London Zoo Terms and Conditions

Ticketing and Special Events Terms and Conditions

Our Terms

These are the terms and conditions on which we supply goods, services, tickets, membership, experiences and other products to you. 

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. 

Information about us and how to contact us

Who we are

We are the Zoological Society of London, a registered charity in England and Wales and a Royal Charter body. Our charity number is 208728 and our company registration number is RC000749. Our registered address is the Zoological Society of London, Regent’s Park, London, NW1 4RY. 

How to contact us

You can contact us by clicking on this link and completing the enquiry form.

Booking enquiries

We've created FAQs to answer to our most frequently asked questions, including questions about your zoo booking.

General admission / tickets

In purchasing tickets for entry into London Zoo and or Whipsnade Zoo (each an “Attraction”) you enter into an agreement with the Zoological Society of London, registered charity number 208728 (in this section “ZSL”) on these Terms which incorporate the “Common Terms” on this website applicable to all transactions. Please note that all ticket prices are subject to change without prior notice and can vary by date of visit or through different sales channels (e.g. website and at the gate).

Classes of ticket holder:

• A Child is a person aged from 3 year to 15 years (inclusive). A Disabled Child ​is a Child with accompanying supporting documents*. Children under the age of 3 may enter free of charge. Children (aged 15 and under) must be accompanied by at least one adult.
• An Adult is a person aged from 16 to 64 years old (inclusive). A Disabled Adult ​is an Adult with accompanying supporting documents*.

Free entry for one essential carer per disabled visitor. This will be applied at the Gate. If you need more than one carer at the same time and you consider that it would be a reasonable for us to allow more than one carer free entry, please let our Supporter Contact team know so that we can co-ordinate your request. The team may ask you to provide reasonable evidence such as PIP or DLA documents.

• A Senior is a person aged 65 years or more, with accompanying supporting documents*.
• A Student is any Adult holding a valid photographic identity card** showing they are a current student.

*​ ZSL reserves the right to charge the applicable general admission rate to any person not able to validate their entitlement to Concession rates.

Special ticket types:

• Family tickets are bookable for groups of three or four people, who must arrive and be admitted to the zoo at the same time. Family tickets are available online only, for any visit date except Off Peak Weekdays. Quoted savings are based on the family ticket price vs standard price for three or four people aged 16 or older booking together. Family ticket is eligible for the free return summer offer, but is not combinable with any other offer or discount. Currently available to book up to 2 September 2026.
• Flexi-ticket or open-ended ticket: Available at additional charge, Flexi tickets are valid for a single visit any day within twelve months from the date of purchase only. Please note that dates are subject to availability and require pre-booking online. You cannot redeem your tickets at our main entrance.
• Universal Credit tickets. A limited number of reduced price tickets for London and Whipsnade Zoo have been made available online for those currently receiving Universal Credit, Pension Credit, New Style Employment and Support Allowance, or New Style Jobseeker’s Allowance. You will need to bring proof of eligibility with you and show this when you present your ticket(s) to our friendly staff at the admissions gate. This can either be by logging into your Universal Credit portal or by bringing you proof of benefit letter (one proof per household). To be eligible you must have received a qualifying benefit payment within the last month and you may also be asked to show photographic ID. These discounted tickets will not be accepted without one of the above documents (per household) as proof of eligibility. Tickets are valid only for the date stated upon them.
• Max Card Tickets are discounted tickets available to people who hold a valid Max Card. Tickets are limited to six per card, are only available at the gate, on the date of visit and you may also be asked to show photographic ID. Max Card tickets cannot be combined with any other offer, discount or promotion. Max Card tickets are subject to availability and can be withdrawn at any time, without notice. Max Card tickets are valid for one day of general Zoo admission only and are not valid for special events, experiences or Membership.
• Community Access Scheme Tickets are special subsidised tickets available to specified Community Engagement Partners: organisations that work with older people (60+), households on low incomes, and people with additional needs or disabilities. Two types of Community Access Ticket are available: 

1) For organisations wishing to distribute tickets to individuals/families (any number) we offer flexible-dated vouchers which the end-user can exchange on our website for a Zoo ticket on a date of their choice. These vouchers are valid for a single visit any day within twelve months from the date of voucher issue.

2) For organisations wishing to come as a group (15+) on a single date we offer fixed-dated Community Access Tickets which can simply be scanned on arrival at the Zoo to gain admission.

• All organisations who have been accepted to purchase tickets through the Community Access Scheme are considered Community Engagement Partners and must ensure the tickets are going to be used by the people they are intended for. You can apply for tickets here - please do check the eligibility before applying.
• Community Engagement partners agree to ensuring that at least 25% of their clients, who visit the zoo, complete a post-visit survey.

Ticket validity

• Tickets sold online (with the exception of Flexi tickets) are valid only for the date stated upon them.
• Tickets do not guarantee car park entry and parking charges (or car entry at Whipsnade) are not included within the price.
• Tickets are non-refundable, non-transferable to other Attractions or persons and may not be resold without the prior written consent of ZSL. If any person attempts to enter an Attraction with a ticket that has been resold without ZSL’s written consent, ZSL may refuse entry and no compensation is payable to that person by ZSL.

Gift Aid on tickets

As part of your ticket, you can add an optional 10% donation which helps us continue our conservation work in the UK & abroad. By agreeing to pay this optional donation, we can claim Gift Aid on the full ticket price if you are a UK tax payer.

We Care Guarantee

If something unexpected happens, during standard Zoo opening hours, to negatively impact everyone's experience, that day will qualify for our We Care Guarantee and online ticket holders can re-visit for free. Tickets are only valid for a single return visit to London Zoo, within two calendar months of the original visit date, for exactly the same tickets purchased originally. For example, one adult and one child.

Free return visits will only be accepted upon presentation of the original tickets, either digitally or on paper, with a valid photographic ID for the lead booker. Return visits under this guarantee have no cash value and cannot be transferred to somebody else.

You cannot re-visit more than once under this guarantee. If there is another impact on visitor experience such as multiple exhibit closures or extensive power cuts on your return visit, you will not be entitled to another free visit.

The date of your original tickets must be an eligible day, as determined by London Zoo. Eligible dates will be available on this webpage, from the next working day.

No cash alternative is available, tickets cannot be re-sold or exchanged.

The Guarantee only applies to London Zoo admission tickets booked in advance through the London Zoo website. School visits, Member visits, Universal Credit tickets and tickets booked through a third party are excluded from this promotion.

The We Care Guarantee does not apply to special events or experiences, including, but not limited to, Zoo Nights, Meet the Animals, London Zoo Lodges and Keeper for a Day.

Return visits are subject to availability. London Zoo has the right to refuse entry and withdraw the We Care Guarantee offer at any time. Qualifying days will be determined by London Zoo and that decision is final.

Please click here to check for dates that are covered by our We Care Guarantee.
 

