Legal Information

By purchasing your tickets online, you are deemed to have accepted the Zoo terms and conditions of entry https://www.alainzoo.com/en/legal#entry-terms.

To use tickets purchased on this Website, at the time of entry you must produce:

• e-ticket (electronic form or printed copy); and
• the credit card used to purchase the tickets or valid government issued ID matching the name listed on the booking.

Purchases must be made using a credit card and will be charged in United Arab Emirates Dirhams.

For any information regarding the processing of personal data please refer to https://www.alainzoo.com/en/legal#privacy-policy

Tickets purchased on this Website will be delivered via email to the email address supplied by the purchaser. If this email is not received, please contact us at (800 555 or +97137992000)

The tickets are non-exchangeable and non-refundable. These tickets are void if re-sold, transferred, altered, or damaged.

Tickets shall be void if altered or if they are exchanged, transferred, or resold except by licensed distributors as preapproved by us in writing.

If you purchase products or services other than tickets on this Website, additional terms and conditions may apply. You will have the opportunity to review these prior to confirming your booking.

All tickets purchased are non-refundable, non-transferable, non-changeable, and non-exchangeable.

This ticket grants one adult general admission entry to Al Ain Zoo (the “Zoo”). This ticket is the property of the Zoo and entry and use of the Zoo are subject to specific product terms and conditions, Zoo terms of entry, and the following:

• This ticket is for guests aged 12 years and above.
• This ticket is valid only for the date as mentioned on the ticket. 
• Ticket price is inclusive of tax. 
• All guests must present a valid government issued ID upon entry to verify age if requested.
• Change and cancellation policy:
• Once purchased, tickets cannot be cancelled or changed.
• All tickets are non-refundable and non-exchangeable.
• Regular Zoo operating hours are subject to change without prior notice. Please visit our website to check the operating hours.
• Children aged 12 years and under must be accompanied by a responsible adult over the age of 18 holding a valid admission ticket and if the child is aged 3 to 12 years old (both ages inclusive) they must hold their own valid admission ticket. 
• Guests aged 3 years and under can enter the Zoo for free but must be accompanied by a responsible adult over the age of 18 holding a valid admission ticket. Government issued photo ID may be required as proof of age. 
• Admission and use of the Zoo is at your sole risk and, to the maximum extent permitted by law, we accept no liability for loss, injury or damage sustained at the Zoo. The experiences feature different conditions and terrain, which may not be suitable for all guests. You have a duty to take reasonable steps to familiarise yourself with risks at the Zoo and ensure your own safety (and minors in your care) while at the Zoo, taking into account any medical conditions and/or accessibility limitations you or they may have.
• Outside food  for feeding the animals cannot be brought into the Zoo.
• You must comply with all experience rules and follow our instructions at the Zoo.
• You must comply with all health and safety measures applicable during your visit.
• You must at all times adhere to UAE morals and/or cultural values during your visit to the Zoo.
• People of Determination: health and safety restrictions may limit your access to certain experiences at the Zoo.
• This ticket is non-exchangeable, non-refundable and not for resale. This ticket is void if re-sold, transferred, altered or damaged.
• Only third parties specifically authorised by us in writing may re-sell or transfer this ticket. Tickets purchased fraudulently, or from an unauthorised third party are void, and are purchased at your own risk without compensation or refund.
• Certain experiences, attractions, zones and/or outlets may be unavailable during your visit.
• If you fail to comply with these rules, it may result in you, your entire group and/or any offending personnel being removed from the Zoo, denied re-entry and/or banned from admission to the Zoo (temporarily or permanently) without liability.
• Admission to the Zoo is subject to all entry terms and conditions: https://www.alainzoo.com/en/legal#entry-terms 
• In case of non compliance with the applicable terms, we may deny admission or remove you from the Zoo for any reason without any right of a refund.

This ticket grants one child general admission entry to Al Ain Zoo (the “Zoo”). This ticket is the property of the Zoo and entry and use of the Zoo are subject to specific product terms and conditions, Zoo terms of entry, and the following:

• This is a ticket for a child only (aged 3 to 11 years). Government issued ‎photo ID may be required as proof of age.‎
• This ticket is valid only for the date mentioned on the ticket.
• Ticket price is inclusive of tax.
• All guests must present a valid government issued ID upon entry to verify age if requested.
• Change and cancellation policy:
  • Once purchased, tickets cannot be cancelled or changed.
  • All tickets are non-refundable and non-exchangeable.
• Regular Zoo operating hours are subject to change without prior notice. Please visit our website to check the operating hours.
• Children aged 12 years and under must be accompanied by a responsible adult over the age of 18 holding a valid admission ticket and if the child is aged 3 to 12 years old, they must hold their own valid admission ticket.
• Guests aged 3 years and under can enter the Zoo for free but must be accompanied by a responsible adult over the age of 18 years holding a valid admission ticket. Government issued photo ID may be required as proof of age.
• Admission and use of the Zoo is at your sole risk and, to the maximum extent permitted by law, we accept no liability for loss, injury or damage sustained at the Zoo. The experiences feature different conditions and terrain, which may not be suitable for all guests. You have a duty to take reasonable steps to familiarise yourself with risks at the Zoo and ensure your own safety (and minors in your care) while at the Zoo, taking into account any medical conditions and/or accessibility limitations you or they may have.
• Outside food  for feeding the animals cannot be brought into the Zoo.
• You must comply with all experience rules and follow our instructions at the Zoo.
• You must comply with all health and safety measures applicable during your visit.
• You must at all times adhere to UAE morals and/or cultural values during your visit to the Zoo.
• People of Determination: health and safety restrictions may limit your access to certain experiences at the Zoo.
• This ticket is non-exchangeable, non-refundable and not for resale. This ticket is void if re-sold, transferred, altered or damaged.
• Only third parties specifically authorised by us in writing may re-sell or transfer this ticket. Tickets purchased fraudulently, or from an unauthorised third party are void, and are purchased at your own risk without compensation or refund.
• Certain experiences, attractions, zones and/or outlets may be unavailable during your visit.
• If you fail to comply with these rules, it may result in you, your entire group and/or any offending personnel being removed from the Zoo, denied re-entry and/or banned from admission to the Zoo (temporarily or permanently) without liability.
• Admission to the Zoo is subject to all entry terms and conditions: https://www.alainzoo.com/en/legal#entry-terms
• In case of non compliance with the applicable terms, we may deny admission or remove you from the Zoo for any reason without any right of a refund.

This package offers 1 adult general admission ticket to the Zoo and shared shuttle transportation within the Zoo on a hop-on hop-off basis.

