Terms and Conditions

Terms and conditions of entry to our zoos

Ticket conditions

• Single entry only
• Valid only at the specified property
• Non-refundable
• Lost, stolen or destroyed tickets cannot be replaced.
• Zoos Victoria reserves the right to request proof of age. Children 15 years and under must be supervised by an accompanying adult. An adult is deemed to be any person aged 16 years or older.
• By purchasing a ticket online, you give Zoos Victoria the right to email or text you a copy of your tickets and/or information relating to your visit to the zoo.
• Family weekday tickets need to be used in one admission.
• The Ticket attendant may request you present the order confirmation number, the credit card used to purchase tickets, photo identification and valid proof of any concession entitlement.

In the interests of safety and for your enjoyment, we also recommend that you apply the following minimum child to adult ratio when visiting our zoos:

• Children under 5 years: 1 adult to 3 children
• Children 5 – 8 years: 1 adult to 6 children
• Children 9 – 15 years: 1 adult to 10 children

Terms and conditions of entry to our zoos

1. All visitors must abide by any other conditions displayed on Zoos Victoria grounds or communicated by Zoos Victoria staff. Zoos Victoria retains the right to deny access and/or eject visitors who are being a public nuisance, acting recklessly or failing to observe directions from Zoos Victoria staff, security, or any Zoos Victoria signage. The decision to deny access and/or eject any visitor is made at the absolute discretion of Zoos Victoria. 

2. The zoo is designed to immerse visitors in the experience and may include free-roaming animals, moats, dams, lakes, creeks, structures, and signs. The zoo site has many kilometres of paths. Zoo-themed designs to simulate natural landscapes and pathways are winding, undulating and elevated, made, unmade natural surfaces covered in gravel, bark or sand and vegetation. A visitor should take care when navigating the zoo in the exhibit precinct area, should stay on the footpath or pathways and not wade, swim or bathe in any water bodies not designated for use by a visitor.

3. An accompanying adult must supervise children at all times and not leave children unattended. Visitors must not climb over fences or onto displays such as statues and structures placed for interpretive purposes and not provided for a visitor to sit or climb. The metal sculptures can be extremely hot during the day, and visitors should avoid touching them. 

4. A visitor is not permitted to behave in a way or possess an object that is likely to cause disruption, nuisance or offence to other persons at the zoo and is not permitted to use any audio equipment or musical instrument at a volume likely to disturb any animal; or the carriage and operation of drones, kites or any such aircraft or objects are prohibited or behave in a manner that is likely to cause offence or disruption to other guest or animals. Objects such as balls, balloons, bicycles, drones, scooters (excluding mobility scooters), skateboards, roller blades or motorised devices or illegal substances are not allowed. For example, balls, balloons, plastic straws or similar objects could harm an animal if the objects are dropped and consumed by the animal in the exhibit. However, we allow mobility scooters to support people with physical disabilities moving around the zoo. They should know that some areas are difficult to navigate and may restrict movement and, if possible, avoid using them when overcrowding during the peak period. 

5. Visitors cannot reserve any part of the zoo (unless the zoo approves) for their function or group, including putting up beach umbrellas, tents or gazebos. Playing games or sports that could annoy animals or people or cause a nuisance to other visitors is prohibited. 

6. A visitor is not permitted to touch or interfere with any nests, animals, and or parts of animals or vegetation; remove or disturb any rock, stone, sand or similar substance; feed any animal; throw any object; climb on, damage or deface any structure or sign; light any fire; or litter. 

7. The zoo is a smoke-free site. Smoking, vaping and using any electronic device that simulates tobacco smoking is prohibited in all zoo buildings, any vehicles on zoo grounds and outdoor areas. 

8. Visitors must enter through the public gates and are not permitted to enter or remain on the grounds outside public hours or any non-public area or exhibit. We may conduct checks, including asking you to remove an object in your bag or prams so we can see inside fully. Visitors must not conduct commercial or fundraising activities on-site (unless the zoo approves). 

9. A visitor should dress appropriately. We will not permit entry for visitors to wear an animal costume or outfit or clothing with racist or inappropriate slogans. We require visitors to wear footwear at all times for safety reasons. 

10. A visitor is not permitted to bring any animal into the area of the zoo. However, with exceptions and prior arrangements, assistance animals (usually dogs) to support people with disabilities moving around the zoo. The assistance animal needs to be non-aggressive, obedient to the handler’s command, quiet (not barking), calm in crowded spaces, and calm in noisy and stressful situations, including the smell of other animals in the zoo. Assistance animals may be refused entry based on biosecurity risks, and a visitor may be requested to remove their assistance animal from zoo grounds or have limited access to zoo grounds should zoo animals be disrupted by the animal's presence. 

11. A visitor is permitted to take photographs, images or recordings, or make artwork for personal use but not for commercial purposes without our approval. We expect our visitors to respect the privacy of other visitors and our staff. 
12. Visitors must not (unless the zoo approves):

• • solicit money, donations or subscriptions or any form of fundraising activities on-site.
  • conduct commercial or marketing activities of any kind including sell or distribute any goods or services or any other matter or things.
  • conduct public surveys or opinion polls.
  • distribute advertising or promotional materials of any kind.

