COVID-19 – PRECAUTIONARY MEASURES WITHIN ICE FACTOR
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UPDATE 20/03/2020: We are closing temporarily
We are closing temporarily at 10pm tonight (20th March 2020) as requested by the UK Government. We are continuing to comply with the guidelines they have issued and hope you will too.
We apologise for the inconvenience this will cause. It is only temporary and we hope to see you later when we reopen on the other side of the outbreak.
We would like to thank you for your continued custom and will be back before you know it. In the meantime, take care, stay well and look after yourself, your health and your loved ones.
We will keep in touch and let you know when we are due to reopen but for now, here is some information on what to do if you have a booking and some helpful tips for isolation should it be of any help.
what to do if you have made a booking
+ All bookings will be honoured.
+ We will get in touch as soon as we can to move your booking to a date that suits once we reopen.
+ As we will be closed we ask that you email us at firstname.lastname@example.org if you need us.
+ Please only send one email, on one communication platform. We will respond to everyone as soon as we can.
+ When we reopen will have a backlog of emails to work through so we ask that you bear with us and be mindful of the pressure our team will be under to process everyone’s correspondence.
Some helpful advice during these times
We will keep this blog updated regularly to keep our customers advised and in accordance with the latest guidance issued by the Scottish Government / Health Protection Scotland.
LESSONS AND ACTIVITY AREAS
- ICE WALL – CLOSED
- ROCK WALL – CLOSED
- AERIAL ADVENTURE COURSE – CLOSED
- CAFE – CLOSED
- CHILLERS BAR & GRILL – CLOSED
WHAT WE’RE DOING
In line with the latest guidance, Ice Factor has undertaken various steps to help safeguard staff and customers in the facility. On the premises, visitors will see signage reminding you to wash hands for a minimum of 20 seconds, using soap and water; particularly after coughing, sneezing and going to the bathroom. We are advised this simple practice is one of the most effective ways to help alleviate the spread of the virus.
We have also installed hand sanitizer stations throughout the centre and we strongly advise our customers to use these. In addition, we have increased our Clean Team with additional focus placed on high traffic areas such as door handles, push plates and handrails.
All of our staff are being kept up to date with government advice and guidelines.
WHAT WE ASK YOU TO DO
Everyone has a responsibility to ensure they are doing their bit to stop the spread of the virus and so, we ask all of our visitors to:
Please wash your hands regularly using soap and water, the above guidelines are the official recommendations outlined by the NHS.
Cover your mouth and nose with a tissue should you sneeze or cough and bin it right away.
If you display symptoms of the virus or have come in to contact with someone who has the virus follow the latest guidelines issued by the NHS prior to visiting us (or any other public place).
Consider the impact on yourself and others (particularly those who may be vulnerable) prior to leaving your home should you be displaying symptoms or have been in contact with someone who has symptoms/the virus/been advised to isolate.
Importantly, we kindly ask those travelling from abroad or who may be most vulnerable to the risk of infection to follow the latest guidance fromHealth Protection Scotland.
WE ASK YOU KINDLY BUT FIRMLY NOT TO VISIT ICE FACTOR IF YOU DISPLAY THE SYMPTOMS OUTLINED IN THE LATEST ADVICE (13 March 2020) BY HEALTH PROTECTION SCOTLAND – https://www.hps.scot.nhs.uk/
IF YOU HAVE SYMPTOMS
Should you contract the virus or have been advised to self-isolate due to showing symptoms, we want to make it easy for you to move your booking with us. We are therefore happy to extend the validity of gift vouchers and waive our administration fee which is normally charged to help you take the time you need to recover. Our team can do this over the phone and will move your lesson or session to a future date that suits.
Cancellations and refunds
At this time we are not issuing cancellations or refunds for bookings as we are operating as normal and presently have received no advice to change this at the current time. Should this change we will update you on this page.
We want to make it easier to move your booking with us. As such, we will not be able to issue a refund for any bookings made however we have waived the £5 administration fee and the 5 day notice period. Our team are here to help and will be happy to move your booking forward to a date that suits.
IF YOU NEED US, WE’RE HERE
Our team are available should you need to contact them on email@example.com or 01855 831 100. We are experiencing a higher volume of calls at the moment so please bear with us while we respond to you as quickly as we can.
The team at Ice Factor