General admission conditions of entry

• Children under 16 will not be admitted without an adult.
• Last entry is one hour prior to the advertised closing time.
• Smoking and vaping is not permitted in the Zoo. Please read our smoking policy here.
• Re-entry is not permitted at London Zoo, with the exception of visitors wishing to leave briefly to smoke or vape in designated areas outside the Zoo. Visitors wishing to do so should exit via the main entrance and ask staff for a hand stamp to permit re-entry. No re-entry is permitted after the normal last entry time, one hour before the Zoo closes.
• No dogs or other animals are permitted on site at London Zoo, with the exception of assistance animals under specific conditions:
  • If your dog is not a registered assistance dog, please complete this this online form.
  • Assistance dogs are not permitted at our animal demonstrations at London Zoo or in any of our walkthrough exhibits, this includes Rainforest Life, In with the Lemurs, the Butterfly House, In with the Spiders, Squirrel Monkey walk-through, the Touch Paddock, the Blackburn Pavilion Bird House, African Bird Safari and Gorilla Kingdom Bird Aviary. Additionally, dogs are not permitted in the temple clearing/”360” viewing areas in Land of the Lions.
  • Zoo animals and dogs can react to each other, so we ask that if you notice any behaviour changes or interactions, please move on to another exhibit.
  • Your dog must remain calm and quiet and at least 2 metres away from any animal enclosure fences and windows.
  • We advise that you completely avoid areas where you are in close proximity to fences surrounding our big cats.
  • Please ensure your dog is fit and healthy when visiting the Zoo, and has not shown any signs of ill health – including diarrhoea and vomiting – in the last 24 hours. They must have been resident in the UK for the last 6 months and have received all annual vaccinations and anthelmintic treatments.
  • Dogs must not be left unattended; at all times they must remain with an adult and on a short lead.
  • Please clean up after your dog. Ask at the main gate if you do not have a poop bag.

The risk to London Zoo’s animals and the assistance animals depends on the species, current health and security requirements, and history of the assistance animal; therefore, we do not encourage non-dog assistance animals to enter our site. Visitors who need non-dog species to enjoy their day at London Zoo should contact our Supporter Contact team before their visit by clicking on this link and completing the form to arrange a discussion with our Zoo Animal Manager.

• Visitors with assistance dogs will be asked to meet with the Animal Duty Manager on arrival for an on-site briefing and confirm acceptance of these and any other conditions required on that day. Your assistance dog may be asked to undergo a brief health check to help protect the health of all animals on site.
• Bicycles, electric scooters and motorbikes are not allowed on Zoo premises.
• Roller skates, rollerblades, skateboards are not allowed on Zoo premises. Children's scooters are permitted as long as they are supervised by an adult. No adult scooters are allowed on site.
• Heelys roller shoes must not be used as skates but may be worn as shoes.
• Buggies and pushchairs are left unattended at their owner’s risk and any containers left unattended may be removed for security reasons. ZSL accepts no responsibility for damage to or loss of personal property brought into Attractions.
• BBQs not permitted.
• Permission must be obtained for all filming and photography for commercial purposes.
• ZSL reserves the right to refuse entry into, or remove from the premises, any person. This includes, but is not limited to, a person who:
  • Has behaved in a manner which, in the opinion of ZSL, has, or is likely to, adversely affect the animals at the Attraction or the safety or enjoyment of other visitors.
  • 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.
  • Is, or appears to be, under the influence of drugs or alcohol.
• We do not knowingly allow any person to visit our zoos who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders’ register); (iii) has any record of any order indicating anti-social behaviour, violence, abuse, public disorder or criminal damage or any other form of anti-social behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Sexual Harm Prevention Order or Child Abduction Warning Notice. If you do not disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and / or require that you, any person in your party falling into one or more of the above categories, and (at our discretion) the other members of your party leave ZSL London Zoo or ZSL Whipsnade Zoo (as applicable) immediately. Either in the case of enforced cancellation or requiring you to leave our site, we reserve the right to do so without refund.
• It is prohibited to take into an Attraction:
  • Any weapons, fireworks, smoke bombs, glass bottles, blades, flammable liquids or other articles that may cause injury.
  • Skateboards, rollerblades, roller skates, bikes and other forms of personal transport.
  • Alcohol
  • Balls, frisbees, balloons or any other similar item.
  • Pets or animals of any nature
• To prevent offensive weapons or dangerous articles 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 ZSL staff.
• By purchasing a ticket to an Attraction, Visitors agree to:
  • Not smoke or vape.
  • Keep their voices and mobile telephone volumes low
  • Not attempt to feed the animals or enter animal enclosures
  • Not tap on glass or put any body part through railings or fencing
  • Not film or take photographs of the Attraction for public broadcast, commercial purpose or student projects unless authorisation has first been obtained from ZSL
  • Not throw any article which could cause injury or annoyance to visitors or animals
• ZSL reserves the right to amend pricing and opening times entirely at its discretion and without prior notice. Please check our website for opening and closing times. We may close or change some exhibits or areas within the Zoos partly, entirely or at certain times of the year for various reasons including, but not limited to, special events and refurbishment.
• From time to time, we may need to close one or both zoos or adjust opening and closing times. Examples would be if we are required to do so by law, for safety (e.g. very high winds), and for required maintenance and upkeep, such as our planned annual weekday closures which help us to keep the zoos in the condition you would expect. Anyone who has a ticket, lodge stay, or experience booked for a day when we need to close all day is entitled to transfer their booking to another date to be agreed with us.”

Issue of e-tickets

• When your booking has been confirmed your tickets will be dispatched via e-mail to the e-mail address you specified. It is your responsibility to check prior to purchase that the information you have supplied to us in respect of your e-ticket requirements is accurate. We are only responsible for issuing e-tickets in accordance with the information you provide.
• Once purchased, e-tickets are non-refundable, non-exchangeable and cannot be swapped to another Attraction. E-tickets are only valid for the date stated upon them, with the exception of Flexi tickets.
  
• On arrival at the Attraction, the following will be required in order to validate an e-ticket purchased through this website:
  • Appropriate proof of entitlement to any discounted ticket rate claimed (such as NUS card, pension booklet, passport) for each person to be admitted under the ticket
  • A legible print-out of your e-ticket to be scanned. Although scanning from a phone screen is usually possible this cannot be guaranteed. Failure to bring a print out with you may delay the admission process. ZSL reserves the right to refuse admission to any person not able to validate their e-ticket in the above manner.

