General Rules and Recommendations for our parks

1. VISITOR'S RESPONSIBILITY

Safety is a shared responsibility. Visitors to Zoo Aquarium de Madrid (hereinafter, the “Park”) are expected to exercise sound judgment and behave responsibly in order to safeguard their own health and safety, as well as that of those under their care, especially minors, for whom they are responsible and whom they must supervise at all times.

In this regard, visitors (i) must READ, COMPLY WITH AND RESPECT all written rules, signs, warnings and recommendations, as well as all instructions and indications provided by our staff, and (ii) make APPROPRIATE AND RESPONSIBLE USE of the leisure facilities and any safety equipment that may be provided to them.

Each visitor undertakes to maintain a civil and considerate attitude and agrees to (i) treat other visitors, Park staff and the Park’s facilities with respect, and (ii) preserve and respect the surrounding flora and fauna.

Visitors who, in the judgment of Park staff, fail to comply with the rules or staff instructions and/or behave irresponsibly and/or disrespectfully towards other visitors and/or Park staff may be expelled from the Park without entitlement to any refund. In addition, where such visitors are holders of any season passes for leisure parks operated by GRUPO PARQUES REUNIDOS (“Bono Parques”), measures may be applied consisting of withdrawal or cancellation of the Bono Parques in cases of serious breach, or temporary withdrawal or suspension of the Bono Parques in cases of minor breach, in accordance with the General Terms and Conditions governing this product, available at https://www.bonoparques.es/terminos-y-condiciones.

Finally, the Park reserves the right to report such conduct to the competent authorities.

Please consult the specific guidelines and rules posted at the entrance to each leisure facility, as well as the Park’s general operating rules described below.

It is also essential that visitors who have under their care persons who—whether because they are minors or persons with disabilities—are unable to read or properly understand the written rules, instructions, warnings and/or recommendations, explain them to such persons and remind them whenever necessary, without prejudice to the assistance that Park staff may provide. The Park makes specific information available for visitors with disabilities.

Accordingly, visitors must act responsibly both for their own health and safety and for that of the persons under their care and those around them.

2. CONDITIONS OF USE OF THE FACILITIES

WARNING! Assess your physical and emotional conditions BEFORE simply "Doing It".

The Park's activities and other facilities can provide our visitors with wonderful memories and exciting fun! But some of the facilities can also be adrenaline pumping activities that put your body under stress and can cause muscle tension and stress in the neck and back, as well as heart racing and increased blood pressure, among other things.

THEREFORE, IT IS VERY IMPORTANT THAT YOU DO NOT PARTICIPATE IN ANY ACTIVITY, OR ALLOW YOUR DEPENDENTS TO PARTICIPATE IN ANY ACTIVITY, IF YOU ARE UNDER THE INFLUENCE OF ALCOHOL, MEDICATION OR ANY OTHER NARCOTIC SUBSTANCE THAT MAY AFFECT YOUR HEALTH, SENSES, MENTAL ACUITY, REFLEXES AND COORDINATION.

DO NOT PARTICIPATE - OR ALLOW YOUR DEPENDENTS TO PARTICIPATE - IN ANY FACILITY OR ACTIVITY IF YOU HAVE, HAVE HAD OR BELIEVE YOU HAVE ANY MEDICAL CONDITION, PRE-EXISTING HEALTH PROBLEM OR INJURY, INCLUDING - WITHOUT LIMITATION - HEART, NEUROLOGICAL, MUSCULAR, BACK, NECK, BONE, JOINT, TENDON, LIGAMENT, BRAIN, EYE, EAR, OR ANY OTHER DISEASE OR INJURY THAT MAY BE TRIGGERED OR AGGRAVATED BY USE OF THE FACILITY OR PARTICIPATION IN THE ACTIVITY.

YOU SHOULD ALSO NOT USE - UNLESS OTHERWISE INDICATED - IF YOU ARE (OR SUSPECT YOU MAY BE) PREGNANT; IF YOU HAVE UNDERGONE SURGERY WITHIN THE LAST FEW MONTHS OR IF YOU ARE STILL CONVALESCING OR RECOVERING FROM ANY ILLNESS, DISEASE, TREATMENT OR MEDICAL PROCEDURE.

ONLY YOU CAN DETERMINE THAT YOU ARE PHYSICALLY AND MENTALLY FIT TO SAFELY PARTICIPATE IN ANY ACTIVITY.

