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WELSH MOUNTAIN ZOO GENERAL TERMS & CONDITIONS

  1. All tickets purchased are non-refundable, including in cases of poor weather, change of plans, or non-attendance.
  2. Tickets may be transferred to an alternative date, subject to availability. Transfers are only permitted to dates within the same or a lower seasonal pricing tier. If a ticket is transferred to a date with a higher pricing tier, the difference in price must be paid at the time of transfer. No partial refunds will be issued if a ticket is transferred to a lower-priced date.
  3. Tickets are valid for one-time entry on the date selected at the time of booking (unless rescheduled as above).
  4. Children aged 13 years or under must be accompanied by an adult aged 18+
  5. The Zoo is an all-weather attraction and remains open in most conditions. Visitors are advised to dress appropriately for the outdoors, including uneven and occasionally steep terrain. Tickets are non-refundable due to poor weather unless the Zoo is closed for safety reasons.
  6. In the unlikely event that the zoo must close due to safety concerns, extreme weather, or unforeseen circumstances, we will offer alternative visit dates where possible.
  7. Welsh Mountain Zoo reserves the right to refuse entry or remove guests without refund in cases of inappropriate behaviour, non-compliance with Zoo rules, or where a guest poses a risk to animals, staff, or other visitors.
  8. Day tickets may be upgraded to annual memberships on the day of your visit. Please speak to a member of the Guest Services team for more details.
  9. Guests must show their e-ticket or booking confirmation on entry.
  10. Please refer to our FAQ page to view our accessibility information and statement: FAQs – Welsh Mountain Zoo

WELSH MOUNTAIN ZOO EXPERIENCES TERMS & CONDITIONS

Please note the following points when booking an Animal Experience or a Keeper for the day experience at the Welsh Mountain Zoo:

Availability

  1. All animal experiences are available every day of the year except for Christmas Day
  2. We advise all of our guests wishing to take part in an experience to book as far ahead as possible. We suggest providing four potential dates that are convenient for your attendance of an experience in order for us to better match your requirements. You will receive a digital booking confirmation once the booking is confirmed. Please note that during busier times this can take up to 5 working days.
  3. Please advise at time of booking if anyone taking part has additional requirements including a disability, pregnancy, diet or immuno suppression which may require an experience to be varied or changed. We will accommodate anyone to the best of our ability.
  4. The Welsh Mountain Zoo does not allow pregnant women to take part in an animal experience without first seeking advice from their doctor. Proof of this will be required.
  5. Bookings must be made and experience taken within one year of the date of purchase. This means for gift purchases, if the date has been left open by the purchaser the gift recipient has 12 months to contact the Zoo and attend the experience.
  6. All Animal Experiences and Keeper for the Day are private and these will not be shared with any other persons.
  7. For all Keeper for the Day experiences, the minimum age for participation is 16yrs. All participants aged of 16-17yrs must be supervised by a responsible adult over the age of 18yrs old throughout their experience and visit.
  8. We are committed to safe guarding and the protection of children and vulnerable adults whilst they enjoy their visit around the Welsh Mountain Zoo. As part of the Welsh Mountain Zoo’s safeguarding policy, the Zoo as the employer, along with our employees, make a commitment to safeguarding young people’s and vulnerable adults’ welfare. We fully support the current government policy in their goal to protect young people and vulnerable adults; to prevent physical, sexual or emotional abuse. As employers, we do not believe our animal experiences are deemed as regulated activity as governed by the Secretary of State’s statutory guidance on supervision of activity by workers with children. Despite this, the Welsh Mountain Zoo does request that all children under the age of 16 are supervised whilst undertaking animal experiences, as part of our own Safeguarding Policy ensuring adequate supervision at all times.

Cancellations and changes (applicable to all experiences):

  1. Payment will be taken when you make your booking.
  2. Any rescheduling of your experience 14 days in advance of your experience date will be made free of charge. Only one permitted per booking and must still be taken within the 12 months of purchase of the experience.
  3. There will be a £10 administration charge to cover administration costs if a booking is rescheduled less than 14 days prior to the experience date originally booked.
  4. Refunds can only be made to the purchaser, are subject to a £10 administration charge and must be applied for within the first 3 months from date of purchase.
  5. If in an unforeseen circumstance you are unable to attend your experience and cannot make contact, we will permit one re-arrangement of the experience date free of charge. After this, if you still fail to attend your experience, the cost of the experience will not be refunded and no alternative dates will be offered.
  6. The Welsh Mountain Zoo reserves the right to reschedule or cancel an experience at any time if necessary. Notice will be given as far in advance as possible.

On the day:

  1. Please wear clothing suitable for working with the animals and for all weathers including long trousers and closed toe shoes such as trainers, walking boots or wellingtons. The Welsh Mountain Zoo reserves the right to refuse those who do not wear suitable clothing without offering a refund.
  2. The experience is for the recipient/s only and as part of the Keeper for the Day and Animal Experiences package you have purchased, we will allow one accompanying guest free of charge who will not take part in the experiences. Any further accompanying guests will have to pay the full admission price.
  3. The Welsh Mountain Zoo reserves the right to ask any participant to leave the Zoo should they behave in an inappropriate or unsafe manner that is likely to put themselves, staff, other visitors or animals at risk.
  4. A reasonable level of fitness is required to take part in all experiences.
  5. Experiences are not suitable for those allergic to dust, animal fur or bedding.
  6. If you are late to the attendance of your Animal Experience by more than 15 minutes without notice being provided to the Welsh Mountain Zoo the Animal Experience will not be conducted on the day. We will do our best to accommodate late arrivals however this time may be deducted from your experience.

