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Terms & Conditions

Last updated: 10 June, 2024

Please read these terms and conditions carefully.

The website is owned and operated by Bristol, Clifton and West of England Zoological Society Ltd trading as Bristol Zoological Society, Bristol Zoo Project (formerly known as Wild Place Project) or Bristol Zoo Gardens. The company is registered in England and Wales under company number 05154176 and registered office at Hollywood Mansion House, Hollywood Lane, Bristol, BS10 7TW. The main trading address is at Bristol Zoo Project, Blackhorse Lane, Bristol, BS10 7TP. The registered charity number is 1104986 and VAT number is 850307255.

1. User obligation

Use of this site constitutes your acknowledgement and acceptance of these Terms and Conditions, which take effect on the date on which you first use the site. By accessing, using and/or downloading materials from this site, you agree on your own behalf and on behalf of each entity and person on whose behalf you act to abide by the terms and conditions set forth below. Bristol Zoological Society reserves the right to change these Terms and Conditions at any time by posting changes online and it is your responsibility to refer to and comply with these terms on accessing the site. Your continued use of this site after changes are posted constitutes your acceptance of these terms and conditions as modified.

If these Terms and Conditions are not accepted in full, you do not have permission to access the contents of this site and therefore should cease using this site immediately.

2. Copyright and other Intellectual Property

The names, images and logos identifying Bristol Zoo Project, Wild Place Project, Bristol Zoo Gardens and Bristol Zoological Society, and associated organisations or third parties and their products and services are proprietary marks of Bristol Zoological Society, its associated companies and/or third parties.

All copyright, trademarks and other intellectual property rights in this site (including the design, arrangement and look and feel) and all material or content supplied as part of the site shall remain at all times the property of Bristol Zoological Society. In accessing the Bristol Zoo Project and Bristol Zoological Society site, you agree that you do so only for your own personal, non-commercial use. You may not agree to, permit or assist in any way any third party to commercially exploit or modify in any way the material or content without Bristol Zoological Society's prior written permission.​

3. Terms of use

The use of this site is only for lawful purposes, in a manner which does not infringe the rights of or restrict or inhibit the use and enjoyment of this site by any third party. Such restriction or inhibition includes, but is not limited to, conduct which is defamatory, or which may harass, cause distress or inconvenience to any person and the transmission of obscene or offensive content or interruption of the normal flow of dialogue within this site.

4. Disclaimer/limitation of liability

This site and the information, names, images, pictures, logos and icons relating to, bzsociety,, Bristol Zoo Project and Bristol Zoological Society and/or any of its associated companies, products and services (or to third party products and services), is provided "AS IS" and on an "AS AVAILABLE" basis without any representation or endorsement being made and without warranty of any kind, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

The information and other materials included on this site may contain inaccuracies and typographical errors. Bristol Zoological Society does not warrant the accuracy or completeness of the information and materials or the reliability of any statement or other information displayed or distributed through the site (including, without limitation, the information provided through the use of any software). You acknowledge that any reliance on any such statement or information shall be at your sole risk. Bristol Zoological Society reserves the right, in its sole discretion, to correct any errors or omissions in any part of the site and to make changes to the site and to the materials, products, programmes, services or prices described in the site at any time without notice. In no event will the Zoo and/or third parties be liable for any damages including, but not limited to, indirect or consequential damages or any damages including, but not limited to, errors or omissions, indirect or consequential damages or any damages whatsoever arising from use, loss of use, data or profits, whether in action of contract, negligence or other action, arising out of or in connection with the use of the site. These exclusions do not apply to death or personal injury caused by Bristol Zoological Society negligence and only apply to the extent permitted by law.

Bristol Zoological Society does not warrant that the functions contained in this site will be uninterrupted or error free or that defects will be corrected or that this site or the server that makes it available are free of viruses or bugs. Bristol Zoological Society does not represent the full functionality, accuracy or reliability of any material. Bristol Zoological Society may terminate, change, suspend or discontinue any aspect of this site, including the availability of any features of the site, at any time without notice or liability.

