1. General information
This website, wwww.zooplanckendael.be (“Website”), is the property of and managed by VZW KONINKLIJKE MAATSCHAPPIJ VOOR DIERKUNDE VAN ANTWERPEN, registered with the Crossroads Bank for Enterprises with company number 0407.186.105 and with registered office in 2018 Antwerp, Koningin Astridplein 26 (“KMDA”).
2. Applicability of the general terms and conditions
These General Terms and Conditions (“General Terms and Conditions”), as well as the park regulations (“Park Regulations”), govern all agreements entered into by KMDA and their conclusion in relation to one of the parks managed by it (Antwerp ZOO and Planckendael ZOO – “Parks”). The counterparty to these agreements will be referred to as: the “Buyer”.
These General Terms and Conditions, as well as the Park Regulations, will be provided to the Buyer before the conclusion of the Agreement. Their applicability will be accepted by the Buyer by the mere fact of the purchase of a ticket or membership by and/or issued by KMDA. This acceptance also applies to all future agreements between the parties. Deviations from (a part of) these General Terms and Conditions or the Park Regulations will only be valid if and insofar accepted by KMDA in writing.
Considering the importance of these General Terms and Conditions, we recommend you study them carefully. You declare to have read, understood, and accept these General Terms and Conditions by viewing and using the Website.
Visiting the Park constitutes acceptance of the Park Regulations and the Privacy Policy.
3. Prices
The prices of tickets/memberships as shown on our Website are in euros and will include all taxes.
Anyone who has requested a special rate (children, young people, students, 60+, persons with a disability, and others) must be able to present an official document when passing the entrance check. If such a document cannot be presented, KMDA reserves the right to deny access to the Parks and to only grant access after payment of the applicable default rate. Children below the age of 3 can access the Parks for free.
4. Tickets
4.1. Purchasing tickets
You can purchase online entrance tickets (“Online Tickets”) to visit (one of) the Parks on the Website. An Online Ticket is defined as the document ordered and paid on the Website and printed by the Buyer intended to be used as an entrance ticket.
The person who completes the electronic purchase is responsible for providing the correct requested Personal Data to the KMDA. This applies to both Personal Data of the Buyer and all other persons involved (“Third Party/Parties”) for whom Online Tickets are purchased.
The Buyer is required to respect all steps when ordering Online Tickets. For example, the Buyer must provide the email address to which the Online Tickets will/must be sent before the payment. The Buyer is responsible for providing a correct email address. KMDA cannot be held liable if the Buyer does not receive the Online Ticket because he/she provided an incorrect email address.
Besides Online Tickets, tickets (“Entrance Tickets”) to visit the Park can also be purchased on location (at the ticket booth of the Parks or the ticket machines).
4.2. Conditions governing tickets
If the Buyer has not received his Online Tickets, he/she must call 032024540 during the hours set out on the Website. KMDA will only provide support if there are issues with receiving the tickets.
The Online Ticket will only be valid if it is perfectly legible. Access can be refused if the ticket is illegible. Each Online Ticket can only be used once. Any attempted abuse, forgery, or fraud gives KMDA the right to initiate civil and/or criminal proceedings. An Online Ticket will not be refunded or exchanged.
Only the first person presenting the original Online Ticket will be granted access to the Park. A second presented ticket will be considered a copy and will not grant the person access to the Park.
5. Memberships
A person will be a member of KMDA if he/she has a valid provided membership card registered in his/her name for the period of one year. The price of the membership will be determined by the board of KMDA.
Any person aged 18 or over can be registered as a member of KMDA and can choose between a personal membership or a family membership. Children between the ages of 3 and 17 can be registered as a member of KMDA if one of their parents concludes a membership with an annual family contribution and if they reside in the household and are not married. Children below the age of 3 can access the Parks for free.
The person who purchases a membership for minor children must exercise the parental authority or the (foster) guardianship over these children.
5.1. Various membership forms and the associated conditions
a. The membership with annual personal contribution
This membership and the corresponding membership card are strictly personal, registered in the name of the member, and contain a picture.
It is strictly forbidden to have another person use this personal card.
b. The membership with an annual family contribution
This membership is registered in the name of the family members covered by the family membership based on this article. A family entails the parents and the unmarried children below the age of 18 living at home (on the date of the purchase of the membership). The unmarried children over the age of 18 living at home (without own children) can only make use of the family membership following payment of an additional annual contribution (*) determined by the board.
An unmarried brother, sister, father, mother, grandchild, or au pair of the member officially residing in the family residence can also make use of the family membership after payment of an additional annual contribution (*) determined by the board. An unofficial copy of the household composition must always be presented in this case.
Each family member covered by the family membership over the age of 3 will receive a personal membership card registered in his or her name with a picture.
It is strictly forbidden to have another person use this personal card.
