At Eagle Heights Wildlife Foundation, we believe in clear communication and responsible operations. Our policies reflect our commitment to wildlife conservation, environmental stewardship, and creating an inclusive experience for all our visitors. Whether you’re planning your visit or simply want to understand more about how we operate, you’ll find our key policies detailed below. From our comprehensive Access Statement to our Environmental Policy, each document demonstrates our dedication to running a wildlife sanctuary that makes a positive impact. As one of the UK’s largest Bird of Prey centres, we take our responsibilities seriously – to our animals, our environment, our visitors, and our community.
ACCESS STATEMENT
Eagle Heights Wildlife Foundation
Our Commitment
As a neurodiverse, family-run sanctuary, we’re dedicated to providing an inclusive experience for all visitors. This statement outlines our accessibility features and policies.
Essential Information
• Location: Lullingstone Lane, Eynsford, Kent, DA4 0JB
• Contact: office@eagleheights.co.uk | 01322 866 577
Access Support
• Free carer entry with valid documentation
• Additional carer discounts available (contact us to discuss)
• Trained staff available to assist throughout your visit
• All staff are qualified First Aiders
Facilities
• Level access throughout main building
• Accessible toilet in main building
• Free wheelchair hire (pre-book)
• Reserved wheelchair spaces in indoor flying arena
• Accessible tearoom with ramp access
• Wide doorways throughout
• Good mobile phone coverage
• Most paths suitable for wheelchairs – some natural terrain
Parking & Arrival
• Free car park with designated accessible bays
• Short distance from accessible parking to entrance
• Level access with wide double doors and ramps
Catering & Rest Areas
• Accessible tearoom with many dietary requirements catered for
• Indoor and outdoor seating areas
• Signposted navigation from tearoom patio
• Quiet space coming soon
Assistance Dogs
Due to our resident animals’ welfare:
• Assistance dogs cannot be admitted on-site
• Free carer/guide provided as alternative
• No animals permitted in car park unattended
Safety & Support
• Comprehensive evacuation procedures
• Clear safety signage throughout
• Staff assistance always available
• First aid-trained team members
Future Improvements
We’re actively working to enhance our accessibility, including development of a dedicated ‘Reflection Area’ for quiet time and prayer.
Feedback
We welcome your suggestions to help us improve our accessibility. Please contact us at office@eagleheights.co.uk with any feedback or specific requirements before your visit.
BAD WEATHER POLICY
Eagle Heights Wildlife Foundation
Our Commitment
The safety and welfare of our animals, visitors, and staff is our top priority. While we operate in most weather conditions, some activities may need to be modified or postponed during severe weather.
Flying Displays
During adverse weather, we may need to:
• Shorten display duration
• Move displays to our indoor arena
• Cancel displays if conditions are unsuitable
These decisions are made based on:
• Animal welfare considerations
• Wind speed and direction
• Rainfall intensity
• Visibility conditions
• Temperature extremes
Animal Experiences
• Experiences proceed in most weather conditions
• Cancellations only occur if conditions are prohibitive
• We will contact you as soon as possible if postponement is necessary
• Alternative dates will be offered for rebooking
General Visiting
• The sanctuary remains open in most weather conditions
• Indoor facilities available (tearoom, gift shop, undercover eating area, indoor display arena)
• Some pathways may become muddy – appropriate footwear recommended
• Check our social media for real-time updates
Notification Process
If we need to postpone your experience, we will:
• Contact you via phone and/or email
• Explain the situation
• Offer rebooking options
• Answer any questions or concerns
Contact Us
For weather-related queries:
Email: office@eagleheights.co.uk
Tel: 01322 866 577
Note: All decisions regarding weather-related modifications are made with animal welfare as our primary consideration.
General Admission
• Tickets can be purchased in advance through our online booking system or on arrival at entrance.
• Tickets are valid only for the selected date and time slot
• Children under 3 years enter free of charge
• Children under 16 must be accompanied by an adult
• Proof of age/status may be required for concession tickets (seniors 65+)
• Carers accompanying disabled visitors receive free entry with valid documentation
• Customers are responsible for selecting the correct ticket type at time of booking.
