Question 1

Postponement, Refund and Cancellation policy

Accepted Answer

Effective for all experiences and special events at Australian Wildlife Sanctuary.

General Experiences
 • Cancellations 7 days or more prior to your booking will receive a 50% refund.
 • Cancellations within 7 days of the booking are non-refundable.
 • No credits or rescheduling are available within 7 days, except where required by Australian Consumer Law.
 • Requests to postpone or transfer a booking to another guest must be approved by Sanctuary management, and must be made more than 7 days before your booking date.

Special Events
Bookings for Wild Night Out, The Enchanted Sanctuary, Owloween, and similar ticketed events are:
 • Non-refundable and cannot be rescheduled for change of mind, change of circumstances, or non-attendance.
 • If an event is postponed by the Sanctuary (e.g. due to severe weather), a credit or rescheduled session will be offered.

We are committed to meeting our obligations under the Australian Consumer Law, including providing a remedy if your experience is significantly affected by circumstances within our control.
For assistance, contact us at info@australianwildlifesanctuary.com.au()

Question 2

General Terms and Conditions

Accepted Answer

Animal Welfare: The sanctuary is home to a wide range of native animals; we have a strict positive animal welfare policy and cannot guarantee that animals will always participate in any experience or event.

Participant Safety: The safety of our guests is important to us, and it is a requirement that suitable clothing be worn for outdoor activities including enclosed footwear to participate in an experience or event. We have the right to refuse entry if we feel clothing is not suitable for the experience or event.

Weather Conditions: All experiences and events will operate unless it is a severe storm, extreme temperature, or extreme wind. This will be determined by the Australian Wildlife Sanctuary management. Experiences and events can be altered on the day in case of rain to undercover areas. It is recommended that participants pack waterproof clothing in the event of rain.

Illness: If any participant is feeling ill with cold/flu like symptoms they will not be able to attend the experience or event.

Experience/Event Suitability: If you or anyone in your group have phobias or are not comfortable in the presence of animals then this may not be a suitable experience or event. Please let our team know on the day of your experience or event if you have any concerns.

Accessibility: This experience or event may not be suitable for wheelchairs, walking aids, or people with compromised mobility. Please contact us for more information if required.

Carers/Concessions: The sanctuary does not offer concessional rates or complimentary participation for carers in experiences or events. Please contact us for more information if required.

Participant: A participant is anyone attending the sanctuary for an experience or event, we do not allow observers to enter the sanctuary.

Participant Behaviour: Animals can cause injury and can be dangerous, it is a condition that participants exercise care and common sense including, without limitation, not entering any enclosure or placing any body parts into an enclosure and not interfering or touching any animal or throwing or poking objects at animals nor chasing any animal.

Indemnity: By confirming any booking, participants or the booking party indemnify the Australian Wildlife Sanctuary of any liability for any injury or damage to property during an experience or event. Participating in an experience or event at the Australian Wildlife Sanctuary is done at the participants own risk.

Allergies: Due to safety concerns for others, participants are not permitted to bring products that contain nuts or traces of any kind. We must advise that the sanctuary does use nut products as food items for our animals. Every attempt will be made to not allow participants to come into contact with them, however, participants that require an EpiPen must carry it at all times.

Late Arrival: If a participant/group arrives late for any experience or event this time cannot be made up at the end of the experience or event. Please arrive on time for your experience or event as any time lost due to late arrival is forfeited.

Smoke Free Policy: Smoking or the use of vapes and e-cigarettes is prohibited within the grounds of the Australian Wildlife Sanctuary.

Alcohol and other substances: Participants are not permitted to bring any alcohol into the Australian Wildlife Sanctuary unless expressly permitted in writing by Australian Wildlife Sanctuary management. If Australian Wildlife Sanctuary staff believe a participant is under the influence of alcohol or any other substance (legal or illegal), that person may be required to leave the Australian Wildlife Sanctuary immediately and will not be entitled to a refund.

