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Visitor code of conduct


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Belfast Zoo’s Visitor Code of Conduct has been updated to reflect the additional health and safety precautions taken during the Covid-19 pandemic. This is to protect the health and safety of our visitors and staff as well as our animals.

Terms and conditions​

  • Visitor Code of Conduct

    Belfast Zoo visitor code of conduct protects animals and the safety of visitors. The code of conduct always applies to all visitors, contractors, and staff while at Belfast Zoo during their visit, experience or booking.

    Belfast Zoo reserves the right to refuse admission to the site or facilities or to ask any participant or visitor to leave their experience or the zoo, should they fail to adhere to the code of conduct or fail to adhere to health and safety requirements or behave in an inappropriate or unsafe manner.

    All visitors must abide by these rules:

    • All persons must conduct their visit in a safe and responsible manner and in accordance with all relevant health and safety regulations and requirements and must always abide by staff instructions and safety rules.
    • Children (16 years old and under) must always be accompanied by a responsible adult (age 18 and over).
    • Dogs are not permitted except registered assistance dogs (but you will need to make sure all vaccinations are up-to-date). You should also inform us if an assistance dog is attending.
    • You must never leave your dog in the car during your visit
    • You must not feed the zoo animals
    • Fires or barbecues are not permitted
    • No ball games
    • No running
    • No scooters, bikes, heelies, or rollerblades
    • No drones
    • No balloons
    • Consumption of alcohol or recreational drugs is strictly prohibited on any council premises. Visitors must not be under the influence of alcohol or drugs on arrival to the zoo
    • Smoking is strictly prohibited in all zoo buildings and zoo vehicles
  • Online tickets
    • Online tickets are discounted, and this price is strictly only permitted for online sales.
    • Online tickets can be bought until 9.30am on the day of your visit.
    • Online tickets for same-day visits cannot be purchased after this time but visitors can purchase ‘gate’ tickets on arrival at the zoo at any time during admission opening hours.
    • Online ticket sales are for entry to Belfast Zoo only and can’t be used in the Zoovenir shop or catering outlets.
    • The person buying online tickets is responsible for checking that the information provided is accurate. If inaccurate information is provided, this could result in additional charges, or the online ticket being declared as void.
    • You must select a day and time to visit the zoo. Online tickets must only be used on the date and session selected at the time of purchase.
    • If you do not arrive on time for your allocated entry time, you will not be permitted to enter the zoo.
    • You will only be allowed to enter Belfast Zoo when you present your ticket purchase confirmation email. This can be either printed on paper with the reference number clearly visible or shown on a smartphone.These tickets are the responsibility of the person who bought the tickets online.
    • If you are purchasing a ticket as a gift and do not know the date of use, you can purchase a gift voucher instead on our website or call us on 028 9077 6277.
    • Online tickets can’t be used in conjunction with any promotional or discount offers.
    • Visitors are expected to follow our zoo visitor code of conduct. You can read this at zoo visitor code.
  • Gate tickets
    • Visitors can buy a ticket on arrival at the zoo. The gate ticket price will apply.
    • You can also buy tickets by telephoning the zoo on 028 9077 6277.
    • Note if daily maximum capacity has been reached you may not be permitted entry to the zoo.
  • Prices
    • Belfast Zoo is owned and operated by Belfast City Council and follows strict health and safety policies and procedures. The age limit has been set and agreed for the purposes of health and safety as the zoo is home to dangerous animals and certain hazards such as steep hills and heavy vehicles. Children under the age of 17 must always be supervised by either a parent, guardian, or designated adult (18 years and over).
    • Prices for Belfast Zoo are approved annually by Belfast City Council’s City Growth and Regeneration Committee. Price proposals consider the entrance price of other zoos, other tourist attractions in Northern Ireland and economic factors. The zoo’s prices are in line with other attractions in Northern Ireland.
    • Prices are non-negotiable and cannot be used in conjunction with any other offer or promotion unless otherwise stated.
  • Payment
    • Full payment is required to confirm all bookings. Deposits are not accepted.
    • Payment can be made by cheque, card, or cash.
    • If you require invoice facilities, please contact the zoo directly. We will require the following documentation, which our finance team will verify:
      • the full name and postal address of organisation
      • a purchase order or bank statement to verify the organisation details
    • Payment must be made within the agreed timeframe, or Belfast Zoo reserves the right to cancel your booking.
  • Accessibility
    • Read our accessibility guide.
    • Belfast Zoo is set on the unique Cave Hill and steep terrain can be difficult for some of our visitors. Check the zoo map. Visitors are advised to take care during their visit, especially on steep hills, when walking, using a wheelchair or mobility aids, or pushing a pram.
    • Belfast Zoo provides manual wheelchairs for hire.
    • Visitors can book our wheelchair accessible Zoo-mobile vehicle for a drop-off to the top of the zoo or a zoo tour.
    • Visitors are permitted to use their own electric scooters at their own risk. Scooters must be suitable for the terrain and visitors are required to sign a disclaimer which confirms this.  
    • Every effort will be made to accommodate visitors with a disability or medical condition however this may not always be reasonably possible.
    • Please contact Belfast Zoo on 028 9077 6277 for advice on accessibility before purchasing a ticket or making a booking
  • Cancellations and refunds
