Terms and Conditions: Zoo Zurich Website, Ticket Shop & Online Shop
1. Scope
The website zoo.ch (hereinafter “Website”) is operated by Zoo Zurich AG. The ticket shop (hereinafter “Zoo Zurich Ticket Shop”) and online shop (hereinafter “Zoo Zurich Online Shop”) contained on the website are operated by Zoo Zurich AG and Zoo Restaurants Zurich GmbH (hereinafter collectively “Zoo Zurich”). Unless expressly stipulated otherwise, these Terms and Conditions also apply to the use of the Zoo app. For the purposes of these Terms and Conditions, the term “Website” therefore also includes the Zoo app.
The following General Terms and Conditions (GTC) apply to the use of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop, as well as to the business relationships between Zoo Zurich and its customers, in the version currently available and valid when accessing the website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, or when ordering goods. They constitute an integral and supplementary part of all bookings made via the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop.
A “customer” is defined as any natural or legal person who maintains a business relationship with the Zoo Zurich. These Terms and Conditions are subject to change from time to time. Zoo Zurich asks that you carefully read these terms and conditions each time you visit the website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, or place an order for merchandise.
These Terms and Conditions apply exclusively. By using the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop, or by placing an order for goods, the customer confirms full acceptance of these Terms and Conditions, including the delivery and payment terms.
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.
In addition to or in conjunction with these Terms and Conditions, the “Terms and Conditions of Zoo Zurich AG” also apply to bookings made via the website; these apply to all contractual relationships regardless of the sales channel. Furthermore, the “Terms and Conditions for Events, Courses, and Seminars” apply to booked events, guided tours, seminars, and courses. The following Terms and Conditions pertain exclusively to the website and contain specific provisions for the ticket shop and the online shop.
Any contractual terms that differ from these, including those that the customer declares to be applicable upon acceptance of the contract, are valid only if and to the extent that they have been expressly accepted by Zoo Zurich in writing.
2. Registration
It is up to the customer to decide whether to register on the website or make a booking without registering. However, certain features of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop are available only to registered customers.
When registering, the customer is required to provide accurate personal information. Zoo Zurich reserves the right to delete accounts at any time and without providing a reason, or to block a username and password.
3. Information on the website, at the Zoo Zurich ticket office, and in the Zoo Zurich online shop
The website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop contain information about products and services. Prices, product offerings, and technical specifications are subject to change. All information on the website, in the Zoo Zurich Ticket Shop, and in the Zoo Zurich Online Shop (product descriptions, images, videos, dimensions, weights, technical specifications, accessory compatibility, and other details) is to be understood as approximate only and, in particular, does not constitute any representation of characteristics or guarantees. Zoo Zurich endeavors to provide all details and information on the website, in the Zoo Zurich Ticket Shop, and in the Zoo Zurich Online Shop in a manner that is accurate, complete, up-to-date, and clear; however, Zoo Zurich cannot provide any express or implied warranty in this regard. In particular, the Zoo Zurich disclaims any liability for typographical errors, incorrect or incomplete information, and representations.
All offers on the website, at the Zoo Zurich ticket office, and in the Zoo Zurich online shop are subject to change and should not be considered binding offers.
The Zoo Zurich strives to ensure the best possible availability of the services offered on its website, at the Zoo Zurich Ticket Shop, and in the Zoo Zurich Online Shop; however, it cannot guarantee that the listed products will be available at the time of ordering. Therefore, all information regarding availability and delivery times is subject to change and may be modified at any time without notice.
4. Prices
Unless otherwise noted, the prices listed on the website, at the Zoo Zurich ticket office, and in the Zoo Zurich online shop include the statutory value-added tax, any advance recycling fees (VRG), and copyright levies on electronic devices. Prices are quoted strictly net in Swiss francs (CHF).
Unless otherwise specified, shipping and handling fees of Fr. 5.– or Fr. 10.50 will be charged separately and are to be paid by the customer. Shipping fees are shown separately during the ordering process.
