You must be 18 or older to buy tickets, gift cards and Zoo Cards online. 
A standard ZOO entrance ticket (PDF file sent by email) is valid for entrance for 12 months from the date of purchase. The ticket is a bearer instrument and can be used by whoever presents it. You can scan the barcode on the ticket directly from your telephone in ZOO. Each barcode can only be scanned once. For this reason we recommend that you take good care of your print-your-own ticket so that others are not given the possibility to copy or abuse it. If you want to print your ticket, it must be printed on normal white paper in a readable quality prior to your visit. You are responsible for any abuse of online tickets, so please take the necessary precautions. ZOO does not accept liability for printing errors or subsequent price changes. Only complete and not torn tickets are accepted as valid tickets.

A ZOO event ticket is only valid for the specific event on the date and time in question. An event ticket is a bearer instrument and can be used by whoever presents it. ZOO event tickets (PDF file sent by email) can be printed on paper in a readable quality prior to the visit or may be presented on a smartphone with an intact screen. Please note that the barcode, when scanned correctly at the ZOO entrance, cannot be used again. You are responsible for any abuse of online tickets, so please take the necessary precautions. ZOO does not accept liability for printing errors or subsequent price changes.

When buying a Zoo Card, you receive your own Zoo Card either in ZOO’s app or as a physical card. When you buy a Zoo Card at the entrance, you can purchase a physical card for DKK 30. The Zoo Card give access to ZOO all year round within the normal opening hours. Furthermore, you obtain a large number of only-member advantages and help support ZOO’s important work with breeding programmes and nature conservation.

When you buy a Zoo Card online, you accept that ZOO can automatically draw money on the payment card you indicated in connection with the subscription. The membership is valid from the date of purchase and is automatically renewed once a year. The renewal notification is sent to your email address in advance, and you may at all times choose not to renew or to cancel your membership. The membership is entered into for one year at a time, and payment for the membership during the validity period is final and non-refundable, unless otherwise set out in these terms of business. The membership can be terminated at any time to expire at the end of the validity period. If automatic renewal of the membership has been activated, and you do not wish to renew the membership, renewal must be deselected no later than the 24th of the last validity month. Termination or deselection of automatic renewal can take place through your member log-on on zoo.dk or by application in person to ZOO through zoo@zoo.dk and by telephone +45 72 200 200. If you have a payment service agreement, remember to terminate the agreement in your bank no later than the 7th of the month. ZOO is not able to terminate payment service agreements on your behalf.

When you buy a Zoo Card at the entrance, you can also purchase a physical Zoo Card for DKK 30. You will not automatically be connected to the Zoo Card by subscription, and therefore we encourage you to connect your payment card to your membership through your membership log-on on zoo.dk, so that

you obtain a renewal discount when the Zoo Card expires. Before your Zoo Card expires, you will receive an invoice on the email you have stated in connection with your purchase, with an offer to renew your Zoo Card. You will then receive a renewal discount.      

You can change your connected payment card on membership log-on on zoo.dk. You also have the possibility to register the payment of your membership to the Danish Payments System (PBS). If you have not registered a payment card or registered the payment with the payments system, we will send you a paying-in form which you are requested to pay in due time. Please note that from January 2020, a fee of DKK 50 will be added when using a paying-in form.You will receive a Zoo Card voucher (PDF file sent by email) and you are encouraged to download the ZOO app in App Store or Google Play, where you can add your Zoo Card and the Zoo Cards of any family members.

The Zoo Card in the ZOO app

You can buy Zoo Cards for you and your family and use them right away. You can have more Zoo Cards in the same app. If you already have a Zoo Card, you can download ZOO’s app through App Store or Google Play and add the Zoo Cards.

Access to ZOO

At your first visit, you can scan your Zoo Card voucher in the turnstiles in ZOO via your telephone with an intact screen. You can also bring your Zoo Card voucher printed on normal white paper in a readable quality prior to your visit.

