Membership terms and conditions

• Some of our membership benefit are changing from 2025 Due to recent updates in the regulations, as an organisation dedicated to charitable endeavours, we regret to inform you that we are no longer able to provide certain membership benefits, including complimentary Rex Express train rides and On Safari Golf sessions per visit from 1st January 2025. Your understanding and continued support are greatly appreciated as we navigate these changes to better fulfil our charitable mission.
• Your membership is for you to use and you only, this can not be transferred or loaned to anyone else.
• Misuse of your membership or membership card will result in the account being terminated and no refunds will be issued.
• Memberships have a 12-month minimum term.
• Memberships are non- refundable; you can use your membership as often or as little as you like. If you are unable to use your membership this will not be refunded.
• We must have a valid email and contact number for the membership.
• All memberships must have a photograph of the member for security.
• If you lose your membership card there will be a £5.00 charge.
• Priority parking is not included in your membership.
• Passes are non-transferrable and can only be used by the named person on the membership.
• Blue Peter Badges cannot be used in conjunction with memberships.
• Entrance to the zoo is valid from the membership start date you have selected.
• After purchasing, an activation email will be sent to you. You’ll need to use this to activate your membership and validate your passes. If you don’t receive it, please check your junk/spam mail.

• Your direct debit membership will start from the day you pay in initial payment. Annual payments will commence on the day you selected.
• When signing up for a direct debit (monthly) membership, you will be asked to pay an initial payment upfront, and the direct debit payment will start imminently.
• Your direct debit must come out within 30 days of first initial payment.
• We hold the right to change direct debit agreements at any time with a 14-day notice period via the email provided at purchasing.

• Unlimited entry to Hertfordshire Zoo for the membership card holder.
• 10% off in our catering and retail outlets (on presentation of your paid membership card, excluding Under 2).
• Free monthly E-Newsletter (Zoo News).
• 10% Discount on animal experiences & animal adoptions (please note this offer cannot be used in conjunction with any other offer including Black Friday and Cyber deals).
• NEW BENEFIT: Shared zoo access programme – one entry to each of the following UK zoos:
• Chester Zoo
• Marwell Zoo
• Twycross Zoo
• Noah’s Ark Zoo
• Bristol Zoo
• Banham Zoo
• Africa Alive
• Wild Planet Trust (Paignton Zoo)

• Benefit discounts only apply to paying members.
• We reserve the right to withdraw members benefits at anytime.

• Upgrading your day ticket to an annual membership must be redeemed within 7 days of your visit to be eligible for a refund of your day tickets.  Receipt of your day ticket must be retained for proof of purchase and must match annual membership purchase.  Start of your membership will commence from the date of your original visit.  Please email info@hertfordshirezoo.com to upgrade to a membership.
• Upgrades are not applicable to our direct debit scheme.

• You can cancel your membership and receive a refund if you notify us within 14 days of purchase.

  However, if you’ve used your membership benefits during this 14-day “cooling-off” period, any refund will be subject to deductions:

  • For tickets you’ve used, we’ll deduct their cost based on our standard gate prices.
  • For unused benefits, your refund will be proportional to the remaining months of your membership.

  Please note, if you cancel your membership after the 14-day cooling-off period, you will not be eligible for a refund.

• Direct debits memberships cannot be cancelled prior to the agreed contract length that you have signed up for and the last payment has been made. A contract may be cancelled once the final payment has been made; this requires 14 days’ notice in writing (e-mail).

• Missed and unpaid Direct debits will result in a £10.00 unpaid fee, plus any outstanding payments, this must be paid before entry to Hertfordshire Zoo.
• Direct Debit payments will show as Hertfordshire Zoo.

• Memberships must be shown to gain entrance to the Zoo, and to obtain your 10% discount. Failure to produce membership cards on 3 occasions will incur a £5 admin fee.
• Misuse of memberships may result in your membership being terminated.
• Under 2s entry is free however they will still need a valid membership with any adult or child memberships purchased. On the child 2^nd birthday, a child’s membership or day ticket should be purchased.
• Children under 2 years of age will not fall under our membership extension policy.
• Hertfordshire Zoo reserves the right to refuse entry or remove any person from the premises.

• A free carer membership is available to guests who cannot visit the zoo independently and require the support of another person to assist them during their visit.
• To qualify for a free carer membership, you must present official paperwork form documentation that confirms your need for support.
  • Accepted documentation (one of the following):
    • Personal Independence Payment (PIP) – award letter showing Daily Living or Mobility component
    • Disability Living Allowance (DLA) – Care or Mobility component
    • Attendance Allowance
    • Access Card with +1 symbol – issued by Nimbus Disability
    • Letter from a medical professional (e.g. GP or consultant), dated within the last 12 months, clearly stating the requirement for a carer to support you during public outings (this does not include diagnosis letters)
    • Social Services care package documentation confirming formal support needs

    Please note: Documentation must clearly state that you require support or supervision.

    *Please note physical documentation must be provided.  Screenshots on mobile devices will not be accepted.

• For more information please click here

• Hertfordshire Zoo may open/close earlier at any time without notice, including any facilities/areas without notice. We may need to close a facility or part of it for repair/refurbishment on the grounds of health and safety or improving customer service without notice. No refunds will be given.
• Your membership does not give you priority over other users.
• Memberships benefits are reviewed annually and are subject to change, this will be announced via email.
• Membership cards must be shown to gain entry.
• Please be aware of our seasonal opening times.  We open at 9:30am until 4:30pm in our winter months, and 5:30pm in our summer months.

Your membership gives you unlimited entry to Hertfordshire Zoo during our standard daytime opening hours, plus a range of exclusive discounts and benefits.

Please note that special ticketed events (such as evening openings, after-hours experiences, and seasonal events) are not included in annual memberships. These events take place outside of our usual opening hours and involve additional entertainment, staffing, and resources, so a separate ticket is required for all guests, including members.

We’re committed to making these events memorable and unique, and your membership continues to support the care of our animals and conservation work all year round.

• Standing order monthly payments are no longer available for purchase.
• For any current standing orders the following terms and conditions apply:
  • Minimum 12 month contract (an initial payment of 3 months membership is required on activation with a minimum 9 payments to follow)
  • After 12 months the agreement will carry on until you cancel your membership in writing, giving at least a months’ notice, and the membership card is returned
  • Late or missing payments after 3 consecutive months will result in cancellation of the membership, an administration fee may apply.