5. Bristol Zoological Society products

All products and services mentioned in this site are subject to availability and are available at the sole discretion of Bristol Zoological Society. Furthermore, all references to Bristol Zoological Society products and services are intended to apply only in the United Kingdom.

6. Indemnity

You agree to indemnify and keep indemnified Bristol Zoological Society from and against all claims, damages, expenses, costs and liabilities arising in any manner from your entry to and use of the site other than in accordance with these terms and conditions.

7. Law and jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England. Disputes arising herefrom shall be exclusively subject to the jurisdiction of the courts of England. Any cause of action you may have with respect to your use of this site must be commenced within one (1) year after the claim or cause of action arises.

If any of these Terms and Conditions should be determined to be illegal, invalid or otherwise unenforceable by reason of the law of any state or country in which these Terms and Conditions are intended to be effective, then to the extent and within the jurisdiction in which that Term or Condition is illegal, invalid or unenforceable, it shall be severed and deleted from that clause and the remaining terms and conditions shall survive and continue to be binding and enforceable.

Bristol Zoological Society makes no representation that materials on this site are appropriate or available for use at other locations outside of the United Kingdom and access to them from territories where their contents are illegal is prohibited. If you access this site from a location outside of the United Kingdom, you are responsible for compliance with all local laws.​

8. More information

For more information contact us.

Bristol Zoological Society Visitor Terms and Conditions

You should print a copy of these Terms and Conditions or save them to your computer for future reference. We amend these Terms and Conditions from time to time, so please check these Terms and Conditions each time you use a service or purchase a ticket, membership, experience or gift voucher.

1. General

1.1. Information about us

The following Terms and Conditions, as well as any information contained in the booking form or tickets provided to you, apply to all bookings for Bristol Zoo Project (‘BZP’, us or we).

Bristol Zoological Society is the trading name for:

Bristol, Clifton & West of England Zoological Society Ltd and its subsidiary Bristol Zoo Enterprises Ltd (together referred to as ‘BCWEZS’).

The company details are as follows:
Bristol, Clifton & West of England Zoological Society Ltd
Registered office: Hollywood Mansion House, Hollywood Lane, Bristol BS10 7TW.

Company registered in England, number 5154176.
Charity registered number 1104986.
Bristol Zoo Enterprises Ltd
Registered office: Hollywood Mansion House, Hollywood Lane, Bristol BS10 7TW.
Company registered in England, number 1750167.

Once your ticket is purchased and the order is complete, at that point the Contract between us will be formed.

1.2 General admission conditions of entry

1.2.1 Conditions of your visit

You must abide by our site rules at all times. These are available on our website and on site.

  • You must abide by all site signage in place during your visit.

  • Your ticket is only valid for the date and time slot as detailed on your booking confirmation.

  • You must follow all written or verbal instructions provided during your visit.

  • Abusive behaviour to our staff or volunteers, will not be tolerated under any circumstances.

  • Please don’t feed our animals.

  • Our animals can bite or scratch so we ask that you don’t touch them.

  • Ball games, use of frisbees and drones are not allowed.

  • We ask that any children 14 and under are always supervised by an adult.

  • Skateboards, roller skates, scooters and bicycles are not allowed on site.

  • Visitors are not permitted to bring pets on site. Assistance Dogs registered with an association recognised by ADUK can visit with their registered owner. Please note there are some areas of Bristol Zoo Project that Assistance Dogs are not permitted to enter. More information is available on our accessibility page.

  • The use of barbecues is not permitted anywhere in Bristol Zoo Project.

  • Visitors are not permitted to smoke or vape in any undercover areas, animal enclosures or play areas.

We have strict rules in place regarding filming and photography:

Filming and photography for ‘personal’ use is permitted on site, providing all other site rules and conditions of entry are adhered to. In this context ‘personal’ is defined as images and voice recordings that are not broadcast or shared with the general public, nor used for political purposes.

Prior permission is needed from BCWEZS for any ‘commercial’ photography and/or filming, ‘commercial’ photography includes any filming or photography that is undertaken by a company, or official organisation, for any reason, including commercial gain or broadcast use.