    • All tickets, vouchers, bookings, experiences, sessions, and any other purchases are non-refundable and non-transferable (you cannot change the date).
    • Belfast Zoo reserves the right to alter or cancel your booking or experience on any given day, relating to but not limited to, operational and health and safety reasons, for example, if Belfast Zoo is forced to close due to adverse weather conditions such as snow. Belfast Zoo will give as much notice as possible, however, this cannot always be guaranteed. In the event Belfast Zoo cancels your booking, another date will be offered, or a full refund will be permitted.
    • Belfast Zoo will not reimburse travel, accommodation, or any other associated costs if your booking is cancelled.
    • Belfast reserves the right to close or prohibit use of its facilities at its discretion, for example on health and safety grounds or on breach of terms and conditions.
    • A refund will not be permitted in the event of no-show or late arrivals to experiences, parties, or any other bookings.
  • Opening hours
    • We are open every day of the year except Christmas Day and Boxing Day.
    • We may close in extreme weather conditions or in cases beyond our control. 
    • The zoo operates seasonal hours.
    • Admission and closing times are shown on our website at zoo opening hours.
    • Please note our animal houses start to close an hour before closing time.
    • The Zoovenir shop closes strictly at advertised closing time.
  • Weather advice
    • Belfast Zoo is an outdoor attraction. Visitors should prepare in advance and wear suitable clothing and footwear for wet, hot, or cold weather.
    • You are advised to bring sun protection during periods of hot weather.
    • Refunds are not permitted in the event of wet weather.
    • Ticket transfers may be permitted in the event of extreme weather at the discretion of Belfast City Council. This can only be determined on the day in question and strictly not in advance. Any ticket transfers granted are subject to date exclusions as determined by Belfast City Council. Belfast City Council will announce on their social media channels that tickets can be transferred. In the event of such an announcement, you must email info@belfastzoo.co.uk within 48 hours and request a date transfer.
  • Catering
    • Belfast Zoo cafés are managed by an external catering company.
    • Only food bought in the cafés can be consumed in the premises.
    • If you require catering for a party or event, it must be arranged in advance with the café directly. Please email zooevents@usel.co.uk.
    • Payment for catering will be paid directly to the catering company, by cash, debit or credit card or invoice facilities.
    • Catering choices must be booked two weeks in advance, including any special dietary requirements, or availability cannot be guaranteed. Cancellations after this period (including cancellations relating to COVID-19) will not be permitted and payment will still be required.
  • Picnics at the zoo
    • You can bring your own picnic or packed lunch.
    • We have several picnic benches, and sheltered huts located throughout the site, along with a large picnic area at the top of the zoo.
    • Barbecues are not permitted in the zoo.
  • Animal welfare and safety
    • Respect the animals by not banging on the glass of their enclosures.
    • Do not feed the animals as it can cause them serious harm or potentially death. Our animals’ diets are strictly controlled.  Visitors will be asked to leave the zoo if found to be feeding the animals.
    • Our animals are allowed privacy so it may not be possible to see all animals during your visit.
    • Any advertised exhibit or attraction, or any of our onsite facilities may be closed, removed, altered or otherwise unavailable at any time for operational, safety or animal welfare reasons. Therefore, we cannot guarantee that all animals and exhibits will be visible on the date of your visit.
    • Belfast Zoo reserves the right to alter or cancel any presentation, talk or feeding time without notice. We will endeavour to provide as much notice as possible to our visitors.
  • Allergies
    • Please be aware you may encounter dust, nuts, hay, or straw in the animal environments during your visit, event, party, or experience. It is the responsibility of the booking person, parent, guardian, or responsible adult to manage all allergies of all persons associated with the booking accordingly.
    • Responsible adults must ensure any medication, for example, inhalers or epi-pens. are brought during your visit, and will be responsible for administering these if required.
  • Vehicles onsite
    • Belfast Zoo has an ongoing maintenance plan which can result in vehicles being onsite during opening hours. The types of vehicles that visitors may see onsite are tractors, council vans, buggy and at times contractor vehicles.
  • Groups
    • Children are recommended to wear high visibility vests or wrist bands with a leader’s contact details during the duration of the visit.
    • There is a meeting point for groups near the entrance to the zoo which is shown on the map as blue symbol.
    • If a child becomes lost on-site, please contact Belfast Zoo reception immediately on 028 9077 6266. Staff will implement the lost child procedure. A responsible adult from the group must wait in the Visitor Centre until the child is found.
    • The zoo does not have facilities to store groups' packed lunches.
    • The person making the booking is responsible for all persons associated with the booking throughout duration of their visit. Children must always be supervised.  A ratio of at least one adult per five children must be adhered to.
  • Injury, loss, or theft
    • Belfast Zoo provides storage lockers which are located at the back of the Visitor Centre. Lockers require a non-refundable payment of £1.
    • The visitor is responsible for any damage to the locker during their use.
    • Belfast Zoo or its employees shall not be liable for any accident, loss, theft, damage, injury or illness to visitors, participants, their property, vehicles, or contents or to any other person or property whatsoever, whether caused by their negligence, breach of contract or because of the negligence of other patrons to Belfast Zoo in any other way whatsoever.
  • Junior Keeper and Animal Experiences

