Can I book tickets over the telephone?
Tickets can be purchased online at www.vanhage.co.uk or in store from our Skate Van Hage booking desk, located within the Ice Rink.
Can I cancel or change a Skate booking to a different time or date?
No. Please note that as per our terms and conditions, we are unable to transfer skating sessions or offer refunds for any reason. Please ensure that you are confident in being able to fulfil your booking before completing the purchase of tickets.
Can I turn up on the day and Skate?
Yes, depending on availability. Although we strongly advise all skaters book tickets in advance to avoid disappointment, our on-the-day sales desk (located in the Ice Rink entrance) is manned throughout each day to take bookings for upcoming sessions.
What age can I bring my children?
For Health & Safety reasons we recommend children of 3 years and above are suitable to participate in our ice skating sessions. For these younger children we have special ‘Bob-Skates' which fit directly over the child’s normal shoes. We would advise that you visit us in store prior to booking to test the fit of the skates on your child. Should you wish for younger children to participate then this will be at parents own risk. We do not accept any responsibility for their wellbeing, and advise you refer to our terms and conditions. Children under 3 will still require a ticket to be purchased.
Which age can children Skate unsupervised?
For safety reasons, we require all children aged 8 years and under to be accompanied by a responsible adult on the ice at all times, based on the ratio 3 Children under 8 years of age to 1 Adult. However children or adults with intellectual disabilities or people who may exhibit physical impairments should also be accompanied by a responsible adult or carer on the ice at all times based on the ratio 1 Disabled person to 1 Adult. We advise all adults with children/adults under their care must be competent on the ice.
Can I hire Skate aids on the day or at the start time of my ice skating session?
We would recommend you pre-book your skate aids, in advance, online or at our booking desk. We only have a limited number available and they are on a first come first served basis. Skate aids are an additional cost to ticket purchases.
Can I book additional children or adults on special needs sessions?
Yes. We do ask that you keep this to a minimum to ensure the enjoyment of other members of the public, and to keep these sessions for the purpose in mind. We also ask that siblings/friends are advised to be aware of others on the ice throughout these sessions, and adhere to our rules and regulations on the ice. Should the company feel a person is acting inappropriately they will be asked to leave the Ice Rink. This will be at the Ice Rink Managers’ discretion.
Are carer’s tickets free?
One Carer will be free with every participating disabled ticket or special needs ticket booked. The carer must be competent on the ice and will be able to support and care for the person with intellectual disability or physical impairment, ensuring their visit is both safe and enjoyable. Proof of disability will be required on arrival. We will accept either of the following forms of identification; HANDS card, Carers passport or proof of Disability allowance.
Does skating still go ahead if it's raining?
Yes our Ice Rink is an all-weather event. You can come and enjoy the atmosphere in our fully heated marquee.
Can I be a spectator and watch the ice skating sessions?
Yes we have incorporated a viewing platform for spectators, comfortable seating and our mouth-watering Ice Café, will be open daily, to make this a pleasurable experience for anybody here spectating.
Can I bring my own skates?
Yes. Although skate hire is included in the ticket price, we are happy for you to use your own skates on the ice providing you notify one of our staff when you present your ticket. It is your own responsibility to ensure your own sates are safe.
When should I arrive and where do I go?
We ask that all skaters arrive at least 20-30 minutes before the start of their skating session, however we stress that we cannot be held responsible for customers arriving late and missing either part or all of their session. Please note that at peak times our car park can become extremely busy and we ask that all skaters consider this factor when planning their journey. There are 2 entrances. The first being through the Garden Centre and on entry head towards the right of the building, in which you will find an undercover walkway and directional signage. Alternatively please access our 2nd entrance directly via the car park. If you have a printed ticket, please follow the directional signs to the skate collection area.
Where can I store my personal belongings while I skate?
Skaters are advised not to bring along items of high value when visiting the Ice Rink, however we can store your belongings in our Skate Collection area for the duration of your session with your shoes. Please note that Van Hage accepts no responsibility for the safety of items left while you skate.
Can we go on the ice for shorter periods of time?
Yes, should you wish to come off the ice earlier than your specified 45 minutes you can, however there will be no reimbursement on your ticket cost.
Is there disabled access and facilities?
Yes, we have ramps for access to the Ice Rink and Ice Cafe, along with toilet facilities.
Do you accept wheelchairs on the ice?
Yes, if required please do ensure you book a disabled ticket. This will grant a carer access onto the ice for support and assistance. All carers must be competent ice skaters and note ice skates must be worn.
What time does the Ice Cafe open and close?
The Ice Cafe will be open 30 minutes prior to the first skating session. We will be offering cold/hot drinks and a selection of pastries and snacks. Our tasty hot food menu will be available from 11am - 7pm daily. After this time we will be offering cold/hot drinks along with a wide selection of snacks up until 30 minutes after the end of the last skating session.
Can I bring and consume my own food?
No, all food must be purchased on the premises unless you have specific dietary requirements we are not able to fulfil.
Can I book a children’s ice skating party?
We are not offering any party packages for children this year. However should you wish to book a group booking of 15 or more you will automatically receive a 15% discount at checkout. Please see details in the Information Page "Group and Schools" for more details.
Do I need to bring any form of proof to qualify for free sessions as a carer or parent?
On arrival you must present one of the following forms of communication in order to attend this session.
Proof of Disability Allowance
Will First Aid be available on site?
Yes our first aid area is found close to the Ice Rink exit. Our first aiders will be on site and are trained in areas such as
Managing an emergency
Communication and casualty care
Bleeding (minor and severe)
Health and safety (first aid) regulations
Resuscitation (adult CPR)
They will not be specialised in dealing with behavioural issues or more complex medical requirements. Parents/Carers will assume responsibility for administering any medication and call for an ambulance should the need require.
Will there be any ambulances present on site?
No in the event of an emergency it will be your responsibility to call an ambulance.
What will happen if a person has a fit on the ice?
Our ice marshals will assist to get them off the ice at the appropriate time, should this be required. It will be the parents/carers responsibility to administer any medication and call for an ambulance.
What will happen if my child has a tantrum on the ice?
It will be the parents/carers responsibility to handle this situation accordingly. Our ice Marshalls will be on hand to assist if and where possible. Should the Skate manager deem necessary they may ask that they are removed from the Ice Rink for the safety of others on the ice.
What ype of lighting will there be in the Icr Rink?
We use LED floodlights within our Ice Rink. These are multi-functional and include static and flashing capabilities. During most evening sessions they will be flashing with the exception of Special Needs sessions in which they will be static.
Will there be Music?
With exception to our Special needs sessions the music will be kept at volume level deemed acceptable by the public. Throughout our Special Needs sessions the music is kept to a minimum.
Will I be notified when it is time to leave the Ice Rink?
Yes we will announce when the session has ended. Throughout Special Needs Sessions we will announce a 5 minute warning prior to the end of the session to allow yourselves plenty of time to exit the Ice Rink.
Why is there a Booking fee charge?
The total you pay to receive your tickets is usually made up of
The face value of each ticket
The booking fee for each ticket
We realise no one likes to pay extra costs, so we do everything we can to keep our fees as low as we can, while still being able to offer you the best possible service.
This is the cost of your ticket, set by Van Hage the event organisers.
These charges are governed by our external supplier whom provide the ticketing service, the booking platform, payment processing and website hosting. We simply pass on their costs and make no profit from it.
If you have any concerns regarding your ice skating session we advise you speak with our Skate Manager prior to purchasing tickets.