2025 Event Manager
Policy & Procedure Manual

Effective 2025, all managers will be classified as full-time Chamberlin event managers or independent contractors.

As our company continues to grow, it's essential for us to establish a unified standard of operation. The Policy and Procedure Manual outlines the policies and procedures for managing and developing our event managers, providing guidelines for administration. We are committed to keeping our policies current and relevant, which means that modifications or additions may be necessary from time to time. Your suggestions, recommendations, and feedback regarding the policies and procedures in this manual are always welcome. These guidelines apply to all event managers.

EVENT MANAGER CLASSIFICATION

**Full-Time Event Managers: Full-time managers will receive priority for bookings. They are not permitted to accept reservations from any other company or operate their own business. If a Chamberlin client contacts you directly to make a booking, please direct them to call Chamberlin instead. Afterward, follow up with a phone call to Chamberlin, and we will take care of the client. We guarantee you will receive that job.

**Independent Contractors: An independent contractor is a manager who owns their own company and is not exclusively dedicated to Chamberlin. Please understand that acquiring Chamberlin clients is not acceptable; these are not considered your own clients. Any attempt to steal Chamberlin clients will result in termination from the company.

MISSION STATEMENT

At Chamberlin Pony Rides and Mobile Petting Zoo, our mission is to provide unforgettable experiences that foster a love for animals and nature in children and families. We are dedicated to delivering safe, engaging, and educational memorable interactions with our animals while promoting joy, community connection, and memories that last a lifetime.

FREQUENTLY ASKED QUESTIONS

** How does Chamberlin Reservations assign parties?

As full-time Event Managers, your seniority does factor into the decision-making process; however, performance is equally important. Each of you possesses unique talents—some teams excel at creating enchanting unicorn-themed events, while others thrive in quick turnarounds, managing large-scale events, or hosting birthday parties.

When a client requests an event, it is our responsibility to match the right Event Manager to the specific event. If you do not share photos showcasing your amazing unicorn decorations, we may assume you lack the necessary skills, which could lead us to select another manager better suited for that particular job.

Please remember that tenure with Chamberlin does not guarantee priority on every high-profile event. Performance is critical in these decisions. Ultimately, all clients belong to Chamberlin, and you are the contractor we have chosen to serve them effectively.

Suggestions for a successful working relationship with Chamberlin?

Do not attempt to steal our clients. All Event Managers are required to review the non-compete clause (detailed below). It is crucial that we maintain the integrity of our client relationships, and any manager caught attempting to book a Chamberlin client will face immediate termination from all future assignments, without prior notice.

For those managing multiple teams at Chamberlin, please be aware that any violations will result in the reassignment of your teams to other dedicated managers. We have established a zero-tolerance non-compete policy for 2025.

TERMS & CONDITIONS

Please download a copy of our companies Terms & Conditions and keep it with you in the truck at every event: https://www.chamberlinponyrides.com/terms-and-conditions

General Policy and Personal Conduct

Chamberlin Pony Rides expects its event managers to uphold a high standard of conduct and work performance to preserve the company’s strong reputation with customers and suppliers. Exemplary personal conduct leads to increased client retention and more job opportunities for all event managers. This includes:

- Adhering to all policies and procedures

- Treating colleagues with courtesy and respect

- Professionally interacting with customers and clients at all times

- Prioritizing safety in all activities

Dress Code

Our dress code policy requires that all attire be clean, neat, and professional. Chamberlin Pony Rides reserves the right to request that employees dress to meet appropriate standards as a condition of employment.

- Event managers and staff must wear either (preferably) Chamberlin logo tee shirt or matching plain-colored, coordinating t-shirts. Shirts with writing are not allowed, except for those representing Chamberlin Pony Rides.

- Please contact Brandy in reservations if you wish to order Chamberlin Logo wear.

- All staff members are required to wear closed-toe shoes.

- Jeans or shorts are acceptable, provided they are of a respectable length and free from rips or holes.

- Lanyards must display crew member names on one side, with business cards stored on the back.

Smoking Policy

Smoking is strictly prohibited on customer properties at all times. If you need to smoke, please do so inside your own truck or trailer, and ensure it is not visible to customers.

Personal Communications Policy

- Crew members should not be on their cell phones while walking a pony or horse.

- Please refrain from talking on the phone during events.

Reservation Policy

All events conducted under the Chamberlin name must go through Chamberlin reservations. Exceptions are made for:

1. Personal friends or family.

2. Any party you handle for someone without using the Chamberlin name (e.g., a client you had BEFORE joining Chamberlin).

3. While on a Chamberlin job site, if someone requests party information, only provide the Chamberlin reservation phone number.

4. All parties obtained while representing Chamberlin belong to Chamberlin. Instruct clients to ask for you, and we will ensure you are assigned to the event.

This policy applies to all event managers representing Chamberlin Pony Rides.

