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 15.1. 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, 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

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 tickets must be purchased in advance and are subject to availability.

4.2 Ticketing Structure (Effective 15 February 2025):

Annual Ticket – Includes 12 months of entry when purchasing a standard day ticket.
Annual Pass Plus– Adults: Includes free parking for up to 5 visits per adult ticket, same-day reservations for repeat visits, and 10% off discounts on food, gifts, and 50% off soft play. Child: includes 1 x Zoo Crew Champions pack per child.
Conservation Membership – Includes unlimited free parking, exclusive events, a free child entry per visit OR a £50 Zoo voucher, and an exclusive tour.

4.3 Annual Ticket visitors must reserve their repeat visit online in advance, Annual Pass Plus visitors can reserve their repeat visit online until 10am on the morning they wish to visit, Conservation Members, can visit at any time without needing to reserve.

4.4 Existing Annual Ticket holders retain their benefits until their membership expires, including free parking until 5 April 2025.

4.5 Tickets are non-transferable and may not be resold. Any attempt to resell tickets will result in cancellation without refund.

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

4.7 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.

4.8 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;

(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).

4.9 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

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

4.11 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.

4.12 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)).

4.13 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)).

4.14 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

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

4.16 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.

4.17 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.

4.18 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).

4.19 We offer Blue Peter badge holders free admission to Twycross Zoo in 2025. 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.

4.20 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 Parking Charges (Effective 15 February 2025):

A £3 per vehicle parking charge will apply to all visitors except:
Conservation Members (unlimited free parking).
Existing Members (unlimited free parking until Membership expires)
Annual Pass Plus holders (5 free parking visits per adult ticket).
Existing Annual Ticket holders retain free parking until 5 April 2025, but must pre-book their space online.

5.2 The Zoo operates an ANPR (Automatic Number Plate Recognition) system. Failure to pay will result in an automatic £40 fine, reduced to £20 if paid within 14 days.

5.3 Payment must be made in advance via the website or at on-site payment stations. No cash payments will be accepted.

5.4 A 30-minute grace period applies for drop-offs and pick-ups.

5.5 Blue Badge holders are required to pay for parking.

5.6 Users of our car park do so at their own risk. Twycross Zoo will not accept liability for any accidents, damage or loss incurred.

5.7 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.

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

5.9 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.

5.10 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.

5.11 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.

5.12 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.

5.13 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.

5.14 Please see further parking T&Cs at end of these T&Cs.

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;

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.

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.

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 with 4 weeks notice.

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.

FURTHER PARKING T&Cs

Please read these Terms and Conditions carefully. They relate to your use of our car park.

1. Definitions

When the following words are used in these Terms and Conditions (the “Terms”), this is what they will mean:

1.1 “us”, “we” and “our” means Zoo Park (Twycross Limited) (company number 00709915) or one of our associated group companies;

1.2 “ANPR” means Automatic Number Plate Recognition;

1.3 “Car Park” means the parking facilities at Twycross Zoo managed by us and designated for parking vehicles;

1.4 “vehicle” means any vehicle used to convey passengers or items that enters the Car Park, including any mechanical device on wheels or tracks, its equipment and accessories; and

1.5 “VRM” means Vehicle Registration Mark.

2. Our liability to you

2.1 We must operate the Car Park with reasonable skill and care (“our obligations”). If we do not, we are only responsible for direct loss or damage you suffer as a foreseeable result of our breach of our obligations or our negligence or the negligence of our employees.

2.2 We do not exclude or limit in any way our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.

2.3 We do not guarantee that there will be any vacant parking space at any particular time. Annual Passes do not entitle the ticket holder to a particular space or priority over any other user. We will do our best/use our reasonable endeavours to keep enough spaces reserved for Annual Pass holders who have pre-booked Zoo admission for the day and for any Conservation Members who arrive but cannot guarantee this at all times. If you are unable to find a space, you should leave the Car Park as soon as possible to ensure you do not incur a Parking Charge.

2.3 Although we owe you the obligations set out at clauses 2.1 and 2.2 above, you should be aware that the Car Park is open to the general public. We cannot guarantee that members of the general public will not enter our Car Park and cause damage to property and/or engage in criminal activity. Accordingly, you park your vehicle in the Car Park at your own risk. We cannot and do not guarantee the security of your vehicle and/or its contents.

