is charged if cancelled 10 days or less before the event

  3. Refunds are made to the original payment method used within 2 business days and can take 3 to 5 business days to reflect in your account.

Late Arrivals

  1.  Exclusive Hire: Your carriage will wait for you to arrive for the first 10 minutes however late arrivals will experience a shortened tour, for example; 5 minutes late for a 50 minute tour would mean a 45 minute tour. 

  2.  Shared carriages / Individual tickets. Your carriage will leave at the set tour start time. No refund will be provided for late arrivals. 

Parking

  1. Where to park for tours from Windsor Castle: There is no parking at Windsor Castle or on The Long Walk. Closest car park is Windsor Yards (formally King Edward VII Court), Windsor, SL4 6HX which is a 20 minute walk to Windsor Castle.

  2. Where to park for tours from Bishopsgate: There is public car parking on the road side at Bishopsgate road, TW20 0XU, near The Fox and Hounds Restaurant and Bar. Please see the map for both locations we created.

  3. Windsor Carriages are not responsible for your parking arrangements and delays due to parking, traffic etc cannot be accepted as reasons for cancellation. Please see Cancellations by You terms above.

Payment

  1. Tours must be paid for in full, in advance using a valid credit or debit card via the invoice provided or online link by the payment date.

  2. Where the full payment has not been taken at point of booking, payment details will be sent up to 72 hours before the tour.

  3. Bookings are only valid so long as cleared funds have been received by Windsor Carriages or their nominated banking service provider.

  4. Bookings are not valid if for any reason the payment is declined, refunded or subject to any fraudulent use - including credit card fraud or fraudulent ticket reproduction or resale.

Alterations by you

 

  1. We will do our best to make any alterations you may require after confirmation has been issued subject to the payment of any increased costs relevant to the change.

  2. We cannot normally make any alterations less than 14 days prior to the hire date.

  3. Requests for alternations less than 72 hours before booking time will be treated as a cancellation.

Alterations by Us

  1. We will make every effort to ensure that carriages operate at agreed times, but we reserve the right to vary operating times, substitute carriages / horses or reschedule tours and start locations and or routes where required. 

  2. Requests for alterations less than 72 hours before booking time which cannot be accommodated by you will be treated as a cancellation by us and a full refund will be provided.

Passengers with disabilities

  1. Please advise us in good time whether any member of your party has any medical condition or disability requiring any special care during embarking or whilst on the carriage. We will use every reasonable effort to assist such passengers but if we are not informed in reasonable time, we cannot be responsible for any inconvenience or costs which may arise if carriage of that person is refused. ​ Note: The carriage used in the 2020 season is not wheel chair accessible and there is no wheel chair storage on board.

Conduct on board the carriage

  1. The coachman of the carriage shall be in sole charge throughout the duration of the hire and you and all members of your party will comply with the lawful commands of the driver and his grooms.

  2. You and all members of your party must conduct themselves properly at all times whilst on board and must take account of their own safety and that of other passengers.

  3. You will be liable to us for any damage caused to a carriage or any of its fixtures and fittings by you or any member of your party due to any unreasonable conduct or behaviour. Neither you nor members of your party may take on board any carriage any food, alcohol or other beverages, such items may only be consumed on a carriage if arranged by or agreed in advance with us. No musical or other entertainment is to take place on board a carriage unless also arranged or agreed in advance with us.

  4. We also reserve the unconditional right, to refuse a booking, or to prevent a person from being carried in the event of conduct which is likely to cause distress, damage or annoyance to horses, passengers, employees, property or to a third party.

Gift Cards

  1. A Windsor Carriages gift card is only valid up to the listed expiry date which will be 12 months after the purchase date.

  2. Gift vouchers cannot be converted, exchanged or refunded.

  3. If you cannot book the tour or date you would like please contact us. Gift card recipients take precedent on scheduled tour dates, so even if we are fully booked online, we will accept your booking.

 

Smoking

  1. Windsor Carriages operate a non-smoking policy in line with the Health Bill in England and Wales 2007. This policy applies to all guests, staff and visitors on the carriage.

 

Complaints and disputes.

  1. We welcome feedback from customers as it helps us to maintain / improve standards. Should the organizer be unhappy about any aspect of the event or trip, they should firstly notify the driver and or groom who will endeavour to rectify any problems.

    Complaints arising should then be notified in writing to the registered office as soon as possible, no later than 7 days after the event. ​

  2. All drivers undergo a yearly medical and criminal conviction check (alike a standard taxi driver) and complaints can also be raised to The Royal Borough Council.

Weight Limit

  1. We calculate load bearing to ensure comfort for the horse/s based on a variety of factors such as road conditions, type of horse/s, carriage, harness, duration of operation, weather conditions, etc. Scheduled Tours are operated for a maximum 4 occupants: Should the combined passenger weight exceed 902 lbs /410 kgs / 64 stone. Please check your booking confirmation for the occupancy detailed at the time you made your booking.

Model Release

 

  1. We occasionally take photographs and video footage of our carriages and events with them which will inevitably include images of passengers. These images are used in our marketing material which includes brochures, DVDs and our web site. Passengers agree to allow us to use such images, we will not pay any royalties or fee. We will not take photographs or film or use images should a passenger object. We will cease to use images should the organiser lodge an objection, however media will remain in force for the life of the publication. Electronic images (on our web site) will be removed within 7 days should we receive any objection from an organiser. Windsor Carriages retain copyright on all pictures.

 

Insurance

 

  1. Windsor Carriages holds commercial third-party public liability insurance up to a value of £5,000,000 (FIVE MILLION POUNDS) for third party claims of death, personal injury, illness and/or physical disability. The maximum liability for any damages other than those detailed above will be limited to the total price paid for the hire of the carriage. 

 

Weddings

 

  1. Carriages booked for weddings are subject to agreed terms and conditions discussed and provided on the wedding booking form. Windsor Carriages will refuse boarding to any passenger/s booked on a scheduled or bespoke tour who are dressed in wedding attire. Photo shoots and boarding will be refused. No refund will be provided.

 

Photography within the Park

 

  1. Permission to be sought for commercial and professional photography from enquiries@windsorgreatpark.co.uk. Professional photoshoots involving vehicles (including carriages) on The Long Walk are strictly forbidden.  

  2. Persons standing in groups for photos must be no more than 10 persons.

  3. No tripods, free-standing or lighting equipment may be used.

  4. Only a handheld camera may be used – no other photography equipment 

  5. No props may be used

  6. No confetti may be used

  7. It is the responsibility of the photographer to undertake a full risk assessment prior to the shoot, and to have the necessary Public Liability Insurance in place, please also ensure that you as the photographer carries copies of these documents with you.

  8. See the Windsor Great Park website for more information on filming http://www.windsorgreatpark.co.uk/en/news-and-events/filming-photography

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© 2020. Windsor Carriages is a registered trading name of The Royal Borough of Windsor and Maidenhead Horse Drawn Carriages Ltd. Registered in England and Wales.  Company number 09597400.

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