• This package can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter.
• This ticket is valid only for the date and admission time specified, as applicable to this ticket category. Usage outside the designated time is not permitted.
• Shuttle transportation is available daily, with limited seats. No prior bookings are required, however, seats are subject to availability.
• Shuttle services run on a fixed route and fixed timetable from the Zoo opening to closure time.
• Guests are required to present their ticket/voucher at the designated shuttle counters at the Zoo for obtaining a wristband for availing the shuttle services. Please note that no shuttle services will be provided without an individual wristband for every person intending to avail the shuttle services.

• This package is priced per person in a shared shuttle with other guests.
• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid ticket.

Important Notes

• The Shuttle services may be in open buggies or closed buses depending on the availability.
• The Zoo reserves the right to cancel or reschedule the shuttles due to availability, inclement weather,  or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators, affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

This package offers 1 junior general admission ticket to the Zoo and shared shuttle transportation within the Zoo on a hop-on hop-off basis.

• This package can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter.
• This ticket is valid only for the date and admission time specified, as applicable to this ticket category. Usage outside the designated time is not permitted.
• Shuttle transportation is available daily, with limited seats. No prior bookings are required, however, seats are subject to availability.
• Shuttle services run on a fixed route and fixed timetable from the Zoo opening to closure time.
• Guests are required to present their ticket/voucher at the designated shuttle counters at the Zoo for obtaining a wristband for availing the shuttle services. Please note that no shuttle services will be provided without an individual wristband for every person intending to avail the shuttle services.

• This package is priced per person in a shared shuttle with other guests.
• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid ticket.

Important Notes:

• The Shuttle services may be in open buggies or closed buses depending on the availability.
• The Zoo reserves the right to cancel or reschedule the shuttles due to availability, inclement weather,  or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behaviour and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators, affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General:

• This experience package offers 1 general admission ticket to the Zoo and a shared guided safari tour in a safari truck.
• The experience lasts approximately 45 mins and includes a giraffe feeding activity, subject to animal availability on the day.
• Tours are conducted daily, with limited slots available. All bookings are subject to availability and can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter
• Guests are required to present their Safari Experience tickets/voucher at the ‘Safari portal’ area within the Zoo for availing the experience.
• This is a timed experience, hence please ensure that you and all members of your group arrive at least 15 minutes prior to your scheduled Safari Experience slot to allow for check-in and safety briefing. Late arrivals may result in forfeiture of the experience without refund or compensation.

Group Size & Eligibility

• This experience package is priced per person in a shared safari truck which accommodates a maximum of 20 guests.
• Children of any age count as one seat each and require an individual safari experience ticket.
• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid safari experience ticket.

Safari Guidelines

• All guests must remain seated with seatbelts fastened throughout the tour.
• No eating or drinking is permitted within the safari vehicle.
• No disembarking from the vehicle is permitted at any point during the safari.
• Feeding, touching, loud noises or disturbing the animals is strictly prohibited, except during the designated giraffe feeding session under Zoo staff supervision.
• Guests are only permitted to feed giraffes with animal feed provided by the Zoo.
• Throwing objects or engaging in behavior that may distress animals is not permitted under any circumstances.
• Children must be supervised at all times.
• Guests must follow all safety instructions provided by the Zoo Safari guides at all times.
• Failure to comply may result in immediate termination of the experience without refund or compensation.

Important Notes

• All animal experiences including the giraffe feeding experience is subject to animal availability and response and may be modified or omitted based on animal welfare behaviour, or environmental considerations.
• The Zoo reserves the right to cancel or reschedule the experience due to availability, inclement weather, animal health, or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the safari experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators,  affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

• This experience package offers 6 general admission tickets to the Zoo and a private guided SUV safari tour for up to 6 guests in a dedicated SUV.
• The Safari SUV Experience lasts approximately 45 minutes and includes a giraffe feeding activity, subject to animal availability on the day.
• Tours are conducted daily, with limited slots available. All bookings are subject to availability and can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter
• Guests are required to present their Safari Experience tickets/voucher at the ‘Safari portal’ area within the Zoo for availing the experience.
• This is a timed experience, hence please ensure that you and all members of your group arrive at least 15 minutes prior to your scheduled Safari experience slot to allow for check-in and safety briefing. Late arrivals may result in forfeiture of the experience without refund or compensation.

Group Size & Eligibility

• The Safari SUV Experience ‎is priced per vehicle, accommodating up to 6 guests, including children.
• Children of any age count as one seat each and require an individual safari experience ticket.
• Children under 12 years of age must be accompanied by an adult aged 18 or older.
• Smaller groups are welcome; the experience remains private and will not be shared with other guests.

Safari Guidelines

• All guests must remain seated with seatbelts fastened throughout the tour.
• No eating or drinking is permitted within the safari vehicle.
• No disembarking from the vehicle is permitted at any point during the safari.
• Feeding, touching, loud noises or disturbing the animals is strictly prohibited, except during the designated giraffe feeding session under Zoo staff supervision.
• Guests are only permitted to feed giraffes with animal feed provided by the Zoo.
• Throwing objects or engaging in behavior that may distress animals is not permitted under any circumstances.
• Children must be supervised at all times.
• Guests must follow all safety instructions provided by the Zoo Safari guides at all times.
• Failure to comply may result in immediate termination of the experience without refund or compensation.

Important Notes

• All animal experiences including the giraffe feeding experience is subject to animal availability and response and may be modified or omitted based on animal welfare behaviour, or environmental considerations.
• The Zoo reserves the right to cancel or reschedule the experience due to availability, inclement weather, animal health, or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the safari experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators,  affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

Ahlan Individual Package is an add-on package for additional individual packages for a group who has already purchased Ahlan Group Package for 6 guests and wishes to purchase additional package for other members of their group.

General

• This package offers 1 general admission ticket to the Zoo, private guided tour of the Zoo for 1.5 hours, a VIP shuttle service, one refreshment,  and giraffe feeding experience for 1 guest.
• Note that this package does not include any safari experiences and the tickets for the same will need to be purchased additionally.
• Tours are conducted daily, with limited slots available. All bookings are subject to availability and can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter
• Guests are required to present their tickets/voucher at the ‘Guest Services counter’ within the Zoo for availing the services under this package.
• Guests must follow all safety instructions provided by the Zoo guides at all times.
• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid experience ticket.

Important Notes

• All animal experiences including the giraffe feeding experience is subject to animal availability and response and may be modified or omitted based on animal welfare behaviour, or environmental considerations.
• The Zoo reserves the right to cancel or reschedule the experience due to availability, inclement weather, animal health, or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the  experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators,  affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-termsand https://www.alainzoo.com/en/legal#ticket-termsshall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

• This package offers 6 general admission tickets to the Zoo, a private guided tour of the Zoo for 1.5 hours and a VIP shuttle service, one refreshment, and giraffe feeding experience for up to maximum of 6 guests. Smaller groups are welcome within the same package price; the experience remains private and will not be shared with other guests.
• For any additional guests, a separate add on package needs to be purchased.
• Note that this package does not include any safari experiences and the tickets for the same will need to be purchased additionally at the Zoo’s ticketing counter.
• Tours are conducted daily, with limited slots available. All bookings are subject to availability and can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter
• Guests are required to present their tickets/voucher at the ‘Guest Services counter’ within the Zoo for availing the services under this package.
• Guests must follow all safety instructions provided by the Zoo guides at all times.
• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid safari experience ticket.