Promotions, offers and third-party ticket sales

• Additional Terms and Conditions may apply to Promotions and Offers bought or arranged through a Third-party. Please read terms and conditions provided by the Promoter or Third-party Supplier before purchasing.
• No promotion may be used in conjunction with any other offer or discount.
• Please check voucher terms and conditions for validity.
• Smartsave discount codes and Tesco Clubcard vouchers are not valid for entry/payment.
• We participate in the National Rail 2-for-1 scheme. Zoo tickets must be booked direct with ZSL using the unique URL link on the Days Out Guide website. Paper two-for-one vouchers will not be accepted. For details and to claim your code see www.daysoutguide.co.uk/zsl-london-zoo. Valid train tickets must be presented at the zoo entrance along with the discounted Zoo tickets. In the event of different priced tickets being purchased, the cheapest ticket/s will be free.
• A child, aged 5 - 15 years, who produces a valid Blue Peter badge card at the gate will be given free entry when accompanied by a full paying adult. One full paying adult will be required for each qualifying child and the adult ticket must be purchased upon arrival at the Zoo. If a disabled child with a Blue Peter Badge requires a carer, both the carer and disabled child can enter for free.
• We offer Blue Light Card and Defense Discount Service card holding members a discount on dated Zoo admission tickets. Tickets must be booked online in advance. Blue Light Card and Defense Discount Service discount cannot be redeemed at the gate. The discount code is valid for qualifying tickets in the basket, up to a maximum of 14 tickets. The discount code is only valid for full price dated Zoo admission tickets and cannot be used with Family tickets, Universal Credit tickets, for Membership, special events or experiences. The discount cannot be combined with any other offer or promotion. The Blue Light Card or Defense Discount Service member must be one of the visitors. You will be required to show your Blue Light Card or Defense Discount Service ID card at the gate on arrival at the Zoo.
• The 25% Run Wild spectator discount is valid for London Zoo admission tickets for Sunday 20 September 2026 only. This discount will be applied to Adult, Child and Concession tickets, up to a maximum of four discounted tickets per race participant and per transaction. Additional full priced tickets can be bought in the same transaction. Spectators will be required to provide the race participants name at the gate on arrival. This offer cannot be combined with any other offer, discount or promotion. It is not valid for Membership, Events (other than the Run Wild Event) or Experiences. This promotion is subject to availability and may be withdrawn at anytime, without notice.
• Voices of London tickets are for daytime visits only. They are not valid for Zoo Nights events. The promotion is only valid for Black Cab Drivers, Concierges and Tourist Centre Information Staff. In order to validate your e-ticket you must bring an appropriate proof of entitlement (concierge business card, TIC National Passcard or black cab driver badge). Entry for this event is limited to a maximum of 2 adult and 2 child tickets per person. Tickets are limited and must be booked in advance. There will be no allocation on the door.
• We may occasionally offer a family ticket as a promotion, either available through zsl.org or a third party seller. Only tickets purchased through zsl.org can be redeemed against a membership upgrade. ZSL general terms and conditions apply to all family tickets regardless of where they are purchased.
• Free return visit offer, summer 2026:
  Visitors buying an eligible zoo ticket during the offer period may claim equivalent free tickets for either London Zoo or Whipsnade Zoo, subject to the following conditions:
  • Book General Admission tickets online at londonzoo.org or whipsnadezoo.org between 23 June and 2 September 2026 inclusive.
  • The original visit date must be on or before 2 September 2026.
  • Return visit must be claimed before 23:59 on 15 October 2026 and taken on or before 16 October 2026.
  • Return visit can be taken on dates only after the original paid-for visit.
  • Free tickets issued on a like-for-like basis with the original transaction, e.g. 1 Adult on original booking = 1 free Adult on the selected revisit date.
  • Free tickets can only be claimed as a single batch, for a single return visit date.
  • Tickets sold by third-parties are not eligible for the free return visit.
  • Tickets bought from ZSL with third-party promotional discounts are not eligible for the free return visit. This exclusion includes National Rail 2-for-1, Blue Light Card, KidsPass, Days Out with the Kids Pass, and Octoplus.
  • Universal Credit tickets, Flexi tickets, Group tickets, Youth Group tickets, Education tickets, comp tickets and any other ticket types outside General Admission are not included in this promotion.
  • ZSL Member, Fellow and Patron half-price tickets are excluded from this promotion.
  • ZSL’s own Family Tickets are valid – three or four free return tickets will be issued depending on the type of Family Ticket purchased originally.
  • Free return tickets are issued to and must be used by the booker of the original paid-for transaction. Tickets found to have been passed on to third-parties will be void.
  • ZSL reserves the right to amend or cancel this promotion at any time, for any reason.

Parking at London Zoo

Parking is available for a charge a short walk from the Zoo entrance, open from 10am each day. Availability cannot be guaranteed, and parking will be on a first come, first served basis. The car park closes at 8:30pm. Please ensure you have left the visitor car park by this time as it is then locked down until the next day.

Full details: London Zoo Parking Information

Zoo Nights 2026

• Zoo Nights tickets are only valid for the date detailed on the tickets. Customers are advised to check their tickets ahead of time to ensure they are visiting on the correct date. There is no entry to the event without a valid Zoo Nights admission ticket.
• Tickets are non-refundable or exchangeable.
• All visitors to Zoo Nights must have a valid, dated Zoo Nights admission ticket. The ‘Two Truths and a Lion’ tour upgrade tickets, Champagne experience upgrade tickets (with or without charcuterie or vegan board) and ZooTown experience upgrade tickets on their own do not include Zoo Nights entry. Zoo Nights admission tickets must be purchased in addition to any upgrade tickets.
• General admission day tickets are not valid for Zoo Nights events.
• The early bird offer is valid from 14 April 2026 to 4 May 2026. This offer is only valid when booking tickets for 5 June 2026, 12 June 2026, 19 June 2026 or 26 June 2026 and only applies to Zoo Nights standard admissions tickets, ‘Two Truths and a Lion’ tour upgrade tickets, Champagne experience upgrade tickets (with or without charcuterie or vegan board) and Zoo Nights VIP Sleepover lodge nights. The early bird offer is not valid on ZooTown experience upgrades. 
• Last entry to all Zoo Nights events is 9pm. No entry will be admitted beyond this time. 
• Animal exhibit closing times vary. Please refer to the Zoo Nights web page and signage on-site at London Zoo for the latest details. 
• All ticket holders to the event must be over the age of 18 on the day of the event. If ZSL believes anyone to be under the minimum age, they will be required to show ID. Failure to do so will result in non-admittance into the event. ZSL will not refund tickets to anyone who has purchased a ticket under the age of 18.
• Capacity is limited at Zoo Nights events and across talks, tours and upgrades as part of the evening openings. Please arrive at each location in plenty of time to avoid disappointment.
• The ‘Two Truths and a Lion’ tour upgrade tickets, Champagne experience upgrade tickets (with or without charcuterie or vegan board) and ZooTown experience upgrade tickets are separate to Zoo Nights admission and are issued for a specific session time. Failure to arrive in time for the start of the upgrade may mean you will be unable to take a tour and/or have reduced time in your upgrade session. 
• Champagne experience upgrade tickets (with or without charcuterie or vegan board) are only valid when booked in pairs. 
• ZooTown standard terms & conditions also apply to ZooTown experience upgrades. Where ZooTown terms & conditions and Zoo Nights terms & conditions conflict, the terms and conditions listed here shall take precedence.
• No food or drink is permitted inside ZooTown. 
• Re-entry to Zoo Nights is not permitted.
• The event will still go ahead in rainy weather conditions and tickets will not be refunded if guests choose not to visit due to weather conditions, or other personal choice.
• In the event that we have to cancel the event due to force majeure, ZSL will seek to find a reasonable alternative date for the event or refund tickets.
• Concessions and offers relating to standard day visits to London Zoo (e.g. National Rail 2-for-1) are not valid for Zoo Nights tickets.
• Flexi ticket vouchers cannot be redeemed against Zoo Nights tickets.
• Corporate Partner Voucher Codes are not valid for Zoo Nights tickets.
• Zoo Nights tickets are not redeemable against membership upgrades.
• Bag checks will be in operation as a condition of entry.
• Balloons are not permitted on-site at London Zoo at any time.
• ZSL’s standard Terms & Conditions of entry apply. 
• ZSL reserves the right to amend pricing and access to exhibits entirely at its own discretion and without prior warning.
• Limited luggage storage facilities are available for use during Zoo Nights events on a first come, first served basis.
• Notice of filming: Please note that photography and filming by ZSL may take place during Zoo Nights events. By attending Zoo Nights you consent to the Materials being used for marketing and publicity-related purposes and you understand that they may be published on the ZSL website, social media channels, broadcast media, publications and relevant marketing activity in the UK. Official ZSL photographers can be identified by their ZSL badge.
• Other media partners may also be present and may take their own photographs and/or film. ZSL is not responsible for, and cannot accept liability for, any loss or damage arising from the use of such material by other media partners. If you have any questions or concerns, a member of the ZSL team will be happy to help.

