Terms & Conditions

Last updated: 6 July 2026

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These Terms & Conditions apply to your use of the St Andrews Aquarium website, online shop, ticket booking system, animal experiences, animal adoptions, gift vouchers, annual passes and visits to the Aquarium.

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Please read these terms carefully before using our website, making a booking or placing an order.

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By using our website, purchasing tickets, booking an experience, buying a voucher, purchasing an adoption pack or visiting St Andrews Aquarium, you agree to these Terms & Conditions.

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Who we are

St Andrews Aquarium is located at:

St Andrews Aquarium
The Scores
St Andrews
Fife
KY16 9AS
United Kingdom

Telephone: +44 (0)1334 474786
Email: splishsplash@standrewsaquarium.co.uk

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References to “we”, “us” and “our” mean St Andrews Aquarium. References to “you” and “your” mean the website user, customer, ticket holder, visitor or person making a booking.

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Website use

You may use our website for lawful personal use only.

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You must not use the website in a way that:

• Breaks any law or regulation

• Damages, disrupts or interferes with the website

• Attempts to gain unauthorised access to the website, systems or data

• Copies, reproduces or uses our content for commercial purposes without permission

• Uploads or sends harmful, offensive or misleading material

We may update, change, suspend or remove parts of the website at any time.

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Website information

We aim to keep the information on our website accurate and up to date. However, information may change from time to time, including opening hours, ticket availability, animal experiences, talks, feeding times, prices, special events and visitor information.

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We do our best to avoid errors, but we cannot guarantee that all website content will always be completely accurate, current or free from mistakes.

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If we notice an error in pricing, availability or product information, we may correct it and contact you if it affects an order or booking you have made.

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Tickets and admission

Tickets purchased online are subject to availability and the terms shown at the time of booking.

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Tickets must be used in accordance with the ticket type, date, time, age category and any booking conditions shown when purchased.

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Where tickets are supplied digitally, you may be asked to show your booking confirmation, e-ticket, QR code or proof of purchase on arrival.

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We reserve the right to refuse entry where:

• A ticket is invalid, duplicated, altered or used fraudulently

• The ticket holder does not meet the ticket conditions

• The visitor behaves in an unsafe, abusive, disruptive or inappropriate way

• The visitor refuses to follow reasonable instructions from staff

• Entry would create a risk to staff, visitors, animals or property

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Children must be supervised by a responsible adult at all times.

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Opening times and attraction availability

Opening times, feeding talks, displays, animal visibility and attraction availability may vary.

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Animals may not always be visible or available for viewing. This may be due to animal welfare, veterinary care, enclosure maintenance, weather conditions, habitat improvements, breeding programmes, conservation requirements or other operational reasons.

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We may need to close or restrict access to certain areas of the Aquarium at short notice.

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We will always try to minimise disruption, but tickets are for admission to the Aquarium as a whole and do not guarantee the availability or visibility of any specific animal, talk, display or area.

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Animal feeding experiences

Animal feeding experiences are subject to availability and must be booked in advance unless stated otherwise.

Experience details, times, duration, age restrictions, included entry and safety requirements will be shown on the relevant experience page or booking information.

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For animal feeding experiences:

• Participants must meet the minimum age requirement stated for the experience

• Participants must follow all staff instructions

• Appropriate clothing and footwear must be worn

• Hands may need to be washed or sanitised before and after the experience

• Additional biosecurity measures may apply

• Participants must not feed, touch or approach animals unless instructed by staff

• Photography may be restricted in some areas

• Late arrival may result in missing the experience

 

We reserve the right to refuse participation if we believe a participant has not followed the rules, is wearing unsuitable clothing or footwear, does not meet the requirements, or may put themselves, staff, other visitors or animals at risk.

Animal experiences may be changed, postponed or cancelled where necessary for animal welfare, veterinary care, safety, staffing, weather, maintenance, biosecurity or operational reasons.

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Where we need to cancel or reschedule an experience, we will do our best to offer an alternative date or suitable solution.

 

Animal welfare

The welfare of our animals is our highest priority.

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All animal encounters, feeding experiences, talks and visitor activities are subject to animal welfare considerations. We may change, shorten, postpone or cancel an activity if our team believes it is in the best interests of an animal.

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No visitor is guaranteed direct contact with any animal unless this is clearly stated as part of a specific booked experience.