We reserve the right to make technical changes and correct errors and misprints; in particular, the Zoo Zurich may change prices at any time without prior notice. The sales prices do not include consulting or support services.
5. Conclusion of the Contract
The offers on the website, at the Zoo Zurich Ticket Shop, and in the Zoo Zurich Online Shop constitute a non-binding invitation to the customer to order products and/or services from the Zoo Zurich Ticket Shop and/or the Zoo Zurich Online Shop. By placing an order, the customer makes a legally binding offer to enter into a contract. A binding order is only placed once the customer has entered all data required for the execution of the contract, confirmed that they have read the “Zoo Zurich AG Terms and Conditions” and these Terms and Conditions, and clicked the “Pay” button. Until this button is clicked, the customer may initially add items to the shopping cart without obligation and may change the information provided at any time by using the correction tools provided and explained during the ordering process.
Zoo Zurich will then send an automatic “order confirmation” via email, confirming that the customer’s order has been received by the Zoo Zurich Ticket Shop and/or the Zoo Zurich Online Shop. Orders placed are binding on the customer. Unless otherwise noted, there is no right of return or cancellation.
The contract is concluded as soon as the Zoo Zurich has sent the “order confirmation” via email. The contract covers only those services that are expressly listed in the confirmation. This also definitively defines the scope of services.
Orders will be shipped only after full payment has been received and provided that the merchandise is in stock. If the ordered goods are not available because Zoo Zurich, through no fault of its own, has not been supplied by its reliable supplier despite placing an identical order, Zoo Zurich will notify the customer immediately. Zoo Zurich will thereby be released from its obligation to perform and may withdraw from the contract. If the customer has already made payments, these will be refunded.
Subject to availability of supplies, Zoo Zurich will ensure prompt delivery. If part of the order is not immediately available because Zoo Zurich, through no fault of its own, does not receive timely delivery from its reliable supplier despite having placed an identical order, Zoo Zurich will deliver the remaining goods without charging additional shipping costs, provided this is reasonable for the customer.
6. Payment Options and Retention of Title
The customer can choose from the payment options listed during the ordering process.
a) Electronic payment methods
We accept credit cards (Visa, Mastercard, American Express), TWINT, and debit cards (Postcard) as payment methods. For payments made by credit card or debit card, the amount will be charged after the merchandise has been shipped.
When placing an order, the customer also provides their credit card information. Once the customer’s identity as the legitimate cardholder has been verified, Zoo Zurich instructs the customer’s credit card company to initiate the payment transaction immediately after the order is placed. The payment transaction is processed automatically by the credit card company, and the card is charged.
b) Purchase on account
The Zoo Zurich online store may, at its sole discretion, offer payment by invoice .. It may make this payment method contingent upon a positive credit check as well as other conditions determined at its sole discretion (e.g., minimum age, Swiss residency). The customer has no right to payment on account or to payment in installments.
The customer acknowledges that a credit check may be conducted as part of the contract process and that, for this purpose, personal data will be collected and shared with Intrum AG, which has been commissioned to perform the credit check.
When paying by invoice, the Zoo Zurich Online Shop assigns the purchase price claim to its payment partner, CembraPay AG. Payment processing is handled by CembraPay AG, and the customer receives the invoice directly at the email address provided when placing the order. The invoice amount must be paid directly to CembraPay AG within 20 calendar days of the invoice date. Late payments will incur late payment interest and processing fees. The Terms and Conditions of CembraPay AG and the Privacy Policy of CembraPay AG apply. By placing an order, the customer agrees to this assignment of the claim.
The Zoo Zurich reserves the right to exclude customers from certain payment options or to require payment in advance without providing a reason.
If a customer is late in making a payment, the Zoo Zurich may charge late payment interest and reminder fees.
Discounts or coupons are accepted only under the terms and conditions stated on the coupon. You must enter a coupon code or value during the checkout process. Discounts not applied at that time cannot be applied retroactively. Discounts cannot be combined.