Bad Weather Procedure Policy

As stated on our website:

"What is your policy if it rains? We will work closely with you up to the morning of your event to assess the need for cancellation due to inclement weather. We recognize that Michigan weather can be unpredictable. To prepare for rain, we bring a tent for the petting farm and umbrellas for walking ponies or horses. If conditions are unsafe, such as a tornado warning or lightning storm, we will offer you the option to cancel or reschedule your party."

Procedure for Bad Weather

1. If you are concerned for your safety or the safety of the animals, do not directly cancel with the client. Instead, ask the client if they would like to proceed with the event or reschedule. If they choose to reschedule, direct them to call our reservations and inform them. Then, please contact Chamberlin reservations to notify her of the change.

2. If the client is worried but still wants to continue with the event, let them know you will contact the reservations office for further assistance..

OUR TERMS & CONDITIONS STATE: WE GUARANTEE YOU WILL HAVE ENTERTAINMENT IF YOU REQUIRE IT: 

Our guarantee to you is “we will not leave you without entertainment” In the event of inclement weather, you may choose to convert your package to our Zootopia package, as it may be easily performed inside your home, garage, or basement. This package includes 1 mini petting zoo (6-8 small animals)– bubble machine (we do not recommend the bubble machine set up indoors) – music – lawn games and balloon twisting for up to 20 children. Your price will be adjusted accordingly. * Please note the exception to this is if we have an emergency and are not physically able to attend your event due to circumstances beyond our control. In this case, we will refund your deposit paid in full. 

CLIENT INITIATED CANCELLATION POLICY: 

In the event of inclement weather, we ask that you contact your event manager (phone number is printed on your invoice email) if you wish to cancel on the day of the event, Please DO NOT leave a message on the reservation answering machine to cancel an event on the same day as your event. Please note, that we require a minimum of 4 hours' notice for a cancellation. If you cancel with less than a 4-hour notice, you will forfeit your deposit (up to $100) to cover our incurred travel expenses. If you need to cancel prior to the day of your event, please go to  http://www.chamberlinponyrides.com and follow the link online to complete a reservation cancellation request form. Or you may call our reservations office between 9 am and 9 pm at 734-780 5800.

We do not refund deposit payments, we will issue credit for future event deposits. Our reservations office will issue you a credit coupon, allowing a 100% transfer of your deposit made to any party type on the same or future date with no expiration! Your deposit is fully transferable to any event type. Note: During the busy seasonal months of June through October, we are often sold out weeks in advance. We will make every attempt to reschedule your event. However, we do not guarantee we will have availability on the day you wish to reschedule your event. Please note, NO monetary adjustments will be authorized once we have left the farm and are en route to your event or, are on the job and begin your party. 

PLEASE NOTE:  ALL Saturdays and Sundays are blackout dates for rescheduling, you may reschedule your party any day from Monday through Friday. If you need to reserve a Saturday or Sunday, you would need to make a new reservation and your deposit will not be applied. There is a $40 rebooking fee for all client-initiated-canceled events.

CHAMBERLIN CANCELLATION: 

In the severely unlikely event that your scheduled event manager cancels due to illness, emergency, or otherwise uncontrollable situation, you will receive a full refund of your paid deposit. There are no refunds or discounts once services are rendered. 

CHANGES TO YOUR PARTY: 

Alterations to your party can be made up to 7 days prior to your event, with full credit given for any changes made. Any modifications made within 7 days of the event may not be eligible for credit if an activity is removed. If it is possible to adjust your package, a $100 change fee will be incurred, and no credit will be issued for any previously paid reservation fees.

EVENT RECONFIRMATION PROCEDURE:

Please have a printed copy of our terms and conditions on every truck. https://chamberlinponyrides.com/terms-and-conditions

Reconfirmation Procedure Policy

Reconfirm all events weekly for both your and your clients' benefit.

Allocate "office time" on Monday or Tuesday, no later than Wednesday afternoon, to reconfirm upcoming weekend parties.
Inform Brandy of any clients you can't reach by Wednesday evening for the weekend.
Avoid relying on phone tag, voicemail, or text messages for reconfirmation.
Have the invoice ready during the discussion with the client to confirm all details,
Reconfirming events helps prevent errors and confusion, ensuring client agreement with the invoice and services.
If there are any discrepancies, inform the client that you will contact reservations for correction.

Reconfirm the following information with the client:

PARTY DATE: Reconfirm the date and the day of the event. ** It's important to reiterate the "day" of the week with the client not just the date.

TIME: Tell the client your estimated time of arrival for set up. Please keep in touch with them with your customer on the day of the event if you are running late. If you are more than 30 minutes late, please also notify Chamberlin Reservations 734 780 5800. If you are driving and don't want to talk on your cell phone, please pull over and take just a minute to advise the client of your eta.

ADDRESS: Confirm the address with the customer and ask if there are any traffic issues or special arrival instructions you need to know. Please remember, sometimes previous clients just provide their previous invoice number to us and ask for the same package. Our policy in reservations is to confirm the address, contact, phone, and email are all the same as the previous reservation. However, that is something you should be confirming as well.

