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Terms & Conditions

Terms & Conditions

Feed the family for £10

Valid on 5^th, 6^th, 12^th, 13^th December 2023 at Café Graze only.

Offer includes 2 adult meals (from the Festive Buns section of the Café Graze menu – including chips) and 2 child meals (from the Kid’s options section of the Café Graze menu) to be purchased in one transaction.

Excludes all drinks, additional sides, snacks and soup. This offer has no cash value. This cannot be used in conjunction with other offers or discounts.

Glow Marwell

For all Glow Marwell Terms and Conditions please visit our Glow Marwell page.

Day Ticket Terms & Conditions

Tickets purchased are valid for the date you specify you would like to visit. Please check our operating hours for opening times. Children under the age of three go FREE. Children up to and including the age of 16 must be accompanied by an adult at all times. Once payment has been confirmed, tickets booked online are reserved for collection at the park when you bring your confirmation number with you. Proof of age and/or disability will be required upon entry for student, senior and disabled guests. One helper is admitted free for every paying guest with a disability.

Marwell operates a policy of no refunds or exchanges for tickets bought at admissions, booked online or by telephone. Tickets are valid only for the date they are booked and cannot be transferred to another date. We cannot refund tickets for the reason of adverse weather conditions. Credit/debit card transactions are made on a separate secure server, with full encryption of all credit card data. Your credit card details and personal information will not be shared with any other company or organisation. Use of the ticket implies agreement with our park guidelines. The ticket remains the property of Marwell and is not for re-sale, is non-refundable and non-transferable. The management reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, we also reserve the right to request guests to leave the park at any time.

Please note: Our animal enclosures are designed with animal welfare in mind to give them as varied an environment as we can. It is recommended that if at first you cannot see a particular animal, that you carry on with your visit and return again later in the day when the animal may have moved closer. This is why we recommend guests remain for at least 4 hours in the Park. Get the most from your day with our Top Tips.

5 for £75 Family Ticket

Family Tickets purchased are valid only for the date you specify you would like to visit and are available online only.
The family ticket offer must be purchased online and is not for re-sale.
The offer is strictly non-transferable and non-refundable either in part or in full.
Groups using these tickets must be made up of a maximum of two adults and a minimum of one child. For example groups could be made up of 2 adults and 3 children, 1 adult and 4 children or combinations with less children.
Seniors and Students are not incuded in this offer and must be counted as an ‘Adult’ if purchasing a Family Ticket.
Extended! Use of the ticket is valid from August 1 2023 to 30 November 2023 and excludes special event days.
Family tickets are subject to availability and are not eligible for any membership upgrade.
All lead guests booking a Family Ticket between 1 and 31 August will automatically be entered into a prize draw to win Annual Membership. Learn more and view competition Terms and Conditions.

Gift Ticket Terms & Conditions

Gift tickets are valid for 36 months from the day of issue, and enable the visitor to visit once throughout that period. They are valid for park entry only. Children aged 2 and undergo FREE and do not need a ticket. Children up to and including the age of 16 must be accompanied by an adult. We do not sell concession gift tickets.

When your payment has been confirmed your tickets will be sent to the email address on the booking form. For multiple purchases a separate booking is required for each gift as the ticket is for the number of people on the confirmed ticket to visit all together on the day chosen. It is the responsibility of the purchaser to ensure that the information supplied to us is accurate prior to making a purchase. We are only responsible for issuing gift tickets in accordance with the information you provide. The gift ticket remains the property of Marwell Wildlife and is not for re-sale, is non-refundable and non-extendable. After tickets have been delivered and received by the recipient, it is beyond our control and responsibility, and we’re unable to issue replacement tickets should they be misplaced.

Use of the ticket implies agreement with our park guidelines . The management reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, we also reserve the right to request guests to leave the park at any time.

Please note: Our animal enclosures are designed with animal welfare in mind to give them as varied an environment as we can. It is recommended that if at first you cannot see a particular animal, that you carry on with your visit and return again later in the day when the animal may have moved closer. This is why we recommend guests remain for at least 4 hours in the Park. Get the most from your day with our Top Tips.

