We have created a series of frequently asked questions, with answers and supporting documents to guide you through your planning and visit to the Centre.
- Do I need to pay in advance or can I pay on the day?
-
Our public courses are available to book online at any time provided there are still spaces available prior to activity date. Course spaces are offered on a first come first serve basis and no provisional bookings can be made for these as they are advertised live in our course calendar, so we strongly recommend booking your space(s) as early as possible to avoid disappointment.
If you wish to book an activity or event as a private party/group, just call the Centre on 01382 435911 or submit an enquiry form and our admin team shall get back in touch to establish and tailor an activity / event to suit your requirements.
Large Private group bookings (more than 16 participants) must be paid in full no less than 1 month prior to the event date. The full payment is non-refundable within 28 days of event date unless Ancrum Centre require to cancel the activity in which circumstances a full refund or a rescheduled event date shall be offered.
Smaller private group bookings of 5-16 participants can be booked any time leading up to event date, however, you must contact the Centre to check our availability and booking is only confirmed on receipt of full payment. This is non-refundable under any circumstances other than Ancrum Centre requiring to cancel whereby a full refund shall be made or event re-scheduled.
Payment is made either online or in person at our Centre by cash or card. Large private booking are invoiced as soon as booking is provisionally made and confirmed on receipt of payment.
We can arrange bookings within 2 weeks depending upon our availability. This MUST be paid at the time of booking to confirm.
- How do I book on an activity/course?
-
Booking a Public course is straight forward, simply click on the course you are interested in and click ‘book online now’ button and follow instructions to pay.
If you are an existing Leisure and Culture Dundee customer and have set up a member record in the past, even if it was a while ago and maybe for different services such as swimming or gym membership or holiday programmes etc with Leisure & Culture Dundee, please log in as an existing customer. If you don’t remember your password, click the link and check your inbox for our email. If you do not appear to have received the email instruction response from us, check your spam folder for our email. Should you encounter any further issues, please call Centre during office hours Monday to Friday, 9am-5pm or send us an enquiry and we shall respond to it as soon as possible during office hours.
- Will I receive a booking confirmation?
-
We will contact you within 3 days leading up to your course date as a reminder with details of your instructor and any other information we need to provide you such as meeting time, planned activity, venue etc.
- Can I change my booking?
-
If you book a public course via the course calendar, you can cancel the booking 14 days prior to activity date allowing us the opportunity to offer this space to be filled. If you cancel within 2 weeks, no refund will be provided in any circumstances.
If you book a large private course/event, you can change the date provided as long as it is at least one calendar month from event date.
- I have to cancel my course, what do I need to do?
-
You should call the Centre (01382 435911) if you require to cancel your booking.
- What happens if the weather is poor?
-
In Scotland, we always prepare for all the elements which may lead to us changing venue or activity if absolutely necessary. We provide all protective clothing for participants so that you will still have a great time with us.
- Do I need ID to hire equipment?
-
Yes, you are required to provide 1 photographic identity card and 1 utility bill showing your current address within last 3 months. If you do not get any paper utility bills, we will accept being shown any formal online bill such as a bank statement with your current address from your banking app at the time of hire.
- Where do the activities take place?
-
We will choose the best locations for the session depending on multiple factors such as experience, weather conditions and desired outcomes. If we have a stated a specific location we shall endeavour to go there, however occasionally we need to change the venue to suit our needs.
Remember it is best to come with a sense of adventure and an open mind. We find that our customers really enjoy being fully immersed in the whole experience and this only enhances the day.
- Is equipment provided?
-
Yes, all equipment is provided by the Centre and must be used as our equipment is subject to rigorous safety inspections by our highly qualified personnel.
Clothing is also provided by the Centre but often customers wish to wear their own outdoor gear which is fine. Your instructor will assess the suitability of this should you wish to do so.
We occasionally make exception to requests to use own mountain bikes on courses but these must pass our safety check to be permitted.
- What should I bring with me?
-
Bring a sense of adventure, sensible clothing (trainers, no jeans or restrictive clothing) a towel and swimwear if doing a water sports activity. We can supply everything required. A packed lunch and plenty fluids to drink also.
- What are the minimum ages for activities?
-
Most adventure activities have a minimum age of 8 years old however we can run beginner ski lessons for age 5+ years.