2.4 We will not be liable to you for any special, indirect, or consequential loss, including but not limited to: any loss of profit, loss of enjoyment, loss of revenue, loss of data or loss of earnings.

3. Tariff

The parking tariff payable by you (as varied from time to time) is displayed on the tariff board at the Car Park and on our website. You are obliged to pay the parking tariff and to comply with any instructions on the tariff board as supplemented by these Terms, and failure to do so may result in us issuing you with a Parking Charge Notice (please refer to clause 5 (Parking Contraventions) of these Terms).

4. Claims and complaints

4.1 If your vehicle sustains damage while in the Car Park, your vehicle is stolen or any possessions are stolen from your vehicle while it is in the Car Park you should:

a) immediately inform either a member of staff at the Zoo or otherwise notify us via information@twycrosszoo.org.

b) in the case of theft, immediately inform the police; and

c) notify your insurers promptly.

4.2 Any claims against us or complaints about the service you have received, should be sent to information@twycrosszoo.org. In the case of a claim, full details should be provided to us as soon as possible.

Before submitting a claim, please refer to clause 2 (Our liability to you) of these Terms, which set out the extent of our responsibility to you in relation to any loss.

5. Parking Enforcement

5.1 By entering this car park, you agree to the following terms:

a) you must comply with all signs and markings in the Car Park, including these Terms and those contained on the tariff board;

d) if you are a parking in the Blue Badge area you must display a valid Blue Badge at all times within the front windscreen ensuring that all details are visible;

g) you pay all amounts due for your parking and comply with the requirements set out at clause 10 (Ticket Types and Payment Methods) of these Terms including but not limited to ensuring you do not exceed the amount of time purchased.

5.2 If you fail to comply with any one or more of these Terms you may be issued with a Parking Charge Notice requiring you to pay a Parking Charge, (the “Parking Charge”) and any associated administrative and/or debt recovery costs incurred in seeking to recover and/or enforce the Parking Charge. The amount of debt recovery costs claimed (excluding any legal expenses) is limited to the maximum sum permitted under the BPA Code of Practice. Specific details about the Parking Charge payable are available in each Car Park. Parking Charge Notices are issued by the Third Party who administer the data collected by the ANPR.

5.3 Details/information relating to how to pay the Parking Charge, deadlines for payment, what will happen if you fail to make payment within the stipulated deadline, and the appeal process will be set out on the Parking Charge Notice.

5.4 By parking your vehicle in the Car Park you consent to us capturing, using and processing your VRM and personal details via CCTV and ANPR for enforcement purposes, to calculate the relevant parking tariff (if applicable) and to recover any outstanding Parking Charge. This includes our right to request and obtain the details of a vehicle’s registered keeper from the DVLA.

5.5 If the Car Park and/or the equipment in the Car Park is damaged by you, your vehicle, its contents or the passengers in the vehicle then, except where the damage arises as a direct result of our negligence, we will seek to recover the cost of that repair and associated administration costs from you.

6. Security of your vehicle

6.1 Unless asked by our employees or agents not to do so in the case of emergency, please ensure that your vehicle is left securely locked with the handbrake on, all windows securely closed and any vehicle alarm, steering lock or similar device fitted is engaged. We are not responsible for any consequence or loss arising from a failure by you to properly secure your vehicle.

6.2 We may install CCTV cameras in the Car Park at our discretion to assist in its proper running. Whilst the cameras may act as a deterrent to criminal activity, we do not make any representation as to the coverage provided or guarantee of the security of your vehicle if CCTV is installed in the Car Park.

7. Possessions

7.1 Any possessions left in a vehicle are left entirely at the owner’s risk. We suggest that no items are left so that they are visible from the outside of the vehicle. We are not liable for any theft by third parties from your vehicle. Please ensure that you do not leave any animals in your vehicle.

7.2 None of our employees or agents have any authority to accept any of your personal possessions for storage or security.

8. Traffic Orders and Byelaws

The use of this Car Park may be regulated by traffic orders or byelaws under which a penalty may be payable for failing to comply with these Terms or the requirements of the relevant order or byelaw. In such circumstances, separate notices specifying the relevant order or byelaw will be displayed in the Car Park and we reserve the right to take enforcement action against you (including through court proceedings) for breach of such order or byelaws.

