POLICIES & PROCEDURES

In order to ensure the success of your event, please review the following policies and procedures, which have been prepared for event organizers, as well as external caterers, to assist with the smooth organization of events held at the Toronto Zoo. For the health and safety of Zoo visitors and the Zoo’s wildlife, the policies and procedures are subject to change without notice.

Tickets


All event tickets are produced by the Toronto Zoo - no exceptions. Tickets that are prepared by or on behalf of the client will not be accepted. The Toronto Zoo will print and ship the first batch of event tickets based on the amount requested in the Group Event Agreement. Please estimate ticket orders generously as a re-printing & re-shipping ticket fee of $20.00 + HST will apply if additional tickets beyond the initial order are required. Event clients are billed based on the redemption of tickets on the day of the event, rather than the number of tickets ordered.

Tickets deemed lost, stolen, or counterfeit will not be replaced. The ticket(s) may not be re-sold or offered for re-sale by anyone without permission of the Board of Management of the Toronto Zoo and may not be resold at a price exceeding its face value at any time. The ticket(s) may not be used for advertising, promotion, or any other trade purposes. Ticket(s) may not be combined with any other discounts and have no cash value.

 

Group Admission Rates*

# of Paid Guests**

Discount

Under 20 –
No Venue Rental

Regular Admission

Under 20 –
With Venue Rental

15%

20-299

15%

300-1,499

20%

1,500-4,999

25%

5,000+

30%

Please note: Admission rate discount is determined based on the number of paid guests that attend the event, not the number of admission tickets ordered.

*Rates subject to change without notice. Discount is applied on regular admission rates and cannot be combined with any other offer. Paid guests exclude Free Child (Ages 2 and under) and Toronto Zoo Members. Events must be booked a minimum of two weeks in advance.

 

Payment


Type of Client

Deposit – Required to Confirm Booking

Final Payment

Corporate

50%

Balance owing due within 30 days after event

Private/Family (including birthdays)

100%

Any outstanding balance due within 30 days after event

Within 30 days after the event, an invoice will be emailed outlining balance of payment. If fewer than expected guests attended the event, a refund will be issued to the client if the deposit paid was greater than the balance owing.

Acceptable methods of payment include:

  • Credit (Visa, MasterCard, and American Express)
  • Cheque (Corporate Only)
  • Electronic Funds Transfer (Corporate Only)

Cancellation Policy & Date Changes


All requests for cancellations and date changes for your booked Group Event must be made in writing via email to [email protected].

*For all questions related to online admission ticket purchases, please email [email protected].

GROUP EVENTS – CANCELLATION, DATE CHANGE, & REFUND POLICY

The Toronto Zoo shall have the sole right to cancel the Group Event in the event that it is discovered that the Licensee’s plans and motives for the Group Event are in conflict with, or in direct contravention, of the Zoo’s core values and mission as “Connecting people, animals, and conservation science to fight extinction.”

The Toronto Zoo shall also have the right to cancel its permission to hold the Group Event in the event of non-payment by the Licensee in accordance with the requirements of the Group Event Agreement. In the event of any such cancellation, prior to the commencement of the Group Event, the Toronto Zoo shall refund any monies paid to it by the Licensee in respect of the Group Event, less any reasonable costs incurred by the Zoo in preparing for the Group Event.


Public Liability Insurance


Public Liability Insurance is not required for small- and medium-sized groups (either corporate or otherwise) using standard Zoo services and facilities and where the event remains under the control of Zoo staff (e.g. no external catering, entertainment, or professional organizers).

At the sole discretion of the Toronto Zoo, the Licensee is required to secure, at its own expense, Public Liability Insurance (personal injury and property damage) in the following circumstances:

  • The Licensee arranges to bring in external entertainers, rides, play equipment, etc.
  • The Licensee arranges for external products to be provided for consumption by external caterers, food suppliers, etc.
  • More than 500 guests are expected to attend the event

Public Liability Insurance Certificate Requirements:

  • Personal injury and property damage
  • Be in the amount of at least two million dollars ($2,000,000.00)
  • Name The Board of Management of the Toronto Zoo, the Toronto & Region Conservation Authority, and the City of Toronto as additional named insureds
  • Contain a cross-liability (severability of interest) clause

Prohibited and Restricted Items & Activities


For the safety of Zoo visitors and animals, there are particular items and activities associated with events that are either prohibited or restricted. Please see below for a list of these items and activities.

