All Experience participants are expected to comply with these terms and conditions, and health and safety procedures.  If you are booking on behalf of an organization or group of people, please ensure that everyone participating in the Experience is aware of this information. Those not complying with the guidelines, or presenting a risk to themselves, animals or others, may be asked to leave the Zoo. No refund will be issued under these circumstances.

Age Restrictions 

Participants must be 6 years or above to participate in the Galápagos Tortoise Experience.
Children under 15 years of age must be accompanied by a booked and paying adult on the Experience. There must be one adult per child.

General 

1. Admission to Auckland Zoo is included in the ticket price of the Experience.
2. Participants may be asked to cease the Experience at any time for reasons relating to animal welfare or visitor misconduct, at the keepers or guides discretion.
3. All Experience times and Experiences are approximate and are subject to change at any time, at the discretion of Auckland Zoo.
4. The price of your Experience covers your entry into the Zoo on the day of your Experience. Any other guests accompanying you to the Zoo must purchase tickets before entering.
5. Auckland Zoo will not be liable for any personal injury or for any lost or damaged equipment.
6. Taking photographs or video in the Zoo for personal use is permitted. Your Experience Guide will inform you when you are permitted to take photos or video during your Experience. No photos or video may be taken during the Kiwi Experience. Photos and video taken may not be used for commercial or promotional purposes without express permission from Auckland Zoo.

Responsibilities of the Customer 

1. The meeting point for the Experience, is within the Zoo. Please allow ample time to arrive at the Zoo, check in and walk to the meeting point.
2. All participants must arrive at the specified meeting point within the Zoo no later than 5 minutes after the advertised time. If participants are not there after 5 minutes, the Experience will start without you. No refunds will be given.
3. All participants must follow the instructions given by their Experience Guide or any other Zoo staff member at all times.
4. All participants must wear appropriate clothing and footwear. This includes flat, enclosed footwear, and clothing appropriate to the weather conditions.
5. All participants on this Experience must be able to walk well on uneven terrain.
6. Auckland Zoo must be advised prior to the Experience date of any medical conditions or disabilities that may impact on a participant’s participation.
7. All participants must be well and any visitors will be refused entry to the zoo if they have symptoms of COVID-19.
8. If you are pregnant or have a relevant medical condition, please consult with your GP before booking the Experience.
9. Strictly no whistles, balls, balloons, frisbees, bikes, skateboards or roller skates/blades or similar are allowed into the Zoo.

Animal Welfare 

1. Individual animals have the choice on how they participate in Experiences. Every Experience will be unique.
2. Due to the possibility of unforeseeable animal or other welfare issues, Auckland Zoo cannot guarantee that all animals and habitats specified will be available.
3. Auckland Zoo has a hands-off policy with many of the species it keeps, therefore physical contact with the animals is not guaranteed on Experiences.
4. Please do not feed any of the animals. If feeding is allowed as part of your Experience, the guide will provide you with the appropriate food and instructions.
5. Under no circumstances should you attempt to have contact with an animal unless under instruction by a Zoo staff member.

Payments and Confirmation 

1. All Experience bookings must be paid in advance.
2. Experience bookings will be confirmed via email upon receipt of payment.
3. Pre-booked Experience Tickets purchases via the website should be produced by the Visitor on arrival for inspection and will be scanned to check validity.
4. Experience tickets are non-transferable, non-exchangeable, non-refundable and void if altered.
5. No refunds will be given if you arrive for your Experience and do not meet the criteria for participation. It is your responsibility to read the conditions for participation prior to arriving.
6. Should a refund/amendment be provided at the Manager’s discretion, an administration fee of $25 NZD will be applied.
7. Where Auckland Zoo must cancel or postpone an Experience, participants are entitled to rebook the Experience. Auckland Zoo will not reimburse any travelling or other incidental expenses incurred.

We offer gift cards that can be used for general admission, Experiences, at the Zoo Shop or any onsite food outlet.

Sure! Just put your details under ‘Contact Details’ and their contact information under ‘Participant’. Please forward on your booking confirmation emails to the lucky recipient as they contain important health and safety information for the Experience.

Yes, individuals may choose to book at full price ($190) or an Annual pass member can book for the discounted price ($152).  No discounts can be given to individuals.

It is best to contact our team at experiences@aucklandzoo.co.nz to discuss any disabilities so we can assess them on a case-by-case basis.

All participants on this Experience must be able to walk well on uneven terrain and crouch or kneel down comfortably for a period of time to get close to the Galápagos tortoise. Wheelchairs can be accommodated on the Galápagos Tortoise Experience – please contact the team so we can be prepared for your visit. 

Sure! Our minimum age for this Experience is 6 years old. 

All Experiences require that a paying adult (aged 18+) must accompany children under 15 years. Each adult may supervise one child. 

Yes! Your guide will let you know when and where you are allowed to take photos during your Experience. So remember to bring your phone or small handheld camera to be able to snap and share your Experience.

The price includes your zoo entry fee so feel free to explore the Zoo at your leisure. Please ensure you are at the assigned meeting point for your Experience 5 minutes prior to the start time. 

Please wear comfortable flat, enclosed shoes (such as sneakers) and appropriate clothing for the weather conditions. Avoid wearing any red, pink or orange colours as these can affect the behaviour of the tortoise.

The weather will not normally affect this Experience, but feel free to phone us on the morning of your Experience to check on the status.  Occasionally, we may need to cancel or postpone your Experience due to stormy weather. Any Experiences postponed by Auckland Zoo will be rescheduled to another date. 

We have a hands-off policy with most of our animals. We can’t guarantee physical contact with the animals on any Experience. There may be an opportunity to touch a  Galápagos tortoises. Please follow instructions from your guide on the day. Touching a Galápagos tortoise should only be done under the supervision of a Zoo staff member.

Please arrive at the Zoo at least 30 minutes prior to your Experience to allow time to check in and to walk to the meeting point. The team at the entrance will let you know where to meet.