• Tickets booked incorrectly will be required to make payment of the difference on arrival
Pricing (2025)
• Adults: £14.95
• Children (3-14 years): £10.95
• Seniors (65+): £12.95
• Carers: Free (with valid documentation)
Opening Hours
• Summer Season (1st April – 30th September)
Open daily – Hours: 11:00 – 17:00 (last entry 15:00)
• Winter Season (1st October – 31st March)
Open Friday to Sunday only – Hours: 11:00 – 16:00 (last entry 14:00)
Cancellations & Refunds
• Tickets are non-refundable except in exceptional circumstances
• In the event of closure due to extreme weather or unforeseen circumstances, we will offer alternative dates
• Date changes may be accommodated with minimum of 14 days notice, subject to availability
Weather Conditions
• The foundation operates in most weather conditions
• Some outdoor activities may be modified during adverse weather – see more information in our Bad Weather Policy
By completing your booking, you acknowledge and agree to these terms and conditions.
Discounts/Special Offers (2025)
• We reserve the right to withdraw discounts/offers at any time.
• Whilst we make every effort to ensure information advertised by third parties is up to date and correct, we cannot be held responsible for any mistakes made by them.
• If you would like to check if a discount is still valid, please do email us for confirmation.
• Only one discount/offer will be accepted per group/party.
COMPLAINTS PROCEDURE
Eagle Heights Wildlife Foundation
Our Commitment
We strive to provide excellent service to all our visitors. However, if you feel we’ve fallen short of your expectations, we want to hear from you. Your feedback helps us improve our services.
How to Submit a Complaint
Contact Details:
Email: office@eagleheights.co.uk
Phone: 01322 866 577
Post: Eagle Heights Wildlife Foundation
Lullingstone Lane
Eynsford
Kent
DA4 0JB
When Contacting Us, Please Include:
• Your full name and contact details
• Date of visit
• Details of your complaint
• Any supporting evidence (photos, receipts)
• Your desired resolution
Our Response Process
1. We’ll acknowledge your complaint within 3 working days
2. A full response will be provided within 10 working days
3. Complex issues may require additional time for investigation
4. We’ll keep you informed of progress throughout
Resolution
• All complaints are taken seriously and investigated thoroughly
• We aim to resolve issues fairly and promptly
• Where appropriate, we’ll implement changes to prevent similar issues
Escalation
If you’re not satisfied with our initial response, you can request a review by our senior management team.
Privacy
All complaints are handled confidentially and in accordance with our Privacy Policy.
Feedback
We welcome all feedback – positive and negative – as it helps us maintain and improve our standards as one of the UK’s original Bird of Prey centres.
COOKIE POLICY
Eagle Heights Wildlife Foundation
What Are Cookies?
Cookies are small text files stored on your device when you visit our website. They help our site work more efficiently and improve your browsing experience.
Our Use of Cookies
We use only essential cookies on eagleheights.co.uk to:
• Enable basic website functionality
• Move between pages efficiently
• Remember your preferences during your visit
We Do Not:
• Use cookies for marketing purposes
• Track your browsing behaviour
• Share cookie data with third parties
• Store personal information in cookies
Types of Cookies We Use
Essential Cookies:
• Session cookies (temporary, deleted when you close browser)
• Navigation cookies (help you move between pages)
Managing Cookies
You can control cookies through your browser settings:
• Chrome
• Firefox
• Safari
• Edge
Most browsers allow you to:
• View cookies stored
• Accept or block cookies
• Delete existing cookies
Please Note
Disabling cookies may affect some website functionality. We recommend keeping essential cookies enabled for the best browsing experience.
Changes to This Policy
We regularly review and update our Cookie Policy. Please check periodically for changes.
Questions?
