Reopening Membership Update
All memberships were unfrozen on 12th April when we reopened and members were charged for the 12th-30th April only and then went back to normal from 1st May.
Emails have been sent out to all customers who were due credit at centres that remained open into January with information on how this has been processed.
If you do not feel ready to come back just yet, that’s fine and your membership can remain frozen until you are. If this is the case you must complete the change request at the link below, this is the only way we can action this request.Change Membership
Staff and customers should not enter the centre if they or anyone in their household are showing any symptoms of COVID-19. We reserve the right to refuse entry or ask a customer to leave if we feel they are not well enough to be in the centre.
Track and Trace
In the event of a confirmed case within the centre, we will be asked to share customer data of who attended in the period the confirmed case was in the centre. A Track and Trace barcode is displayed on entry and at each check-in station, please use this when arriving at the centre. You will also be signed in when you climb, if you do not wish your information to be shared with track and trace then do not enter the centre.
Customers are required to wear face coverings at all times in the centre other than for climbing, eating/drinking and using the gym. They can wear a face covering for climbing and in the gym if they wish, which we recommend.
Face coverings are available for purchase at the centre.
In line with Government Guidelines masks and face, coverings do not need to be worn by those aged 11 and under or by anyone who is exempt from wearing one under the government guidelines.
Our staff may ask you to remove your face covering to identify you on entry to the centre.
We reserve the right to refuse entry or ask a customer to leave for not following this policy.
Come ready to climb
We ask that you arrive ready to climb.
Please bring minimal items with you to the centres, storage will be available at the centres.
Reduced capacities and length of a climbing session
Due to Government Guidelines, we will be operating the centres at a reduced capacity. Wherever possible we are trying not to have bookings in place for general climbing sessions. This is to enable you to maintain the flexibility you are used to and help to limit large queues at the centres.
We ask that all customers are mindful of the duration of their sessions. In our smaller centres, in particular, we may get close to the capacity. We recommend a 2-hour session including getting ready to climb, warming-up, climbing and warming down.
Once you have finished climbing please grab all your items and leave the centre to allow others to climb.
Our live capacities can be found above so you can see how busy we are before you come down.
Checking in and out
Everyone who enters the centre will be required to check-in.
Due to the need for us to monitor the capacity of our centres we are operating a check-out policy. After your climbing session (inc. instructed sessions) you will be required to return to reception to the check-out point and check-out of the centre. Please remember to do this as not checking out can impact the ability of someone else to climb in the centre as well as impacting on the effectiveness of track and trace should it be needed.
Households and social bubbles
From Monday 17th May group exercise is only permitted when in 2 households or by following the rule of 6, customers are required to adhere to this when visiting the centre. For more up to date information please see the local government website.
We have added screens to our counters. Customers will only be served at these points. The floor has been marked to show you the points you can be served from. The screens are marked to show you what you are able to do at each service point, e.g. shop/cafe, check-in an check-out
Please use contactless payment wherever possible. This makes it safer for you and our staff as nothing is passed.
Signage and guidance
Throughout the centres, we have added guidance posters at key points to help you with your journey through the centre. Please be vigilant of these and follow them at all times.
At key points in the centre, we have added Hand Sanitising stations. We ask that you use these on entry and exit from the building and as much as possible during your visit.
Please wash your hands as often as possible through your visit especially after climbing.
Customers must adhere to Social Distancing at all times within the centre, this includes whilst climbing.
Please maintain 2m from anyone outside of your household/bubble at all times whilst in the centre and follow all current government guidelines on social distancing whilst in the centre.
Customers are asked to maintain a 2m distance from our staff at all times.
Groups, social evenings and kids sessions
Adult group sessions and social evenings are currently not running. We will restart these as soon as we are permitted to do so under the current tier system.
Kids clubs and NIBAS are now available at all centres – further details can be found on the Kids Climbing page of our website.
Our video induction is available for bouldering at all centres at no additional cost. Visit the waiver page for the centre you intend to visit for further information.
Further sessions are being added, check out our website beginners section for full availability at your centre.
Our video induction is now live. This can be watched before visiting by going to the waiver page of the centre you intend to visit.
It is also available to watch in the centre.
Experienced climbers can sign in 2 inexperienced climbers and supervise them in the centres as long as this falls in line with the latest government guidelines on household mixing, support bubbles and meeting in groups.
Cleaning of the centres has been upped. We have consulted with our cleaning chemical providers to make sure we are using the best chemicals for the job. Our staff will be focusing on high contact areas with a greater frequency of cleaning. On top of our daily cleaning, our contracted cleaners will clean down all centres overnight ready for the next day.
In our roped centre Big Depot our floorwalkers will be happy to wipe down any equipment at floor level you wish to use if you ask them.
In some areas such as the gym, a surface cleaner is available and we ask that you clean the equipment you use before and after use.
Wherever possible doors will be left open to allow fresh air the enter. Our centres that have fan systems will have these running. Through winter this will mean the centre may be colder, we recommend bringing extra warm clothing with you on colder days.
In order to avoid the need for people to shout our music will be kept at a low level.
Hire stock will continue to be available and will be sprayed and wiped down between uses where possible. We will rotate use of the equipment as much as possible to avoid the same item being given out repeatedly.
These are currently switched off at all sites. We will be unable to refill water bottles and ask that you bring with you a full drinks bottle for your session.
Due to the high alcohol content, liquid chalk may have an impact against the virus and its use is encouraged by us. We have stock of Liquid Chalk of 70% and 80% alcohol content available at the centres. Please note that Liquid Chalk should not be used as a substitute for handwashing and sanitising.
Gym Equipment and cleaning
Gym equipment has been spaced out to adhere to guidelines on social distancing. Please do not move this equipment and adhere to social distancing when using.
Before and after use please wipe down the equipment you use with the surface cleaner and paper towels provided.
Parents, guardians and spectators
Unless supervising an under 18 in the climbing area all parents, guardians and spectators will need to drop off their children and then wait outside the centre. This will significantly increase the space available within the centres. They can drop off and collect from the designated point. Parents who want to pay entry can climb as normal. This will be under review and will be restored to normal at the earliest opportunity.
A carer can be in the centre as a non-climbing supervisor free of charge when attending with the person they are a carer for.
External coaches and instructors and free climbers
For the initial reopening period all external coaches/instructors, local free climbers and GB athletes will need to pay entry. This will be under review and will be restored to normal at the earliest opportunity.
Supervising Under 18s
When a customer is signing in under 18s to supervise, we advise that they must social distance to the 2-metre guidelines and follow all current guidelines on household bubbles, support bubbles and meeting in groups. Customers should only supervise under 18s if they can within government guidelines. On entry customers will see a notice stating that they should only come climbing in the centre if they are able to do so whilst following the latest government guidance. Supervision ratios must be followed as per our rules and conditions of use.
The Supervised Climbing Form is now digital and must be completed on an iPad at each visit. This iPad will be cleaned between uses by Depot staff.
Face coverings must be worn at all times in the shop. We ask customers to sanitise their hands before entering and when leaving the shop. Please try to only handle shop items you intend to purchase.
For shoe fittings, staff will be wearing a face covering. Only one shoe fitting will take place at a time. Staff and customers will sanitise their hands before and after the shoe fitting. Shoes will not be passed directly and will be placed next to the customer by the member of staff. All advice on fitting will be verbal with no contact between the staff and customer.
From Monday 17th May our cafes will be reopening to serve hot/cold drinks and a variety of food options (warm food available in some centres). In line with the latest Government guidance, once purchased food and drink must be consumed whilst seated at a table. The rule of 6 or 2 households should be adhered.