Covid-19 Information

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Terms and Conditions

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Our Terms

These are the terms and conditions on which we supply goods, services, tickets, annual passes, experiences and other products to you. 

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. 

Covid-19 Safety Measures and Restrictions

We have worked hard to make sure that everyone can have a safe and enjoyable day out, and therefore expect our customers to support the necessary changes to make sure we remain a safe place to visit and remain open. To ensure that we can comply with requirements on social distancing we have had to make some important changes to our usual terms and conditions which you can find below clearly marked “Covid-19 changes and restrictions” in each appropriate section. These changes are intended to be temporary, but there is uncertainty for how long they will remain in place.

Information about us and how to contact us

Who we are

We are Wild Discovery. Our registered address is the Ribby Hall Village, Ribby Road, Wrea Green, Preston, Lancashire, PR4 2PR. 

How to contact us

By telephone during opening hours on 01772 673836.

By email to info@wilddiscovery.co.uk.
 

General admission / tickets

When purchasing tickets on arrival or via the Wild Discovery website you enter into an agreement with Wild Discovery on these Terms applicable to all transactions. Please note that all ticket prices are subject to change without prior notice and can vary by date of visit or through different sales channels (e.g. website and at the gate).

Classes of ticket holder:

Wild Discovery offers free entry for ONE essential carer per paying disabled visitor. The customer must book a Child Under 3 place for the carer to ensure a place is reserved.  To receive free carer entry on arrival you must bring reasonable evidence/documents.*

*Wild Discovery reserves the right to charge the applicable admission rate to any person that has not correctly purchased tickets online and/or cannot provide reasonable documentation upon entry.

Ticket validity


Covid-19 changes and restrictions

*All covid-19 safety measures are subject to change without prior notice depending on government advice provided.

General admission conditions of entry

Issue of e-tickets

Promotions, offers and third-party ticket sales

Covid-19 changes and restrictions

Any customers wanting to visit using a promotion, offer or third-party ticket must call to book their tickets and reserve their places on 01772 673836 during opening hours. 

Animals on show

Wild Discovery cannot guarantee that all animals will be on show at the Zoo throughout the day. For various reasons, including animal welfare, certain animals may be off show to the public without prior notice.

The animals at Wild Discovery have the freedom to move around their enclosures and keepers will not bring animals out for public viewing if the animal has chosen to be off show.

Annual Passes

Your annual pass 

An annual pass is valid for 12 months starting on the date of purchase, or on a specified date if purchased as a gift. 

If we are unable to accept your order, we will inform you of this and will not charge you for the annual pass. This might be because we have identified an error in the price or description of the product, or due to matters relating to general admission terms and conditions. 

Covid-19 changes and restrictions

As part of the requirements to re-open to the public and maintain rules on social distancing, for the time being you will need to pre-book a slot to visit.  To do this please book a ticket that will not charge you, but this will still reserve a place for you helping us to manage our visitor numbers.  If you do not reserve a ticket(s) we cannot guarantee your entry. 

On arrival you need to present your booking ticket and your annual pass to gain entry.  If you are not able to present these items Wild Discovery reserves the right to charge you general admission.

Children
Children under the age of 12 must be accompanied by an adult. 

Age requirements

Children under 3 years of age are able to visit the Zoo for free, but a free ticket must be purchased and therefore a place reserved for them to manage visitor numbers.

Children aged between 3 and 15 years are eligible for a child annual pass.

Adults aged 16 years and above are eligible for an adult annual pass.  

Entry to the Zoo

Entry to Wild Discovery is subject to our general admission conditions of entry. 

We may alter the opening and closing times without prior notice. Please check our website www.wilddiscovery.co.uk for opening and closing times.  We have no control over third party websites that advertise our opening times.

We may close or change some exhibits or areas within the Zoo partly, entirely or at certain times of the year for various reasons including, but not limited to, special events and refurbishment.

Covid-19 changes and restrictions

As part of the requirements to re-open our zoo to the public and maintain rules on social distancing, for the time being you will need to pre-book a slot to visit.

Your Annual Pass

You must bring your Annual Pass with you in order to gain entry to the Zoo. You may visit the Zoo during usual opening times. 

Entry will only be granted to the named and photographed annual pass holder. Your annual pass benefits are not transferrable under any circumstances and misuse of an annual pass will result in the pass being confiscated. 

Annual passes are not valid after the expiry date and remain the property of Wild Discovery at all times.

You must inform Wild Discovery if you lose your annual pass or suspect that it has been stolen. You will be charged the fee stated on the annual pass form to reprint your pass.