7. Retention of Title
Until the full amount of the invoice for a given delivery has been paid (final and unconditional credit of the total purchase price), the Zoo Zurich reserves title to the delivered goods in all cases. Zoo Zurich is entitled to make a corresponding entry in the retention-of-title register. If the customer is a business entity acting in the course of its commercial or self-employed professional activities, a legal entity under public law, or a special fund under public law, Zoo Zurich reserves title to the goods until all outstanding claims arising from the business relationship with the customer have been settled. The corresponding security interests are transferable to third parties. The customer is entitled to set-off only if his or her counterclaims have been legally established, are undisputed by Zoo Zurich, or are ready for a decision. Furthermore, the customer has a right of retention only if and to the extent that his or her counterclaim is based on the same contractual relationship. In the event of defects in the delivery, the customer’s counterclaims remain unaffected, in particular.
8. Damage During Shipping
If goods are delivered with obvious damage caused during shipping, the customer should report such damage to the delivery person as soon as possible and contact the Zoo Zurich immediately. Failure to file a complaint or contact Zoo Zurich has no impact whatsoever on the customer’s legal claims and their enforcement, particularly their warranty rights. However, by doing so, the customer assists Zoo Zurich in asserting its own claims against the carrier or the transport insurance provider.
9. Delivery, Obligation to Inspect, Notification of Defects, and Returns
Orders are shipped within 5–7 business days via mail (shipping method: Post Economy) at the shipping rates listed in Section 4 to the address specified in the order within Switzerland and to the Principality of Liechtenstein. Although this website is primarily intended for customers with a shipping address in Switzerland or Liechtenstein, we also accept orders from abroad. Shipping costs to other countries are CHF 35. For orders placed from a country other than Switzerland or Liechtenstein, additional VAT and customs duties may apply in the customer’s country. Invoices are sent via email or by mail. Upon shipment, title and risk pass to the customer, to the extent permitted by law.
If the shipment cannot be delivered or if the customer refuses to accept it, Zoo Zurich may terminate the contract after notifying the customer by email and setting a reasonable deadline, and may invoice the customer for the associated costs.
The customer is obligated to inspect the delivered goods immediately upon receipt and to report any defects covered by Zoo Zurich’s warranty without delay in writing—by mail or email—to the address listed in the legal notice. If the customer fails to do so, the goods shall be deemed accepted. Acceptance shall be deemed to have occurred in any case unless the customer files a complaint regarding defects within eight days of delivery. Defects that were not detectable during a proper inspection in accordance with the preceding paragraph must be reported immediately upon discovery in writing by mail or email to the address listed in the legal notice; otherwise, the ordered goods are deemed accepted even with regard to these defects. In this case, the return shipment to the Zoo Zurich shall be at the expense and risk of the Zoo Zurich.
General returns to the Zoo Zurich are made at the customer's expense and risk. Customers may return orders from the Zoo Zurich Online Shop and the Zoo Zurich Ticket Shop to the address listed in the legal notice as follows:
Admission Vouchers & Gift Cards
Admission vouchers and gift cards can be returned within seven business days.
Zooshop Products
If you are not satisfied with Zooshop products or if the sizes do not fit, they must be returned in their original packaging within seven business days.
Zoo Zurich Face Mask
Since the Zoo Zurich face mask is a hygiene product, it cannot be returned.
If the Zoo Zurich’s inspection reveals that the goods have no detectable defects or that such defects are not covered by the manufacturer’s warranty, the Zoo Zurich may bill the customer for the associated costs, return shipping, or disposal, if applicable.
10. Warranty
Zoo Zurich strives to deliver goods of impeccable quality. If defects are reported in a timely manner, Zoo Zurich guarantees that the purchased item is free of defects and in working order during the statutory warranty period, which is generally two years from the date of delivery. It is at the discretion of the Zoo Zurich to fulfill the warranty through free repair, replacement with an item of equivalent value, or a refund of the purchase price. Goods returned by customers become the property of Zoo Zurich. If the warranty claim cannot be fulfilled, the customer is entitled to rescind the contract. This does not apply in the case of minor defects. A right to a price reduction is excluded. This warranty exclusion also extends to all claims that conflict with warranty rights, whether arising from a contract (Art. 97 et seq. OR), tort (Art. 41 et seq. OR), or rescission of the contract due to mistake (Art. 23 et seq. OR), etc.