 

Annual passes

Annual passes are valid for the period stated at the time of purchase, usually from the date of issue or activation.

Annual passes are for the named pass holder only unless stated otherwise. They cannot be transferred, resold or shared.

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Annual passes may be subject to:

• Validity dates

• Visitor category restrictions

• Exclusion dates or special event restrictions

• Identification checks

• Booking requirements during busy periods

• Replacement fees for lost passes

 

Annual passes do not guarantee entry where the Aquarium is closed, at capacity, hosting a private event, or otherwise unable to admit visitors for safety or operational reasons.

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Gift vouchers

Gift vouchers may be used only for the products, services or experiences stated on the voucher or at the time of purchase.

 

Gift vouchers:

• Cannot be exchanged for cash

• Cannot be resold

• Must be used before the expiry date, where one is stated

• Cannot usually be replaced if lost, stolen or damaged

• May be subject to availability

• May not be valid for every ticket, product, event or experience

 

If a voucher is for a specific experience or product, booking in advance may be required.

 

Animal adoptions

Animal adoptions are symbolic and help support St Andrews Aquarium and the animals in our care.

An animal adoption does not give the adopter ownership rights, naming rights, exclusive access, handling rights or decision-making rights in relation to any animal.

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Adoption packages may include items such as digital adoption materials, tickets, certificates, event invitations, vouchers or other benefits, depending on the package purchased and the details shown at the time of order.

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Adoptions usually last for the period stated at the time of purchase.

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We may update or change adoption pack contents from time to time. If an animal is moved, renamed, transferred, unavailable, no longer on display or no longer part of the adoption programme, we may offer an alternative animal or suitable replacement where appropriate.

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Digital adoption packs will be sent to the email address provided. It is your responsibility to provide the correct recipient details and personalised message information.

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Shop purchases and physical products

Where physical products are sold through our website or shop, product descriptions, prices and availability will be shown at the time of purchase.

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We aim to describe products accurately, but colours, sizes and appearance may vary slightly from website images.

If a product is unavailable after you order, we will contact you to offer a replacement, alternative solution or refund.

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Prices and payment

Prices are shown in pounds sterling and include VAT where applicable, unless stated otherwise.

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Payment must be made using one of the payment methods available at checkout.

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Your booking or order is not confirmed until payment has been successfully received and a confirmation has been issued.

 

We reserve the right to change prices at any time. Price changes will not affect confirmed bookings or orders unless there has been an obvious pricing error.

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Order and booking confirmations

After placing an order or making a booking, you should receive a confirmation by email or through the relevant booking system.

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Please check your confirmation carefully and contact us as soon as possible if anything is incorrect.

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It is your responsibility to provide accurate contact details, including your email address and telephone number where required.

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We are not responsible if you do not receive important booking or order information because incorrect details were provided or emails are filtered into spam or junk folders.

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Cancellations, refunds and changes

Cancellation and refund rights depend on the type of product, ticket, voucher, booking or service purchased.

 

Tickets, dated bookings and experiences

Tickets, dated bookings, events and animal experiences may be non-refundable once booked, particularly where they are for a specific date or time.

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If you cannot attend, please contact us as soon as possible. We may, at our discretion, offer to move your booking to another date where availability allows.

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We are not required to offer a refund where you miss your booking, arrive late, fail to attend, do not meet the participation requirements, or choose not to use your ticket.

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Cancellations by us

If we need to cancel a ticketed event, booking or experience, we will contact you where possible using the details provided.

Depending on the circumstances, we may offer a rescheduled date, alternative experience, credit, voucher or refund.

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We are not responsible for additional costs you may incur, such as travel, accommodation, parking or other expenses.

 

Physical goods

For many online purchases of physical goods, you may have the right to cancel your order within 14 days of receiving the goods, unless an exemption applies.

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Goods should be returned unused, in their original condition and with appropriate packaging.

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You may be responsible for return postage unless the item is faulty, damaged or not as described.

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Refunds may be reduced if goods have been handled more than necessary.

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Digital products and digital adoption packs

Where digital products, e-tickets, vouchers or digital adoption packs are supplied, cancellation rights may be affected once the digital content has been sent, accessed, downloaded or redeemed.

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Personalised items

Personalised or customised items may not be cancellable or refundable unless they are faulty, damaged or not as described.

