Sydney Zoo General Terms and Conditions

These General Terms and Conditions relate to entry to Sydney Zoo, which is operated by Sydney Zoo Pty Ltd (ABN 55 168 970 090). They apply to all Sydney Zoo patrons and other visitors and invitees.

Tickets

1. Tickets include tickets issued online at sydneyzoo.com, or vouchers issued directly from Sydney Zoo, or from self-serve kiosks or the general admissions desk at Sydney Zoo.
2. Tickets are issued in return for payment of the relevant fee set out in the schedule of ticket prices published by Sydney Zoo from time to time. Tickets may also be issued in some cases without payment, for example to replace a lost or stolen ticket, or as part of a promotion.
3. Membership tickets are tickets for Sydney Zoo Membership which permit entry to Sydney Zoo on more than one occasion over an applicable membership period. In addition to these General Terms and Conditions, the Sydney Zoo Membership Terms and Conditions contain supplementary terms and conditions governing membership tickets and can be viewed below.
4. When you purchase a ticket or tickets of any kind or a Gift Voucher, and provide us with your contact details, you consent to the use of your contact details for the purposes of sending you communications from Sydney Zoo and our third party partners to market and promote Sydney Zoo and our third party partner events, products and services, unless you have opted-out of receiving such communications. Our third party partners include advertising and marketing partners (such as where Sydney Zoo or they sponsor an event or organisation), and our event and tourism partners.  You can opt-out of such communications using the unsubscribe mechanism contained in the communication, by logging in to your account or membership with Sydney Zoo (where applicable) to update your communication preferences, or by contacting Sydney Zoo.
5. Sydney Zoo may set concessions or other discounts on some or all of its tickets from time to time for specified groups. Unless otherwise provided for in its then current schedule of ticket prices, concessions and discounts will be available to:
   (a) named holders of Pensioner Concession Cards, Health Care Cards, Commonwealth Seniors Health Cards, Veteran Cards (DVA) and Repatriation Health Cards issued by the Commonwealth Government;
   (b) named holders of Companion Cards and Seniors Cards issued by an Australian State or Territory;
   (c) students aged 15 years and over who are enrolled for full-time study at an Australian education institution; and
   (d) members of such associations as Sydney Zoo may approve in its sole discretion from time to time.
6. Proof of concession or discount eligibility must be provided at the time of, or following, purchase by emailing or posting a certified photocopy to Sydney Zoo or bringing in your concession or discount card for Sydney Zoo staff members to sight at upon your entry.
7. Single-entry tickets are valid for a single day and membership tickets are valid for the duration of the membership period. If a ticket is designated for entry before or after a specific time of day, it is only valid for entry before or after (as applicable) that time of day. Bookings may be rescheduled only in the case of extenuating circumstances by contacting our Visitor Experience Team prior to your day ticket entry date + time. Management discretion strictly applies, and rebooking is not guaranteed. Contact us via info@sydneyzoo.com or 02 7202 2560 ahead of your ticketed date. Outdated tickets expire and will not be successfully validated at Sydney Zoo admissions.
8. Tickets are valid for use during normal zoo opening hours on any day Sydney Zoo is open to the general public subject to any specific restrictions of the ticket type. Sydney Zoo does not guarantee that it will be open on any particular day or for any minimum period of days. Further, Sydney Zoo cannot admit patrons at a time when it has reached venue capacity (refer below for further details).
9. Tickets cover all general public zookeeper talks and shows. Except to the extent identified on the ticket, a ticket does not include food and beverage, retail, or premium products and experiences such as animal encounters or guided tours.