    Experience permissions

    • All experiences must be booked at least 14 days in advance.
    • “Junior Keeper for a day” experience is available for ages eight to 16 years.
    • Giraffe experience is available for ages eight and older
    • Lemur experience is available for age 10 and older
    • Penguin experience is available for age 10 and older
    • “Keeper for a day” experience is available to persons aged 18 years and over.
    • Participants under 17 years must have approval from their parent or guardian to take part in the experience.
    • Participants (aged 16 and under) must be always accompanied by an adult, either parent, guardian, or nominated responsible adult (aged 18 or over) throughout the experience and their visit.
    • If the responsible adult is not the participant’s parent or guardian, a parent or guardian is responsible for nominating an appropriate adult to act on their behalf.
    • Junior Keeper experience includes entry into the zoo for the participant and the responsible adult. The responsible adult will not take part in the experience and will only accompany the Junior.
    • Animal experiences and ‘Adult Keeper for a day’ include entry to Belfast Zoo for the participant only. Additional visitors must pay normal admission prices.
    • Experiences are not available to pregnant women, people with relevant phobias or at-risk allergies or immuno-compromised individuals.
    • You are prohibited from taking part in experiences if you have convictions or a prosecution pending relating to the mistreatment of animals.

    Experience Health and Safety

    • There are several risks relating to our activities and experiences. You may come in to contact with dust, nuts, hay, or straw in the animal environments. You must make us aware of any conditions your child or the participant may have prior to your experience, for example, health conditions; accessibility requirements; special dietary requirements; allergies; phobias.
    • It is the responsibility of you, or the parent or guardian to inform us of any medical conditions, disability, mobility requirement, allergy, phobia, or any other condition that your child or the participant may have to ensure the safety of the participant, staff, or animals.
    • Responsible adults must ensure any medication, for example, inhalers or epi-pens. are brought to the experience. They are responsible for administering these if required.
    • While every effort is made to accommodate medical condition, disabilities, mobility requirements, allergies, phobias, or any other condition, this may not always be reasonably possible. Please contact Belfast Zoo for advice before purchasing.  Please be aware that failure to declare such information may result in cancellation of the experience without refund.
    • The responsible adult and participants must always abide by staff instructions and safety rules throughout duration of the activity or experience.
    • The responsible adult and participants must not enter areas which are identified as out of bounds or cross any safety barriers.
    • Staff may have to manoeuvre participants if faced with emergency. This may involve staff placing their hands on the participant to move them. Where possible, this will be communicated to parents in advance, however in the event of emergency there may not be sufficient time for this instruction.
    • There may be times during the activity or experience the responsible adult and child or the participant will be asked to wear the face mask provided. This is a COVID-19 safety precaution for at risk animals. You must abide by this, or you cannot complete this part of the experience. If you are exempt from wearing a face mask, you must make us aware before your experience date. Please contact Belfast Zoo for advice before purchasing.
    • Food and drink are not permitted in the experience area.

    Experiences clothing and footwear

    • You should wear either sturdy wellington boots or sturdy walking shoes. Do ensure that shoes are closed-toe footwear and comfortable, as participants will be on their feet throughout the experience.
    • Please wear suitable clothing and footwear that participants do not mind getting dirty. We advise trousers (no shorts, skirts, or dresses).
    • Clothing should be in neutral colours as bright colours can startle some animals.
    • Do not wear jewellery.
    • Bring a change of clothes for after the experience.
    • If you are not wearing suitable clothing or footwear, you will strictly not be permitted to take part in the experience.