Prior to considering any request for ‘commercial’ photography or filming, we will require in writing, detailed information on the purpose and nature of filming. We will consider your filming request and, if permission is granted, we will liaise with you further over access, the required permits, risk assessments and insurance.

Filming and photography for political and / or campaigning use is not permitted on BCWEZS property.

BCWEZS reserves the right to withdraw permission to film or take photographs at any time, without notice, if they feel the behaviour of photographers/filmmakers is inappropriate. Anyone found to be undertaking unauthorised filming or photography will be asked to stop with immediate effect and may be asked to leave. No refund on admission will be offered in these circumstances.

1.2.2 Refusal of entry

We reserve the right (at our absolute and full discretion) to refuse entry to Bristol Zoo Project, deny or prohibit future entry to Bristol Zoo Project or ask any visitor to leave Bristol Zoo Project. Reasons include, but are not limited to:

  • Failure to comply with the Terms and Conditions or site rules.

  • Failure to arrive within the time slot detailed and specified date on your booking confirmation. We are not able to guarantee entry if you arrive outside of your time slot.

  • Failure to show valid ID and surrender any voucher on arrival when redeeming complimentary tickets.

  • Attempting to book, purchase or redeem any ticket that the holder is not entitled to (such as, but not limited to, discounts that are not applicable, non-members attempting to book member tickets, impersonating a genuine member, booking complimentary tickets without a valid voucher etc).

  • Use of threatening or offensive language or behaviour.

  • Possession of an offensive weapon.

  • Failure to follow a written or verbal instruction or disregarding signage or site rules.

  • Behaviour that is offensive or disruptive to other visitors or staff and volunteers.

  • Climbing over/on or standing on any barrier (permanent or temporary) or fence, entering prohibited areas or accessing closed areas.

  • Wearing clothing that we deem offensive – or clothing deemed inappropriate for a family-friendly visitor attraction.

  • Putting staff, visitors, any person or animal at harm or at risk.

  • Is, or appears to be, under the influence of drugs or alcohol.

1.2.3 Your safety and ours

Health and Safety is a shared responsibility – and together we can ensure everyone has a safe and enjoyable visit to Bristol Zoo Project.

Throughout your visit, you will be provided with health and safety information including, but not limited to: signs, site rules, verbal instructions and notices. The information and facilities are provided for your safety, and for the safety of our staff and volunteers, and it is essential that you abide by all instructions (verbal or written). As detailed in section 1.8, BCWEZS, 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 BCWEZS’ relationship with you to the extent permitted by law. 

Please remember that you have a responsibility for your own safety and well-being.

1.3 Cancellation policy

Please see the relevant section below for more information on our cancellation policy.

1.4 Opening hours

Our standard opening hours can be found here.

We reserve the right to change or amend our opening hours without prior notice or compensation.

Whilst we endeavour to ensure that as many as possible displays and animal areas are available to view or use by visitors, we may, at our discretion, without any prior notice, and save as expressly provided in these Terms and Conditions, without refund or compensation, change the opening hours of Bristol Zoo Project, close the Bristol Zoo Project or any part of it, remove animals from show to the public, and/or suspend or cancel any event or activity due to, without limitation, health and safety (including social distancing measures or Government restrictions relating to Coronavirus), capacity, animal welfare, adverse weather conditions or other situation deemed necessary.

1.5 Photography of visitors

From time to time authorised third parties may take photographs and/or video recordings at Bristol Zoo Project, including the car parks and surrounding areas which may feature visitors. By accepting these Terms and Conditions, you agree that Bristol Zoo Project or any authorised third party may use such images in perpetuity in any promotional or publicity material in any format whatsoever including social media. You further agree that all copyright and any other intellectual property rights that subsist in or arise out of these materials shall be absolutely owned by us or such authorised third party (subject to our agreement) as the case may be. If you prefer not to be included in photography or film footage please advise a member of staff.

1.6 Applicable law

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

If any of these Terms and Conditions should be determined to be illegal, invalid or otherwise unenforceable by reason of the law of any state or country in which these Terms and Conditions are intended to be effective, then to the extent and within the jurisdiction in which that Term or Condition is illegal, invalid or unenforceable, it shall be severed and deleted from that clause and the remaining terms and conditions shall survive and continue to be binding and enforceable.

