Terms & Conditions

• Attractions, shows, talks, events and rides can be temporarily withdrawn or closed without notice for a variety of reasons (e.g. technical or operational issues, essential maintenance work/repair, improvements, animal sickness or other welfare concerns, inclement weather, or power failure); the Directors reserve the right to close all or parts of the Zoo as deemed necessary and under these circumstances refunds cannot be given.
• We are a cash free site.
• Roller skates, rollerblades, skateboards, bicycles, scooters and Heelys roller shoes are not allowed on site.
• No dogs/pets are allowed on the premises (including left in cars).
• Guide/Service/Assistance Dogs may be permitted, please contact us via email info@hertfordshirezoo.com for further information.
• BBQs are not permitted.
• Permission must be obtained for all filming and photography for commercial purposes.
• Hertfordshire Zoo reserves the right to refuse entry into, or remove from the premises, any person. This includes, but is not limited to, a person who:
  • Has behaved in a manner which, in the opinion of Hertfordshire Zoo, has, or is likely to, adversely affect the animals at the zoo or the safety or enjoyment of other visitors.
  • Has used threatening, abusive or insulting language or behaviour, or in any way provokes or behaves in a manner which may provoke a breach of the peace or may disturb animals.
  • Is, or appears to be, under the influence of drugs or alcohol.
• By purchasing a ticket to Hertfordshire Zoo, visitors agree to:
  • Keep their voices and mobile telephone volumes low.
  • Not attempt to enter animal enclosures or feed animals (except during a supervised Experience).
  • Not bang on glass or put any body part through railings or fencing.
  • Not film or take photographs for public broadcast, commercial purposes or student projects unless authorisation has first been obtained from Hertfordshire Zoo.
  • Not throw any article which could cause injury or annoyance to visitors or animals.
  • Not smoke, use electronic cigarettes or vape anywhere other than the Zoo designated smoking areas.
• Hertfordshire Zoo reserves the right to amend pricing and opening times entirely at its discretion and without prior warning.
• Hertfordshire Zoo cannot guarantee that all animals will be on show throughout the day – for various reasons, including animal welfare, certain animals may be off show to the public without prior notice.
• Entry to Hertfordshire Zoo includes our World of Dinosaurs & World of Animals.
• Please note: Photos and videos may be taken for advertising purposes during your visit. Although we focus on our Animals and Wildlife on site, we may capture people in some shots. Please make the Media Team aware if you have any concerns, or email info@hertfordshirezoo.com

• To avoid disappointment due to venue capacity we strongly recommend purchasing your Day Tickets online 3 – 7 days before your visit.
• If tickets are sold out online, tickets CANNOT be purchased at the gate.
• Please check the date on your ticket is correct and consider carefully how many you require before paying as tickets are non-transferable and non-refundable.
• When your booking has been confirmed your tickets will be dispatched electronically to the email address you have provided – it is your responsibility to check before purchase that the information you have supplied is correct as Hertfordshire Zoo is only responsible for issuing E- tickets in accordance with the information you have provided
• E-tickets cannot be used in conjunction with any other promotions, discounts or other tickets (including 2 for 1 offers etc).
• E-tickets cannot be re-sold.
• Day Tickets cannot be refunded or transferred due to adverse weather conditions (e.g. wet, windy or exceptionally hot weather), unless the Senior Management Team deems the Zoo unsafe or inaccessible and the Zoo has to be closed.
• Any additional guests wishing to enter with an E-ticket holder will need to purchase their own ticket at the full admission price.
• Free Carer Tickets A free carer ticket is available to a paying guest who cannot visit the zoo independently and require the support of another person to assist them during their visit. Each eligible guest is entitled to one complimentary carer ticket. Tickets for any further additional carers can be purchased at our ticket office on the day of visit for a cost of £20. Please note Under 2 year olds will not qualify for a free carer. Who Qualifies?

  Carer tickets are specifically for visitors who require support due to a disability, medical condition, or other access need that makes independent attendance difficult or unsafe.

  To qualify, you must present official documentation that confirms your need for support.

   

  Accepted Evidence (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
  • Social Services care package documentation confirming formal support needs

   

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

   

  Important Notes

  • A Blue Badge or general proof of disability is not sufficient on its own, unless accompanied by one of the accepted documents listed above.
  • We do not retain copies of personal documents. Please be prepared to show your evidence upon entry.
  • Carer tickets cannot be used without the accompanying guest who requires assistance.
  • If you’re unsure whether your documentation qualifies, feel free to contact us before your visit.

   

  Booking a Carer Ticket

  Carer tickets can be:

  • Booked online (please add a ‘carer ticket’ to your basket and confirm you’ll bring valid evidence), or
  • Requested on the day at the gate (subject to providing valid documentation)

   

  If you have any questions or access requirements, please email us at info@hertfordshirezoo.com or call 01992 470490 We’re happy to help you plan your visit.