Child/Dependant Supervision: Children or dependants must be always supervised by an accompanying adult while visiting the Australian Wildlife Sanctuary. In some circumstances Australian Wildlife Sanctuary staff will be the accompanying adult.

Warranties: The Australian Wildlife Sanctuary makes no warranties in relation to experiences or events provided unless required by law.

Photography: Photography is permitted with the understanding that the photo or video is respectful of the animal, does not demean any animal and is not gimmicky. Any photos or videos must represent a positive experience. You agree to let our staff screen any photos or videos to ensure compliance with this condition and must comply with any request to delete a photo or video. The flash of any device must be turned off when taking photos. Any photos or video taken while you are visiting the sanctuary may be used for sanctuary promotional purposes.

CCTV: The Australian Wildlife Sanctuary is under CCTV security surveillance.

Question 3

Specific Experience Additional Terms and Conditions

Accepted Answer

Ultimate Wildlife Experience Standard
Duration: This experience runs for 1 hour.
Ages: This experience is available to all ages. All participants must be comfortable and respectful in the presence of animals. Children under 5 years old are free with a Parent/Guardian
Number of Participants: This experience includes up to 4 participants with the option to add additional participants to a maximum of 8.
Exclusivity: Each session of this experience is exclusive to your group meaning no other groups will be joined to your experience.

Ultimate Wildlife Experience Premium
Duration: This experience runs up to 2 hours.
Ages: This experience is available to all ages. All participants must be comfortable and respectful in the presence of animals. Children under 5 years old are free with a Parent/Guardian
Number of Participants: This experience includes up to 4 participants with the option to add additional participants to a maximum of 8.
Exclusivity: Each session of this experience is exclusive to your group meaning no other groups will be joined to your experience.

Ultimate Wildlife Experience Nocturnal
Duration: This experience runs up to 2 hours.
Ages: This experience is available to all ages. All participants must be comfortable and respectful in the presence of animals. Children under 5 years old are free with a Parent/Guardian
Number of Participants: This experience includes up to 4 participants with the option to add additional participants to a maximum of 8.
Exclusivity: Each session of this experience is exclusive to your group meaning no other groups will be joined to your experience.
Torches: Torches are provided.
Photography: Cameras are welcome however the flash must be turned off.

Ultimate Birthday Party Standard
Duration: This experience runs up to 3 hours.
Ages: This experience is available to all ages. All children must be comfortable in the presence of animals. Children 3 years old and under are free with paid Parental Guardian (1 child per each paying adult) children 3 years old and under are not counted in the included number of participants.
Catering: We do not provide catering. The party organiser must organise their own catering. There is a BBQ and fridge available but needs to be booked.
Decorations: Decorations are permitted but must be cleaned up by the party organiser. Balloons are not permitted at the sanctuary except for the foil type balloons but must be anchored properly and removed by the party organiser at the conclusion of the experience.
Number of Participants: This experience includes up to 20 participants with the option to add additional participants to a maximum of 40.
Exclusivity: Each session of this experience is exclusive to your group meaning no other groups will be joined to your experience.

Ultimate Birthday Party Nocturnal
Duration: This experience runs up to 3 hours.
Ages: This experience is available to all ages. All children must be comfortable in the presence of animals. Children 3 years old and under are free with paid Parental Guardian (1 child per each paying adult) children 3 years old and under are not counted in the included number of participants.
Catering: We do not provide catering. The party organiser must organise their own catering. There is a BBQ and fridge available but needs to be booked.
Decorations: Decorations are permitted but must be cleaned up by the party organiser. Balloons are not permitted at the sanctuary except for the foil type balloons but must be anchored properly and removed by the party organiser at the conclusion of the experience.
Number of Participants: This experience includes up to 20 participants with the option to add additional participants to a maximum of 40.
Exclusivity: Each session of this experience is exclusive to your group meaning no other groups will be joined to your experience.
Torches: Torches are provided.
Photography: Cameras are welcome however the flash must be turned off.

