Terms & Conditions
Ticketing and Pricing Policies
The following booking conditions form the basis of your contract with ZIPCITY Macau Ltd (“ZIPCITY”). Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions and agree to them.
ZIPCITY’s top priority is the well-being of each and every guest who takes part in the ride. All equipment utilized has been engineered to meet or exceed industry standards, ensuring a safe and enjoyable experience for our guests. Our ziplines and platforms are inspected daily and are registered with the ACCT (Association for Challenge Course Technology) Safety Authority. In addition, our team is thoroughly trained in every aspect of working at heights, so you can feel confident you are in good hands while on your tour/experience.
Please refer to our frequently asked questions for additional information on what to bring and wear for your tour/experience. A 100% deposit is due at the time of the reservation.
All guests will be required to follow the safety policies and procedures of ZIPCITY and staff instructions during activities.
Physical and Health Requirements
The ZIPCITY tour/experience is an “active participation” activity. This tour/experience is not appropriate for those with recent/chronic back or knee issues and participants must be able to raise their arms above their head. Our tour/experience is not recommended for those who are pregnant, or those who experience dizziness, seizures, or have any other physical impairments. Those with heart conditions or high blood pressure should consult a physician prior to making a reservation.
Guests must also be able to hold to their slings with one hand, and bear weight on both legs for extended periods of time without the use of aids. We recommend that you be able to easily climb stairs and you can stand from a seated position without difficulty. If you have a medical condition of any kind which limits your physical activity you must notify us prior to the tour/experience.
You may read our Medical Conditions policy in full here.
Our weight restrictions are 30kg minimum and 100kg maximum.
ZIPCITY operates during rain or shine. We will not refund tickets based on average weather conditions for the area. We will advise should there be inclement weather or weather that does not otherwise meet industry requirements around wind speeds and direction.
Waiver and Consent
All guests will be required to sign a Waiver and Consent Form in favour of ZIPCITY before departing on any trip. Parents or guardians are required to sign for participants under 18 years of age. Please refer to “Ride Status” at www.zipcity.com for relevant information on the day of your activity.
This document outlines the risk involved with the zipline activities at our zipline venue. By completing the waiver, you are agreeing to accept this risk. The waiver must be completed at time of check-in and witnessed by our staff.
Each guest agrees and acknowledges that when they sign up for the zipline activities they have significant responsibility for their own safety and that they agree they are ULTIMATELY RESPONSIBLE for their own safety or the safety of any accompanying minors during participation on a tour/experience.
Please feel free to read over our Waiver and Consent form prior to your visit to ZIPCITY by which can be found here.
Unless otherwise specified, check-in time for all tour/experiences is 30 minutes prior to the scheduled tour/experience time.
In order to participate in this tour/experience, guests will be briefed on the safety policies of ZIPCITY, ZIPCITY will terminate the tour/experience for any guests who do not comply with ZIPCITY’s safety requirements or instructions.
Guests will be fitted with a body harness by a staff member and will then attend a zipline orientation session to learn the rules and procedures governing safety for this activity. On the tour/experience the staff will clip guests in and out of the ziplines and safety cables. Guests must obey the safety procedures and instruction of their guides at all times.
In case of any injury, accident, or illness during your participation in the zipline activities, you shall receive (and pay for) any medical treatment that has been deemed necessary for your safety.
ZIPCITY advises all guests to obtain independent travel insurance for coverage of any necessary medical treatment that may arise.
Please Note: If you book a ZIPCITY tour/experience which is arranged or provided by a travel agent or tour/experience operator (‘travel organizer’), your booking and cancelation policies contract for your tour/experience will be with your travel organizer and not with us. The travel organizer’s own booking conditions will apply to your contract.
These booking conditions only apply to tour/experience arrangements which you book with us at ZIPCITY and which we agree to make, provide or perform (as applicable) as part of our contract with you.
Making your booking
All booking forms must be completed by the first named person on the booking (“Party Leader”).
The Party Leader must be authorized to make the booking on the basis of these booking conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. By confirming the booking form, the Party Leader confirms that he/she is so authorized and has read and agreed to the booking conditions.
The Party Leader is responsible for making all payments due to us and must be at least 18 when the booking is made.
