Terms & Conditions

Last updated: 30/09/2026

These Terms & Conditions apply to visitors, guests and customers of Coffs Coast Wildlife Sanctuary (CCWS), located at 65 Orlando Street, Coffs Harbour NSW.

By entering the Sanctuary, attending an event, participating in an animal experience or making a booking with CCWS, you agree to comply with these Terms & Conditions and any reasonable instructions provided by our team.

The health and welfare of our animals, the safety of our guests and the safety of our team are our highest priorities.

1. Conditions of Entry

General Admission

• Admission to Coffs Coast Wildlife Sanctuary is subject to these Terms & Conditions.
• Published times for presentations, and encounters may change without notice.
• We cannot guarantee that all advertised interactions, presentations or animals will be available on every visit.
• Presentations or interactions may be changed, delayed or cancelled due to animal welfare requirements, adverse weather, maintenance, operational requirements or other circumstances.
• Guests must follow all reasonable directions and safety instructions provided by CCWS staff.

Children and Supervision

Children aged 15 years and under must be accompanied and appropriately supervised by a responsible person aged 18 years or over while visiting the Sanctuary.

Individual programs, events and animal encounters may have additional age and supervision requirements. These requirements will be provided at the time of booking.

2. Animal Welfare

The health and welfare of our animals is our highest priority.

Guests must:

• Treat all animals with respect.
• Follow instructions from CCWS staff at all times.
• Only touch or interact with animals when specifically instructed or authorised by trained CCWS staff.
• Remain behind designated barriers and within permitted visitor areas.
• Never enter an animal enclosure or restricted area.
• Never feed an animal unless specifically authorised by CCWS staff.
• Never tease, frighten, chase, harass or intentionally disturb an animal.

Any behaviour that threatens the welfare of an animal may result in the guest being immediately removed from the Sanctuary without refund.

CCWS reserves the right to change or cancel an animal presentation or interaction where necessary for the health or welfare of an animal.

3. Prohibited Items

For the safety of our guests, staff and animals, the following items are not permitted within the Sanctuary unless specifically authorised:

• Glassware
• Sharp or hazardous objects
• Balloons and similar novelty items
• Noisemakers or items that create excessive sound
• Decorations or devices that may disturb or pose a risk to animals
• Bicycles, skateboards, rollerblades, scooters or similar equipment where they may interfere with pedestrian movement or animal welfare

Commercially prepared food and beverages are not permitted to be brought into the Sanctuary unless specifically authorised for a particular event or booking.

Bottled water may be brought into the Sanctuary.

Alcohol and illegal drugs are not permitted, except where alcohol is supplied or consumed in accordance with CCWS's liquor licence and Responsible Service of Alcohol requirements.

4. Assistance Animals

Due to strict quarantine and biosecurity requirements in place to protect the health and welfare of our seals and other resident animals, assistance animals are not permitted to enter the Sanctuary grounds.

This restriction applies to all assistance animals, including guide dogs and hearing assistance dogs.

A designated area is available at the Sanctuary entrance for assistance animals. Our admissions team can assist with arrangements, and water will be provided for the animal's comfort.

Where an assistance animal remains in the designated area, one carer may accompany the animal free of charge.

Please contact Coffs Coast Wildlife Sanctuary before your visit if you require assistance or would like to discuss arrangements for your visit.

5. Alcohol and Responsible Service of Alcohol

CCWS operates under a liquor licence.

Where alcohol is available or permitted:

• Alcohol may only be consumed in designated areas.
• Guests must comply with Responsible Service of Alcohol (RSA) requirements.
• CCWS staff may refuse service where required by law.
• Disorderly, aggressive or intoxicated behaviour will not be tolerated.
• Guests may be required to leave the Sanctuary if their behaviour creates a safety or welfare concern.

6. Smoking and Vaping

CCWS is a smoke-free environment.

Smoking, vaping and the use of e-cigarettes are only permitted in designated smoking areas, where provided.

Guests must comply with all applicable smoking restrictions and staff directions.

7. Photography, Video and Recording

Guests are welcome to take photographs and videos for personal use, provided this does not interfere with the safety, privacy or enjoyment of other guests or the welfare of our animals.

Guests must not:

• Use photography or recording equipment in a way that disturbs animals.
• Enter restricted areas to obtain photographs or recordings.
• Photograph or record other guests, particularly children, in circumstances that unreasonably interfere with their privacy.
• Use photographs, videos or recordings taken at CCWS for commercial purposes without prior written permission from CCWS.

Some animal encounters, behind-the-scenes tour and special events may have additional photography restrictions. Guests must follow the instructions provided by CCWS staff.