(*) this contribution amounted to €50 per person on 1/1/2024
Remark
Divorced persons or persons no longer cohabiting can purchase a family membership that also covers their unmarried children below the age of 18 who are not living with them but with an ex-partner (refer to 5.1(e)). This is possible after the submission of the birth certificate of the child or the family register. Each child aged 3 or over will receive a personal access card registered in his or her name with a picture.
Please note: the ex-partner cannot be included in the family membership; the family membership will be provided to one of the ex-partners. The membership will only be amended to reflect the new family situation as of the expiry of its validity period. This is possible at the request of one of the ex-partners. Personal disputes are not the responsibility of KMDA. The other ex-partner can also purchase his or her own individual or family membership after the validity period.
c. The membership for people aged 60 and over
In order to qualify for the reduced rate for people aged 60 and over, the following conditions must be met:
- in order to qualify for a family membership, one of the partners (married or officially cohabiting couple) must have reached the age of 60 on the day of the purchase;
- in order to qualify for a personal membership, the Buyer must have reached the age of 60 on the day of purchase.
d. The membership for persons with a disability
In order to qualify for the reduced rate for people with a disability, at least one family member must have a European Disability Card.
KMDA has the right to request a copy of this European Disability Card to confirm and verify the regulations. This copy will be destroyed within 14 days of the purchase of the membership.
e. The membership for single-parent households
In order to qualify for the reduced rate for single-parent households, the following conditions must be met: the membership owner must be single, divorced, a widower/widow, or one of the partners must waive the membership.
f. The membership for foster families or adoptive families
The following conditions will apply in order to qualify for the foster family membership:
- only children who were officially assigned to a family by the court or a youth institution for a period of at least 50 days per year can use the membership. The foster or adoptive family must bring official proof registered in the name of the child assigned to them;
- new proof must be presented whenever a new child is adopted or included in a foster family;
- care homes or other institutions do not qualify for a foster (or adoption) membership, as it is reserved for families.
g. Student membership
In order to qualify for a student membership, the following conditions apply: a student is defined as anyone between 18 and 25 years of age who can present proof of enrolment at an educational institution for the current academic year.
The content of a student membership is identical to the individual membership, except for the additional benefits granted to a renewing member subject to certain conditions.
The student membership cannot be used in conjunction with other actions, promotions, or benefits. For the purposes of inspection and confirmation of student status, KMDA requires submission of a copy of the proof of enrolment. This copy will be destroyed after the expiry of 1 month following the purchase of the student membership.
h. Shareholder membership
A person will be considered a member-shareholder if he/she has a purchased membership and holds at least one share in NV KMDA Onroerend Patrimonium. The share must be registered.
The board of KMDA will indicate “shareholder” on the membership card. A member-shareholder can bring two persons to the Park per day at no cost during the regular opening hours. This applies subject to a total of max. 10 persons per calendar year. The shareholder must always accompany the guests. The spouse or members of his or her household cannot replace the member-shareholder.
5.2. Duration of the membership
The membership will always be concluded for the duration of one year, which does not necessarily coincide with the calendar year. The board can determine the starting date of the membership. All memberships will be valid for 365 days, as of the purchase date.
KMDA will inform the membership owner near the end of the period of validity of the membership. This will be done by sending an email or letter a number of weeks before the end of the validity period and, possibly, by sending emails or letters after the expiry of the validity period.
5.3. Theft or loss of the membership card
If the membership card is lost, a copy can be obtained against payment of a fee determined by the board (**).
A free copy can be obtained in case of theft after submission of an official police report.
(**) this allowance amounted to €5 on 1/1/2024
5.4. Abuse
In case of abuse of the membership card (for example, when sharing the card), it will be revoked unconditionally without the right to a pro-rata refund of the membership fee for the remaining period.
The board will always have the right not to grant a membership to a member if he or she has taken actions that conflict with the interests of the association. This decision does not need to be substantiated.
5.5. Death
The membership will expire in case of the death of a member. The membership fee can be refunded pro-rata for the period during which the person is deceased. The membership can be acquired and continued by an heir of the deceased person provided that the membership fee is amended to be in line with the current membership conditions.
5.6. Use of the membership card
Each member is required to spontaneously present his or her membership card to the entrance staff during each visit in order to be granted access to the park. KMDA will provide a free entrance ticket for the first instance in which the membership card is forgotten. If the member forgets the membership card for a second time in a period of 365 days, the member must purchase an entrance ticket for a price determined by the board (***).
(***) this price amounted to €5 per forgotten membership card on 1/1/2024.
5.7. Picture on the membership card
A membership card must contain a picture of the member in order to be valid. This picture can be a copy of the picture on the identity card. This picture serves to identify the member. This picture will be kept by KMDA but not shared with other external parties. The picture will be kept by KMDA as long as the membership is active and for a subsequent period of no more than 5 years. KMDA will remove the picture after this retention period.