9. Safety in the Car Park

9.1 For safety reasons you are not entitled to remain in your vehicle in the Car Park or elsewhere in the Car Park except for the purposes of parking or removing your vehicle. After you have parked your vehicle, you must proceed immediately to the nearest pathway, following the recommended route to and from the Zoo entrance.

9.2 You must drive carefully and responsibly in the Car Park and in accordance with any instructions given to you by our employees or agents.

9.3 You must ensure that any children or animals are accompanied and properly supervised at all times when they are using the Car Park. Please be aware of other vehicles in motion around the Car Park.

10. Ticket Types and Payment Methods

10.1 Any ticket issued by us is only valid for the vehicle in respect of which it is issued. Tickets and other payment methods are not transferrable to any other person or vehicle. If you need to change the Vehicle details on the day please contact Guest Services on site.

10.3 You must pay the parking tariff using one of the following methods:

a) Pre-book your parking either as part of your ticket purchasing journey online or through your account when booking a repeat visit.

b) If you are a Conservation Member please register your Vehicle as part of the purchase process or liaise with Guest Services on site.

c) Purchase on site at one of the Self Service Ticket machines.

d) Corporate or Group visitors should contact us at information@twycrosszoo.org or see details of parking instructions within the booking information.

11 Access and re-location of vehicles

11.1 We reserve the right to refuse the admission of any vehicle to the Car Park for any reason whatsoever.

11.2 We reserve the right to move vehicles within the Car Park using whatever method we consider appropriate (even if, as a consequence, damage is caused to your vehicle) to the extent that is reasonably necessary for the purposes of safety to persons or property, or to avoid obstruction at the Car Park.

11.3 To the extent that it is necessary to do so in the exercise of the rights conferred upon us in this clause 11, we reserve the right to drive or otherwise take your vehicle onto a public highway. In doing so we will take reasonable care of the vehicle.

12 Abandoned vehicles

12.1 We are entitled to regard as abandoned any vehicle left in the Car Park for more than 28 days without prior notification and which is not known by us to be covered by a current valid season or other ticket or booking.

12.2 We reserve the rights to engage and/or permit a lawful authority to remove (or where we are unable to identify the current legal registered keeper of the vehicle, to take steps ourselves to remove) and to dispose of as waste or sell any abandoned vehicle. Before proceeding with the disposal or sale of abandoned vehicles we will:

a) refer the matter to the appropriate authorities, which may include the local police and the DVLA; and

b) affix a notice to the vehicle at least 7 days before the date on which we propose to remove the vehicle stating that the vehicle will be removed and sold when that period expires.

12.3 Abandoned vehicles will be disposed of as waste or sold by auction. Where sold by us, the proceeds of sale will be applied in and towards satisfaction of all sums owing to us together with the expenses of sale and our reasonable storage and removal costs for the period during which the vehicle is in our possession.

12.4 Any balance of the sale proceeds remaining after satisfaction of any sums owing will be held by us on behalf of the registered keeper of the vehicle and paid over on proof of entitlement.

13 Prohibited activities

13.1 You shall not:

13.1.1 Tow or have towed a vehicle in to a Car Park. In the event of vehicle breakdown, you must immediately contact an employee or agent of ours to ensure that your vehicle removal is organised without causing damage or danger to any other person or property in the Car Park;

13.1.2 Spend an excessive amount of time (as determined by us in our absolute discretion) in your vehicle whilst it is parked in a Car Park and this includes, but is not limited to, sleeping in your vehicle or staying overnight in a vehicle or staying overnight in the Car Park or camping in the Car Park; and

13.2 You shall not carry out any of the following activities at any time in the Car Park:

13.2.1 Any service work, maintenance, cleaning (unless carried out by our employees, agents or representatives) or repairs to any vehicle;

13.2.2 Partaking in any business activity at the Car Park including, but not limited to, in connection with selling, hiring or other disposal of the vehicle or any other services;

13.2.3 Filling or emptying vehicle fuel tanks;

13.2.4 Misusing, obstructing or damaging any facilities or other vehicles in the Car Park, including but not limited to, dropping litter or fly-tipping waste on the Car Park;

13.2.5 Driving dangerously or too fast and in contravention of the directional signs and speed limits;

13.2.6 Making unnecessary noise, including playing music in any way that annoys users of the Car Park or people who live or work nearby;

