Terms & Conditions

General Terms of Entry
  • Attractions, shows, talks, events and rides can be temporarily withdrawn or closed without notice for a variety of reasons (e.g. technical or operational issues, essential maintenance work/repair, improvements, animal sickness or other welfare problems, inclement weather, or power failure); the Directors reserve the right to close all or parts of the Zoo as deemed necessary and under these circumstances refunds cannot be given.
  • We are a cash free site.
  • Roller skates, rollerblades, skateboards, bicycles, scooters and Heelys roller shoes are not allowed on site.
  • No dogs/pets are allowed on the premises (including left in cars).
  • Guide/Service/Assistance Dogs may be permitted, please contact us via email info@hertfordshirezoo.com for further information.
  • BBQs are not permitted.
  • Permission must be obtained for all filming and photography for commercial purposes.
  • Hertfordshire Zoo 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 Hertfordshire Zoo, has, or is likely to, adversely affect the animals at the Zoo 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
  • By purchasing a ticket to Hertfordshire Zoo, visitors agree to:
    • Keep their voices and mobile telephone volumes low
    • Not attempt to enter animal enclosures or feed animals (except during a supervised Experience)
    • Not bang on glass or put any body part through railings or fencing
    • Not film or take photographs for public broadcast, commercial purpose or student projects unless authorisation has first been obtained from Hertfordshire Zoo
    • Not throw any article which could cause injury or annoyance to visitors or animals
    • Not smoke, use electronic cigarettes or vape anywhere , except in designated smoking areas
  • Hertfordshire Zoo reserves the right to amend pricing and opening times entirely at its discretion and without prior warning
  • Hertfordshire Zoo cannot guarantee that all animals will be on show throughout the day – for various reasons, including animal welfare, certain animals may be off show to the public without prior notice
  • Entry to Hertfordshire Zoo includes our World of Dinosaurs & World of Animals
  • Please note: Photos and videos may be taken for advertising purposes during your visit. Although we are focusing on our Animals and Wildlife on site, we may capture people in some shots. Please make the Media Team aware if you have any concerns, or email info@hertfordshirezoo.com
E-Ticket Terms and Conditions
  1. To avoid disappointment due to limited Visitor Numbers we strongly recommend purchasing your Day Tickets online around 3 – 7 days prior to your visit.
  2. If tickets are sold out online, tickets CANNOT be purchased at the gate.
  3. Please check the date on your ticket is correct and consider carefully how many you require before proceeding to payment as tickets are non-transferable and non-refundable.
  4. All admission into Hertfordshire Zoo is non-refundable.
  5. When your booking has been confirmed your tickets will be dispatched electronically to the email address that you have provided – it is your responsibility to check prior to purchase that the information you have supplied is correct as Hertfordshire Zoo is only responsible for issuing E- tickets in accordance with the information you have provided
  6. E-tickets cannot be used in conjunction with any promotions, discounts or other tickets (including 2 for 1 offers etc.)
  7. E-tickets cannot be re-sold
  8. Day Tickets cannot be refunded or transferred due to adverse weather conditions (e.g. wet, windy or exceptionally hot weather), unless the Senior Management Team deems the Zoo unsafe or inaccessible and the Zoo has to be closed
  9. Any additional guests wishing to enter with an E-ticket holder will need to purchase their own ticket at the full admission price
  10. When purchasing a combined disabled/adult carer ticket, clarification of the qualifying disability will be required (e.g. PIP letter, HAND card, DLA Letter or Blue Badge); One Disabled/Adult Carer ticket allows both the disabled visitor and their carer entry to the Zoo. Young Carers MUST provide clarification. 2:1 support will be required to provide the supporting documents (please note we do not accept Doctors/Medical Letters).
  11. Hertfordshire Zoo reserves the right to withdraw or alter discounts and promotions at any time without prior notice
  12. E-Tickets do NOT need to be printed as they can be scanned from your electronic device.
  13. If you or a member of your party are required to self-isolate on the day of your visit, you will need to send us a photo of your Positive Lateral Flow Test. Please send this and your order number to info@hertfordshirezoo.com only on this occasion will your ticket be rescheduled or refunded. Please note we are unable to accept the text/email from NHS.
Online Payments

Hertfordshire Zoo is committed to the security of your personal information. We have security procedures in place to protect the loss, misuse or alteration of information under our control.