• Hertfordshire Zoo reserves the right to withdraw or alter discounts and promotions at any time without prior notice
• E-tickets do NOT need to be printed as they can be scanned from your electronic device.
• Children under 2 years old are entitled to free entry. Children aged 2 years and over will need to purchase a child day ticket or Membership (please note, this will be valid for 12 months from the date of purchase). Children Under 2 years will not fall under our Membership Extension Policy. Proof of age will be required.

Hertfordshire Zoo is committed to the security of your personal information. We have security procedures in place to protect the loss, misuse or alteration of information under our control.

Hertfordshire Zoo makes every effort to maintain customer confidentiality when securing online payments, ensuring the security of your credit card details and other personal information. To protect you against credit card fraud you will be asked to enter the unique security code printed on the reverse of your payment card. Payment will be taken from your payment card when your order is successfully completed online. Additional security questions or OTP may be required from your payment issuer. Please note: We do not accept payment by American Express.

• Please ensure that when submitting an order all the information you provide is correct and complete; if you need to amend the information provided please inform Hertfordshire Zoo immediately as we can only process orders based on the information you have provided.
• Hertfordshire Zoo will make every effort to ensure the prices and charges listed at the time of order are accurate, but cannot accept liability if the information displayed is incorrect; in the event that an error is made you will be informed via email (to the email address you have provided) of the correct price or charge and we will ask whether you wish to proceed with your order. If Hertfordshire Zoo does not receive confirmation from you within 7 days your order will be cancelled.
• All items are supplied subject to availability; if Hertfordshire Zoo is unable to supply ordered items within 28 days we will inform you that this is the case and a refund or suitable alternative will be offered (delays may occur due to unforeseen circumstances, unavailability of specific items or other factors outside Hertfordshire Zoo’s control).

• Tickets for online raffles and competitions are non-transferrable and non-refundable
• Hertfordshire Zoo cannot be held liable for any costs including (but not limited to) travel expenses or pre-booked accommodation costs (with other providers) incurred by the participant in the event of a cancellation
• Hertfordshire Zoo is licensed and regulated in Great Britain by the Gambling Commission
• The responsible company for the raffle is Hertfordshire Zoo
• All draws are promoted by Hertfordshire Zoo, White Stubbs Lane, Broxbourne, Herts, EN10 7QA
• Your purchase of raffle tickets is from Hertfordshire Zoo (“the Promoter”), solely in accordance with the terms under which Hertfordshire Zoo from time to time promotes its Raffles
• The Promoter may change or update these Raffle Terms and Conditions and/or the prize fund at any time and raffle players (the “Players”) are invited to regularly check the Hertfordshire Zoo website for updates
• These terms and conditions are governed by, and construed in accordance with, the law of England and Wales

Playing the raffle:

• You must be 18 years of age or older to enter any Hertfordshire Zoo raffle. Entries are not to be sold by or to anyone under the age of 18. It is an offence to play or enter a lottery under the required entry age.
• The Promoter may (without giving any reason or notice at its absolute discretion) decline to accept an entry or suspend the raffle.
• The Promoter’s decision once made is final and binding.

Draws and Prizes:

• The prize winner will be selected at random
• Winners will be notified by phone or email within 14 days of the draw

Age Verification:

• In entering the raffle you represent and agree that:
  • You are 18 years of age or over;
  • You will not buy or purport to buy an entry ticket to the raffle on behalf of anybody under the age of 18; It is an offence to enter or play any lottery under the entry age.
  • You will provide accurate entry information, including your name, postal address, email address and telephone number and accept that it is your responsibility to keep us informed of any changes as soon as they arise.

Responsible Gambling:

• Hertfordshire Zoo is committed to ensuring that information about how to gamble responsibly and how to access that information and help is readily available to all. If you feel you have a problem with gambling visit begambleaware.org or call the National Gambling Helpline on 0808 8020 133.

