Skip to main content

General Business Terms and Conditions Wilhelma-Shop

General Business Terms and Conditions of the Wilhelma. Zoological-Botanical Garden Stuttgart

Purchase of admission tickets, vouchers and printed materials

in the internet version: July 2022


1. Scope

The following General Business Terms and Conditions apply to all contractual relationships existing between the Wilhelma Zoological-Botanical Garden (hereinafter, “we”) and you as customer (hereinafter, “you”) with respect to the purchase of admission tickets to visit the Wilhelma, the purchase of vouchers for annual passes to visit the Wilhelma and the purchase of Wilhelma printed materials (e.g. calendars) on our website.

Admission tickets, vouches and printed materials are also referred to hereinafter as “items”. All items may be purchased online only by persons of majority age.

We accept only our General Business Terms and Conditions as a part of the contract. Any general business terms and conditions of customers do not become a part of the contract, even where we have not expressly objected to their inclusion in the contract in a given case.

2. Our items sold online

You can purchase daily admission tickets, vouchers for annual passes and printed materials online.

Admission tickets and vouchers will be sent to you as a PDF document and are furnished with a barcode or QR code. Printed materials will be sent to you by postal mail.

With daily admission tickets, you receive access to the Wilhelma grounds by having your daily admission ticket scanned at one of the readers installed at each entrance to the Wilhelma. The admission ticket entitles you to visit the Wilhelma one time. It loses its validity when you leave the enclosed part of the Wilhelma grounds.

Vouchers can be redeemed only at the main ticket office and at the ticket office at the Rosensteinpark entrance. There, the persons named on the voucher will receive the ordered annual pass(es) against presentation of an official identity document. The annual pass is valid for one year from issuance.

Printed materials will be sent by postal mail.

Daily admission tickets and annual passes do not entitle the holders to attend special events.

Daily admission tickets, vouchers, annual passes and printed materials may not be duplicated.

3. Ordering and contract conclusion

The ability to purchase Wilhelma items over the internet is not an offer of contract by us. You submit an offer of contract by filling out the order form provided on our website and sending the order to us over the internet.

All entered order data and prices will be displayed to you prior to placing the order. In this way, you learn the total price of the items you want and have the ability to correct any entry mistakes.

The binding order is placed by clicking on the field “Order with an obligation to pay”. We will confirm receipt of the order (receipt confirmation) without such receipt confirmation resulting in a contract being concluded.

Where admission tickets and vouchers are purchased, the acceptance of your offer by Wilhelma and thus contract conclusion first occurs by giving you the technical ability to download and print out the admission tickets and/or vouchers as a PDF document (online procedure).

Where printed materials are sold, the contract is concluded by our confirming the purchase or, failing that, by our providing performance. We are entitled to provide performance with respect to this order of printed materials within 10 business days from receipt of the order by us.

We store the order's contract text after contract conclusion. You can make the order data accessible by printing out your order or storing it.

4. Time limit

Admission tickets and vouchers must be used or redeemed within three years of delivery. Otherwise, they lose their validity.

5. Prices and payment terms

Applicable are the respective purchase prices (“admission prices”) published on the Wilhelma website. They are exempt from value-added tax. The payment amount for the ordered item(s) can be found in the order overview displayed to you prior to placing the binding order.

The invoiced amount must be paid to us immediately. Payment can be made only by credit card (MasterCard, American Express, Visa), giropay or with the City of Stuttgart Family Card. By entering the credit card data when ordering, the credit institution engaged by us for payment processing is authorised to collect the purchase price from the credit card account entered by you. If you choose giropay, this requires participation by your credit institution in this procedure and a current account activated for internet banking. In the case of the City of Stuttgart Family Card, you must register in advance at the following internet address: The respective amount will then be deducted from the balance on the Family Card.

The purchased item(s) will be delivered after payment of the invoice amount.

