Terms and Conditions

Please read these terms and conditions carefully.

 

This page (together with our Terms of Use and Privacy Policy) tells you information about us and the legal terms and conditions (Terms) on which we sell and you may purchase admission tickets and other services (Services) listed on our website (Site) to you, including but not limited to Twycross Zoo Admission Tickets, third party tickets, Twycross Zoo Memberships, Twycross Zoo animal adoptions, Twycross Zoo Animal Encounters and Experiences, gift tickets, and special events.

 

These Terms will apply to any contract between us for the sale of Services to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Services from our site.

 

By completing an order on our Site you are accepting these Terms. If you refuse to accept these Terms, you will not be able to order any Services from our Site.

 

You should print a copy of these Terms or save them to your computer for future reference.

 

We amend these Terms from time to time as set out in clause 20 (Our Right to Vary These Terms). Every time you wish to order our Services, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were most recently updated on 29th April 2024

 

These Terms, and any Contract between us, are only in the English language.

 

INFORMATION ABOUT US

 

1.1            We operate the website www.twycrosszoo.org. We are Twycross Zoo – East Midland Zoological Society LTD, a company registered in England and Wales under company number 01060956 and with our registered office at Norton Grange, Norton-Juxta-Twycross, Atherstone, Warwickshire, CV9 3PX. Our main trading address is at Twycross Zoo
Burton Road, Atherstone, CV9 3PX (the Zoo). Our registered charity number is 501841.

 

1.2            If you have any questions or any complaints, please contact us. Our details can be found here.

 

HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

 

2.1            Our order and booking process allows you to check and amend any errors before submitting your order or booking to us. Please take the time to read and check your order or booking at each page of the order process. If you wish to make any changes to your order, booking or information provided once you have already placed an order, please contact us on information@twycrosszoo.org. However, we cannot guarantee that we will be able to act on any request changes immediately.

 

2.2            When you place an order or booking through our Site, this will be an offer by you to purchase those items displayed in your shopping basket.

 

2.3            After you place an order or make a booking through our Site, you will be provided with an order or booking reference number, which you should retain. We will confirm our acceptance of your order or booking to you by sending you an email that contains your order or booking reference number (where applicable), confirms the details of the cost of your order or booking, any delivery or postal charges (where applicable), together with other important information about your booking or order (Confirmation). Once your order is complete, payment will be taken from your card at which point the Contract between us will be formed.

 

2.5            You should print out and retain your Confirmation email in the event that you need to contact us about your order or booking.

 

NON-CANCELLATION

 

3. Please note that once you have placed an order or made a booking on our Site, you will be unable to cancel your order or booking and all Services on our Site are non-refundable except for in exceptional circumstances.

 

TICKETS

 

4.1            All admission tickets purchased on our Site entitle the holder to access the Zoo subject to these Terms.

 

4.2            The prices of all tickets are as quoted on our Site from time to time in accordance with clause 21 (Price of Services and Delivery/Postal Charges) and must be paid in advance at the time of booking in accordance with clause 21.6. Please note that all ticket prices quoted on our Site apply when purchasing through our Site only.

 

4.3            For the purposes of ticket purchases, the following definitions which are used on our Site shall apply:

 

(a)      Adult means a person aged from 18 years old to 59 years old inclusive;

 

(b)      Carer means a person who accompanies a Disabled person for the purpose of providing them necessary support and assistance with accessibility to the Zoo;

 

(c)       Child means a person aged from 3 years old to 17 years old inclusive;

 

(d)      Concession means a Senior Citizen aged 60 years old or over, or a Student with a valid NUS Card;

 

(e)      Disability means a physical or mental impairment that has a substantial and long-term negative effect on a person’s ability to do normal daily activities within the meaning of the Equality Act 2010 and Disabled shall be construed accordingly;

 

(f)       Admission tickets including voluntary gift aid donation price means the price for an admission ticket to Twycross Zoo plus an optional 10% donation towards our conservation work which enables us to claim Gift Aid from HM Revenue & Customs on the price of your ticket in accordance with clause 7 below;

 

(g)      Group means a group of 10 or more people, including Adults, Children, Senior Citizens or Students;

 

(h)    Infant means a child aged 2 years old or under;

 

(i)     Senior Citizen means a person aged 60 years old or over;

 

(j)      Student means a person who is in full time education and holds a valid and current NUS identity card which shows they are a student.

 

(k)  Educational Establishments includes Ofsted registered early years settings such as child-minders, nurseries and pre-schools. Also primary schools and secondary schools including local authority, community , religious, free schools, academies, sixth form colleges and independently run schools.  Also includes home educators of school aged children (with proof of home education status of each child), FE and HE colleges and universities and international schools (during term time).

 

4.4           Single visit tickets are valid for one entry to the Zoo until the date quoted on the Confirmation, received in accordance with clause 2.4 above (How the Contract is Formed Between You and Us

 

4.5            Advance Tickets are valid for entry to the Zoo only on the date that is specifically chosen.

 

4.6            Gift tickets are valid for entry to the Zoo for one date during a 12 month period commencing on the date that you receive Confirmation in accordance with clause 2.4 above (How the Contract is Formed Between You and Us) when the Zoo is open for business.