Contact us at:
Email: office@eagleheights.co.uk
Tel: 01322 866 577
ENVIRONMENTAL POLICY
Eagle Heights Wildlife Foundation
Last reviewed: March 2025
Our Environmental Commitment
At Eagle Heights, we recognise our responsibility to protect and enhance our natural environment. Our comprehensive approach focuses on sustainable operations, education, and positive environmental impact.
Current Initiatives
Conservation & Wildlife
• Green roofs on select enclosures for wildlife habitat
• Native wildflower and tree planting
• Rainwater collection systems
• Wildlife-friendly habitat management and monitoring
Sustainable Operations
• Energy-efficient appliances and facilities
• Double-glazed windows and doors
• Environmentally-friendly cleaning products
• Zero plastic cutlery policy
• Comprehensive recycling programme
• Rainforest Alliance certified café products
• Fair Trade partnerships
• Eco-friendly packaging
Education & Awareness
• Environmental messaging in all demonstrations
• Educational signage throughout sanctuary
• Take-home environmental guides
• Staff environmental training
• Public awareness programmes
Future Development Plans
Short-term Goals
• Expand green roof installations
• Enhance wildlife habitats
• Continue native species planting
Long-term Vision
• Solar power implementation (under assessment)
• Further energy efficiency improvements
• Enhanced water conservation systems
Monitoring & Review
We conduct regular environmental performance reviews and continuously seek ways to improve our impact on the natural world.
Together for Nature
By visiting Eagle Heights, you’re supporting our environmental initiatives and wildlife conservation efforts both in the UK and West Africa.
At Eagle Heights Wildlife Foundation, we are passionate about creating an inclusive environment where diversity thrives. We believe that our differences make us stronger, both as a team and as a wildlife conservation organisation serving our community.
We are committed to fostering equality, diversity and inclusion among our staff, visitors, volunteers and suppliers. Our aim is to build a team that truly represents all sections of society, where each person feels respected, valued, and empowered to contribute their best.
Policy Purpose
This policy aims to ensure that:
Everyone experiences equality, fairness and respect at Eagle Heights, whether they are employees, visitors, volunteers or partners
We uphold the principles of the Equality Act 2010 by preventing discrimination based on protected characteristics:
We actively oppose all forms of unlawful discrimination in all aspects of our operations, including:
Our Pledge
Eagle Heights Wildlife Foundation pledges to:
Champion equality, diversity and inclusion as fundamental principles of our organisation
Create a positive environment free from bullying, harassment, victimisation and discrimination, where everyone is treated with dignity and respect, and individual contributions are celebrated
Take all complaints of inappropriate behaviour seriously and address them promptly through our established procedures
Serious misconduct may result in disciplinary action up to and including dismissal. We recognise that certain forms of harassment may constitute criminal offences under the Protection from Harassment Act 1997 and will be treated accordingly.
Make employment decisions based on merit, skills and ability (except where limited exemptions under the Equality Act apply)
Regularly review our practices and procedures to ensure fairness and compliance with current legislation
Monitor workforce diversity to ensure we’re making progress towards our inclusion goals
This policy reflects our ongoing commitment to creating a welcoming environment for all who work at, visit or engage with Eagle Heights Wildlife Foundation.
1. Booking and Payment
2. Age Restrictions and Requirements
Minimum age requirements:
Additional requirements:
3. Health and Safety
Essential clothing requirements for ALL experiences:
Safety protocols:
4. Experience Schedule and Timing
Please arrive 15 minutes before your scheduled experience time
Current schedule (2025):
5. Weather Conditions and Experience Modifications
Weather considerations:
We reserve the right to alter or cancel experiences due to:
Alternative activities may be offered when necessary. We cannot accept responsibility for affected travel or accommodation costs.
6. Group Sizes and Capacity
Maximum participants per experience:
7. General Admission Information
Opening hours:
Admission prices (2025):
Flying demonstrations: 12noon (all year), 3:30pm (summer only)
8. Cancellation and Amendment Policy
Customer changes:
Foundation cancellations:
10. Additional Information
Gift card terms
MISSION STATEMENT
Eagle Heights Wildlife Foundation
Our Purpose
To inspire understanding and protection of wildlife while creating positive environmental impact through education and experience.