THE PARK CANNOT GUARANTEE YOUR HEALTH - OR THAT OF YOUR DEPENDENTS - IT MUST DETERMINE THAT YOU - OR YOUR DEPENDENTS - ARE FIT AND HEALTHY ENOUGH TO USE A FACILITY OR PERFORM AN ACTIVITY, AND THAT YOU MEET THE AGE, WEIGHT AND HEIGHT LIMITATIONS SET OUT IN THE PARK RULES.

REMEMBER THAT YOU ASSUME THE RISKS OF ANY ACTIVITY IN WHICH YOU CHOOSE TO PARTICIPATE. IF YOU HAVE ANY QUESTIONS, OUR STAFF WILL BE HAPPY TO HELP YOU.

3. GENERAL PARK RULES.

A) Access and Use Rules

1. The Park and its various facilities have limited capacity.
2. Access to the Park with pets is not permitted, except for duly accredited assistance animals, such as guide dogs.
3. Access to the Park with bicycles, roller skates, scooters or similar items is prohibited.
4. For safety reasons, access to certain facilities is restricted based on age, height and/or physical condition. Please check the applicable access restrictions at the entrance to each facility. Information is also available on the Park’s website under Facilities.
5. The Park provides specific information for visitors with disabilities, as well as the following services: noise‑reducing earmuffs for individuals with ASD, inclusive changing facilities and restrooms adapted for persons with disabilities.
6. Some facilities, educational activities, restaurants, shops and/or attractions may remain closed for organizational or technical reasons, including maintenance, repair, upgrading and/or improvement works, as well as for weather‑related reasons that make opening unsafe or inadvisable due to rain, hail, snow, wind or temperature changes. The Park will endeavour to inform visitors as far in advance as possible via its website, official social media profiles and Park information points.
7. Educational activity schedules are indicative only and may be modified at any time. Accordingly, the Park reserves the right to modify, suspend or cancel, in whole or in part, scheduled activities, shows and/or exhibitions for technical, operational, safety or weather‑related reasons, or any other reasons which, in its sole discretion, make their performance impossible or inadvisable.
8. To temporarily leave the Park, visitors must inform ACCESS staff before exiting, as re‑entry requires proper identification by stamp or any other identification method established by the Park. Failure to comply may result in refusal of re‑entry. Please note that, depending on the type of ticket or Bono Parques held, re‑entry may not be permitted once the Park has been exited. Please review the applicable terms and conditions and consult ACCESS staff.
9. All types of sales and the distribution of leaflets, flyers or products within the Park are prohibited unless expressly authorized by the Park.
10. Photographs may be taken at the Park entrance if you so wish. In addition, duly accredited photographers may take photographs of visitors during their visit. These photographs are intended solely as souvenirs. Unless expressly stated otherwise, such photographs will be destroyed at the end of the day and cannot be recovered. Please enquire at ticket offices, the information office or at the entrance to each facility regarding where photographs may be viewed and purchased. Photographs will never be sold to persons other than those appearing in them or persons related thereto. Photographing or recording images displayed at photo viewing and sales points is strictly prohibited.
11. The Park is not responsible for photographs or videos taken personally by visitors during their visit, provided they are for private, domestic use and outside the Park’s control. For any enquiry regarding this information, please contact dpo@grpr.com
12. The Park aims to provide a fully immersive themed experience while maintaining high standards of hygiene and cleanliness. Accordingly, consumption of food and drink is not permitted outside designated areas. The catering terraces throughout the Park are for the exclusive use of customers who have purchased food at the Park’s food and beverage outlets.
13. Minors under the age of 14 are not permitted to enter the Park unless accompanied by responsible adults who assume custody and responsibility for their behaviour.