• All animal experiences including the giraffe feeding experience is subject to animal availability and response and may be modified or omitted based on animal welfare behaviour, or environmental considerations.
• The Zoo reserves the right to cancel or reschedule the experience due to availability, inclement weather, animal health, or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the safari experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators,  affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

• This package offers:
  • 6 general admission tickets to the Zoo,
  • private guided SUV safari tour in a dedicated SUV,
  • private guided tour of the Zoo for 3 hours
  • VIP shuttle service (Ahlan buggy)
  • VIP lounge at Al Maha Majlis access including a 4 course meal,
  • Sheikh Zayed Desert Learning Centre tour
  • Lemur walk (subject to animal availability)
  • Dedicated priority parking
  • for up to 6 guests.

• The private guided tour ‎and the SUV Safari Experience must be booked at least 2 days in advance via our official Zoo website or via the Zoo ticketing counter. All bookings including are subject to availability.
• Guided tours and SUV Safari Experiences are conducted daily, with limited slots available.
• Guests are required to present their tickets/voucher at the ‘Guest Services counter’ at the Al Maha Royal Lounge within the Zoo for availing the services under this package.
• The Safari SUV Experience lasts approximately 45 mins and includes a giraffe feeding activity, subject to animal availability on the day.

Group Size & Eligibility

• This package accommodates up to 6 guests, including children. Smaller groups are welcome; the experience remains private and will not be shared with other guests.
• Children of any age count as one seat each and require an individual safari experience ticket.
• Children under 12 years of age must be accompanied by an adult aged 18 or older.

Safari Guidelines

• All guests must remain seated with seatbelts fastened throughout the tour.
• No eating or drinking is permitted within the safari vehicle.
• No disembarking from the vehicle is permitted at any point during the safari.
• Feeding, touching, loud noises or disturbing the animals is strictly prohibited, except during the designated giraffe feeding session under Zoo staff supervision.
• Guests are only permitted to feed giraffes with animal feed provided by the Zoo.
• Throwing objects or engaging in behavior that may distress animals is not permitted under any circumstances.
• Children must be supervised at all times.
• Guests must follow all safety instructions provided by the Zoo Safari guides at all times.
• Failure to comply may result in immediate termination of the experience without refund or compensation.

Important Notes

• All animal experiences including the giraffe feeding experience is subject to animal availability and response and may be modified or omitted based on animal welfare behaviour, or environmental considerations.
• The Zoo reserves the right to cancel or reschedule the experience due to availability, inclement weather, animal health, or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the safari experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators,  affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

• This ticket offers shared shuttle transportation for 1 adult (guests aged 12 and above) within the Zoo on a hop-on, hop-off basis.

• This ticket can be purchased in advance via our official Zoo website, as well as at the Zoo ticketing counter

• This ticket is valid only for the date and admission time specified, as applicable to this ticket category. Usage outside the designated time is not permitted.

• Shuttle transportation is available daily, with limited seats. No prior bookings are required; however, seats are subject to availability.

• Shuttle services run on a fixed route and fixed timetable from the Zoo's opening to its closure time.

• Guests are required to present their ticket/voucher at the designated shuttle counters at the Zoo to obtain a wristband for availing the shuttle services. Please note that no shuttle services will be provided without an individual wristband for every person intending to avail the shuttle services.

• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid ticket.

Important Notes

• The Shuttle services may be in open buggies or closed buses, depending on availability.

• The Zoo reserves the right to cancel or reschedule the shuttles due to availability, inclement weather,  or operational requirements.

• Guests who fail to comply with safety protocols may be asked to leave the experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behavior and outdoor environments. I voluntarily assume all risks related to this experience, and I hereby release and hold harmless the Zoo, its operators, affiliates, staff, agents, and representatives from all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

This ticket offers 1 junior (guests between 3 to 11 years) shared shuttle transportation within the Zoo on a hop-on hop-off basis.

• This ticket can be purchased in advance via our official Zoo website as well as at the Zoo ticketing counter
• This ticket is valid only for the date and admission time specified, as applicable to this ticket category. Usage outside the designated time is not permitted.
• Shuttle transportation is available daily, with limited seats. No prior bookings are required, however, seats are subject to availability.
• Shuttle services run on a fixed route and fixed timetable from the Zoo opening to closure time.
• Guests are required to present their ticket/voucher at the designated shuttle counters at the Zoo for obtaining a wristband for availing the shuttle services. Please note that no shuttle services will be provided without an individual wristband for every person intending to avail the shuttle services.

• Children under 12 years of age must be accompanied by an adult aged 18 or older holding a valid ticket.

Important Notes

• The Shuttle services may be in open buggies or closed buses depending on the availability.
• The Zoo reserves the right to cancel or reschedule the shuttles due to availability, inclement weather,  or operational requirements.
• Guests who fail to comply with safety protocols may be asked to leave the experience without any compensation or refund.

By participating in the experiences offered by the Zoo, all guests acknowledge and agree that while safety measures are in place, there are inherent risks associated with animal behaviour and outdoor environments. I voluntarily assume all risks related to this experience and I hereby release and hold harmless the Zoo, its operators, affiliates, staff, agents, and representatives from any and all liability, claims, demands, or causes of action that may arise from injury, illness, damage, or loss incurred during or as a result of our participation.

In addition to the above terms, Al Ain Zoo Entry Terms and ticket terms found at https://www.alainzoo.com/en/legal#entry-terms and https://www.alainzoo.com/en/legal#ticket-terms shall apply.

I acknowledge that I have read, understood, and agreed to the above.

General

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions, which together with our privacy policy, a copy of which is available here: https://www.alainzoo.com/en/legal#privacy-policy govern our relationship with you in relation to this website. If you do not agree to any of these terms and conditions, you must not use this website.

About Us

The domain http://www.alainzoo.com/  (this “Website”) is operated and managed by the operator appointed by the Zoo & Aquarium Public Institution in Al Ain‎ (ZAPIA)‎, which is referred to herein “us” or “we”. The term “you” refers to the user or viewer of this website.