Wild Night Out - Nocturnal Experience
Duration: This experience runs for 2 hours.
Ages: This experience is most suitable for 4 years and older. All children must be comfortable in the presence of animals.
Minimum Booking: There is no minimum, however this is not an exclusive experience there will be other people in your group.
Exclusivity: This experience is a group experience meaning there will be other people joining this tour.

Junior Rangers
Duration: This experience runs 4 hours (including morning and lunch breaks). 
Ages: This experience is available to ages 7 – 14 years old. All children must be comfortable and act respectfully in the presence of animals
Supervision: Participants of the Junior Ranger for a Day program are always supervised by qualified rangers. Adults will not be able to accompany their participating children throughout the day. This program requires participants to take direction from sanctuary personnel and requires respect to be shown to others.
Photography: We want your child to have the best experience and not be distracted by phones and cameras, participants will not be able to take photographs, the supervising rangers will be able to take photographs throughout the experience which will be made available for parents to download. This download link will include photos of all participants of this experience for that day.

Question 4

Privacy Policy

Accepted Answer

The Australian Wildlife Foundation Ltd trading as Australian Wildlife Sanctuary ABN 97 635 629 962 is committed to protecting the personal information entrusted to us in accordance with the Privacy Act 1988 (Cth) as amended from time to time (including the Australian Privacy Principles) (the Privacy Act) and other applicable privacy laws.

The purpose of this Privacy Policy is to explain how we collect and use the personal information you provide through this website or through any other form of communication with us, our related companies, or our agents and contractors.
Please be sure to read the entire policy before using this website or submitting personal information to us, our related companies, or our agents or contractors.

Your consent

By providing us directly, or through others, our website or booking platform with your personal information, you agree with the terms of this Privacy Policy and consent to the collection, use, and disclosure of that information in accordance with this Privacy Policy, the Privacy Act and other applicable privacy laws.

How we collect your personal information

We collect personal information that is necessary for our activities and in order to provide and develop our services.  We may do this in a number of ways, including:
 • directly from you, when you provide it to us or our agents or contractors;
 • from publicly available resources;
 • by analysing our own records of your use of our services and website; [by exchanging information with trusted charitable, research and like-minded organisations];
 • by taking video or photographic images of you with our animals, at the Australian Wildlife Sanctuary or our public events.

We also may collect your personal information when legally required.

What personal information do we collect and why?

The type of personal information we collect may include [e.g. your name, date of birth, address, telephone numbers, email address, credit card and/or bank details, donation history, details of any medical conditions that may be reasonably necessary for staff to be aware of to ensure your safety, and your preferences regarding our services. If we are not provided with the personal information that we request, we may not be able to meet your request or provide our services to you.

The personal information you provide us may be used for a number of purposes connected with our operations, which include to:
 • process donations and provide receipts;
 • communicate with you in relation to campaigns, events and other opportunities to support us, as well as provide information about our activities and objectives;
 • promote our programs and services through publications, education materials, social media or our website (non-sensitive personal information only);
 • conduct and/or fund research relating to our programs and services;
 • enable you to assist us with volunteering, community fundraising, advocacy and other activities where we seek assistance from the community;
 • verify your identify;
 • improve and evaluate our programs and services; and comply with relevant laws.

Your personal information may also be used so that we, our wholly owned subsidiaries, agents and contractors can provide you with information about our services, such as by way of direct mail or telemarketing, and, where you have opted in, by email, SMS and MMS, or to request your feedback for promotional purposes.  You always have the right to opt-out of receiving such information.  You may exercise that right by contacting us as set out below.

We may also use your personal information for purposes related to those described above which would reasonably be expected by you.

We will not use your personal information for purposes other than those described above unless we have your consent or as permitted by law (including for law enforcement or public health and safety reasons).