• Day tickets are not included with this experience and must be purchased separately.
• Please note, all animal experiences have a minimum age requirement and proof of age may be required (age limits are clearly stated on our website, promotional literature, gift vouchers and booking confirmation).
• Children aged 5-9 years must be accompanied by a participating adult to be able to complete their experience.
• Children under the age of 14 must be accompanied onsite by an adult.
• Animal experiences MUST be pre-booked and due to high demand, we advise you to book well in advance to avoid disappointment.
• If bookings are to be made via a voucher, the experience must be taken before the expiry date; extensions to expiry dates can only be given at the discretion of the issuing company and administration charges may apply.
• Monetary vouchers can be used towards any of our Animal experiences (subject to availability)
• Cancellations 1–14 days before the event will incur an administration fee of £25 per participant per experience; Experiences/Events can only be re-scheduled once
• Cancellations made on the day will result in loss of the experience/event with no refunds/rebooking allowed
• All animal experiences & monetary vouchers are non-refundable.
• Extensions or refunds will only be considered in exceptional circumstances, and any refunds agreed can only be made to the card the experience was originally purchased with (exceptional circumstances include serious illness, injury, bereavement, jury service, mechanical breakdown or severe travel delays – proof may be required and exceptional circumstances do not include inclement weather, work commitments etc).
• Vouchers purchased through a third party will carry their own terms and conditions; please ensure you have read these thoroughly before booking
• Hertfordshire Zoo reserves the right to alter any Experience at any time due to animal welfare, extreme weather conditions or changes to our collection, but we will try to ensure the activity is replaced with a similar task. Full or partial refunds will not apply.
• Hertfordshire Zoo reserves the right to change or cancel any booked dates for reasons such as extreme weather conditions or animal welfare – under these circumstances, we will endeavour to notify you as soon as possible
• Hertfordshire Zoo reserves the right to remove any experience from an offer without notice
• Please advise our Administration Team if the participant has any disabilities or additional needs so we may advise appropriately and try to adapt the Experience accordingly
• We wish all visitors to have the opportunity to participate in animal experiences. However, it may not be possible to make the specific adjustments required to provide a safe and pleasurable experience. In these instances, we reserve the right to cancel and refund any booked animal experience, on the day, if we feel it would be unsafe to continue.
• Photographs and video footage may be taken whilst participating in an Experience (spectators can watch from a safe distance from outside the enclosures but will not be allowed access “behind the scenes” during keeper experiences)
• A valid Tetanus vaccination is advisable although not compulsory
• Experiences must be booked and taken within 12 months of purchase. Extension fees will apply.

• • Once purchasing your membership, an activation email will be sent to you to begin your memberships. Please check your junk/spam mail for this as your passes will not be valid until these have been activated.
  • When activating your memberships, you will be required to add a photo and the name for each member, including any required documentation.
  • Carer passes can only be used when accompanying the additional needs/disabled member (age 16 years and over), Young Carers will be required to provide clarification to be eligible to have the Carer Membership.
  • An additional carer will be charged at a discounted rate. Clarification will be required for any 2:1 member.
  • Blue Badges MUST be displayed at all times.
  • Passes are non-transferrable and can only be used by the named person on the membership.
  • Memberships cannot be transferred.
  • Name transfers cannot be made both with Annual Memberships and Standing Order Memberships.
  • Passes found to be used fraudulently, will be confiscated and cancelled without a refund.
  • Membership Cards 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 per card placement fee.
  • Lost membership cards incur a card replacement fee of £5 each.
  • A photo must be supplied for each member including Children under 2 years. (members@hertfordshirezoo.com)
  • Hertfordshire Zoo reserves the right to refuse entry into, or remove from the premises, any person
  • It is your responsibility to check prior to purchase that the information you have supplied is correct. Hertfordshire Zoo is only responsible for issuing memberships in accordance with the information you have provided.
  • Any additional guests wishing to enter with an annual member will be required to pay full admission online in advance.
  • Children under 2 years are free. Proof of age will be required (Birth Certificate or Passport). This membership will expire the day before their 2nd birthday.
  • Children age 2 years and over will need to purchase a Membership, please note this will be valid for 12 months from the date of purchase.
  • Children Under 2 years will not fall under our Membership Extension Policy.
  • ALL Children MUST be added onto your Membership Account, this includes Children Under 2 years. This Membership will expire the day before their 2nd Birthday.
  • Benefit percentage discounts apply to paying members only and do not apply to under 2’s memberships.
  • Memberships are non-refundable as these are for a contract of 12 months.
  • Your Memberships will begin on the date of your first payment.
  • Entrance valid from the start date you have selected.
  • Membership Cards will only be posted if P&P has been applied, alternatively memberships will be sent via email.
  • Priority Parking is not included in your Membership.
  • 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 day ticket must be retained for proof of purchase.  Proof of purchase receipt must match annual membership purchase.  Start of your membership will commence on the day ticket visit.

  Standing Order Monthly Payments are no longer available.

  *In addition, these terms apply to our current Standing Order Memberships only

  • 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.

  Your right to cancel your  annual membership
  If you tell us that you have changed your mind about your membership within 14 days of purchase we will cancel your membership and give you a refund. The refund may be subject to deductions if you have used your membership during the 14 day period.
  If you cancel your membership within the 14-day cooling-off period after using it, we will deduct the cost of used tickets from your refund based on our gate price. For unused benefits, the refund will be pro-rata’d for the remaining months.
  You are not entitled to a refund if you cancel your membership after the 14 day cooling off period. Refunds do not include Postage & Packing.

Hertfordshire Zoo reserves the right to amend our terms and conditions at its discretion and without prior warning

Events can be cancelled or closed without notice for a variety of reasons (e.g. technical or operational issues, animal sickness or other welfare concerns/safety problems, inclement weather, power failure etc).

Senior managers reserve the right to close all or part of the zoo, as deemed necessary, and under these circumstances, refunds cannot be given.

Please click the below to download our Group T&C’s

Group Booking Terms and Conditions