Address & Contact Details

Al Ain Zoo
Al Ain, United Arab Emirates
PO Box 1204
Email: info@alainzoo.ae
Local Number: 800 966
International Number: +97137992000

Copyright Notice

The website content constitutes copyrighted property which is owned by or licensed to ZAPIA and/or its operators. All rights in this Website domain name and all Website content are reserved. You may not, except with express written permission of the copyright owner(s), distribute, reproduce or commercially exploit any Website content.

Prohibited Uses

You may not use this Website:

• in any way that breaches any applicable local, national or international law or regulation;

• in any way that is fraudulent, or has any fraudulent purpose or effect;

• to transmit, or procure the sending of, any unsolicited or unauthorized advertising or promotional material or any other form of similar solicitation (spam);

• to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware (each a “Virus”);

• to reproduce, duplicate, copy or resell any part of this Website;

• to access, interfere with, damage or disrupt any part of this Website, any equipment or network on which this Website is stored, any software used in the provision of this Website, or any equipment or network or software owned or used by any third party, each of which is a “Prohibited Use”.

Social Media Rules

The Zoo’s social media pages are intended for you, so that you can come and join the conversation, connect with other people and have fun sharing your thoughts and ideas. We want our online communities to be a place where everyone can feel comfortable, which means that there are rules of play. To ensure that visitors of our social media pages may enjoy a positive experience we ask that you do not send, post, upload, use or reuse any content or comments (including photos and videos) which may be:

• a violation of the terms and policies of the social media site concerned;

• threatening, harassing, abusive, violent, inciting of violence or otherwise inflammatory;

• encouraging of conduct that would be considered a criminal offence;

• discriminatory, racist, sexually explicit, vulgar or offensive to other cultures;

• unlawful;

• promotional information, including links to third parties or their products or services

• political or religious activism;

• infringing on any intellectual property, privacy, or publicity rights;

• a solicitation of any personal or private information from any individual;

• defamatory;

• false, fraudulent or misleading;

• spam, corrupt or containing Viruses;

• off topic or unrelated to the Zoo; or

• otherwise inappropriate for our social media communities.

Terms of Use

Your use of any information or materials on this Website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products or information available through this Website meet your specific requirements.

Your use of this Website, these Website Terms and Conditions, all other policies and terms and conditions related to this Website and any dispute arising out of any of the forgoing are subject to the laws of the United Arab Emirates.

We may change the content of this Website and these Website Terms and Conditions (in whole or part) at any time and without prior notification. You are expected to check this page from time to time to take notice of any such changes, as they are legally binding on you. Certain software may be required to access or use this Website or to electronically open tickets purchased via this Website. We will not be liable to any user for any loss or damage caused by such software or arising from any inability to access this Website or tickets which is related to such software.

We assume no responsibility for the content of websites linked on this Website. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

To the extent permitted by law, we exclude all express and implied warranties, representations and guarantees which may apply to this Website or any content on it or any products available through it, including with respect to the accuracy, timeliness, performance, completeness or suitability of the products, information and materials found or offered on this Website for any particular purpose. WE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE, INCLUDING ANY LOSS OF PROFIT, LOSS OF BUSINESS, BUSINESS INTERRUPTION OR LOSS OF BUSINESS OPPORTUNITY, ARISING IN CONNECTION WITH: (I) USE OF, OR INABILITY TO USE, THIS WEBSITE; (II) ANY DELAYED OR FAILED PURCHASE OR DELIVERY OF TICKETS; (III) USE OF OR RELIANCE ON ANY CONTENT DISPLAYED ON THIS WEBSITE; OR (IV) ANY VIRUS THAT MAY INFECT YOUR COMPUTER EQUIPMENT, COMPUTER PROGRAMS, DATA OR OTHER PROPRIETARY MATERIAL DUE TO YOUR USE OF THIS WEBSITE OR TO YOUR DOWNLOADING OF ANY CONTENT ON IT, OR ON ANY WEBSITE LINKED TO IT.

You undertake to indemnify, protect, release, hold harmless and keep indemnified the Zoo , its operator and its affiliates, associated entities and their respective officers, directors, managers, employees and agents from and against all or any costs (including legal and professional costs and expenses), fees, claims, demands, suits, proceedings, actions, expenses, loss and damage arising from any use of this Website by you, any breach or non-compliance with applicable terms and conditions by you and any claims by any party related to or arising from the actual, intended or promised exchange, transfer or resale of tickets by you. All indemnified claims shall be defended or settled by us or our operator or its associated entities. At our sole discretion, you may be allowed reasonable participation in the defence of any such claims or settlement discussions.

Each paragraph of these Website Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with these Website Terms and Conditions.

This Website will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

You may not assign, sub-license, sub-contract, transfer or otherwise dispose of any of your rights or obligations under these Website Terms and Conditions without our prior consent.

These Website Terms and Conditions (together with any specific terms and conditions referred to within them) contain the whole agreement between us relating to your right to use the Website and supersede all previous agreements between us relating to it. You acknowledge that in agreeing to these Website Terms and Conditions you have not relied on any representation, warranty or other assurance except those set out in these Website Terms and Conditions.

The Website is made available free of charge. We do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Website for business and operational reasons. You are also responsible for ensuring that all persons who access our Website through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

We may provide a translation of the English version of the Website and Website Terms and Conditions into other languages. Any translation of the Website and Website Terms and Conditions into other languages is for your convenience only and the English version governs the terms of your relationship with us. Furthermore, if there are any inconsistencies between the English version of the Website and Website Terms and Conditions and any translation, the English version of the Website and Website Terms and Conditions shall prevail.

Any promotions or discounts offered in connection with the Website or its services are at our discretion and are subject to any specific promotion or discount terms and conditions. We may amend or withdraw such promotions or discounts or their terms and conditions at any time.

We do not necessarily endorse and is not responsible for the accuracy of any remarks, opinions, comments, suggestions and other information expressed or included in user comments and posts on our social media pages.

We are under no obligation to oversee, monitor or moderate any of our social media pages. You are solely responsible for the content of your comments and posts on our social media pages. The use of any of our social media pages by a minor is subject to the consent of their parent or guardian.

Should you find any content or comments posted on our social media pages which you believe is not in accordance with either these Website Terms and Conditions then please report it to us here: info@alainzoo.ae. Finally, please be aware that we reserve the right to use, copy, distribute and/or disclose without compensation to you any content or comments that you post on our social media pages, including any ideas or information relating to the Zoo’s products.

You represent and warrant that you own or have the necessary rights and permissions to use and exploit, and to authorise us to use and exploit, any content or comments that you post on our social media pages. You agree not to enforce any moral or ancillary rights in or to such content or comments against us or our authorised users. We are excited to have you in our social media community and we look forward to hearing your thoughts!

General

We look forward to welcoming you to Al Ain Zoo, Al Ain, United Arab Emirates (the ‘Zoo’).

