COVID-19 Safety.

Visits to XP-VR remain a safe, fun and enjoyable activity. The safety of our customers and staff is our priority. On this page you can find out more about the COVID-19 measures we have taken to keep everyone safe during your visit.

Our venue is COVID-19 secure.

 

Safe to visit.

  • Our venue is currently open and accredited with the Visit England "We're Good To Go" industry standard mark.

  • The law states that any individual over the age of 11 years old (or individuals who are legally exempt) must wear a face mask that fully covers their nose and mouth whilst visiting our store.

  • Spectators watching individuals play on our equipment must also wear a face mask covering. Players that are using our VR equipment (wearing a VR headset) are not required to wear a face mask covering their nose or mouth as this will impact on their ability to participate.

  • To comply with the government's new Covid19 'track and trace' scheme - all individuals (not just players) entering our store will now need to leave their contact details with a member of our team. Individuals can also check themselves in on arrival using our special QR code with the official NHS Covid19 mobile app instead.

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COVID-19 information

COVID-19 risk assessment.


  • A COVID-19 risk assessment has been completed for our venue and we display a copy of our HSE COVID-19 self certification in store. A copy can be viewed online here.
  • We hold Visit England's "We're Good To Go" industry standard mark. This recognised industry standard mark means that our business follows government and industry COVID-19 guidelines, has a Risk Assessment in place and a process to maintain cleanliness and aid social distancing. See certification.




Staff training.


  • Our company Director has completed the HSE industry accredited Level 2 'Infection Prevention and Control (non-clinical)' training. A copy of this certificate can be found here.




Bookings and refunds.


  • Our store is located in the city of Stoke on Trent. As of 24/10/2020 (like most major cities in the UK) Stoke on Trent is currently in a Covid-19 'Tier 2' response category. This means that customers should not book or attend our store to play with other individuals outside of their household or support bubble. Whilst we do not check addresses in-store, we ask for our customers support to adhere to this rule.
  • We have reducd our available booking slots to limit the amount of people inside our store at any one time.
  • You must make a booking in advance if you wish to play Monday - Friday during our opening hours. Walk-in bookings will not be accepted. Book online or call us on 01782 229259.
  • Our store will now not be manned Monday - Friday and will only open for pre-booked appointments and bookings only. Unless we have a booking, our entrance doors will be remain locked and we will not be able to allow entry to the venue for anyone who has not booked. Book ahead online or call us on 01782 229259.
  • Our store will be fully open and manned on Saturday, Sundays and Bank Holidays. We will accept walk-in bookings providing we can ensure that our strict social distancing measures can be maintained.
  • Full payment is required upfront at the point of booking. In this current climate, we recognise that situations may change. If you need to cancel your booking, please contact us ASAP on 01782 229259. We will convert your booking into store credit to use on future visit(s) or as gift vouchers.
  • We comply with the government's track and trace program. Our booking system securely retains customer contact information to allow us to track and trace customers that have visited our store (should the need arise).
If you are looking for gift-voucher support then please see our dedicated gift-voucher FAQ section here.




Player safety.


  • Please use our hand washing facilities prior to using any equipment.
  • You are welcome to use the hand sanitiser dispensers available throughout the venue.
  • Players do not need to wear a face mask covering whilst they are playing on our equipment / wearing a VR headset. Players and spectators will need to wear a face mask covering their nose and mouth at all other times, such as on arrival at the venue, checking-in, using the toilet and leaving the store.
  • Use of disposable gloves is not mandatory, however you are welcome to bring your own or purchase a set from us at check-in to wear whilst handling our VR controllers.
  • Our VR arenas are individually partitioned 2.5m x 2.5m booths with only one player permitted inside each the booth whilst being used.
  • All other VR equipment have 2m safety exclusion zones surrounding them.
  • You will be required to wear a mandatory VR hygiene eye mask whilst using any equipment. You are welcome to bring your own VR eye mask or purchase one during check-in for £0.50. These VR hygeiene eye masks are different to a Covid-19 face mask that covers your nose and mouth. VR hygiene eye masks form a barrier between player's skin and the headset protective covers, preventing sweat and helping to keep the headset clean before a full sanitisation the player has finished usisng.
  • Our staff will sanitise their hands before, during and after every interaction with each customer.
  • Our staff will conduct your induction and demonstrate how to use our equipment at a safe 2m distance away from you.
  • We always ask players if they would like to fit their own VR headsets after receiving a safety demonstration. Most players prefer for our staff members to fit the headsets for them. If you agree for our staff members to fit your headset then the staff member will be wearing a face mask and will have sanitised their hands prior to their interaction with you.
  • We thoroughly sanitise all VR equipment, headsets and controllers between use.