NOTES: Reconfirm the special requests. i.e. ribbon color, unicorn, pony and or horse requested, discuss the weight limit of your pony or horse and make sure they understand. If there are no notes on the invoice requesting a certain color ribbon for them, please DO NOT just assume they don't want any and show up with no decorations. PLEASE ASK the client if they have a theme or would like the pony decorated. Some people do not want decorations, but most do. We try to catch that when they confirm, but the responsibility is yours to confirm details with your client.

TOTAL CHARGE: Reconfirm the amount the client was charged. Breakdown: Carefully, go over the breakdown of the charges (the first hour and each additional hour charged as well as any trip fee).

DEPOSIT PAID: Reconfirm the amount the client has already paid for the deposit and confirm amount due upon arrival.

Payment Policy Reminder:

Clients must pay the balance in cash; personal checks require prior approval.. You are responsible for upfront collection; inform us if payment isn't made. You have the right to leave if payment is not received, provided you have confirmed the event and communicated our payment policy to the client. Contact Chamberlin reservations or Sally or Brandy if you intend to leave without payment. When confirming the event, note the name of the person agreeing to have funds ready and inquire about the check bearer's identity. Address any issues with school groups preemptively by confirming check availability and ensuring compliance with our payment policy.

* Discuss the space you will need to park as well as set up.

* Remind the client of the distance we can carry our equipment from the trailer to the set-up area.

* Remind the client of electrical outlets and water requirements.

You should have each invoice printed out on the day of the event and give a copy (marked paid in full) to the customer if they request it or you may shoot reservations a message and ask us to send them a paid invoice and we will get it right out to them.

Social Media Usage Policy

Event managers at Chamberlin Pony Rides are encouraged to actively participate in the Chamberlin Facebook page while maintaining professionalism and prioritizing the best interests of the company.

When engaging on social media, event managers must avoid disclosing any:

- Confidential information regarding Chamberlin Pony Rides, its clients, business partners, or suppliers.

- Material that infringes on the privacy or publicity rights of others.

- Information—whether confidential or publicly known—about Chamberlin Pony Rides' clients, business partners, or suppliers without obtaining prior authorization or approval.

Confidential information encompasses any details, in any format, related to Chamberlin Pony Rides and its affiliates, clients, or businesses that are not publicly available

Safety Policy:

Chamberlin Pony Rides is committed to providing a safe work environment for the health, safety, and welfare of our employees, contractors, visitors, and the public affected by our activities.

To achieve this, Chamberlin Pony Rides will:

- Develop and maintain safe working systems and environments.

We expect all employees, regardless of their position, to adopt a positive and proactive attitude toward health, safety, and environmental protection.

Event Safety Procedures

Chamberlin Pony Rides aims to ensure a safe and healthy environment for all employees at event job sites by identifying, assessing, and controlling manual handling risks.

1. Never lift or handle items that exceed your capacity. If unsure, always ask for assistance.

2. When an adult or heavy child mounts a pony or horse, hold down the opposite stirrup to counterbalance the weight and prevent the saddle from slipping.

3. Always maintain contact with the lead line of the pony or horse when assisting a customer onto the saddle.

4. Ponies and horses should never be ground tied; staff must always hold the lead rope of every pony or horse.

5. Never leave pony carts unattended while hitched. The event manager should personally inspect the harness before cart rides begin.

6. Regularly check saddle cinches, especially during hot weather when ponies or horses may sweat and the saddle can become loose.

7. Use a regulation mounting block—one step for ponies and three steps for horses. Avoid using chairs, ladders, or straw bales as mounting blocks.

8. Provide towels for children to use when holding rabbits on their laps to prevent scratching. Ensure that children sit down while holding a rabbit.

Accident and Injury Reporting Procedure:

In the event of an injury:

1. **Prioritize Medical Attention:** The first step is to seek medical assistance. If the injury is serious, call for an ambulance immediately.

2. **Report the Incident:** Any Chamberlin customer who is injured, involved in a safety incident, or experiences a near miss must report the situation to the event manager without delay.

3. **Document the Incident:** The event manager is responsible for completing a report in the Register of Injuries, Incidents, and Near Misses. The standard report should include the following information:

- Client's name and contact details

- Time and date of the injury

- Exact location of the injury/incident

- Description of how the injury/incident occurred

- Details of the injury/illness and affected body parts

- Names of any witnesses

- Name of the individual entering the information in the Register

4. **Insurance Reporting:** The event manager will determine if the incident needs to be reported to the company's insurance carrier.

CUSTOMER COMMENT CARDS

Chamberlin will send out a customer survey to all clients the Monday following the job

completion. For all new managers, it is possible to receive 100% positive comment cards. If you follow this advice and remember to always be honest, you should have no problems with our clients.

Event manager performance based on

1. On time for your event

2. Animal’s appearance (cleanliness, ribbons etc...)

3. Chamberlin employees appearance

4. Chamberlin employees attitude

5. Chamberlin Event Manager appearance and attitude

6. Did the Chamberlin staff interact with the children?

7. How did you like the face painting (if applicable)?

8. How did you like the balloon twisting (if applicable)?

9. Were you satisfied with the party music and bubbles (if applicable)?

10. How was the equipment appearance? (Truck, trailer, fencing, saddles etc...)?

FREQUENT CLIENT COMPLAINTS INCLUDE:

• Clean-up was not sufficient.