USE OF YOUR IMAGE:

You consent to and authorise us to film, record or photograph you (Recordings), and to reproduce Recordings in any audio, video, or photographic display or other transmissions, exhibition, publication or reproduction in any print or online medium or context hosted by or affiliated with Zoo and for the permitted purposes described in these terms including, but not limited to, marketing and promotional activities, security, or any activity related to Zoo’s business without further authorisation by, or compensation or attribution to you. All Recordings are our sole property, and you release us from liability arising on account of such usage.

Visitors are advised that the Zoo is fitted with security cameras, and visitors may be filmed in any area of its property.

LIABILITY:

You enter the Zoo at your own risk. To the maximum extent permitted by law, Zoos Victoria will not be responsible for any loss, damage, harm or injury arising from your entry to the Zoo. Where we can limit our liability at law, including under the Australian Consumer Law:

• our liability is limited to an amount equal to the cost of an adult entry ticket to the Zoo; and
• we exclude all other rights and remedies, including in contract, tort (including negligence), statutory duty or other breaches of the law.

Whilst Zoos Victoria has implemented all legally required and recommended control measures concerning the COVID-19 pandemic, all entrants to our Zoo acknowledge and accept that there currently remains an unquantifiable risk of transmission of COVID-19. All persons are assumed to have assessed this risk of transmission, including through consideration of their own health condition, in deciding to attend the Zoo

Without limiting the above, we do not warrant or represent to any person that a Zoo or any part of it, including any animal exhibit or show, will be open during advertised times.

COVID SAFETY WHEN YOU ATTEND THE ZOO:

When you attend our Zoo, you must comply with any COVID-19 safety protocols or requirements notified to you Zoos Victoria (including by way of signage at the Zoo or by way of line markings on the floor).

YOU MAY BE REFUSED ENTRY OR REQUIRED TO LEAVE THE ZOO IF YOU:

• refuse to comply with any COVID-19 safety protocols or requirements notified to you by Zoos Victoria;
• refuse to comply with any reasonable health and safety directions given by Zoos Victoria representatives;
• refuse to provide contact tracing information to Zoos Victoria on request;
• are exhibiting symptoms of COVID-19, as notified to or as assessed by Zoos Victoria representatives. These include: fever, chills or sweats, cough, sore throat, shortness of breath, runny nose or loss of sense of smell;
• have been tested for COVID-19 and are awaiting test results; or
• are required under public health directions to be in isolation or quarantine or if experiencing any of the symptoms of COVID-19.

In these circumstances, tickets will not be exchanged or refunded unless required by law (including the Australian Consumer Law).

ADMINISTRATION:

• Management is authorised to amend the conditions of entry to mitigate any risks or issues that require immediate attention for the safety and security of visitors or as recommended by another Statutory Authority or our insurer. Management will inform the Board of any amendments.
• All zoological properties must display the Conditions of Entry at the front entrances. A shorter version of the Condition of Entry for display at the gates is permitted but must refer to the full version on the Zoos Victoria website.

RELEVANT LEGISLATION:

Zoological Parks and Gardens Act 1995 (Vic)

Wild Encounter tips, terms and conditions

Important things you need to know

Gift card terms and conditions

These Terms and Conditions of Use apply to all Gift Cards issued by Zoos Victoria ABN 96-913- 959-053.

YOUR PURCHASE, REDEMPTION OR ATTEMPTED REDEMPTION OF A GIFT CARD CONSTITUTES YOUR ACCEPTANCE TO BE BOUND BY THESE TERMS AND CONDITIONS OF USE AND AGREEMENT TO THE PRIVACY STATEMENT.

Introduction

This document contains the full set of terms and conditions governing your use of the Gift Card. We recommend that you read this document carefully before using the Gift Card. If you have any complaints, questions or would like more information about your Gift Card, please call 1300 966 784 or contact us by email: contact@zoo.org.au.

Definition

"Activities" means zoos programs while on offer. Example of programs include “Wildlife Encounters, overnight camps, etc.

“Gift Card” means the gift card or similar stored value product (however titled) that you have purchased or received.

“Remaining Gift Card Value” means at any time, that portion of the initial value on your Gift Card which is unspent which and can be accessed by using the Gift Card in accordance with these Terms of Use.

"Zoos Victoria" means Zoological Parks and Gardens Board trading as Zoos Victoria ABN: 913- 959-053of Elliott Avenue, Parkville, Victoria 3052.

“Zoos Victoria’s properties” means Melbourne Zoo, Kyabram Fauna Park, Healesville Sanctuary and Werribee Open Range Zoo.

A reference to "we" or "us" is a reference to Zoos Victoria.

A reference to "you" or "your" is a reference to the person who is in possession of the Gift Card at the relevant time for the purposes of these Terms of Use and Conditions, or who authorises another person to do something with or to the Gift Card on their behalf.

Gift Card Uses & Exclusions

Except for the exclusions listed below, your Gift Card may be used to purchases most zoos’ activities.