Meet Santa 2025

Meet Santa Ticketing & Admission:

• Meet Santa ticketholders who also hold a valid ZSL membership will be granted Zoo entry on arrival by showing the Meet Santa ticket in conjunction with their membership card, without the need to pre-book a Zoo ticket in advance.
• All other visitors, including Under 3s and any non-members, will need a valid Zoo ticket in addition to their Meet Santa ticket in order to enter the Zoo.
• Your ticket is only valid for Meet Santa at London Zoo.
• Tickets are non-refundable.
• The Meet Santa ticket alone does not include Zoo admission.
• All visitors will need a valid Zoo admission ticket in addition to their Meet Santa ticket in order to enter the Zoo for their experience. This includes adults, children, under 3s, and any non-members.
• Meet Santa ticket holders must arrive before the 15:00 official last entry for time slots at 15:00, 15:30, 16:00, or 16:30.
• Meet Santa ticket holders who also hold a valid ZSL membership will be granted Zoo entry on arrival by showing their Meet Santa ticket in conjunction with their membership card, without the need to pre-book a Zoo ticket in advance.
• Your ticket is only valid for Meet Santa at London Zoo.
• Tickets are non-refundable and not transferable to other dates, times or visitors.
• Please check in at Grotto Registration on the main lawn at least fifteen minutes before your Meet Santa time slot and arrive at the grotto no more than five minutes before your Meet Santa time slot.
• We cannot guarantee admission to late-comers.
• By purchasing a ticket, visitors agree to adhere to ZSL’s General Admissions Terms & Conditions.

Meet Santa, Meet Santa Relaxed, Meet Santa Priority and Meet Santa Priority Relaxed, Booking Limits:

• Anyone without a ticket will not be allowed into the event. However, subject to the discretion of the onsite events team, additional adults may be permitted into the grotto.
• Each booking must include a minimum of one adult ticket.
• Each booking is limited to a maximum of two adult tickets.
• Each booking is limited to a maximum of three child tickets.
• All children, including children under 3, must have a ticket to participate in the experience in any way.
• Children under 3 not participating in Meet Santa i.e. those without a ticket will not be able to participate in crafts, meet Santa, or receive a gift. Meet Santa tickets must be booked for the whole party participating.
• Please note that only a maximum of five visitors are permitted to enter Santa’s grotto at any time which includes the minimum one adult required and any additional adults and children.
• If visitors need to book more than three children, they must make an additional booking for the additional children, up to a maximum of three children with a minimum of one separate adult per booking.
• If visitors have two bookings for the same date, venue, and time slot, and wish for both groups of children to do their crafts together, they must request this during the Extra Information stage of the booking journey or through our Supporter Contact team via this enquiry form in a timely manner and including both booking numbers. Whilst reasonable efforts will be made to accommodate requests, there is no guarantee it will be possible subject to logistical capacity on the day.

Meet Santa Relaxed Sessions & Accessibility:

• Different relaxed session types are as follows: Meet Santa Relaxed, Meet Santa Priority Relaxed and Meet Santa Deluxe Relaxed (see next section for further details).
• Relaxed sessions include the same experience of meeting Santa and receiving a gift, but with limited lights, ambient sounds, and other sensory stimulation designed especially for those with additional needs.
• Ticketholders for these sessions do not need to queue. Please bring your Meet Santa Relaxed ticket with your general admission Zoo ticket (or ZSL Membership card) straight to the Zoo entrance.
• For any queries or specific accessibility needs, please refer to FAQs on the Meet Santa webpage or contact ZSL’s Supporter Contact team at least 48 hours before your visit.

Meet Santa Deluxe, Meet Santa Deluxe Relaxed, and Meet Santa VIP Breakfast Sessions Booking Limits:

• Each booking must include a minimum of one adult ticket.
• Each booking is limited to a maximum of four adult tickets.
• Each booking is limited to a maximum of three child tickets.
• ZooTown terms and conditions apply to Meet Santa Deluxe and Meet Santa Deluxe Relaxed sessions.
• We cannot guarantee that products used within any of the Deluxe or VIP breakfast sessions have not been in contact with nuts.
• Dietary requirements for Meet Santa VIP Breakfast must be declared at least 48 hours ahead of your session time. If not, we cannot guarantee availability of a suitable alternative.
• Only adults and children with valid, relevant VIP Breakfast tickets for London Zoo will be admitted entry to the Zoo before official opening at 8am when the experience starts.
• General admission outside of this experience’s hours is not included and must be purchased separately.

Changes to the Meet Santa experience:

• ZSL reserves the right to alter the experience on any given day due to animal welfare, health issues, staff shortages, bad weather or changes to the zoo’s collections, but will ensure that if this is the case, then the activity will be replaced with another similar task. ZSL endeavours to keep such changes to a minimum. Over the course of time, sometimes activities have to be changed and therefore may be different to what was advertised at the time of purchasing.
• ZSL reserves the right to change or cancel any dates on any of the above Meet Santa experiences for reasons such as the minimum number of participants has not been reached, extreme bad weather, staff shortages, animal welfare issues or force majeure. ZSL will endeavour to notify you as soon as possible. Regrettably, ZSL cannot cover travel, accommodation or any other related costs if it is forced to cancel a date.

Animals on show

ZSL cannot guarantee that all animals will be on show at the Zoos throughout the day. For various reasons, including animal welfare, certain animals may be off show to the public without prior notice.

Additional terms

• London Zoo tickets must be booked online in advance at londonzoo.org, on the gate at time of arrival, or via one of our approved third-party ticketing partners.
• Paying visitors will be permitted to enter the zoo any time after the time stated on their ticket, up until the last entry time that day.
• Members, Fellows and Patrons of ZSL do not need to pre-book in advance and gain entry by showing their valid membership card on the day of their visit.
• Flexi ticket holders (including bulk ticket holders) must exchange their open-dated voucher for a dated zoo ticket in advance of their visit. Instructions on how to do this have been emailed to all flexi ticket holders at the time of issue.
• Holding a flexi ticket is no guarantee of ticket availability on any specific date you wish to visit. Tickets from that daily allocation will be sold on a first-come-first-served basis.

ZooTown terms and conditions

1. Booking & Sessions

• All ZooTown visits must be booked in advance of the play session, only ticket holders will be permitted entry.
• Each session is 45 minutes long. Visitors are asked to arrive no more than 5 minutes before their session start time and must leave promptly at the end to allow cleaning and reset.
• Zoo admission is not included in your ZooTown booking and you must have a valid Zoo ticket or membership to enter the Zoo.
• Visitors are asked to arrive 5-10 minutes before the start of the booked play session. Due to high demand and in the interest of fairness to all our guests, if visitors do not arrive within 10 minutes of the session start time, their ZooTown places may be resold to visitors at the ZooTown entrance. Doors close ten minutes after the session start time and latecomers may not be admitted.
• Tickets are non-refundable, non-transferable and may not be resold without the prior written consent of ZSL.

