What is rescheduling insurance?
When you book an alpaca walk at Hensting Alpacas, you can add optional rescheduling insurance for £4.50. It is designed for real life — illness, a diary clash, or someone in the group who cannot make it — without needing to phone or email us to change the booking.
Once your booking is paid and confirmed, you receive a private Manage booking link by email. You use that link yourself on your phone or computer.
What you can do online
- Reschedule to another available walk of the same type (subject to space)
- Gift the booking to someone else (same date and tickets — new guest details)
- Cancel the booking online
You do not need to contact us for these changes if you bought insurance and you are still inside the time rules below.
The rules (please read these)
- 2-hour cutoff: Online changes are allowed up to 2 hours before your walk start time.
- 3-month reschedule window: Any new date must be within 3 months of your original walk date. That original date does not move forward each time you reschedule.
- Cancel = no refund: Cancelling frees the space for someone else, but the payment is forfeited. If you cannot come, gifting the booking is usually the better option.
- Your Manage link stays the same after you reschedule — earlier confirmation emails still work.
What if I did not buy insurance?
Without rescheduling insurance, bookings are for the date you booked. There is no customer online reschedule and no refund for a change of mind or illness. We still recommend checking our FAQ for weather and arrival rules.
What if Hensting cancels for weather?
We walk in light rain. Only severe weather (for example lightning, flooding, or extreme wind) cancels a walk. If we cancel, you can rebook within 3 months — that is separate from the optional insurance product.
How to use Manage booking
- Open the confirmation email for your paid booking (look for the purple Manage booking section).
- Tap or click the button — it opens on your phone or computer.
- Choose Reschedule, Gift, or Cancel and follow the steps.
If you bought insurance before this update and have a future walk, you should already have received (or will receive) a Manage booking email with your personal link.
Frequently asked questions
Can I keep moving the date forever?
No. Reschedules must stay within 3 months of the original walk date, and each change must still be made at least 2 hours before the current start time.
Does cancel give me my money back?
No. Cancel is no refund. Gift the booking to a friend or family member if you want someone else to use the tickets.
Where do I add insurance?
On the booking form when you book online — tick Add Rescheduling Insurance before you pay. Cost is £4.50.
Related guides
Book with peace of mind
Ready to book? Choose your date on our live calendar and add rescheduling insurance at checkout if you want the DIY Manage booking options.
Book your alpaca walk online · Call 0333 050 4012 · Email info@alpacas-hampshire.co.uk
Hensting Alpacas · Itchen Valley Country Park, Allington Lane, West End, Southampton SO30 3HQ