Ticket Terms

GENERAL CONDITIONS OF ENTRY

a. Each General Admission ticket has been issued by Elanor Wildlife Park Management Pty Ltd, trading as Australian Wildlife Parks (ABN 92 163 915 008) ("Australian Wildlife Parks"), and is subject to these Conditions. The ticket permits entry to Australian Wildlife Parks ("the Wildlife Park") solely during its official opening hours on the date specified on the ticket. By accepting this ticket and entering the Wildlife Park, you agree to be bound by all terms and conditions as outlined herewith.

b. Australian Wildlife Parks makes no warranties in relation to the services to be provided. You enter the park at your own risk and acknowledge that whilst Australian Wildlife Parks will provide services with reasonable care and skill it expressly excludes, to the extent permitted by law, all warranties, representations and conditions relating to the services provided. Australian Wildlife Parks' liability under any statutory right or condition or warranty implied by the Trade Practices Act 1974 which cannot be excluded is limited at Australian Wildlife Parks' option to the resupply of the services or the payment of the cost of having the services supplied again.

c. The welfare of our animals is our top priority and their physical, mental, and emotional well-being is paramount. If there is any negative impact or potential threat to the welfare of our animal collection, Australian Wildlife Parks reserves the right to cancel services being provided to you at any time.

d. Animals can be dangerous and may cause injury. By viewing any animal, you agree to exercise caution and common sense. This includes, but is not limited to, not entering any cage or enclosure. Do not place any body parts into an enclosure or in close proximity to an animal and refrain from throwing objects at animals or into enclosures.

e. Subject to the above, Australian Wildlife Parks shall not be liable for any loss, damage or injury, including any consequential, indirect, special or economic loss to you or your property, or for your death, which is caused by any services not being rendered by Australian Wildlife Parks, its servants or agents with due care and skill or any facilities within the park not being fit for their purpose.

f. Each ticket is non-transferable and non-refundable and may be cancelled by Australian Wildlife Parks personnel if you engage in unsafe or inappropriate conduct or otherwise breach these Conditions and will not be replaced if is lost, destroyed or cancelled and remains the property of Australian Wildlife Parks at all times.

g. Consumption of alcohol, smoking or vaping is strictly prohibited within the Wildlife Park grounds.

h. I agree to always act in a safe and appropriate manner whilst in the Wildlife Park and abide by all directions given by Australian Wildlife Parks personnel and to obey the instructions on any signs displayed within the Wildlife Park.

i. Children under the age of 16 must be accompanied by an adult aged 18 or older when visiting our Wildlife Parks.

j. All prices are subject to change without prior notice

k. The publication, distribution, or reproduction of photographs and video for commercial or promotional purposes is prohibited unless prior authorisation in writing from Wildlife Park is obtained. Photos must ONLY be used for personal purposes.

ANIMAL ENCOUNTER / EXPERIENCES

  1. GENERAL

a. Participant(s) must check-in at the park a minimum of 30 minutes prior to encounter start time. Failure to do so will result in a non-refundable cancellation of the Encounter.

b. Encounter prices do not include admission to the Wildlife Park.

c. Participant(s) must follow instruction provided by the zookeepers. Failure to do so may result in a shortened session or termination of the Encounter. In this instance a refund will not be issued.

d.Animal behaviour is unpredictable, participant(s) are entering the animal’s environment, and their response and mannerisms are not under our control. Each animal Encounter is unique, and experiences will vary. In the event that the animal behaves unpredictably, the decision to reschedule the animal Encounter for another date or substitute it with an alternative animal Encounter will be at the discretion of the Wildlife Park. The animal Encounter is non-refundable.

e. The publication, distribution, or reproduction of photographs and video for commercial or promotional purposes is prohibited unless prior authorisation in writing from Wildlife Park is obtained. Photos must ONLY be used for personal purposes.

f. Prices are subject to change and seasonal variation.

2. CANCELLATION POLICY

a. Encounter ticket(s) are non-refundable and not available to be rescheduled if cancelled within 48 hours of the booking.

b. Encounter ticket(s) cancelled within 7 days of the booking will be rescheduled or refunded to a Gift Card.

c. Encounter ticket(s) cancelled up to 7 days prior to the booking will be eligible for a full refund.

d. Encounter ticket(s) may be cancelled by the Wildlife Park due to reasons concerning animal welfare at any time. Guests will be notified, and the Encounter will be re-scheduled to either another date or substituted with an available alternative Encounter.

e. This experience occurs outdoors and at times may be affected by inclement weather. Guests acknowledge that the experience will proceed in all-weather conditions, including heavy rain. Refunds will not be issued due to inclement weather. We recommend that all guests come prepared for the weather conditions.