 

4.7            Standard admission tickets or gift tickets referred to in this clause 4 are not valid for entry to any Special Events (see clause 16 (Special Events)).

 

4.8            Discounts may apply to one or more ticket types and will be as stated on our Site from time to time. If you are purchasing a discounted rate ticket then you will be required to provide us with an accepted form of entitlement evidence at the point of entry to the Zoo. Accepted forms will be set out in our Confirmation (see clause 2.4 (How the Contract is Formed Between You and Us)).

 

4.9            Visitors with Disabilities that require assistance can admit one carer to the Zoo free of charge upon producing proof of Disability, such as a “Blue Badge” car parking permit issued by their local Council or a letter from the Department for Work and Pensions with confirmation and photographic identification. Further information on accessibility for our Disabled visitors can be found here. Accessibility Guidance at Twycross Zoo

 

4.10          Children aged under 3 years old are permitted entry to the Zoo free of charge.

 

4.11          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 but, in the event that this proves impossible, we reserve the right to cancel your booking and provide you with a refund of the price paid to us for your ticket.

 

4.12          When you have received booking Confirmation in accordance with clause 2.4 (How the Contract is Formed Between Us), (save for in relation to gift tickets – see clause 4.13), your e-ticket will automatically be dispatched to the email address provided at the time of booking. Please ensure that you save your e-ticket and ensure to bring your booking reference number with you when you visit the Zoo.

 

4.14          Except as otherwise set out in these Terms all tickets are non-exchangeable and non-refundable. No tickets are permitted for resale to any third party. Any tickets which have been altered in any way will be void. Except in the unlikely event of a total closure of the Zoo where clause 4.11 applies we are unable to refund any tickets in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control in accordance with clause 25 (Events Outside Our Control).

 

4.15     We offer Blue Peter badge holders free admission to Twycross Zoo in 2024. One paying adult is required for each Blue Peter badge holder obtaining free admission. There is no requirement to book a ticket in advance, just remember to bring your Blue Peter ID card to show at our admission kiosk on the day of your visit.

 

4.16     You can purchase an Annual Ticket online via our website. You will need to create a profile in the portal and upload a photograph relating to each Annual Ticket holder. This can be done by following the process within the portal. All users will need to upload a photo prior to their visit.

After completing your booking online you will be sent your e-tickets. Please keep this email safe as this is your proof of purchase. Tickets can also be saved into your chosen digital wallet. You will be required to show this confirmation when visiting Twycross Zoo along with your Annual Ticket photo. Twycross Zoo reserves the right to refuse entry without presentation of Annual Tickets and identification.

You must pre-book your return visits at least a day in advance via the Visitor Portal. Read our booking guide or watch our video to learn how.

 

PARKING AND ADMISSION

 

5.1            We provide FREE parking for visitors to Twycross Zoo. Users of our car park do so at their own risk.  Twycross Zoo will not accept liability for any accidents, damage or loss incurred.

 

5.2            All visitors to Twycross Zoo must hold a valid admission ticket, voucher or Membership card that must be retained at all times and submitted for inspection if required by our staff. Any person attempting to gain admission to the Zoo or being found inside the Zoo without a valid admission ticket, voucher or Membership card may be asked to leave the Zoo premises immediately.

 

5.3            Admission to the Zoo will only be permitted up one hour before the Zoo’s closing time (see clause 9 (Opening Times and Availability)

 

5.4            No child under the age of 17 years will be admitted to the Zoo unless they are accompanied by an adult who is over the age of 18 years. All such children must remain under the control or supervision of an adult at all times whilst on the Zoo premises.

 

5.5            No dogs or other pets shall be permitted entry to the Zoo, with the exception of guide dogs and other assistance dogs which are permitted in certain areas of the Zoo. When visiting the Zoo with an assistance dog, please visit Guest Services immediately on arrival.

 

5.6            We reserve the right in our absolute discretion to refuse entry to Twycross Zoo, prohibit from any future entry to the Zoo or escort from the Zoo premises, any person who contravenes the Zoo regulations set out at clause 10 (Zoo Regulations) below.

 

5.7            Admission to the Zoo is subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched by our staff.

 

5.8            Re-entry to the Zoo following admission is not permitted without our consent. Guets to collect a date stamp on exit to re admit on the same date.

 

DONATIONS

 

6.1            When you purchase an admission ticket (see clause 4 (Tickets)) on our Site, you are given the option to contribute a 10% donation towards our conservation work which enables us to reclaim tax paid on your ticket through the Government’s gift aid scheme (Gift Aid). When you purchase Membership on our Site (see clause 12 (Memberships)), the price stated on our Site from time to time includes such a 10% donation.

 

6.2            Stand-alone donations can also be made through our Site and you will be given the option to add Gift Aid to each donation. Refunds will be issued on request for digital donations made in error, or if you have simply changed your mind. Refunds can take 3-14 working days from authorisation.

