Covid-19 FAQs

Please read our FAQ's thoroughly before your visit to ensure your safety and that of our staff and other customers.

 

Please click the links below to read the FAQ's about a specific activity:

General Facility FAQ's
Gym & Group X FAQ's
Swimming Pool FAQ's
Climbing & Bouldering FAQ's
Picky Wellbeing Clinic FAQ's
The Phoenix Cinema FAQ's
Jungle World FAQ's


 

General Facility FAQ's

 

Is physical distancing required? 
Physical distancing is not legally required. We do ask customers to respect those around them and give space where possible.

What additional cleaning protocols are in place?
Our cleaning protocols have been enhanced throughout the Centre and we have purchased state of the art cleaning equipment to help with this. Following each hour-long bookable session, our team will undertake cleaning of all areas used for half an hour with facilities cleaned and ready to go for the next hour session thereafter. Further deep cleaning will then be undertaken at the end of each day.

Will there be hand sanitisers available?
There are hand sanitisers located at the entrance and exit of the building, as well as a large number situated throughout the facility.

Do I need to wear a face covering?
From Monday, 18 April 2022 you are no longer legally required to wear a face covering throughout our facility. The Scottish Government continues to encourage the use of face coverings, and those who wish to wear a mask will be fully respected within the Centre.

Do I need to book in advance?
Activities do not need to be booked in advance. We do recommend you book some activities in advance (i.e. Group X, cinema) due to limited numbers, and these can be done online.  

Will you continue to have Track and Trace in place?
We will continue to follow the Scottish Government track and trace guidance. You will see QR codes available located throughout the Centre as well as sign in/sign out sheets, specifically where there is admissions only. Please be sure you scan the QR code and follow the instructions on your mobile phone, or sign in and out on the sheet of paper provided.  

What changing facilities and toilets are available?
All public toilets and changing facilities, including showers, are available.

Is the lift available?
The lift is available for people with limited mobility and families with buggies. Only one individual or household will be permitted on the lift at any given time due to ventilation requirements. 

Is there a one-way system in place?
We will continue with the one-way system where possible. 

Will I still be charged full price if I have to cancel my booking last minute due to COVID-19 symptoms?
If you have COVID symptoms, please do not come to The Pickaquoy Centre. If possible, please let us know as early as possible that you will not be able to attend your session as this may free up a space for another customer. You will not be charged if you cancel your class or gym session due to COVID-19 symptoms. However, we may request proof that a test has been taken before you can book onto another session.

Where can I find your COVID Guidelines for individual activities?
You can find our COVID guidance for Group X, Gym, Swimming, Climbing, Bouldering, Athletics Track and Squash on our Terms & Conditions page.

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Gym & Group X FAQ's

 

Download the Gym and Group X Covid Guidelines below:

COVID-19 Gym Guidelines
COVID-19 Group X Guidelines

You can view our Group X timetable here.

Where do I check in for the Gym or Group X classes?
ActiveLife members should check-in at the Quick Ticket machine located outside the Gym door or at Reception and bring the ticket to their activity. Pay As You Go members should check-in at Reception.

What are my cleaning responsibilities?
Please be sure you clean all equipment using the disinfectant spray and blue roll provided after using any piece of equipment in the Gym or at the end of your class. We also recommend you sanitise all equipment before use.

Do I need to book in advance?
You do not need to book in advance but we do recommend you book Group X classes in advance to guarantee a space.

Will changing facilities be available for me to use before I go to the Gym or attend a Group X class?
All changing facilities, including showers, are available for use.

Are lockers available?
If you need to store belongings, you can use a locker downstairs near the CV Gym entrance, or upstairs near the Cinema. Please remember to bring a locker token with you, these can also be purchased from reception for £1. 

Will I still be charged for my session if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you have to cancel your class within the usual 6-hour time limit due to COVID-19. However, we may request proof that a test has been taken before you can book onto another session.

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Swimming Pool FAQ's

 

Download the COVID-19 Lane Swimming Etiquette below:

COVID-19 Lane Swimming Etiquette

You can view our Pool timetable here.

Do I need to book my swim sessions in advance?
You are not able to pre-book swim sessions as the pool is by admission only (Group X classes can still be pre-booked in advance). All customers should check in at reception where they will also be issued with a swim band that must be worn while using the wetside facilities (includes all family members except for 0-3yr olds). 