Membership Terms & Conditions

Memberships are valid for one year from the date of purchase.
Once purchased memberships are strictly non-refundable and non-transferable.
All benefits and facilities are subject to change and may be withdrawn at any time without prior notice.
Marwell reserve the right to close all or part of the zoo as necessary for health, safety or operational reasons and request guests to leave at any time.
Please check our opening hours. We reserve the right to amend our opening times at any time.
Credit/debit card transactions are made on a separate secure server, with full encryption of all credit card data. Your credit card details, and personal information will not be shared with any other company or organisation.
Proof of age and/or disability will be required on your first visit and on renewal for student, senior and disabled guests who require a free carer.
All membership cards will display an up-to-date photograph of the member. This card is for the sole use of the named holder, is non-transferable & remains the property of Marwell Wildlife.
A valid membership card must be shown to gain entry and prior to payment to receive member discounts. Unfortunately, we are unable to process member discounts without a valid membership card.
A fee of £2.50 will be charged to replace a lost membership card.
Last entry is 1 hour before zoo closing for members.
Children up to and including the age of 16 must be accompanied by an adult.
When purchasing a gift membership, it is the purchaser’s responsibility to ensure the recipient receives all the relevant information for their membership.
Use of the membership implies agreement with our park guidelines.
Marwell Wildlife will not tolerate any breach of our terms and conditions or any inappropriate or abusive behaviour towards its staff, volunteers, other guests, or animals. Any members behaving in this way will be denied access to, or, be asked to leave the zoo immediately. In these circumstances cancellation of a Membership without refund may result.
To upgrade your day ticket to membership we will deduct the price of your day ticket excluding donation. We are unable to upgrade complimentary entry tickets, staff tickets, adoption tickets, school tickets (including home education) gift tickets or any special event tickets. Please note, we are unable to upgrade tickets to membership that have been purchased through third parties and not directly purchased via Marwell Zoo. Promotional ticket offers are also unable to be upgraded (including 5 for £75 Family Tickets).

Animal Adoption Terms & Conditions

Once purchased adoptions are non-refundable or transferable. Please allow up to 14 working days for adoptions to be processed and dispatched. Delivery of the animal adoption pack is by Royal Mail, and Marwell Wildlife cannot be held liable for any delivery delays following dispatch.

Adoption recognition boards are usually updated at the end of each calendar month so please allow up to 4 weeks for your name to be displayed outside your adopted animals home. Each adoption package includes the benefits as stated on the adoptions web page. Marwell Wildlife reserves the right to change these benefits at any time and without prior notice.

Adoption tickets have no monetary value and cannot be redeemed against any other product. Adoption complimentary entry tickets must be used under the standard terms and conditions of park entry. They cannot be used to gain entry in to special events. Please note that complimentary admission tickets given as part of the adoption packages are for single day entry to the park within a period of 12 months; please check your ticket for the expiry date. Expiry dates on complimentary entry tickets and gift shop vouchers are not extendable. If lost complimentary entry tickets or gift shop vouchers will not be replaced. Complimentary entry to the park to see a species which is the subject of an animal adoption does not guarantee that any particular species or animal will be on public display at that time.

Adoptions within the standard and premium packages adopt an animal species rather than an individual animal unless specifically named in a promotion.

We may from time to time offer special packages for a limited period. Special adoptions will revert to the species after the first 12-month period. In the event that the adopted animal or species is no longer at kept at Marwell Wildlife, we will notify the adopter and they will be able to transfer their adoption to another animal. Unfortunately a refund cannot be offered in such circumstances.

Marwell Wildlife reserves the right to refuse applications from individuals or groups should it suspect that there would or could be a conflict of interest with its mission and status as a registered charity should the animal adoption go ahead.

Unless an occasion date is selected an animal adoption runs for a period of 12 months from the date of purchase.

Marwell Wildlife is a registered charity; all money raised through animal adoptions goes directly towards helping care for the animals at the zoo.