Exclusions  

The Gift Card cannot be used to purchase the following:

• “Zoo Twilight” events
• Education Programs
• Other gift cards
• Online retail shop
• Food and drinks from our catering outlets
• Third party supplier’s products

Uses 

You can used the Gift Card to purchase the following:

• Any zoo ticketed events and activities
• Member events
• General admission to Zoos Victoria’s properties
• Zoo Victoria Membership
• Zoo retail outlets (excluding online shop)
• At this stage, gift cards purchased through Kyabram Fauna Park can only be used at Kyabram Fauna Park. Gift cards purchased online or onsite at Melbourne Zoo, Healesville Sanctuary and Werribee Open Range Zoo, cannot be used at Kyabram Fauna Park. 

Restrictions apply

There could be restrictions such as age, group size, apply to the activities offered. Please check the terms and conditions for the activity you intend to purchase on our website, before redeeming your Gift Card.

Purchases exceeding the Remaining Gift Card Value

Your Gift Card may only be used to make purchases up to the initial Gift Card value or the Remaining Gift Card Value. If you wish to make a purchase for an amount that exceeds the Gift Card value or the Remaining Gift Card Value, you must pay the excess using another payment method.

No cash advances

Gift Cards are not legal tender. You cannot redeem your Gift Card for cash or receive any portion of the Remaining Gift Card Value in cash.

Expiry, cancellation and reissue of Gift Card

• The Gift Card is valid for three years from date of issue or until a $0 balance is reached; whichever occurs first. We are unable to extend the validity date of the GIFT CARD.
• The Gift Card value must be redeemed or utilised before the expiry date. Any balance that remains on a Gift Card will not be available for use after the expiry date.
•  The Gift Card cannot be:
  • Reloaded with any additional dollar value;
  • Cancelled
  • Exchange for another Gift Card

Lost or stolen Gift Cards

Treat your Gift Card like cash. Lost or stolen Gift Cards will not be replaced or refunded. The bearer of the Gift Card will be taken to be the owner of the Gift Card.

Refunds or transfer

Except to the extent required by law, including the Australian Consumer Law, Gift Cards are not transferable and non-refundable.

Changes to Terms and Conditions of Use

Terms and conditions are subject to change without notice. We reserve the right to change any of the terms and conditions at any time where the change is required. 

Privacy

Our Privacy Statement explains how we handle the personal information that we may collect from you with respect to Gift Cards. A copy of the Privacy Statement is available here. It’s important that you read and understand both the Privacy Statement.

Monthly donations and animal adoptions terms and conditions 

• The first nominated donation amount will be deducted from your credit or debit card immediately, with further instalments on the same date or previous business day of each of the following months via a nominated MasterCard, VISA, AMEX or Paypal account.
• You authorise Zoos Victoria to debit from your nominated credit card, debit card or Paypal account in amounts advised.
• If a payment is missed or refused, three additional attempts will be made to complete the transaction and you will be sent a reminder email to your nominated address requesting an update of your credit card detail.
• Missed payments will accrue during the period that valid card details are unavailable and will be billed as a lump sum upon reinstatement of valid details.
• You can cancel these donations at any time, by using the account management portal on the Zoos Victoria donations website or by calling 1300 966 784.
• A receipt for your donation will be issued on or after 1 July annually. The receipt will reflect the total amount donated over the previous 12 month financial year.
• All donations over $2.00 to Zoos Victoria are fully tax deductible.
• A donation to Zoos Victoria does not entitle the donor to free access to the zoos.
• It is your responsibility to:
  
  • Have sufficient clear funds available in the nominated account on the scheduled payment date.
  • Ensure the account details you have provided are correct, including letting us know should the expiry date change.
  • Ensure your contact details are correct at all times and to update them if they do change.
• If you believe a payment has been done incorrectly, please contact our customer engagement team on 1300 966 784.

Membership Terms and Conditions

1. MEMBER BENEFITS

a) Zoo Entry- Membership grants the listed member or members (except for Supporter Membership) unlimited entry during standard opening hours to Healesville Sanctuary, Kyabram Fauna Park, Melbourne Zoo and Werribee Open Range Zoo for 12 continuous months ending on the date of expiry of that membership. This is subject to our right to suspend or terminate any membership.

Although extremely rare, a zoo property may be closed at times to members and the general public due to extreme weather or exclusive events. Zoos Victoria will provide reasonable notice to members of such closures via member emails, Zoos Victoria social media accounts, the Zoos Victoria website and the Member VIP Zone.

Supporter Membership must pay an entry fee to access entry to any of the above-mentioned zoos.

b) Zoo News subscription will be provided throughout the year either via direct mail or electronically via email.

c) Retail discount of 15% off RRP at the retail stores will be given upon presentation of a valid Zoos Victoria membership card and information collected is linked to their membership. Discount does not apply to goods or services offered by a third-party vendor; for example, all catering outlets at Zoos Victoria are operated by third-party vendors.

d) Zoo Animal Experiences discount of 10% off full price for all animal experiences at zoo properties.

