Bespoke Tours terms and conditions

  • Whilst every effort will be made to accommodate participants on their preferred date, we cannot guarantee the first choice of date will be available. 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
  • RZSS reserves the right to alter the experience on any given day due to animal welfare, health issues or change in the zoo's collection, but will ensure the activity will be replaced with another similar activity
  • 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. If RZSS cancels your experience and no other dates can be offered, a full refund will be given at the discretion of RZSS
  • RZSS reserves the right to cancel your experience if you do not show for your booked experience or arrive at the meeting point more than 30 minutes after your pre-booked experience time
  • A Bespoke Tour cannot be rescheduled without at least 14 days' notice before the booked date. Only exceptional circumstances will be considered for a change of date meaning illness/injury, bereavement or severe travel delays. 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
  • We require at least seven days' notice to confirm your booking
  • Your experience is not confirmed as booked until you receive the confirmation PDF and instruction letter 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
  • Bespoke Tours are subject to health and safety restrictions. It is the purchaser/participant's responsibility to check the participant (and accompanying adults where applicable) fit these criteria prior to booking: 
    • Full-length wellies and long trousers must be worn by all participants and accompanying adults for duration of the experience
    • All participants and accompanying adults must have an up-to-date tetanus vaccination prior to the experience
    • Any sickness of the participant must be disclosed to the keepers at the start of the experience
  • 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 reasons this is not always possible. Please contact RZSS on for advice before purchase or booking
  • Participants are also subject to the terms and conditions of entry to Edinburgh Zoo available online here: 


  • 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 the GDPR. You can see more details of the data we collect in Section 6 of our Privacy Policy.