Terms and Conditions - National Zoo & Aquarium

Interactive Tours and Encounters

By making a booking for a Tour or Encounter, you warrant that you have read these terms and conditions and agree to be bound by them.

Prior to a booking being made, the National Zoo & Aquarium must be notified of any additional needs that may prevent the participant from understanding directions, could result in unpredictable behaviour, or that interferes with the participant’s mobility. This enables us to arrange appropriate supports or modifications to ensure participant and animal safety.
All participants must have the ability to fully comprehend and follow any directions/orders given by the Zookeeper/s, during the experience at any time.
It is advised that anyone pregnant seek medical advice before interacting with cats.
Participants must meet the minimum age and height requirements where applicable. See specific experience page for minimum requirements.

For all Meet a Cheetah T&C’s – click here

Please note – Children 15 years or under are required to be accompanied by a paying adult on the Encounter/Tour.

A copy of the National Zoo & Aquarium Indemnity and Release form has been provided with the booking confirmation and must be completed by customers taking part in any or all Tours/interactive experiences. A physical copy will be available at check-in if required. Participants between 16 and 18 years who are not accompanied by a guardian must have the Indemnity and Release form signed by a parent or legal guardian and it must be presented on check-in. Indemnity Form Link
Participants are required to check-in a minimum of 30 minutes prior to the experience time. Check-in time for W.O.W customers is 7.45 am. If you miss your booked time as a result of being late or through simply not showing up, you will not be permitted to reschedule and will forfeit any monies paid.
The National Zoo & Aquarium has the right to remove, from the tour and zoo grounds if necessary, any person(s) believed to be a danger or potential risk to themselves or anyone else.
Zoo entry is not included for individual single animal encounters (with the exception of all cheetah experiences where zoo entry is included) Entry is required to be paid on arrival/check in.
The behaviour of any of the animals or the outcome/level of interaction is not guaranteed under any circumstances (eg. we cannot guarantee whether the cheetahs will be playful, lazy, cuddly or active).
In the event of rain, all Tours and Encounters will still go ahead.

The use of whistles of any type, anywhere on the zoo grounds is strictly prohibited. These are used by zoo staff in an extreme emergency.

Bookings and voucher purchases are non-refundable.
Bookings may be transferred to another person, provided they meet the conditions of the encounter or tour.
To make any changes to your booking please call the National Zoo and Aquarium on (02) 6287 8400.
Cancellations made up to 7 days prior to your booking can be made at no cost. You may choose a new date or receive a voucher valid for 3 years.
Cancellations made between 48 hours and 7 days prior to your booking incur a 25% fee. You may choose a new date or receive a voucher valid for 3 years.
Cancellations made less than 48 hours before your booking, or failure to attend, are non-refundable, with no option to reschedule or receive a voucher.
Any applicable fees must be paid at the time of the change and may be charged to the card used for the original booking.
If the zoo cancels a booking (e.g. due to animal welfare, extreme weather), a voucher or refund for the full amount will be issued.
Extreme weather warnings may require the rescheduling or cancellation of a booking. To minimise unnecessary cancellations, the National Zoo & Aquarium will leave decisions as late as possible and will advise you by phone if a tour or encounter is to be postponed. In the event of inclement weather, please keep your phone handy right up to the booking time.

Please note:

Zoo entry for participants in Awesome Roarsome, African Savannah, Meet-a-Cheetah and W.O.W is included and applies to the day of the tour/encounter. General Admission is NOT included in an Animal Encounter – eg Giraffe, Sun Bear, White Lion, Tree Kangaroo, Owl, Meerkat, Tiger etc