2. ANCILLARY BENEFITS

Ancillary benefits are arrangements offered from time to time. They can change over time, and Zoos Victoria will update the offer on our website or advise members of any changes by email or through Zoo News. We are not liable for any reduction in ancillary benefits.

a) Reciprocal Entry to partner zoos:

NSW: Taronga Zoo and Western Plains Zoo

SA: Adelaide Zoo and Monarto Safari Park

WA: Perth Zoo

• It is the responsibility of Zoos Victoria Members to contact the abovementioned interstate zoos to arrange reciprocal entry tickets. Refer to org.au/membership-partner-benefits for current information on how to redeem your  reciprocal entry to these zoos.
• For Zoos Victoria members who live in NSW, SA, QLD, NT, WA and ACT, reciprocal entry rights apply to Adult, Children under 4, Concession, Senior and Teacher members. Children between the ages of 4 and 15 may be charged an entry fee.
• This benefit is not available for Supporter Membership.
• Partners can vary and terminate the reciprocal arrangement between zoos at any time. You should be aware that Zoos Victoria does not guarantee the benefit or be responsible for partner zoos withdrawing from the program.
• Partner zoos may charge you a non-refundable entry fee if you do not present a valid Zoos Victoria Membership card upon entry, along with any other proof of identity and entitlement to concessions that the partner zoo requires. The same rule applies for interstate zoo members entering a Zoos Victoria property.
• Reciprocal rights between interstate zoos only apply to zoo entry, and no discounting on retail , food outlets or car parking at an interstate zoo will be applied. The same rule applies for interstate zoo members entering a Zoos Victoria property.
• Zoos SA Life Members are eligible for free entry to Zoos Victoria properties, however guest tickets do not apply and an entry ticket must be purchased.
• Taronga Zoo Friends Family Flex Membership are eligible to one free entry for the primary member named on the membership card only.

b) Zoos Victoria Events and Activities – Zoos Victoria may sometimes offer benefits, special program and activities, with member exclusive pre-sales. A Supporter Member must still pay zoo entry or other charges to attend such an event. A supporter Member must still pay zoo entry or other charges to attend such an event.

c) Zoos Victoria may notify you of any benefits offered by our partners and sponsors.

d) Scan and Enter: Scan your member card and skip ticket queue.

e) For all membership partner benefits terms and conditions, please visit https://www.zoo.org.au/terms-and-conditions/member-rewards/

3. GENERAL MEMBERSHIP TERMS AND CONDITIONS

a) Zoos Victoria memberships are not transferable and must only be used by the named person on the membership card. Zoos Victoria reserves the right to request proof of identification or proof of valid concession or senior documentation as outlined in 3(b) and 3(c).

b) To be eligible for concession memberships you must hold, and be able to present upon request, an Australian Pensioner Concession Card, full-time school or tertiary institution, Healthcare Card, Disability Concession or DVA Gold and White Card holders.

c) To be eligible for Senior Membership, you must hold and be able to present upon request, a valid Australian Seniors card or Seniors Business Discount card

d) Victorian Carer (We Care) card holders are eligible to receive the Senior discounted rate for membership. You must hold and be able to present upon request, a valid Victorian Carer (We Care) card.

e) Zoos Victoria may change or revoke any membership terms, benefits, or privileges at our discretion. We will endeavour to give you advance notice of any such changes via email, the Zoos Victoria website or in our Zoo News magazine.

f) Except to the extent required by law, including the Australian Consumer Law, membership is not exchangeable or refundable, pro-rata or otherwise. However, a Supporter Membership can be upgraded to a standard Zoo Membership during the applicable membership period, and the amount paid for the supporter membership will be credited towards the new membership package.

g) Membership entry benefits apply to standard zoo operating hours only and do not apply to special events such as after-hours events, special ticketed events or other similar events.

h) You must notify Zoos Victoria promptly of any change to your nominated contact details.

i) We may refuse any application for membership.

4. CANCELLATION OR SUSPENSION OF YOUR MEMBERSHIP BY ZOO VICTORIA

a) We can immediately cancel or suspend your membership if:

i. We consider that you or another person on your membership card has breached our membership terms and conditions or Zoos Victoria terms and conditions of entry;

ii. If you fail to pay the amount for your membership when due.

b) We can suspend any membership for a period determined in our absolute discretion.

c) If we cancel or suspend your membership, or if you cancel your membership:

i. All amounts that you owe Zoos Victoria will remain due and payable despite the suspension or cancellation

ii. Upon cancellation, all membership benefits including entry to zoos will be suspended

iii. Upon suspension, all membership benefits including entry to zoos, will be halted for the period of suspension. However, monthly instalment payments will continue to be deducted as outlined in Section 11 for Instalment Plan or Renewal Plan.

5. USE OF LAPSED MEMBER INFORMATION  

Zoos Victoria will continue to keep lapsed members informed about special promotions, events and other specials offers and discounts relevant to the zoo, its member program and business partners until a lapsed member unsubscribes from the Zoos Victoria database.

6. UPGRADING AN ENTRY TICKET TO A MEMBERSHIP

6a. Upgrading an entry ticket to a Membership 

a) Membership entry ticket upgrades are offered to visitors who have a Zoos Victoria admissions ticket for entry to Melbourne Zoo, Werribee Open Range Zoo, Healesville Sanctuary and Kyabram Fauna Park. Excludes special event tickets.

b) Only one adult, concession or senior entry ticket can be deducted per adult, concession, senior or teacher Zoos Victoria Membership.

c) Child entry tickets are eligible for upgrade to a Zoo Crew or Dragon Guardians membership only, and cannot be deducted from the cost of another adult, concession or senior membership fee.

d) A visitor has 14 days from their entry ticket visit date to upgrade to a Zoos Victoria Membership and must enter a Zoos Victoria entry ticket sales reference or transaction ID found on a Zoos Victoria entry ticket receipt. Upgrades are available at zoo admissions at Melbourne Zoo, Werribee Open Range Zoo, Healesville Sanctuary or Kyabram Fauna Park or, by calling 1300 966 784 or online at https://www.zoo.org.au/become-a-member/upgradetickets/.