5.8. Company discounts
KMDA concludes agreements with a number of employers, based on which employees of these employers are given a discount on their membership. The employee must complete a form provided by the employer to be granted this discount. KMDA will retain this form for a period of 2 years following the purchase before removing it. KMDA will provide this form for inspection at the request of the employer. KMDA will never provide a refund equal to the value of this discount for a current membership. A company discount must be requested before the membership is purchased.
The employee using the discount must be included in the membership to be eligible for a company discount. The company discount is strictly personal. It cannot be passed on to friends or family members, nor can it be applied to two individual memberships within the same family.
5.9. Benefits granted to members
- Persons with a valid membership card can freely access the Park every day during the validity period of their membership on all days on which the Parks are open (currently 365 days per year), except in cases of force majeure, during the hours determined by the board (announced at the entrance and listed on www.zooantwerpen.be and www.zooplanckendael.be). Access to night events or events outside of the regular opening hours is not included.
- Persons with a valid membership card can also participate in events organised for them in the halls (including concerts, presentations, movies, and the like). Some of these initiatives require an additional contribution determined by the board. More information about these events will always be provided on the website or through Mijn ZOO.
- The membership card can also grant additional benefits, a list of which can be found on www.zooantwerpen.be and www.zooplanckendael.be. KMDA is not responsible for any changes to the contents or validity period of the benefits at external partners.
- Members who are grandparents can also bring their grandchildren aged between 3 and 17 following the purchase of a special “grandchild card” valid for 10 visits. The price of this card will be determined by the board (****). This grandchild card is only valid for the Parks and the child must be accompanied by one of the grandparents. This card is not valid for godchildren, nephews, nieces, and the like, but only for grandchildren. (Grand)children below the age of 3 can access the Parks for free.
- Benefits in the shops or catering facilities of Antwerp ZOO and Planckendael ZOO can only be provided following the presentation of a valid membership card.
(****) this contribution amounted to 75 euros on 1/1/2024
6. Payment
The tickets or memberships purchased online must be paid immediately upon the purchase through the payment platform provided on the Website. The payment module will be managed directly by INGENICO Payment Services or Buckaroo. Personal data required to process the payment will be exchanged. KMDA rejects all liability related to this payment module. Proof of payment cannot be used as an entrance ticket.
If the website or payment module is (temporarily) unavailable for any reason, you cannot purchase any ticket(s) or membership(s) online. In this case, you must visit the ticket booth or membership services of KMDA directly.
The Website visitor completing the purchase will be considered the Buyer. He/she is the person required to complete the payment, even if the online tickets are intended for a third party. The online tickets may not be resold or gifted to third parties in the context of a commercial partnership unless agreed otherwise with KMDA.
Purchased tickets may not be used in the context of advertising, promotions, competitions, and the like without the explicit permission of KMDA.
7. Data protection legislation
KMDA will comply with all applicable data protection legislation, both national, European, and international, with respect to all Personal Data received.
Personal Data (“Personal Data”) will be considered all information about an identified or identifiable natural person. An identifiable person is a person who can be identified, directly or indirectly, in particular by reference to an identifying factor such as a name, number, location details, an online identifier, or one or more elements specific to that person’s physical, physiological, mental, economic, cultural, or social identity.
In the context of the applicability of data protection legislation, the person with the parental authority over the child with respect to the legitimate processing of the personal data will be requested permission. This only applies to children under the age of 16. If the child is over the age of 16, his/her permission is sufficient for legitimate processing.
Personal Data will be gathered with the purpose of offering and selling tickets and/or memberships to the Buyer and Third Parties. Personal Data will be kept for a period of 2 years following the purchase of online tickets and/or entrance tickets if no account is created. The data will be kept for a period of 5 years following the end of the validity period of the membership.
After this period, KMDA will take the steps required to anonymise these Personal Data. If an account is created during the purchase, the Personal Data will be kept for a period of 2 months following the deletion of the account, after which KMDA will anonymise the data.
Any received Personal Data will be processed by KMDA. KMDA ensures the security of the received Personal Data and will take suitable organisational and technical measures for this purpose. Personal Data will not be shared with or sold to other third parties, third countries, or international organisations unless indicated otherwise.
Both the Buyer and a Third Party will always have the right to access their Personal Data at any time, and to correct, limit, supplement, or remove them. Each Buyer and Third Party can object to the processing of their personal data for serious and legitimate reasons if KMDA has no statutory or general interest in the processing. You can always contact KMDA at privacy@kmda.org.
If you want to submit a complaint concerning a breach of your Personal Data, you can contact the Data Protection Officer of KMDA at dpo@kmda.org or the Data Protection Authority at contact@apd-gba.be.