Our Commitments
Conservation & Education
• Foster public understanding of animals and their natural habitats
• Provide affordable, educational wildlife experiences
• Deliver hands-on learning opportunities for all ages
Environmental Responsibility
• Maintain sustainable sanctuary operations
• Promote environmental awareness
• Support local and international conservation projects
• Preserve and enhance natural habitats
Community Values
• Cultivate leadership and philanthropy
• Create an inclusive, welcoming environment
• Encourage respect for wildlife and nature
• Build environmental consciousness
Operational Excellence
• Deliver safe, accessible experiences
• Practice sound environmental management
• Support local biodiversity
• Maintain high animal welfare standards
Through these commitments, we strive to create lasting connections between people and wildlife while protecting our natural world for future generations.
PHOTOGRAPHY AND FILM POLICY
Eagle Heights Wildlife Foundation
Personal Photography
• Photography and filming for personal use is welcomed
• Share your memories and tag us in your social media posts
• Please be mindful of other visitors when taking photos
• Respect animal welfare – no flash photography during flying displays
Eagle Heights Publicity Photography
• We occasionally photograph displays and experiences for publicity and promotional purposes.
• These images may be used on our website, social media, marketing materials, and other promotional activities
• If you do not wish to be featured in any publicity materials, please inform a member of staff before participating in displays or experiences
Commercial Photography & Filming
• All commercial photography requires prior written permission
• Professional equipment needs advance authorisation
• Commercial filming is strictly prohibited without express consent
• Contact office@eagleheights.co.uk to request permission
Prohibited Activities
• Drone photography/filming
• Professional photo shoots without permission
• Commercial videography without consent
• Use of our images for advertising without approval
Media Requests
For commercial photography, filming, or media enquiries:
Email: office@eagleheights.co.uk
Tel: 01322 866 577
Please Note
Eagle Heights reserves the right to refuse photography/filming that may disturb our animals or other visitors. Any unauthorised commercial use of images/footage taken at Eagle Heights may result in legal action.
PRIVACY POLICY
Eagle Heights Wildlife Foundation
Our Commitment
We are committed to protecting your privacy and handling your data responsibly. This policy explains how we collect, use, and protect your information.
Data Collection
We only collect personal information when you voluntarily provide it for specific services:
• Voucher purchases
• Animal sponsorships
• Season tickets
Information We Collect
• Name and title
• Address
• Phone numbers
• Email address
Data Usage & Retention
• Information kept only for purchase verification
• 12-month retention period for vouchers/sponsorships
• Data destroyed after expiry
• Additional usage requires explicit consent
Updates & Communication
• News shared via website and Facebook
• No marketing database maintained
• Anonymous feedback through third-party platforms
• No unsolicited communications
Security Measures
• Secure payment gateway with encryption
• CCTV in operation for safety and security
• Limited data sharing (insurers only, with prior consent)
• Strict data protection protocols
Website & Cookies
• Cookies used only for page-to-page navigation
• No personal information stored in cookies
• Browser cookie settings can be adjusted
• No third-party tracking
Your Rights
You can request access to your data by:
• Email: office@eagleheights.co.uk
• Post: Eagle Heights Wildlife Foundation
Lullingstone Lane
Eynsford, Kent
DA4 0JB
Policy Updates
This policy is regularly reviewed and updated. Please check periodically for changes.
RESPONSIBLE VISITOR CHARTER
Help Us Protect Our Wildlife & Environment
As a Green Tourism Silver member, we’re committed to sustainable practices at Eagle Heights. Your support in following these simple guidelines helps us maintain our conservation efforts:
Be Energy-Wise
• Close doors behind you
• Use water mindfully
• Switch off lights in unoccupied areas
Travel Green
• Consider walking or cycling
• Use public transport when possible
• Eynsford station is 1.4 miles away
• Local taxi service available (pre-book)
Reduce Waste
• Decline unnecessary bags
• Use provided recycling bins
• Take picnic waste home
• Choose reusable items where possible
Respect Nature
• Keep our sanctuary litter-free
• Observe wildlife from safe distances
• Enjoy our plants without picking
• Stay on marked paths
Support Local
By visiting Eagle Heights, you’re already supporting wildlife conservation in the UK and West Africa. Thank you for being a responsible visitor!
