Covid -19 Closure: Thurs 5th NOV – INFORMATION FOR CUSTOMERS

 

Dear KendalWall Customers,

It is with heavy hearts that we have to close KendalWall from Thursday 5th November. We are hopeful that, unlike the first lockdown back in March, we will reopen in just four weeks on Thursday 3rd December.

We reopened on 25th July and we have been blown away by your support every day since. Climbing is truly a fantastic sport and we have worked really hard to provide you with a friendly, Covid-secure centre for the last three months. We will do this again as soon as we are able.

 

Throughout the pandemic, we have retained our Staff team and they have been working tirelessly over the past few months, adapting to new systems and new work patterns.  With the support of the furlough scheme and three good months of business, we have committed to topping up the furlough grant to ensure all our team receive 90% of their usual pay for November. We will also create a hardship fund for those in the team who may struggle with 90%. Where it safe and appropriate to do so, we will complete cleaning, maintenance, staff training and some route setting during this closure so we can welcome you back to a shiny clean centre.

 

If you have booked an instructed session within the closed period there are two options:

  • Ideally, you would be happy for us to hold onto the credit and reschedule sessions once we reopen. If we do not hear from you by end of day on the 6th November we will take this default action by cancelling your booking, taking the value of the sessions and adding it your account as a gift card. This gift card does not expire and can be used for any future LCC session or product. You will receive cancellation emails for your sessions with confirmation of gift card amounts.
  • Alternatively, email [email protected] with the details of your session requesting a refund by end of day 6th November. This refund will be processed within 10 days and you will receive cancellation emails for your sessions. Please note that if you booked in person or over the phone we will need to call you to process your refund.

 

We are emailing all our prepaid and recurring members separately with details of how we will manage these. As before, nobody will pay for any closed days unless they choose to support us. If you have a punch card (5 or 10 prepaid entries), these are not refundable, but they also do not expire so you can use them once we reopen.

Thank you for understanding, support, and patience as we complete this administration.

 

If you would like to help us through this period you can purchase a Gift Card  which can be used for any product once we reopen.

 

We want to thank all our customers who have supported us over the years and who have helped create such a unique and energetic community atmosphere at KendalWall. Together, we can and will get through this as a community.  There are very uncertain times ahead, but we will keep you up to date with developments through our social media and website.

We look forward to (hopefully) welcoming you back on 3rd December. In the meantime, stay strong and please adhere to the government guidelines. The sooner we reduce infection rates, the sooner we can get back to doing the things we love.

 

Thank you

The KendalWall Team