6b. Upgrading an overnight experience ticket to a Membership 

a) Membership overnight experience ticket upgrades are offered to visitors who have a Zoos Victoria overnight ticket for Roar ‘n’ Snore and Swags Under the Stars at Melbourne Zoo and Slumber Safari (overnight camp) at Werribee Open Range Zoo.

b) Only 10% of one adult overnight experience ticket can be deducted per adult, concession, senior or teacher Zoos Victoria Membership.

c) 10% of one child overnight experience ticket can be deducted per Zoo Crew membership only, and cannot be deducted from the cost of another adult, concession or senior membership fee.

d) A visitor has 14 days from their overnight experience ticket visit date to upgrade to a Zoos Victoria Membership and must provide a Zoos Victoria overnight experience ticket sales reference or transaction ID found on a Zoos Victoria ticket receipt. Upgrades are available by calling 1300 966 784 only.

6c. Upgrading a teacher professional development (PD) ticket to a Teacher Membership

a) Membership teacher PD ticket upgrades are offered to visitors who have a Zoos Victoria PD ticket.

b) Only 10% of one adult teacher PD ticket can be deducted from the total cost of a Zoos Victoria Teacher Membership.

c) A visitor has 14 days from their PD ticket visit date to upgrade to a Zoos Victoria Teacher Membership and must provide a Zoos Victoria PD ticket sales reference or transaction ID found on a Zoos Victoria ticket receipt. Upgrades are available by calling 1300 966 784 or visiting a Zoos Victoria property.

7. CHILD MEMBERSHIP TERMS AND CONDITIONS

a) Children aged 15 years and under are eligible for a free child membership.

b) Children aged 15 years and under are eligible to upgrade to a paid Zoo Crew or paid Dragon Guardians membership.

c) Children with a Zoo Crew membership or free child membership cannot become members on their own and must be added to an adult, concession, senior or teacher membership.

d) Children with a Dragon Guardians membership can become members on their own or with a family group.

e) Zoos Victoria reserves the right to request proof of age. Children 15 years and under must be supervised by an accompanying adult at all times when visiting your zoos. An adult is deemed to be any person aged 16 years or older.

f) Child membership entry benefits do not apply to school, kindergarten and childcare visits where the child is participating.

8. TEACHER MEMBERSHIP TERMS AND CONDITIONS

a) Teacher Memberships are available to those that teach in a Victorian pre-school, school, TAFE, adult community and further education or university; or students enrolled in a teacher training program. Teacher Memberships are also available to registered home school educators and education support staff.

b) Members will be asked for a VIT card number or proof of eligibility of meeting the above categories upon signing up to be a Teacher Member. Proof of eligibility includes student card with course listed, employee identification or home school educator registration.

c) Members may be asked to present VIT card or proof of eligibility to gain entry.

d) Teacher membership may be used for entry with school excursions.

9. GIFT MEMBERSHIP PURCHASES

a) Gift memberships are non-refundable.

b) Gift memberships are valid for 3 years from the date of purchase.

c) Gift memberships must be registered by the recipient to activate the membership, and this must be done within 3 years of purchase date.

d) Once registered, the gift membership is active from 12 months from registration date.

e) Zoos Victoria gift membership can be activated by registering online at zoo.org.au/register, by calling the Customer Engagement Team or at Healesville Sanctuary, Melbourne Zoo and Werribee Open Range Zoo

f) Gift memberships are only valid for the person/s listed on the voucher and are non-transferable.

g) Renewal Plan and Instalment Plan payment options are not available for Gift Membership purchases.

10. SUPPORTER MEMBERSHIP

a) Supporter Membership can be upgraded to a standard Zoo Membership during the applicable membership period, and the amount paid for the Supporter Membership will be credited towards the new membership package.

b) A Supporter Membership is a non-access annual membership available to those aged 16 years and above. This type of membership does not entitle the member to enter zoos for free, including participating interstate zoos.

c) A Supporter Membership is active for 12 months from date of purchase. It can be upgraded to a standard Zoo Membership at any stage during that 12-month period, with the price of the supporter membership being credited towards the new membership package.

11. PAYMENT OPTIONS

Zoos Victoria memberships are valid for 12 months from the date of purchase with the following payment options available:

The terms and conditions applicable to each type of plan are set out below. By purchasing a membership, you agree to these terms and conditions.