We generally do not wish to be informed of a person’s sensitive information.  We, in any event, will collect, use or disclose sensitive information about you only as allowed by law, for example where we have received your consent to do so or the collection is required by law.

Sharing your personal information

We may disclose your personal information in certain circumstances, such as where we are required or authorised by law or where you have consented to us doing so.

We also may disclose your personal information to:
 • others in accordance with a request made by you;
 • our related companies and partners;
 • persons engaged in providing us with professional, business, technology and corporate services, when reasonably required;
 • trusted charitable, research and like-minded organisations;
 • for promotional purposes including but not limited to publications, education materials, social media or our website (non-sensitive personal information only)

When making such a disclosure we will take reasonable steps to ensure that the recipient is bound by privacy obligations.

Unless you consent, we otherwise will not disclose your personal information to third parties.

Does my personal information leave Australia?

We will only send your personal information outside Australia:
 • if we are authorised to do so by law;
 • for any of the purposes set out in this Privacy Policy (but only to parties that are subject to obligations in relation to personal information no less onerous than those in this Privacy Policy); or
 • if you have consented to us doing so.

Access and correction

You may request access to any of the personal information we hold about you by contacting us as specified below.  We reserve the right to charge a reasonable fee for the costs of retrieval and supply of any requested information.

We will take all reasonable steps to ensure that the personal information we collect, use or disclose is accurate, complete and up to date.  To ensure your personal information is accurate, please notify us of any errors or changes to your personal information and we will take appropriate steps to update or correct such information in our possession.

Storage and security

Australian Wildlife Foundation Limited handles personal information electronically and in hard copy form.  We will take all reasonable precautions to safeguard your information from loss, misuse, unauthorised access, modification, disclosure or destruction. We implement a range of security measures to protect the personal information that we hold, including:
 • storing relevant documents in a secured area;
 • confidentiality and privacy clauses in volunteer and employment contracts who may have access to personal information;
 • restricting staff access to personal information only where necessary.
 • using an online payment system for private tours and donations

Links to other websites

This website may contain links or references to other websites to which this Privacy Policy may not apply.  You should check their own privacy policies before providing your personal information.

Notifiable Data Breaches scheme

In the event of any loss or unauthorised access or disclosure of your personal information that is likely to result in serious harm to you, we will investigate and notify you and the Australian Information Commissioner as soon as practicable, in accordance with the Privacy Act.

Complaints

If you have any questions or concerns about our collection, use or disclosure of personal information, or if you believe we have not complied with this Privacy Policy or the Privacy Act, please contact us as set out below.  We will investigate the complaint and determine whether a breach has occurred and what action, if any, to take.  We will take any privacy complaint seriously and will aim to resolve any such complaint in a timely and efficient manner.

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you can also make a formal written complaint with the Officer of the Australian Information Commissioner (which is the regulator responsible for privacy in Australia):

Office of the Australian Information Commissioner (OAIC)
1300 363 992
Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001
www.oaic.gov.au

How to contact us
If you wish to exercise your right to opt-out of receiving marketing materials from us, wish to update, correct or amend personal information held by us, or you have any questions or concerns about this Privacy Policy or our information practices, please contact us at:

Brad Wilson
Email: info@australianwildlifesanctuary.com.au
Phone: 02 4210 4116
3105 Remembrance Driveway
Bargo NSW 2574 Australia

Changes to this Privacy Policy
Our Privacy Policy may change from time to time as updated on this website.  Before providing us with personal information, please check this Policy on our website for any changes.

Question 5

Is the Australian Wildlife Sanctuary open?

Accepted Answer

Yes, but only for booked experiences. The sanctuary is not open for general admission.

Question 6

When can I contact the sanctuary?

Accepted Answer

The sanctuary office is not staffed everyday, the best method of contact is via email or Facebook messenger. The sanctuary phone is rarely attended and we cant guarantee your call will be answered. If you need to speak directly to our team please send your phone number via email or Facebook messenger.