• Pony walker did not assist the child on the pony.

• Late arrival. It is explained to every client that there is a possibility we may be

delayed due to traffic issues. I always suggest the client has us come toward the

beginning of the party for that reason. They usually understand as long as you

communicate with them. If you are going to be late (arrive less than 15 minutes

prior to the party start time). Please, call the client and communicate with them.

• Client paid for and did not receive face painting or balloons.

• No ribbons on pony or horse (I know it’s a tiny detail, however, it's very important

• No bubbles or music. * We include bubble machine (if client has power within 50

feet) and music in the price of our packages. I use the bubble machine as a

feature only Chamberlin provides. This machine has an $80 rental value.

However, it has no dollar value in the package price. After you are set up and

ready to begin your event, take a minute and point out all the stations to the

client.

• Event manager called to tell us they were running about 15 minutes late and

showed up almost an hour later. Had we known we would have had our food

earlier.

• Dirty animals

Credit for Missing Components

In situations where we are unable to deliver the promised service, an onsite credit should l be assessed for each missing component and offered onsite. Contact Chamberlin office and we will recalculate the invoice and reissue it for you. It is essential to deduct this amount at the time of payment and inform the client about the missing services. If you need help communicating this discount to the client, please reach out to Chamberlin reservations, and we will assist in explaining the discount policy.

Late Event Arrivals Policy

"We strive to honor your scheduled party time. If your event is delayed due to factors beyond our control, you may choose to reschedule or cancel your event for a full refund of your deposit. No discounts will be provided for late arrivals caused by such circumstances."

This statement appears on customer invoices and event checklists to ensure clients understand that occasional delays can occur. However, it does not relieve event managers of their obligation to arrive punctually. As an Event Manager, you are responsible for managing your time effectively. Consistently being late may result in fewer party assignments.

Procedure for Late Arrivals

If you anticipate being late for an event, promptly contact the client to explain the delay and provide an accurate estimated arrival time. If you expect to be more than 45 minutes late, advise the client to proceed with food and gifts while adjusting the party timing accordingly.

When clients reserve a party, it is made clear that they should plan for Chamberlin to arrive near the beginning of the event to minimize disruptions.

Payment upon arrival

At most parties when you arrive it's not imperative you request payment upon

arrival. However, if you note on our invoice as well as here in the event checklist we

do ask the client to present payment upon arrival. Please use your

own discretion when determining when you feel comfortable presenting the invoice

and asking for payment.

If there is a question in your mind regarding the client giving you full payment at the

end of the event, I support your decision to refuse to set up until payment has been

made. You should have a blank copy of the event checklist with you, so you may

politely remind the client of our policy.

Unsatisfactory Performance

Chamberlin Pony Rides requires a minimum standard of conduct and

performance which will be made clear to employees in management appraisals. If

an event manager does not meet this standard, Chamberlin Pony Rides will take

appropriate corrective action, such as training. Formal performance improvement

procedures will generally only start when other corrective action fails.

If an event manager deliberately breaches business policy or procedure, or

engages in misconduct, Chamberlin Pony Rides may start improvement

procedures, or, in cases of serious misconduct or breach of policy, may dismiss an

event manager.

CONFLICT OF INTEREST

Conflict of interest arises whenever the personal, professional or business interests

of an employee are potentially at odds with the best interests of Chamberlin Pony

Rides.

Advise Chamberlin reservations of all events you provide in the name of

Chamberlin Pony Rides. All events must go through Chamberlin Reservations.

All event managers are required to act in good faith towards Chamberlin Pony

Rides. Event managers need to be aware of the potential for a conflict of interest to

arise and should always act in the best interests of Chamberlin Pony Rides.

As individuals, event managers may have private interests that from time to time

conflict, or appear to conflict, with their agreement with Chamberlin Pony Rides.

Event managers should aim to avoid being put in a situation where there may be

a conflict between the interests of Chamberlin Pony Rides and their own personal

or professional interests, or those of relatives or friends.

PROCEDURE

Event managers must disclose any other events they provide to client’s that might

cause a conflict of interest with Chamberlin Pony Rides. Where there are external

involvements that do not represent a conflict of interest, these must not affect

performance or attendance whilst representing Chamberlin Pony Rides. If such

involvement does affect performance or attendance it will be considered a conflict

of interest.

Event managers must not set up or engage in private business or undertake other

pony parties or petting zoo events in direct or indirect competition with

Failure to declare a potential, actual or perceived conflict of interest or to take

remedial action agreed with Chamberlin Pony Rides, in a timely manner, may

result in agreement dismissal.