Bell Tent hire Terms and Conditions

Once purchased, packages are strictly non-refundable and non-transferrable
Hire prices are £295 for up to four guests including children under 17. Any additional guests arriving on the day will not be granted access to the zoo or Secret Garden
Children up to and including the age of 16 must be accompanied by an adult at all times
Cooking equipment and BBQ’s are not permitted in the zoo or Secret Garden
Catering and activity requirements must be finalised on booking. If there is a reduction in numbers attending, no refund will be given
Please notify Marwell of any special dietary requirements when pre-ordering catering choices
Audio is not permitted through speakers, smart phones or any other device
Use of pre-booked packages implies agreement with our park guidelines.
Access to the zoo is from 9.30am until zoo closing time at 5pm. Last entry is 3.30pm
The Secret Garden is accessible from 9.30am to 4pm. You must bring your booking confirmation to gain entry to the zoo and Secret Garden
Guests are responsible for any damages caused to Marwell Hall fixtures, fittings, décor, equipment, or damage caused within the property of Marwell Wildlife. Guests will be charged for the cost of replacement or repairs to any area or item damaged or lost
If, due to circumstances beyond our control, Marwell Wildlife becomes unavailable for the event, every effort will be made to find an alternative date. If this is not possible, a full refund will be given
All facilities are subject to change and may be withdrawn at any time without prior notice
Marwell reserve the right to close all or part of the zoo as necessary in the interest of the public and for safety reasons and request guests to leave at any time
Our staff will treat you with utmost respect and we ask our guests to do the same in return. Marwell will not tolerate any breach of our terms and conditions or any inappropriate or abusive behaviour towards our staff, guests or animals. Any guests behaving in this way will be denied access to, or be asked to leave the zoo immediately
No guest vehicles are permitted in the zoo during opening hours
Any personal property must be removed at the end of the Bell Tent hire
No alcohol is permitted to be brought on-site or consumed on the premises

Photographic Experience Terms and Conditions

Subject to availability of staff or for animal welfare reasons, Marwell cannot guarantee that the experience will go ahead as per the itinerary
If, due to circumstances beyond our control, Marwell Wildlife becomes unavailable for the experience, every effort will be made to find an alternative date. If this is not possible, a full refund will be given
All facilities and activities are subject to change and availability and may be withdrawn at any time without prior notice
Once purchased, experiences are strictly non-refundable and non-transferrable. Experiences are valid for the date booked only
The Itinerary is a guide and may be subject to change at short notice. The final itinerary will be designed to maximise opportunities for the best possible photography on the day
The experience is for a maximum of 6 guests
Experiences include entry to the zoo for the participant only. Any additional guests must purchase day tickets at admissions on the day or via our website, subject to availability. We regret they will not be able to take part in the experience, or follow it around the site
Due to the nature of the experience, participants must be reasonably physically fit and suffering no severe health problems. The experience is only available to those aged 18 years and over
Please be advised that it is your responsibility to inform us if you have any medical condition (e.g. pregnancy) that you or your doctor feel we should be aware of in order to ensure your safety. Pregnant women will not be able to participate in this experience
Whilst every effort will be made to make our photographic experience as accessible as possible for everyone, due to the nature of the experience this cannot always be achieved; please call 01962 770599 email events@marwell.org.uk for advice before purchasing. This enables us to discuss any reasonable adjustments that would help improve the experience for you
It is a condition of participation that guests observe all warning signs, do not venture over safety barriers and do not enter off-limit areas unless instructed to do so by Marwell staff
Use of pre-booked experiences implies agreement with our park guidelines
Guests are responsible for any damages caused to Marwell fixtures, fittings, décor, equipment, or damage caused within the property of Marwell Wildlife. Guests will be charged for the cost of replacement or repairs to any area or item damaged or lost
Marwell reserve the right to close all or part of the zoo as necessary in the interest of the public and for safety reasons and request guests to leave at any time
Marwell will not tolerate any breach of our terms and conditions or any inappropriate or abusive behaviour towards its staff, guests or animals. Any guests behaving in this way will be denied access to, or be asked to leave the zoo immediately
No guest vehicles are permitted in the zoo during opening hours
Any personal property must be removed at the end of the experience

Advance booking terms and conditions

A minimum of 50 tickets (adult, child or concession) must be purchased in advance, groups of less than 50 can be purchased on the standard booking page.

Final numbers must be sent over 3 weeks in advance. Payment must be received at least 7 days in advance or the booking will be cancelled. Tickets must be presented on the day of your visit, anyone without a ticket will need to pay on the gate. Advance bookings that remain unpaid 7 days prior to the visit will be cancelled.

Free entry for one essential carer with a paying guest with additional needs, proof of accessibility needs will need to be shown at the admissions gate on the day of visit or sent to groups@marwell.org.uk in advance.

Children aged 16 and under must be accompanied and supervised by an adult at all times. Tickets are non-refundable, non-transferable and non-extendable. Tickets are valid for date of visit only. We operate a no refund policy for pre-paid groups who arrive with fewer visitors than they have paid for. A contact name and mobile number for the day of visit must be provided (for emergency purposes only). Tickets are valid for general zoo entry only and not valid for special pre-booked events.