- Do I need to be able to swim to take part in water-based activities?
-
No, you do not have to be able to swim. The only activity we provide where you have to be a good swimmer is Coasteering. For all other watersports activities we only require participants to be water confident.
- Will you take my photo and use it for social media or marketing?
-
We only use photos where all parties consent to their use for promotional purposes. Great photos really help everyone to see what our activities involve and are a strong visual attraction for everyone. It’s a great way to show everyone what a great time you’ve been having and you will have a record of what you have been doing! If you prefer us not to please let us know.
- Can I hire your climbing wall for our event?
-
Our Mobile Climbing Wall is a really popular attraction at any big event. It’s suitable for all ages from 5 to 105. There are 5 different lines on the wall and it extends up to 9m / 30ft high. We will supply suitably qualified staff to run the wall so you don’t need to worry about safety.
- Do you service snowsport equipment?
-
Ensuring your skis and snowboard has sharp edges and a smooth, waxed base will help you enjoy your snowsports day all the more. We have a range of services available to keep your snow equipment in top condition.
- What are the Centre’s opening hours?
-
Our core opening hours are Monday to Friday, 9am to 5pm.
- Do you have changing rooms?
-
Most of our locations are at the mountains, lochs, rivers and the coast. Therefore there are not always changing rooms available. If required we have private changing tents or ponchos to keep you decent. We also know where all the closest facilities are should you need to spend a penny.
- Is there parking on site?
-
No, but there is plenty on street parking around the Centre and a space can always be found close by.
- Do you have toilets in the Centre?
-
Yes, we cater for all abilities.
- Is there a safe place to keep valuables during the activity?
-
It’s best if you don’t bring valuables with you while you’re out with us as we can’t be responsible for there safety.
- Is there public transport nearby?
-
The no 17 Bus stops outside our front gate. Other bus routes are close by too. The nearest train station is in Dundee approx. 2 miles away.
- Do you have liability insurance?
-
We have full public liability insurance.
- Can I see your risk assessments?
-
All our safety management documents can be viewed by request.
- What qualifications do the instructors have?
-
Our instructors have an impressive list of qualifications. We are annually inspected by The Adventure Activities Licencing Authority which on behalf of HSE issue licences to suitable adventure providers that meet their criteria. We have impeccable safety records at the Centre.
- Code of Conduct
-
In the interest of safety and well-being of all, any guest refusing to adhere to the Code of Conduct, we respectfully reserve the right to request the immediate departure of any guest, at any time, either prior to, or during the programme, if in our reasonable opinion, the behaviour of that person is, dangerous, inappropriate or disruptive to the enjoyment of other visitors.
Ancrum’s code of conduct is based upon mutual respect and tolerance. We want our customers to have fun and try new and exciting activity experiences, in a safe and positive environment. The Ancrum Code of Conduct MUST be followed at all times, without exception. Ancrum Outdoor Centre fully supports the National Anti-Bullying Campaign and will not tolerate bullying or any anti-social practices whenever and wherever they may occur. We therefore encourage any concerns surrounding the compliance with any points within our code, to be raised to us directly. In the interest of safety and well-being of all, if any guest or participant refuses to adhere to our Centre’s Code of Conduct, we reserve the right to request the immediate departure of any guest or participant, at any time, either prior to, or during the programme, if in our reasonable opinion, the behaviour of that person is, dangerous, inappropriate or disruptive to the enjoyment of other visitors/ participants.
Inappropriate Behaviour; Behaviour deemed inappropriate includes, but is not limited to: Bullying (in any form) including (but not restricted to): physical assault – teasing -threat making – name calling – cyberbullying (bullying via mobile phone or online e.g. email, social media networks and instant messenger). Threatening behaviour, foul, offensive or insulting language to other guests or Centre staff. An intent to hurt someone either physically or emotionally often aimed at certain groups, eg because of race, religion, gender or sexual orientation.
[/collapsed]
- Smoking- Ancrum Centre like all other L&CD facilities is a no smoking facility
- Consumption of alcohol
- Suspected involvement with illicit drugs
- Carrying an offensive weapon, or a knife, or a bladed / pointed article
- Theft, vandalism or illegal activities
- Accessing and/or publishing inappropriate or offensive content on the internet/social media
- Unauthorised and unsupervised use of Ancrum Centre’s equipment