    Junior Keeper – on the day

    • The responsible adult should make themselves known to a member of staff in the Visitor Centre on arrival.
    • The responsible adult must display their receipt on the day of the visit as proof of payment.
    • The responsible adult must bring photographic ID to confirm their identity. Zoo staff will check this ID on arrival. If the responsible adult cannot produce ID, the experience will not be permitted. Your experience cannot be transferred or refunded.
    • The responsible adult is required to sign the terms and conditions and disclosure statement on arrival. By signing these, the responsible adult is confirming that the participant’s information provided is accurate, they are aged eight to 16 years and they have disclosed all relevant medical information.
    • The experience will start promptly at 10.40am. It is your responsibility to arrive on time. If you are late, you will miss the start of your experience, and you must go to the relevant meeting point as per the schedule.
    • As part of the Junior experience, the participant and responsible adult will be tasked with making their way between set locations as part of map-reading activity. The participant will therefore not be supervised by zoo staff throughout the entire duration of the experience.
    • The itinerary is designed to allow as much time as possible with the keepers whilst not detracting from the running of the zoo. As such, it is not possible to request activities outside those included in the itinerary or change the times of the experience.
    • Visitors will be supplied with a ‘Stay Safe’ sheet which they must always follow.
    • Participants will not be accompanied by staff during the lunch break.
    • The experience will finish at approximately 2.30pm. Visitors can remain in the zoo until normal closing time.
    • The responsible adult agrees to pay any costs of repair or making good any loss or damage that arises from the booking. Any invoice submitted by Belfast City Council for the costs of repairing damages shall be payable within 30 days.
    • Belfast Zoo reserves the right to alter the itinerary, route, or any other element of the experience at any time.
    • Belfast Zoo cannot guarantee that all animals and exhibits will be available on the date of your experience.

    Experiences – on the day

    • You must be at the zoo at least 30 minutes before your booked session. If you are late, you will not be able to take part in the experience (for health and safety and operational reasons), and no refund will be permitted.
    • Make yourself known to a member of staff on arrival at the zoo. You will be asked to display your booking receipt.
    • A member of zoo crew will guide you to the animal area to meet the keeper.
    • For animal care and husbandry reasons, all participants must use disinfectant hand wash before entering and upon leaving the animal area. 
    • You must always abide by staff instructions and safety rules.
    • You must not enter areas that staff identify as out of bounds or cross any safety barriers during your experience.
    • You will be always supervised by a member of zoo staff.
    • The responsible adult must be always present in visitors viewing area during the experience. However, this adult will not participate in the experience.
    • Due to animal behavioural issues, experiences may vary.
    • If for any unforeseen circumstance your member of staff is late, please be patient. They will be with you as soon as possible and will ensure that you have the full 30-minute experience.
    • Not all animals will take part in the experience. They have the freedom to choose to participate or not.
    • Multiple people can take part in an animal experience. You may, therefore, share your experience with other people.

    Adult Keeper for a Day – on the day

    • Your booking pack includes arrival details, a guide to safety procedures, a medical questionnaire, terms and conditions and a disclaimer.
    • Make yourself known to a member of staff on your arrival at the zoo.
    • The zoo’s duty officer or your designated keeper will check your photographic identification and witness you signing these terms and conditions before your experience can begin.
    • “Keeper for a day” experience timetable is designed to allow as much time as possible with the keepers whilst not detracting from the running of the zoo. As such, it is not possible to request any other activities outside of those described.

    Junior Gift packs

    • Gift packs are strictly for individuals only – the same person will receive the experience, adoption, and child membership as part of the Junior Gift pack.
    • Full payment must be received to secure the gift packs.
    • Belfast Zoo reserves the right to alter, change or remove these items from sale without prior notice.
    • See terms for Experiences, Memberships, and Adoptions.
  • Room Hire

    Hire of facilities

    • Belfast Zoo does not host your event.
    • Room hire can be hired per hour or per day.
    • The fee is for room hire only, admission to the zoo is not included.
    • Use and purpose of the room hire must be fully disclosed at the time of booking.
    • Additional activities must be approved prior to the event (for example, face painting, or music), and approval will be based on animal welfare and site safety. See terms for external entertainers.
    • Permanent changes to the room are not permitted (for example, nails or pins in walls and woodwork). Temporary decorations or displays must be approved in advance by zoo staff.
    • Belfast Zoo adverts and information will remain displayed during your event unless otherwise approved by zoo staff.
    • Consumption of food and drink during the hire period must be agreed with zoo staff in advance.
    • The room will not be supervised by Belfast Zoo staff during the hire period.
    • Belfast Zoo staff shall be entitled to access all parts of the building during the hire period for the purpose of inspection, management, and supervision.
    • Belfast Zoo reserves the right to change the room(s) hired or party area to another location depending on operational needs.
    • Belfast Zoo reserves the right to hire other rooms within the same building and area at the same time as the hirer’s booking.

    Room safety

    • The room must only be used for the approved event and for no other purpose. All instructions from Belfast Zoo must be strictly complied with.
    • The facilities must be used in a safe and responsible manner and in accordance with all relevant health and safety and fire regulations.
    • You must comply with room capacity provided by Belfast Zoo. Crowd control and capacity is strictly the responsibility of the hirer.
    • Adults are responsible for supervising children at all times.
    • The area must be left clean and tidy, with all waste, litter, decorations and displays removed by the end of the hire period.
    • All personal belongings of zoo visitors must be removed from the room at the end of the event. Any property not removed shall be left at their own risk.
    • You must vacate the room immediately at the end of the hire period. Additional charges will be incurred for extended use.
    • You are not permitted to use any electrical appliances, unless approved by Belfast Zoo staff in advance.
    • Balloons and candles are not permitted.