10. Access to Sydney Zoo is subject to capacity limits, including daily member limits, which may change from time to time without notice. If you are unable to access Sydney Zoo when you are otherwise entitled to do so because of capacity limits, you may redeem your ticket at another date, but only (apart from membership tickets or unlimited pass tickets) if the ticket has not been used previously. Sydney Zoo is not otherwise liable to you for any damages that you may suffer as a result of being unable to enter Sydney Zoo because of capacity limits.
11. A patron with a single-entry ticket who wishes to leave and re-enter Sydney Zoo on the same day may obtain a pass-out from the Sydney Zoo general admissions desk. Re-entry is subject to production of the pass-out and, in the case of adults, acceptable photo identification. If a ticket is designated for entry before a specific time of day, re-entry will only be available before that time of day.
12. If your ticket is stolen or misplaced, please contact Sydney Zoo immediately and, depending on the circumstances, Sydney Zoo may in its discretion re-issue a new ticket to you.
13. Once it has expired, a ticket will not be refunded or extended.
14. The Australian Consumer Law (ACL) contains guarantees which provide consumers with a basic, guaranteed level of protection for goods or services they acquire. If Sydney Zoo breaches any of these consumer guarantees, as the holder of a ticket, you may be entitled to a remedy under the ACL. If the breach of the consumer guarantees cannot be remedied or amounts to a major failure, you will be entitled to a refund or other remedies under the ACL. All other liabilities of Sydney Zoo in respect of tickets and entry are excluded.
15. Subject to rights to remedies including refunds under the ACL (if any), Sydney Zoo has no obligation to provide a refund, nor is it otherwise liable, for change of mind, incorrect purchase or visits that do not occur or are curtailed by inclement weather, emergencies, illness, transport delays or any other matters outside of its control.
16. Tickets are not transferable. Sydney Zoo will not honour any ticket that it reasonably believes to have been lost or stolen, transferred, used, or to be a forgery.
17. Sydney Zoo does not guarantee the availability of any exhibited animal, display or event, and reserves the right to change advertised programmes, seating arrangement and audience limits. Further, it reserves the right to close all or any part of its facilities without notice.
18. Sydney Zoo reserves the right to refuse entry or remove a patron if it considers (acting reasonably) that the person has not complied with, or is unlikely to comply with, these General Terms and Conditions or any other Conditions of entry, in which case Sydney Zoo has no obligation to pay ticket refunds or permit ticket redemptions and may cancel membership tickets.
19. If Sydney Zoo has notified you that you are prohibited from entering Sydney Zoo for a period (which may be permanently), including as a result of any previous or anticipated non-compliance with these General Terms and Conditions or any other Conditions of entry, you must not purchase (or procure any other person to purchase) a ticket for use by you during the period of prohibition. Sydney Zoo reserves the right to cancel any ticket you purchase or another person purchases for you in contravention of this prohibition, without giving a refund.
20. Notwithstanding anything to the contrary set out in these Terms and Conditions, Sydney Zoo is required to adhere to, and enforce any prevailing Public Health Orders. All requirements under the Public Health Orders take precedence over these Terms and Conditions. We have provided extensions to Sydney Zoo bookings to assist those people who have not been able to attend the zoo under current COVID-19 health orders. See our FAQs for further details.
21. The website in English and terms and conditions in English shall prevail whenever there is a discrepancy between English & Chinese;
22. Only applicable to Bank of China Mastercard credit cards issued in mainland China (translation in CN: 优惠仅适用于中国大陆发行的中国银行万事达卡信用卡).

