Terms and Conditions

The following terms and conditions apply when entering into any transaction using the Chester Zoo website. The terms and conditions of each transaction type are made up of the specific terms relating to the transaction type (for example the “Gift Tickets” terms and conditions) Please note that more than one set of specific terms may apply to a single transaction (for example where you buy a gift ticket and a giraffe encounter) and where this is the case you will be entering into a distinct contract for each transaction type.

Gift Tickets Terms
The following definitions apply:
• An adult is a person aged from 16 years old to 64 years old (inclusive).
• A child is a person aged from 3 years old to 15 years old (inclusive). Children will not be admitted into Chester Zoo without an adult.
• An infant is a person less than 3 years old – we do not sell the gift ticket for this age group. Infants are admitted free of charge into Chester Zoo.
• A concession means a disabled person, senior, carer or student.
• A senior is a person aged 65 years or more.
• A student means an adult or senior who holds any type of valid photographic identity card showing they are a student.

Please note gift tickets are valid for 12 months from the day of purchase, and enable the visitor to visit once throughout that period.

When your booking has been confirmed your tickets will be dispatched to the address specified. It is the responsibility of the purchaser to ensure that the information you have supplied to us is accurate prior to making a purchase. We are only responsible for issuing gift tickets in accordance with the information you provide.

Gift Vouchers Terms
• Gift Vouchers cannot be exchanged for cash and change will only be given up to 50p
• Gift Vouchers are valid for up to two years from the date of purchase
• Gift Vouchers may be used in full or part payment for purchases in Chester Zoo's restaurants, cafes, shops or for admission into the zoo

Animal Adoption Gift Voucher Terms
Animal Adoption gift vouchers are valid for 6 months from the date of purchase and each adoption will start once the gift voucher has been received and the adoption has been processed. Animal Adoptions will expire 1 year from the date that they are processed.

Each Animal Adoption includes the benefits as stated on the Animal Adoption web page. Chester Zoo reserves the right to change these benefits at any time and without prior notice.

Beastie in a Box Terms
Chester Zoo will always accept return of and offer a refund (including original postage and packing costs) for defective goods returned within fourteen days of delivery, as long as the item is returned in its complete and original packaging together with a copy of your confirmation of order receipt. On return please provide a brief description of the fault.

Chester Zoo admission tickets can be used once and are valid for 12 months. A child ticket can be used by children aged 3-15 years old. Children under the age of 3 years old are admitted free of charge into the zoo. Admission tickets are non-refundable and cannot be used to receive a discounted rate on our memberships or in conjunction with any promotional offer.

Private Tour Gift Voucher Terms
• Price of the Private Tour gift voucher does not include admission into Chester Zoo.
• Private Tour gift vouchers are valid for 6 months from the date of purchase. 
• Private Tours must be booked a minimum of 4 weeks before your visit.

Animal Encounter Terms
• Giraffe Encounters, Penguin Island Encounters, Meerkat Encounters, Lemur Island Encounters and Rhino Encounters will be available on selected dates according to availability.

• Giraffe Encounter and Meerkat Encounter gift vouchers are valid for 6 months from the date of purchase.

• Penguin Island Encounters are valid for 9 months from the date of purchase.

• Lemur Island Encounter and Rhino Encounter gift vouchers purchased before 1^st April, 2012 are valid for six months from 1^st April, 2012.

• The Experience must be booked and fulfilled before expiry of the voucher. All Experiences must be booked a minimum of 4 weeks before your visit; however, due to high demand we suggest you book a date well in advance to avoid disappointment.

• Once the Encounter date has been booked, the Experience cannot be rescheduled and is non-refundable unless due to exceptional circumstances: illness/injury, pregnancy or bereavement. This is at Chester Zoo’s discretion.

• Chester Zoo reserves the right to ask any participant to leave the zoo should they behave in an inappropriate or unsafe manner.

• Giraffe Encounters, Penguin Island Encounters and Meerkat Encounters are suitable for adults and children aged 5 years old and over, however children (5 – 15 years) must be accompanied by a spectating adult paying normal zoo admission (1 adult per 1 child).

•  Lemur Island Encounters are suitable for adults and children aged 8 years old and over, however children (8-15 years) must be accompanied by a spectating adult paying normal zoo admission (1 adult per 1 child).

•  Rhino Encounters are suitable for adults and children aged 11 years old and over, however children (11-15 years) must be accompanied by a spectating adult paying normal zoo admission (1 adult per 1 child). 

• Penguin Island Encounter: Children aged 5-10 years must be accompanied onto the Penguin Island by their spectating adult; please be aware that spectating adults will not be able to take part in the Encounter.

• Lemur Island Encounter: Children aged 8-12 years must be accompanied onto the Lemur Island by their spectating adult; please be aware that spectating adults will not be able to take part in the Encounter.