THEME PARTIES
COWBOY PARTY DRESS AND DECORATIONS
• Event Manager dress: A Cowboy hat and a red neck bandanna. Extras: The following is
greatly appreciated for those of you who want to go above whats expected but not required:
cowboy boots & jeans.
• Workers dress: Cowboy hat & red neck bandanna
• Horse or pony: Red bandannas tied together and around horses neck. Extras: I will sell the
package as a red bandanna. However for those of you who want to go above and ask the
client if they prefer blue or pink great!
• Straw bale, plastic steer head and ropes - Requirement for all "cowboy packages"
• Goats, alpacas and any medium or large animals in the petting zoo - Red bandannas on as
many as possible ** You may want to look for the cooling neck bandannas for the
summertime.

UNICORN PARTY DRESS AND DECORATIONS
Our most requested party is a unicorn!
• Horse or pony (preferably white): Should have either brightly colored leis or flowers and
soft pastel colors around their neck. And most importantly a matching halter, saddle pad,
and lead rope. For a minimum requirement, you should have pink and purple colors and
use that for your unicorn parties, as most unicorn themes are either pink and purple or
rainbow.
• Workers dress: Some managers choose to have their balloon or face paint person wear a
“unicorn horn” hat.
• Unicorn theme lawn game: Unicorn ring toss etc..

ON THE JOB ANIMAL FOOD PROVIDED ESTIMATED COST AND EXPECTATIONS:

Food for animals is included in all of our packages. To facilitate feed planning, we've established guidelines for pre-packaging food in quart or gallon bags and storing them on the trailer. This is especially beneficial for managing multiple teams.

Food for the animals must be provided, as it is an integral part of our packages and contributes significantly to the customer experience. This is a key aspect highlighted in our marketing efforts, distinguishing us from other petting zoos that may not include animal food. For those concerned about excessive grain consumption, we suggest considering alfalfa or timothy pellets as alternatives.

If clients request food to sell during the event, this will give you a guideline. We are not expected to sell the grain for them, the client is expected to provide the person, table chair cups etc. You are expected to give them the suggested amount of grain, based on the calculation below upon arrival. Please note we do provide the following statement in our terms and conditions regarding grain: "We may find it necessary to limit the amount of food available to feed the animals for the safety of the animals."

Failure of event manager(s) to provide animal food will result in refunding the client $25 per hour, as it is a non-negotiable component of our packages.

Guidelines for included food:

Zootopia: 1/2 quart per hour

Small Petting Farm - 1 quart per hour

Complete Petting Zoo - 1-gallon feed per hour

Jumbo Petting Zoo - 2 gallons feed per hour

Very rough cost FYI

Alfalfa pellets $27 for 40 pounds. Cost pr quart is about $1.75

All stock $15 for 50 pounds. Cost per quart is about $1.00

BALLOON TWISTING INCLUDED POLICY:

We provide balloon twisting choices included in some packages. Please ensure that all balloon staff members can create a dog, hat, and sword and offer a choice of all three. For large events with balloon twisting, we advise clients that each balloon person can accommodate up to 20 balloons per hour. While it's suitable for birthday parties to have the petting zoo attendant do balloons, at larger events, or public events we require adedicated balloon person on-site during the entire event twisting balloons. If you don't have the staff to perform on-site balloons, please contact Chamberlin reservations and we will credit the client $75 each hour (the price of balloon twisting) and reissue the invoice.

Failure of the event manager(s) to provide balloons (as specified on the invoice, either on site or given at the end of the event) will result in refunding the client $75 per hour,

BIRTHDAY AND SMALL EVENTS:

This is noted on all birthday and small events with a set amount of children that are present during the entire event.

BALLOON TWISTING:

Simple one balloon designs: Hat, Dog, Sword, etc. (up to 20 each hour)

*Note: Balloons may be done at the end of the party for the safety of our animals and your guests, and given as party favors.

LARGE PUBLIC EVENTS:

BALLOON TWISTING: Simple one-balloon designs: Hat, Dog, Sword, etc. (up to 20 each hour)

* BALLOONS WILL BE DONE ONSITE.

Animal Appearance Policy

All animals involved in Chamberlin events must be kept in excellent condition. The following guidelines are established to promote our animals' health and uphold the reputation of Chamberlin Pony Rides. Event managers are expected to adhere to these guidelines while also prioritizing the advice of their veterinarians.

As event managers, we have a responsibility to treat our animals with the greatest respect. They contribute significantly to our events, and it is our duty to ensure they receive proper care. It is essential to recognize the distinction between utilizing working animals and exploiting them for our benefit.

The appearance of all animals at Chamberlin events is of utmost importance, including proper grooming practices. Each animal should be thoroughly cleaned, brushed, and checked for external parasites

Animals should maintain a healthy weight, ensuring they are not underweight or overweight. Special attention must be given to smaller pets, like rabbits, requiring regular trimming of their teeth and nails as needed.

EQUINE LIABILITY ACT

All event managers should read and understand the Michigan Equine Activity
Liability Act. It is for your protection. You should post this notice clearly on a
table or sign at every event.

