FREQUENTLY ASKED QUESTIONS

Q. What times are you open? 

A. Each site varies, but there’s site specific timetables on each of the sites webpages which states opening and close, activities and term/holiday differences.

 

Q. Can I walk into the venue and book?

A. We strongly recommend pre-booking to secure your preferred time and date. Walk-in bookings are subject to ticket availability on the day.

The simplest and easiest way to book is online via our website www.gravity-uk.com

You can also contact the Customer Service Team on 0330 1595815 they will be happy to assist you with the booking.

The team are available between 10am and 7pm Monday to Friday and 9am till 5pm on Saturday and Sunday.  

 

Q. What age do children need to be to take part?

A. We allow children over the age of 18 months to take part in our trampoline sessions. However, an adult must accompany children under five.

Children aged five and over do not require an adult to supervise them on the activity.

Children under 12 must be accompanied in the venue by someone over 16.

Children aged thirteen and over do not need to be accompanied in the venue by someone over 16. Still, they must have a valid safety agreement signed by a parent or guardian to participate in the activity.

 

Q. How long before my activity start time should I arrive?

A. We would recommend arriving around 30 minutes before the start of your activity. This allows for check-in, safety agreements if necessary, viewing the safety video, and the warm-up before your activity.

 

Q. What should I wear?

A. Comfort is key...

For trampolining and climbing we would suggest wearing comfortable clothing, shorts are acceptable. 

For the climbers out there, shoes must be flat and closed-toe, no flip flops or high heels. Trainers or well-fitting pumps work best. 

 

Q. Can I wear socks from a different trampoline park?

A. Gravity safety socks must be worn on the trampoline park. These can be purchased online or in store.

 

Q. Do I need to print my tickets?

A. No, you don't. Our team at reception can check you in by either showing your confirmation email on your mobile device or by giving the full name in which the tickets were booked. Simple.

 

Q. I haven't received my confirmation email?

A. Sometimes, we fall into junk/spam boxes, but don't worry if you don't receive your email. We can check you in and find your tickets on the day using your first name and surname.

 

Q. How can I amend or cancel my booking?

A. Amendments and cancellations can be made over the phone with our customer service team on 0330 1595815 between 10 am and 7 pm Monday to Friday and between 9 am and 5 pm on weekends. 

The team would be happy to discuss the amendments or cancellations in line with our terms & conditions.

You can't amend or cancel your booking online. 

 

Q. How many children under five can one adult accompany on the activity?

A. One adult can accompany up to two children under five on our sessions. 

 

Q. How do I book Parent & Toddler sessions?

A. To book parent and toddler sessions, you would place into the basket the number of guests (adults and children under 5) that are taking part, add the code P&T-5 to discount one adult ticket. 

If more than three guests participate, we suggest booking each pair of tickets separately to ensure the P&T-5 code is applied. 

 

Q. I'm a VIB holder. How do I pre-book?

A. Good news, as a VIB pass holder, you don't need to pre-book. 

As per the terms and conditions of the VIB pass, you can’t pre-book tickets either online or over the phone. 

VIB holder tickets are available on walk-in and subject to availability.

 

Q. How do I set up more than one VIB pass online?

A. To set up more than one VIB pass, you would need to repeat the sign-up process for each VIB. 

VIB passes should be put in the name of the person who will be paying the direct debit. The VIB pass will be assigned to the user of the pass on your next visit in-store.

 

Q. My VIB pass is set up at one site location. Can I use this at a different location?

A. VIB passes are non-transferable between sites. They can only be redeemed at the site for which it was purchased.

 

Q. How do I prove my child is eligible for the SEN sessions or that I am a carer for a guest with additional needs?

A. At Gravity, we do not ask for any proof of disability, nor do we ask for proof of carer status. We allow one carer per each guest to accompany free of charge to assist on the activity. 

A carer can purchase tickets over the phone on 0330 1595815.

 

Q. My HIIT Fitness class tickets say "online". Are these sessions a virtual experience?

A. The "online" in the ticket description refers to the booking method. All our HIIT Fitness Classes occur within our venue, on the trampoline arena, with a fully qualified fitness instructor.

 

Q. How can I book online using an online gift voucher?

A. Unfortunately, online gift vouchers are unable to be used to book activities online. The online gift voucher would need to be first transferred onto our gift card either in-store or over the phone.

 

Q. I am a Blue Light Cardholder/NHS colleague. How can I pre-book my tickets?

A. Our Heroes Discount is available on walk-in bookings only, and tickets cannot be pre-booked as a valid Blue Light card, or ID must be presented for this offer. 

The offer entitles the cardholder plus four additional immediate family members to benefit from a 20% discount on their Open Bounce tickets when purchased any time Monday to Friday (during term time) and after 5 pm on Saturdays and Sundays.

 

Q. I am just spectating; do I need to purchase a ticket?

A. No, spectating is entirely free of charge and does not require a ticket to be purchased. In addition, we have seating areas around the venue that spectating guests can use whilst the session takes place. 

You can also relax and enjoy a nice cup of coffee with friends too. 

 

Q. Do you have lockers?

A. Yes, we do, and they are available throughout the sites to store your belongings.

 

Q. Can I bring my own food to eat within Gravity?

A. Guests are not allowed to bring their own food to consume on the premises. But we have fantastic café facilities within our venues that serve hot, cold drinks, snacks, and some awesome cakes.

Covid FAQs

Q. Are we COVID-19 Secure? 

A. Yes, and we are following the recommended government guidelines and in many cases doing more to ensure our customers and staff enjoy a safe and fun environment. 

Measures include additional cleaning regimes, capacity reductions, spaced seating, additional staff training and support, as well as regular safety audits by our experienced managers.

 

Q. Is hand sanitiser available? 

Yes, sanitiser stations are available throughout Gravity and are cleaned and topped up regularly.

 

Q. How are we looking after our team?

A. We are one team, and everyone has a role to play, the teams' safety is of paramount importance to us. In addition to the regular training in cleaning and hygiene, they've all received COVID specific training modules to complete and pass before returning to active duties.

 

Q. Are our staff being tested for COVID-19?

A. Of course, if they are required to do so and in line with NHS/government guidance and/or a medical professionals advice. We are very clear that if a staff member has symptoms or have been around people with symptoms, they should remain at home. 

 

Q. Will our staff wear PPE? 

A. Yes, our staff will be equipped with face visors and gloves at all times while working with our customers. What PPE our staff wear may differ depending on what job they do; however, PPE is always equipped and used where government guidance requires it.

 

Q. Do our customers need to wear PPE?

A. Our customers do not need to wear PPE to visit Gravity. As well as the control measures implemented throughout our spaces to reduce the risk of transmission, you will be encouraged to stay with your own group and keep a suitable distance from others at all times. This means you can enjoy your visit within your own space, and without the need for PPE.

 

Q. What if I am concerned about COVID safety before, during or after my visit?

A. If you have any concerns or queries before or after your visit, please don't hesitate to contact us using the 'CONTACT' section of our website. If you would like to speak with us during your visit, ask any member of our team and they will be more than happy to help. We are already doing everything we can to deliver a safe and enjoyable experience for our customers, but your feedback is always welcomed.

 

Q. Do I have to pre-book my visit? 

A. Pre-booking is recommended and means you won't be disappointed or have to wait. You can check availability via our website and book your slot.

 

Q. How will social distancing work? 

A. Capacity will be reduced. Tables and seating will be spaced in line with government guidelines. Plus the Gravity team will be on hand to make sure everything runs smoothly.

For more information view our Privacy Policy.

Thank you! You have now been signed up to our newsletter!

flare