13.2.7 Filming or taking photographs of any vehicles, the Car Park or other users of the Car Park;

13.2.8 Cooking, cleaning or lighting fires;

13.2.9 Using the full facilities of a camper van, including, but not limited to, the toilet, bathroom and kitchen;

13.2.10 Doing or attempting to do anything which is a criminal offence or breach of the law.;

13.2.11 Smoking anywhere within the Car Park and the immediate vicinity of the Car Park;

13.2.12 Leaving the Car Park in a state or condition unfit for use by other persons using the Car Park;

13.2.13 Using any area of the Car Park as toilet facilities;

13.2.14 Any anti-social or annoying behaviour which may cause offence or inconvenience to us or any other user of the Car Park including, but not limited to, drinking alcohol, taking or dealing with illegal substances, fighting and/or loitering or having any animals of a lead when outside of a vehicle.

13.3 Permission to use the Car Park is automatically withdrawn if you or your passengers or anyone else under your authority or control do any of the things prohibited in clauses 13.1 or 13.2. We reserve the right, in our absolute discretion, to add to the list of prohibited activities at any time. Any of our representatives may require you to leave at any time and they are authorised if necessary to call for police assistance to have you removed.

14 Force Majeure

14.1 We do not accept liability for any cancellations, curtailments or damage otherwise caused to your vehicle or possessions by reason of war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disaster, fire, adverse weather conditions or technical problems to transport, closure or congestion of public transport links, cancellation or changes of schedules in relation to any scheduled business or personal travel plans and all similar events beyond our control. Further, we cannot accept responsibility where the performance or prompt performance of this contract with you is prevented or affected as a result of a force majeure event detailed in this clause 14.1 or such other circumstances beyond our or your control.

15 Our Group Companies

We reserve the right to perform any of our obligations or exercise any of our rights under these Terms through any other member of the same group of companies. This will not affect your rights under these Terms.

16 Third Parties

The ANPR is provided and maintained by Easy Parking Solutions Limited. All Vehicles details collected are shared by us with Easy Parking Solutions Limited for payment management purposes. The Third Party also has responsibility for issuing and management of Parking Charge Notices.

Information is shared with the Third Party in compliance with our Data Protection Policy and Privacy Policy, details of which can be found on our website.

17 Variation of the Terms and Conditions

These Terms cannot be varied except in writing by our Company Secretary or Head of Legal. Nothing said or done by any of our employees is capable of varying these Terms.

18 General

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

If you have any queries relating to these Terms, please contact us at information@twycrosszoo.org.

All of our bookings are non-refundable. In the instance that you are not able to attend the zoo for your chosen date, please contact information@twycrosszoo.org and a member of the team will be able to assist. This applies to standard ticket bookings only. Premium events are non-refundable and non-transferable.

*All ticket prices, opening times and events are subject to change

By purchasing a standard admission ticket and opting-in to Gift Aid, your ticket will be upgraded to a 12-month Annual Ticket.
Annual Tickets allow the holder to visit Twycross Zoo for an unlimited number of times within a period of 12 months starting from the date of purchase, subject to terms and conditions as listed on our website.
Further visits to Twycross Zoo using your Annual Ticket must be booked online at least the day before by selecting a date and a time slot prior to your visit, and is subject to availability.
A maximum of three future visits should be booked at any one time.
Twycross Zoo reserves the right to limit entry to Annual Ticket holders without notice. Reasonable notice will be given in advance where possible.
Annual Tickets are solely for entrance to Twycross Zoo and do not include admission to partner zoos and may not include access to particular special events, corporate events or educational events. If you wish to make use of additional benefits such as these please consider upgrading to a Twycross Zoo Annual Membership by contacting information@twycrosszoo.org
Annual Tickets do not apply or cannot be upgraded or used in conjunction with: adoption tickets, group tickets, discounted encounter tickets, educational visits or booking Twycross Zoo tickets via a third party or with a discount code.
Upon entrance to Twycross Zoo, the Annual Ticket holder must present their digital e-ticket to the admissions team along with their digital photo pass. Entry may be refused without presentation of an e-ticket and/or photographic ID.
Annual Tickets are specific to each individual purchaser. Holders who misuse or attempt to share or distribute their Annual Ticket to individuals not included within their original booking may result in the withdrawal/suspension of their Annual Ticket and subsequent admission to Twycross Zoo.
Admission to the Zoo is subject to availability and change on the day of each visit and Twycross Zoo reserves the right to close the Zoo to general admissions for up to 5 days in any calendar year.
Annual tickets are non-refundable and non-transferrable.
Customers who are unable to opt-in to Gift Aid can still benefit from the 12 months of entry and all other benefits provided to customers who opt-in.
Twycross Zoo reserves the right to vary these Terms and Conditions, subject to providing appropriate notice, using the contact details provided at the time of purchase.
Twycross Zoo also reserves the right to withdraw the future sales of Annual Tickets at any time.