3. SAFETY

a.    Children under the age of 16 years must be accompanied in the Animal Encounter by an Adult (18+ years). Minimum Encounter age requirements still apply.

b.    For the safety and wellbeing of our animals and team members, customers presenting with cold or flu symptoms will not be permitted to proceed with their Encounter.

c.     This is an interactive Animal Encounter. If you have sensitive skin, it is recommended that you wear suitable clothing eg. long pants / long sleeve shirt. Fully enclosed flat shoes are compulsory.

4.    PRIMATE ISLAND ENCOUNTER – MOGO WILDLIFE PARK

These Terms and Conditions are in addition to those specified in the ANIMAL ENCOUNTER / EXPERIENCES.

a.    Participants in the Primate Island Encounter must be physically able-bodied and in good health, as the experience requires agility, mobility, and a certain level of physical fitness to ensure both participant and animal safety. By booking this encounter, you acknowledge and confirm the following:

b.    Participant/s are in good physical condition, able to stand, walk, bend, or crouch for extended periods, and able to handle potentially uneven or natural terrain.

c.     Participant/s do not have any medical conditions, disabilities, or injuries that may prevent you from safely participating in the experience.

d.    If participant/s are pregnant, have mobility impairments, or any other condition that might affect participation, please inform us prior to booking so that we can assess whether reasonable adjustments can be accommodated.

e.    You understand that participation in this activity involves certain risks, including but not limited to the interaction with living animals in a natural environment, which can be unpredictable.

f.     Australian Wildlife Parks reserves the right to decline participation if it is determined that your condition may pose a risk to your own safety, the safety of others, or the welfare of the animals.

g.    Please note that this encounter is unsuitable for persons who do not meet the required physical standards.

5.   PERSONAL KOALA EXPERIENCE – FEATHERDALE SYDNEY WILDLIFE PARK

  1. GENERAL

a.    Personal Koala Experience prices do not include admission to Featherdale Sydney Wildlife Park.

b.    Participant(s) must follow instruction provided by the staff and zookeepers. Failure to do so may result in a shortened session or termination of the Experience. In this instance a refund will not be issued.

c.     Under NSW law, guests are not permitted to hold a koala. However, they may gently pat a koala under the direct supervision of a zookeeper. .

d.    To ensure animal welfare, a strict maximum group size of six (6) guests, including infants and babies.

e.    Animal behaviour is unpredictable, participant(s) are entering the animal’s environment, and their response and mannerisms are not under our control. Each Personal Koala Experience is unique, and experiences will vary.  

f.     Participants must wear appropriate attire during the Personal Koala Experience. Swimwear, excessively revealing outfits and costumes are not permitted. Management reserves the right to refuse entry to anyone not adhering to these guidelines. 

g.    The publication, distribution, or reproduction of photographs or video for commercial or promotional purposes is prohibited unless prior authorisation in writing from Australian Wildlife Parks is obtained. Photos must ONLY be used for personal purposes. 

h.    Selfies inside the photography booth are strictly prohibited.  

i.     Super and Ultimate Explorer Annual Pass Members are eligible for a complimentary koala pat and a digital download code only. 

j.     Guests are strictly prohibited from photographing or recording others without their explicit consent, in adherence to privacy regulations

k.  Prices are subject to change and seasonal variation. 


2. CANCELLATION POLICY

a. Personal Koala Experience ticket(s) are non-refundable or available to be rescheduled if cancelled within 48 hours of the booking. 

b. Personal Koala Experience ticket(s) cancelled within 7 days of the booking will be rescheduled or refunded to a Gift Card. 

c. Personal Koala Experience ticket(s) cancelled up to 7 days prior to the booking will be eligible for a full refund. 

d. Personal Koala Experience ticket(s) may be cancelled by the Wildlife Park due to reasons concerning animal welfare at any time. Guests will be notified, and the Encounter will be re-scheduled to either another date or substituted with an available alternative Encounter. 

e. The Personal Koala Experience occurs outdoors and at times may be affected by inclement weather. Guests acknowledge that the experience will proceed in all-weather conditions, including heavy rain. Refunds will not be issued due to inclement weather. We recommend that all guests come prepared for the weather conditions. 

3. SAFETY

a.    Children under the age of 16 years must be supervised in the Personal Koala Experience by an Adult (18+ years).

b.    For the safety and wellbeing of our animals and team members, customers presenting with cold or flu symptoms will not be permitted to proceed with their Personal Koala Experience.