    Breach of hire agreement

    • In the event of any breach or non-observance of these conditions by the hirer, or by any person involved in the relevant event, Belfast Zoo may revoke, with immediate effect, the permission to use or to have continued use of the facilities
    • The hirer is responsible for all losses, costs, expenses, and damages caused to the room, building or zoo property during the hire period. Belfast City Council will invoice the hirer for costs of repairing any damage and payment will be required within 30 days.
    • The hirer shall be responsible for any actions, demands, claims and liabilities made against or incurred by Belfast City Council arising out of:
      • an act, omission or negligence of the hirer or any person or persons at the building expressly or implicitly with the hirer’s authority or consent;
      • any breach by the hirer of these conditions.
  • Memberships

    Eligibility

    • Adult members must provide photographic identification and proof of address.
    • Concession members (60 and over) must provide proof of date of birth, photographic identification, and proof of address.
    • Concession members (children aged four to 16) must provide proof of date of birth. Children should be aged from four years old to 16 on the date they join the membership scheme.
    • Concession members (students) must provide a letter stamped by their university or college, in the UK or Republic of Ireland, stating that they are in full time education.
    • We will save your image as proof of identification for usage. Your photo will be taken at the zoo when you apply for membership or on the first day of your visit.
    • Your membership lasts for one year from the date your application is approved.

    Membership cards

    • A membership card will be assigned to each membership.
    • You must show your card every time you visit. If you don't, you may be asked to pay the full entrance fee.
    • You may be asked to present photo identification when you visit the zoo.
    • You will have to pay a fee of £5 if your card is lost or destroyed.

    Membership use

    • Only people named on the membership application are permitted free entry to the zoo.
    • Your membership cannot be used to gain entry for school visits.
    • A child member, under the age of 17, must be always accompanied by an adult. If the accompanying adult is not a member, they will be required to purchase a zoo ticket.
    • Your membership is for access to the zoo only - other events or venues are not included.
    • Your card will not be accepted after the expiry date.
    • We have the right to refuse entry and suspend or cancel your membership if you are in breach of the terms and conditions.

    Membership applications

    • We reserve the right to amend, withdraw or update the terms of membership at any time without prior notice.
    • Membership applications are non-transferable and non-refundable.
    • Memberships purchased online can take up to five working days to process.
    • We are not responsible for any delays, losses, or damages once we have dispatched your membership pack.
  • Wheelchair loan

    Wheelchair hire agreement

    • Belfast City Council accepts no liability for any incidents or accidents arising from the use or misuse of the hired wheelchair.
    • Each wheelchair is supplied with full safety instructions. Please familiarise yourself with these before use. If the wheelchair becomes damaged or a defect is found, use of the wheelchair should end immediately, and staff should be notified immediately.
    • The user is responsible for loss of or damage to the wheelchair whilst it is in their possession regardless of cause. Repairs will be charged at cost (parts and labour). Replacement charge for a lost, stolen, or non-returned wheelchair is at current retail cost. All prices are subject to change.
    • The wheelchair should be returned to staff at the Visitor Centre before your departure from the zoo. Check zoo opening hours.

    Wheelchair safe use

    • Do not exceed safe wheelchair user weight capacity (100kg or 16 stone).
    • Do not use on a road except when crossing between pavements.
    • Do not ride over deep soft terrain (soft dirt, mud, sand, deep grass).
    • Do not attempt to mount a kerb without assistance.
    • Do not carry passengers.
    • Always maintain a slow controlled speed when going downhill.
    • Do not ride in reverse down a slope or kerb.
    • Always keep your feet on the foot or leg rest when moving.
    • Do not stand on the footrest when getting in or out of the chair.
    • Keep the wheelchair away from children – it is not intended to be used as a toy.
    • The parking brakes should be engaged and locked whenever you are getting into or out of the wheelchair.
    • The parking brakes are not intended to be used for slowing down.
    • Do not hang objects or bags on the push handles as it may affect the stability and tip the wheelchair.
    • Never attempt to use the wheelchair on an escalator or stairway, always use a lift.
    • If there is any defect with the wheelchair it must not be used.
    • Do not attempt to remove the wheels as they have been tightened securely and you may not be able to re-attach the wheels safely.
    • Footrests and leg rests can be adjusted using an Allen key or spanner.
    • There is no assembly of the wheelchair required – the wheelchairs are supplied with settings suitable for most users.
    • Do not tilt the wheelchair without assistance.
    • When reaching or bending forward do not lean your body out of the wheelchair further than the length of the arm rests.
    • Do not attempt to reach objects by sliding forwards to the edge of the seat.
    • Take extra consideration and care when navigating medium and difficult hill gradients as shown on the Zoo map.
  • Zoo-mobile

    Zoo-mobile capacity

    • The maximum capacity is one wheelchair user plus three non-wheelchair users and driver or four non‐wheelchair users and driver.
    • Maximum weight limit is 700kg.
    • Wheelchair‐accessible platform measures 40 inches wide. Wheelchairs larger than 40 inches wide cannot be accommodated.
    • Storage for buggies or luggage is available on the vehicle but will be limited in the event of the vehicle’s full capacity.