Pre-paid groups use the fast-track gate when in operation (may be closed at off-peak times). Park guidelines apply for all group visits; these must be read and adhered to. Marwell Wildlife reserves the right to make any changes to Terms and Conditions.

Agent terms and conditions

If you have purchased your ticket from a ticket re-seller company e.g. Kids Pass. Your ticket falls under Agent ticket, so Agent terms and conditions apply. Agent tickets are valid for 12 months from the date of purchase, tickets are non-refundable, non-transferable and non-extendable. Tickets are valid for general zoo entry only and not valid for special pre-booked events. Marwell are unable to give agent rate discount at the admissions gate.

Tickets must be paid for before physical tickets or digital codes will be sent. Digital agent codes can only be redeemed once, if your code shows as invalid at the admissions gate, please reach out to the company you purchased your tickets from.

Marwell Wildlife are unable to issue agent tickets directly to the guest and agent rate cannot be given at the admissions gate. Children aged 16 and under must be accompanied and supervised by an adult at all times. Park Guidelines apply; these must be read and adhered to. Marwell Wildlife reserves the right to make any changes to Terms and Conditions.

Charity Raffle Applications

Specific criteria applies to applications and we recommend you read this before applying. If your application is unsuccessful, no refunds will be given for postage. If we have not contacted you within 28 days then your application has, unfortunately not been successful on this occasion. We would like to respond to every request we receive but must use our limited resources carefully. We hope you understand our policy on this matter.

Winning tickets are non-extendable, non-transferable, and have no monetary value.

Photography, Filming and Commercial Activities

Marwell Wildlife will take all legal measures to protect its intellectual property rights and assets from exploitation for financial gain, by individuals or business entities.

Any photographs and/or video or other image recordings which you take whilst on the Zoo premises (images) are deemed to be for personal domestic use only. Filming and/or photography for public broadcast, commercial purposes, training or student projects are strictly prohibited without the express prior written agreement of Marwell Wildlife. For the purposes of this, ‘public broadcast’ means transmitting Images to a group of more than 10 people at one time, including by radio or television. Please contact our Communications Team at marwell@marwell.org.uk for further information.

For the avoidance of doubt, nothing in this clause prevents you from uploading personal Images to social media websites to share for domestic purposes only.

No individual or organisation may use Marwell Wildlife’s property or assets, or any photographs, videos or image/sound recordings, of such, for any promotional, marketing (including non-personal/domestic social media), commercial or fundraising purpose whatsoever, without the express written permission of Marwell Wildlife.

All commercial activities (eg tours, experiences or events) or any activities not directly related to the purpose of a personal leisure visit are strictly prohibited on Marwell Wildlife property without prior written agreement. This includes all paid for or free activities. Any person or organisation in breach of these conditions will be asked to leave the property immediately and may be subject to further appropriate legal action.

Privacy Policy

Please see our full Privacy Policy to see how Marwell Wildlife handles and protects data.

Links to Other Websites

We use links to improve your experience of our website. We will always seek to make these links clear, so that you know you have left our website. However, please be aware that these websites are owned and run by other companies and organisations and we cannot accept responsibility for any information you choose to divulge to a linked website.

Website Terms & Conditions

The copyright and other intellectual property rights of all material on this site is owned by Marwell Wildlife unless otherwise stated. You are permitted to print or download extracts from this site providing they are for your personal use only and are not used for any commercial purpose.

No part of this website can be used for any other purpose including transfer to another website without the prior permission of Marwell Wildlife.

Marwell endeavours to ensure that all information on this website is correct and accepts no liability or responsibility for any errors or omissions in the contents of this site. Everything on this site is provided to you “as is” without warranty of any kind, express or implied.

Marwell accepts no liability for any damages to, or viruses that may infect, your computer equipment or other property on account of your access to, use of, or browsing on this website or your downloading of any data from the site.

Whilst we endeavour to ensure that this site is available 24 hours a day, we will not be liable if for any reason the site is unavailable at any time or for any period. Access to this site may be suspended temporarily and without notice.

By using the Marwell website you shall be deemed to have accepted these terms in full. If you do not agree to the Terms and Conditions, please do not use the website.

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