During the day of your visit and before the Ticket Office closes, you must have your photo taken at the Ticket Office. It is then connected to your Zoo Card in the app or to your physical Zoo Card. If you want a physical Zoo Card, you can purchase the card at the Ticket Office against payment of a fee of DKK 30. 

When visiting ZOO and scanning the Zoo Card your picture is shown on a screen visible to ZOO’s ticket inspectors, who can then identify you as the rightful owner of the Zoo Card. In some cases, Zoo Card holders may be asked to show ID. It is important that you always have your Zoo Card with you physically or in the app when you visit ZOO. If you have forgotten your Zoo Card, you may, provided that the employees at the entrance can find you in ZOO’s system, access the ZOO against payment of a fee of DKK 30. Alternatively, you can have your Zoo Card added to the ZOO app free of charge. If you lose your physical ZOO Card, you can block the card and subsequently buy a replacement card for DKK 30. The Zoo Card is blocked by telephoning ZOO on +45 72 200 200.

The voucher is a bearer instrument and can be used by whoever presents it. However, the Zoo Card is strictly personal, non-transferable and must only be used by the cardholder who is responsible for the rightful use of the Zoo Card. Use by another person constitutes a breach of contract and will result in confiscation of the card and termination of the membership without refund. Misuse may lead to legal action, and ZOO reserves the right to claim compensation for any losses incurred. The Zoo Card will not be returned after having been confiscated. Nor is the membership payment refunded, neither in whole nor in part.

You are responsible for any abuse of the Zoo Card voucher, so kindly take the necessary precautions. ZOO does not accept liability for printing errors or subsequent price changes.

Lost Zoo Cards must be reported immediately to ZOO by email zoo@zoo.dk, at the entrance of ZOO or by telephone on +45 72200200. If the Zoo Card is used by another person, without being blocked, this is regarded as abuse, and the Zoo Card will be cancelled.

Lost and damaged Zoo Cards can be replaced against payment of a fee of DKK 30. If you have forgotten your Zoo Card, an entrance fee of DKK 40 is payable.

ZOO reserves the right to cancel Zoo Cards upon request, if the Zoo Card holder has acted against these terms of business, shows unacceptable behaviour towards guests, employees, the animal inventory in the ZOO or damaged inventory/buildings and/or has not complied with the directions of the ZOO staff.

The membership is entered into for one year at a time, and payment for the membership during the validity period is final and non-refundable, unless otherwise set out in these terms of business. The membership can be terminated at any time to expire at the end of the validity period. If automatic renewal of the membership has been activated, and you do not wish to renew the membership, renewal must be deselected no later than on the 24th of the last validity month. Termination or deselection of automatic renewal can take place through your member log-on on zoo.dk or by application in person to ZOO through zoo@zoo.dk and by telephone +45 72 200 200. If you have a payment service agreement, remember to terminate the agreement in your bank no later than on the 7th in the relevant month. It is not possible for us to terminate payment service agreements.

You are entitled to cancel your purchase of the ZOO membership for a period of 14 days, if the membership is a new Zoo Card membership which has not yet been used. You can only use your right of cancellation if you have not yet started using your membership. In practice this means that you have bought a membership, but that you have not yet visited ZOO or in any other want used the advantages connected with your membership.

If you wish to exercise your right of cancellation, you must – before you start using the membership and before the expiry of the 14-day deadline – notify ZOO in an unequivocal written statement. ZOO will then refund all payments received from you without undue delay and no later than 14 days from the date when we received your cancellation notification.

You must be 18 or older to enter into an agreement regarding the purchase of a Zoo Card. Zoo Cards can be bought for others than yourself, including children. The payment obligation will lie with you as the administrator.

ZOO is at all times entitled to change the membership advantages connected to the membership. ZOO is also entitled to change the membership prices at all times. Price increases of more than 10 % will always be notified by email and will only take effect for the subsequent payment period of your membership.