1.7 Third party law

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

1.8 Insurance


BCWEZS, 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 BCWEZS’ relationship with you to the extent permitted by law.


In the event that the above exclusion of liability is not effective, BCWEZS’ maximum aggregate liability shall be the amount paid by the claimant to BCWEZS in respect of the transaction out of which the claim against BCWEZS arose.


Notwithstanding clauses 1.8.1 and 1.8.2, nothing in these terms limits in any way our liability:

  • For death or personal injury caused by our negligence

  • Under section 2(3) of the Consumer Protection Act 1987

  • For fraud or fraudulent misrepresentation; or

  • For any matter which cannot be excluded by law

1.9 Privacy policy

Our privacy policy is available here.

1.10 Complaints

Whether you are a member, visitor, school group or supporter, we value and welcome your feedback. If you have an issue or complaint, we encourage you to let us know about it during your visit and we will do our best to resolve it for you there and then. We would also be happy to receive your feedback after your visit. Details of how to contact us are available on our website.

1.11 Car parking

Users of our car parks do so at their own risk. BCWEZS will not accept liability for any accidents, damage or loss incurred. We close our car park or restrict access without notice or compensation.

1.12 Gift Aid on donations

When making a donation you may elect to have Gift Aid apply to it. As a charity we can claim up to 25p of every £1 you give us as a donation. This donation includes the full cost of your admission ticket if you opt to pay the voluntary 10% donation and the ticket is for yourself or a member of your family. It also includes the cost of membership if the membership is for you or a member of your family.

By choosing to Gift Aid you are confirming you are a 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 can cancel a Gift Aid declaration at any time.

2. General admission tickets

2.1 Tickets

All admission tickets, including tickets for events, are non-refundable.

For the purposes of admission ticket purchases, our tickets are defined as:

  • Adult: Adult is classed as aged 15- years and over.

  • Child: Child is classed as aged 2-14 years inclusive.

  • Family: 2 adults and 2 children, or 1 adult and 3 children

  • Children aged under 2 years are free of charge.

  • All children must be accompanied by an adult.

  • Disabled adults or children can bring one carer with them free of charge when they pay full adult/child price. Evidence of eligibility will be requested, which may include a Blue Badge, statement of special educational needs from LEA or NHS, or a letter from a medical professional on NHS headed paper. For Admission tickets purchased online, we will email you a ticket reference number. When you arrive, let our admissions team know what your reference number is. There is no need to print out the email, you can show it on your phone or just make a note of the reference number.

2.2 Discounts and promotions

All promotions are subject to the Terms and Conditions stipulated on the voucher/code and any associated material. This includes the valid to date.

Lost, expired or destroyed promotional vouchers cannot be redeemed.

Promotional codes and or discounts cannot be used in conjunction with any other offer. For clarity this means that two promotions cannot be redeemed simultaneously on the same purchase – only one discount or offer applies per transaction.

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

We are not party to and will not in any circumstances become involved in or liable for any third party’s Terms and Conditions of promotion or any dispute arising in connection with a third party promotion.


Annual membership may be taken out at any time and will be valid for a full 12 months from date of purchase.

Lifetime membership may be taken out at any time and will be valid for the lifetime of the named member. Lifetime membership is available for age 15+

Childminder membership may be taken out at any time and will be valid for a full 12 months from date of purchase. A childminder membership comprises of one named adult and 5 unnamed child memberships. All childminders must be registered with Ofstad in England, Wales or The Care Inspectorate in Scotland and a valid certificate is required upon purchase.

All memberships are non-transferable.

All memberships are non-refundable.

Members receive one membership card per person and will have a photograph taken that will be saved on the membership database. This is to ensure that membership cards cannot be used by others. A fee of £5 will be charged for replacement cards.

Members aged 14 and under must be accompanied by an adult at Bristol Zoo Project.

Date of birth is required for all children when purchasing a child membership.

3.1 Membership Benefits

Membership benefits are subject to change at any time.

