Terms and Conditions Zoo Zurich AG

1. Scope

These General Terms and Conditions govern the relationship between the customer (hereinafter referred to as “Customer”) and Zoo Zurich AG (hereinafter referred to as “Zoo Zurich”). A “Customer” is defined as any natural or legal person who maintains a business relationship with Zoo Zurich. These General Terms and Conditions are subject to change from time to time.

The offer to enter into a contract is made by the customer when he or she submits a request to Zoo Zurich to purchase an admission ticket to visit the zoo, a related service, or merchandise. The contract between the customer and Zoo Zurich is concluded when Zoo Zurich accepts this request.

For contracts concluded through the Zoo Zurich Online Shop, the “Zoo Zurich Online Shop Terms and Conditions” also apply; these contain specific provisions regarding visits to the website and bookings made through the online shop. With regard to contracts concluded through the Online Shop, the “Zoo Zurich Online Shop Terms and Conditions” take precedence over these Terms and Conditions, unless the “Zoo Zurich Online Shop Terms and Conditions” refer to these Terms and Conditions (e.g., regarding general provisions for tickets).

In addition to these Terms and Conditions, visitors to the Zoo Zurich must comply with the visitor regulations.

With regard to the booking and conduct of events, seminars, and courses by Zoo Zurich or Zoo Restaurants GmbH, the specific “Terms and Conditions for Events, Courses, and Seminars” also apply. These take precedence over these Terms and Conditions, unless the “Terms and Conditions for Events, Courses, and Seminars” refer to these Terms and Conditions (e.g., regarding conduct on the zoo grounds).

Should any provision of these Terms and Conditions prove to be invalid or unenforceable, or become invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.

2. Tickets

2.1 General Provisions Applicable to All Ticket Categories

For written reservations, reservations made via the Internet, or other electronic means of communication—provided that these are accepted by the Zoo Zurich for the purchase of tickets—the customer will receive explicit confirmation of the reservation’s acceptance. This confirmation, together with any service descriptions and the fee to be paid, constitutes the contract. The contract is concluded only upon delivery of the confirmation by the Zoo Zurich. The written confirmation may also be provided electronically. If services are purchased or ordered verbally at the designated sales locations, the contract is concluded upon the Zoo Zurich’s unconditional acceptance of the order on site.

The “Zoo Zurich Online Shop Terms and Conditions” apply in addition to these terms and conditions for the conclusion of contracts for orders placed on the Zoo Zurich website or in the Zoo Zurich Online Shop.

Admission to the Zoo Zurich is permitted only with valid tickets. These tickets grant admission to and access to the Zoo Zurich during the posted opening hours—with the exception of special events marked as such.

Tickets must be scanned at the gate upon entering the Zoo Zurich and must then be kept with you while inside the Zoo Zurich and presented upon request. Day passes generally expire when the zoo closes on the day of your visit.

Holders of non-transferable tickets, such as the annual pass, have a digital photo taken and stored for identity verification when the annual pass is first issued. On each subsequent visit to the zoo, your identity may be verified at the entrance. The image data will not be used for any purpose other than identity verification during your visit to the zoo. For more information regarding the storage of image data by Zoo Zurich, please see our Privacy Policy.

Resale of tickets or any other commercial use is prohibited unless the tickets are explicitly marked as transferable. Tickets that are purchased without authorization or used improperly will be invalidated. The individuals in question may be barred from entering the Zoo Zurich in the future. The Zoo Zurich reserves the right to file a criminal complaint and to seek damages.

The issuance of specially discounted group tickets, e.g., for preschools and schools, requires that the customer submit the Zoo Zurich registration forms, fully completed. The contract is concluded as soon as the application has been properly and fully completed (and signed, if applicable), accepted by Zoo Zurich, and the booking has been confirmed.

In addition to the information provided on the website or on-site, the provisions set forth in these Terms and Conditions shall govern the scope of services.

Deviations and changes to individual services from the agreed terms of the contract, prices, or these General Terms and Conditions—provided that such deviations and changes become necessary after the contract has been concluded and were not brought about by Zoo Zurich in bad faith—are permitted, provided that the deviations and changes are not significant and do not impair the substance of the agreed-upon overall service.

If personal information—such as an address or the dissolution of or withdrawal from a household (family annual passes)—changes, the customer is required to report these changes either online or in writing to Zoo Zurich: Zoo Zurich AG, Zürichbergstrasse 221, 8044 Zurich

2.2 Special Provisions for the Annual Pass

In addition to the preceding provisions, the following rules apply to annual passes. In the event of a conflict, the following rules shall take precedence.