 

6.3            By selecting the option to add Gift Aid when you make a purchase or stand-alone donation on our Site, you confirm to us that you:

 

(a)      are a UK tax payer and have paid Income Tax and/or Capital Gains Tax for the current tax year  that is at least equivalent to the amount that you are donating to us;

 

(b)      understand that other taxes such as VAT and Council Tax do not apply;

 

(c)       understand that we, Twycross Zoo – East Midland Zoological Society LTD will reclaim 25p of tax on every £1 donated; and

 

(d)      acknowledge that the tickets or other Service purchased with Gift Aid are for the benefit of you and members of your family.

 

6.4            Should you wish to change your mind and cancel the Gift Aid, you must let us know in writing within 30 days of the date of Confirmation you receive in respect of the relevant ticket or other Service you have ordered in accordance with clause 2.4 (How the Contract is Formed Between Us).

 

6.5            All donations made through our Site, unless otherwise stated are made to us, Twycross Zoo – East Midland Zoological Society LTD, a registered charity with charity number 501841. Please see here for further information in relation to making donations and supporting the Zoo.

 

PROMOTIONS/OFFERS

 

7.1            Any third party promotions are subject to the terms and conditions provided by the third party supplier and you should read these carefully, including any expiration dates which are stipulated before purchasing any tickets or other Services from our Site to ensure that any voucher or discount code is valid.

 

7.2            Many promotions are only redeemable through our Site and at the Zoo’s admissions gate and cannot be used in conjunction with any other offer or discount.

 

7.3            We are not a party to and will not in any circumstances become involved in or liable for any third party’s terms and conditions of promotion or any dispute arising out of or in connection with them.

 

7.4            We reserve the right to reject any promotional voucher or discount code for any reason whatsoever.

 

OPENING TIMES AND AVAILABILITY

 

8.1            Details of our opening times, and complete closures of the zoo, throughout the calendar year are available on our Site.

 

8.2            We always endeavour to ensure that as many habitats and attractions as possible are available for view or use by visitors. We may, however, without any prior notice and, save as expressly provided in these Terms, without refund or compensation, change the opening hours of the Zoo or attractions, close the Zoo or any part of it temporarily, remove some animals from show to the public, restrict the number of visitors having access to the Zoo and/or suspend or cancel any attraction or entertainment programme due to, without limitation, capacity, adverse weather conditions or the scheduling of special events, to ensure the safety, security or order of our animals and other attractions, our visitors, staff and representatives, or if we consider in our discretion that the circumstances so require.

 

8.3            We shall not be responsible or liable for any events beyond our reasonable control where we take such action described at clause 9.1 above in accordance with clause 25 (Events Beyond Our Reasonable Control).

 

 

ZOO REGULATIONS

 

9.1          We reserve the right in our absolute discretion to refuse entry to the Zoo, prohibit from any future entry to the Zoo or escort from the Zoo premises, any person who whilst on the Zoo premises:

 

(a)      uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner, which may provoke a breach of the peace or disrupt any of our animals;

 

(b)      takes into the Zoo or is found to have on their possession offensive weapons or dangerous articles;

 

(c)       fails to follow the written or verbal healthy and safety instructions of each area or attraction at the Zoo or behaves in a matter which may endanger the safety or that person, other visitors or animals at the Zoo;

 

(d)      feeds or attempts to feed any of the animals, save for where such feeding is part of an organised event or experience for which that person has validly been admitted to the Zoo;

 

(e)      consumes alcoholic beverages in an area of the Zoo which is not authorised in accordance with the Licensing Act 2003; takes alcoholic beverages into the Zoo on admission; is found with alcoholic beverages or illegal drugs or other substances on their possession; or appears to be under the influence of alcohol or illegal drugs or other substances; or

 

(f)       behaves in a manner, which in our opinion is or likely or is likely to affect the enjoyment of other visitors.

 

9.2          The climbing of or standing upon fences, barriers, walls, structures or buildings on Zoo premises is strictly prohibited.

 

9.3          The use of bicycles, scooters, roller skates, rollerblades, skateboards or any such other item is prohibited on the Zoo premises and entry into the Zoo with any such items of this nature will be denied, with the exception of:

 

(a)      child ride-along equipment which is fitted with a secure adult height control handle. Where such equipment is used, the supervising adult is deemed to accept all responsibility to ensure the safe use of the equipment without causing distress, injury or nuisance to other visitors or our staff; and

 

(b)      Wheeled equipment used by our staff in the day to day operation of their employment duties.

 

9.4          Clothing which is, in our opinion, offensive to other visitors is prohibited from being worn on the Zoo premises. Shoes and shirts/tops must be worn at all times. No complete face masks permitted.

 

9.5          Only persons or organisations authorised by us are permitted to sell or offer for sale any goods or services to visitors on the Zoo premises.

 

9.6       We are committed to creating an environment which ensures all children can enjoy themselves in a safe and secure environment that prevents children being at risk from any form of harm or abuse.