INCLUDED IN OUR EVENTS. (TERMS & CONDITIONS)

PETTING ZOO (IF APPLICABLE) 

Our Mini Petting Zoo features 6-8 animals but does not include animal food, and Chamberlin staff members do not attend. If you'd like an attendant, consider upgrading to a Small Petting Farm. You can provide a responsible adult attendant for the mini petting zoo, and they may assist the children. However, please note that if the attendant leaves the area, we will close it for safety reasons, allowing only animal viewing. You may also purchase a petting zoo attendant for $50 each hour.

The Complete Petting Zoo comprises approximately 10-15 animals and includes animal food. Please be aware that we may need to limit the amount of food available for the safety of the animals, and animal availability is subject to change due to unforeseen circumstances. At large events, we reserve the right to limit the number of children in the petting zoo or not open it if the party size poses a safety risk to our animals. The Complete Petting Zoo typically includes Alpaca or Llama, cow or donkey or miniature horse, goats, sheep, ducks, chickens, and bunnies, unless special requests have been documented on your invoice.

*** MANAGER NOTES SUMMARY:

Mini petting zoo: You must have 6-8 small animals in a small petting zoo

Complete Petting Zoo: You must have 10-15 animals in a complete petting zoo, including either 1 alpaca or llama, 1 donkey, cow or mini horse, 2 goats, 2 sheep, 2 ducks, 2 chickens, 2 bunnies.

PETTING ZOO AND OR PONY RIDES SET UP AREA

We kindly request a flat space within 100 feet of our trailer parking area for setting up the petting zoo and or pony rides. Please ensure no hills, steep inclines, or declines from the trailer to the petting zoo. We reserve the right to decline service if the set-up area is unsuitable for the safety and comfort of our animals and staff. Please consult your event manager to confirm the set-up area before our arrival. Safety is our priority; we reserve the right to refuse set-up in unsafe areas. Approval is needed for stairs due to animal accessibility constraints. No refunds or considerations will be given for unapproved set-up areas.

PETTING ZOO (EXTREME HEAT):

During hot summer months (over 90 degrees), we take extra precautions to ensure the safety of our animals. We'll need a hose with running water within 10 feet of the petting zoo area. Please note that rabbits may be excluded from the petting zoo due to their susceptibility to heat. In such cases, we'll substitute them with additional heat-resilient small animals like chickens and ducks. On very hot days, we require a grassy area to set up horses and petting zoo animals to shield them from the extreme heat of cement or paved areas. If a grassy area cannot be provided, we'll modify your package to suit your situation.

PETTING ZOO RULES: 

Please follow these rules:

- Use the hand sanitizer provided when exiting the petting zoo enclosure.

- Wait for a petting zoo attendant to open the gate when entering or exiting.

- No food, drinks, or balloons are allowed in the petting zoo.

- Children 4 and under must be accompanied by a parent or adult.

- No picking up, hitting, kicking, pulling, chasing, or harassing the animals.

- We reserve the right to ask visitors to leave the petting zoo.

- Do not play with the animals' water or food, including putting anything in them.

RIDES (IF APPLICABLE) ESTIMATED RIDES PER HOUR: 

The number of rides we can provide varies, as parents often request time for pictures after their child's ride. The total rides offered per hour depends on the duration of each parent's photo session. I

IMPORTANT NOTE: Our services are not priced per child. However, we cannot be held responsible if you underestimate the total number of children at your event. We can accommodate approximately 20 children per hour for each pony or horse. If you require an additional pony or horse to accommodate more children, we may be able to add one (if available) at the current rate, but this decision must be made in advance. Consider extending the time or adding pony or horse if needed. Please understand that we may not be able to extend our stay beyond the scheduled time on the day of your party, as we often have subsequent bookings.

RIDE WEIGHT LIMIT:

 Our ponies can accommodate up to 120 pounds- full-size horses up to 175. We do not accept riders over 175 pounds.  Full-size horses are for adults and children over 5 years old only. Children under 5 are not allowed to ride a full-size horse.

Warning : Under the Michigan Equine Activity Liability Act, an equine professional is not liable for an injury to or the death of a participant in an equine activity resulting from the inherent risk of the equine activity.

Note: If requested, our ponies and horses come decorated with ribbons. Please contact the event manager to request specific decorations. 

PONY OR HORSE COLOR SPECIAL REQUEST

We welcome special requests for pony or horse colors, please understand that as we work with live animals, adjustments may be necessary. Regrettably, we cannot guarantee a specific color request for a pony or horse.

FACE PAINT (TEMPORARY TATTOOS) AND OR TWISTY BALLOONS :

We provide stencils, or twisty balloons (simple one-balloon design, dog, hat, sword). If available, you may choose to upgrade to face paint for $100 additional cost. One person can accommodate a total of 15 faces and balloons an hour. If you anticipate more than 15 children, we suggest you purchase an additional 30 minutes to accommodate all children. Please call reservations before the day of your event and discuss this option if you feel it's necessary. 