For our guests’ safety and enjoyment, entry to the Zoo is conditional upon acceptance of these terms and conditions (“Terms”). By purchasing a ticket and entering the Zoo, you are deemed to accept these Terms. Entry to and the use of the Zoo is subject to these terms and conditions and those set out below:

Definitions

The following words and expressions have the following meanings unless content requires otherwise:

1. ‘Zoo’ means as defined above

2. ‘you’ or ‘your’ refers to the guests at the Zoo

3. ‘we’, ‘our’, or ‘us’ means Zoo & Aquarium Public Institution in Al Ain‎ (ZAPIA) and any operator of the Zoo appointed by ZAPIA.

Ticketing Criteria:

Children under 3 years of age can enter the Zoo for free, along with a responsible adult over 18 years holding a valid ticket.

Children between the age of 3 to 12 years need to hold a valid child ticket and have to be accompanied by a responsible adult over 18 years holding a valid ticket.

Guests above 12 years of age need to hold a valid adult ticket. 

Guests above 60 years of age can enter the Zoo for free.

People of Determination (POD) can enter the Zoo for free, along with one accompanying caregiver adult.

We reserve the right to request for a government issued photo ID for age or POD status verification purposes.

Validity of Tickets 

Any ticket purchased is valid for the date mentioned on the ticket.

Refund/Cancellation and Change Policy

All tickets purchased are non-refundable, non-transferable, non-changeable and non-exchangeable. 

Tickets

1. This ticket entitles you to enter the Zoo.  Individuals entering the Zoo must hold a valid ticket which has been obtained from us either at the ticket counter at the Zoo, our website or an authorised third-party ticket reseller.

2.  The ticket remain our property and are not for re-sale, are non-refundable, non-transferable, and shall not be exchanged for commercial gain. Tickets are void if altered.

3.  Non-dated tickets do not guarantee entry and are valid for the period mentioned on the ticket.

4.  You will need to present the original ticket or online e-ticket in order to gain entry into the Zoo.

5.  Your ticket is personal to you and may not be shared with others. The ticket is not valid for special events that require a separate admission charge. Tickets must be presented for re-entry to the Zoo on the same day 

6.  Tickets should be retained and shown for inspection upon demand. You may be requested to show a valid ID for age verification purposes.

7.  If tickets are bought on behalf of other guests (for example, group bookings), the buyer accepts these terms and conditions on behalf of every guest and shall ensure that these terms and conditions are complied with by each person in the group. If you are an adult supervising minor children in the Zoo then you accept these terms and conditions on behalf of those minors.

8.  If you resell a ticket without our express consent, it will be void. By purchasing a ticket you agree that the tickets are for the personal use of you and your party only, and will not be resold or transferred.

9. Terms and conditions relating to ticket categories are available at https://www.alainzoo.ae/#ticket-terms.

At the Zoo

1. The standard operating hours of the Zoo are set out on our website. Operating hours are subject to change without prior notification to you.

2. All bags and personal belongings of the guests shall be subject to screening by the security personnel at the Zoo prior to entry and we may request you to discard certain items if such items are restricted to be carried inside the Zoo as mentioned hereinafter. 

3. All guests are requested to respect our Zoo and the animals. We do not permit the following within the Zoo:

   •  Outside food  for feeding the animals 

   • Fighting or abusive language

   • Smoking in non-designated smoking areas

   • Unruly behavior

   • Running, jumping, climbing or crossing fences or barriers

   • Intoxication

   • Queue jumping

   • Sitting, leaning, or placing children on fences or barriers

   • Entering animal exhibits and  habitats without our consent

   • Teasing animals or throwing any items into the animal exhibits or habitats

   • Unsupervised children

   • Feeding animals with any food purchased outside of our feeding stations

   • Potentially dangerous items such as items made of glass or with sharp edges, weapons of any kinds including toy weapons and stunguns

   • Coolers

   • Glass items, plastic cup lids, plastic straws, balls or balloons

   • Clothing with offensive language or content

   • Clothing that identifies the wearer as emergency personnel

   • Pets (except service animals in special cases that will be determined by us)

   • The use of two-wheeled, self-balancing electric vehicles such as Segways.

   • The use of recreational devices such as remote control drones, toys, scooters, inline skates, skateboards or shoe with built in wheels.

   • The sale of goods or services or the display of goods or services for sale.

   • Photography, videotaping, or recording of any kind for commercial purpose without our prior written approval.

   • Unlawful or immoral behaviour

4. We are not responsible for the loss or damage to any person or property.  All personal property is brought into the Zoo at the owner’s sole risk. As a convenience, strollers and wheelchairs are available for rent on a ‘first come first served’ basis, subject to availability and agreement to our terms of use. Strollers that do not fold up for easy storage may not be brought inside certain habitats; space may be made to leave them outside, but this is at your own risk. The Zoo is not responsible for lost, missing, or stolen personal property.

5. Entrance into any animal habitat, feeding or attempting to feed the animals or throwing any items at the animals, without the consent of an authorised representative of the Zoo, is strictly prohibited and may, in our sole discretion, result in you and your entire group being removed from the Zoo, denied re-entry and/or banned from admission to the Zoo (temporarily or permanently) without any compensation or refund.

6.  We reserve the right to deny admission for any reason. We reserve the right to remove guests from the Zoo if they fail to comply with these terms and conditions or any other applicable rules regulations, or instructions, without a refund or compensation. This is without prejudice to any claim that we might have against you or arising from your actions. If you are part of a group, we may apply such restrictions to all guests within the group.

7.  You must at all times adhere to UAE laws, morals and/or cultural values during your visit.

8.  Please read safety signs and follow the directions of our Zoo staff at all times. 

9.  Your dress and appearance must be suitable for a family zoo and in keeping with the culture and values of the United Arab Emirates.

10.  You must supervise children in your care and arrange a meeting place in case you should become separated.

11.  Smoking (references to which include electronic cigarettes) is not allowed inside the Zoo. You may only smoke in the designated areas outside.

12.  The safety and security of our guests and animals is of the utmost importance to us. By entering the Zoo, you consent to you and your belongings being subject to searches, screenings and/or security checks.

13.  You must not leave your belongings unattended in the Zoo. The Zoo is not responsible for lost, missing, or stolen personal property.

14.  Some experiences may contain elements that are not suitable for all guests. You should assess your comfort level and the comfort of any minors in your care before participating.

15. You accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any medical conditions you may have. Use of the Zoo is at your sole risk. We accept no responsibility for any, loss of or damage to personal property, personal injury or loss of life or property  sustained within the Zoo. You confirm that we are not liable for any such loss, injury or damage sustained by you or to your property and waive all claims against us in this respect, to the maximum extent permitted by UAE law.

Enjoying our Experiences

1. Transportation within the Zoo by buses, shuttles or buggies is available at an additional cost. Tickets can be purchased at the Zoo from the designated ticketing counters. 