Members receive a 10% discount in the Bristol Zoo Project shop. The 10% discount cannot be used in conjunction with any other offer and excludes books, drinks, confectionary and ice cream. A minimum spend of £5 applies.

Members receive a 10% discount on activities at the outdoor attraction Leap of Faith at Bristol Zoo Project. Bookings can be made via the Bristol Zoo Project website or at Visitor Information.

Members receive a 10% discount on animal experiences. Bookings can be made via the Bristol Zoo Project website or at Visitor Information.

Guests can accompany members for free on selected dates specified by Bristol Zoological Society for ‘Bring A Friend Day’. Each member can bring one guest each and entry must be pre booked via the website. Bring a Friend Day dates are advertised via the members monthly newsletter.

Wherever possible, members receive priority booking and discounted ticket prices for public zoo events, such as Summer Lates and behind-the-scenes talk events.

Members receive a monthly newsletter via email. If you are not receiving this email, please contact the team on 0117 428 5300 or email [email protected] to confirm your contact details. We will periodically send membership and zoo updates via post. If you wish to opt out of receiving postal updates please contact the team.

Bristol Zoological Society members gain free entry to selected UK zoos and safari parks. Currently, Bristol Zoological Society members can enjoy one visit per annum to Belfast Zoo, Colchester Zoo, Edinburgh Zoo and RZSS Highland Wildlife Park, Chester Zoo, Marwell Zoological Park, Twycross Zoo, Paignton Zoo, Newquay Zoo and Woburn Safari Park.

To visit, you will need your welcome letter from Bristol Zoological Society which contains the expiry date of your membership, alongside your membership card. Please email Visitor Information at [email protected] if you require a copy of your welcome letter.

The visitation requirements for each zoo are as follows:

  • Twycross, Edinburgh Zoo, RZSS & Highland Wildlife Park and Belfast Zoo do not require members to pre book. Please present your membership card and welcome letter for evidence of validity.

  • Paignton Zoo: Contact admissions if you are planning your visit during the summer holidays or sunny weekend days. Please present your membership card and welcome letter for evidence of validity.

  • Newquay Zoo: Email [email protected] at least 24 hours prior to your visit to arrange your booking. Please present your membership card and welcome letter for evidence of validity.

  • Chester Zoo: Do not require members to pre book. Please present your membership card and welcome letter for evidence of validity, and head straight through the admissions lane. Members do not need to queue at any of the ticket windows or visit the Membership HQ.

  • Colchester Zoo: Do not require members to pre book. Please visit the ticket office on arrival and present your membership card and welcome letter for evidence of validity. Members can visit on any date during zoo open hours but are unable to attend selected special events, including but not limited to, Trail of Terror, The Santa Experience, and Enchanted Trail of Light.

  • Woburn Safari Park: Call 01525 290 407 or email [email protected] at least 25 hours prior to your visit to arrange your booking. Please present your membership card and welcome letter for evidence of validity.

  • Marwell Zoo: Email [email protected] to ensure availability on the day of your intended visit. Please present your membership card and welcome letter for evidence of validity.

3.2 Membership Offers

Onsite Upgrade Offer - Join on the day of your visit to Bristol Zoo Project and the cost of your admission ticket will be deducted from your membership fee. This offer is valid only on the day of your visit. Please visit Visitor Information to claim this offer. We’ll need to see your receipt or booking reference number.

Online Upgrade Offer - Enjoy 13 months membership for the price of 12 months. This offer is advertised via email following a visit to Bristol Zoo Project. To qualify for this offer you would have needed to have booked your admissions ticket online and to have opted in to marketing communications. Following the 13-month membership period the membership will revert to 12 months.

Joining and Renewing Gift - Each new and renewing member is eligible to receive a free pin badge which currently features a red panda. This offer applies to new and renewing adult and child memberships. Badges are limited to one per person. We regret that we are unable to post pin badges or replace lost badges. Pin badges must be collected from Visitor Information within 3 months of membership purchase or renewal. We regret that we are unable to guarantee that you will be receive your selected quantity of badges after this date.