2. Supervision & Behaviour

• Children must be always accompanied by a responsible adult aged 18 or over, who must remain inside ZooTown.
• Zoo staff are present for overall safety, not for supervising children; supervision remains the responsibility of accompanying adults.
• Unacceptable behaviour - such as aggression, bullying, abusive language, or damage - may result in removal without refund.

3. Health & Illness

• Children or adults who are, or have recently been, ill should not attend ZooTown for at least 48 hours after recovery, to minimise infection risk.
• Should illness occur during a session, visitors will be politely asked to leave immediately.

4. Food & Drink

• Drinks are permitted inside ZooTown. Hot drinks must have lids at all times.
• Food is not permitted inside ZooTown due to allergy management.

5. Clothing & Personal Items    

• Both socks and shoes must be worn at all times within ZooTown. Bare feet and open toe shoes are not permitted.
• Children and adults should wear appropriate clothing (e.g. covering legs/arms) to reduce risk of injury.
• Personal toys should remain with the adult and not be brought into the play zones.

6. Liability & Safety

• ZooTown or ZSL does not accept liability for any injuries resulting from improper use of ZooTown or the equipment, costumes and props, or from lack of supervision.
• Visitors are responsible for their own belongings; ZooTown or ZSL are not liable for loss, theft, or damage.
• Behaviour that may cause danger to that person or another (e.g. climbing, throwing of items) are prohibited for safety reasons.

7. Photography & Privacy

• Guests may take photos or videos of their own children for personal use only. Publishing images of others requires explicit consent.
• ZooTown/London Zoo/ZSL may use images of children for promotional purposes only with prior written consent from the children's parents.

8. Buggies & Prams

• For everyone’s safety, buggies, pushchairs, and prams must be left outside ZooTown in the designated buggy park area.

  Exceptions:
  - Babies sleeping in their prams will be permitted inside.
  - Mobility prams, wheelchairs, and walkers are permitted inside.

• Items left in the buggy park are at the owner’s risk. ZooTown or ZSL does not accept responsibility for loss, theft, or damage.

9. Play Equipment & Props

• All play equipment, costumes, and props are the property of ZooTown/London Zoo/ZSL and must always remain within the play area.
• Items must not be removed, hidden, or deliberately damaged.
• Any wilful damage or removal may result in charges and refusal of future entry.

10. CCTV

• CCTV is in operation for security and child protection, with coverage limited to public zones.

11. Changes or Closures

• Management reserves the right to cancel or modify sessions due to safety, staffing, or other unforeseen circumstances. Where possible, affected bookings may be rescheduled or refunded.
• ZooTown play rules, pricing, or session structure may be amended at any time without prior notice.
   

Donations terms and conditions

• In making a donation (including those added when purchasing a Membership or e-ticket) through this website you are donating, unless otherwise stated, to the Zoological Society of London (“ZSL”), a registered charity, registered charity number 208728. We will use your donations at our discretion but within our stated charitable objects.
• When making a donation you may elect to have Gift Aid apply to it.
• We can claim up to 25p of every £1 you give us. By choosing to Gift Aid you are confirming you are UK taxpayer and understand that if you pay less Income Tax and/or Capital Gains Tax than the amount of Gift Aid claimed on all donations in the tax year it is your responsibility to pay any difference. You are also acknowledging that gift aided tickets / membership are for members of your family or yourself.
• ZSL is registered with the Fundraising Regulator and acts at all times in accordance with the code of Fundraising Practice. For further information on the Fundraising Regulator please visit: https://www.fundraisingregulator.org.uk/ 

Visit our donations page for more information about how you can support our work.

Membership terms and conditions

Do you have a question about ZSL Membership?

Visit our Frequently Asked Questions. 

Your membership 

Membership lasts for 12 months starting on the date of your purchase for a standard membership and the redemption date for a gift membership. 

Gift Membership Vouchers can be redeemed against any experiences, tickets, accommodation and memberships.

If we are unable to accept your order, we will inform you of this and will not charge you for membership. This might be because we have identified an error in the price or description of the product, or due to matters relating to general admission terms and conditions. 

Membership options

Gold and Silver members enjoy free access to both London and Whipsnade Zoo. All members will automatically receive regular email updates with news from our Zoos, animals, what’s on and ZSL’s latest work to keep all members up to date and enable them to make the most of their membership. Members can unsubscribe from these at any time.

Gold Membership

Gold members will also receive the following benefits:

• 10% off in ZSL Zoo shops and restaurants
• 10% off in the ZSL online shop
• 10% off our animal experiences
• Priority booking and discounts on selected events
• Exclusive daily Hullabazoo Indoor Play session from 10.00-11.15am. Spaces are allocated on a first come first serve basis. Additional terms apply to Hullabazoo sessions.
• 50% off car entry at Whipsnade Zoo
• Discount on the Great Whipsnade Railway at Whipsnade Zoo
• Subscription to Award winning magazine WildAbout
• At London Zoo, Gold members get 10% off parking during peak times (weekends, bank holidays and school holidays), and free parking in conjunction with Zoo visits term time from 10am Monday - Friday, with the exception of special events.

Family and Joint Memberships

When you purchase a family or joint membership all members must be living at the same address. Each member within the group will be issued with their own card which they must bring with them at each visit. 

Children
Children must be accompanied by an adult and single child members have the same benefits of the membership package of the adult accompanying them. 

Age requirements

Children under 3 years of age are able to visit the Zoos for free.

Children aged between 3 and 15 years are eligible for a child membership or may be included as a child member under a family membership package.

Adults aged between 16 and 64 are eligible for adult membership either stand alone or as part of a membership package such as joint or family membership. 

Adults aged 65 and over are eligible for concessionary membership. 

Concessionary membership requirements

Adults aged 65 and over, students in full time education, and people with disabilities are eligible for concessionary membership. You may be required to provide proof of your eligibility before purchase. 

Upgrading your tickets

If you choose to purchase membership within 14 days of visiting the Zoo with a valid ticket type we will discount the price of your membership by the price of your ticket, excluding any donations made. 

Tickets can only be redeemed against membership within 14 days of your visit.

Prices will only be discounted on a like-for-like basis. For example, you will be able to exchange two adult tickets against a joint Adult membership. Adult admission tickets cannot be used as value against child memberships, or vice versa. As Family tickets are offered at a special rate, the ticket prices to be deducted from a new membership are calculated on the basis that the Family ticket (3 people) is treated as the equivalent of 2 adult tickets and 1 child ticket and a Family ticket (4 people) is treated as the equivalent of 2 adult tickets and 2 child tickets. As Family tickets are offered at a special rate, the ticket prices to be deducted from a new membership are calculated on the basis that the Family ticket (3 people) is treated as the equivalent of 2 adult tickets and 1 child ticket and a Family ticket (4 people) is treated as the equivalent of 2 adult tickets and 2 child tickets. You can only deduct one set of tickets against a membership.

If you apply for membership via post please keep your tickets and send them back to us with your completed application. 

To upgrade your admission tickets to membership, simply fill out this form. Only tickets purchased through ZSL (including Flexi tickets) can be redeemed against the price of membership.