6. Delivery

Admission tickets and vouchers for annual passes to visit the Wilhelma are delivered by giving you the technical ability to download and print out the admission tickets and/or vouchers. In the case of printed materials, delivery is made by postal mail.

7. Supply and performance impediments

You are responsible for having the technical requirements in place for participating in the online procedure.

We reserve the right to withdraw from our obligation to deliver purchased items (withdrawal reservation) if for our part we are not supplied, not supplied on time, or not supplied as owed (supply impediment).

Admission tickets and annual passes entitle holders to visit the Wilhelma in the visitor area only during regular opening hours.

The presentation of certain animals and access to all buildings and areas of the Wilhelma grounds cannot be claimed. In particular, it is not possible to access certain buildings or areas in the case of special events (e.g. weddings) or operationally necessary measures (e.g. pest control).

We also make a withdrawal reservation for the case where it is not possible to visit our grounds entirely or temporarily due to force majeure or other unforeseen circumstances for which we are not responsible, e.g. pandemics, epidemics, war or strikes (performance impediment).

8. Warranty

The Wilhelma's contractual obligation is the online shipment of the items ordered by you, the granting of access to the Wilhelma grounds during opening hours, the handing over of annual passes purchased with vouchers, and the shipment of ordered printed materials.

If we do not satisfy these contractual obligations free of error, you have the warranty rights and claims provided by statute.

9. Liability for compensation of damage

In the case of simple negligence, the Wilhelma is liable only if a material contractual obligation is breached, limited to the typically foreseeable damages. This does not apply in the case of a violation of your legal interests life, body and health that is attributable to us.

If the Wilhelma’s liability is limited, this limitation also applies to the personal liability of its employees, statutory representatives and persons it uses to perform an obligation (Erfüllungsgehilfen).

10. Cancellation

If you are a consumer within the meaning of section 13 of the German Civil Code (Bürgerliches Gesetzbuch, BGB), you are entitled to a right of cancellation pursuant to statutory conditions, which we inform you of in the following passage “Cancellation policy”.

Cancellation policy

Right of cancellation

You have the right to cancel this contract within 14 days without having to provide reasons.

The cancellation period amounts to 14 days, starting on the date on which you or a person you designated who is not the shipper took possession of the goods. Where use is made of services, the cancellation period begins with contract conclusion.

In order to exercise your right of cancellation, you must notify us (Wilhelma Zoological-Botanical Garden Stuttgart, Wilhelma 13, 70376 Stuttgart, tel.: 0711/5402-0, email: by means on an unambiguous declaration (e.g. a letter sent by postal mail or an email) about your decision to cancel this contract.

To do so, you may use the following sample cancellation form, but this is not required.

If you would like to cancel the contract, then please complete this form and return it to us


Zoological-Botanical Garden Stuttgart
Wilhelma 13

70376 Stuttgart Tel.: 0711/5402-0


I/we (*) hereby cancel the contract concluded with me/us (*) for the purchase of the following goods (*) / provision of the following service (*)

  • Ordered on (*)/received on (*):
  • Name of the consumer(s)
  • Address of the consumer(s)
  • Signature of the consumer(s) (only in the case of notice on paper)
  • Date

(*) Delete as appropriate.

The cancellation period is complied with if you send the notice about the exercise of the right of cancellation prior to expiry of the cancellation period.

Consequences of cancellation

If you cancel this contract, we must reimburse you for all payments that we have received from you, including delivery costs (with the exception of additional costs that are a result of the fact that you chose a type of delivery different from the least expensive standard delivery offered by us), without delay and not later than 14 days from the date on which we received the notice of your cancellation of this contract.

In making this reimbursement, we will use the same form of payment that you used for the original transaction, unless something else was expressly agreed upon with you. In no event will you be charged any fees for this reimbursement.

We may refuse to make the reimbursement until we have received the goods back from you or until you have furnished proof that you have sent back the goods, whichever date is earlier.

