NDIS Program Terms and Conditions

Effective: 1/7/2025

1. Program Overview

Hobart Zoo and Aquarium’s NDIS Program provides a structured, inclusive wildlife experience tailored to the needs of NDIS participants. The program runs for approximately 3 hours and includes up to five animal encounters, facilitated by trained team members.

2. Eligibility

• This program is available to individuals with an active NDIS plan.

• Bookings must be made by the participant, their carer, or an authorised NDIS plan manager.

• A support person may attend at no additional cost.

3. Booking Requirements

• All bookings must be made a minimum of 48 hours in advance.

• Bookings can be made online, via email, or over the phone.

• Confirmation will be sent via email with the participant’s itinerary and access details.

4. Participant Support Needs

• Participants or their representatives must inform us of any mobility, sensory, medical, behavioural, or communication support needs at the time of booking.

• We will make every reasonable effort to accommodate these needs to ensure a positive and safe experience.

5. Arrival and Attendance

• Please arrive at least 15 minutes before the scheduled start time.

• Late arrivals may result in a shortened experience or cancellation without refund if the program cannot be safely or effectively delivered.

6. Weather and Accessibility

• The program runs in all weather conditions.

• Our main building is fully heated and air-conditioned, and accessible facilities are available throughout the zoo.

• In extreme weather or emergency events, we may reschedule your experience at no cost.

7. Health and Safety

• All visitors must comply with Hobart Zoo and Aquarium’s safety protocols, including animal interaction guidelines and staff instructions.

• We reserve the right to modify or withdraw parts of the program if the safety of animals, participants, or staff is at risk.

8. Photography and Media

• Photographs and videos may be taken by staff for promotional purposes.

• Consent forms will be provided and must be signed prior to any filming. Participation is entirely optional.

9. Cancellation Policy

• Cancellations made more than 48 hours in advance: Full refund or no charge.

• Cancellations made within 48 hours of the scheduled session: 50% of the session fee will be charged.

• No-shows or cancellations on the day: Full session fee will be charged.

• Cancellations due to medical emergencies or documented NDIS-related changes may be exempt at management’s discretion.

10. Payment and Invoicing

• We offer direct invoicing to NDIS plan managers or support providers.

• Self-managed participants may pay by card or EFT prior to the visit.

• All invoices are due within 7 days of issue unless otherwise agreed.

11. Participant Conduct

• We reserve the right to discontinue or pause an experience if a participant’s behaviour poses a risk to themselves, staff, animals, or others.

• In such cases, no refund will be provided, but a rescheduled session may be offered based on a risk assessment.

12. Feedback and Complaints

• Feedback is encouraged and can be submitted in person, by email, or via our website.

• Complaints will be responded to within 5 business days and handled in line with our Complaint Management Policy.