WEATHER POLICY: 

Your party will not be canceled due to rain, as we provide tents for inclement weather (unless high winds prevent safe use). However, we reserve the right to cancel if we deem it unsafe to host the party, such as in the case of tornadoes, thunderstorms, extremely high winds, or unsafe driving conditions with our trailer due to weather. If you choose to cancel, you may transfer your deposit to another available day. However, rescheduled blackout dates will apply.

TENTS:

Please be aware that our tents are designed to cover animals. During winter months when the temperature is below 40 degrees, we bring heated tents. We have 10 x 10 or 10 x 20 canopy tents for petting zoo animals, but high winds may prevent their safe use. If you need a tent for your guests or to walk the pony under insurance against rain, contact our reservations department for assistance in reserving a tent.

WE GUARANTEE YOU WILL HAVE ENTERTAINMENT IF YOU REQUIRE IT: 

Our guarantee to you is “we will not leave you without entertainment” In the event of inclement weather, you may choose to convert your package to our Zootopia package, as it may be easily performed inside your home, garage, or basement. This package includes 1 mini petting zoo (6-8 small animals)– bubble machine (we do not recommend the bubble machine set up indoors) – music – lawn games. Your price will be adjusted accordingly. * Please note the exception to this is if we have an emergency and are not physically able to attend your event due to circumstances beyond our control. In this case, we will refund your deposit paid in full. 

CHAMBERLIN INITIATED CANCELLATION: 

CHANGES TO YOUR PARTY: 

FREE "EXTRAS" GUARANTEE:

We guarantee we will include the following free extras to make your party a memorable event: If we neglect to include any of the following free inclusions, we agree to refund $25. We may need to restrict the free inclusions if the children attending the party are damaging the equipment or causing harm to themselves or others including our animals. The equipment requires a minimum space to set up, if the client has not provided sufficient room to set up the equipment there will be no refund given. ** Please note: There will not be a credit issued if you choose not to have the "free" items included in the package. 

Lawn games - We will bring 1 assorted lawn games. Please note exact games may vary and games are not attended by Chamberlin staff. Bean bag or ball toss, child horseshoe game, "Rope a Steer" - (Straw Bale, Steer head, ropes) for cowboy theme.
Bubble machine - Will stay on for a minimum of ¾ of the total party time - unless it is necessary to shut it down to prevent damage to the machine or children due to unattended children.
Ribbons or decorations on the pony or horse - (as requested and specifically described in your invoice)
Food for the animals - Please note if you have more than 20 children in the party, we will need to restrict the amount of food we provide for the animals. This is for the animal’s safety. Please note, we do not provide food for our mini petting zoo including ducks, chickens and bunnies.
Tent - We include a 10 x 10 tent for the mini zoo and a 10 x 20 (or two 10 x 10) tents for the complete petting zoo. Please note, we do not set up the tent unless it’s necessary in inclement weather, or if the client specifically requests it and it is noted on your invoice that you request it regardless of the weather. Please note we set up heated tents IF the temperature is below 40 degrees.
Tarp - We include a tarp for inside events set up if noted on your invoice. Or if the client requests a tarp is put down to prevent soiling the concrete or lawn.
Music - Please note the music we use is not intended to be heard throughout the entire party area. It is set up near the petting zoo or face paint and balloon area as background music and we use a small iPod or similar.

INSURANCE FOR YOUR EVENT:

Your event is automatically covered in our event manager's insurance policy. If your event is taking place in a nonresidential location such as a park, city property, municipality, or school and the venue requires "proof of insurance", we will provide a Certificate of Insurance at no extra charge. However, if you require to be listed as an additional insured on the policy, this will incur additional insurance coverage expenses which will be the client’s responsibility and will be added to the total invoice."

SAFETY: 

Our clients are required to ensure a safe event environment for our staff and animals. If any threats are perceived, we reserve the right to end the event and leave promptly. In such cases, full payment will be required, and no refunds or credits will be provided for future events.

FINAL PAYMENT:

Company policy requires our event managers to collect your balance in full (cash payment) BEFORE they offload the animals. Please have cash payment ready upon arrival. 

CASH ONLY:

If you must pay with credit or debit you must contact the event manager at least 3 business days prior to your event and a service fee of 5% will be applied. No checks will be accepted unless prior agreement has been made with your event manager. 

LATE ARRIVAL DUE TO UNFORESEEN CIRCUMSTANCES: 

Please note, that we make every effort to accommodate your party time. If your party is delayed due to circumstances beyond our control, you will be given the choice of rescheduling your event, or you may cancel your event and use your $50 deposit toward another party or event. No discount allowance will be given for late arrival due to circumstances beyond our control. 

PARKING FEES:

Any parking fees incurred by the entertainer(s) must be fully validated and/or reimbursed by the client. This amount can be added to the initial booking or paid directly to the event manager the day of. If the scheduled event manager has access to “free parking” but this requires a long walking distance to get to the venue, the event manager may opt to park in a closer area that requires payment. In this case, the client is still responsible for reimbursing any parking fees incurred. If the client is unable to save a close parking spot and the event manager must park far away from the venue this may result in a late start time and the event manager may not be able to make up the time after if he/she is scheduled on another event immediately after. In this case, the client is still responsible for the entire amount due even if the event manager was unable to stay the allotted time 

PERMITS & LICENSES: 

Client shall assume all costs for any and all permits and or licenses required by local ordinance. There is no refund if a client fails to check ordinances or obtain proper paperwork and services are unable to be rendered. 