12. INSTALMENT PLAN AND RENEWAL PLAN TERMS AND CONDITIONS

a) You must:

i. Have sufficient cleared funds available in your nominated account on the scheduled payment date/s.

ii. Ensure the account details you have provided are correct and up to date, including letting Zoos Victoria know if the expiry date for your nominated credit or debit card changes or changes to a PayPal account.

b) If any payment is not successful or is dishonoured by your financial institution:

i. We will request immediate payment from you.

ii. Membership benefits including zoo entry will be suspended until defaulted payments are paid.

iii. We reserve the right to recover from you all costs, charges and fees associated with the unsuccessful or dishonoured payment that is levied by our financial institution.

iv. Your new or renewed yearly membership will not be confirmed until a successful payment has been processed.

v. Without limiting our other rights, we may refer any outstanding amounts in relation to your membership to our collections agency for recovery. We can recover from you as a debt due to any costs and expenses that we incur in doing so, in addition to suspending or terminating your membership.

c) You can cancel your membership by notifying Zoos Victoria, however, if you have an Instalment Plan, and cancel before the end of the membership period, we won't refund any money you've already paid and all remaining instalments must be paid in full at the time of cancellation.

d) If you have a Renewal or Instalment Plan and wish to opt-out of the automatic rollover of your plan, you must follow the process set out below in Section 12(e), Zoos Victoria will not refund any money already paid.

e) You agree to an automatic rollover of your zoo membership from year to year unless you choose to opt-out by notifying Zoos Victoria via phone or emailing contact@zoo.org.auor members@zoo.org.au by no earlier than 28 days prior to the expiry of your current membership period and no later than 1.00pm (AEST) on the final day of your current membership period.

f) Membership fees may increase from year to year. We will provide you with at least 28 days' written notice of your membership rollover payment date, any change in the price of your next year’s membership, and any changes to plan privileges, terms and conditions, prior to the first payment in the new membership period being deducted.

Members who have turned 16 during their membership period will automatically renew into a paid concession membership. The primary member will be notified prior to receiving their 28 day renewal notice.

g) New paying members cannot be added on to an existing plan. They must enter into their own Instalment Plan or Renewal Plan with Zoos Victoria. New Zoo Crew members must be paid in full or can be added with a new adult membership.

h) You authorise Zoos Victoria to debit from your nominated credit card, debit card or PayPal account all amounts payable under these terms and conditions without further notice. This includes consent to multiple debit attempts if a payment fails to transfer.

13. SPECIFIC CONDITIONS FOR INSTALMENT PLAN 

a) The Instalment Plan payments will be deducted in 12 instalments, beginning on the day the membership is purchased or renewed (as applicable). Further instalments will be withdrawn on the same date of each of the following 11 months.  Payment must be via your nominated credit or debit card or PayPal account (PayPal is not available for new or renewing memberships purchased after November 1 2021).

b) If you default on your monthly payments in any membership period and your membership is cancelled, we reserve the right to not offer you an Instalment Plan as a payment option in the future. If we choose to offer you this plan, your new or renewed membership will not be confirmed until we receive all amounts that you owe to Zoos Victoria from the previous membership.

c) Volunteer and gift memberships are not available on this plan.

14. SPECIFIC CONDITIONS FOR RENEWAL PLAN 

a) The plan payment will be deducted in one payment on the date of joining and then annually on each anniversary of the day you join.

b) Payment must be via your nominated credit or debit card or PayPal account (PayPal is not available for memberships renewed or purchased after November 1 2021).

c) Volunteer and gift memberships are not available on this plan.

15.  ZOO CREW TERMS AND CONDITIONS (FORMALLY ZOOPER KIDS CLUB)​

a) One Zoo Crew pack is redeemable per Zoo Crew membership per year via a voucher sent to the Zoo Crew Member.

b) The Zoo Crew voucher MUST be presented in person upon arrival at Melbourne Zoo, Werribee Open Range Zoo, Healesville Sanctuary and Kyabram Fauna Park to redeem the Zoo Crew pack.

c) Zoo Crew packs cannot be posted, they must be collected in person.

d) Zoo Crew pack contents may change without notice, however the contents will be of equal or greater value than the recommended retail price (RRP) at the time of membership purchase.

e) Zoo Crew packs may only be redeemed within 12 months of the membership purchase date.

f) Lost vouchers cannot be replaced, therefore please keep voucher in a safe place.

g) Zoo Crew packs are not redeemable for cash.

h) Zoo Crew pack items cannot be swapped or exchanged.

i) Zoo Crew packs linked to a defaulted or cancelled instalment contract are not eligible to be collected until all money owed to Zoos Victoria has been paid in full.

j) Zoo Crew is only eligible for children 15 years and under.

k) Zoo Crew membership is an upgrade of a free child membership and must be added to an adult, concession, senior or teacher membership.

l) Zoo Crew members must be supervised by an accompanying adult when visiting our zoos.

16. SPECIFIC CONDITIONS FOR ACTIVE KYABRAM FAUNA PARK MEMBERS AS AT OCTOBER 1 2022

As at October 1 2022, all active Kyabram Fauna Park (KFP) members will be transitioned to a Zoos Victoria Membership.

a) Active KFP members as at October 1 2022 will be eligible for a discounted membership renewal rate, being the original paid membership price for a period of three (3) years, up to and including September 30 2025.

Prices as at October 1 2022:

• • • Adult - $70
    • Concession (Seniors) - $56

b) To be eligible for the discounted renewal rate, the KFP membership must be renewed on or before 14 days after their expiry date. If not renewed by this date, the discounted rate is no longer applicable, and renewal will be at the full Zoos Victoria membership rate.

c) Discounted renewals can only be made via the Zoos Victoria Customer Engagement Team by calling 1300 966 784 or in person at Kyabram Fauna Park. Online renewals are not eligible for the discounted renewal rate.

d) KFP members can renew online, however will be at the full Zoos Victoria Membership price.

e) KFP child members under 16 years of age will be eligible for free membership however must be with a paid adult, concession, senior or teacher member.

f) Currently valid KFP child members will not be eligible for a refund - either pro-rata or complete - on their current membership period.