    Zoo-mobile booking

    • Zoo-mobile fee does not include entry to Belfast Zoo. Standard zoo admission prices apply.
    • The Zoo-mobile service is subject to availability, and may not be available on bank holiday weekends, special event dates and other key dates.
    • Advance booking is recommended, or availability cannot be guaranteed.
    • You must inform Belfast Zoo, in advance, of all disabilities and relevant medical requirements. Every effort is made to accommodate visitors with a disability or medical condition; however, this may not always be reasonably possible. Please contact Belfast Zoo for advice before making a booking.
    • Carers do not need to pay when assisting a visitor with a disability.

    Zoo-mobile - on the day

    • The inclusive tour lasts approximately 1.5 hours. The tour will follow a pre‐determined route around the zoo site, commencing from the visitor centre.
    • A map detailing the inclusive tour route is available. However, Belfast Zoo reserves the right to alter the route at any time due to unforeseen circumstances and in the interests of customer health and safety.
    • The hilltop drop‐off is one way only, from the Visitor Centre to the top of the zoo (locations 36 and 37 on zoo map).
    • The vehicle cannot access all areas of the zoo and will, in as far as possible, follow the predetermined route around the Belfast Zoo site. Some animal exhibits may not be clearly viewed from inside the vehicle.
    • Visitors should arrive promptly for the start of their booking and should make themselves known to a member of staff on arrival.
    • The hirer must display their receipt on the day of the visit as proof of payment. Failure to produce an official receipt may result in the booking being cancelled. No refund will be permitted.
    • The inclusive tour will commence strictly at time booked. The tour may be shortened or cancelled in the event of the visitor arriving late for the booking. No refunds will be permitted.
    • Visitors must always wear their seatbelts when inside the vehicle.
    • Visitors must strictly always follow the instructions of zoo staff.
    • Visitors may only enter and exit the vehicle when instructed to do so by zoo staff.
    • Children aged 16 and under must be always accompanied by an adult when travelling in the vehicle.
    • Visitors should not interfere with any part of the premises, vehicle, or equipment.
    • Zoo staff will undertake a vehicle check on the day of each hire, follow only the designated routes and follow all speed restrictions.
    • At the end of the tour visitors will be dropped off at their chosen location on the zoo site. The hirer agrees to vacate the vehicle immediately at the end of the hire period and that all persons and property, including litter, will be removed.
    • Additional fees will be incurred for any extended use of the Zoo-mobile outside of the booking period.
  • Explorers’ Club
    • Responsible adults must have their explorers at the zoo in advance of the advertised Explorers’ Club start time.
    • Responsible adults must display Explorers receipt on arrival at Belfast Zoo.
    • Explorers will be required to use disinfectant handwash throughout the zoo Explorers’ Club – please make us aware of any allergies in advance.
    • Children will be always supervised.
    • Children must be able to go to the toilet by themselves and ask when they need to go. Staff will not assist the child in the toilet.
    • If you are made you aware of restrictions, for example, no nuts permitted in packed lunches, you must abide by these rules.
    • We recommend that parents do not permit children to bring any valuables. Mobile phones are permitted for emergency use only and must remain on silent and safely packed in the Explorers' belongings. Children cannot use their phones during the club and cannot take photos of staff or other children.
    • Explorers must agree to:
      • not use inappropriate language.
      • respect and be kind to other children.
      • respect your leaders.
      • always listen and follow the leaders’ instructions.
      • be polite.
      • take responsibility for their own belongings.
      • don’t touch other Explorers' belongings without asking.
      • put up your hand if you have a question.
      • no running.
      • respect the animals by not banging on the glass of their enclosures.
      • not feed the animals unless directed to.
      • be careful when walking around as some of our hills are very steep.
      • put all rubbish in bins as it can be dangerous for our animals.
      • put any mobile phones on silent.
  • Adoptions
    • Adoptions can take up to five working days to process.
    • We are not responsible for any delays, losses, or damages once we have dispatched your adoption pack.
    • Each adoption is for a term of 12 months, with the option to renew at the end of this period.
    • Adoption applies to a species at Belfast Zoo and not an individual animal.
    • Belfast Zoo’s animal collection is always evolving. If your adopted species is withdrawn from the collection, you will be given the opportunity to choose another species for the remainder of your adoption year. However, refunds will not be given.
    • Resale of adoption packs is not permitted.
    • Names of adopters are listed on the adoption board located beside the visitor centre for bronze, silver, and gold packages only. It can take up to 60 days for the adoption board to be updated.
    • Adopters’ day is only available for bronze, silver, and gold packages only. You will receive a written invitation to the zoo’s annual adopter’s day. We are unable to reschedule this event, offer other dates or provide other options due to an individual’s circumstance.