• Regrettably, certain guests will be unable to take part including people with relevant phobias or known allergies and immunocompromised individuals. Due to health and safety, people with epilepsy will be unable to take part in the Penguin Island Encounter and pregnant women will not be able to partake in the Penguin Island Encounter, Giraffe Encounter, Lemur Island Encounter or Rhino Encounter.

• Whilst every effort will be made to accommodate those with a disability or learning difficulty, due to practicality and health and safety this cannot always be achieved; please contact Chester Zoo for advice before purchasing.

• Chester Zoo reserves the right to reschedule any of the booked dates for the Animal Encounters. Chester Zoo will give as much notice as possible; however this cannot always be guaranteed.

• Chester Zoo reserves the right to alter or cancel the Experience on any given day due to animal welfare or health issues or a change to the zoo's collection, but Chester Zoo will ensure that if this is the case then the activity will be replaced with another similar task. Chester Zoo will give as much notice as possible; however this cannot always be guaranteed. 

• In cases of severe weather (including rain which may affect Lemur Island Encounters) the Encounters may be rescheduled for another day. Giraffe Encounters may not take place when the weather gets too cold and the giraffes go indoors. Chester Zoo will endeavour to provide as much notice as possible but please be aware that cancellations may occur on the day of your Encounter for reasons beyond Chester Zoo's control.

• Chester Zoo does reserve the right to cancel your Encounter if you arrive at the Experience Hub more than 10 minutes after your pre-booked Encounter time; unfortunately your Encounter will not be rescheduled.

 Zoo Keeper Experience & Junior Zoo Keeper Experience Terms
• Gift vouchers are valid for 6 months from the date of purchase.

• The Experience must be booked and fulfilled before expiry of the voucher. All Experiences must be booked a minimum of 4 weeks before your visit; however, due to high demand we suggest you book a date well in advance to avoid disappointment.

• Chester Zoo reserves the right to reschedule any of the booked Experience dates. Chester Zoo will give as much notice as possible; however this cannot always be guaranteed.

• Once the Experience date has been booked, the Experience cannot be rescheduled and is non-refundable unless due to exceptional circumstances (Illness/injury, pregnancy or bereavement). This will be at Chester Zoo’s discretion.

• Chester Zoo reserves the right to alter the Experience on any given day due to animal welfare or health issues or a change to the zoo's collection, but Chester Zoo will ensure that if this is the case then the activity will be replaced with another similar task.

• Zoo Keeper Experience is suitable for adults aged 16 years and over. Regrettably, certain guests will be unable to take part including children under 16 years of age, people with relevant phobias or known allergies, pregnant women, and immunocompromised individuals. Whilst every effort will be made to accommodate those with a disability or learning difficulty, due to practicality and health and safety this cannot always be achieved; please contact Chester Zoo for advice before purchasing. Some of the work is quite physical, but anyone of reasonable fitness should be able to cope.

• Junior Zoo Keeper Experience is specially designed for 11 - 15 year olds and participants must be accompanied by a spectating adult whose admission into the zoo is included in this Experience. Please note that spectating adults are unable to take part in any of the Experience. Regrettably, certain guests will be unable to take part including people with relevant phobias or known allergies, pregnant women, and immunocompromised individuals.  Whilst every effort will be made to accommodate those with a disability or learning difficulty, due to practicality and health and safety this cannot always be achieved; please contact Chester Zoo for advice before purchasing. Some of the work is quite physical, but anyone of reasonable fitness should be able to cope. The Experience has been specially designed for 11 - 15 year olds.

• Health and safety: The Zoo Keeper Experience and Junior Zoo Keeper Experience are subject to several health and safety restrictions. It is the purchaser’s responsibility to check these before purchasing and to ensure that the participant fits these criteria.

• The weather should not affect the Experience(s), although in cases of severe weather the Experiences may be rescheduled for another day. Chester Zoo will endeavour to provide as much notice as possible but please be aware that cancellations may occur on the day of your Experience for reasons beyond Chester Zoo's control.

• Chester Zoo does reserve the right to cancel your Experience if you arrive at the Experience Hub more than 15 minutes after your pre-booked Experience time; unfortunately your Experience will not be rescheduled.

 Access to Chester Zoo
• A child or infant must be accompanied by an adult.
• The last admission to Chester Zoo is one hour prior to the advertised closing time.
• Chester Zoo reserves the right, in its absolute discretion, to refuse entry into or remove from the premises, any person.

This includes but is not limited to a person who:
• has behaved in a manner which, Chester Zoo feels has, or is likely to, adversely affect the animals at the zoo or the safety or enjoyment of other visitors.
• is or appears to be under the influence of alcohol or drugs.
• to prevent offensive weapons or dangerous articles from being taken into the zoo, visitors are admitted subject to a condition that, if requested to do so, they will allow themselves and/ or their belongings to be searched by Chester Zoo staff.
• has used 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 may disturb animals.