Special ticket types (e.g. bulk tickets, experiences, Zoo Nights) and tickets purchased through third-party suppliers are not redeemable against membership packages. 

Entry to the Zoos 

Entry to London Zoo or Whipsnade Zoo is subject to our general admission conditions of entry

Please note that, as set out in the general conditions of entry, we may need to close one or both zoos or adjust opening and closing times. 

Examples would be if we are required to do so by law, for safety (e.g. very high winds), and for required maintenance and upkeep, such as our planned annual weekday closures which help us to keep the zoos in the condition you would expect. Such changes do not bring with them an automatic right to a refund or extension of membership.

Your Membership Card

You must bring your membership card with you in order to gain entry to the Zoos. You may visit the Zoos during usual opening times. 

Entry will only be granted to the named card holder. Your membership benefits are not transferable under any circumstances and misuse of a membership card or your other benefits may result in the card being confiscated and your membership terminated with no right to any refund for the unexpired portion. 

Membership cards are not valid after the membership expires and remain the property of ZSL at all times.

You must inform ZSL if you lose your membership card or suspect that it has been stolen. We may charge you a £5 fee to reprint your card. 

Events and Special Offers

A membership card may not be valid for entry on certain special events in the zoo calendar (e.g. Zoo Nights) and this will be advertised as such. There will be an additional fee payable for member entry to such events.

All events are subject to availability. Membership does not guarantee availability to ZSL events.

If you purchase additional products from us, or participate in events or other promotions, then additional terms and conditions may apply as well as these ones. Please check the terms and conditions for other events at the time of ticket purchase.

Unless otherwise advised, special offers including joining offers are only available once to each member of ZSL. Each offer may also be subject to additional Terms and Conditions.

Parking at London Zoo

Free car parking at London Zoo for Gold members is available on weekdays after 10am. Availability cannot be guaranteed, and parking will be on a first come, first served basis.

The car park closes at 8:30pm. Please ensure you have left the visitor car park by this time as it is then locked down until the next day.

Free car parking is not available on weekends, bank holidays and school holidays. Car parking at these times will be charged at the applicable rate. This includes: 

4 May 2026
23-31 May 2026
18 July - 2 September 2026
17 October - 1 November 2026
19 December 2026 - 3 January 2027
13-21 February 2027
26 March - 11 April 2027
3 May 2027
29 May - 5 June 2027

Parking and car entry at Whipsnade Zoo

Parking in the external car park at Whipsnade Zoo is free for all members.

Gold members are entitled to 50% off car entry at Whipsnade Zoo.

If you purchase a Whipsnade Zoo car pass you will be issued with a separate car entry card which you can collect on your next visit. You will need to show this additional card on entry each time you bring your car on future visits.

Renewals

If you have chosen to pay by Direct Debit we will write you to advising you of when your annual subscription will be debited to your bank account. 

If you have chosen to pay by cash, cheque, or credit/debit card we will write to you shortly before the expiry of your membership to invite you to renew.

If you renew your membership with us your membership card will be updated automatically.

Paying by Direct Debit 

Direct Debit is a safe, secure and easy way to pay and you are protected by the Direct Debit guarantee. 

If you choose to pay by Direct Debit we will take a single annual payment from your account at the start of each membership year.

We will always contact you before we take a Direct Debit payment, to ask whether you wish to renew your Membership and to remind you that your payment is due. If there are any changes to the amount, date or frequency of your Direct Debit, we will notify you 10 working days in advance of your account being debited. 

As a thank you for choosing to pay by Direct Debit, we will discount your membership fee by 20%.

Gold members additionally receive two vouchers for half price Zoo tickets per member after renewing their membership to use within the membership year, as a thank you for paying by Direct Debit. Your half-price vouchers will expire on your renewal date. A new allocation will be issued once we’ve confirmed your direct debit payment has been successfully received. Your half-price vouchers will become available up to six weeks after your membership start date.

If an error is made in the payment of your Direct Debit, by ZSL or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when ZSL asks you to.

In the event that a Direct Debit payment is rejected by your bank (for reasons other than a cancellation at your or your bank’s request) the membership fee will be resubmitted for collection the next month. This will be confirmed to you in writing. If payment is not successful after this second attempt, ZSL will seek to take an alternative payment and the membership will be suspended during this time.

Your right to cancel your membership

If you tell us that you have changed your mind about membership within 14 days of purchasing it we will cancel your membership and give you a refund. The refund may be subject to deductions if you have used your membership during the 14 days. 

If you have used your membership within the 14 day cooling off period but then change your mind and tell us you wish to cancel your membership we will deduct the price of the relevant tickets from your refund. 

You are not entitled to a refund if you cancel your membership after the 14 day cooling off period. 

If you wish to cancel your membership, please write to us by completing this form.

If you have chosen to pay by Direct Debit we will write to you to let you know that your membership is about to be renewed. If you do not wish to renew your membership, or if you wish to change or upgrade your membership, you can write to us one month before your renewal date, or as soon as you receive your renewal invitation, by completing this form or by post at Membership, Zoological Society of London, Outer Circle, Regent’s Park, London, NW1 4RY. 

If you did not choose to pay by Direct Debit we will write to you to invite you to renew your membership. If you do not wish to renew your membership at the end of the 12 month your membership will be discontinued automatically. 

ZSL’s rights to end your membership early

In most circumstances, we expect that your membership will run its course and will be renewed or ended at your option as set out in these terms and conditions. However, in exceptional circumstances, we reserve the right to terminate your membership early with no right of refund to you for the unexpired portion. If you disagree with any decision by us to terminate your membership in this way then you have the right to take the matter through our complaints process. Examples of such exceptional circumstances include:

• misuse of your membership card or membership benefits (such as by selling, lending, or otherwise transferring your card to someone else to use as if it were their card); and
• engaging in behaviour to any of our members of staff or volunteers which we reasonably consider to be abusive or threatening.

How we will use your personal information

We will only use your personal information as set out in our Privacy Policy. 

Adoptions terms and conditions

• In purchasing an adoption of an animal (an “Animal Adoption”) at London Zoo, Whipsnade Zoo (each an “Attraction”) and the ZSL Online Shop you enter into an agreement with the Zoological Society of London, registered charity number 208728 (in this section “ZSL”) on these adoption specific terms that incorporate the “Common Terms” on this website applicable to all transactions.
• Each Animal Adoption includes the benefits as stated on the Animal Adoption web page at the time of making your purchase only. ZSL reserves the right to change these benefits at any time and without prior notice.
• Adoption does not imply ownership, nor does it create any liabilities in respect of an animal. Adoptions are not exclusive and other people can also adopt the same animal species which feature in our Adoption products.
• Entrance to an Attraction to see a species that is the subject of an Animal Adoption does not guarantee that any particular species or animal will be on public display at that time.
• ZSL may choose to offer adoptions for animals that are not on display at our Zoos. Usually this will be because ZSL is supporting this species through our conservation efforts.
• Adoptions are non-refundable, unless due to exceptional circumstances. This is at ZSL’s discretion. ZSL reserves the right to change the price of animal adoptions at any time, and the difference in price will not be refunded.