The contract for the annual pass is concluded as soon as the application has been duly and completely filled out (and signed, if applicable) and received by the Zoo Zurich. Minors (children and adolescents up to age 18) may enter into the contract only with the signature of a parent or legal guardian. The contract is concluded solely between the Zoo Zurich and the signatory/applicant.

Annual passes can be purchased at the ticket office or through the Zoo Zurich online store. If you purchase an annual pass online, the “Zoo Zurich Online Store Terms and Conditions” also apply.

The annual pass is activated immediately on the day the contract is signed and can be used right away, unless a different validity date has been agreed upon.

Customers have the option to register their annual pass in the zoo app. Once the annual pass has been registered in the app, customers are no longer required to physically carry the corresponding annual pass with them when visiting the zoo.

The annual pass entitles the person named on it, from the date the contract is concluded and for the duration of the agreed contract term, to enter and remain at the Zoo Zurich during regular opening hours—with the exception of special events. Before the agreed contract term expires, the annual pass holder will be notified that the pass needs to be renewed. With the customer’s consent, the contract term for the annual pass will be extended accordingly.

The purchase of an annual pass does not guarantee that the zoo will be open every day during the pass’s validity period. Should restrictions on admission arise, for example due to official orders, visitor numbers may be limited, resulting in temporary restrictions, meaning that admission and access to the zoo cannot be guaranteed at all times. In such cases, admission and access to the zoo can only be granted in accordance with available capacity.

If you lose your annual pass or forget to bring it with you, you can request a replacement pass. Zoo Zurich charges CHF 20.00 per pass to issue a replacement.

Individuals who unlawfully transfer their annual pass to third parties or attempt to tamper with admission procedures will lose their admission privileges for the duration of the pass. Zoo Zurich reserves the right to confiscate or cancel misused annual passes, to bar their holders from purchasing a new annual pass in the future, and to file a criminal complaint. The right to assert claims for damages is reserved. No refund of the purchase price will be granted.

3. Coupons and Gift Cards

Vouchers and gift cards can be redeemed as a form of payment both in the Zoo Zurich online shop and at all sales locations within Zoo Zurich itself (ticket office, restaurant, shop). This is subject to any specific exceptions agreed upon in connection with the purchase of the vouchers or gift cards.

With regard to the purchase of gift certificates and gift cards, the Zoo Zurich disclaims any liability for financial losses resulting from the misuse of such gift certificates and gift cards; unless such damages result from an intentional or grossly negligent breach of duty by the Zoo Zurich, its legal representatives, or its agents.

The “Zoo Zurich Online Shop Terms and Conditions” also apply to the purchase of vouchers and gift cards in the online shop.

4. Terms and Conditions

4.1 Prices

The prices for tickets, annual passes, vouchers, and gift cards, as well as for any related services or merchandise offered by the Zoo Zurich, are listed in the Zoo Zurich’s current price lists, which are posted on-site or available on the website. Unless otherwise noted, all prices include value-added tax. Prices are subject to change.

The sale of discounted individual and group tickets—for example, to preschools, schools, and social service organizations—requires appropriate proof of eligibility.

4.2 Complaints

The customer is required to check the ticket, voucher, gift card, service, or merchandise immediately upon receipt to ensure they are correct and free of defects. Complaints may be submitted in person, by phone, or in writing (via email or letter). If the customer fails to check the ticket, voucher, gift card, service, or merchandise immediately upon receipt and to file a corresponding complaint, the service provided by Zoo Zurich shall be deemed approved.

4.3 Terms of Payment

The cost of purchasing a ticket, voucher, gift card, or any related service or merchandise may be paid on site in cash, with a credit or debit card accepted by the Zoo Zurich, or with vouchers or gift cards accepted by the Zoo Zurich. Payment by invoice is only possible after consultation with the Zoo Zurich (payment term: net 30 days, no deductions). A processing fee of CHF 5.00 is charged on invoice amounts. Invoices must generally be paid in Swiss francs.

Payments made in the Zoo Zurich Online Shop are subject to the “Zoo Zurich Online Shop Terms and Conditions.”

5. Additional Provisions

5.1 General Safety Regulations

Safety is our top priority. During their stay, customers must work together with Zoom staff to ensure the highest possible level of safety. Emergency exits and escape routes must always be kept completely clear. In case of uncertainty, technical problems, extraordinary events, or damage, please contact the manager on duty immediately through a Zoom employee and inform them of the situation.

Visitors must follow the usage guidelines, operating instructions, and directions given by zoo staff. If they fail to do so, zoo staff may bar them from using the facility or ask them to leave the zoo grounds, without this giving rise to any claim for compensation. Zoo Zurich assumes no liability for any damage resulting from violations of or failure to comply with the guidelines, manuals, or instructions.