Sydney Zoo Unlimited Pass Terms and Conditions

These Terms and Conditions relate to unlimited passholders, which are made available from Sydney Zoo Pty Ltd (ABN 55 168 970 090). They supplement the General Terms and Conditions, which all Sydney Zoo patrons are subject to and which can be viewed above.

1. A Sydney Zoo unlimited pass grants the nominated pass holder(s) unlimited public entry during normal zoo opening hours on any day Sydney Zoo is open to the general public during the valid term of the pass. To gain entry on a particular day, pass holders must have booked that day in advance using the Sydney Zoo booking system which can be accessed at https://tickets.sydneyzoo.com/profile/login
2. To purchase a Sydney Zoo unlimited pass, you will be required to pay the annual upfront fee.
3. Sydney Zoo does not guarantee that it will be open on any particular day or for any minimum period of days during the valid term of the pass even if a booking has been made. Further, Sydney Zoo cannot admit pass holders onto the site at a time when it has reached venue capacity (refer to the General Terms and Conditions for further details).
4. Sydney Zoo pass holder privileges are available only on presentation of a current electronically issued ticket and, in the case of adults, acceptable photo identification. Acceptable photo identification includes a current passport, driver’s licence, identification card issued by recognised Australian educational institution, International Student Identity Card issued by ISIC Association, proof of age card issued by an Australian State or Territory, and Keypass ID issued by Australia Post.
5. The Australian Consumer Law (ACL) contains guarantees which provide consumers with a basic, guaranteed level of protection for goods or services they acquire. If Sydney Zoo breaches any of these consumer guarantees, as the holder of an unlimited pass ticket, you may be entitled to a remedy under the ACL. If the breach of the consumer guarantees cannot be remedied or amounts to a major failure, you may be entitled to a refund or other remedies under the ACL. Subject to a pass holder’s rights to refunds and other remedies under the ACL, a Sydney Zoo Unlimited pass is non-refundable or redeemable except to the extent provided for under the General Terms and Conditions. All other liabilities of Sydney Zoo in respect of a Sydney Zoo unlimited pass are excluded.
6. A Sydney Zoo unlimited pass is non-transferable. All unlimited pass holders must include current details, including first and last name, date of birth and a photograph of the pass holder. The person who purchases the unlimited pass ticket must nominate a primary pass holder and any other pass holders associated with the ticket at the time of purchase. Only the persons named as being associated with an unlimited pass ticket may use it.
7. The primary pass holder associated with an unlimited pass ticket must be aged 16 years or over. The primary pass holder is responsible for ensuring the details of their Sydney Zoo Unlimited passes (including other persons associated with the unlimited pass) are correct and up to date at all times.
8. Additional pass holders may be associated with an unlimited pass ticket on payment of the full applicable fee (excluding children turning three years of age during the given period, in respect of whom a pro rata fee will apply), as per the schedule of ticket prices published by Sydney Zoo from time to time and will expire on the same date as the primary pass holder.
9. A Sydney Zoo Unlimited pass commences on the date of purchase by a person and is valid during the period up to and including the date of expiry.
10. New Sydney Zoo Unlimited passes are only offered as an annual pass payable in full at the time of original purchase.
11. Sydney Zoo Unlimited pass fees will be deducted in one instalment (comprising the purchase price for a Sydney Zoo Day pass and the additional payment to qualify for an unlimited pass) on the date of the initial purchase or on renewal via the nominated payment method.
12. The primary pass holder associated with an unlimited pass ticket may request cancellation of the Sydney Zoo pass at any time by notifying Sydney Zoo. Sydney Zoo will endeavour to process cancellation requests within three working days. Except to the extent required by the ACL, and notwithstanding any remaining period on the unlimited pass, cancellation of a Sydney Zoo unlimited pass within the 12-month period of that pass does not entitle the primary pass holder, or any additional pass holders, to a refund.
13. If you opt in for your payment details to be stored for rebilling and your Unlimited Pass membership to automatically renew (at the time of purchase), your member is subject to automatic rollover on its expiry date subject to the following conditions.
    1. Sydney Zoo must notify the primary member by email or text message of the automatic renewal not less than 30 days and not more than 45 days before the automatic renewal is due to take effect. The notice must include details of the cost of renewal and the current nominated payment method (subject to the redaction of information for security purposes). Sydney Zoo will use the relevant contact details provided at the time of original purchase or later notified by the primary member for this purpose. It is the primary member’s responsibility to ensure that their contact details are kept up-to-date and email and telephone settings are set to accept communications from Sydney Zoo.
    2. Automatic rollover will not occur if the primary member requests cancellation of the Sydney Zoo Membership at least three working days before the expiry date.
    3. On automatic rollover, the Sydney Zoo membership fee will be deducted on or about the first day of the new membership period. Subject to any fee increases, the membership fee will be the equivalent of the total amount paid for membership for the prior year.
    4. Sydney Zoo may increase the membership fee at any time but must notify the primary member by email or text message of the increase not less than 30 days and not more than 45 days before it takes effect. If the increase is more than 5% higher than the cost of the previous year’s membership, the primary member must consent to the increase before it can take effect.
    5. If a Sydney Zoo Membership is cancelled (other than by Sydney Zoo in accordance with these Terms and Conditions) within 30 days after an automatic rollover, provided that the Membership has not been used for entry or any other promotion or purpose, the primary member will be refunded the rollover amount deducted for the new membership period.
14.  Sydney Zoo patrons must comply with the conditions of entry to Sydney Zoo at all times. Failure to do so, or a deemed abuse of any pass holder privileges, may result in the suspension or termination of the Sydney Zoo pass holders and exclusion from Sydney Zoo. The suspension of a Sydney Zoo unlimited pass will not result in a deferral of its expiry date.
15. If any person associated with an unlimited pass ticket breaches the Sydney Zoo General Terms and Conditions or any person who is not associated with an unlimited pass ticket attempts to use it, Sydney Zoo may cancel the unlimited pass ticket in respect of all persons associated with it.
16. To ensure that Sydney Zoo can contact you about your Sydney Zoo unlimited pass, the primary pass holder must notify Sydney Zoo of any changes to the email or text message contact details provided at the time of purchase.
17. Please contact Sydney Zoo if you have any questions about these Terms and Conditions or wish to update your contact details.