Question 7

Can I book tickets online?

Accepted Answer

Yes, experiences can only be booked online.

Question 8

How is the sanctuary funded?

Accepted Answer

The sanctuary is managed by a not-for-profit charity registered organisation. All funds raised from booked experiences,  donations and gift shop sales are used directly towards the running expenses of the sanctuary and its resident animals.

Question 9

Do you accept EFTPOS and Credit Cards?

Accepted Answer

Yes, we accept EFTPOS, Visa and Mastercard. We do not accept American Express.

Question 10

Do you accept payments via PayPal?

Accepted Answer

Yes, we accept PayPal payments for online bookings.

Question 11

Can I bring my pet to the sanctuary?

Accepted Answer

We are unable to accept any pets in our sanctuary due to biosecurity and animal safety reasons. Please contact us if you have any questions about accessibility at the sanctuary.

Question 12

Can I bring my own food and drink into the sanctuary?

Accepted Answer

Definitely, visitors are more than welcome to bring their own food and drink into the sanctuary. Alcohol is not permitted. Please keep in mind that you are only in the sanctuary whilst your experience is happening there is no picnic options after your experience or breaks during your experience except for birthday parties and excursions.

Question 13

Is smoking permitted?

Accepted Answer

No. due to work health and safety policies smoking is not permitted at the Australian Wildlife Sanctuary. There is a designated smoking area at the southern section of the carpark near the waste bins.

Question 14

Can I buy a gift voucher?

Accepted Answer

Yes you can purchase wildlife experiences as a gift through our booking platform. There is an option to purchase as a gift on each experiences booking page.

Question 15

Can I feed animals during my experience?

Accepted Answer

During your booked experience there may be opportunities to feed our animals. This is dependant on if our animals are wanting to participate.

Question 16

Can I hold a birthday party at the sanctuary?

Accepted Answer

Yes, to book the sanctuary for a birthday party click on the menu option, BOOK your WILD EXPERIENCE.

Question 17

Can I hold an event at the sanctuary?

Accepted Answer

Please contact us for events and group bookings.

Question 18

What animals will I meet during my experience?

Accepted Answer

You may meet a range of Australian Native animals please check the booking page of each experience for more information. Animal welfare is our priority and we cannot guarantee that our animals will participate in any experience.

Question 19

Do you accept schools for excursions?

Accepted Answer

Please click on the WILD Ed menu option and scroll to the bottom for more details.

Question 20

Do you visit schools for incursions?

Accepted Answer

The WILD Rover is our mobile education unit that can attend school incursions. Please click on the WILDLIFE EDUCATION menu option and scroll to the bottom for more details.

Question 21

Can I undertake volunteer work at the sanctuary?

Accepted Answer

No, we are currently not accepting volunteer placement.

Question 22

How accessible is the sanctuary?

Accepted Answer

Experience's are not suitable for wheelchairs, walking aids, or people with compromised mobility. Please contact us for more information if required.

Question 23

Do you offer free or discounted entry for carers/concessions?

Accepted Answer

The sanctuary currently does not offer general admission and operate booked experiences only therefore we cannot offer concessional rates or complimentary participation for carers in these experiences. Please contact us for more information if required.

Question 24

Was the sanctuary affected by the 2019 bush fires?

Accepted Answer

Yes, the sanctuary was destroyed by the 2019 bush fires. We lost 9 buildings and a large amount of infrastructure. 95% of the sanctuary was destroyed. We have been rebuilding the sanctuary since the bush fires and this will continue for many years. No animals were injured by the fires due to being evacuated. You can support our recovery by making a DONATION.

Question 25

What is the address of the sanctuary?

Accepted Answer

The sanctuary is only open for booked experiences. Once a booking is made our address and directions are provided on the booking confirmation.

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