Any alterations to the exhibits, as well as climbing on them—except for those objects and attractions specifically designated for this purpose—are strictly prohibited. To protect the exhibits, please refrain from touching them.

All technical equipment and structures installed by the client, its guests, or third parties commissioned by the client must be agreed upon in advance with the Zoo Zurich and documented in writing. Furthermore, no heat-generating lighting may be directed at exhibition objects.

Fire safety regulations on the zoo grounds must be strictly observed. This applies in particular to lighting fires, which is prohibited.

Weapons (guns, knives, chains, brass knuckles, etc.) are not permitted on the zoo grounds.

Persons under the influence of alcohol or drugs may be denied admission to the zoo grounds or may be asked to leave. It is in your own best interest to follow the instructions of zoo staff.

When using playground equipment, play areas, the petting zoo, and similar facilities, age restrictions and usage guidelines must be strictly observed. Zoo Zurich assumes no liability for damage caused by violations of these rules or other improper use, unless the damage is caused by incorrect usage instructions or by the facility being in an unsound condition.

If a customer is denied admission to the Zoo Zurich due to a violation of the preceding or subsequent provisions, or if the customer is asked to leave the Zoo Zurich, the customer is not entitled to a refund of the purchase price or to any claim for damages. The same applies if the holder of an annual pass is barred from the premises due to a violation of these provisions.

5.2 Duty of Supervision

Children under the age of 12 may enter the Zoo Zurich only when accompanied by an adult. We ask parents and guardians to carefully fulfill their duty of supervision. If parents or guardians fail to fulfill their duty of supervision, they will be liable for any damage caused by the children.

For groups of visitors that include individuals requiring supervision, the person in charge of supervising the group is required to provide their name, the institution or school to which the group belongs, and the cell phone number of the mobile phone they are carrying to Zoo Zurich, unless this information has already been provided at the time of registration.

5.3 Emissions and Restrictions

The customer acknowledges that Zoo Zurich is undergoing ongoing renovations and that, as a result, certain disturbances and restrictions are unavoidable even during the customer’s visit. Any claims for damages or compensation in this regard are hereby expressly excluded.

Should visits to the Zoo Zurich be restricted due to force majeure (including epidemics, pandemics, and other health-related events) or measures imposed by the authorities (e.g., access limited to the zoo’s outdoor areas but not the animal enclosures), any claims for damages or compensation arising therefrom are hereby expressly excluded.

In the event of a complete closure of the Zoo Zurich due to force majeure (including epidemics, pandemics, and other health-related events) or official regulations and orders, there is also no entitlement to damages or compensation during the first 30 days of the closure.

5.4 Attractions and Facilities

The Zoo Zurich always strives to keep the availability of attractions and facilities as high as possible. Out of consideration for the animals and for other reasons—such as weather conditions, maintenance and construction work, or capacity constraints, etc.— the purchase of a ticket does not entitle the holder to specific services, such as the presentation of certain animals or animal species, or the ability to use all attractions at Zoo Zurich at any time. Show times are published on the website zoo.ch/veranstaltungen and on-site. Subject to change without notice. The unavailability of attractions and/or facilities does not entitle the holder to a claim for damages or compensation against Zoo Zurich.

5.5 Meals

The restaurants at the zoo are operated by Zoo Restaurants GmbH. Eating and drinking are permitted only in the restaurants and in the designated areas or picnic spots. Bringing in and consuming alcoholic beverages is prohibited. Alcoholic beverages purchased at the zoo may be consumed exclusively within the respective restaurants.

5.6 Advertising, Sales, and Giveaways

During opening hours, all advertising and the sale of services and goods are prohibited on the zoo grounds. The distribution of gifts and informational materials is also not permitted. Exceptions may be made subject to prior consultation and written authorization from Zoo Zurich.

5.7 Parking

Parking is permitted only in the designated and marked parking spaces. Vehicles belonging to suppliers, event organizers, and visitors must be parked in the public parking lots surrounding the Zoo Zurich. The Zoo Zurich assumes no liability or responsibility for damage to or fines imposed on parked vehicles. Vehicles parked without authorization will be towed at the owner’s expense.

5.8 Vehicles on the Zoo Grounds

The use of non-zoo vehicles of any kind on the grounds of the Zoo Zurich is permitted only in exceptional cases and after consultation with the Zoo Zurich. Only Zoo Zurich employees or individuals accredited by the zoo are permitted to drive into any of the buildings. Riding bicycles, balance bikes (LIKEaBIKE), kick scooters, inline skates, skateboards, and similar devices is prohibited. Playing with balls, Frisbees, balloons, and similar items is also prohibited.