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Faulty, damaged or incorrect items

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible with your order details and, where helpful, photographs of the issue.

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We will review the issue and may offer a replacement, repair, refund or other suitable solution in accordance with your legal rights.

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Nothing in these Terms & Conditions affects your statutory rights.

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Visitor conduct and safety

Visitors must behave responsibly and follow all safety signs, staff instructions and visitor guidance.

 

You must not:

• Tap on glass or disturb animals

• Feed animals unless part of a supervised experience

• Cross barriers or enter restricted areas

• Climb on displays, enclosures, railings or structures

• Damage property

• Smoke or vape outside designated areas, if any

• Behave abusively, aggressively or dangerously

• Put yourself, other visitors, staff or animals at risk

 

We reserve the right to remove visitors from the Aquarium without refund where behaviour is unsafe, abusive, disruptive or in breach of these terms.

 

Children and supervision

Children must be supervised by a responsible adult at all times.

 

Parents, guardians, carers and supervising adults are responsible for the behaviour and safety of children in their care.

Some experiences, areas or activities may have age, height, health, mobility or supervision requirements.

 

Accessibility and assistance dogs

We aim to make St Andrews Aquarium as welcoming and accessible as possible.

 

Registered assistance dogs are welcome in our aquarium, public reception and gift shop areas, as well as the public toilets.

 

Please be aware that the gift shop and toilets are accessed by stairs.

 

Unfortunately, we do not currently have kennel facilities on site.

 

Visitors are encouraged to read our full Assistance Dog Policy and Accessibility Statement before visiting, or contact us if they have specific access questions.

 

Photography and filming

Visitors may take photos or videos for personal, non-commercial use unless signage or staff instructions say otherwise.

 

Flash photography may be restricted in certain areas for animal welfare reasons.

 

Commercial photography, filming, media work, promotional shoots or drone use are not permitted without prior written permission from St Andrews Aquarium.

 

By attending events or public areas, visitors acknowledge that photography or filming may occasionally take place for St Andrews Aquarium marketing, security or operational purposes. Where possible, we will make this clear.

 

Website content and copyright

All website content, including text, images, logos, graphics, design, videos and other materials, belongs to St Andrews Aquarium or its licensors unless stated otherwise.

 

You must not copy, reproduce, adapt, distribute or use our website content for commercial purposes without our written permission.

 

You may share links to our website for personal or informational purposes.

 

External links and third-party services

Our website may link to third-party websites or services, including booking platforms, payment providers, social media platforms, maps, embedded tools or partner websites.

 

We are not responsible for the content, security, availability, privacy practices or terms of third-party websites.

You should read the relevant third-party terms and privacy policies before using their services.

 

Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your legal rights.

 

Subject to this, St Andrews Aquarium is not responsible for:

• Losses that were not reasonably foreseeable

• Losses caused by events outside our reasonable control

• Travel, accommodation, parking or other additional costs

• Website downtime or technical issues

• Third-party websites, platforms or services

• Losses caused by failure to follow visitor rules, safety notices or staff instructions

 

Visitors are responsible for their own belongings while visiting the Aquarium.

 

Events outside our control

We may need to change, delay, cancel or restrict services due to events outside our reasonable control. These may include severe weather, power failure, flooding, fire, illness, biosecurity risks, animal welfare issues, government restrictions, transport disruption, supplier issues, emergency repairs or other unforeseen events.

 

Where this happens, we will do our best to communicate with affected customers and offer a fair solution where appropriate.

 

Privacy and personal information

We process personal information in accordance with our Privacy Policy.

Please read our Privacy Policy to understand how we collect, use, store and protect personal information.

 

Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

 

The latest version will be available on our website. The terms that apply to your booking or purchase will usually be the terms in place at the time you made that booking or purchase, unless a change is required by law or for safety, operational or animal welfare reasons.

 

Governing law

These Terms & Conditions are governed by the laws of Scotland.

If a dispute arises, we encourage you to contact us first so that we can try to resolve the issue.

 

Contact us

If you have any questions about these Terms & Conditions, please contact:

St Andrews Aquarium
The Scores
St Andrews
Fife
KY16 9AS
United Kingdom

Telephone: +44 (0)1334 474786
Email: splishsplash@standrewsaquarium.co.uk