Prohibited Items and Activities

  • The Toronto Zoo is a smoke- and vape-free environment
  • Straws, balloons of any type, confetti, rice, whistles, and bells
  • Games requiring and/or involving projectiles of any nature (e.g. balls, water, frisbees, etc.)
  • Roller blades, skates, skateboards, bikes, tricycles, and scooters
  • Animals, including pets and/or exotic animals
  • Any act, verbal or physical, which may be offensive to staff or visitors.
  • Use of cooking ovens or burners
  • Firearms, weapons, pyrotechnics, and fire
  • Alcohol, except when purchased and consumed in a licensed section of the Toronto Zoo site
  • Illegal drugs and controlled substances

Restricted Items and Activities
Approval is required by the Toronto Zoo’s Chief Executive Officer or his/her designate. Requests must be submitted in writing a minimum of two weeks prior to the event.

  • Loot bags, give-aways, and prizes
    • A detailed list of these items and the packaging must be submitted in writing in advance of the event date for approval.
    • Where possible, items should be given out to guests as they leave the Zoo.
    • Items for loot bags, give-aways, and prizes can be purchased through the Zoo’s gift shops – Event clients receive an exclusive 10% discount (restrictions apply)
  • Games and Activities – a detailed list must be submitted in writing in advance of the event date for approval
  • Music – loudspeakers, music, and/or other sound systems
    • Volume will be set at a level that does not disturb Zoo visitors and animals and will be monitored by Zoo staff for the duration of the event
  • Entertainers & Entertainment – a detailed list must be submitted in writing in advance of the event date for approval.
    • Please note, mascots and entertainers dressed as clowns/animals are restricted to the Front Entrance, corporate venues/picnic areas, and courtyard areas
  • The placement of any materials, decorations, or fixtures of any type on any walls, ceilings, and/or floors of any temporary or permanent structure on the Zoo site
  • The use of additional lighting
  • Only battery-operated candles are permitted
  • Where portable fuel is required, only warming/cooking gel certified by the Environmental Choice program (carrying the EcoLogo) can be used.
  • Vehicle access within the Toronto Zoo is restricted. All vehicles must be escorted on-site by appointed Zoo staff.
  • A Special Occasion Permit from the Alcohol and Gaming Commission of Ontario is required for all events where alcohol is being served. A copy of the permit must be provided to the Toronto Zoo's Safety and Security Manager a minimum of 10 business days prior to the event date.
  • Due to our exclusive supplier agreement with Coca Cola Refreshments Canada, with the exception of coffee, tea, hot chocolate, and milk, any non-alcoholic beverages you offer must be a product of Coca-Cola Refreshments Canada.

 


External Catering


The Toronto Zoo’s official on-site caterer is Levy Canada, a division of Compass Group Canada Ltd.

Any other food services supplied or provided to the client and their guests must be approved by the Toronto Zoo in advance and will be subject to a surcharge of $15.00 + HST per person. This surcharge will be included on the final event invoice, with payment due within thirty days of the event.

 

Event Clean-up – External Event Organizer/Caterer


It is the responsibility of both the event organizer(s) and external caterer(s) to ensure that the venue is clean and all food waste, garbage, and recyclable materials are disposed of in an appropriate manner. The external caterer is responsible for removing all excess food items from the Toronto Zoo. Garbage is required to be placed in proper disposal bins and may not be left loose. Recyclable materials should be separated and placed in proper recycling bins. All cardboard should be folded and secured with string or stacked neatly in boxes. Where an excess amount of garbage and recyclable material is generated as a result of the event, the organizer and/or caterer will be required to remove it from the Toronto Zoo. Otherwise, a surcharge may be imposed on the organizer and/or caterer. A deposit may be required in advance. Garbage and recycling containers will be provided by the Toronto Zoo only at the event venue.


Consumer Image Policy & Guest Awareness


During your event, guests may be filmed, videotaped, or photographed by or on behalf of the Toronto Zoo. Your guest’s admission to the Toronto Zoo serves as their permission for use of their image by the Toronto Zoo. The commercial use of photographic, video and film images of the Toronto Zoo is strictly prohibited without the written consent of the Zoo.