8. Information and marketing mails
KMDA may send informative emails, both online and offline, to the provided email address. Informative emails are intended to keep you informed about important changes or other information. These may include changes related to events, parking options, prices, other practical details, and more.
KMDA may also send marketing emails, both online and offline, to the provided email address. Marketing emails aim to provide you with commercial messages, discounts, invitations to events, and more. You can always revoke your permission for marketing communication by unsubscribing through the newsletter or by sending an email to privacy@kmda.org. KMDA will consider the revocation of your permission from the moment it is received.
KMDA can always contact/invite you if events similar to those you have visited previously are organised.
KMDA has the right to contact its multi-annual members in the context of surveys or market research.
9. Changes, cancellations, and force majeure
9.1. In case of changes to the programme, the layout and/or the availability of the Park, the date, the place, the price, or the complete cancellation of the visit, the liability of KMDA will be limited to refunding the ticket price. The tickets must be returned within two weeks of the cancellation date in order to qualify for the refund. Tickets must be returned to the following address: Koningin Astridplein 26, 2018 Antwerp.
KMDA cannot be held liable for any other resulting damage.
9.2. If the Buyer cannot access the Park due to a certain cause or circumstances beyond the control or possibilities of the Park, either physical (accident of the visitor, closed roads, or others), social (transport strikes), or statutory (restrictions or conditioning by the government), the Buyer will not qualify for the refund or postponement if the essential services of the visit continue to be offered by KMDA.
9.3. If the Park is unable to fully or partially fulfil its obligations due to force majeure, the obligations of KMDA will be postponed automatically and KMDA cannot be held liable by the Buyer for the failure to fulfil the agreement. Cases of force majeure include strikes, general or internal social actions, medical, health, safety, and climate-related circumstances that pose a risk to the activities of the Park or its customers, or any public order to cease or restrict the activities of the Park for any reason.
9.4. None of these refund conditions apply to members. Exceptional closures, restrictions to the number of visits per day or period, and limitations to the activities of the Park, even if extended, will not lead to compensation or extension of the validity of the membership. Based on the measures imposed by the authorities, KMDA cannot be held liable for the indefinite limitation of the number of permitted visitors per day and the implementation of, for example, a pre-registration system. The inability of a member to book a visit and, accordingly, visit the Park if the number of permitted visitors per day is exceeded does not lead to compensation or extension of the validity of the membership.
10. Website
The entire content of the Website is the property of or controlled by KMDA. You may only use the content for your personal use in the context of ordering Online Tickets or memberships and download it for non-commercial purposes; the content may not be amended or copied. The content may not be used or copied in any other manner. KMDA will do all which is reasonably possible to offer current and correct information on this Website but does not make any promises and offers no guarantees concerning the accuracy, validity, or completeness of provided information. KMDA is not liable for any damage or detrimental effects arising from your access to the Website or the inability to access the Website (in a timely fashion) or your use of any information provided on the Website. The Website can contain links or references to other sites, however, KMDA is not responsible for the content of such other sites and not liable for any damage or detrimental effect arising from their content. Any link to other sites is offered only for the convenience of the users of this Website.
11. The right of withdrawal
The right of withdrawal set out in Article VI.47 of the Belgian Code of Economic Law concerning market practices and consumer protection in remote sales does not apply. KMDA refers to Article VI.53, 12° of the Belgian Code of Economic Law (“The Consumer cannot exercise the right of withdrawal set out in Article VI. 47 for (...) the provision of accommodation for other purposes than residential purposes, transport, car rental services, catering, and services related to leisure activities, if the agreements set out a specific implementation date or period”). The Online Tickets and memberships are services related to leisure activities within the meaning of Article VI.53,12° of the Belgian Code of Economic Law.
12. Final provisions
12.1. KMDA has the right to amend these General Terms and Conditions at any time. The notice on the Website will serve as an announcement of any amendments. Amendments will be valid as of the moment on which the General Terms and Conditions are published on the Website.
12.2. The nullity or unenforceability of one or more (parts of) provision(s) of these General Terms and Conditions will not affect the validity or enforceability of other (parts of) provisions, which will remain in full force and effect.
12.3. If a provision or partial provision of these General Terms and Conditions or the Agreement is or becomes invalid, unlawful, or unenforceable, this provision will be deemed to have been amended to the extent necessary to make it valid, lawful, and enforceable. If such an amendment is not possible, the provision or partial provision in question will be deemed to have been removed. An amendment to or removal of a provision or a part of a provision based on this clause will not affect the validity and enforceability of the rest of these conditions or the agreement.
12.4. Only the laws of Belgium apply. Any dispute will be subject to the exclusive competence of the courts (of appeal) of Antwerp, Antwerp division.