Spectator safety.


  • Please use our hand washing facilities prior to spectating.
  • You are welcome to use the hand sanitiser dispensers available throughout the store.
  • All spectators aged 11+ years must wear a face mask covering whilst they are watching (unless they are classified as legally exempt).
  • To comply with government "track and trace" measures - on arrival at the venue, all spectators must check themselves in by scanning the QR code with the official NHS Covid19 mobile app. If you do not have the official NHS Covid19 mobile app then you must give your contact details to a member of our team so we can record them manually for you.
  • We ask that you observe a 2m social distance away from other individuals that are not part of the group / booking party that you arrived with.
  • Please observe the safety exclusion zones that are marked out on the floor.
  • Separate individual seating areas are available throughout the store to spectate safely away from other individuals that are not part of your group / booking party.




Staff safety.


  • We're here to help, but please try to maintain your distance from our staff members where possible.
  • Sneeze guard screens have been put up on our reception desk / bar area.
  • Our staff members will wear a mask if we have to assist a player within a 2m distance.
  • We ask that you comply with any direction or instruction given by any of our staff members to maintain the safety of everyone inside our venue.




Groups / Parties.


  • As of Monday 14th September 2020, in response to the Covid19 pandemic - the UK government made it illegal for groups of more than 6 individuals from different households to meet up both indoors or outside. This law means that unfortunately, we are unable to accept bookings or groups of 7 or more players from visiting or playing at our store at this current time.
  • https://www.gov.uk/guidance/local-covid-alert-levels-what-you-need-to-know#local-covid-alert-level-highGroups of up to 6 players from the same household may still continue to visit.




Entry to our venue.


  • Entry to our venue Monday - Friday is for advanced bookings or pre-arranged appointments only. Walk-in bookings will not be accepted and no admittance to the venue is permitted midweek to customers that have not booked ahead in advance. Book online for our cheapest online exclusive pricing. Alternatively, call us on 01782 229259.
  • Walk-in bookings will be accepted on Saturday and Sunday (during opening hours) providing we have the space to accomodate you using our equipment safely. It is strongly recommended that you book ahead in advance either online or by calling us on 01782 229259.
  • It is a legal requirement for any individual over the age of 11 years to wear a face mask covering when entering our store (unless you are legally exempt). Customers that are spectating must wear a face mask covering at all times. Players using our VR equipment do NOT need to wear a face mask covering whilst they play.
  • We do not recommend that individuals who have been highlighted as 'at risk' by the UK government (or are shielding at home) visit our venue.
  • Individuals that are experiencing COVID-19 symptoms, feeling generally unwell or living with someone displaying these symptoms must NOT visit our venue and follow government advice.
  • To comply with government "track and trace" measures - on arrival at the venue, all individuals (not just those that are playing) must check themselves in by scanning the QR code with the official NHS Covid19 mobile app. If you do not have the official NHS Covid19 mobile app then you must give your contact details to a member of our team so we can record them manually for you.
  • You must not enter our venue in a group of 6 or more individuals from different households.
  • To ensure the safety of customers and staff, we will refuse entry to any individual (or group of individuals) attending with someone that is visibly displaying any COVID-19 symptoms. We will postpone your booking for you. VR can wait - your health and everyone else's health cannot!




Gift voucher support.


We have a new 'frequently asked questions' section dedicated to gift voucher support.

If your gift voucher expiry date is approaching, or has expired during the Covid-19 lockdown then please consult our gift voucher FAQ section for further help and support.