3.3 Membership Direct Debit Payment Terms and Conditions

If paying by 4-month Direct Debit, your membership fee is payable in 4 instalments, paid over the first 4 months of your membership period. Payments will be taken on or shortly the 28th of the month.

Annual Direct Debit renewals are taken on or shortly after the 28th of the renewal month.

We will contact the lead member via email 30 days prior to the renewal date to confirm payment.

If a payment fails, we will contact you to give you the opportunity to pay all instalments due for the remainder of your membership by alternative means or set up a new Direct Debit.

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

3.4 The Direct Debit Guarantee

This guarantee is offered by all banks and building societies that accept instructions to pay direct debits.

If there are any changes to the amount, date or frequency of your direct debit Bristol, Clifton & West of England Zoological Society Ltd Direct Debits will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Bristol, Clifton & West of England Zoological Society Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your direct debit by Bristol, Clifton & West of England Zoological Society Ltd Direct Debits 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're not entitled to, you must pay it back when Bristol, Clifton & West of England Zoological Society Ltd Direct Debits asks you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

4. Experiences

4.1 Refunds and Cancellations

Once your order is complete, payment will be taken, and at that point the Contract between us will be formed.

We have a no refund policy for all our Experiences.

Experiences are non-transferable and cannot be resold.

If you fail to arrive in time for your Experience, or do not attend, refunds and transfers are not permitted unless expressly agreed and in exceptional circumstances only – this is at our complete discretion and any changes will be subject to a further charge.

If circumstances dictate, such as severe weather or a particular animal being unwell, it may be necessary to change the chosen activities without notice. In the rare event of this happening, we will always try our best to offer a suitable alternative. In case of emergency or unforeseen circumstance, Bristol Zoological Society reserves the right to close all or parts of Bristol Zoo Project as necessary (see section 1.4).

We reserve the right to amend your Experience, or where this significantly impacts on the Experience, we will offer an alternative date.

4.2 Restrictions

Please note the relevant age restriction applicable for your experience:

  • Cheetah Experience – 15+

  • Meerkat Experience – 5+

  • Keeper for the Day – 15+

  • Giraffe Experience – 5+

  • Junior Keeper Experience – Ages 5 to 14

An adult over the age of 18 must accompany any children under the age of 16 taking part in an Experience.

Children under the age of 12 must be accompanied by an adult into the animal enclosure but the adult cannot participate in the Experience, unless they have purchased an experience for two people.

All Experiences include free entry for the participant plus one guest.

Additional adults/children can come into Bristol Zoo Project on the day upon the purchase of a corresponding priced ticket for the date upon which the Experience is taking place, but cannot take part in the experience.

Due to the nature of the Experience and restrictive access to certain animal enclosures, participants must be physically fit and suffer no severe health problems. Regrettably certain guests will be unable to take part including people with epilepsy; relevant phobias or relevant known allergies; pregnant women; and immunocompromised individuals. Please contact us before purchasing your Experience for further advice.

The timetables for our Experiences have been devised in order to allow as much time as possible with the staff and animals whilst not detracting from the running of Bristol Zoo Project. As such, we regret that it is not possible for us to fulfil activities outside those described.

As much as is possible we encourage natural behaviours within our animal collection. There is no guarantee that our animals will want to take part in your Experience. We operate a “hands-off” approach with our animal collection whereby human contact is reduced to an absolute minimum. As a result there will be no direct contact with animals during your Experience.

4.3 Keeper for the Day

The Experience is designed to give participants a broad overview of all the animal sections at Bristol Zoo Project and as such does not guarantee participation with specific animal species.

4.6 Health and safety

4.6.1 General health and safety

All animals naturally carry a range of microorganisms, some of which can be transmitted to humans and subsequently can cause illness. Some animals also have the potential to cause harm through biting or scratching. It is therefore essential that those taking part in our Experiences follow any instructions closely. As with all zoos there are work-related activities being carried out which may present a risk if these guidelines are not followed.

  1. All participants in the scheme must have an up-to-date tetanus vaccination.

  2. Please ensure all cuts/abrasions on exposed skin are covered with waterproof dressings and if needed disposable gloves are provided.