Child Memberships (3-17 years) can only be purchased in conjunction with an Adult Membership.
Concession Memberships include Senior Citizens (age 60 and over) and NUS cardholders.
All members must create an account online – please contact us if you have any issues with doing this.
Twycross Zoo is closed on Christmas Day.
Memberships are non-refundable and non-transferable once purchased.
Members do not need to pre book their visit to Twycross Zoo.
Early Access Days: early access to the Zoo will be available on certain days for members only – please check the Member’s Portal / website for details.
15% off Animal Encounters and Keeper Experiences: 15% off any animal encounter or keeper experience, maximum of two per adult membership per membership year. Subject to availability. Bookable through the Member’s Portal. Additional, standard Encounter/Keeper T&Cs apply such as maximum numbers / minimum age – please see website for further details.
Discounts: applicable to Soft Play / Catering Outlets / Gift Shop and some events – subject to change and availability. Any third party discounts may be discontinued without notice.
Fast Track Entry – available during peak times and advised by Guest Services on arrival if available.
Twycross Zoo Member entry to partner zoos;
- One visit per Membership year:
  - Wild Place Project - Please email info@wildplace.org.uk with your name, address and contact number. You will then be advised on available dates to book. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Chester Zoo – For now they are able to accept walk-ins and you are not required to book. They advise to still check their website in case they apply any restrictions. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Marwell Zoo – Please contact their main reception on 01962 777407 to book. Please ensure you have valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Newquay Zoo – Please contact 01637 873342 to book. Tickets are only available a few weeks in advance at a time. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Paignton Zoo – Please contact 01803 697500 to book. Tickets are only available a few weeks in advance at a time. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
- Unlimited visits per membership year:
  - Belfast Zoo – Please email info@belfastzoo.co.uk with the number of members visiting, names and arrival time. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Dublin Zoo – Please email tickets@dublinzoo.ie with the number of members visiting and names. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Edinburgh Zoo – Members need to book through their website using the Pre-Paid ticket option. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
  - Highlands Wildlife Park – Members need to book through their website using the Pre-Paid ticket option. Please ensure you have a valid Twycross Zoo Membership Card(s) to show on arrival of your visit date.
- To access partner zoos please follow their booking process and present your valid Twycross Zoo Membership Card(s) upon entrance to the zoo. A membership card must be shown for each visitor. TZ memberships allow entry to partner zoos during normal opening hours - event days may not be included. Please confirm with the individual zoo before visiting as entry may be withdrawn or a pre booking may be required at certain times.
For further information about Twycross Zoo Memberships email info@twycrosszoo.org

If we are in a position such as a global pandemic (e.g. Covid-19) 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 bookings@twycrosszoo.org and we will endeavour to respond as soon as we can to book in another date with you. 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.

Can be redeemed against:

Twycross Zoo Annual Tickets - (online or onsite).
Twycross Zoo VIP Membership(s) - (online or onsite).
Twycross Zoo Animal and Keeper Experiences - (online only).
Twycross Zoo Soft Play Admission Tickets.