CATERED GROUP BOOKINGS AND BIRTHDAY PARTIES

1.    PAYMENT TERMS

a.    A 50% deposit is required to secure the date for all Catered Group Bookings and Birthday Parties.

b.    Full payment of all confirmed costs is required no later than seven (7) days prior to the event. In the event that payment is not received, Australian Wildlife Parks reserves the right to terminate this agreement and forfeit the full deposit amount.

c.     You can make payment for your booking by credit card prior to your arrival by following the payment link provided with your booking confirmation.

d.    Additional payments on the day, MUST be made in one transaction.

2. CANCELLATION POLICY

a. GROUP ADMISSION TICKETS

i.     You will receive a full refund of the invoiced general admission group booking cost if notice of cancellation is received in writing up to 48 hours prior to the scheduled arrival date.

ii.    No refund will be issued if cancellation occurs within 48 hours.

iii.    Refunds and forfeits of refunds will include the cost of any group representatives covered by our FOC (applicable for Education Bookings Only) policy

b. PRE-BOOKED FOOD AND BEVERAGE PACKAGES

i.     You will receive a full refund of the invoiced Food and Beverage Package cost if notice of cancellation is received in writing up to 7 business days prior to the scheduled arrival date.

ii.   Refunds and forfeits of refunds will include the cost of any group representatives covered by our

   FOC (applicable for Education Bookings Only) policy

c. GENERAL

i.    Event ticket(s) may be cancelled by the Australian Wildlife Parks due to reasons concerning animal welfare or sudden changes in weather conditions at any time. Guests will be notified, and the Event will be re-scheduled to either another date or credited to a gift card.

ii.    The event is an outdoor event that may, at times, be affected by inclement weather. Guests acknowledge that the event will proceed in all-weather including heavy rain. Refunds will not be issued due to inclement weather. We recommend that all guests come prepared for the weather conditions.

3. DECORATIONS, DISPLAYS & SIGNAGE

a.    For reasons concerning Animal Safety the following items are prohibited: balloons, party poppers, confetti, whistles, blowers and piñatas.

b.    Corporate branding is prohibited without prior consent in writing from Australian Wildlife Parks.

4. GENERAL

a. Birthday Parties

i.    Minimum group size is 10 children plus 2 adults.

ii.   Maximum group size is 25 children.

iii.  Kids party ‘add-ons’ must be selected for ALL attending children.

b.  Group Events

i.    Minimum group size of 10 paying guests.

5. CATERING

a.    We require advance notice for any specific dietary requirements at the time of booking. Our Guest Experience Team will confirm if we can cater for your specific needs as part of the booking confirmation.  

b.    All food is prepared in an environment that contains allergens. Whilst the greatest of care is taken to prevent any cross contamination of allergens, Australian Wildlife Park’s Staff cannot guarantee that that there will be no traces of any allergens.

c.     All menu items are subject to seasonal availability.  In the event of a menu item becoming unavailable on-the-day a similar item will be substituted.

d.    Customers may bring their own birthday cake, however, we are unable to provide refrigeration.

EXPLORER ANNUAL PASS TERMS & CONDITIONS

1.    GENERAL TERMS AND CONDITIONS

a.    Explorer annual passes are non-refundable and memberships non-transferable.

b.    Explorer annual passes are not redeemable for cash, credit or any other form of reimbursement.

c.     Super and Ultimate Explorer membership cards purchased online must be collected in person from the Australian Wildlife Parks location where the corresponding online purchase was made.

d.    Explorer annual pass memberships are valid for 365 days from the date of purchase.

e.    Lost or stolen Explorer annual pass cards will incur a $10 replacement fee (per card).

f.     Explorer annual pass discounts cannot be used in conjunction with any other offer, discounts or promotions and excludes the following products:

i.    Gift Cards

ii.    General Admission Tickets exceeding the daily allocation of your Explorer pass inclusions.

iii.    Purchasing additional Explorer annual passes.

iv.    Group, Birthday and Event bookings.

g.    Explorer annual pass Primary Member must be an adult aged 18 years or older.

h.    Children under the age of 16 must be accompanied by an adult aged 18 years or older.

i.     Infants aged 2 and under are not required to be added to an Explorer Annual Pass

j.    Maximum of 1x Primary Member and 5x additional members per Explorer Annual Pass.

k.    Photo ID may be requested at entry at each use.

2. EXPLORER PASS WELCOME LETTERS

a.    Welcome letters are issued to the Primary Annual Pass Member on the first visit to the Wildlife Park.

b.    Lost, stolen or damaged Welcome letters will not be replaced and ‘Sign-up Bonus’ will be forfeited.