The agreement is terminable pursuant to the general rules of termination at the expiry of your present payment period, if you do not wish to keep the membership.

When subscribing to a membership with ZOO, you consent to ZOO contacting you by email and other electronic channels with guidelines as to how you make the most of your membership and information

about updates, changes, content etc. regarding the membership. We recommend that you subscribe to ZOO’s newsletter through zoo.dk’s newsletter form or through your membership log-on, so we can keep you updated on benefits, what happens at ZOO and help you get the most out of your membership. You can unsubscribe from the newsletter at any time.

Questions regarding memberships can be addressed in writing or by telephone to:

Copenhagen ZOO, Roskildevej 32, 2000 Frederiksberg. 

Tel. +45 72 200 200 or by email zoo@zoo.dk.

When purchasing a Zoo Card, ZOO offers to send you email newsletters and other information about current events, membership advantages and offers, including events, discount opportunities and other advantages you can receive from ZOO and ZOO’s business partners. It will always be ZOO who sends the offers on behalf of its business partners. The newsletter requires active consent. You can always unsubscribe from the email newsletters. You do so by using the link ”Unsubscribe from newsletter” at the bottom of the email newsletters. These functions can also be used when unsubscribing from newsletters after the membership has expied or at a later time.

ZOO issues gift cards to be used for buying tickets, Zoo Cards and purchases in ZOO. ZOO’s physical gift cards cannot be converted into cash. ZOO’s electronic gift cards can be converted into cash in accordance with applicable rules.

ZOO’s gift cards are valid for a period of 3 years from the date of issuance in accordance with the general rules of Danish law on time limitation.

ZOO’s gift cards are bearer instruments. You are liable for any abuse of the gift card voucher and the final gift card, so please take the necessary precautions. ZOO has no obligation to cover any theft or abuse. ZOO’s gift cards can be purchased at the ZOO and some selected business partners. If ZOO’s gift cards are purchased from a third party, the terms and conditions of such third party also apply. ZOO also cooperates with third parties who issue their own gift cards that can be used at ZOO.

ZOO tickets and/or gift card vouchers, Zoo Card voucher will be forwarded to the stated email address shortly after we have received your order – normally within 10 minutes. ZOO accepts no liability for delays in delivery due to technical problems, the customer’s own spam filter or incorrect email address. No fees will be added for sending the documents.

When a donor supports ZOO through a recurring donation agreement, ZOO is authorised to withdraw the selected amount once a month on the 1st. In case of one-time donations, the amount is only withdrawn once.

ZOO regularly holds different events with special experiences, including Close to the Animals experiences, Zoocamp, children’s birthdays and guided tours for private individuals. ZOO determines the time and detailed frames and conditions for the individual events, and ZOO is entitled to exclude persons from participating in events if they do not comply with the frames and conditions, including if the registered participants do not live up to the age limits determined for the event.

Unless otherwise agreed with ZOO, it is not possible to change the event, including change the time, cancel the registration or the agreement on the event, reduce the number of participants or receive refund of the payment for the event. It is possible to add more participants after the purchase has been completed, no later than three days before the children’s birthday takes place. This can be done by contacting the booking department at booking@zoo.dk, stating the number of additional participants and the order number for the birthday. Once the booking department has confirmed the final number of participants, the guest must report to the Entrance on the day of the birthday and pay for the added guests.

In connection with events ZOO’s staff may in some cases take photos which will subsequently be shared with the participants and the parents of the participants (for Zoocamp and children’s birthdays where the participants are children). 

Payment can be made by Dankort, VISA/Dankort, Eurocard, Mastercard, VISA, VISA Elektron, Maestro, JCB and Forbrugsforeningskort (”cooperative society cards”) (Forbrugsforeningen only for tickets and Zoo Cards at full price in accordance with the terms and conditions applicable at any time of Forbrugsforeningena).

