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AGE: Guests 5 years old and older are welcome on most Encounters. Additional age restrictions are noted in each experience description, if applicable. Guests 12 years of age and under must be accompanied by a paying adult.  

ACCESSIBILITY: All Behind the Scenes Encounters enter working areas of the Zoo that may not be wheelchair accessible. Service animals are not permitted to enter behind-the-scenes areas or animal habitats. Modifications for accessibility can be accommodated. Please contact us with accommodation requests at least 48 hours prior to your program to help us build the best possible experience. 

SAFETY: For the safety of our staff and animals, all participants must wear closed-toe shoes in animal areas. Some animal areas may require a surgical mask before entrance. Masks will be provided if needed.

CANCELLATION: Behind the Scenes Encounter purchases are non-refundable. Requests to reschedule experiences must be received at least 48 hours in advance and are subject to availability. Encounters missed without prior notification will not be rescheduled. Any program involving animals is subject to change or cancellation by the Zoo based on animal or human safety considerations, including severe weather. Every effort will be made to offer alternate areas or reschedule tours.  

WAIVER: All participants must complete a liability waiver prior to the encounter. Parent/guardian signatures will be required for all participants 18 and under.  

CONDUCT: Participants will enter working areas of the Zoo and be in close proximity to Zoo animals. Participants must follow instructions from Zoo staff at all times. Participants who are disruptive and/or do not follow staff instructions may be removed from the encounter without a refund.