Experiences, accommodation and events terms and conditions

These terms apply to the Meet the Animals (Meerkats and Monkeys), Animal Encounters (Capybara and Giraffe), Animal Keeper Experiences (Tigers, Penguins, and Junior), the Komodo Dragon Experience, London Zoo Lodges, overnight experiences, the Friendly Spider Programme, tours, and Yoga experiences.

Changes to the experience

• ZSL reserves the right to alter the experience on any given day due to animal welfare, health issues, staff shortages, bad weather or changes to the zoo’s collections, but will ensure that if this is the case, then the activity will be replaced with another similar task. ZSL endeavours to keep such changes to a minimum. Over the course of time, sometimes activities have to be changed and therefore may be different to what was advertised at the time of purchasing.
• ZSL reserves the right to change or cancel any dates on any of the above experiences for reasons such as the minimum number of participants has not been reached, extreme bad weather, staff shortages, animal welfare issues or force majeure. ZSL will endeavour to notify you as soon as possible. Regrettably, ZSL cannot cover travel, accommodation or any other related costs if it is forced to cancel a date.

Your rights to change the date, or change the name of the person on the experience

• The law normally allows you to cancel a contract made online within 14 days of purchase. The exception to this is where you make an express request to us for an experience to be held within that 14 day period. Therefore, if you book an experience for less than 14 days’ time, you acknowledge that you may not be able to receive a full refund if you cancel the experience.
• Once a date has been booked, all experience tickets are non-refundable.
• Once a date has been booked for the Friendly Spider Programme, Junior Keeper for the Day, Meet the Animals, any of our Animal Keeper Experiences or Komodo Dragon experience, a date change will be made as long as it is a minimum of 14 days before the date of the experience.
• Once a date has been booked for the London Zoo Lodges or any other overnight experience, a date change will be made as long as it is a minimum of 2 months before the date of the experience.
• You can change the participant’s name providing ZSL is given a minimum of seven days’ notice. If the person who arrives does not match our records they will not be allowed admittance onto the experience.
• For changing the date outside of the times given above, an exceptional circumstance is illness/injury, mechanical breakdown, jury service or bereavement. ZSL will require proof of any exceptional circumstance. Work commitments or holidays/trips away from home are not deemed to be exceptional circumstances. Each application will be considered individually. Once a date has been changed due to exceptional circumstances, we are unable to reschedule it again for any reason.
• If you want to  change the date, or change the name of the person on the experience please contact us here. 

Gift vouchers

• Unless otherwise stated, vouchers for are valid for one year from date of purchase.
• It is the participant’s responsibility to ensure a date is booked and completed before the expiry date.
• All of our experiences are very popular so we recommend booking a date in advance to avoid disappointment, on some occasions there can be a 4 month wait.
• Experiences Gift Vouchers and Lodge Gift Vouchers can be redeemed against any experiences, tickets, accommodation and memberships.
• Gift Vouchers are redeemable online only; not in the Zoo's retail outlets.
• ZSL is not responsible for unauthorised use of your voucher.
• All experience vouchers are non-refundable.

Confirmation of your booking

• ZSL will allocate places on a first come, first served basis.
• Our acceptance of your order will take place when we email you a confirmation to accept it, at which point a contract will come into existence between you and ZSL.
• Please do not assume your experience is booked until you have received your booking confirmation email or letter, this is required for admittance on the day. You should not make any travel or accommodation arrangements in connection with the experience or book spectator tickets until you have received your booking confirmation by email or by post.

Restrictions for pregnant or nursing mothers

• Pregnant or nursing mothers (who have given birth in the previous 6 months) are welcome to participate on all of our experiences, apart from any of our Animal Keeper experiences or Meet the Animals experiences. In this instance only, ZSL will process a full refund of a dated experience ticket once proof of pregnancy has been provided.

Tickets are for personal use only

• Tickets are for personal use and may not be sold on.
• Any experiences that are purchased to be used as company benefits or incentives, competition prizes, or any other promotional or public relations activity are subject to an additional surcharge. Please click on this link and complete the form to receive further details.

General Admissions ticket required

• Standard terms and conditions of entry into the Zoos apply for all participants on our experiences. ZSL reserves the right to ask any participant to leave the site should they behave in an inappropriate or unsafe manner.
• For Meet the Animals experiences, Animal Encounters and Penguin Keeper, you will also need to have purchased a General Admissions ticket or have a valid membership per person in order to enter the Zoo for your experience. The Meet the Animals experience and vouchers are in addition to your general admission to the Zoo.
• The Friendly Spider Programme and Yoga experiences do not require General Admission to the Zoo, if you would like to enter the Zoo outside of the times of your experience, please purchase a General Admissions ticket for that day.

What to expect on the day

• When the duration of the experience is mentioned on our website, marketing material or by a member of our staff this is an approximate guide.
• All experiences have a health and safety briefing at the beginning of the session. It is the participant’s responsibility to ensure they arrive on time. It is essential that all participants attend. Please allow plenty of time to travel to the experience, especially if travelling in or near London, so that you do not miss any of this briefing.
• Anyone arriving late may not be admitted onto or take part in the experience at the sole discretion of staff. In the event that you are late and miss your experience, you will not be entitled to a refund so please arrive on time.

Informing us about additional requirements

• Whilst every effort will be made to accommodate those with a disability or learning difficulty, due to practicality this cannot always be achieved; please contact ZSL by clicking on this link and completing the form for advice before purchasing any of our experiences.

Please see below for additional terms and conditions for each experience, including age restrictions for different experiences.

Junior Keeper

• Participants must be 11-15 years old, plus be accompanied by an adult over 18 years old who must be present throughout the whole experience but will not be admitted into staff-only areas.
• Participants will need a reasonable level of fitness to take part in the activities.
• Exceptional circumstances affecting the accompanying adult will not be taken into account if discussing refunds or changing the date.
• You must wear closed footwear to take part in this experience.
• Pregnant or nursing mothers cannot participate on the experience.

Meet the Meerkats

• Children must be at least 5 years of age and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Meet the Meerkats ticket.
• Appropriate closed toe footwear must be worn for the experience.
• Pregnant or nursing mothers cannot participate.

Meet the Monkeys

• Children must be at least 6 years old and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Meet the Monkeys ticket.
• For participants with nut allergies, please contact us at least 5 days in advance of your experience.
• Please note that this experience takes place in the Rainforest exhibit, which is shared with multiple species including bats, anteaters, and sloths. These animals are not part of the experience.
• Pregnant or nursing mothers cannot participate.

Tiger Keeper experience

• Children must be at least 11 years of age and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Tiger Keeper experience ticket.
• Pregnant or nursing mothers cannot participate.
• Appropriate closed toe footwear must be worn for the experience.

Penguin Keeper experience

• Children must be at least 8 years of age and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Penguin Keeper ticket.
• Appropriate closed-toe footwear must be worn for the experience.
• Pregnant or nursing mothers cannot participate.

Capybara encounter

• Children must be at least 8 years of age and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Capybara Encounter ticket.
• Appropriate closed-toe footwear must be worn for the experience.
• Pregnant or nursing mothers cannot participate.

Meet the Giraffes

• Children must be at least 8 years of age and be accompanied by an adult at least 18 years old. There must be no more than 2 children per adult.
• Each adult must also have a valid Meet the Giraffes ticket.
• Pregnant or nursing mothers cannot participate.