3. SIGN-UP BONUS: FREE ANIMAL ENCOUNTER FOR 2 GUESTS (ULTIMATE EXPLORER ANNUAL PASS MEMBERS)

a.    One (1) FREE Animal Encounter for Two (2) voucher is issued per primary membership and available for redemption at any Australian Wildlife Parks location.

     i.    Excludes: Quokka Animal Encounter at Featherdale Sydney Wildlife Park.

a.    Available for redemption by the Ultimate Explorer primary member plus one additional guest.

b.    Not redeemable for cash, credit or any other form of reimbursement.

c.     Free Animal Encounters and/or Experiences (Giraffe Feeding / Koala Photo) offered as part of the ‘Sign-up Bonus cannot be pre-booked and must be redeemed on the day of your visit, subject to the availability. Valid Monday to Sunday, excluding peak trading periods, as defined by: NSW Public Holidays, School Holidays and the weekends before and after School Holidays.

4. SIGN-UP BONUS: FREE PERSONAL KOALA EXPERIENCE (ULTIMATE / SUPER EXPLORER ANNUAL PASS MEMBERS)

a.    One (1) FREE Personal Koala Experience voucher is issued per Primary Membership and available for redemption at Featherdale Sydney Wildlife Park ONLY.

b.    Available for redemption by the Ultimate / Super Explorer primary or additional members.

c.     Free Animal Encounters and/or Experiences (Giraffe Feeding / Koala Photo) offered as part of the ‘Sign-up Bonus cannot be pre-booked and must be redeemed on the day of your visit, subject to the availability. Valid Monday to Sunday, excluding peak trading periods, as defined by: NSW Public Holidays, School Holidays and the weekends before and after School Holidays.

5. SIGN-UP BONUS: FREE GIRAFFE FEEDING EXPERIENCE (ULTIMATE / SUPER ANNUAL PASS MEMBERS)

a.    Two (2) Complimentary Giraffe Feeding Experience vouchers are issued per primary membership and available for redemption at:

        i.    One (1) voucher at Mogo Wildlife Park.

        ii.    One (1) voucher at Hunter Valley Wildlife Park

b.    Available for redemption by the Ultimate / Super Explorer primary or additional members.

c.     Not redeemable for cash, credit or any other form of reimbursement.

d.    Free Animal Encounters and/or Experiences (Giraffe Feeding / Koala Photo) offered as part of the ‘Sign-up Bonus cannot be pre-booked and must be redeemed on the day of your visit, subject to the availability. Valid Monday to Sunday, excluding peak trading periods, as defined by: NSW Public Holidays, School Holidays and the weekends before and after School Holidays.

6. ANNUAL PASS GUEST ENTRY DISCOUNT

a.    Explorer annual pass members may use their discounts to purchase general admission tickets for additional guests:

        i.    Ultimate Explorer annual pass holders: maximum of 6 additional guests at 20% off.

        ii.    Super Explorer annual pass members: maximum of 4 additional guests at 15% off.

        iii.    Classic Explorer annual pass members: maximum of 2 additional guests at 10% off.

b.    Additional guests must be paid for in one transaction by the Explorer annual pass member.

7. UPGRADE EXPLORER PASS / ADDITIONAL MEMBERS

a.    Classic Explorer Annual Passes may be upgrade to an Ultimate Explorer Annual Pass by paying the difference in cost.

b.    Super Explorers are unable to upgrade to an Ultimate Explorer Annual Pass.

c.     Explorer Annual Passes purchased during a special offer, promotion, sale and prohibited from upgrades.

d.    Additional annual pass members may be added at any time throughout the duration of the membership bound by the same expiry date and terms and conditions of existing members.

e.    Maximum of 1x Primary Member and 5x additional members. Total of 6 members.

GIFT CARD TERMS & CONDITIONS

These Terms and Conditions apply to all Gift Cards issued by Australian Wildlife Parks. By purchasing, redeeming, or attempting to redeem a Gift Card, you agree to be bound by these Terms and Conditions (Gift Cards Terms and Conditions).

1.   VALIDITY

a.    Gift Cards are valid for 3 years from the purchase date.

b.    The expiry date will be displayed on each gift card (Expiry Date).

c.     Any unused balance remaining on a gift card after the Expiry Date will be the property of Australian Wildlife Parks and will not be refunded or credited to you.

2. GIFT CARD REDEMPTION

a.    Gift Cards are redeemable only online or in-park at the Wildlife Park where the gift card was originally purchased.

3. ENCOUNTER FOR 2 GIFT CARD REDEMPTION

a.    IMPORTANT: This Gift Card is redeemable ONLINE ONLY.

       i.    Use the Encounter for 2 online checkout provided in your booking confirmation email or on the physical Gift Card.

b.    The "Animal Encounter for 2" Gift Card does not include Quokka Encounters at Featherdale Sydney Wildlife Park.