Keeper for the Day Experience

  1. Keeper for the Day experiences are available to persons 16 years and over.
  2. The Welsh Mountain Zoo cannot guarantee that any particular animals will be available to meet during an experience. However, if requested in advance and agreed, we will endeavour to accommodate any special requests to meet specific animals. This is at the Zoo’s discretion.
  3. The timetable for Keeper for the Day has been devised in order to allow as much time as possible with the Keepers whilst not detracting from the running of the Zoo. It is not, therefore, possible to change any of the activities that are on offer.

Animal Experiences

  1. There is a minimum age limit of 7+ for all Experiences, apart from our Sumatran Tiger and Snow Leopard experiences, where the minimum age is 16+. All children under the age of 18 MUST be supervised by a responsible adult over the age of 18yrs at all times which will not have to take part in the experience.

Gift Vouchers

  1. Cash Value Vouchers
    • Must be redeemed and used by the expiry date shown.
    • Can be redeemed through the Welsh Mountain Zoo website or on entry at the zoo.
    • Valid for single use only.
    • Cannot be exchanged for cash or extended beyond the expiry date.
    • Can only be redeemed once; no credit or change will be given if the full value is not used.
    • Lost, damaged, or stolen vouchers cannot be replaced.
    • Cannot be used against Food & Beverage items
    • Subject to standard Welsh Mountain Zoo terms and conditions.

2. Experience Vouchers

  • Must be redeemed and used by the expiry date shown.
  • Can be redeemed by booking at least 14 days in advance through the Welsh Mountain Zoo website.
  • Valid for single use only.
  • Cannot be exchanged for cash or extended beyond the expiry date.
  • Lost, damaged, or stolen vouchers cannot be replaced.
  • Subject to standard Welsh Mountain Zoo terms and conditions.

3. Adoption Vouchers

  • Must be redeemed by the expiry date shown.
  • Can be redeemed through the Welsh Mountain Zoo website.
  • Valid for single use only.
  • Cannot be exchanged for cash or extended beyond the expiry date.
  • Lost, damaged, or stolen vouchers cannot be replaced.
  • Subject to standard admission and experience terms and conditions.

WILD Workshops

  1. There is a minimum age limit for this experience which is 8.

WILD Photography Course

  1. There is a minimum age limit for this experience which is 16. Anyone aged between 16 and 17 can attend the course but will need to be supervised by an accompanying adult over the age of 18 for the duration of the course.

Data protection

  1. The data you supply will only be used for the purpose intended and not passed to any third parties.

Rainy Day Guarantee

  • Offer valid for visits between 1st October – 1st November 2026.
    Tickets must be purchased by 11:59pm of the day before your visit.
  • The guarantee applies only to paid day tickets purchased via the Welsh Mountain Zoo website. Complimentary tickets and third party tickets are not eligible.
  • It must rain continuously for 1.5 hours or more during your visit.
  • Rainfall is verified using official data recorded at the Welsh Mountain Zoo.
  • If your visit meets the criteria, we will issue free return tickets for a like for like booking (same ticket type as the original visit).
  • Return tickets can be redeemed for a revisit until 28 March 2027.
  • This offer cannot be exchanged for cash or used in conjunction with any other promotions.
  • The Welsh Mountain Zoo reserves the right to amend or withdraw this offer at any time.
  • Claims must be submitted within 14 days of your visit.
  • To claim, email info@welshmountainzoo.org with:
    • Your booking name
    • Booking reference
    • Visit date

Welsh Mountain Zoo – Win a Magical Visit to Santa’s Grotto with a Day Out at the Zoo Draw: Terms and Conditions.

1. Promoter

The prize draw is organised by Welsh Mountain Zoo (the “Promoter”).

2. Eligibility

● The prize draw is open to UK residents aged 18 or over.

● Employees of the Promoter and anyone directly involved in organising the prize draw are not eligible to enter.

● The Promoter reserves the right to verify the eligibility of entrants.

3. How to enter

● Like the giveaway post, follow the relevant Welsh Mountain Zoo social media account and tag the person you would like to bring in the comments (or say who they are if they cannot be tagged).

● Entrants may enter on both Facebook and Instagram. One valid entry per person per platform is permitted, giving a maximum of two entries per person.

● No purchase is necessary to enter. Booking Santa’s Grotto is not required.

● Entries must be submitted by 11:59pm on Sunday 8 November 2026.

● Incomplete or invalid entries will not be included in the draw.

4. The prize

One winner will receive admission to Welsh Mountain Zoo, including Santa’s Grotto, for up to four people.

● The prize must be booked in advance and is subject to availability.

● The visit must take place on an eligible Santa’s Grotto event date during the 2026 Christmas season, subject to the Promoter’s booking conditions.

● The prize is non-transferable and cannot be exchanged for cash.

● If the winner has already paid for an eligible Santa’s Grotto booking and admission, the Promoter will refund the equivalent value of that booking and admission, up to the value of the prize.

5. Winner selection and notification

● One winner will be selected at random from all valid entries received across Facebook and Instagram.

● The draw will take place after the closing date.

● The winner will be contacted directly by an official Welsh Mountain Zoo account and announced via the Zoo’s Facebook and Instagram Stories.

● The winner must respond within 72 hours of being contacted. If no response is received, the Promoter reserves the right to select an alternative winner at random.

● The Promoter will never ask for payment or bank or card details to claim the prize.

6. General conditions

● The Promoter reserves the right to disqualify entries that are fraudulent, automated or otherwise do not comply with these terms.

● The Promoter reserves the right to amend or cancel the prize draw only where circumstances outside its reasonable control make this necessary, and in accordance with applicable promotional rules.

● Personal information will only be used to administer the prize draw and contact the winner, in accordance with the Promoter’s privacy policy.

● This promotion is in no way sponsored, endorsed, administered by or associated with Facebook or Instagram.

● By entering, participants agree to these terms and conditions.