RIGHT TO REFUSE SERVICE: 

Our staff and their safety are of utmost importance to us. If your event manager feels at any given time that their safety or the safety of their staff, animals, or equipment has been comprised or if they have entered into a volatile situation, are abused physically, emotionally, and/or sexually harassed in any way, we have the right to refuse service and have instructed our staff to exit the premises immediately in such a case. You will not be refunded any deposits you have made in the event that this occurs, and you may be charged for the time the performer has already performed. 

STAIRS: 

Multiple stairs can be an issue. Please let us know if you have any stairs and we can consult on the best option. For lots of stairs, if we deem it possible, then there will be a surcharge as setup will be much more time-consuming. Technically the charge is for the extra time that we use to set up and pack up to allow us to remain on schedule. Ponies cannot walk down a staircase as well as some of our petting zoo animals 

SET UP TIME:

 We allow 30 minutes to set up our Complete Petting Zoo package. Any additional setup time beyond 30 minutes will be deducted from the allotted time to keep your entertainer(s) running on time for later shows. In the case of an extremely difficult setup, the entertainer might have to end early as well to allow for packing up time to remain on schedule for events booked after yours. A typical setup is about 4-5 school bus lengths with minimal stairs or obstacles (street to the backyard of a house, school parking lot down to a classroom). If you think your setup might not be typical, just ask! It’s much better to be prepared and arrive extra early than have trouble and run late during your event. 

SOCIAL MEDIA: 

We reserve the right to use photos and videos of you and all guests from your event for our business marketing, website, social media, and any and all other uses to promote our business. If you or a guest do not wish to have your photos or video used please inform us in writing of the name and be sure we are clear who the guest is so we can make all reasonable efforts to ensure they are not used. 

MICHIGAN STATE AGRITOURISM LAW

Please review the terms outlined in the Chamberlin invoice before proceeding. By engaging Chamberlin's services, you are acknowledging and agreeing to adhere to the regulations stated in the Michigan State Agritourism law. According to this law, agritourism activity providers are not liable for any injuries or fatalities sustained by participants during the activity. If you are not comfortable with these terms, please refrain from participating in the activity.

WARNING: Under the Michigan equine activity liability act, an equine professional is not liable for an injury to or the death of a participant in an equine activity resulting from an inherent risk of the equine activity.

LAW HOLD HARMLESS AGREEMENT

“Chamberlin Pony Rides and Mobile Petting Zoo LLC ” and/or the OWNERS, as well as any of its affiliates, including any employees and/or event managers, independent subcontractors, subcontracted companies or any other persons from and against any and all liability and/or any losses, costs, damages, expenses, including attorney’s fees, on account of any and all lawsuits, claims, including claims of any trademark or copyright infringement(s) or claims for personal injury, illness or death. 

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By accepting and performing a job for Chamberlin, you agree to the Non-Compete Agreement, and we commit to upholding our part of the agreement. Please ensure you fully understand the terms before starting your 2025 season. Any manager found stealing jobs from Chamberlin will face immediate termination of all teams under their supervision.

NON-COMPETE AGREEMENT

THE PARTIES This Non-Compete Clause ("Clause") is entered into between Chamberlin Pony Rides LLC ("Company") and the undersigned Event Manager ("Manager").

OWNER: CHAMBERLIN PONY RIDES LLC (“Owner”) Shall have ownership of this Agreement under which:
RECIPIENT: EVENT MANAGER (“Recipient”) shall be bound to the covenants mentioned in this Agreement.
The Recipient shall be bound to this Agreement, specifically, the terms of this Agreement for:

Start Period: First event date worked

End Period: Upon termination of their relationship with the Company

This Non-Compete Clause ("Clause") is entered into between Chamberlin Pony Rides LLC ("Chamberlin") and the undersigned Event Manager ("Manager").

**Purpose**: The purpose of this Clause is to protect the integrity of the Company’s client relationships and prevent the unauthorized solicitation of its clients.

**Non-Solicitation**: The Manager agrees not to directly or indirectly solicit, contact, or attempt to book any client of Chamberlin for personal gain or on behalf of any other entity during their relationship and ending upon termination of their relationship with the Company.

**Consequences of Violation**: Any Manager found to be in violation of the non-compete agreement by attempting to book a Chamberlin client will face immediate termination from all future assignments with no prior notice. They will not be eligible to reinstate their position with Chamberlin at any future date.

**Multiple Teams**: For Managers overseeing multiple teams, any violation of this agreement will lead to the reassignment of all events under their management to other dedicated, loyal Chamberlin managers.

**Zero-Tolerance Policy**: The Company has established a firm zero-tolerance policy regarding customer poaching for the year 2025 and beyond.

2025 Event Manager Policy & Procedure Manual

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