The warranty does not cover normal wear and tear, the consequences of improper use or damage caused by the customer or third parties, or defects attributable to external circumstances. Likewise, the warranty does not apply to consumable and wear-and-tear parts (e.g., batteries, rechargeable batteries, etc.).
Zoo Zurich cannot make any representations or warranties regarding the timeliness, completeness, or accuracy of the data, nor regarding the continuous or uninterrupted availability of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop, including their functionalities, embedded hyperlinks, and other content. In particular, no representation or warranty is made that the use of the website, the Zoo Zurich Ticket Shop, or the Zoo Zurich Online Shop will not infringe upon the rights of third parties not owned by the Zoo Zurich.
The customer does not receive any warranties from the Zoo Zurich in the legal sense. Manufacturer warranties remain unaffected by this, of course.
The Zoo Zurich also assumes no liability for descriptions provided by third parties, in particular other customers, in the context of customer reviews published on the Zoo Zurich online store or our social media channels.
11. Right of Withdrawal
The customer is granted a right of withdrawal for eight calendar days after receiving the goods. The deadline is considered met if the customer sends written notice of withdrawal by email or letter to the address listed in the legal notice within the specified period. No reason is required for the cancellation.
Exercising the right of withdrawal results in the rescission of the contract. The customer must return the goods within eight calendar days in their original packaging, complete with all accessories and accompanied by the delivery slip, to the address listed in the legal notice. Returns to the Zoo Zurich are at the customer’s expense and risk. Any payment already made will be refunded to the customer within 30 calendar days, provided that Zoo Zurich has already received the goods or the customer can provide proof of shipment.
The Zoo Zurich reserves the right to demand appropriate compensation for damage, excessive wear and tear, or loss of value resulting from improper handling, and to deduct the amount corresponding to the loss in value from the purchase price already paid or to bill the customer for it.
No right of withdrawal is granted in the following cases:
If the contract involves an element of chance, specifically because the price is subject to fluctuations over which the seller has no control;
If the contract involves a movable item that, due to its nature, is not suitable for return or is likely to spoil quickly;
If the contract concerns a movable item that is manufactured according to the customer’s specifications or is clearly tailored to personal needs;
If the contract concerns digital content and this content is not provided on a tangible medium, or if the contract is to be fully performed by both parties immediately;
If the contract concerns a service and the provider is required to fully perform the contract with the customer’s prior express consent before the withdrawal period expires;
In the areas of lodging, transportation, food and beverage delivery, and recreational activities, if the provider commits upon conclusion of the contract to provide the services at a specific time or within a precisely specified period.
For reservations of events, guided tours, courses, and seminars—if such reservations can be made through the website—the cancellation policy set forth in the “Terms and Conditions for Events, Courses, and Seminars” applies.
12. Liability
To the fullest extent permitted by law, the Zoo Zurich excludes all liability, regardless of its legal basis, as well as claims for damages against the Zoo Zurich and any agents or vicarious agents. In particular, the Zoo Zurich is not liable for indirect damages or consequential damages, lost profits, or any other personal injury, property damage, or pure financial loss suffered by the customer. This does not preclude further mandatory statutory liability, such as for gross negligence or willful misconduct.
In particular, the Zoo Zurich assumes no liability for Internet malfunctions, damage caused by third parties, or imported data of any kind (viruses, worms, Trojan horses). Any liability for lost profits, business interruption, or the loss of programs or other data in the customer’s information systems is also excluded. This applies even if the possibility of such damages is expressly mentioned.
On the website, at the Zoo Zurich ticket office, and in the Zoo Zurich online shop, hyperlinks are used solely to provide customers with easier access to other websites. Zoo Zurich cannot be expected to know the specific content of these websites, nor can it accept any liability or other responsibility for the content of these websites.