  3. Smoking is not permitted anywhere in the grounds of Bristol Zoo Project.

  4. The member of staff leading the Experience reserves the right to halt the Experience at any time if they feel the behaviour of participants or spectators is inappropriate. No refund or rescheduling of the Experience will be offered in these circumstances.

  5. Please do not eat the food intended for the animals.

  6. Hands need to be washed at every opportunity, especially after the sessions have finished.

  7. Always use disposable gloves when advised.

  8. Please avoid putting your face close to the animals, placing your fingers in your mouth, or attempting to kiss any animals.

  9. Please remain with the host at all times.

  10. Do not enter any enclosures without instruction from your host.

  11. Do not touch/stroke any animal without your host’s permission.

  12. Please ensure appropriate footwear and clothing is worn – no open-toed shoes or high heels. This includes ensuring clothing is appropriate for the weather (ie please wear appropriate hot/cold/wet weather clothing).

  13. No jewellery, apart from ear studs and rings, is permitted.

  14. Long hair should be tied back.

  15. Any accidents should be reported to your host immediately so appropriate action can be taken and first aid provided if necessary.

  16. In the event of any emergency please follow the instructions of your host.

  17. Experience participants must meet the minimum age restriction for their Experience and we reserve the right to ask for ID.

  18. Food and drink is available on site and can be purchased from our onsite food outlets. Please speak to a member of staff if you have food allergies or intolerances. 

4.6.2 Approaching and handling animals

All animals should be approached in a calm and quiet manner. It is important to neither surprise nor corner an animal as they may act defensively and cause injury to you, the staff member and themselves.

When in close contact with any animal you are at risk from being hurt by them. The potential for injury will vary according to the size and species of animal and the reason for the attack. Behavioural changes will occur according to reproductive cycles, illness, injury or stress and sometimes for no apparent reason.

Animals are unpredictable and you should never be complacent with regard to safety precautions when handling animals. The member of staff will supervise the approach and handling of animals under their responsibility and at all times practise safe handling techniques.

4.6.3 Observation of animal enclosures

You will accompany the relevant member of staff and patrol the section observing the animals. At no time will you be allowed to enter an area or enclosure without the supervision of a member of staff.

4.6.4 Diet and nutrition

This is relevant if your Experience involves the preparation of food and feeding the animals. Instruction and assistance will be given regarding the preparation of animal feeds. Particular attention will be drawn to safety matters regarding the use of knives. Feeding the animals will require close contact with some species and all necessary safety precautions must be adhered to according to the feeding protocols. These include protection when necessary and provision of a safe working distance from the animals where appropriate. The feeding of any animals will be strictly supervised by the keeper responsible.

4.6.5 Animal husbandry

This is relevant for the Keeper for the Day Experience. This may include a variety of tasks from cleaning/mucking out, to the collection and preparation of new bedding and enclosures. Instructions will be given regarding safe handling, lifting and the correct use of tools and equipment. Protective clothing or equipment will be provided if necessary and the member of staff will supervise all tasks.

5 Gift vouchers

5.1 Refunds and cancellations

Once your order is complete, payment will be taken, and at that point the Contract between us will be formed.

Gift vouchers are valid for up to 1 calendar year from the purchase. The expiry date will be clearly displayed on the front of the Gift Voucher. Expired vouchers cannot be refunded or redeemed.

Gift vouchers cannot be refunded or exchanged for cash and are not for resale.

Replacements or refunds will not be offered for lost, destroyed or stolen vouchers.

The purchaser of the voucher is entitled to a 14 day cooling off period from the contract date, provided the voucher is returned unused and with the original receipt within 14 days of contacting us, after which a full refund will be made. Refunds will be made to the person who purchased the voucher using the same means of payment used for the initial purchase. Once an experience has been booked using the voucher the right to cancel the voucher will be lost.

5.2 Use of gift vouchers

Gift vouchers can be purchased for memberships and admission tickets.

Gift vouchers cannot be transferred between product/service types, they are valid for the product/service displayed on the front of the voucher only. As gift vouchers are purchased for a specific product or service, use of a gift voucher as part payment is not possible.

Please refer to the separate Terms and Conditions relating to the intended purpose of the gift voucher.

