ZSL Terms and Conditions

ZSL Terms and Conditions

Our Terms

These are the terms and conditions on which we supply goods, services, membership, donations 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. 

Terms and conditions for London Zoo can be found here.

Terms and conditions for Whipsnade Zoo can be found here.

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 telephoning our Supporter Contact team on 0344 225 1826 or by clicking on this link and completing the enquiry form.

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/ 

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 on a date specified by you for a gift membership. 

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 

All membership packages, other than single child memberships, may be purchased with either Silver or Gold benefits. 

Silver Membership

Silver members will enjoy free access to London and Whipsnade Zoos and receive regular exclusive email updates about our Zoos, animal news, special offers and events, and updates about ZSL's latest work.

Gold Membership

Gold members will enjoy free access to London and Whipsnade Zoos and receive exclusive email updates about our Zoos, animal news, special offers and events, and updates about ZSL's latest work. 

Gold members will also receive the following benefits:

• 10% off in our Zoo shops and restaurants
• 10% off in the ZSL online shop
• 10% off our animal experiences at London Zoo
• 10% off our animal experiences at Whipsnade Zoo
• Priority booking and discounts on selected events
• Exclusive daily Hullabazoo Indoor Play session from 10.00-11.15. 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 
• 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 times from 10AM Monday - Friday.

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 may benefit from 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. 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. 

Only tickets purchased through ZSL (including Flexi tickets) and National Rail 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 Whipsnade and London Zoos are subject to our general admission conditions of entry. 

Read our London Zoo general admission conditions of entry

Read our Whipsnade Zoo general admission conditions of entry

Please note that, as set out in the general conditions of entry, in exceptional circumstances we may need to change the opening and closing times or even close one or both Zoos altogether. 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. 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. For 2022 these remaining dates are: 22-30 October, 17 December 2022 - 2 January 2023.

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.

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, call us on 0344 225 1826 or please write to us by completing this form (this will take you to the Whipsnade Zoo website but covers both Zoos).

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 (this will take you to the Whipsnade Zoo website but covers both Zoos), 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 ZSL London Zoo, ZSL Whipsnade Zoo (each an “Attraction”) and 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.

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. You can also call our Supporter Contact team on 0344 225 1826. 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 ("Ts&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.