You must send the goods back to us or hand them over to us without delay and in any event not later than 14 days from the date on which you notified us about the cancellation of this contract. The deadline is met if you send the goods prior to expiry of the 14-day period. You bear the direct costs for the return shipment of the goods. You are responsible for any loss in value of the goods only if such loss in value is attributable to the goods having been tested for their quality, characteristics, and functioning to an unnecessary extent.

If you requested that the services are to begin during the cancellation period, then you must pay us an appropriate amount that corresponds to the proportion of services that were provided up to the time at which you notified us about the exercise of the right of cancellation with respect to this contract compared with the total scope of the services envisaged in the contract.

Expiration of the cancellation right

The cancellation right expires if we have provided our service in full and first began to perform the service after you gave your express consent to it and at the same time confirmed your awareness of the fact that you lose your right of cancellation with fulfilment of the contract in full.

11. Set-off, retention

You are entitled to a right of set-off only if your counterclaims have been reduced to an enforceable judgment or are uncontested by the Wilhelma. You are authorised to exercise a right of retention only if your counterclaims are based on the same contractual relationship.

12. Exclusion of liability for outside links

On its site, the Wilhelma points to other sites on the internet with links. For all such links, the following applies: The Wilhelma expressly declares that it has no influence whatsoever on the design and content of the linked-to sites. Therefore, we hereby expressly distance ourselves from all content of all linked-to sites of third parties on and do not espouse such content. This declaration applies to all displayed links and to all content on sites to which the links lead.

13. Park Rules

By ordering admission tickets or vouchers for annual passes, the Wilhelma Park Rules are acknowledged. They include conduct requirements while visiting the Wilhelma. They can be viewed at the entrances and on our website.

Pets, particularly dogs, are not allowed. Exceptions are addressed in the “Information about bringing assistance dogs into the Wilhelma”. This information is part of the contract and can be found on our website.

14. Taking photographs

The publication of photographs and films made on the Wilhelma grounds is permitted only for non-commercial purposes. The Wilhelma is to be indicated at the place of the recording (subject/source: Wilhelma Stuttgart). The Wilhelma reserves the ability to prohibit publication at any time.

Unless expressly permitted, the making of photographs and films for commercial purposes is not allowed.

Details are addressed by the provisions “Taking photographs and filming in the Wilhelma”. They can be viewed on our website and are part of the contract.

15. Data protection

The Wilhelma collects, processes and uses personal data concerning you that are disclosed in the course of ordering our items in the online procedure. The Wilhelma complies with the provisions of the EU General Data Protection Regulation (GDPR), the German Federal Data Protection Act (Bundesdatenschutzgesetz, BDSG) and the German Telemedia Act (Telemediengesetz, TMG).

With consent to the Wilhelma Data Protection Policy during the ordering process made possible online, you declare your consent to the collection, processing and use of your personal data.

Details about data protection are explained in our Data Protection Policy, which you can download and print out prior to placing your binding order.

16. Final provisions

Amendments or supplementations to these General Business Terms and Conditions require written form. This also applies to the revocation of this written-form requirement.

The law of the Federal Republic of Germany is applicable, under exclusion of the United Nations Convention on Contracts for the International Sale of Goods. The foregoing does not affect the statutory provisions concerning the limitation of the choice of law and concerning the applicability of mandatory provisions, particularly of the country in which you as consumer have your habitual place of residence.

The Wilhelma does not participate in a dispute resolution procedure before a consumer mediation body.

If one or more provisions of these Business Terms and Conditions or a provision within the framework of other agreements should be or become ineffective, this does not affect the effectiveness of the other provisions or agreements. It is the express intent of the contracting parties that, where available, statutory provisions are to take the place of the ineffective points.


Dr Thomas Kölpin
–Director of the Wilhelma–

Stuttgart, July 2022

Wilhelma - Zoological-Botanical Garden Stuttgart
Wilhelma 13
70376 Stuttgart