Terms & Conditions

Terms and Conditions of Entry

We appreciate your custom and aspire to provide a friendly, safe and memorable experience.

Willowbank Wildlife Reserve Ltd is a New Zealand owned business.

BOOKINGS

• Bookings are required only for specific experiences that have limited capacity. General entry to Willowbank Wildlife Reserve does not require a booking.
• Advance bookings are highly recommended to secure availability and avoid disappointment.
• The name of the business that will appear on your bank/credit card statement will be Willowbank Wildlife. Your account will be charged in New Zealand Dollars (NZD) at the time of transaction and cancellation.
• Child pricing applies to children aged 5–15 years when accompanied by a paying adult. Children under 5 years enter free of charge. Individuals aged 16 years and over are charged at the adult rate.

CANCELLATIONS

• Willowbank Wildlife Reserve reserves the right to cancel any service due to adverse weather, insufficient bookings, or unforeseen circumstances. In such cases, an alternative date or a full refund will be offered.
• Where cancellations are required due to government-imposed travel restrictions, bookings may be transferred to a later date within 12 months without penalty.

REFUNDS

• General admission tickets are non-refundable but remain valid for use within 12 months of the original purchase date.
• Requests for refunds on pre-booked experiences must be made at least 24 hours prior to the scheduled booking. Please make contact via email, to admin@willowbank.co.nz, regarding refunds.
• Failure to attend a scheduled booking will result in the full booking charge being applied.
• In cases where bookings are cancelled by Willowbank due to weather or safety concerns, refunds will be issued to the original purchaser.
• All refund decisions are at the sole discretion of Willowbank Wildlife Reserve and are assessed on a case-by-case basis.

CLUB WILLOWBANK ANNUAL PASSES

• Annual passes can be purchased online. Activation occurs on the first visit following purchase, at which point a membership card will be issued.
• Passes are not transferable. A photograph of each cardholder will be taken, and only the named individuals may use the pass.
• Family passes do not specify children by name. Complimentary child entry is granted only when accompanied by the named adult pass holders.
• Passes are valid for 12 months from the date of activation.
• Annual passes cannot be used in conjunction with special offers, promotions, or education bookings.
• A valid membership card must be presented to access any associated benefits.
• Hāpai (KiwiAble) Access Card holders must purchase a PlusOne pass to cover carer entry.

HEALTH AND SAFETY

• Willowbank Wildlife Reserve is a natural environment with inherent risks, including but not limited to open waterways, uneven surfaces, wildlife interaction zones, weather exposure, and play equipment.
• All visitors enter at their own risk and are expected to exercise caution at all times. Willowbank accepts no liability for loss, injury, or damage sustained within the park.
• The Reserve retains the right to close sections of the park or specific exhibits, alter experiences, or remove animals from display at any time in the interest of safety or animal welfare. No compensation is provided for such changes.

GENERAL

• Children aged 15 years and under must be always supervised by a responsible person aged 16 years or older.
• Willowbank maintains a strict smoke-free policy across all areas.
• Pets are not permitted. Certified guide dogs may access the Zoo and Farmyard areas but are restricted from entering the Native section. Assistance or emotional support animals are not permitted.
• Visitors must park responsibly. Willowbank accepts no liability for damage or loss associated with the use of the car park.
• We reserve the right to remove or refuse entry to any visitor behaving inappropriately or not complying with staff directions or signage.
• No commercial or fundraising activity may be conducted on-site without prior written permission.
• In the event liability is attributed to Willowbank, any compensation shall be limited to the amount paid for admission or the relevant booking.

PRIVACY

We collect personal information about you from:

• You, when you provide that personal information to us, including via the website and any related service, through any registration or subscription process, through any contact with us (e.g. telephone call or email), through any advertising channels, or when you buy or use our services and products.
• Third parties where you have authorised this or the information is publicly available.
• If possible, we will collect personal information from you directly.

We will use your personal information:

• To verify your identity.
• To provide services and products to you.
• To market our services and products to you, including contacting you electronically (e.g. by text or via email marketing for this purpose).
• To improve the services and products that we provide to you.
• To undertake credit checks of you (if necessary).
• To bill you and to collect money that you owe us, including authorising and processing credit card transactions.
• To respond to communications from you, including a complaint.
• To conduct research and statistical analysis (on an anonymised basis).
• To protect and/or enforce our legal rights and interests, including defending any claim.
• For any other purpose authorised by you or the Act.

If you wish to read our full Privacy Policy, click here.