 

9.7       Twycross Zoo is a non smoking/vaping site with one designated area located inside the zoo at the rear of guest services. Pre zoo entry there is one located in front of the Himalaya Building.

 

9.8       Twycross Zoo does not knowingly allow anyone to visit who is a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice or any other restrictions or requirements that protects the safety and welfare of children.

 

PHOTOGRAPHY

 

10.1          From time to time we and third parties to whom we have provided authority may take photographs and/or video recordings of the Zoo premises, including the car parks and surrounding areas which may feature visitors. By accepting these Terms, you agree that the Zoo or any authorised third party may use such images in perpetuity in any promotional or publicity material in any format whatsoever. You further agree that all copyright and any other intellectual property rights that subsist in or arise out of these materials shall be absolutely owned by us or such authorised third party (subject to our agreement) as the case may be.

 

10.2          Any photographs and/or video or other image recordings which you take whilst on the Zoo premises (Images) are deemed to be for personal domestic use only. Filming and/or photography for Public Broadcast, commercial purposes, training or student projects are strictly prohibited without the express prior written agreement of the Zoo. For the purposes of this clause 11.2, Public Broadcast means transmitting Images to a group of more than 10 people at one time, including by radio or television. Please contact us on marketing@twycrosszoo.org for further information in this regard.

 

10.3          For the avoidance of doubt, nothing in this clause 11 prevents you from uploading personal Images to social media websites to share for domestic purposes only.

 

ANNUAL MEMBERSHIPS

 

11.1          By purchasing  annual membership for Twycross Zoo – East Midland Zoological Society LTD (Membership), you agree to the terms set out in this clause 12 and the Rules of Twycross Zoo – East Midland Zoological Society LTD, a copy of which can be found here.

 

11.2          All Annual Memberships purchased on our Site entitle the holder to unlimited free access to the Zoo during normal opening times (see clause 9 (Opening Times and Availability)) for a period of 12 months commencing on the date of your VIP Annual Membership purchase.

 

11.3          The benefits and prices of Annual Membership packages are as quoted on our Site from time to time. We reserve the right to reduce or alter such benefits attached to any VIP Annual Membership package at any time. VIP Annual Memberships package prices are in accordance with clause 21 (Price of Services and Delivery/Postal Charges) and must be paid in advance at the time of booking in accordance with clause 21.6.

 

11.4          For the purposes of Annual Membership purchases, the following definitions which are used on our Site shall apply:

 

(a)      Adult means an individual aged from 18 years old plus;

 

(b)      Child means an individual aged from 3 years old to 17 years old plus;

 

(c)       Concession means a Senior Citizen aged 60 years plus or a Student with a valid NUS Identification Card

 

11.5          All Annual Members will be issued with a photographic VIP Annual Membership card (one per person) which must be collected from the Zoo on your first visit. VIP Annual Membership cards are for the named card holder only and are not transferable.

 

11.6          Annual Members shall only be permitted entry to the Zoo during normal opening hours without paying the full current ticket admission price on the production of a valid VIP Annual Membership card. Any VIP Annual Membership cards which have been altered in any way will be void. VIP Annual Membership cards remain our property at all times. An administration charge of £1.00 will be incurred for the replacement of any lost or stolen VIP Annual Membership cards.

 

11.7          We reserve the right to reject applications for Annual Membership or VIP Membership renewals at our own discretion.

 

11.8          When you have completed 12 months’ Annual Membership and at the end of every 12 month period thereafter, we will contact you to give you the option of renewing your VIP Annual Membership for an additional 12 month period to commence consecutively.

 

11.9        Annual Members with Disabilities can admit one carer to the Zoo free of charge upon producing proof of Disability, such as a “Blue Badge” car parking permit issued by the Council or a letter from the Department for Work and Pensions with confirmation and photographic identification. Further information on our Disability Policy can be found on our website

 

11.10       All Annual Membership packages purchased are non-exchangeable, non-refundable and are not for resale. We are unable to make any refunds in the event of adverse weather conditions or any other unforeseeable events which are beyond our reasonable control in accordance with clause 25 (Events Outside Our Control).

 

ANIMAL ADOPTIONS

 

12.1          By purchasing an animal adoption advertised on our Site from time to time (Adoption), you agree to the terms set out in this clause 13.

 

12.2          The benefits and prices of our Adoption packs for you or for a gift are as quoted on our Site from time to time. We reserve the right to reduce or alter such benefits attached to any Adoption package at any time. Adoption pack prices are in accordance with clause 21 (Price of Services and Delivery/Postal Charges) and must be paid in advance at the time of booking in accordance with clause 21.6.

 

12.3          When you purchase an Adoption, you are purchasing a share (or multiple shares) in an adoption of your chosen animal species, not an individual animal. As such, you are adopting a whole species. No animals (individual or species) will be exclusively adopted by one individual.