The Komodo Dragon experience

• Children must be at least 11 years of age and be accompanied by an adult at least 18 years old. Each adult must also have a valid Komodo Dragon experience ticket.
• You will be provided with the appropriate personal protective equipment for this activity. You must wear or use this equipment as instructed at all times during the activity.
• You must wear closed footwear to take part in this experience.
• Pregnant or nursing mothers cannot participate.

Friendly Spider Programme

• An adult is required to accompany participants under 16 years old. The adult must bring along a signed guardian consent form (which can be found in the booking information pack). The accompanying adult does not need a ticket (unless they wish to participate too).
• General admission outside of this experience’s hours is not included and must be purchased separately.

Yoga Experiences

• Participants must be aged 16 or over.
• Doors open 30 minutes before the beginning of the class and will close 5 minutes before class commences for a strict 6:30 pm start. At this point there will strictly be no entry. Any experience missed due to lateness will not be eligible for a refund or exchange for an alternative date.
• It is your responsibility to ensure that you are fit and well to take part in the experience. If you are pregnant or have any health concerns, we recommend consulting your doctor ahead of the experience. Please alert the yoga instructor before the class commences.

London Zoo Lodges

• On an Adult only night each lodge can accommodate a maximum of three guests sharing one lodge (twin beds or a double bed). Young adults over 14 years old are welcome to attend as one of the guests on adult only nights, but must be accompanied by an adult aged 18 years or older.
• Young adults aged 14-17 years can stay in a lodge on their own provided that there is an adult aged 18 years and above attending on the same night.
• On a Family friendly night, children aged 5 – 13 years old are welcome to attend, with an accompanying adult. Each lodge can accommodate a maximum of 3 adults, or 2 adults and 2 children, or 1 adult and 3 children. Please note, under 5’s are not permitted on any night.
• Children aged 5-13 years cannot stay in a lodge without an adult aged 18 years and above in the same lodge.
• You can enter London Zoo any time after 10am on the day of arrival but you must be at the London Zoo Lodges reception area at your allotted check in time. If you are running late on the day of your experience, please call your hosts on 079 1778 4522. (Please note: Guests are welcome to spend the day of departure at either London Zoo or Whipsnade Zoo).
• Gold Members get a 10% discount on the first two full price places of the lodge.
• Disabled guests attending with a carer are entitled to a reduced rate on their two places (this is only applied once per lodge), each additional guest staying within the same lodge must pay full price.
• Gold Members do not get a discount on the additional £130 adult or £85 child tickets, or on any upsold products such as pre-ordered bottles of prosecco, champagne or birthday cakes.
• Please visit London Zoo Lodges to find out more about the experience.

Online Shop / Retail Returns Policy

We want you to be happy with your purchase. If you're not, just return the product via post or to one of our shops, following the instructions below, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.

Under the Consumer Rights Regulations, if you purchase online, by phone or from one of our retail shops, you are entitled to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below. If you're unhappy with your purchase, please let us know within 14 days of receipt of the goods. For online shop returns, please click on this link and complete the form or for items purchased from our Zoo shops please click on this link and complete the form. Please note, our online shop team cannot help with purchases made in our Zoo shops.

The exception to this general rule, is if you specifically require us to perform services within the 14-day period e.g. a Meet The Animals Experience within 14 days of your purchase. In this case, you would not be entitled to any refund where we have fully performed the services.

If you return your item to us and you'd like a refund but don't have your receipt, order confirmation or delivery note, we can offer an exchange to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase or in the case on purchase made within our zoo shops, we will refund the credit or debit card as supplied on the completed returns form.

It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

• products which have been personalised for you, such as stationery or gifts
• made to order products
• all date specific tickets, gifts and experiences
• perishable goods such as sweets and food
• computer software that has been opened or computer software cards that have been redeemed
• audio/video recordings or software that you have unsealed
• Hygiene sensitive products such as earrings and cosmetics

This does not affect your statutory rights. For more information see here

Returns procedure

You can make free returns via our zoo shops or by post

Please see below for full details of our returns and refunds policy.

1. Returns via our Zoo shops
Simply take a print-out of your order confirmation or the delivery note if purchased online and the product you wish to return or exchange to one of our Zoo shops. Please make sure you also take in the payment card you originally used to buy the product.

2. Returns via Royal Mail or courier

Address the consignment to the address below and obtain a certificate of postage from the Post Office
ZSL Returns
Retail Web Shop
East Service Gate
Regents Park
London
NW1 4RY

Enclose the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels.

Please allow 14 days from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order or if the goods were purchased from one of our zoo shops, we will refund the credit or debit card details as completed on the returns form.

Refunds on returned items

Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

Common terms

In these terms “ZSL” refers to the organisation or organisations relevant to your transaction as specified in the specific terms relating to each transaction type (the “Specific Terms”). The word “Terms” refers to the Specific Terms together with these Common Terms.

Amendments to the Terms

ZSL reserves the right to make changes to its website, policies, and the Terms at any time. You will be subject to the policies and Terms in force at the time that you use the website and or you enter into any transaction with ZSL, unless any change to those policies or these Terms is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these Terms are deemed invalid, void, or for any reason unenforceable, that term will be deemed severable and will not affect the validity and enforceability of any remaining term and the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the agreement shall continue in effect.

Events beyond ZSL’s reasonable control

ZSL 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 ZSL takes no action, ZSL 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) and to use this website in accordance with the Terms. 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).

Limitation of Liability

Other than liability for death or personal injury resulting from ZSL’s negligence, ZSL, its employees and or agents shall not be liable for any loss or damage, direct or indirect, howsoever arising out of or in connection with ZSL’s relationship with you to the extent permitted by law.

In the event that the above exclusion of liability is not effective, ZSL’s maximum aggregate liability (save in respect of death or personal injury resulting from ZSL’s negligence) shall be the amount paid by the claimant to ZSL in respect of the transaction out of which the claim against ZSL arose.

Entire Agreement

This agreement constitutes the entire agreement between you and ZSL in respect of the relevant transaction and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between you and ZSL with respect to the transaction. A printed version of the Terms and of any notice given in electronic form shall be admissible in judicial or administrative proceedings based upon or relating to the Terms to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

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 ZSL.

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.

Cookies

We use ‘cookies’ to enhance your experience on our website. Cookies mean that the ZSL website will remember you for a particular purpose and for a particular length of time. To see our cookies policy, please click here.

Complaints policy

ZSL is committed to providing a high quality service to our visitors, supporters, members and customers.  We invite feedback because it enables us to ensure the continuous improvement of the services and facilities we provide. Read our full complaint policy here: ZSL Complaints Policy

Privacy Policy

ZSL is committed to protecting your privacy in accordance with their obligations under data protection legislation. The current data protection law is found in the General Data Protection Regulation as supplemented by the Data Protection Act 2018 and related laws.

The ZSL privacy policy explains what information ZSL collects about you and how it will be used. You can read our full privacy policy here.

Standard Terms And Conditions For Goods And Services purchased by ZSL

These Terms and Conditions ("T&Cs") shall govern the purchase of Goods and/or Services by ZSL and may only be varied with the written agreement of ZSL. ZSL reserves the right to amend, edit, modify, alter, change and update the T&Cs from time to time. It is the Supplier’s sole responsibility to ensure that it has read and understood the T&Cs, as may be amended from time to time. Read our full terms and conditions for good and services here.