Terms and Conditions
If at any time you wish to make a complaint about your experience of Twycross Zoo, please log your complaint to firstname.lastname@example.org and a member of the team will be back in touch as soon as possible.
The safety and wellbeing of our animals, staff and visitors are paramount and in extreme circumstances such as a global pandemic we reserve the right to close certain areas of the zoo or the whole zoo itself.
Tickets are valid only for the date booked. Tickets are non-transferable and non-refundable however we have introduced exceptions to this rule in light of the current situation around covid-19.
In the event of one of the reasons below we will endeavor in the first instance to move your booking contact a member of our Guest Services Team on email@example.com or 01827 880 250 to discuss this further:
- You have tested positive for Covid-19 or are awaiting test results
- You are experiencing symptoms of Covid-19 including but not limited to a high temperature, continuous cough and/or loss of taste and smell
- A member of your household has tested positive for Covid-19 or is displaying symptoms
- You reside in a tiered zone with travel restrictions
Please be aware that you may be asked to provide evidence of the above.
If you have booked tickets to Twycross Zoo as a social bubble of up to 6 people and one or more members of the bubble have been affected by the above reasons, please contact our Guest Services team to make arrangements to the tickets relating to those persons. If you have not been in contact with those persons in the last 14 days you are still welcome to visit Twycross Zoo. If you have been in contact with those persons, please contact our Guest Services Team.
If you arrive at Twycross Zoo as a group larger than 6, please be aware that members of your party will be asked to leave and/or your entire party will not be permitted entry and will be asked to leave the site and no refund will be given. Normal terms and conditions still apply.
Where you have selected a specific date to visit the Zoo when purchasing your ticket and we are subsequently unable to accommodate you on that date for any reason other than your failure to comply with these Terms, we will use reasonable endeavours to agree an alternative date with you.
(a) where the Service’s correct price is less than the price stated on our Site, we will charge the lower amount; and
(b) if the Service’s correct price is higher than the price stated on our Site, we will contact you by email to the email address provided at the time of placing your order as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Service at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process within a reasonable period of time, we will treat the order as cancelled and notify you by email.
If we are in a position such as a global pandemic (e.g. Corona Virus) then it is at the discretion of the zoo to defer any experiences and Birthday parties to be rearranged for a later date. If you have an experience booked then please contact us via email firstname.lastname@example.org and we will endeavour to respond as soon as we can to book in another date with you to be used prior to 31st December 2020. All of our experiences are limited and therefore are subject to availability.
In the event that we have to reschedule any Encounter Day to a different date and you are unable to attend the rescheduled date we reserve the right to cancel your booking.
Twycross Zoo reserves the right to withdraw, change or cancel these terms and conditions at any time.
Twycross Zoo uses your personal data to administer your account, process your orders and provide confirmation and information about the products and services you have requested from us.
Twycross Zoo uses WorldPay to process online purchases. WorldPay uses a combination of established techniques and encrypted and digitally-signed protocol to protect the security of your personal data. When you enter the booking pages of our website, you enter secure pages (indicated by the letters https:// in the web address bar and/or a padlock symbol displayed in your web browser).
Stay Play Explore
For the full terms and conditions of Stay Play Explore, please visit the Go Leicestershire website.
Twycross Zoo does not store any payment information.
For more information about how we process and use your data, please click here.