Subject to the availability of your chosen arrangements, we will confirm your tour/experience by issuing a booking confirmation sent to specified contact details of the Party Leader.
Minors must be accompanied by a parent or guardian over the age of 18. Parents and guardians have full responsibility for ensuring the general safety and behaviour of minor children. Please note that unfortunately we cannot accept any children under the age of 7, unless by prior arrangement and agreement by ZIPCITY management.
In order to confirm your chosen tour/experience, full payment for all parties on the booking must be received by ZIPCITY. The total price of your chosen tour/experience will be confirmed at the time of booking.
Once your booking is confirmed, deposits can only be refunded as set out in these booking conditions.
If we do not receive all payments due (including any surcharge where applicable) in full and on time, we are entitled to assume that you wish to cancel your booking.
Cancellation by Guest
Cancellation by the guest of the tour/experience departure or failure to note and adhere to ZIPCITY’s requirements or guest responsibilities for any reason, including over or under the weight restrictions, or “no-shows” shall be without refund, compensation, or liability on the part of ZIPCITY whatsoever.
Cancellation by ZIPCITY
ZIPCITY reserves the right to cancel tour/experiences due to inclement weather, foreseeable hazards, insufficient bookings, or events beyond our control. In these events, ZIPCITY will notify guests of cancellations or changes as soon as possible and will offer the choice of the below options:
- In the case of a significant change, acceptance of the changed arrangements; or
- The purchase of an alternative tour/experience from us, of a similar standard to that originally booked. If the alternative tour/experience is less expensive, we will refund the difference but if it is more expensive, we will ask you to pay the extra cost; or
- Acceptance of the cancellation in which case you will receive a full and quick refund of all monies you have paid to us.
Special requests and medical conditions / disabilities
If you have any special requests, you must advise us at the time of booking. Although we will endeavour to entertain any reasonable requests, we regret we cannot guarantee any request will be met.
If you or any member of your party have any medical condition or disability which may affect your tour/experience or alternatively have any special requirements as a result of any medical condition or disability (including any which affect the zipline requirements), please provide us with the full details in writing before you proceed with your booking. A detailed list of medical conditions which are permitted or alternatively permitted with some caution as adjustments may be required are detailed below:
Participants with any of the following conditions, please discuss with the ZIPCITY team so we are aware of your visit: heart palpitations not requiring medication, chronic fatigue syndrome, inflammatory or irritable bowel syndrome, COPD, arthritis and gout.
Participants with any of the following conditions, please discuss your needs further with the Booking Team to ensure we can make the zipline accessible for you: amputee, ankylosing spondylitis, arrhythmias, asthma, atrial fibrillation, audio impairment, behavioural disorder, broken bones, cancer patients, cardiomyopathy, catheter or colostomy bag, cerebral palsy, cerebral vascular attack, congenital heart disease, COPD requiring nebulisers or previous hospital admission, cystic fibrosis, dementia or brain injury, epilepsy, fibromyalgia, heart attack or myocardial infarction, high blood pressure, hyperextension joints, insulin dependent diabetes, learning disability, low blood pressure, prone to fainting, multiple sclerosis, muscular dystrophy, myasthenia gravis, neurodevelopmental disorder, osteoarthritis, rheumatoid arthritis or osteoporosis, pacemaker, fitted device, PMLD profound and multiple learning disability, spina bifida, valvular heart disease and visual impairment.
We apologise that participants with any of the following conditions are unable to take part in the zipline adventure due to safety restrictions which include: any nose or throat disease causing breathing difficulties, beta blockers, blood thinners, bone cancer, brittle bones, cancer effecting breathing, current blood clot on lungs/ PE, drug or alcohol intake, haemophilia, infectious disease, e.g. current chicken pox, whooping cough, moderate to severe heart failure, neck or spinal weakness and increased risk of injury or surgical implants to stabilize, pregnancy, previous or current retinal detachment, severe anaemia, severe COPD, on portable or home oxygen, unstable angina/ ischaemic heart disease, and untreated psychosis.
Please note failure to do promptly advise us of any medical condition or disability which may affect the safety of you and other persons on the tour/experience shall not be tolerated and may result in legal action being taken against you. If you are unsure of your condition you should consult your GP and obtain a medical note.