2. Access to certain experiences at the Zoo is conditional on compliance with any eligibility criteria and entry/safety rules specific to that experience. 

3.  We reserve the right to deny admission to any of our experiences if we have reasonable belief that you cannot comply with eligibility criteria and entry/safety rules specific to that experience.

4. Certain experiences are not included in the ticket price and are subject to an additional ticket at an additional cost. 

5.  You (or your parent or legal guardian if you are a child) may be required to sign a waiver and/or disclaimer in order to participate in some of our experiences.

6. Guests with allergies should be aware that animals in the zoo consume a range of food including fruits, nuts, shellfish and fish daily. Please speak to a Zoo representative for more information on allergens present at the Zoo.

7. Guests in wheelchairs and/or Persons of Determination with accessibility limitations should note that they will have restricted accessibility to certain experiences.

8. Please  respect our animals well-being by not feeding them anything from outside and only feeding ‎them with Zoo-provided grasses and vegetables, where permitted.‎

9. All animal related experiences are subject to availability, animal health conditions and/or weather conditions.

Closures and Unavailability

1. Certain experiences, activities, habitats, exhibits, products, services and/or outlets may be unavailable during your visit.

2.  On certain days, we may operate a ‘Ladies only’ policy at the Zoo. Please check the Zoo website ahead of your visit check if a Ladies only door entry policy applies.

3.  Although we will use reasonable efforts to keep our website up to date with news, we reserve the right, without prior notice and without refund, liability or compensation, to change the operating hours of the Zoo or attraction, close any habitat or an area of the Zoo temporarily, restrict the number of persons having access to the Zoo, and/or suspend or cancel any attraction or entertainment program if we consider that the circumstances require. It is your responsibility to check the website and we cannot guarantee that it will inform you of all changes that may be relevant to your visit.

4.  You may not be able to gain access to the Zoo, or certain areas of the Zoo, during special events or private bookings.

Parking

1. We offer parking facilities for the use of our guests only.

2.  Vehicles may not be left overnight.

3.  Vehicles are parked at the owner’s risk.

Photography and Filming

1. Areas within the Zoo and its grounds are monitored by CCTV.

2.  We reserve the right to stop picture taking or video recording and confiscate any inappropriate material.

3. We may film, sound record or photograph public areas in the Zoo. By visiting and using the Zoo you understand and agree to the filming, sound recording and/or photography and possible subsequent exploitation/broadcasts/publication and you therefore agree (i) copyright in these materials rests with us or the authorised party as appropriate and (ii) that we or the authorised party may use, broadcast and exploit such images in any material in any format whatsoever. You may object to the use of your personal data in connection with any filming, sound recording and/or photography by making a specific request to info@alainzoo.ae. 

Liability

1. You accept that you have a duty to take reasonable steps to ensure the safety of the animals within the Zoo, other guests and your own safety. Entry into and use of the Zoo and its services/experiences is at your sole risk. We accept no responsibility for any loss, injury or damage sustained within the Zoo. You confirm that we,  including our operators, affiliates, owners, sponsors, lessors, licensors, staff agents or representatives are not responsible for any loss, injury or damage sustained by you, your family or to your property and waive all claims against us in this respect, to the maximum extent permitted by UAE law.

2.  Our liability to you is limited to the price of the entrance ticket.

3.  Liability for indirect, special or consequential losses is excluded.

4. We do not limit liability for death or personal injury caused by our negligence.

5. In the event of an unforeseen Zoo closure, or partial closure, we are not responsible for accommodation, travel or other costs you incur.

Right to Amend

We may amend these terms and conditions at any time, by updating this page. We recommend you check for updates regularly.

Governing Law and Jurisdiction

The laws of the United Arab Emirates as applicable in the Emirate of Abu Dhabi apply to your use of the Zoo. You agree to submit to the exclusive jurisdiction of the courts of Abu Dhabi.

What is our privacy policy about?

Here at Al Ain Zoo (also “Zoo”), your privacy is as important to us as caring for our animals. Just like we protect our wildlife, we’re committed to protecting your personal information. This is where we give you a behind-the-scenes look at how we collect, use, store, protect, and safely dispose of your data, whether you're booking a visit, joining an educational program, or interacting with us online.

We believe privacy should be simple, transparent, and respectful—just like your experience with us.

This Policy is additional to and is not intended to override other notices or policies we may provide to you or the terms of any contract that you have with us, or any rights you may have. 

Who are we?

Zoo & Aquarium Public Institution in Al Ain (hereafter referred to as “ZAPIA”, “we”, “our” or “us”) is an entity of the Government of the United Arab Emirates (‘UAE’), established and reorganized pursuant to Law 28 of 2007 Establishing the Dubai Economic Council. Al Ain Zoo is operated and managed by an operator appointed by ZAPIA.

ZAPIA address & contact details: 

Al Ain Zoo, Al Ain, United Arab Emirates
PO Box 1204
Email: info@zapia.adgov.gov.ae 
Local Number: 800 966
International Number: +97137992000

This website is managed and operated by an operator appointed by ZAPIA (the “Operator”). As the entities responsible for collecting your information when you use our websites or services, ZAPIA and the Operator are Data Controllers of your personal information. Our chosen operator, affiliates and partners may also be Data Controllers where they control the use or processing of your personal information. In certain limited circumstances, ZAPIA and the Operator may also be acting as a Data Processor for your personal information. 

What is personal information?

Personal information is any information that relates to you, either directly or indirectly – you, being a natural person – like your name, image, voice, ID number, or even those traits like your physiological, cultural or social characteristics, that make you unique! It also includes sensitive personal information. Basically, any information that helps us identify that it’s you! 

Sensitive information is any personal information about you that directly or indirectly reveals information about you including your family, ethnic origin, political or philosophical beliefs, religious beliefs, criminal record, biometric data or any data relating to your health, physical, psychological or mental well-being. We handle this information with utmost care where we may collect this information.

Personal information we collect from you and how we use it

Our Guests

Ordering tickets or experiences, or entering into a competition with us

When you’re purchasing Zoo tickets or experiences  directly from us, you will need to provide us with some basic personal information:  

• Full name
• Mobile number
• Email address
• Nationality
• Country of residence

We will use this information to create a record of you on our systems so that we can provide you with the services you have purchased and so that we know it’s you when you get to the Zoo. The same applies when tickets are purchased at the Zoo entrance. 

If you’ve decided to try your luck and entered into a competition, we will use this basic information to create a competition entry for you. We’ll use your contact information to contact you in the event that you have won a prize.

In addition to this basic personal information, there may be additional details collected, depending on the product or how you’re engaging with us. We have provided more details in the sections below. 

