Keeper Experiences terms and conditions
These terms and conditions apply to all Magic Moment experiences delivered at the Royal Zoological Society of Scotland's (RZSS) Highland Wildlife Park.
Please see section 4 for additional terms and conditions for each experience. You are asked to confirm that you have read and understood these terms and conditions prior to the start of your experience.
1. General Terms & Conditions
1.1 Whilst every effort will be made to accommodate participants on their preferred date, we cannot guarantee the first choice of date will be available. We ask that you do not make any travel arrangements prior to confirming your experience. RZSS will not be responsible for any changes to travel, accommodation or any other costs incurred if dates are unavailable.
1.2 RZSS reserves the right to alter the experience on any given day due to animal welfare, health issues or change in the park's collection, but will ensure the activity will be replaced with another similar activity.
1.3 RZSS reserves the right to reschedule or cancel any booked experiences for reasons such as severe weather, staff shortages and animal welfare reasons. RZSS will endeavour to provide as much notice as possible but please be aware that cancellations may occur on the day of the experience for reasons beyond the control of RZSS. RZSS will not be responsible for any travel, accommodation or any other costs if a date is cancelled.
1.4 RZSS reserves the right to cancel your experience if you don’t arrive for a booked experience or arrive at the meeting point more than 10 minutes after your pre-booked experience time.
1.5 Any accompanying guests with the Keeper Experience participant need to purchase Highland Wildlife Park
admission and are only able to observe from the public viewing areas. Only the Keeper Experience participant can enter enclosures and areas off limits to normal park visitors.
1.6 A Keeper Experience cannot be rescheduled without at least 14 days' notice before the booked date. Only
exceptional circumstances will be considered for a change of date at the discretion of RZSS. Work commitments or holidays are not considered exceptional circumstances. Please note, if a date has been changed due to exceptional circumstances, we are unable to reschedule again for any reason.
1.7 We require at least seven days' notice for any bookings.
1.8 Your experience is not confirmed as booked in until you receive the confirmation PDF from the experiences team. Please note, we need all booking details from yourself within 48 hours of your date being offered (unless stated otherwise) or your reservation will be removed.
1.9 Keeper Experiences are subject to health and safety restrictions. It is the purchaser/participant's responsibility to check the participant fits these criteria prior to booking:
- Sturdy footwear and long trousers must be worn by all participants and accompanying adults for duration of the experience
- All participants must have an up to date tetanus vaccination prior to the experience
- Any sickness of the experience participant must be disclosed to the animal department staff at the start of the experience
1.10 It is the responsibility of the participant to declare any medical conditions, learning difficulties or disabilities at the time of purchase or booking. Regrettably, certain guests will not be able to participate in Keeper Experiences including people with any relevant phobias, pregnant women and immunocompromised individuals. Whilst every effort is made to accommodate individuals due to health and safety reasonings this is not always possible. Please contact RZSS on hwp-keeperexperiences@rzss.org.uk for advice before purchase or booking.
1.11 Participants are also subject to the terms and conditions of entry to Highland Wildlife Park.
2. Gift Vouchers
2.1 Unless otherwise stated, vouchers are valid for 12 months from the month of purchase. It is the participant's responsibility to ensure a date is booked and completed before the voucher expiry. All our Keeper Experiences are very popular, so we recommend enquiring at least three months in advance to avoid any disappointment.
2.2 Vouchers can be gifted to family and friends, however RZSS is not responsible for unauthorised use of your voucher.
2.3 All RZSS Keeper Experiences and Magic Moments are non-refundable. Vouchers will only be considered for a refund or extension due to exceptional circumstances. This will be at RZSS Experiences Team's discretion.
2.4 All Keeper Experience vouchers are only valid for one participant unless stated otherwise.
3. Privacy
3.1 In order for RZSS to deliver and provide the contract we have with you (being the contract for sale of products or services), we need to collect and process certain data about you – for example your name, address, bank account details (to enable payment) and, in some cases, health data to ensure that we can ensure your comfort and safety during the experience you have contracted from us. We will only ever process this data in compliance with the Data Protection Act 2018 and GDPR.
You can see more details of the data we collect in Section 6 of our Privacy Policy, which you can view at rzss.org.uk/privacy.
4. Experience specific terms and conditions
4.1 Polar Bear Magic Moment
- Participants must be aged 16+ years of age
- Maximum number of participants is two per experience
- The experience lasts an estimated 30 minutes
4.2 Snow Leopard Magic Moment
- Participants must be aged 16+ years of age
- Maximum number of participants is two per experience
- The experience lasts an estimated 30 minutes
4.3 Tiger Magic Moment
- Participants must be aged 16+ years of age
- Maximum number of participants is two per experience
- The experience lasts an estimated 30 minutes