Furthermore, all cases of breach of contract and their legal consequences, as well as all claims by customers—regardless of the legal basis on which they are asserted—are exhaustively governed by these General Terms and Conditions, the “General Terms and Conditions of Zoo Zurich AG,” and the “General Terms and Conditions for Events, Courses, and Seminars.”
13. Data Protection
The applicable data protection provisions can be found in the Zoo Zurich Privacy Policy. The Privacy Policy is an integral part of these Terms and Conditions.
14. Copyright
Use of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop does not grant the customer any license rights with respect to the intellectual property rights in the content of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop.
The website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, and all content posted there (in particular software, files, designs, graphics, and data) are and remain the property of Zoo Zurich—or Zoo Zurich holds the corresponding rights of use—and are protected by the applicable laws regarding intellectual property rights, including copyright and trademark protection. Any unauthorized use of the website, the Zoo Zurich Ticket Shop, and the Zoo Zurich Online Shop—in particular, the use of the website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, or their content for professional or commercial purposes of any kind—as well as the reproduction, display, sharing with others, communication, circulation, distribution, modification, licensing, sale, or any other exploitation of the website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, or their content, texts, text excerpts, static or animated graphics, audio data, software, goods, or services, as well as any other data or information, is expressly prohibited without prior permission from the Zoo Zurich. In particular, methods such as framing and inline linking of the website, the Zoo Zurich Ticket Shop, the Zoo Zurich Online Shop, and their content are prohibited.
15. Special Provisions for the Purchase of Online Tickets
The Zoo Zurich Ticket Shop is an official sales outlet for the Zoo Zurich for certain ticket categories. When a ticket is purchased, the Zoo Zurich Ticket Shop handles the payment transaction and collects payment on behalf of the Zoo Zurich.
By purchasing tickets at the Zoo Zurich Ticket Shop, Online Tickets customers agree to comply with the safety, admission, and other regulations of the Zoo Zurich as set forth in the “Terms and Conditions of Zoo Zurich AG.” Online Tickets may only be purchased at the official Zoo Zurich Ticket Shop. Furthermore, customers of Online Tickets acknowledge that they may be excluded from the Zoo Zurich without compensation in the event of non-compliance with these regulations. Any additional regulations are outlined in the “Terms and Conditions of Zoo Zurich AG” as well as in the “Terms and Conditions for Events, Courses, and Seminars.” Furthermore, customers acknowledge that the validity period of online tickets cannot be extended. Online tickets are neither exchangeable nor refundable.
Unless otherwise noted, Zoo Zurich online tickets are transferable. Printed online tickets must be protected from wear and tear and may not be altered or copied. Electronic tickets must be stored on a fully functional device. Zoo Zurich verifies the validity of online tickets electronically (using a QR code) at the entrance. Holders of online tickets purchased at a reduced rate (teens, children) must be able to provide valid identification to prove their eligibility.
Printed online tickets with a damaged QR code are no longer valid, but can be reprinted from your personal customer account in the Zoo Zurich Ticket Shop. If duplicates are found or fraudulent activity is observed (which will result in a report to the authorities), Zoo Zurich reserves the right to refuse such tickets and refund the price to the rightful holders.
The Zoo Zurich disclaims all liability for any damages (personal injury or property damage) arising directly or indirectly from the purchase of an online ticket, i.e., the visit to the zoo, any related service, or the purchase of goods, to the extent permitted by law, regardless of the legal basis on which such damages are claimed. Likewise, the Zoo Zurich excludes any non-contractual liability for damages (personal injury or bodily harm) arising directly or indirectly, to the extent permitted by law, regardless of the legal basis on which such damages are claimed.
In particular, the Zoo Zurich assumes no liability for theft.
16. Additional Provisions
In the event of a dispute, Swiss substantive law shall apply exclusively, to the exclusion of conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods (CISG, Vienna Sales Convention) is expressly excluded.
The place of jurisdiction is the City of Zurich, unless the law provides for mandatory places of jurisdiction.
The Zoo Zurich expressly reserves the right to amend these Terms and Conditions at any time and to implement such amendments without prior notice. The most recent revision of these Terms and Conditions is dated October 12, 2023.