Is there a one-way system in place?
There is a one-way system in the Village Change. This is clearly marked leading towards the swimming pool. Although physical distancing is no longer legally required, please give others space as much as possible.

Some of the normal pool sessions are not available, when can I expect those to resume?
We will be looking to reintroduce the sessions that were previously on our timetables as soon as we can and have had the opportunity to monitor and review our initial offering.

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Climbing and Bouldering FAQ's

 

Download our Climbing & Bouldering COVID-19 Guidelines below:

COVID-19 Climbing Guidelines 
COVID-19 Bouldering Guidelines

You can view the Climbing and Bouldering timetables here.

How many people are permitted to use the Bouldering Cave at a time?
Up to eight people are allowed to be in the Bouldering Cave during a bookable slot. 

Do I need to wear a face covering when climbing or bouldering?
You do not need to wear a face covering while you are using the Climbing Wall but must wear a face mask at all other times including while you are belaying. The only exception is if you are drinking.

If there is more than one household using the Bouldering Cave during a booked time slot, both parties must have a face covering on at all times. 

Where do I check in before my session?
You should check in at the Quick Ticket machine located in Reception. Once you get to the Climbing Wall or Bouldering Cave, you should scan the Scottish Government QR code or complete the sign in/sign out sheet for Test & Protect purposes which you will find on display at the Climbing Wall or entrance to the Bouldering Cave.

Am I able to hire equipment?
You are able to hire climbing equipment, please let the receptionist know what you need and they will let you know the hire costs.

Do I need to book in advance?
You are not able to pre-book climbing or bouldering sessions as these activities are now by admission only.

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Picky Wellbeing Clinic FAQ's

 

What are your hours of operation? 
Each therapist has a personal schedule, you can see when their hours are over on the Therapists page.

What kind of Personal Protective Equipment (PPE) will the therapist be wearing during my visit?
The therapist will be wearing a face mask, possibly a face shield and a fresh apron during your visit. The therapist will change PPE after each client.

Will I have to have my temperature taken on arrival?
Yes, we are asking customers to allow the therapist to take their temperature on arrival.

Will I have to complete a COVID-19 disclaimer before my appointment?
We require you fill out a COVID-19 disclaimer before every appointment and email it to enquiries@pickaquoy.com once completed. This will then get forwarded onto your therapist. The form can be downloaded from your confirmation email once you book your appointment, or you can download it here.

Do I need to book in advance?
All bookings must be taken in advance, you can do this by phoning the Customer Services team on 01856 879900.

Will I have to pay for my treatment in advance?
Yes, all treatments must now be paid for at the time of booking.

Will I still be charged if I have to cancel last minute due to COVID-19 symptoms?
You will not be charged if you cancel your treatment due to COVID-19 symptoms. If you do have symptoms, please do not come to The Pickaquoy Centre. If possible, please let us know as early as possible that you will not be able to attend your treatment as this may free up a space for another customer.

Some of your services are not available, when can I expect those to resume?
Unfortunately there is a reduction of available treatments, please visit the Treatments page to see what's available.

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The Phoenix Cinema FAQ's

 

Download the COVID-19 Phoenix Cinema Guidelines below:

COVID-19 Phoenix Cinema Guidelines.

What are the Cinema opening hours?

Click here to view our Cinema schedule.

The cinema will open 15 minutes before the advertised start time of each show, please do not arrive any earlier than this. After your screening, please exit the building promptly.

Are hand sanitisers available?
There are hand sanitisers positioned at the entrance to the cinema, on the kiosk counter and at various points around the building. We encourage you to use these during your visit.

What additional cleaning protocols are in place for the Cinema?
Cleaning protocols have been enhanced throughout the Centre and we have purchased state of the art cleaning equipment to help with this. Following each show, our team undertake thorough cleaning of all touchpoints in the cinema, ready for the next screening.

Please make sure you take all rubbish with you when you leave the cinema, and place into the general waste and recycling bins provided.

What ventilation is in place for the Cinema?
The cinema is served by a 100% Fresh Air ventilation system, which has a constant extract and intake exchange of air taking place whenever the area is in use.