8. Photography and Filming by CCWS

CCWS may photograph or record activities at the Sanctuary for security, operational, educational, promotional or marketing purposes.

By entering areas where photography or filming is taking place, you acknowledge that you may appear in photographs or recordings.

Where specific consent is required by law, CCWS will obtain that consent in accordance with applicable requirements.

If you have concerns about being photographed or recorded, please speak with a member of the CCWS team.

9. Bag Inspections and Security

CCWS reserves the right to inspect bags or belongings where reasonably necessary for the safety and security of guests, staff, volunteers and animals.

Guests must not bring prohibited or hazardous items onto the premises.

10. Behaviour and Guest Conduct

We want everyone to enjoy their visit safely and respectfully.

Guests must not:

• Behave aggressively, violently or abusively.
• Use threatening, offensive or inappropriate language towards staff, volunteers or other guests.
• Intentionally damage Sanctuary property.
• Ignore reasonable instructions from CCWS staff.
• Enter restricted areas.
• Interfere with animals or animal care activities.
• Engage in behaviour that creates a safety risk or significantly disrupts the experience of other guests.

CCWS reserves the right to refuse entry to, or remove from the Sanctuary, any person whose behaviour presents a safety, animal welfare or operational concern.

Where a guest is removed due to a breach of these Terms & Conditions, a refund will not ordinarily be provided, subject to any rights the guest may have under applicable law.

CCWS may also involve law enforcement where appropriate.

11. Safety and Staff Instructions

Guests must follow all reasonable safety instructions provided by CCWS staff.

This may include instructions relating to:

• Animal interactions
• Weather conditions
• Wet or slippery areas
• Emergency procedures
• Crowd movement
• Restricted areas
• Photography
• Food and beverages
• Appropriate behaviour around animals

Failure to follow reasonable safety instructions may result in removal from an activity or the Sanctuary.

12. Footwear and Clothing

Appropriate footwear must be worn at all times within the Sanctuary grounds.

Some experiences may involve water, splashing or getting wet. Guests participating in these experiences should wear appropriate clothing and footwear and follow any specific instructions provided at the time of booking.

13. Parking and Vehicles

Vehicles and personal belongings are left at the owner's risk.

Guests should:

• Park only in designated areas.
• Follow all parking signs and instructions.
• Keep valuables secure.

CCWS is not responsible for loss or damage to vehicles or personal belongings except where liability cannot lawfully be excluded.

14. Animal Encounters and Special Programs

Animal encounters, educational programs, tours and special events may have additional Terms & Conditions.

These may include requirements relating to:

• Age
• Adult supervision
• Arrival times
• Appropriate clothing
• Participant numbers
• Photography
• Weather
• Animal welfare
• Safety requirements

Guests must comply with the specific conditions provided when booking an encounter.

CCWS may change, postpone or cancel an animal encounter where necessary for animal welfare, safety, weather or operational reasons.

Where an encounter cannot proceed, CCWS will provide the applicable rescheduling, credit or refund option in accordance with the relevant booking conditions.

15. Bookings, Cancellations and Refunds

Payment is required at the time of booking unless otherwise agreed by CCWS.

Animal Encounters

Under the current CCWS cancellation policy:

• Cancellations made more than 7 days before the booked encounter are eligible for a full refund.
• Cancellations made less than 7 days before the booked encounter are not eligible for a refund. A voucher for the value of the animal encounter booking will be issued instead.
• Vouchers issued for cancelled animal encounters are valid for 12 months from the date of issue.

General Admission Daily Session Pass

Online general admission daily session passes are non-refundable and are valid for 12 months from the date of purchase.

CCWS Cancellations

If CCWS cancels an experience or event, customers will be contacted and provided with the applicable rescheduling, credit or refund option.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights a customer may have under applicable consumer law.

16. After-Hours Events

Additional conditions may apply to after-hours events.

Guests attending after-hours events must:

• Follow all instructions from CCWS staff.
• Respect other guests, staff and volunteers.
• Follow animal welfare requirements.
• Remain within designated areas.
• Comply with applicable alcohol and smoking requirements.
• Follow all event-specific safety requirements.

Guests who fail to comply with these requirements may be removed from the event without refund.

17. Website Terms of Use

We make reasonable efforts to ensure that information published on the CCWS website is accurate and current.

However:

• Program times, prices, availability and presentations may change.
• Website content may occasionally contain errors or omissions.
• Third-party websites and booking platforms may have their own terms and conditions.
• CCWS cannot guarantee that the website will always be available or free from technical issues.

