Booking Terms and Conditions

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 the 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 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.

GIFT VOUCHERS

  • Gift vouchers are available for purchase and redemption through the Willowbank website.

  • Vouchers are non-refundable and not redeemable for cash, but may be transferred to another person.

  • All vouchers are valid for a period of 12 months from the date of purchase.

  • If the total cost of a booking exceeds the value of the voucher, the balance must be paid by the customer. No cash or credit will be provided for unused voucher balances.

ANNUAL PASSES

  • Annual passes can be purchased online and are activated on the first visit.

  • A membership card will be issued upon activation.

  • A valid membership card must be presented on each visit to receive entry and any associated benefits.

  • Memberships are valid for 12 months from the date of activation.

  • Memberships are non-refundable and non-transferable.

  • Only those named and photographed on the membership card may use the pass.

  • Family passes do not require children to be named; however, children must be accompanied by the named adult pass holder to receive complimentary entry.

  • The PlusOne membership allows entry for one accompanying adult where applicable.

  • Annual passes cannot be used in conjunction with any other offers, promotions, discounted products, or education/school bookings, unless otherwise stated.

  • Membership benefits (excluding free admission) are subject to change at the discretion of Willowbank.

  • Discounted guest entry is available Monday to Friday during term time only.

  • Guest discounts do not apply on public holidays or during state primary school holidays.

  • Hāpai (KiwiAble) Access Card holders who require a carer must purchase a PlusOne membership.

  • Carers are not eligible for free entry on standard adult or child annual passes.

  • Contact details are collected to verify identity, communicate with members, and provide updates, news, and promotions.

  • This information will not be shared with third parties, and members may unsubscribe at any time.Willowbank is open 364 days a year and closed on Christmas Day.

  • An adult is defined as 16+ years, a child as 5–15 years, and preschoolers (0–4 years) receive free entry.All children must be accompanied by an adult.

  • “Try before you buy” applies to same-day visits only. Present your receipt at the Entry Desk on the day of your visit to upgrade to a Club Willowbank membership, with your day ticket refunded against the membership cost.

  • A 10% discount applies to memberships renewed online before the current membership expires.

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 CONDITIONS

  • 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.