 

12.4         Adoption does not imply ownership, nor does it create any liabilities in respect of any animal adopted.

 

12.5          All Adoption packs purchased are non-exchangeable, non-refundable and are not for resale.

 

12.8          Any complimentary admission tickets issued with your Adoption pack are valid for the specified times printed on the ticket. These tickets are only valid during our standard opening times (see clause 9 (Opening Times and Availability) and are not valid for admission to any special events (see clause 16 Special Events.) During unforeseen circumstances we reserve the right to alter or change the terms of your Animal Adoption Pack admission ticket and we will use reasonable endeavours to agree an alternative date with you.

 

12.9          We do not make any guarantees that the species you have adopted will be on show or available for public viewing at the times that you visit the Zoo.

 

12.10       Once you have purchased an Animal Adoption from our Site and receive email confirmation from us of your purchase, please allow 7 – 10 days for your Animal Adoption welcome pack to arrive by post. Delivery may be longer around busy periods such as Christmas or during unforeseen circumstances. We shall not be held liable for any delays in delivery once we have dispatched your Animal Adoption Pack.

 

 

ANIMAL ENCOUNTERS AND EXPERIENCES

 

13.1          By purchasing any one of our animal encounters and experiences advertised on our Site from time to time, including but not limited to “Meerkat Encounter”, “Big Cat Encounter”, “Great Ape Tour”, “Penguin Encounter,” “Giraffe Encounter”, “Zoo Keeper for the Day”, “Junior Keeper Experience”, “Red Ruffed Lemur & Surprise Primate Encounter”, and “Aldabra Tortoise Encounter” you agree to the terms set out in this clause 14.

 

13.2          The contents of each Encounter and Experience and the prices are as quoted on our Site from time to time. We reserve the right to reduce or alter the contents or programme of any Encounters or Experiences at any time. Encounter and Experience prices are in accordance with clause 21 (Price of Services and Delivery/Postal Charges]) and must be paid in advance at the time of booking in accordance with clause 21.6.

 

13.3          Encounters and Experiences are only valid for the specific date chosen when booking and that date stated in our email Confirmation in accordance with clause 2.4 (How the Contract is Formed Between You and Us).

 

13.4          We reserve the right to alter or reschedule any Encounter or Experience purchased with or without notice for reasons beyond our control, including but not limited to animal welfare, health and safety, staff shortages, adverse weather or changes to our animal or wildlife collections. Where altered, we will always endeavour to replace any purchased Encounter or Experience with a similar programme to that advertised and keep any changes to a minimum. Please be aware that rescheduling may occur on the same day of your Encounter or Experience. We cannot be held liable for any travel, accommodation or other related costs or expenses in the event that an Encounter or Experience is rescheduled.

 

13.5          The description of each Encounter and Experience advertised on our Site, any detailed duration is only an approximate guide as to what you should expect from the programme on the day and is subject to variation. This will be dependent on a number of factors including but not limited to availability of staff, weather conditions, the health and wellbeing of the animals or other attractions advertised and current availability of any complimentary items such as gifts and certificates.

 

13.6          You must check in at Guest Services, at the time detailed in your confirmation, prior to begin your Encounter or Experience. Should you arrive late, we reserve the right to cancel your Encounter without rescheduling or refund.

 

13.7          All Encounter and Experience tickets purchased are not for resale, and, save as otherwise expressly provided in these Terms, non-exchangeable and non-refundable.

 

13.8          Unfortunately, some visitors will be unable to participate in some of our Encounter and Experiences (in whole or in part) due to health and safety issues, allergies, phobias, disabilities or pregnancy. Before making a booking for an Encounter or Experience, you will be asked to complete a Risk Acknowledgement and Health Disclaimer Form to the best of your knowledge so that we can assess whether it is safe for you to take part. In the event that we do not deem that it is safe for you to continue with the Encounter or Experience, we will provide you with a full refund of the price paid to us for the Encounter or the Experience.

 

13.9          Whilst we will endeavour to accommodate any visitor with a disability or learning difficulty who has purchased an Encounter or Experience, this cannot always be achieved for practical and health and safety reasons. Please contact us for advice in this regard before making any purchase.

 

13.10       The following additional terms apply for these specific Encounters and Experiences:

 

Meerkat Encounter

Your Meerkat Encounter takes place at the date and time detailed on your booking confirmation.

Report to Guest Services 30 minutes prior to your Encounter Time.

Participants must wear sturdy, closed toe shoes and long trousers/jeans (no shorts/skirts). Scarves, bags and personal belongings will need to left outside the enclosure, please consider this when preparing for your visit.

Please listen closely to keeper instruction at all times and follow any direction given.

Please never try to touch the animals - they could hurt themselves or you.

Please do not make any sudden loud noises or movements as you will frighten the animals.

Only food given to you by the keepers is to be fed to the animals.

Never enter the enclosures or paddocks for any reason and stay in the designated feeding point.

We will require you to use hand sanitiser before and after your encounter. You should wash your hands with soap and warm water as soon as you are able to do so after the encounter.

Smoking is not permitted during the encounter.

Minimum age of 6 years.

Maximum of four people per experience.

Children under 16yrs must be accompanied by an adult, the adult will count as one of the four.

Your booking is non-transferable and non-refundable.

There are restrictions on wheelchair/disabled access - please contact us to discuss if applicable.