To view previous terms and c.onditions click here.​

17. DRAGON GUARDIANS TERMS AND CONDITIONS

a) One Dragon Guardians pack is redeemable per Dragon Guardians membership per year via a digital voucher sent to the Dragon Guardians Member.

b) The Dragon Guardians digital voucher MUST be presented in person upon arrival at Melbourne Zoo to redeem the Dragon Guardians pack.

c) Dragon Guardians packs cannot be posted, they must be collected in person.

d) Dragon Guardians pack contents may change without notice, however the contents will be of equal or greater value than the recommended retail price (RRP) at the time of membership purchase.

e) Dragon Guardians packs may only be redeemed within 12 months of the membership purchase date.

f) Lost vouchers cannot be replaced, therefore please keep digital voucher in a safe place.

g) Dragon Guardians packs are not redeemable for cash.

h) Dragon Guardians pack items cannot be swapped or exchanged.

i) Dragon Guardians packs linked to a defaulted or cancelled instalment contract are not eligible to be collected until all money owed to Zoos Victoria has been paid in full.

j) Dragon Guardians is only eligible for children 15 years and under.

k) Dragon Guardians members must be supervised by an accompanying adult when visiting our zoos.

l) Adult entry is not included in Dragon Guardians membership.

LEAP online workshops

Online Shopping terms and conditions

These terms apply to the ordering, purchase and delivery of Goods from Zoos Victoria Online Store and form a contract between you and Zoological Parks and Gardens Board trading as Zoos Victoria ABN 96-913-959-053 of Elliott Avenue, Parkville, Melbourne Victoria 3052 (Zoos Victoria). By using the Site in any manner, you agree and accept the Terms.

These Terms contain important information about the ordering, processing, and delivery of Goods, including limitation of liability. Zoos Victoria reserves the right in its absolute discretion at any time and without notice to amend, remove, or vary the services or Terms and/or any page of this Site. Each time you use the Site, you should review and be aware of the current Terms.

1. Compliance with Terms You will be bound by these Terms each time you submit an Order.

2. Placing Orders for Goods

2.1. By placing an Order on the Site, you are making an offer to enter into an agreement to purchase the product(s) in that order. Orders will be deemed received by Us at the time We send an order confirmation to your nominated e-mail address. It is your responsibility to ensure that the correct email address and contact details are entered with your Order.
2.2. You will receive a tax Invoice from Zoos Victoria for products sold and fulfilled by Zoos Victoria.
2.3. We will not be liable to you for any loss you or any third party suffers as a result of, or in connection with, a delay or failure to process your Order or deliver Goods due to inaccurate or incomplete details provided in an Order.
2.4. You may place an Order on the Site if you are aged 16 years or over and have an active email account or a telephone number at which you can be contacted.
2.5. If you place consecutive or separate Orders, we cannot consolidate your Orders. A separate Delivery Fee, if applicable, will apply to each Order.
2.6. We reserve the right to accept or reject your Order for any reason at any time. If we reject your Order you will receive a refund of any money paid.
2.7. Your Order becomes a sale when your Order is dispatched, and we have issued you a Tax Invoice.

3. Availability of Goods

3.1. From time to time, some Goods may be out of stock or are unavailable and we may not be able to fulfil all or part of your Order. If this happens, we will refund you the price paid for the Goods impacted.
3.2. We may withdraw or suspend from sale any Good displayed on the Website, either temporarily or permanently, at any time and without notice. Zoos Victoria will not be liable to you for any loss you or any third party suffer as a result of a withdrawal or suspension of sale of a particular Good.
3.3. Where a Good which is the subject of an Order has been withdrawn or suspended from sale and your payment for the Good has already been processed, we will refund any money paid to us in accordance with clause 6.
3.4. Zoos Victoria reserves the right not to honour any incorrect offers represented on the Website made by genuine human or system error. Where your Order is affected by an error on the Website (for example, in a description, an image, Price or otherwise), We will reject that part of the Order affected by the error. You will be refunded the value of that part of your Order affected by the error, in accordance with clause 6, and Zoos Victoria will fulfil the remainder of your Order. If you are not satisfied with the partial fulfilment of your Order, you can return your Order to us under the Returns Policy.
3.5. If your Order is affected by a genuine error (including in a description, an image or a Price), we reserve the right to cancel your Order and refund any money paid to us.
3.6. You acknowledge and agree that: 7
(a) all pictures and images of Goods displayed are for illustrative purposes only; and
(b) any accessory featured with the Goods is for illustrative purposes only, and may be sold separately.

