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Terms & Conditions

Click or tap the headings below to expand and view each of our Terms and Conditions and Policies.

Terms & Conditions

  • Family Tickets purchased are valid only for the date you specify you would like to visit and are available online via the Marwell website 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.
  • The ticket can be purchased for a visit between 29 March 2024 and 3 November 2024 excluding special events.
  • Family tickets are subject to availability.
  • Family tickets are eligible for individual upgrade to annual membership. A maximum of 5 people can upgrade to annual membership from a family ticket and £15 will be deducted from the cost of each individual annual membership.

Tickets purchased are valid for the date you specify you would like to visit. Please check  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 . 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 .

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  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 .

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 packs will be posted to the purchaser’s billing address. If you’d like the pack sent elsewhere, please contact us as soon as possible after purchasing the adoption. Give us a call on 01962 777988 or  us at adoptions@marwell.org.uk.

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.

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  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).  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.

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.  apply; these must be read and adhered to. Marwell Wildlife reserves the right to make any changes to Terms and Conditions.

pecific criteria applies to applications and we recommend you read  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.

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.

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

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.

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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