The health and safety of our animals is our number one priority therefore we ask that anyone suffering or showing symptoms of a contagious disease (Covid-19, flu, cold etc.) do not take part in the experience. Twycross Zoo reserves the right to refuse entry and we ask that you contact us before your visit, re-book and do not attend the experience or Zoo whilst ill.

You will be required to wear gloves (gloves are provided by the keeper). This is for our animals and keepers safety as well as your own.

If discounted encounter admission has been purchased alongside this encounter please note this is one-day admission, not an Annual Ticket, and cannot be upgraded to an Annual Ticket after purchase.

 

 

Penguin Encounter

Your Penguin Encounter takes place at the date and time detailed on your booking confirmation.

Report to Guest Services 20 minutes prior to your Encounter Time.

Participants must wear closed toe shoes / trainers.

This encounter takes place next to water and participants must stay within the area designated by the keepers.

Listen closely to keeper instructions at all times and follow any direction given.

Never try to touch the animals - they could hurt themselves or you.

Only food given to you by the keepers is to be fed to the animals.

You will be required to wear gloves to take part in the Encounter (provided by the keeper).

This encounter is not suitable for anyone with restricted mobility or who requires one-to-one supervision but can be adapted in some cases.

Minimum age of 6 years.

Maximum of two people per Encounter.

The two guests can both be children (6yrs+) but a non-participating adult must be alongside the enclosure, and visible to the keeper, throughout.

Your booking is non-transferable and non-refundable.

Twycross Zoo reserves the right to change the content of any encounter or experience and/or refuse to proceed if there are any risks to our animals.

 

Giraffe Encounter

Your Giraffe Encounter takes place at the date and time detailed on your booking confirmation.

Report to Guest Services 20 minutes prior to your encounter time.

Please listen closely to keeper instructions at all times and follow any direction given.

Please never try to touch the animals - they could hurt themselves or you.

Please do not make any sudden loud noises or movements as you will frighten the animals.

Only food given to you by the keepers is to be fed to the animals.

Never enter the enclosures or paddocks for any reason and stay in the designated feeding point.

We will require you to use hand sanitiser before and after your encounter. You should wash your hands with soap and warm water as soon as you are able to do so after the encounter.

Smoking is not permitted during the encounter.

Minimum age of 3 years.

Maximum of five people per experience (no additional capacity for viewing for family members etc.)

Children under 16yrs must be accompanied by an adult, the adult will count as one of the five people.

Your booking in non-transferable and non-refundable.

The health and safety of our animals is our number one priority therefore we ask that anyone suffering or showing symptoms of a contagious disease (Covid-19, flu, cold etc.) do not take part in the experience. Twycross Zoo reserves the right to refuse entry and we ask that you contact us before your visit, re-book and do not attend the experience or Zoo whilst ill.

You will be required to wear gloves, which are provided by the keeper. This is for our animals and keepers safety as well as your own.

 

 

Red Ruffed Lemur Encounter & Surprise Primate Encounter

Your encounter takes place at the date and time detailed on your booking confirmation.

Report to Guest Services 20 minutes prior to your encounter time.

The second animal you meet is a surprise, cannot be confirmed/guaranteed and is at the discretion of the keeper on the day. Great Apes are excluded from this encounter.

Please listen closely to keeper instructions at all times and follow any direction given.

Never try to touch the animals - they could hurt themselves or you.

Only food given to you by the keepers is to be fed to the animals.

You will be required to wear gloves/masks which are provided by the keeper.

Participants must wear sturdy, closed toe shoes/trainers/boots. Personal belongings will need to left outside the enclosure - please consider this when preparing for your visit.

Minimum age of 6 years old.

Maximum of four people per experience.

Maximum of two adults per experience.

Children under 16yrs must be accompanied by an adult who will count as one of the four guests.

The booking is non-transferable and non-refundable.

Unfortunately this encounter is space-restrictive and not accessible to anyone with mobility issues / in a wheelchair.

The health and safety of our animals is our number one priority therefore we ask that anyone suffering or showing symptoms of a contagious disease (Covid-19, flu, cold etc.) do not take part in the experience. Twycross Zoo reserves the right to refuse entry and we ask that you contact us before your visit, re-book and do not attend the experience or Zoo whilst ill.

 

Great Ape Tour

Your Great Ape Tour takes place at the date and time detailed on your booking confirmation.

Report to Guest Services 30 minutes prior to your Encounter Time.

Please listen closely to keeper instruction at all times and follow any direction given.

Please never try to touch the animals - they could hurt themselves or you.

Please do not make any sudden loud noises or movements as you will frighten the animals.

Only food given to you by the keepers is to be used during the scatter feeds.

Never enter the enclosures or paddocks for any reason.

We will require you to use hand sanitiser before and after your encounter. You should wash your hands with soap and warm water as soon as you are able to do so after the encounter.

A facemask will need to be worn - provided by the Zoo.

Minimum age of 18yrs.

Not suitable for wheelchairs in some internal areas.

Your booking in non-transferable and non-refundable.