    • If you visit the zoo, we cannot guarantee that the animal that you have adopted will be on show at the time of your visit.
    • Belfast Zoo reserves the right to cancel your adoption without refund if you do not adhere to the visitor code of conduct.
    • Complimentary admission tickets issued with your adoption pack will have an expiry date. These tickets are only valid for a standard zoo visit, and do not permit entry to any special ticketed events.
    • If a soft toy or souvenir of your chosen animal is not available, a substitute animal will be offered.
  • Competitions
    • The promoter is Belfast City Council of City Hall Belfast BT1 5GS.
    • The competition is strictly for advertised dates only. Any entries submitted before or after these times will not be accepted.
    • The winner will be selected at random. The prize cannot be redeemed for any cash alternative.
    • You must reside in Northern Ireland to enter this competition.
    • To be eligible to win, you must follow the eligibility requirements of the competition, as advertised by Belfast Zoo.
    • Only one entry per person will be accepted, unless otherwise stated.
    • Employees of Belfast Zoo are not eligible to enter.
    • Belfast City Council reserves the right to publicise the competition and the winner.
    • Belfast City Council’s decision is final and no correspondence will be entered into. By entering this competition, individuals agree to be bound by these terms and conditions.
    • This competition is governed by the law of Northern Ireland.
    • Belfast City Council is the Data Controller, under the General Data Protection Regulation (GDPR), for the information you provide.
    • Beware of online scams: Social media is popular tool for scammers.
    • You enter the competition at your own risk. Belfast City Council will not be liable for any loss, theft or damages should you provide your personal or financial information to fraudsters.
    • Belfast Zoo will never ask for personal details, private message or send external links.
    • If you receive a friend request or a message about a competition, please do not respond, click links or fill in any forms. If in doubt, please call us 028 9077 6277.
  • Birthday packages
    • Suitable for children aged between four and 16 years old.
    • Party tickets include entry to the zoo
    • Party tickets for Animal Party and Roaring Party packages include lunch.
    • Parties must have at least one responsible adult for every five children, who will be permitted entry to the zoo free of charge.
    • The maximum number of total guests is 35 persons (including adults) therefore 35 persons must include seven responsible adults.
    • A minimum number of eight party tickets must be bought for each booking.
    • Additional party guests can be added later but must be paid in full within two weeks prior to the party date or party items cannot be guaranteed.
    • Non-supervising accompanying adults will receive 10 per cent discount on the zoo’s standard admission prices. These visitors must strictly enter the zoo with the party group.
    • Downloadable invites will be emailed to the party purchaser when payment is made, and booking is confirmed.
    • A gift and birthday card will be provided for birthday child. Belfast Zoo will select a gift at their own discretion based on the favourite animal information provided by the party organiser, and availability of stock.
    • Strictly one gift and card are included per birthday party booking. For multiple birthdays in one party, a fee to cover additional gifts will be charged.
    • One goodie bag will be provided for each party ticket purchased of relevant party package. Belfast Zoo reserves the right to change the items in the goodie bag at their own discretion.
    • Gifts and goodie bags cannot be exchanged, transferred, or refunded.
    • There will be an opportunity to take photos with zoo mascot when the group arrives in the party room at the selected hire time. Note, if the party group arrives late to the party room the photo opportunity will be at the discretion of staff.
    • The party group is responsible for making their own way to the party room at the allocated time. Fees will be charged for extended use.
    • The party organiser is permitted to bring their own birthday cake, but candles are strictly not allowed. See terms for room hire.
    • Lunch is not provided for accompanying guests, including responsible adults. Catering for adults must be arranged and paid for in advance. Check terms for catering​.
  • Charity requests

    Donation request

    Eligibility

    • Are for those who are seeking a prize or donation from the zoo, for example, for fundraising
    • Application is open to charities, organisations and schools who are registered in Northern Ireland
    • The work of the organisation must clearly support the zoo’s aims (for example, conservation and biodiversity, animal care and welfare, endangered species survival, education and research) or your application must be related to a person with a life-threatening or chronic illness.

    Terms

    • Financial donation requests are not permitted and will not be approved
    • A non-financial donation of an admission ticket to the zoo will be permitted
    • One non-financial donation will be provided to each approved organisation in any twelve-month period
    • The maximum value non-financial donation will be one family ticket
    • Tickets will have an expiration date of 12 months from approval issued
    • The donation will be provided directly to each organisation and not to any third parties
    • You must provide details of how the donation or prize has been allocated in advance of the zoo visit
    • The winner must contact the zoo in advance of their visit.