B) Safety Rules

1. The sale and consumption of alcoholic beverages and tobacco products is strictly prohibited for persons under 18 years of age.
2. For security reasons, the Park reserves the right for duly authorized staff to inspect backpacks, handbags, bags or other luggage in the cases and within the limits established by law. Glass containers and cans are not permitted, as they pose a safety risk.
3. Visitors must keep an eye on their personal belongings at all times. The Park is not responsible, for reasons not attributable to the Park, its facilities or staff, for loss, theft or damage to such belongings.
4. Smoking (including vapes and electronic cigarettes) is prohibited throughout the Park, except in specifically designated and clearly signposted areas. The Park reserves the right to expel any person who, after having been warned by staff to comply with this rule, continues to breach it.
5. The use of remotely piloted aircraft (drones) is not permitted within the Park.
6. The use of selfie sticks is prohibited where their use may involve intrusion into animal enclosures or compromise visitor safety. The Park reserves the right to expel any person who, after being warned by staff, continues to breach this rule.
7. Access to areas reserved for Park staff and to animal shelters and facilities is strictly prohibited, except where expressly indicated.
8. Feeding animals is strictly prohibited except for those species expressly authorized and only with the specific food available for purchase within the Park.
9. Access to animal grasslands and to streams running through the Park is prohibited. Visitors must remain at all times on paths and in areas designated for the public.
10. Minors under 14 years of age must be accompanied by responsible adults at all times, including school groups.
11. Visitors accompanied by minors must ensure that they do not cross perimeter fencing around animal grasslands and pathways, due to the risk of falls and drowning.
12. Visitors with minors under their care must ensure proper supervision at all times, particularly when using playground areas.
13. Chasing or cornering free‑roaming animals within the Park (such as peacocks, pelicans or flamingos) is prohibited.
14. In the event of an emergency, visitors must follow staff instructions. In the case of evacuation, visitors will be informed via the public address system and Park staff. Visitors must evacuate immediately via the indicated routes and must not attempt to retrieve belongings left inside the Park after evacuation.
15. On hot days, visitors are advised to wear head protection and remain properly hydrated to avoid heat‑related health effects.

C) Ticket and Season Pass Rules

1. Ticket prices or, where applicable, Bono Parques passes are refundable only in cases provided for under applicable regulations.
2. The Park ticket or, where applicable, the Bono Parques pass must be retained throughout the visit and produced upon request by Park or security staff. The Park reserves the right to expel any person found inside the Park without a valid ticket or Bono Parques pass.
3. If your ticket includes free accompanying admission, the accompanying person must enter at the same time as the ticket holder and on the first entry to the Park.
4. Certain facilities, services, animal photo sessions, immersive experiences and/or attractions are not included in the ticket price. For further information, please enquire at the Park’s information point or consult the Park website.

D) Rules of Conduct

1. For reasons of courtesy and respect, queue jumping or saving places for others is not permitted. Please respect and await your turn.
2. To ensure that all visitors can enjoy the facilities, visitors must exit each facility at the end of the experience following staff instructions and via the designated route. To use the attraction again, waiting lines must be respected anew.
3. Visitors must take care of their belongings at all times and are strongly advised not to leave them unattended. The Park offers a locker service that may be contracted upon arrival. The Park is not responsible, for reasons not attributable to the Park, its facilities or staff, for damage to or loss of belongings not deposited in the lockers.
4. The taking of photographs and/or videos depicting disrespectful, obscene, unlawful, racist or xenophobic conduct, or any behaviour that violates human dignity, is inappropriate in a family‑oriented context, or breaches Park rules, is prohibited. The Park also reserves the right not to take and/or sell photographs or videos in which such conduct is observed.
5. The Park does not provide a public address system for personal messages.

E) Breaches

The Park reserves the right of admission and expulsion, without entitlement to compensation, for visitors who seriously breach these rules. Where such visitors are Bono Parques holders, withdrawal, cancellation, suspension or temporary removal of the pass may be applied in accordance with the applicable General Terms and Conditions available at https://www.bonoparques.es/terminos-y-condiciones.

Furthermore, the Park reserves the right to refuse admission or expel individuals who engage in the following conduct:

1. Serious disturbance of order within the Park or the commission of any offence or misdemeanor therein.
2. Failure to comply with facility use and safety rules or with staff instructions.
3. Breach of animal safety regulations, including unauthorized access to restricted areas or any form of mistreatment of fauna or flora.
4. Improper or fraudulent use, resale or falsification of tickets or Bono Parques passes.
5. Bathing in fountains or water features not intended for such use.
6. Vandalism or damage to facilities, animals or employees’ property.
7. Conduct that seriously disturbs or adversely affects other visitors or staff.
8. Leaving minors or persons with disabilities under one’s care unattended.
9. Consumption, sale or distribution of any narcotic or illegal substance. Offenders will be immediately expelled and authorities notified.
10. Persons showing clear signs of intoxication or behaviour that may disturb public order.
11. For animal welfare, handling or maintenance reasons, some animals may be temporarily out of public view.

Please always review operational changes and closed areas in advance.