Changes by you
Should you wish to make any changes to your confirmed tour/experience, you must notify us in writing as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests.
Changes may result in the recalculation of the tour/experience price where, for example, the basis on which the price of the original tour/experience was calculated has changed.
If you are prevented from travelling, you may transfer your individual booking to someone else (introduced by you) providing we are notified not less than 48 hours before departure. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result must be paid before the transfer can be effected. Any overdue balance payment must also be received.
ZIPCITY cannot be held responsible or liable for any damage, loss, or expenses incurred as a result of an event of “force majeure”. In these booking conditions, “force majeure” means any event which we or our suppliers could not, even with all due care, foresee or avoid. Events include but are not limited to, whether actual or threatened, acts of God, illness, war, riot, civil strife, terrorist activity, industrial dispute, strikes, natural disaster, failure of aircraft or other transportation, adverse weather conditions, fire and all similar events outside our control.
Our liability to you
We promise to ensure that the tour/experience arrangements we have agreed to make, perform or provide as applicable as part of our contract with you are made, performed or provided with reasonable skill and care.
However, we will not be liable where any failure in the performance of the contract is due to: your actions in compromising the safety of the tour/experience; or a third party unconnected with the provision of the travel arrangements and where the failure is unforeseeable or unavoidable; or unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or an event which we or our suppliers, even with all due care, could not foresee or forestall.
Complaints and problems
In the unlikely event that you have any reason to complain or experience any problems with your tour/experience whilst away, you must immediately inform your guide or the customer service manager. Any verbal notification must be put in writing and given to our customer service manager as soon as possible. Until we know about a complaint or problem, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 14 days of your return home, giving your booking reference and full details of your complaint. Only the Party Leader should write to us. For all complaints and claims, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause. If you would like to contact ZIPCITY with a complaint, please contact us at firstname.lastname@example.org.
Behaviour and damage
We expect that all clients use all the facilities provided at the zipline venue in a responsible manner, comply with all safety requirements and instructions, and have consideration for other people.
ZIPCITY will not be held responsible for any personal injury or death, or loss or damage of property, or third-party damages caused by the guests. Should any personal effects become dislodged during the flight down the zipline; causing any injury or damage that may result to any person or property by or from any cause whatsoever in or about the land and building of which the premises are a part of, ZIPCITY will accept no liability and despite any verbal or other communication experienced during the tour/experience, ZIPCITY’s policy is to have no loose items on its guests including phones, cameras, shoes, glasses, hats or any other item that may fall off during travel and endanger spectators or persons and property around the facility.
Any guest action deemed purposeful by the staff of ZIPCITY, which results in damage either through dropping physical items, or excreting any bodily fluids while on the zipline will be considered criminal intent and will be prosecuted to the full extent of the law. You will be responsible for paying for any damage caused to any part of ZIPCITY’s zipline venue or equipment as a result of any irresponsible, deliberate or reckless behaviour made by you or any accompanying minors.
If in our reasonable opinion or in the reasonable opinion of any other person in authority, you behave in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the tour/experience of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the area immediately. We will have no further responsibility toward such person(s) and no refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
Brochure / website / advertising material accuracy
The information contained in our brochure, on our website and in our other advertising material is to the best of our knowledge correct at the time of printing or publication. However, information may be subsequently changed. You must therefore ensure you check all details of your chosen tour/experience (including the price) with us at the time of booking.
Any provision stated herein which is held to be illegal, invalid or unenforceable, will be ineffective solely to the extent of such illegality, invalidity or unenforceability, without affecting the other provisions which shall remain in full force and effect, and will be deemed to be amended as necessary to give effect as closely as possible to the intent and purposes of the illegal, invalid or unenforceable provision.
Applicable Law and Jurisdiction
A binding contract between us comes into existence when we despatch our confirmation to the Party Leader. This contract shall be governed by and construed in accordance with the laws of Macau SAR. Any dispute or claim arising from this Contract shall be heard in the courts of Macau SAR.
Some of the documentation provided may be provided in several languages. Should any conflict arise between the Traditional Chinese version and any translation hereof, the Traditional Chinese version shall prevail.