Gift vouchers can be used for full payment of the product stated on the front of the voucher.

Each gift voucher is valid for one use only.

Incomplete or amended vouchers are invalid and cannot be redeemed.

Gift vouchers cannot be used in conjunction with any special promotions, or discounts.

5.3 Other

Our gift vouchers are not covered by the Financial Services Compensation Scheme. In the unlikely event of BCWEZS becoming insolvent, some or all of the credit on the Vouchers may not be available to spend. However, if you made your purchase using a Visa Credit or Debit card or a MasterCard Credit card, you may be able to make a claim under the protection offered by Visa or MasterCard; please read the terms and conditions of your card provider.

6. School Group Visits

6.1 Bookings

Bookings are provisional until you have received a booking confirmation email from a member of our team. On receiving a booking confirmation email you agree and accept to abide by the following terms and conditions as part of your visit.

Special offers, discounts and promotional codes are only valid if quoted at time of booking and cannot be combined and or applied thereafter to existing bookings.

Bookings must be made directly by the school or organisation making the visit. Bookings made by third parties will not be accepted.

Schools and other educational groups are fully responsible for ensuring they are up-to-date and compliant with current government guidance.

You must meet the following ratios for leaders to students when booking, on the day of your visit and if your group is forming smaller groups while at the site:

  • For all age groups under 18, we currently require 1 leader for every 7 students (1:7) to ensure appropriate supervision while on site.

  • For an adult learning group, consisting of individuals all over the age of 18, there are no ratios but there must be an appointed group leader.

  • All ratios outlined above also apply to home education groups.

Leaders in addition to those outlined as a requirement above will be accepted on a booking at our discretion. Any additional individuals forming part of your group not declared on your booking but arriving on the day, including home education groups will be subject to purchase entry tickets, subject to availability at the walk-up rate of the specified site unless agreed by our Education Booking Team in advance subject to special requirements.

The group leader appointed by you is responsible for the behaviour, welfare and management of your whole group while visiting Bristol Zoo Project.

6.2 Students with complex needs

Group leaders are required to let us know at the point of booking if any students have additional needs so we can discuss in advance of the visit how we can help support you and your group.

6.3 Familiarisation visits

One free familiarisation visit can be arranged for the group leader only, subject to availability.

This must be booked in advance.

Any additional visitors accompanying the group leader on this visit will be required to purchase tickets.

6.4 School Group Leaders

School group leaders are responsible for the following:

  • Obtaining parental consent

  • The behaviour, welfare and management of the group

  • Completion of a risk assessment for their group

  • Establishing an emergency communications plan for their visit

  • Providing adequate supervision ratios at all times.

6.5 Education Spaces

Some spaces may be available for use for bag storage and/or lunch space. Please speak to our team when booking. Bristol Zoological Society will not accept any responsibility for items stored.

For bag drop use, students should drop their bags in small groups and touch no one else’s belongings but their own.

Students will be expected to bring all their own equipment eg pens and pencils where required for your own planned learning activities on a self-led visit.

Where spaces are used for groups consuming their lunch, schools will be responsible for the safe disposal of rubbish. Guidelines for this will be clearly displayed.

6.6 Changing and cancelling your booking

All school group bookings are non-refundable.

All cancellations must be made in writing to [email protected].

Should you wish to make any amendments to your booking these must be made in writing within 14 days of the date of the original booking.

These changes must then be accepted and confirmed by our Education Booking Team in writing.

In the event that Bristol Zoological Society cancels your booking within 14 days of the date of your visit, we will endeavour to offer an alternative visit where possible.

7 Leap of Faith


Leap of Faith is operated by HIGHZONE LIMITED of 14 Parrys Close, Stoke Bishop Bristol BS9 1AW. Specific information / Terms and Conditions can be found here and here. Bristol Zoological Society acts as an agent on behalf of HIGHZONE LIMITED.

8 Fosters


Fosters is operated by Fosters Rooms Ltd, registered office Unit 5 Avonside Industrial Estate, Avonside Road St Philips, Bristol, BS2 0UQ, company number 00523897, VAT number 303126514.