It is with a heavy heart that we have to cancel The North Pole this year. See you in 2021!

How do I buy tickets?
Book your skating session online here.

Why can I only buy 6 tickets in one transaction?

We’ve limited the number of tickets that can be purchased in line with updated advice from the UK Government which became law on the 14th September. We encourage all guests to adhere to the latest guidance and not visit or meet in groups of more than six people* to help protect themselves and each other when visiting our attractions. We will continue to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus.

Please adhere to all COVID safety requirements and kindly follow the instruction of our Ice Marshalls. Guests who repeatedly and wilfully refuse to comply with social distancing or group sizes will be asked to leave our attraction.

*Government exemptions our outlined here

I have booked online… what happens next?

You will receive a confirmation email with your unique barcode which will be scanned by a member of staff on arrival. You can bring this email as confirmation on your phone, tablet or printed out.

If you have qualified for any discounts, special offers or a free carer’s ticket, please ensure you bring with you proof of your entitlement, such as Student ID, membership cards etc. The marshalls at the rink will request proof prior to your skate.

Tickets are unable to be rescheduled or refunded – please check your tickets and booking carefully.  Please ensure you arrive for your session on time (15 minutes before).

Can I change my booking?

Once booked, tickets are non-transferable and are unable to be rescheduled, refunded or cancelled.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

I haven’t received my ticket?

Please check your spam mailbox as our email may have gone there. Not there? Please email our customer service team and we will assist you.

hello@thenorthpolecambridge.co.uk

How long is the session on the ice for?

Sessions last up to 45 min on the ice.  We allow 15 min for skate exchange and session change.

**Due to having to stagger sessions to reduce the number of people in the skate exchange this year, we may have to start your session late or end your session early in order to maintain the ice.  We will try and keep this to a minimum.  You may not receive a full 45 minutes on the ice. **

Please arrive at the Skate Exchange 15 minutes before your session time to allow ample time to put your skates on and store belongings.

Please only bring essential items to the rink with you.  Storage facilities are limited and staff will not be able to look after your belongings for you.

Should I pre-book a session or can I turn up on the day?
We recommend that all sessions are pre-booked online to avoid disappointment and avoid queues on-site at busy periods. This will guarantee your selected session time.

Can I book a Skate aid?

Yes, they are £5 each to hire and are available online HERE, subject to availability.

There are a limited number of skate aids at each rink.

Skate aids are to help children with balance and their skating – we do not have skate aids available for adults.

Skate aids may be a penguin or a dolphin.  The type of skate aid available is allocated on a first come, first served basis.

If I cannot make it to my booked session, will I get a refund?
Unfortunately, we cannot offer any refunds for non-attendance. It is your responsibility to ensure you leave sufficient time to get to the location.

Is skate hire included?

Skate hire is included.

We hold a large number of skates and a wide range of sizes are available.  Our skate sizes go from size J8 to size 14. We also hold bobskates for younger skaters.

Skate size availability cannot be guaranteed.  They are issued on a first come, first served basis.

You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

Can I bring my own skates?
Skate Hire is included in the ticket price. You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

What are your skate sizes?

Our skate sizes go from size J8 to size14.

We cannot guarantee that your size will be available.  We hold hundreds of skates in stock in the range of sizes.  They are provided on a first come first served basis.

Bob skates are also available on a first come first served basis too, for our younger skaters.

What should I wear?

We recommend wrapping up in warm, outdoor clothing and please wear gloves.

As skates can get wet, it would be a good idea to bring a change of socks for after your session.

The rink has a roof which will provide some protection from the elements, but it is not an indoor rink.

On all outdoor ice rinks there is a risk of getting soggy as there is often surface water on the ice.  If you fall over you will probably get wet.

If it is raining or snowing, the rink will still be safe to skate on, but on our outdoor rinks you will be open to the elements and therefore you will get wet.  Please check the weather forecast and dress appropriately.

Outdoor ice rinks are subject to the elements and due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is not unsafe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

As soon as there is some water on the surface, the wind agitates it and it generally takes longer to refreeze until we have lower temperatures and the wind drops off. Removing the water from the surface is counterproductive as it removes the layer of cold water that is insulating the ice below it, exposing the ice to further melting, and thus affecting the ice depth. All rinks with surface water and the correct thickness of ice are safe to skate on and our priority is to keep the ice safe for all skaters. This is an unavoidable occurrence with outdoor ice rinks and all outdoor ice rinks in the country will experience the same challenges.