Hertfordshire Zoo makes every effort to maintain customer confidentiality when securing online payments, ensuring the security of your credit card details and other personal information. To protect you against credit card fraud you will be asked to enter the unique security code printed on the reverse of your payment card. Payment will be taken from your payment card when your order is successfully completed online. Additional security questions or OTP may be required from your payment issuer. Please note: We do not accept payment by American Express.

On-Line Shop Terms and Conditions
  1. Please ensure that when submitting an order all the information you provide is correct and complete; if you need to amend the information provided please inform Hertfordshire Zoo immediately as we can only process orders based on the information you have provided
  2. Hertfordshire Zoo will make every effort to ensure the prices and charges listed at the time of order are accurate, but cannot accept liability if the information displayed is incorrect; in the event that an error is made you will be informed via email (to the email address you have provided) of the correct price or charge and we will ask whether you wish to proceed with your order. If Hertfordshire Zoo does not receive confirmation from you within 7 days your order will be cancelled.
  3. All items are supplied subject to availability; if Hertfordshire Zoo is unable to supply ordered items within 28 days we will inform you that this is the case and a refund or suitable alternative will be offered (delays may occur due to unforeseen circumstances, unavailability of specific items or other factors outside Hertfordshire Zoo’s control)
Online raffle and competitions

Tickets for online raffles and competitions are non-transferrable and non-refundable.

Hertfordshire Zoo cannot be held liable for any costs including (but not limited to) travel expenses or pre-booked accommodation costs (with other providers) incurred by the participant in the event of a cancellation.

  • Hertfordshire Zoo is licensed and regulated in Great Britain by the Gambling Commission.
  • The responsible company for the Raffle is Hertfordshire Zoo.
  • All draws are promoted by the Hertfordshire Zoo, White Stubbs Lane, Broxbourne, Herts, EN10 7QA
  • Your purchase of Raffle tickets is from Hertfordshire Zoo (the “Promoter”), solely in accordance with the terms under which Hertfordshire Zoo from time to time promotes its Raffles.
  • The Promoter may change or update these Raffle Terms and Conditions and/or the prize fund at any time and Raffle players (the “Players”) are invited to regularly check the Hertfordshire Zoo website for updates.
  • These terms and conditions are governed by, and construed in accordance with, the law of England and Wales.

Playing the Raffle

  • You must be 18 years of age or older to enter any Hertfordshire Zoo Raffle. Entries are not to be sold by or to anyone under the age of 18. It is an offence to play or enter a lottery under the required entry age.
  • The Promoter may (without giving any reason or notice at its absolute discretion) decline to accept an entry or suspend the Raffle.
  • The Promoter’s decision once made is final and binding.

Draws and Prize

  • The prize winner will be selected at random.
  • Winners will be notified by phone or email within 14 days of the draw.

Age Verification

  • In entering the Raffle you represent and agree that:
  • You are 18 years of age or over;
  • You will not buy or purport to buy an entry ticket to the Raffle on behalf of anybody under the age of 18; It is an offence to enter or play any lottery under the entry age.
  • You will provide accurate entry information, including your name, postal address, email address and telephone number and accept that it is your responsibility to keep us informed of any changes as soon as they arise.


Responsible Gambling

  • Hertfordshire Zoo is committed to ensuring that information about how to gamble responsibly and how to access that information, and help in respect of problem gambling is readily available to all. If you feel you have a problem with gambling visit begambleaware.org or call the National Gambling Helpline on 0808 8020 133.



Responsible gambling: If you feel you have a problem with gambling, please visit Gamble Aware