 

Big Cat Encounter

Your encounter takes place at the date and time detailed on your booking confirmation.

Check in at Guest Services 30 minutes prior to your encounter time.

Please listen closely to the keeper at all times and follow any direction given.

Never touch the animals and try to avoid loud noises or sudden movements.

Only food given to you by the keepers is to be fed to the animals.

Never enter enclosures or paddocks for any reason and stay in the designated area.

You will be required to use hand sanitiser before and after your encounter.

You will be required to wear a facemask and gloves during the encounter (provided by the Zoo).

Participants must wear sturdy, closed toe shoes, Scarves, bags, personal belongings will need to left outside the enclosure.

Minimum age of 18 years and over only.

Maximum of two people per encounter - there is no additional capacity for viewing (family members etc.).

We cannot guarantee which big cat you will meet and feed.

Please note that on rare occasions our Big Cats may choose not to feed but you will be able to re-book your encounter for a later date in these circumstances.

The health and safety of our animals is our number one priority therefore we ask that anyone suffering or showing symptoms of a contagious disease (Covid-19, flu etc.) does not take part. Twycross Zoo reserves the right to refuse entry and we ask that you contact us before your visit, re-book* and do not attend the experience or Zoo whilst ill. *Please note that evidence of Covid / illness may be required in order to rebook your encounter.

Your booking is non-transferable and non-refundable (except as detailed above).

 

Aldabra Giant Tortoise Encounter

Your encounter takes place at the date and time detailed on your booking confirmation.

Please report to Guest Services 20 minutes prior to your encounter time.

Please listen closely to keeper instruction at all times and follow any direction given.

If applicable, only food given to you by the keepers is to be fed to the animals.

Please wear closed-toe, sturdy shoes and clothes that you do not mind getting dirty.

Never enter the enclosures or paddocks for any reason unless accompanied by a keeper.

We will require participants to wear gloves and wash hands before and after the encounter.

Minimum age of 6 years old.

Maximum of two people per experience.

Both participants can be children but an adult must be present at the enclosure throughout the experience.

Children under 18 years old must be accompanied by an adult.

Your booking is non-transferable and non-refundable.

There may be restrictions on wheelchair/disabled access - please contact us to discuss if applicable.

 

Keeper for the Day

Your Adult Keeper Experience starts on the date and time detailed on your booking confirmation.

Please report to Guest Services 15 minutes prior to the start time.

Please wear suitable old clothes and sturdy shoes / boots (such as wellies). Overalls will be provided. You may be working outside so remember to bring waterproofs in case it rains. Please listen closely to keeper instructions at all times.

Smoking is not permitted during the encounter.

Minimum age: 18 years old.

Your Keeper Experience is only valid on the date booked and is non-transferable and non-refundable.

Session lengths may vary, depending on day to day requirements of specific animal departments.

Twycross Zoo reserves the right to amend, change or cancel bookings at its discretion.

The health and safety of our animals and staff is our number one priority therefore we ask that anyone with or showing symptoms of a contagious disease (Covid-19, flu etc.) does not take part in the Experience.

 

 

 

Junior Keeper Experience

Please email bookings@twycrosszoo.org  at least 14 days in advance if you have any special requirements/access needs.

On the day, report to Guest Services (at least 15 minutes prior to your start time as detailed on your booking confirmation).

If you have booked the afternoon experience please arrive in plenty of time to have your included lunch prior to the experience starting. Catering areas may not be open after the experience.

One adult must accompany the Junior Keeper(s) throughout (admission for one adult is included).

We cannot accommodate any other guests/siblings during the experience unless booked as the second Junior Keeper.

The experience includes full one-day zoo admission and the zoo is open from 10am.

Junior Keepers will be provided with overalls but should wear closed toe shoes/boots and weather-appropriate clothes.

Please listen to staff instructions at all times and follow any directions given.

Only food given to you by zoo staff is to be fed to the animals.

We require you to use hand sanitiser and you should wash your hands immediately after the experience.

A mask may need to be worn at certain points during the experience along with gloves (provided by the zoo).

Minimum age 7yrs / maximum age 17yrs.

The booking is non-transferable and non-refundable.

Please note that if have booked a second Junior Keeper they must be from the same household/family as the first.

Session lengths are approximate and may vary, depending on day-to-day requirements of specific departments.

Any accompanying family or friends, not participating in the experience, will need to purchase admission separately and will not be admitted into the zoo until 10am.

Twycross Zoo reserves the right to amend, change or cancel bookings at its discretion.

 

Discounted Encounter Admission Tickets

Zoo admission is only included with certain encounters and experiences as detailed on our website.

Discounted one-day encounter admission can be purchased during the encounter booking process.

Discounted one-day encounter admissions are valid for one visit only, on the date of the encounter, and are not eligible for our 12 month free return visits.

Discounted one-day encounter admission tickets cannot be upgraded to annual tickets and are non-refundable once purchased.