Do I need to book in advance?
Tickets for cinema screenings should still be booked in advance where possible, but you can purchase tickets from reception in person directly before each screening.

We encourage you to Book Online if you can, or you can telephone us on 01856 879900. A confirmation email will be sent to you after you book, this is your ticket/s so please bring this with you to show to staff at the cinema when you arrive. At the time of your screening make your way straight to the cinema – there is no need to go to reception if you have bought your tickets in advance.

How do I register or update my details for your system?
Please go to Book Online and click the button of the screening you would like to book. You can either register as a new user, or update your details by logging in with your registration details. You can also update your password if you have forgotten it.

Can I choose where I sit in the cinema?
Physical distancing is no longer legally required in cinemas. Most of our seats are now available to book, and there are no restrictions on who you can choose to sit with.

However, we understand that some customers may want to sit apart from other customer groups, and our auditorium is large enough that during most screenings there will plenty of space to do this. We recommend that you check how busy a screening is going to be and choose your screening and seats accordingly when you book. You can do this by looking at the online booking page for each screening on our website, or by asking one of our customer service advisors. As you look at the seating plan online, 23 of the Sold/Unavailable seats will be ones we have blocked (A 1-7, I 1-3 & 23-25, J 1-5 & 21-25). Any other unavailable seats will be where other customers have booked. If you are unsure when you arrive at the cinema, please speak to the projectionist checking tickets at the door of the cinema and they will be able to help you find a suitable seat.

Click here to see the current cinema seating plan, showing where the 23 blocked seats are located in the cinema.

Do I need to wear a face covering in the cinema?
From Monday 18th April, face coverings are no longer legally required within the Pickaquoy Centre or the cinema. The Scottish Government continues to encourage the use of face coverings, and those who wish to wear them will be fully respected within our facility. Please respect all other customers and their preferences, so that everyone can have a comfortable and enjoyable cinema experience.

Is the cinema kiosk open?
The cinema kiosk is open before each screening – we recommend that you give other customers space when choosing your snacks and queuing. There are no hot drinks or pic 'n' mix available at this time, but we are looking into how we can safely bring these back in the future. We are accepting cash payments, but encourage all customers to use contactless if possible. Once the film has started and the kiosk has closed, no further purchases can be made. 

Do you still need to record my contact details?
From 21st March, we no longer need to record contact details to comply with the Scottish Government Test & Protect protocols. However, we still require a customer name for all cinema bookings so that we can easily find your tickets in our system, as well as contact details for advance bookings so that we can contact you if there any issues with your screening.

Will I be able to get a refund if I have to cancel my booking last minute due to COVID-19 symptoms?
If you have COVID symptoms, please do not come to The Pickaquoy Centre. Please let us know as early as possible that you will not be able to attend your screening, as this may free up a space for another customer. You will be refunded if you cancel your booking due to COVID-19 symptoms, if you contact us before the scheduled start time of the film. However, we may request proof that a test has been taken.

Can I still use my cinema loyalty card?
Yes, we are still running our usual cinema loyalty scheme. Loyalty stamps will only be given out at the cinema kiosk, when you attend your cinema screening. To redeem a free ticket from a completed loyalty card, this must be booked at reception.

When are new cinema listings advertised and available to book?
We programme our film schedule 1-2 weeks ahead, all confirmed films will be listed on our website once they are available for booking. We recommend that you sign up to our weekly mailing list to keep up to date with what's on.

We will always keep you up-to-date on any change of service through our website and social media channels.

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Jungle World FAQ's

 

 

Download the COVID-19 Jungle World Guidelines below:

COVID-19 Jungle World Guidelines

How do I book onto Jungle World?
You are not able to pre-book Jungle World as it is by admission only. 

How long will I be able to use Jungle World for?
There is no time limit on your visit to Jungle World although we ask you to limit your time to one hour if it is busy to make room for other customers.

How do I check-in for my session?
You will need to check in at reception. Once you check in and get your ticket, you will need to use the Door Code on the ticket to access Jungle World.

Will there be disinfectant spray available inside of Jungle World?
Although all of our touchpoints around the Centre will be disinfected regularly before and after every hourly slot by our staff, we do advise you to disinfect door touch points before and after your activity. There will be disinfectant spray and blue roll provided on shelving inside the seating area accessible for adults only.

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