T&Cs

Your Twycross Zoo Gift Card was issued by Twycross Zoo – East Midlands Zoological Society Limited, a company registered in England and Wales (Company number 01060956) whose registered office is Norton Grange Burton Road, Norton-Juxta-Twycross, Atherstone, Warwickshire, CV9 3PX (“Twycross Zoo”).
Twycross Zoo Gift Cards / Encounter Gift Cards are valid for use for up to 12 months from the date of purchase and cannot be extended under any circumstances.
To purchase Twycross Zoo Gift Cards you must (i) be at least 18 years old (or the age of legal capacity in the country of purchase) and able to enter into legally binding contracts and/or (ii) have the permission of a parent or legal guardian.
Specific Animal Encounter Gift Cards can only be redeemed, online, against the Animal Encounter detailed.
Animal Encounters are always subject to availability and may be taken off sale at
any time.
If your Gift Card was valid for a particular product (e.g. an Animal or Keeper Experience / Annual Ticket or VIP Membership) and there is a subsequent price increase then please contact bookings@twycrosszoo.org and our team will be able to honour the price at time of purchase. This does not apply to open value gift cards.
Gift Cards cannot be redeemed in any of our onsite catering outlets, on Animal Adoption Packages, in our onsite or online Gift Shops.
If you do not spend the entire amount of the Gift Card the remaining balance will be updated after each purchase and shown on your printed receipt. The balance can be used against future purchases.
The Gift Card is not a cheque guarantee, credit, debit or charge card and the balance on your Gift Card will not earn any interest. Twycross Zoo cannot be held liable for lost, destroyed or stolen cards, or any used without permission - please protect them as you would cash.
Gift Cards can be used towards the purchase of goods at a higher price than its face value upon payment of the difference.
Any funds not used by the expiry date on the Gift Card will be lost.
Gift Cards cannot be exchanged for cash.

All Twycross Zoo Gift Cards cannot be exchanged and are non-refundable.
Twycross Zoo reserves the right to refuse Gift Cards for certain products without prior notice.
Terms and conditions are subject to change without notification but will be posted on our website.
Any personal information which you may from time to time provide in connection with your Twycross Zoo Gift Card shall be processed in accordance with the Twycross Zoo Data Protection Policy.
Subject to these Terms and Conditions, Twycross Zoo shall have no liability to you beyond the amount of unused funds which remain on the Twycross Zoo Gift Card on the earlier of the date on which:

the Twycross Zoo Gift Card is cancelled by Twycross Zoo; or
this agreement is terminated by Twycross Zoo; or
the Twycross Zoo Gift Card expires.

If you have any queries or complaints regarding your purchase you should contact Twycross Zoo at information@twycrosszoo.org
If any provision of these Terms and Conditions is found by a competent court to be illegal, invalid or unenforceable, that provision shall be deemed to be omitted from these Terms and Conditions and this shall not prevent or impair the legality, validity or enforceability of the other provisions of these Terms and Conditions.
All of these Terms and Conditions are governed by English Law and any disputes arising out of any transaction with Twycross Zoo are subject to the exclusive jurisdiction of the English Courts.

Save 40% this Summer voucher

Valid for all selected opening dates until 31/12/2023. This offer is for 40% off full-priced admission, plus benefit from being upgraded to a free annual ticket. This offer must be booked in advance prioir to visiting and the valid voucher must be brought to Twycross Zoo on date of visit for redemption of entry. This offer cannot be used with any other discount or voucher. Subject to availability and change. These terms and conditions are in addition to Twycross Zoo's standard terms and conditions.

For the full terms and conditions of Stay Play Explore, please visit the Go Leicestershire website.

For any concerns, queries or complaints please contact our Guest Services team via email: information@twycrosszoo.org or phone: 01827 880250 (9am-6pm)

Twycross Zoo, acting reasonably at all times, reserves the right to refuse admission or ban from entry without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner.

Visitor Survey - issued on 15/03/2023

To be in with a chance to win a penguin encounter for up to 4 people, you must be complete our Visitor Survey (via email) before midnight on Sunday 31st March 2024. After the closing date we will choose a winner at random from all successful submissions and contact a winner within 10 working days. If you do not hear from us, this time around sadly you were not the winner of our competition. All standard terms and conditions of our Penguin Encounter will apply. The encounter must be booked and completed before the end of 2024 and is not transferable to another prize, or cash value. Twycross Zoo accepts no responsibility for costs associated with the prize, including, without limitation, travel to and from Twycross Zoo.

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.

Opening times opening times summary
Day	Hours
Today:	9:30am - 5:00pm
Tomorrow:	9:30am - 5:00pm

Terms and Conditions

Purchasing tickets

Annual Tickets (Pay for a day and visit FREE for 12 months)

Memberships

Experiences

Twycross Zoo Gift Cards / Encounter Gift Cards

Promotions & Offers

Stay Play Explore

Complaints

Our right to remove you

Competitions and Prize Draws

Join The Herd!