    Group visit request

    Eligibility

    • Are for those who are seeking free or discounted entry into the zoo for a group visit
    • Application is open to charities only that are registered in Northern Ireland
    • The work of the charity must clearly support the zoo’s aims (for example, conservation and biodiversity, animal care and welfare, endangered species survival, education and research) or your application must be related to a person with a life-threatening or chronic illness

    Terms

    • Where free admission has been requested, this will be applicable to child and concession admission only. Supervising adults will be charged the applicable entry rate.
    • Where discounted admission has been requested, this will be charged at the approved summer scheme rate as per the zoo’s annual Scale of Charges.
    • One free or discounted visit will be provided to each approved organisation in any twelve-month period.
    • The free or discounted visit will be granted directly to each organisation and not to any third parties.
    • Group visits will be granted for a selected date, for example, not an open-ended date.
    • Small-scales visits will be deemed as groups of 50 or fewer individuals.
    • Large-scale visits will be deemed as groups of 50+ individuals.

    Individual visit request

    Eligibility

    • For individuals who are seeking free or discounted entry or an additional experience in the zoo.
    • Application is open to individuals only with a home address in Northern Ireland.
    • The request must be related to a person with a life-threatening or chronic illness.
    • Charities, who must be registered in Northern Ireland, can apply on behalf of the individual

    Terms

    • One free family admission will be provided. Additional visitors will be charged the applicable entry rate.
    • Visits will be granted for a selected date, for example, not an open-ended date.
    • One visit will be granted directly to the individual, or to an NI-registered charity acting on their behalf, in their lifetime.
    • Additional zoo related activities may be granted at the discretion of the zoo manager.
    • Additional zoo related promotional items may be granted at the discretion of the zoo manager.
    • Where applicable, for example, if an interactive animal experience has been requested, the individual must provide written consent from their doctor to participate in the activity.

    Application process

    • You must complete the online application form found at www.belfastzoo.co.uk/charityrequests.
    • Applications will be reviewed by the zoo and decision made whether application meets required criteria.
    • The number of applications approved will be limited each year.
    • Successful applications are allocated on a first-come-first-served basis.
    • When maximum capacity has been allocated, the request process will be closed for the remainder of that financial year.
    • An update will be posted on zoo website. You will receive confirmation via email if your application has been successful.
    • Unsuccessful applicants will not be contacted.
  • Hosting events, activities or photography
    • Event or activity requests must be submitted, along with required documents such as a risk assessment, public liability insurance, to Belfast Zoo a minimum of 20 working days before your event or activity is due to take place.
    • In certain circumstances if your event is low scale or low risk we will process your application in a shorter timeframe (10 working days).
    • If your event requires committee approval, Belfast City Council will need at least four months prior notice. In exceptional circumstances, applications may be submitted within a shorter timeframe, by agreement with the council. The council reserves the right to stipulate a longer application period for any event if this is deemed necessary.
    • Organisers must make sure their event, activity or filming fully complies with COVID-19 requirements in place at the time of their event, activity, or filming.
    • Each application will be considered on a case-by-case basis and requires approval from relevant senior staff in Belfast City Council.
    • Once we receive your completed form, the event documentation will be reviewed by Belfast Zoo officers and if there are no issues, your event request should be approved.
    • Required documentation includes a risk assessment and evidence of Public Liability Insurance (minimum £five million indemnity).
    • Event management plans are required for larger scale or higher risk events, as deemed by Belfast City Council.
    • If Belfast Zoo or the Belfast City Council requires further information from you, the event organiser will be required to provide this information in a timely manner, to Belfast Zoo or Belfast City Council.
    • Your event cannot be approved until all relevant documentation has been received.
    • Where fees are applicable, these must be paid in advance of the event or activity date.
    • Once your event request has been approved, you will receive a permission letter which will outline any conditions particular to use of the site.
    • See terms for catering.
    • See terms for room hire.

    External entertainers

    • The council accepts no responsibility for the use of sub-contractors at your event.
    • You bring sub-contractors on to the premises entirely at your own risk.
    • If you intend to have sub-contractors at your event for inflatables, marquees, or other supplies, you will need to obtain each sub-contractor’s proof of public liability insurance and professional risk assessments for the services they are providing at your event. You must provide a copy to Belfast Zoo.
    • You should also ensure that each sub-contractor is fully certified and compliant with current industry best practice standards as indicated in Appendix A.
    • You shall indemnify the council against any injury, loss or damage arising because of the sub-contractor’s activities in relation to the event.
    • The council does not make any warranty as to the suitability of the premises for the event nor its suitability for use by any sub-contractor. It shall be your responsibility to ensure that the premises are suitable for your proposed use.
    • The council shall not be liable should the event be cancelled or postponed because of any act of a third party or otherwise.
     

     

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