4. Price and payment

4.1. When you place an Order, we will charge you and you agree to pay the Price and any applicable Delivery Fee.
4.2. All Prices are in Australian Dollars and, if GST applies, inclusive of GST. Any fees and charges (including Delivery Fees) imposed by these Terms also include GST where applicable.
4.3. We reserve the right to change or alter Prices without notice to you. If you have already submitted an Order at a particular Price, we will supply your Goods at that Price (unless your Order is affected by a pricing error, in which case clause 3.4 will apply).
4.4. Payment methods are specified on the Website, currently we accept Visa, Mastercard, American Express and PayPal Payment methods may be subject to change.
4.5. Any payment for an Order must be cleared by Zoos Victoria before Goods are dispatched. If your payment cannot be processed, your Order will be rejected and you will be notified of this. If a credit card payment cannot be processed you should contact your card issuer to try to resolve the problem, or use an alternative payment method in order to continue with your Order.
4.6. In paying or attempting to pay for Goods, you agree that you have not engaged in any fraudulent conduct or contravened any Law.

5. Delivery

5.1. All orders are processes and shipped through a delivery agent e.g., Australia Post
5.2. Delivery Fees are applicable, and the charges are displayed on our website.
5.3. Delivery Fees are subject to change with notice.
5.4. The delivery agent may offer other delivery options and conditions. For example, Australia Post offers Parcel Locker Collection. Buyer must make their own arrangements.
5.5. A signature on delivery may be required. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.

6. Order cancellations and returns

6.1. Unless provided for under these Terms or as otherwise agreed by Zoos Victoria, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address in an Order. You should carefully check that your Order is accurate before you submit it. You will, however, be able to return Goods under the Returns Policy.
6.2. If we cannot contact you about your Order using the contact details you provided in the Order, after having made reasonable attempts to contact you, we will cancel your Order and refund any money paid.
6.3. Unless otherwise explicitly stated by Us, Delivery Fees will not be refunded if you return Goods for change of mind or if you made an incorrect selection, including if you ordered the incorrect size, colour etc.
6.4. No refund is allowed any items on sale unless it is faulty.
6.5. Any Goods you purchase can only be returned in accordance with these Terms and the Returns Policy. The Returns Policy forms a part of these Terms.
6.5.1. Return the item in its original condition and original packaging within 30 days of the original purchase date.
6.5.2. Supply a copy of your original receipt with the returned items.
6.5.3. Sender must return the items by registered post via a delivery agent.
6.6. Zoos Victoria will process any refunds within a reasonable time of agreeing to do so.
6.7. Refunds will be processed on the same card or method as the original payment was made.
6.8. Return must be mailed to Zoos Victoria, Retail Online Store, Elliott Avenue, Parkville Victoria 3052, Australia.
6.9. Returns are not accepted on at our physical stores. 6.10. Proof of purchase must be provided for returned goods.

7. Promotions and discounts

7.1. Zoos Victoria offers discount to Zoo Victoria Members.
7.2. A code must be used to redeem the member discount.
7.3. Information regarding Zoos Victoria membership is on our website.
7.4. Promotion or discount an be withdrawn at any time without notice.

8. Privacy

8.1. Personal Information, which you provide to us during the Order including contact details, will be kept, used and disclosed by Us in accordance with Zoos Victoria’s Privacy Policy for the purpose of processing and delivering your Order. See Zoos Victoria’s Privacy Policy on our website.
8.2. Unless otherwise indicated by you at the time you placed your Order, Zoos Victoria may send you marketing information
8.3. Zoos Victoria reserves the right to conduct and implement fraud detection processes, including without limitation to validating your credit card details. If your nominated payment method triggers our fraud prevention protocols, we may contact you to confirm additional details, or rescind the transaction. In this case, your Order must pass our fraud prevention protocols before it will be fulfilled. If you do not provide the requested information within the required time frame, your Order will be cancelled and payment returned, if applicable, to the method you originally paid. These information requests are sent to help protect credit card holders from online fraud.

9. Risk & Liability

9.1. Risk and title in the Goods pass to you on the date and time of delivery of the Goods to you by the Delivery Agent.
9.2. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure
9.3. You represent and warrant to Us that We will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation) in contract, tort, under statue or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.
9.4. Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.

10. Termination

10.1. We may, at our discretion, terminate the agreement for the supply of Goods to you:
(a) for convenience, at any time, on giving notice to yo u; or
(b) immediately if We reasonably believe that you have breached these Terms and: (i). that the breach is not capable of remedy; or (ii). if you have been provided with notice of the breach, and you have failed to remedy that breach within 14 days (where the breach is able to be remedied).

11. General

11.1. We reserve the right at all times to make changes to these Terms. Any variations to these Terms will take effect from posting on the Website. The Terms which apply at the time you place an Order are those that govern that Order.
11.2. The laws of Victoria, Australia govern this agreement. Your transaction is deemed to have taken place in Victoria.

Youth Leadership terms and conditions

All rights reserved. Zoos Victoria is sharing their experience and aspirational vision as a world-leading zoo-based conservation organisation. 

The information contained in the Youth Leadership course may not be free from inaccuracies, and may not be used for commercial purposes, nor published or redistributed without the prior written consent of Zoos Victoria.

Cancellation Policy

• Applicants agree to payment of the full course fees by the due date, and before the course starts, on notification of a successful position.
• There are no refunds or transfer of course dates provided.
• Participants are responsible for attendance at all sessions. No additional sessions are provided for non-attendance.
• Selection of successful applicants by Zoos Victoria is final.

Social Media Online Communities 

When engaging with our Social Media Online Communities, please refer here for our terms and conditions: https://www.zoo.org.au/terms-and-conditions/social-media-online-communities/