 

SPECIAL EVENTS

 

14.1          We run special events on an ad hoc basis which will be listed on on our Site from time to time (Special Events) and only available for a limited period of time, subject to availability. By purchasing any one of our Special Events you agree to the terms set out in this clause 16. For additional terms and conditions in respect of individual Special Events, please refer to the relevant booking page which you are deemed to accept when making a purchase.

 

14.2          For the purposes of Special Event ticket purchases, those definitions set out at clause 4.3 (Tickets) which are used on our Site shall apply.

 

14.3          The contents or programme of each Special Event and the prices are as quoted on our Site from time to time. We reserve the right to reduce or alter the contents or programme of any Special Event at any time. Special Event prices are in accordance with clause 21 (Price of Services and Delivery/Postal Charges) and must be paid in advance at the time of booking in accordance with clause 21.6.

 

14.5          Once you have purchased a Special Event ticket and have received Confirmation in accordance with clause 2.4 (How the Contract is Formed Between Us), please ensure that you bring your ticket with you or collect your ticket where applicable on the date of your chosen Special Event.

 

14.6          We reserve the right to alter or reschedule any Special Event purchased with or without notice for reasons beyond our control in accordance with clause 25 (Events Outside Our Control), including but not limited to animal welfare, health and safety, staff shortages, adverse weather or changes to our animal or wildlife collections. However, where altered, we will always endeavour to replace any purchased Special Event with a similar programme to that advertised and keep any changes to a minimum. Please be aware that rescheduling may occur on the same day of your Special Event. We cannot be held liable for any travel, accommodation or other related costs or expenses in the event that a Special Event is rescheduled.

 

14.7          The description of each Special Event advertised on our Site, including the duration is only an approximate guide as to what you should expect from the programme on the day and is subject to variation. This will be dependent on a number of factors including but not limited to availability of staff, weather conditions, the health and wellbeing of the animals or other attractions advertised and current availability of any complimentary items such as gifts and certificates.

 

14.8          You must arrive to the designated area of the Zoo for the Special Event at the pre-booked time. Should you arrive late, we reserve the right to refuse your entry to the Special Event without rescheduling or refund.

 

14.9          Save as otherwise expressly provided in these Terms, all Special Event tickets purchased are non-exchangeable, non-refundable and not for resale.

 

14.10       Unfortunately, some visitors will be unable to attend or participate in some of our Special Events (in whole or in part) due to health and safety issues, allergies, phobias, disabilities or pregnancy. In the event that we do not deem that it is safe for you to attend or take part in Special Event, we will provide you with a full refund of the price paid to us for the Special Event.

 

14.11       Whilst we will endeavour to accommodate any visitor with a disability or learning difficulty who has purchased a Special Event, this cannot always be achieved for practical and health and safety reasons. Please contact us for advice in this regard before making any purchase.

 

DATA PROTECTION AND PRIVACY

 

15.1          When you browse our Site, register your details and order Services on our Site, we process information about you in accordance with our Privacy Policy. Find out more about our privacy policy here.

 

OUR RIGHT TO VARY THESE TERMS

 

15.1          We amend these Terms from time to time. The date these Terms were last updated is stated at the beginning of these Terms.

 

15.2          Every time you order or book Services from us, the Terms in force at the time of your order will apply to the Contract between you and us.

 

15.3          We may revise these Terms as they apply to your order from time to time to reflect the following circumstances:

 

(a)      Changes in how we accept payment from you; and

 

(b)      Changes in relevant laws and regulatory requirements.

 

 

COMMUNICATIONS BETWEEN US

 

16.1          When we refer, in these Terms, to “in writing”, this will include e-mail.

 

16.2          If you wish to contact us in writing for any reason, you can send this to us by e-mail or by pre-paid post to Twycross Zoo, Burton Road, Atherstone, Warwickshire, CV9 3PX or information@twycrosszoo.org.

 

16.3          If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

 

OTHER IMPORTANT TERMS

 

17.1          We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you by posting on this webpage if this happens.

 

17.2          You may only transfer your rights or your obligations under these Terms to another person if we agree in writing. However, if you have purchased a Service as a gift, you may transfer the benefit of our warranties in clause 17 to the recipient of the gift without needing to ask our consent.

 

17.3          This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise. However, the recipient of your gift of a Service will have the benefit of our warranties at clause 17 but we and you will not need their consent to cancel or make any changes to these Terms.

 

17.4          Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

 

17.5          If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

 

17.6          Please note that these Terms are governed by English law. This means a Contract for the purchase of Services through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

 

RESEARCH

 

18.1     From time to time we and third parties to whom we have provided authority may undertake observational research on visitors to the Zoo premises, including the car parks and surrounding areas. By accepting these Terms, you agree that the Zoo or any authorised third party may use such data as part of research findings, including published scientific papers, other public documents or publicity material in any format whatsoever. You further agree that all copyright and any other intellectual property rights that subsist in or arise out of these materials shall be absolutely owned by us or such authorised third party (subject to our agreement) as the case may be.

 

 

 

 

 

 

 

 

Twycross Zoo reserves the right to withdraw, change or cancel these terms and conditions at any time. All ticket prices, opening times and events are subject to change.