Cancellation and Refund Policy - ART ZOO
This Cancellation and Refund Policy applies to all admission tickets sold through ART ZOO’s official sales channels, including:
Online via the official ART ZOO website
Through third parties (such as ticket platforms or travel agencies)
At the museum ticket desk
This policy was last updated on 19 May 2025.
General Provisions
1.1 By purchasing an admission ticket, the visitor agrees to this Cancellation and Refund Policy and declares compliance with all terms and conditions stated herein.
1.2 Admission tickets are personal and non-transferable. No refunds will be issued in the event of loss or theft.
1.3 Tickets purchased in advance are valid only on the date stated on the ticket and automatically expire after that date.
1.4 No refund will be granted if a visitor fails to attend on the reserved date and time.
1.5 Visitors may change their ticket up to 24 hours prior to the date and time stated on the ticket.
1.6 ART ZOO reserves the right to adjust opening hours due to, among other things, emergency response procedures, drills (in accordance with Article 23 of the Dutch Working Conditions Act), or unforeseen incidents. Such changes do not entitle visitors to a refund.
1.7 Visitors who are denied entry due to violations of house rules or other behavioral regulations are not entitled to a refund.
2. Cancellation and Refunds
2.1 Tickets Purchased via Third Parties. For tickets purchased through third parties (such as ticket partners or travel agencies), the cancellation and refund conditions of the respective third party apply. Visitors must contact the ticket seller directly for any changes or refund requests.
2.2 Tickets Purchased at the Ticket Desk. Tickets purchased at the museum ticket desk are non-refundable and cannot be changed.
3. No-Show and Late Arrival
3.1 Failure to appear at the reserved date and time results in forfeiture of the ticket, without any right to a refund or rescheduling.
3.2 In the event of late arrival, entry cannot be guaranteed and is subject to availability and visitor capacity at that time.
4. Exceptions and Force Majeure
4.1 In exceptional circumstances (such as illness supported by a medical certificate or museum closure due to unforeseen events), ART ZOO may, at its sole discretion, offer a voucher or an alternative visit date. This applies only to tickets purchased via the official ART ZOO website and does not apply to tickets purchased through third parties.
4.2 If ART ZOO is forced to close the museum fully or partially due to force majeure, including but not limited to natural disasters, pandemics, or government-imposed measures, refunds or rescheduling will be assessed on a case-by-case basis. ART ZOO is not obliged to provide a refund in such situations.
5. Complaints and Disputes
5.1 Complaints related to this Cancellation and Refund Policy must be submitted within eight (8) working days after the scheduled visit date via email to: mail@artzoo.com.
5.2 Complaints submitted after this period will not be considered.
5.3 ART ZOO aims to respond to complaints in writing within 30 days of receipt.
5.4 The following complaints will not be considered and never entitle the visitor to a refund:
a. Certain objects from the permanent collection not being on display.
b. Partial closure of the museum building, for example due to exhibition installation or dismantling.
c. Disturbance caused by other visitors, including noise, inappropriate behavior, harassment, or theft.
d. Damage caused by other visitors.
e. Disturbance or inconvenience resulting from maintenance work, renovations, or reorganization of museum spaces.
f. Malfunctioning or limited availability of museum facilities.
g. Absence of the visitor due to external circumstances beyond ART ZOO’s control, such as extreme weather conditions or personal circumstances.
Contact
For questions contact:
ART ZOO Museum
Herengracht 368, Amsterdam
E-mail: mail@artzoo.com