Sydney Zoo Platinum Pass Terms and Conditions

Sydney Zoo Encounters Terms and Conditions

1. You acknowledge your booking is a deposit pending completion of the waiver. A copy of the waiver is contained in the terms and conditions. The waiver will be provided to you in email format on successful completion of your payment.
2. All adult members of the party will be required to sign this waiver on the day of the encounter. A parent or guardian will be required to sign a waiver for all children.
3. Refusal to sign the waiver will result in cancellation of your booking and all funds will be refunded directly to you. You acknowledge that in case of non arrival or late arrivals (past the encounter start time) you will not be rescheduled or refunded, your booking will be forfeited. 
4. It is a condition of entry to the zoo that you must sign a waiver before our staff will allow you to attend the encounter.
5. You acknowledge that there are certain physical requirements for attending encounters which are outlined on the website at www.sydneyzoo.com/experiences. Failure to meet these requirements as outlined may result in the cancellation and refund of your booking.
6. You enter the zoo at your own risk and acknowledge that Sydney Zoo will provide services with skill and reasonable care, it excludes, to the extent permitted by law, all warranties, representations, and conditions relating to the services provided.
7. Sydney Zoo shall not be liable for any loss, damage or injury including consequential, indirect, special or economic loss to their or your property, or for the death, which is caused by services not being provided by Sydney Zoo, its servants or agents with reasonable care and skill or any facilities in the zoo not being fit for their purpose. Participation in the services provided is a recreational activity for the purposes of section 5K of the Civil Liability Act (NSW) 2002.
8. Animals can cause injury and your viewing of any animals is on the condition that you exercise care and common sense including, without any limitation, not entering any enclosures without supervision from a Sydney Zoo staff member or into any animal or placing or throwing anything at any animal or into any enclosure.
9. In the course of your Close Encounter, if you request, Sydney Zoo employees will use your device to take photographs and/or videos of you, but will not be responsible for any loss or damage to your device. 
10. Participation in the services provided is a recreational service for the purposes of section 139A of the Australian Competition and Consumer Act (Cth) 2010.
11. You participate in the services provided and/or use of Sydney Zoo’s facilities at your own risk. Participation in the services provided is a hazardous activity and involves a significant risk of physical harm and may result in personal injury or death to yourself and others.
12. Animals can act in sudden and unpredictable ways, especially if frightened or hurt, or if exposed to loud or unfamiliar noises. In handling animals, there is a risk of suffering injury including injuries caused by the animals.
13. You acknowledge and agree that your participation in the services provided and any associated activities and/or your use of Sydney Zoo’s facilities is dangerous and may have obvious and/or inherent risks as a result of which personal injury (and sometimes death) may occur.
14. You accept and assume all risks of personal injury or death in anyway whatsoever arising from your participation in the services provided and any associated activities and/or your use of Sydney Zoo’s facilities.
15. You waive your individual right to sue Sydney Zoo for all claims you may have for such personal injury or death against Sydney Zoo in any way whatsoever arising from or in connection with your participation in the services provided and any associated activities and/or your use of the Zoo’s facilities.
16. If you suffer personal injury or death while participating in the services provided and/or from your use of the Zoo’s facilities, you, your estate or next of kin, will not hold Sydney Zoo, their employees or agents legally responsible for any personal injury or death you suffer.
17. You will act at all times in a safe and appropriate manner whilst at Sydney Zoo and abide by all directions given by Sydney Zoo staff and to obey any instructions on signs within the zoo.
18. You acknowledge that Sydney Zoo has permitted you to participate in the services provided the subject of this document in reliance on the matters acknowledged by you and the representations you have made in this document. You agree that this waiver is governed in all respects by and interpreted in accordance with the laws of New South Wales and the Commonwealth of Australia where appropriate. You agree that everything in this document is binding on you and your heirs, next of kin, executors and administrators.
19. The 50% off quokka encounters for July promotion is only valid for bookings made for during the month of July, 2025. The promotional discount grants 50% off on quokka encounters only, and is capped at $450. 

Sydney Zoo Event Terms and Conditions

These Terms and Conditions are binding. Tickets to the Event are sold or issued, and admission to the Event is granted, on the express condition that ticket holders are bound by these Event Terms and Conditions and any other rules and conditions subsequently notified. 

1. Sydney Zoo reserves the right to refuse admission to or to eject persons from the zoo at its sole discretion. 

2. All sales are non-refundable except in the event of a cancellation or rescheduling by Sydney Zoo, or as may be required by the Australian Consumer Law. 

3. Tickets are not transferrable to another event date, or any other Sydney Zoo ticket. Tickets cannot be rescheduled for a different date within the same event once purchased due to capacity limits.  

4. Tickets are valid only when purchased from Sydney Zoo. 

5. Tickets can only be purchased with one promo code used per transaction. Transactions including multiple promo codes may be flagged, cancelled and refunded in full. 

6. Lost or forgotten tickets will only be replaced where Sydney Zoo is satisfied that such tickets have been purchased by you in accordance with these terms and conditions, and where proof of purchase is available. 

7. Sydney Zoo reserves right to vary, substitute or withdraw advertised programs, artists, venue, and prices. 

8. Children must be supervised by an accompanying adult at all times 

9. Sydney Zoo is not liable to you for any claims, damages, compensation, losses or expenses as a result of a performance being cancelled, postponed or changed. 

10. To the extent permitted by the law, you release Sydney Zoo (including its directors, officers, employees, consultants, contractors, agents and volunteers) from any liability for any damage, loss, liability or injury you may suffer in relation to your attendance at a venue, how so ever caused, including due to any negligence or other act or omission of Sydney Zoo. 

11. You acknowledge that you are responsible for your own property during attendance at Sydney Zoo. 

12. 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.