Animal Experience Terms and Conditions
  1. Please note, all animal experiences have a minimum age limit and proof of age may be required (age limits are clearly stated on our website, promotional literature, gift vouchers and booking confirmation)
  2. Children age 5 – 9 years must have a participating Adult to be able to participate in their experience.
  3. Children under the age of 14 must be accompanied onsite by an adult
  4. Entrance for the participant is included in the price of the experience – all other guests must pay full admission
  5. Animal Experiences MUST be pre-booked and due to high demand we advise you book well in advance to avoid disappointment .
  6. If bookings are to be made via a voucher, the Experience must be taken before the expiry date; extensions to expiry dates can only be given at the discretion of the issuing company and administration charges may apply.
  7. Monetary Vouchers can be used towards any of our Animal Experiences (subject to availability), Day Tickets or Annual Memberships.
  8. Cancellations 1–14 days prior to the event will incur an administration fee of £25 per participant per experience; Experiences/Events can only be re scheduled once
  9. Cancellations made on the day will result in loss of the experience/event
  10. All Animal Experiences & Monetary vouchers are non-refundable.
  11. Extensions or refunds will only be considered in exceptional circumstances and any refunds agreed can only be made to the card the experience was originally purchased with (exceptional circumstances include serious illness, injury, bereavement, jury service, mechanical breakdown or severe travel delays – proof may be required and exceptional circumstances do not include inclement weather, work commitments etc.)
  12. Vouchers purchased through a third party will carry their own terms and conditions; please ensure you have read these thoroughly before booking
  13. Hertfordshire Zoo reserves the right to alter any Experience at any time due to animal welfare, extreme weather conditions or changes to our collection, but will try to ensure the activity is replaced with a similar task if available. Full or partial refunds will not apply.
  14. Hertfordshire Zoo reserves the right to change or cancel any booked dates for reasons such as extreme weather conditions or animal welfare issues – under these circumstances we will endeavour to notify you as soon as possible
  15. Hertfordshire Zoo reserves the right to remove any experience from an offer without notice
  16. Please advise our Administration Team if the participant has any disabilities or additional needs so we may try to adapt our experiences accordingly
  17. We wish all visitors to have the opportunity to participate in animal experiences. However, it may not be possible to make the specific adjustments required to provide a safe and pleasurable experience. In these instances, we reserve the right to cancel and refund any booked animal experience, on the day, if we feel it would be unsafe to continue.
  18. Photographs and video footage may be taken whilst participating in an Experience (spectators can watch from a safe distance from outside the enclosures but will not be allowed access “behind the scenes” during keeper experiences)
  19. A valid Tetanus vaccination is advisable although not compulsory
  20. Experiences must be booked and taken within 12 months of purchase. Extension fees will apply.
Annual Memberships Terms and Conditions
  • Carer passes can only be used when accompanying the additional needs/disabled member
  • Passes must be shown to gain entrance to the Park, for train rides, Safari Golf and other promotions.
  • Memberships cannot be transferred.
  • Name transfers cannot be made both with Annual Memberships and Standing Order Memberships.
  • An e-mailed photo must be supplied for each member (members@hertfordshirezoo.com) when purchased at the gate.
  • Lost membership cards incur a card replacement fee of £5 each
  • Hertfordshire Zoo reserves the right to refuse entry into, or remove from the premises, any person
  • It is your responsibility to check prior to purchase that the information you have supplied is correct. Hertfordshire Zoo is only responsible for issuing memberships in accordance with the information you have provided.
  • When purchasing a combined disabled/carer membership, you will be required to provide clarification of eligibility (e.g. PIP letter, HAND card etc for the disabled visitor and proof of requirement for a carer)
  • Any additional guests wishing to enter with an annual member will be required to pay full admission online in advance.
  • Children under 2 years are free. Children age 2 years and over will need to purchase a Membership, please note this will be valid for 12 months from the date of purchase. Children Under 2 years will not fall under our Membership Extension Policy. Proof of age will be required.
  • Memberships are non-refundable as these are for a contract of 12 months.
  • Membership Policy – Will be provided with 12 months worth of Membership (including COVID-19 lockdown extensions)
  • Your Memberships will begin on the date of your first payment.
  • When upgrading your Day Ticket to a Membership, the start date will begin the on the day of your visit.
  • Entrance valid from payment date.
  • Memberships online will be available to collect from the Welcome Centre.
  • Membership Cards will only be posted if P&P has been applied.

*In addition, these terms apply to our current standing order memberships (Please note we no longer offer our Standing Order Option).

  • Minimum 12 month contract (an initial payment of 3 months membership is required on activation with a minimum 9 payments to follow)
  • After 12 months the agreement will carry on until you cancel your membership in writing, giving at least a months’ notice, and the membership card is returned
  • Late or missing payments can result in cancellation of the membership, an administration fee may apply.


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 at our gate price.
You are not entitled to a refund if you cancel your membership after the 14 day cooling off period. Refunds do not include Postage & Packing.


  • Hertfordshire Zoo reserves the right to amend our terms and conditions at its discretion and without prior warning
Event Terms and Conditions

Events can be cancelled or closed without notice for a variety of reasons (e.g. technical or operational issues, animal sickness or other welfare problems, inclement weather, or power failure); the Directors reserve the right to close all or parts of the Zoo as deemed necessary and under these circumstances refunds cannot be given.

Group Terms and Conditions

Please click the below to download our Group T&C’s

Group Visit Terms and Conditions 0921



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