Credit card transactions take place on a separate secure server with full encryption of all credit card information. ZOO cooperates with Farpay to ensure a secure payment solution. This solution meets all Danish Payments system (PBS) requirements for secure payment solutions.

In case of natural disasters, fire, strikes, industrial conflicts, lockout, orders from public authorities, war, rebellion, pandemics, epidemics or other similar extraordinary events outside the control of a ZOO, also including illness and epidemics among animals and animal welfare considerations, ZOO is, at ZOO’s discretion and without liability to pay damages, entitled to make cancellations, restrictions in or other changes of agreements and commitments entered into, also regarding events.

Because ZOO works with live animals, ZOO reserves the right to make changes in ZOO activities, including closing ZOO, closing areas in ZOO or limit the number of visitors at specific times etc., if ZOO

finds this necessary or expedient due to ZOO’s activities. ZOO’s contracting partners are not entitled to claim damages or compensation due to such measures.

The customer is liable for damages to ZOO’s property and inventory in accordance with the general rules of Danish law and is responsible for complying with the current rules and regulations of ZOO, which can be read here. As regards damages the customer shall replace the damaged items pursuant to claims put forward by ZOO. The customer shall also ensure mandatory industrial injury insurance for its employees in connection with events held at ZOO. ZOO is liable for damages to guests or the belongings of guests in accordance with the general rules under Danish law and may under no circumstances be held liable for damages suffered due to accidents. Nor can ZOO be held liable for indirect losses regardless of the nature of such.

On some of the above-mentioned cards ZOO pays a fee for the credit card acquirer for procuring the transactions. ZOO passes this fee on to the cardholder.

ZOO reserves the right to amend these terms of business at any time. Announcements will take place on http://www.zoo.dk.

By online purchase of such services that are comprised by the statutory right of cancellation, the following applies:

· You are entitled to cancel the agreement without stating the reason within 14 days, provided that the product or service has not been used. The right of cancellation period expires 14 days after the day when you or your representative took physical possession of the products. In order to exercise the right of cancellation, you must inform us of your decision to cancel the agreement in an unequivocal statement (e.g. by letter or email). In such case, our contact data is ZOO’s postal address or: zoo@zoo.dk

· The cancellation deadline has been met if you send your notification regarding exercise of the right of cancellation before the right of cancellation period has expired.

· If you exercise your right of cancellation, we will refund all payments received from you, including delivery costs, without undue delay and in any case no later than 14 days from the date on which we have received your notification that you wish to cancel the agreement. We make the refund with the same means of payment that you used for the original transaction, unless you have expressly accepted otherwise. In any case, no fees are charged to you as a result of the repayment. We are entitled to retain payment until we have received the Zoo Card

voucher or the gift card. Return or delivery must take place to the address Roskildevej 32, 2000 Frederiksberg. Return must take place without undue delay and no later than 14 days from the date when you informed us of your exercise of the right of cancellation. The deadline has been met if you return the Zoo Card voucher/gift card before the expiry of the 14 day period. You shall pay the direct expenses in connection with the return. The expenses are not expected to exceed approx. DKK 75.

· Tickets bought online are not covered by the right of cancellation and are non-refundable.

All disputes are settled subject to Danish law and with the District Court of Frederiksberg as the venue.

You are entitled to file a complaint about a product or service bought from us to the Complaints Board of the Danish Competition and Consumer Authority, Carl Jacobsens Vej 35, 2500 Valby. You can make your complaint to the Complaints Board via www.forbrug.dk. You can also use the online complaints portal of the European Commission when filing a complaint. This is particularly relevant if you are a consumer resident in another EU country. Complaints can be filed here - ec.europa.eu/odr. When filing a complaint you must state our email address zoo@zoo.dk.

See how ZOO processes personal data here.

Any questions or complaints can be directed to:

Email: zoo@zoo.dk

Tel. +45 72 200 200

You are doing business with:

Copenhagen ZOO

Roskildevej 38

2000 Frederiksberg

Company registration (CVR) no. 40482512