4. GIFT CARD USAGE

a.    Gift card can only be used up to the maximum value loaded onto the gift card at the time of purchase and cannot be reloaded.

b.    Any purchase that exceeds the available balance on a gift card will require you to pay the difference by another payment method accepted by Australian Wildlife Parks.

c.     Multiple purchases can be made with Gift Card in separate transactions on goods and services offered by Australian Wildlife Parks.

5. GENERAL

a.    Australian Wildlife Parks General Terms and Conditions apply to day tickets purchased with a Gift Card.

b.    Australian Wildlife Parks Explorer Pass Terms and Conditions apply to memberships purchased with a Gift Card.

c.     Australian Wildlife Parks Animal Encounter Terms and Conditions apply to Animal Encounters purchased with a Gift Card.

6.  RESTRICTIONS

a.    Gift Cards are not legal tender.

b.    You cannot obtain any cash advance with your gift cards or redeem your gift vouchers for cash.

c.     Gift Cards cannot be resold.

EDUCATION / SELF-GUIDED BOOKINGS TERMS & CONDITIONS

These Terms and Conditions are in addition to the General Terms and Conditions of Entry for Australian Wildlife Parks.

1.  GENERAL TERMS AND CONDITIONS

a.    Minimum of 10 Students required to book an excursion.

b.    Excursions require a minimum supervision ratio of Teachers 1:10 students.

c.    Students MUST be supervised at all times.

d.    Students MUST be read the PARK RULES prior to entry:

2.  PARK RULES

a.    Whistles are strictly prohibited to ensure the welfare of our animals.

b.    Running or chasing animals is not allowed.

c.    Do not throw any items at the animals.

d.    Only feed animals in the designated kangaroo/wallaby walk-through exhibits.

e.    Feed animals only with food purchased at Australian Wildlife Parks locations.

f.     Ensure that both gates are securely closed in all walk-through exhibits.

g.    Climbing or standing on fences, standoff barriers, or surrounding exhibits is not permitted.

h.    Treat all animals and staff members with respect.

i.      Students must be supervised at all times.

j.      A maximum of 25 students is allowed in walk-through exhibits at one time.

k.     Please remind students to keep their voices at a moderate level, as loud noises can disturb the animals.

l.      Failure to adhere to the PARK RULES will result the individual or entire group being evicted from the Wildlife Park.

3.   KEEPER TALKS

a.    Keeper Talks are subject to change

4.   PAYMENT TERMS

a.    A non-refundable 50% deposit is required to secure your excursion and required no later than seven (7) days prior to the excursion. In the event that payment is not received, Australian Wildlife Parks reserves the right to terminate this agreement.

b.    Final numbers will be recorded on the date of the excursion and an invoice will be issued for the remaining balance within 48hrs. Payment is required within 30 days from the issue date. Failure to adhere to the payment terms will result in cancellation of your credit agreement. 

c.     Alternatively, final balance can be paid on the day by credit-card at the Wildlife Park.

5.   TO MAKE A PAYMENT

Payment instructions will be issued with your booking confirmation via email. Payment can be made by: 

a.    CREDIT CARD PAYMENT LINK

       i.    You can make payment for your booking by credit card prior to your arrival by following the payment link provided with your booking confirmation. Alternatively, you can pay in person when your group arrives at the Admissions window. No surcharges apply for credit card payments.

a.    EFT PAYMENTS:

       i.    You can make payment by electronic funds transfer

       ii.   Remittance must be emailed to: education@austwp.com.au AND:

1.    Featherdale Sydney Wildlife Park: accounts@featherdale.com.au

2.    Mogo Wildlife Park: acc@mogozoo.com.au

3.    Hunter Valley Wildlife Park: acc@huntervalleyzoo.com.au

6.   CANCELLATION POLICY

a.    All payments are non-refundable if cancellation occurs within 7 days of the excursion date.

b.    Booking may be cancelled by the Australian Wildlife Parks due to reasons concerning animal welfare or sudden changes in weather conditions at any time. Excursion organisers will be notified, and the excursion will be re-scheduled to either another date or credited to a gift card.

c.     The event is an outdoor event that may, at times, be affected by inclement weather. Guests acknowledge that the event will proceed in all-weather including heavy rain. Refunds will not be issued due to inclement weather. We recommend that all guests come prepared for the weather conditions.

7.   FREE-OF-CHARGE (FOC) POLICY

1.    Australian Wildlife Parks is pleased to provide a free-of-charge (FOC) policy for a