Once purchased Annual Passes are non-refundable and non-transferrable.

Events and Special Offers

An annual pass may not be valid for entry on certain special events in the zoo calendar and this will be advertised as such.

All events are subject to availability. Annual passes do not guarantee availability to special Wild Discovery events.

If you purchase additional products from us, or participate in events or other promotions, then additional terms and conditions may apply as well as these ones. Please check the terms and conditions for other events at the time of ticket purchase.
 

Adoptions

Experiences and special events

These terms apply to Keeper for a Day, Birthday Parties, Animal Encounters and the Christmas Reindeer Experience.

Covid-19 changes and restrictions

Please see below for additional terms and conditions for each experience.

Keeper for a Day

Animal Encounters

Tortoise

Only for those aged 5 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter can be for a maximum of 4 people.

Armadillo

Only for those aged 6 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter can be for a maximum of 4 people.

Lemur

Only for those aged 8 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter can be for a maximum of 4 people.

Capybara

Only for those aged 8 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter can be for a maximum of 4 people.

Bat

Only for those aged 8 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter can be for a maximum of 4 people.

Crocodile

Only for those aged 10 years and above.  Those age 18 years and under will need to be supervised by a full paying adult.

The encounter is for a maximum of 1 person.

Birthday Parties

Covid-19 changes and restrictions

Due to covid-19 Wild Discovery is not taking any bookings for birthday parties.  We expect this to be a temporary measure, however we do not know when this restriction will be lifted.

Online Shop / Retail Returns Policy

Covid-19 changes and restrictions

Due to Covid-19 we can not accept returns of any products once they have left the premises of Wild Discovery.  We expect this to be a temporary measure, however we do not know when this restriction will be lifted.

We want you to be happy with your purchase. If you’re not, just return the product via post or to one of our shops, following the instructions below, and we’ll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.

Under the Consumer Rights Regulations, if you purchase online, by phone or from one of our retail shops, you are entitled to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below. If you’re unhappy with your purchase, please let us know within 14 days of receipt of the goods, either via email at info@wilddiscovery.co.uk, marking your email with ‘Refund Request’.

The exception to this general rule, is if you specifically require us to perform services within the 14-day period e.g. an Animal Encounter or Experience within 14 days of your purchase. In this case, you would not be entitled to any refund where we have fully performed the services.

If you return your item to us and you’d like a refund but don’t have your receipt, order confirmation or delivery note, we can offer an exchange to the value of the current selling price. Ordinarily if you have your receipt or delivery note we’ll refund the original debit, credit or charge card used to purchase or in the case of purchase made within our zoo shops, we will refund the credit or debit card as supplied on the completed returns form.

It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused.

Products we’re unable to cancel, refund or exchange

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

Returns procedure

You can make free returns via our gift shop or by post.

Please see below for full details of our returns and refunds policy.

1. Returns via our Gift Shop
Simply take a print-out of your order confirmation or the delivery note if purchased online and the product you wish to return or exchange to our gift shop. Please make sure you also take in the payment card you originally used to buy the product.

2. Returns via post

Address the package to the address below and obtain a certificate of postage from the Post Office
Wild Discovery

Returns Request

Ribby Hall Village

Wrea Green

Preston

Lancashire

PR4 2PR

Enclose your name and contact details, the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels.

Please allow 14 days from the collection or posting date for us to credit your account.

Amendments to the Terms

Wild Discovery reserves the right to make changes to its website, policies, and the Terms at any time. You will be subject to the policies and Terms in force at the time that you use the website and or you enter into any transaction with Wild Discovery, unless any change to those policies or these Terms is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these Terms are deemed invalid, void, or for any reason unenforceable, that term will be deemed severable and will not affect the validity and enforceability of any remaining term and the invalid or unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision and the remainder of the agreement shall continue in effect.

Events beyond Wild Discovery’s reasonable control

Wild Discovery will not be held responsible for any delay or failure to comply with its obligations under these Terms if the delay or failure arises from any cause which is beyond its reasonable control.

Complaints policy

Wild Discovery is committed to providing a high quality service to all our visitors and customers.  We invite feedback because it enables us to ensure the continuous improvement of the services and facilities we provide. If you have a complaint please email info@wilddiscovery.co.uk with your details.

Privacy Policy

Wild Discovery is committed to protecting your privacy in accordance with their obligations under data protection legislation. The current data protection law is found in the General Data Protection Regulation as supplemented by the Data Protection Act 2018 and related laws.