Can I bring my bag on the ice?

Bags of any description are NOT permitted on the ice, so we advise to only bring essentials with you. All bags must be placed in the lockers provided. Lockers cost £2.00 and are non-refundable. Lockers must be paid for by card -they are cashless.  Please do not bring large baggage or valuable items to the ice rink as they will not fit into a locker.

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible. 

Lockers are used entirely at your own risk.
Arena Group does not accept any liability for loss, theft or damage except if caused by
intent or gross negligence of the company or its employees.

Where can I store my luggage whilst I skate?

Please ensure you only bring necessary items to the rink with you.  Storage is limited and you must use a locker provided.  Lockers are £2 and are payable by card only.  They are limited in size and number.

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible. 

Is there a spectator area?

Yes, on all our sites we have an adjoining spectator decked area and viewing platform. This is not a covered area so please also wrap up warm.

COVID 19 rules – Please ensure you maintain the recommended social distance from anyone not from your household whilst spectating. 

Currently, August 2020, these rules permit only two households to be together indoors or up to 6 people, from any number of households, to meet outdoors. 

These guidelines/rules are subject to change both at a local or a national level.  We expect our customers to follow these guidelines/rules at all times.  You can link to the GOV.UK page HERE.  

Do I have to pay to be a spectator?
No, it is free to spectate.

Can I park at the Ice Rink?
Car parking is available at the nearby public car parking facility available at Queen Anne Terrace.
Disabled provision: There are several clearly marked bays.

Is there somewhere to buy food and drinks at the rink before or after skating?

At The North Pole, Cambridge there are food and drink stalls as part of the added attractions available.

Is there wheelchair access?

Yes, the ice rinks are accessible for wheelchair users.

Are there toilets at the ice rink?

Yes, there are toilets on site.

How old do you have to be to Skate on the Rink?

To skate on our rinks you have to be at least 3 years old.

Skaters aged between 3 and 9 inclusive must be accompanied by an adult (18+) on the ice. Children between 10-12 years of age must be accompanied at the site with adults who are watching at all times. A ratio of 1 adult to 5 children will be accepted.

You can skate on our rink up to any age, although you are responsible for skating and it is not recommended for anyone with serious illness, heart conditions or pregnant mothers to be.

You undertake ice skating at your own risk.

Do you have skate marshalls?

Our Ice Skate Marshalls are on the ice rink to monitor safe skating and will assist when possible if you are a novice.

COVID 19 rules – Please ensure you are following all government social distancing guidelines whilst you are on the rink and in the skate exchange or any other indoor area.  In particular, please follow any instructions given by the skate marshalls with regard to direction or separation, as these are to protect you and other skaters. 

Please ensure you leave the rink when requested, promptly.

Will I get wet when skating on the rink?

The North Pole, Cambridge has a clear span roof – protecting you from the worst of the elements.  Wrap up warm and dress for the weather though – it is not an indoor venue!

Where are you located?
The North Pole is in the centre of Parker’s Piece, Parkside, Cambridge, CB2 1AA

Can I skate on Christmas Day?
Unfortunately, we are closed on Christmas Day but we are open all other days shown on our website.

Please ensure when booking tickets (particularly for groups) that your booking adheres to all current Government guidelines regarding ‘How to meet others safely‘ 

I would like to celebrate a special occasion at The North Pole, do you cater for parties?

Unfortunately, we do not cater for parties, however, should you want to go all out and take over the entire rink for a group please contact (private hire is for hire of the ice rink only).

Please note we are reviewing this and hope to be able to offer some group/party packages.  All groups and parties need to adhere to government COVID-19 guidelines.

Please email us to discuss your individual requirements on hello@thenorthpolecambridge.co.uk

Should you want to go all out and take over the entire rink or organise a bespoke package deal please contact hello@thenorthpolecambridge.co.uk

 Do I have to wear a mask?

What happens if I, or a member of my household, becomes unwell prior to our session?