Together, we’re making a difference for wildlife and our planet.
SAFEGUARDING POLICY
Eagle Heights Wildlife Foundation
Our Commitment
Eagle Heights Wildlife Foundation is committed to ensuring the safety and wellbeing of all visitors, with particular attention to children, young people, and vulnerable adults. We maintain strict procedures to create a secure environment for all.
Staff Guidelines
• Staff are never alone with children or vulnerable adults
• Clear reporting procedures for any concerns
• Regular safeguarding policy reviews and updates
Group Visits
Schools and organised groups must:
• Have their own safeguarding policy in place prior to visit
• Maintain their own supervision ratios
• Keep their group members within sight
• Report any concerns to their group leader and our staff
• Follow our safety instructions at all times
Supervision Requirements
• Schools/Groups responsible for their own supervision
• Required adult-to-child ratios must be maintained
• Group leaders must stay with their group
• Unaccompanied children under 16 not permitted
Photography and Media
• Group leaders responsible for their own photography policies
• No unauthorised photography of other visitors’ children
Reporting Concerns
If you have any safeguarding concerns, please:
• Immediately inform a member of staff
• Contact our designated safeguarding lead
• Email: office@eagleheights.co.uk
• Call: 01322 866 577
Emergency Procedures
• Clear evacuation procedures in place
• First aid-trained staff always on site
• Incident reporting system in place
Review and Updates
This policy is regularly reviewed and updated in line with current legislation and best practices.
SOCIAL MEDIA POLICY
Eagle Heights Wildlife Foundation
Our Social Media Presence
Follow our updates on:
• Facebook: @EagleHeightsWildlife
• Instagram: @eagleheightswildlife
• Twitter: @EagleHeightsWF
• TikTok: @eagleheightswildlife
Our Commitment
We share educational content about wildlife, conservation updates, and sanctuary news across our platforms. Our social media channels aim to inform, inspire, and connect with our community.
Visitor Social Media Guidelines
Sharing Your Visit
• Tag us in your posts – we love seeing your experiences!
• Use our hashtag #EagleHeights
• Share your flying display photos (no flash photography)
• Respect other visitors’ privacy
Content Guidelines
Do:
• Share your authentic experiences
• Tag our official accounts
• Interact respectfully with our posts
• Report inappropriate content to our team
Don’t:
• Share content that could distress our animals
• Post misleading information about the sanctuary
• Share other visitors’ images without permission
• Use our content for commercial purposes
Professional/Commercial Use
• Commercial photography requires prior permission
• Media enquiries via office@eagleheights.co.uk
• Influencer collaborations by arrangement only
• Brand partnerships through official channels only
Contact Us
For social media enquiries:
Email: office@eagleheights.co.uk
Tel: 01322 866 577
Note: Eagle Heights reserves the right to remove tags, report inappropriate content, or block users who violate these guidelines.
We’re here to help! If you have any questions about these policies or need further clarification, please don’t hesitate to get in touch with our friendly team. You can reach us by email at office@eagleheights.co.uk, by phone on 01322 866 577, or by post at Eagle Heights Wildlife Foundation, Lullingstone Lane, Eynsford, Kent, DA4 0JB. We aim to respond to all enquiries promptly and are happy to explain any aspect of our policies in more detail.
Eagle Heights proudly houses an extraordinary collection of over 30 majestic species. Beyond our renowned avian residents, we’ve evolved into a diverse wildlife haven, where you can encounter everything from playful Meerkats and graceful Servals to an array of fascinating mammals and exotic birds – each with their own unique story to tell.
office@eagleheights.co.uk
01322 866 577
Eagle Heights Lullingstone Lane, Eynsford Kent, DA40JB What3Words: ///leaps.lamp.goats