Using MyPass

MyPass is our central authentication service which allows you to seamlessly connect to different services without having to register each time, where the service is available. If you decide to join our MyPass family using our website, in addition to your basic information, we will also need your: 

• Age or date of birth
• Gender
• Preferred language
• Preferred communication channel
• Preferences or interests

Sharing this information with us is totally optional! But if you would like to personalise your profile and help us get to know you better, we’d like to know more! This information lets us tailor our services to you when you’re at the Zoo. We can also send you updates and offers that match your interests if you’ve given us your consent.  

When using MyPass, we will use your mobile ID, device type and other location-based data (where you have permitted collection of this in your chosen device settings) so that we can provide you our services in an effective, efficient way. The services or experiences that you purchase will also be associated with your MyPass account. 

Where you’ve given us the go-ahead, we will use your device coordinates to offer location-based services and features, including location-based reminders, exclusive promotions and safety alerts. 

If you choose to add your close family members to your MyPass profile, we will need their:

• Full names
• Dates of birth
• Relationship to you

Before you share anyone’s personal information with us, make sure you have their permission.

If you wish to log into your MyPass account using your Facebook, Google or Apple account details, those parties will receive information about your activity on our website. Al Ain Zoo does not control how these platforms use your personal information. For more details, please review their respective Privacy Policies at:

• www.facebook.com/policy
• www.policies.google.com
• www.apple.com/legal/privacy/en-ww

You information is retained with us for as long as your account is active and for a limited timeframe after closure to administer any requests concerning your account, or in accordance with our legal obligations including where it is necessary for the establishment, exercise or defence of legal claims. 

Registering for WIFI at our Destinations 

Need a dose of free WIFI whilst at one of our Destinations? You will need to create a MyPass account, register using our WIFI portal registration webpage with either your mobile number or email address or use your social media ID to log into our WIFI service.  Our WIFI services are powered by a third-party service provider to help keep you connected whilst you enjoy your time with us. 

We will use your information to authenticate you to the service, carry out analytics and a create a log of service usage activity so that we may monitor system performance, perform maintenance and for security purposes. 

When you connect to our service, we collect your mobile ID, device type and model, device serial number and MAC address; and other location-based data (where you have permitted collection of this in your chosen device settings) to allow you to connect seamlessly to the WIFI services. If you would like to turn off the auto-authentication, you can select ‘Forget this network’ from your WIFI or mobile device settings. 

Your browsing is private! We do not link you with the website or content you visit.

Making payments

When you’re making payments using your credit or debit card on any of our websites, be rest assured that your card and transaction details are not stored by us! Instead, the details go straight to our payment provider through a secured connection. We stick to top-notch global information security standards to make sure your cardholder info is properly protected. 

Purchasing an annual pass membership

If you purchase an annual pass to the Zoo, in addition to your basic information, we will collect a copy of your Emirates identification card or passport. We will also request a photo of the annual pass holder for placement on the card, whether physical or digital, and to create a record on our system. We need this information to help us identify the annual pass holder upon entry to the Zoo or when making purchases at the Zoo to avail offers available. 

Signing up for offers and marketing and promotional campaigns

If you have opted in to receive marketing and promotional campaigns, we will use your basic personal information to inform you of the latest updates and offers from Al Ain Zoo. Your personal details such as nationality and country of residency will help tailor the marketing and promotional efforts specifically for you to enhance your overall experience. 

We have engaged certain hand-picked partners to bring you the best offers and will provide you with information relating to these offers on their behalf, without sharing your personal information. 

You may receive this marketing and promotional information from us by email (explore@visit.alainzoo.com), SMS, WhatsApp, telephone call or social media. You may withdraw your consent to receiving such communications at any time by clicking the unsubscribe link in any communication received, by contacting us at info@alainzoo.ae or you can amend your communication preferences at any time via our preference centre.

When recording your consent, we will store the following information: email address, details of how and when consent was given, the wording of the consent and the information regarding the right to withdraw the consent at any time. 

Lost and found

When an item is reported as lost, we may collect personal information, such as your name, contact details (phone number, email address), and a description of the lost item, as well as any identification details to help us match the item to you. This information is collected at our lost and found counter or through the Contact Centre. Your personal information will only be used to notify you if your lost item is found. 

In cases where you’ve lost a child, we may collect the child's name, age, description, a photograph and any identifying features, as well as the contact information of the parent or guardian to notify them when the child is found. The personal information provided will be used exclusively to identify the child and notify the parent or guardian when the child is located. When collecting your child, we will need a copy of your Emirates identity card or passport on our records for your child’s safety. 

Your details will only be stored until the necessary processes are completed and for a short timeframe thereafter. 

Contact Centre 

If you need assistance through our Contact Center, including calls, emails or live chats, we may collect your personal details, details related to your ticket or services and information related to your query from you to create a record on our system. Your information will only be used to process and confirm the service you require, assist with follow-up questions or issues relating to the service, respond to your queries, provide support and hear about any complaints you may have so that we can improve our services. All calls are recorded for quality control purposes.

Competitions

Where you have opted to enter one of our competitions, we may also request your age for eligibility purposes and your gender so that we can customize prizes or giveaways. If you are a winner, we may also require that you take photos for social media, however we will request your consent before doing so. Certain other competitions require publicity as a condition of entry. Please review the terms and conditions of entry before you participate. 

Visitors at our offices

When visiting our office or parking areas, we will collect your full name and contact details at our front desk, and your Emirates identity card and vehicle registration if you plan to use the car park. This helps us with managing your visit, issuing visitor passes and ensuring the security of our office spaces.

CCTV cameras may be in use throughout our premises, including parking areas, for the safety of all our visitors and employees. 

Our Business Partners

When partnering with us, we may need certain personal and business details such as the business and authorized persons contact information, company name, business address, tax registration details, business registrations details and trade licenses to facilitate our business relationship. Rest assured, we use this information exclusively to manage and support our business partnership, including communication, contract fulfillment, billing and legal compliance. Your information is retained with us for a limited time after your contract expires and disposed of in line with our regulatory obligations. 

Personal information we collect indirectly about you and how we use it

In some cases, information about you may be provided to us by a third party verbally or in writing. For example, this could include if a family member or friend has purchased tickets on your behalf or entered you into a competition. This may also include our affiliated companies or partners or where you engage with services that we provide in conjunction with other companies or social media or technology platforms (for example, by using your Facebook, Google or Apple account login details to sign into our website, mobile app, MyPass, or Wi-Fi service, where such facility is available). 

This information may include the same basic personal information that you had provided to us directly and will only be used in line with the services that you have purchased or requested from us as per the sections above.

Personal information we collect automatically about you and how we use it

We may automatically collect information about you via cookies and other location-based tracking mechanisms when you visit our website, or our applications on third-party sites or platforms. More information on the use of cookies may be found in our Cookies Policy. 

