COVID-19 – ICE FACTOR UPDATES

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Keeping you safe – changes in place

Groups
You may book in a ‘Social Bubble’. We define a social bubble as being up to 6 people from up to 2 households as per the government guidance.
Children under 18 are exempt from this rule and organised groups can book up to 30 people per session if required as per the guidelines.

Payments
We ask that you book and pay online where possible. If you pay for an item in the centre we ask that you pay by card.

Arriving at the centre
– Please do not come to the centre if you feel unwell or if you or any of your household are displaying symptoms of Covid-19. This is to protect both our staff and our visitors (and those that they return home to when they leave us).
– Please do not be late OR too early. Your allocated block is to ensure that the number of people in the climbing zones is kept to a safe level at all times.
– You are welcome to dine in the café for a further 1 hour after your activity. This has been accounted for in our capacity.
– Should capacity allow, you may be able to stay for the next block (please check with our team on the day).
– If you have your own equipment, we ask that you bring it to use.
– Please sanitise your hands on arrival at the centre. Hand sanitiser stations are fitted throughout the venue for your use.

  • We ask that you stay 2m away from other visitors and our staff where possible.
  • Please follow the one-way system in place within the centre.
    Other Safety Measures & things to note
    We will be temperature checking our staff on arrival and departure from the building and issuing them masks. We are doing our best to look after our staff and we ask that you do so too by maintaining a 2m distance from them.

Our equipment will be sanitised and steamed before being held for the required amount of time outlined by SportScotland.
Boots will be sanitised and held in our hot box overnight at high temperatures to ensure they are safe for the next user.
Equipment will be sterilised between usage, please do not touch equipment once it has been placed in the drop off point.
An intensive clean rota has been established to ensure high traffic areas such as door handles and handrails are cleaned more often.

We’re back on Friday the 9th October!

We are delighted to announce our reopening on Friday the 9th October. We hope you will be just as excited to visit us as we are to welcoming you.

There will be some changes which we will update you with soon. These are to ensure the safety of our staff, our customers and our community; which is our first priority.

We know you may have questions if you had a booking after we closed and our team will be in touch to move this to a new date when as they are back in the centre. We ask that you be patient while awaiting contact, we will be working our way towards your booking as quickly as we can.

We ask that you adhere to our new rules when we open and respect both our team and our small local community.

We will be reopening our walls (ice and rock), our cafe & shop, and our Aerial Adventure Course for you to use. Details of how to book and what you need to know before coming will be posted soon so watch this space!

Looking forward to welcoming you back,

The Team at Ice Factor

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 info@ice-factor.co.uk 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 info@ice-factor.co.uk 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.

Thank you

The team at Ice Factor