General Terms

Personal Information & Placing an Order
Please ensure that the information you provide at the time of making your booking is correct and complete. If you wish to make any changes to the information you have provided then please contact our Events team on 01244 650281. However Chester Zoo reserves the right not to act on any requested changes unless it would be unreasonable not to act.

Your Order
Once an order is placed, the cost of your items, delivery charges and estimated dispatch, will be specified in the order confirmation email that Chester Zoo will send to you. Chester Zoo will aim to ensure that prices and charges listed at the time of order are accurate, but Chester Zoo cannot accept any liability if the information displayed is incorrect. Chester Zoo will inform you (using the email address you have given us) of the correct price or charge in the event that an error has been made. Chester Zoo will endeavour to inform you with in a reasonable time of Chester Zoo becoming aware of this error and you will be asked if you wish to continue with your order on the basis of the correct information.
Your order will be cancelled if Chester Zoo does not receive confirmation that you wish to proceed with your order within a reasonable period, in response to the notification email. 

Payment
When you place an order through this website, this will be an offer by you to purchase the Chester Zoo shop items displayed in your shopping basket. Chester Zoo will then send you an acknowledgement email listing the items you have ordered. Once your order is completed successfully online, payment will then be taken from your payment card.

Dispatch
All items are supplied subject to availability and may become unavailable at any time. If  Chester Zoo is unable to supply the item within 30 days of your order we will send an email to your contact email address (the email address you have given us) to inform you that this is the case. 
Chester Zoo will supply your items within 30 days but endeavor to dispatch items within 3-5 workings days from the date of purchase; however delays will occasionally be inevitable in circumstances such as the unavailability of specific items or due to factors outside of Chester Zoo’s control. Chester Zoo will not be liable for any delay or failure to dispatch items within the estimated timescale.

Delivery
Items will usually be delivered by Royal Mail. Chester Zoo cannot be held responsible for any delivery delays following dispatch.

• At present Chester Zoo delivers to the UK only.
• All prices listed include VAT (where applicable) but exclude delivery charges, which will be shown separately in your order confirmation email that Chester Zoo will send once you place an order.
• Chester Zoo recommends that you print out and retain your confirmation of order receipt e-mail in case you want to contact us about your order or return items after delivery.

Defective Goods
Chester Zoo will always accept return of and offer a refund (including original postage and packing costs) for defective goods returned within fourteen days of delivery, as long as the item is returned in its complete and original packaging together with a copy of your confirmation of order receipt. On return please provide a brief description of the fault.

Non Defective Goods Returns and Order Cancellation
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your order and or return an item purchased through the Chester Zoo online shop within 7 (seven) days of delivery for any reason. Chester Zoo will refund your payment card with both the item cost and original posting and packaging cost within a reasonable period of time. Unfortunately Chester Zoo is not able to refund the cost of return postage and packaging. Please note this does not include the right to return personalised items and admission tickets. A refund can only be made to the purchaser on the same card originally used for payment.
A refund cannot be given once a booking has been made or on extended, expired or exchanged vouchers.

Please return items to Chester Zoo Events Office at:
North of England Zoological Society
Chester Zoo
Cedar House
Caughall Road
Upton by Chester
Chester CH2 1LH

Please include a copy of your confirmation of order receipt and original packaging.

Amendments to the Terms
Chester Zoo reserves the right to alter its terms and conditions, product details and prices at any given time without prior notice.
Chester Zoo reserves the right to remove any discounts and other promotional offers at any given time without prior notice.

Events Beyond Chester Zoo’s Reasonable Control
Chester Zoo will not be held responsible for any delay or failure to comply with its obligations under these terms if the delay or failure arises from any cause which is beyond its reasonable control. This term does not affect your statutory rights.

Waiver
If you breach these terms and Chester Zoo takes no action, Chester Zoo will still be entitled to use its rights and remedies in any other situation where you breach these terms.

Warranty as to Age and Residential Status
You warrant...
• That you are at least 18 years of age and possess the legal authority to enter into any transaction through this website (including instructing us to collect any payments from a payment card or billing account).
• To use this website in accordance with the terms and conditions.
• You agree to be financially responsible for all transactions you undertake through your use of this website (as well as for use of your account by others).
• That you are a resident of the United Kingdom.

 Third Party Rights
None of the terms shall be enforceable under the Contracts (Rights of Third Parties) Act 1999 by a party other than you or Chester Zoo.

Law

These terms are governed by and shall be construed in accordance with English Law, and any claim brought under the terms shall be subject to the exclusive jurisdiction of the English Courts. This website is directed to the United Kingdom and therefore certain terms and conditions may not be applicable to non United Kingdom nationals who access this website.