In the interest of safety and to protect all visitors from undue disruption, the Zoo Zurich reserves the right to prohibit visitors from bringing in any other items that could disturb other visitors, the animals, and/or zoo staff.

5.9 Smoking

At the Zoo Zurich, smoking is permitted outdoors or in designated “smoking areas.” Out of consideration for the animals and other zoo visitors, smoking is prohibited in all buildings and animal enclosures, at the entrances to the Zoo Zurich, the animal enclosures, and the zoo restaurants, as well as in walk-through animal exhibits in the outdoor area (e.g., the Australia Outdoor Exhibit, Monkey Island, the ibis aviary, the African grey parrot aviary, and the goat enclosure at Zoolino), smoking is prohibited. This also applies to e-cigarettes or vaporizers, which are used to inhale tobacco rather than smoke it.

5.10 Animals

Dogs and other animals are not permitted at the Zoo Zurich. There are no dog crates available. Exceptions are made for certified guide dogs for the blind and certified service dogs for people with mobility impairments.

5.11 Handling Animals, Feeding

Climbing over the barriers and reaching into the animal enclosures endanger both animals and people and are strictly prohibited. Animals need rest breaks, too. Loud shouting and knocking on the glass are prohibited.

Proper care and the health of the animals can only be ensured if the animals are fed exclusively by zoo staff using the appropriate food. Visitors must therefore refrain from feeding the animals, except in enclosures where food is provided by the Zoo Zurich—and even then, only with the food provided by the Zoo Zurich at that location. Zoo Zurich reserves the right to expel visitors who violate the feeding ban from Zoo Zurich and to bar them from entering Zoo Zurich in the future.

5.12 Photography and Filming

Taking photos and/or videos for personal use, as well as posting them on personal social media profiles, is encouraged. Please note that flash photography is prohibited in some venues.

Any commercial use of private photos and videos taken at the Zoo Zurich—for example, on websites, in publicly accessible and/or commercial databases, etc.— is permitted only upon submission of proof of the image or video and only with the express, prior written consent of the Zoo Zurich. For more information, please visit kommunikation@zoo.ch. Commercial use is defined as any use intended to generate profit through the use of the zoo’s photos or video footage (this includes, for example, use on the Internet in connection with advertising banners and similar promotional activities).

Drone flights for filming or photography are not permitted anywhere on the zoo grounds.

5.13 Hours of Operation

Please note the opening hours of the Zoo Zurich. We would like to remind you that visitors are not permitted to remain on the premises after closing time, except for guided tours and private events.

5.14 Waste

Please help keep the Zoo Zurich clean. Please use the trash cans provided.

6. Liability

All facilities on the zoo grounds are carefully maintained and monitored. Should a visitor nevertheless sustain an injury through no fault of their own, they must report the incident at the Zoo Zurich Visitor Center before leaving the zoo grounds. The visitor should also report the incident if there is reason to believe that an incident could potentially result in damage at a later date. Failure to file a possible and reasonable damage report will significantly complicate the claims process.

The Zoo Zurich disclaims all liability for any damages (including personal injury or bodily injury) arising directly or indirectly from this agreement, i.e., a visit to the Zoo Zurich, any related service, or the purchase of goods, to the extent permitted by law and to the fullest extent permitted by law, regardless of the legal basis on which the damages are claimed. Likewise, the Zoo Zurich excludes any non-contractual liability for damages (personal injury or bodily injury) arising directly or indirectly, to the extent permitted by law and to the fullest extent permitted by law, regardless of the legal basis on which the damages are claimed. In any case, liability for slight negligence and liability for vicarious agents (Art. 101 of the Swiss Code of Obligations) is excluded.

The Zoo Zurich assumes no liability for theft.

7. Data Protection

The applicable data protection provisions can be found in the Privacy Policy at zoo.ch/datenschutz, published by the Zoo Zurich. The Privacy Policy is an integral part of these Terms and Conditions.

8. Final Provisions

8.1 Jurisdiction and Governing Law

Swiss substantive law shall apply exclusively, to the exclusion of the provisions of private international law and, in particular, the Vienna Sales Convention. The place of jurisdiction for all disputes is the city of Zurich.

8.2 Updates to the General Terms and Conditions

The General Terms and Conditions of the Zoo Zurich are an integral part of the customer relationship. The Zoo Zurich reserves the right to amend the General Terms and Conditions in response to changes in circumstances. The most recent amendment to these General Terms and Conditions is dated December 21, 2022.