Covid-19 FAQs

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

 

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? 
As per the first Minister's announcement on 21 December 2021, a 1m physical distance will be required at all activities when using our facility. This is a legal requirement from Sunday, 26 December 2021.

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?
Anyone aged 12 and over must wear a face covering when you enter the building and are in transit to your activity. You are not required to wear a face covering during your activity, however you are welcome to if you prefer. People who are exempt are not required to wear a face covering.

Do I need to book in advance?
Activities no longer 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. Please be sure to adhere to the 1m physical distancing requirement.

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 wear a face covering during my activities?
Although you need to wear a face covering when transiting throughout the facility, you do not need a face covering when you do your activity. Please remember if you need the toilet during your session, or when exiting the building, you must put your face covering back on. 

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 wear a face covering in the pool area?
We ask that you wear a face covering when moving around in communal areas and in the village change. However, you can leave your mask in your locker when you go to the pool. Please take special care to adhere to physical distancing guidelines.

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 six people are allowed to be in the Bouldering Cave during a bookable slot. Anyone aged 12 and above must wear a face covering whilst in the cave.

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.

Do I need to wear a face covering?
You will need to wear a face covering when moving throughout the building and while you're receiving your treatment (unless in facedown position during massage).

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 now 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 guidelines for cinemas are that groups of people attending together are required to be 1m away from other groups. For those going to the cinema with friends and family, there should be no more than three households in any one group.

Click here to see the current cinema seating plan, showing our 1m physically distanced seating bubbles. Please choose a bubble that is the closest match to your group size when booking. If none of the available bubbles match your group, please contact us and we will try to accommodate you where possible. Please be aware, allocated seats may be subject to change based on availability and to ensure physical distancing requirements are met.

Do you still need to record my contact details?
We are still recording contact details for all customers and where you are seated within the cinema, to comply with the Scottish Government Test & Protect protocols. We also have QR codes available for customers to self-scan for Test and Protect.

Do I need to wear a face covering in the cinema?
Anyone aged 12 and over must wear a face covering when moving around in all communal areas of the Centre, and in the cinema. You are only permitted to remove your mask if you are asked to by a member of staff for ID purposes, or when eating or drinking while sitting in your allocated seat during the screening. Please keep your face covering on at all other times.

If you are exempt from wearing a face covering, you do not need to wear one. Our staff may politely ask you to put on your face covering when they see you in the Centre, please just let them know you are exempt if this applies to you.

More details on face coverings and who is exempt can be found on the Scottish Government website.

Is the cinema kiosk open?
The cinema kiosk is open before each screening – although physical distancing is no longer legally required, we do 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 will be permitted. 

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.

Do I need to wear a face covering?
Anyone aged 12 and above will need to wear a face covering in all communal areas of the centre. Individuals 12 and above should wear a face covering inside of Jungle World if other households are using the area. Please read the Scottish Government guidance on face coverings.

How do I check-in for my session?
You will need to check in at reception. 

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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