If you identify an error or broken link on our website, please contact us so that we can investigate and correct it.

18. Copyright

Unless otherwise stated, photographs, graphics, written content, logos and other materials published on the Coffs Coast Wildlife Sanctuary website are owned by or licensed to CCWS and are protected by applicable copyright laws.

Website content may be viewed and downloaded for personal, non-commercial use.

Content must not be reproduced, modified, republished, distributed or used commercially without prior written permission from CCWS, except where permitted by law.

19. Privacy

Coffs Coast Wildlife Sanctuary respects your privacy and handles personal information in accordance with applicable privacy laws and our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and disclose personal information, including information provided when making bookings, enquiries, purchases, donations or other transactions with CCWS.

20. Animal Welfare and Quarantine

The health and welfare of our animals is a priority at Coffs Coast Wildlife Sanctuary.

Due to the strict quarantine and biosecurity requirements necessary to protect our resident animals, including our seals, animals belonging to visitors are not permitted to enter the Sanctuary grounds. This includes pet dogs and other companion animals. Assistance animals are managed separately in accordance with our Assistance Animals Policy due to these quarantine requirements. Please refer to that policy for information about visiting CCWS with an assistance animal.

Guests must follow all staff directions relating to animal welfare, animal movements and restricted areas while visiting the Sanctuary.

Our animals may be moved or exercised throughout the Sanctuary grounds during opening hours. For their safety and welfare, guests must not approach, touch, feed or interfere with animals unless specifically instructed or authorised by a CCWS team member.

Animal locations, presentations and activities may vary from day to day to support the health, welfare and individual needs of our animals.

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21. Sustainability

Coffs Coast Wildlife Sanctuary is committed to reducing our environmental impact and supporting wildlife conservation.

Our sustainability initiatives include:

• Waste reduction and recycling
• Participation in the Return & Earn program
• Water conservation
• Responsible sourcing of materials
• Sustainable design and maintenance practices
• Environmental education
• Ongoing review of our environmental performance

We encourage our guests, staff and business partners to support sustainable practices and help protect our natural environment.

22. Changes to These Terms

CCWS may update these Terms & Conditions from time to time to reflect changes to our operations, programs, legal requirements or website.

The current version published on our website will apply to future visits and bookings, subject to any terms that applied to a booking at the time it was made and any rights available to consumers under applicable law.

23. Contact Us

If you have questions about these Terms & Conditions, bookings, accessibility, assistance animals or any of our programs, please contact Coffs Coast Wildlife Sanctuary.

Coffs Coast Wildlife Sanctuary
65 Orlando Street
Coffs Harbour NSW

Website: www.coffscoastwildlifesanctuary.org.au
Phone: 02 6659 1910
Email: info@ccws.org.au

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Refunds & Payment Disputes

Refund Policy

Coffs Coast Wildlife Sanctuary aims to provide clear and fair booking and refund arrangements.

General Admission

Online general admission tickets are non-refundable and are valid for 12 months from the date of purchase.

Animal Encounters

• Cancellations made more than 7 days before the booked animal encounter are eligible for a full refund.
• Cancellations made less than 7 days before the booked animal encounter are not eligible for a refund. Instead, a voucher for the value of the booking will be issued.
• Vouchers issued for cancelled animal encounters are valid for 12 months from the date of issue.

If CCWS Cancels an Experience

If Coffs Coast Wildlife Sanctuary needs to cancel an experience or event due to animal welfare, weather, safety, operational requirements or other circumstances, customers will be contacted regarding the available rescheduling, credit or refund options.

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights a customer may have under the Australian Consumer Law.

Payment Disputes

If you believe there is an error with a payment, charge or booking made through the Coffs Coast Wildlife Sanctuary website, please contact us first so that we can investigate and assist you.

Please provide:

• Your name
• Booking or order number
• Date of the transaction
• Amount charged
• A description of the issue

We will review the transaction and work with you to resolve any genuine payment or booking issue.

If you believe a transaction made using your payment card is unauthorised, please contact your card issuer or financial institution immediately.

For payment or booking enquiries, please contact:

Coffs Coast Wildlife Sanctuary
65 Orlando Street
Coffs Harbour NSW

Phone: 02 6659 1910
Email: info@ccws.org.au 

Chargebacks and Payment Disputes

If a payment dispute or chargeback is raised with your bank or card provider, CCWS may provide the relevant booking, payment and transaction information to the payment provider or financial institution as required to investigate the dispute.

Customers are encouraged to contact CCWS first where possible so that we have an opportunity to investigate and resolve the matter directly.

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