The information we collect includes traffic data, location data, weblogs, communication data and the resources you access; for example, your IP address, device ID, device type, referrer URL, operating system and version, geolocation, browser type and browsing history. 

Information may be collected through campaign performance and engagement, including but not limited to information such as email opens, push notifications and SMS clicks. 

For security and public safety, CCTV monitoring is in place in certain designated areas of the Zoo (only for security and safety reasons and to help prevent fraud or crime).

Other general uses of your personal information 

We may use your personal information for other business purposes such as: 

• Improving our services by remembering your website preferences so that we can improve these offerings to you.
• Detecting, investigating and preventing fraud and for fixing potential issues at the Zoo, on our technology and to prevent against potential cyberattacks or other abuse of our technology.
• Keeping you updated about any operational matters affecting your visit such as current services or subscriptions. These may include security alerts or updates to Zoo closure timings.
• Fulfilling our legal obligations to enforce our terms and conditions and other agreements, policies and standards, including investigating any potential violation thereof, detecting, preventing, or otherwise addressing security, fraud or technical issues arising, or protecting the rights, property or safety of us, our users, a third party or the public as required or permitted by law. This may include exchanging information with other companies and organisations.

   

• Making business decisions, for example, carrying out data analytics to assess your needs and stay ahead of trends.

   

• Compiling aggregated or anonymised information (information which does not identify you as an individual, such as statistical or demographic data), to help us improve our products and services. However, if we combine aggregated information with your personal information so that it can identify you in any way, we treat the combined information as personal information and protect it accordingly.

   

• Integrating our website with third party products (for example, Google Analytics, Facebook, Twitter) to enable us to measure the performance of our websites and website content, present personalised offers and enable you to share, like and recommend pages to others via social media.

   

Our legal basis for processing your personal information

As an organization based in the UAE, we align with the UAE Federal Law 45 of 2021 on Data Protection. The law specifies certain legal bases for processing personal information. On this basis, we default to explicit, informed consent as the legal basis for processing your personal information. However, we may rely on one of the following legal bases for processing where consent is not appropriate: 

• processing is necessary for the reasons of public interest;
• processing is related to personal information made publicly available by you;
• processing is necessary to initiate or defend in any procedures relating to claim of rights and legal actions or in relation to judicial or security procedures;
• processing is necessary for the protection of public health, such as the protection from infectious diseases and pandemics, or for ensuring the safety and quality of healthcare, medicine, drugs and medical appliances, in accordance with legislation in force in the UAE;
• processing is necessary for archiving purposes or for scientific, historical or statistical studies in accordance with legislation in force in the UAE;
• processing is necessary to protect your interests;
• processing is required for us to perform our obligations and establish our rights prescribed by law in the area of recruitment or social security or the laws relating to social protection, to the extent permitted by such laws;
• processing is necessary for the performance of a contract to which you are a party or for taking any actions upon your request for the purpose of concluding, amending or terminating the contract;
• processing is necessary for compliance with obligations prescribed under other laws of the UAE to which we are subject. 

We securely retain your personal information 

We process and store your personal information in accordance with best practice information and cyber security standards to prevent unauthorised access or disclosure. We use on-site and cloud-based processing and only in certain limited instances, our authorised third-party service providers may have access to your information. 

Any transmission of personal information from you to us remains your responsibility. You are also responsible for maintaining the confidentiality of your password and account details. 

Where you click a link to any of our partner, advertiser and affiliate’s websites, please note that you are subject to the privacy policies on those websites, and we do not accept any responsibility or liability for their policies or the security of your personal information. Please check their policies before you submit any personal information on those websites.

Unless otherwise required by law, we will retain your data for as long as is necessary for the purposes as outlined in this Privacy Policy. 

We share your personal information responsibly

We may share your data with third parties who provide a service to us. We do this where it is necessary for the service provider to have access to your information and solely for the purpose of them delivering that service. We hold them to good practice standards contractually. Our service providers include but are not limited to:

• IT companies (e.g. hosting providers); 
• Wi-Fi providers;
• Payment solution providers;
• Marketing or communication providers;
• Developers and support providers;
• Data analytics providers;
• Survey or market research providers;
• Professional advisers or auditors;
• Regulators; and
• Insurers. 

We may share your data with our affiliates and partners, including sponsors, in limited circumstances:

• We may share limited guest information with trusted third-party agencies that manage opening or special event invitations on our behalf, solely for the purpose of sending event-related communications. 
• When you use MyPass to access services from our affiliates or partners through their websites or Wi-Fi, we share your data with them to deliver the service and for data analytics purposes.
• Where you make a written request for us to share your details or where required for you to avail certain benefits or loyalty points. 
• We may also disclose your personal information:
• Within our Operator’s group of companies to provide a seamless customer experience to you and for our operational purposes.
• To government or regulatory bodies or agencies in response to legitimate requests, if required by applicable laws or regulations, or where it is in our legitimate interests to disclose, even if such disclosure is not legally required.
• In cases where you have explicitly requested or authorised us to do so.
• With an acquiring company if we sell or merge whole or part of any business or asset. 

We only share the information that is necessary for the purpose, and we do not sell, rent or lease your personal information to third parties under any circumstances. 

Wherever possible, we will only share aggregated or anonymised data with our service providers, affiliates or other third parties. 

You have certain rights in terms of your personal information

Under applicable data privacy and protection laws, you have specific rights regarding your personal information, including your right to: 

• be informed about how your personal information is used
• access, correct, or erase your personal information
• restrict or object to personal information processing
• request to port your personal information 
• not be subject to decisions based solely on automated processing.

When exercising your rights, please ensure that you do so in writing using our details by contacting us using the details provided below. 

For your safety and to prevent unauthorized disclosure of your personal information, we may need to verify your identity before responding to your request. This may involve asking for specific information or documents. Any data or documents provided will be used solely to process and authenticate your request.

Where you have provided your consent for us processing your personal information, you may exercise your right to opt out at any time. You may do so by clicking the unsubscribe link in relevant communications received, contacting us at info@alainzoo.ae or updating your communication preferences via our preference centre. 

Cookies

Our website uses cookies to enhance your browsing experience, analyse site traffic, and personalize content. By using our website, you consent to the use of cookies in accordance with our Cookies Policy. You can manage or disable cookies through your browser settings at any time, though this may affect your experience on our site. For more information on how we use cookies, please review our full Cookies Policy.

Contact us

For any privacy related queries or to exercise your rights, you may contact us at any time at info@zapia.adgov.gov.ae. If you're unsatisfied with our response or believe we are not complying with the law, you may contact the relevant data protection authority.

Updates to this Privacy Policy

We may update this Privacy Policy at any time by posting changes on this page. Please review it periodically. For significant changes, we may notify you via SMS or email. Continued use of our services after updates means you accept the revised policy. 

The policy’s last update date is listed below.

04/11/2025