Support

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Frequently asked questions

We take care of the whole lettings process, leaving the venue with just one responsibility - unlocking and locking the door when hirers are onsite. Our proactive sales team will reach out to potential hirer groups in your area, our dedicated marketing team will use a variety of digital channels to drive enquiries, our experienced finance team will look after the whole payment process, and our friendly contact centre team will be on hand for you and your hirers, around the clock.

The first step is to get in touch to tell us all about your venue so that we can create a bespoke proposal for you. Should you wish to proceed, we can get you listed within 24 hours!

24 hours. We will schedule a call with you to onboard your venue as soon as your contract is signed. Following that, our sales team will contact your current hirers to secure their bookings reaching out to potential new local hirer groups and our little black book of partners!

Get in touch! Use the enquiry form or drop us an email at hello@vivifyvenues.com. We’re happy to help any venue see the revenue they should be generating from their facilities. There’s no charge, and no strings attached!

We pay our venues monthly in arrears. You will receive a bookings report at the end of each month and unless you raise any queries, will be paid automatically and promptly – there is no need to invoice us.

Along with our day to day running costs, we invest significantly in our team – employing dedicated and experienced members of staff in each department. We also spend a portion of our commission marketing your venue, as well as continually developing our booking platform to make sure it is always market leading.

Yes we do have an option to provide staff for bookings. Our experienced HR team can also help you to recruit and train your own team, and have many resources they can provide you with. If this is something you’re interested in, get in touch and we’d be happy to discuss options local to you.

Yes. Our business model and bespoke build booking platform means that no venue is too small to be vivified!

We handle all bookings. From one-offs to all year round, our booking platform has it under control.

We take payment prior to bookings. If a hirer has not paid in time for the payment to clear before their booking, their booking would be cancelled. We have automated reminders and our team will also contact hirers to discuss the payment issues. You will never host a booking that you haven’t been paid for.

You will be given access to our platform, so that you have full visibility of bookings and scheduling.

They call us! Our customer service team work round the clock to support your hirers with any queries they may have. We aim to resolve any complaints using our GDPR compliant CRM system, but if there is a problem we can’t resolve we’ll escalate it to your chosen representative during office hours.

Yes! You let us know the hours that your venue is available and we will help to make sure that your facilities aren’t wasted during that downtime!

Standard payment terms are monthly, due 5 days before the end of the month. If your community group will have trouble with monthly payment terms, get in touch with us at hello@vivifyvenues.com to discuss how we can help.

7 days’ notice is required to cancel a single session within a block or all-year-round booking. A maximum of one single booking per quarter may be cancelled. Single bookings cannot be cancelled and grass fixtures can be reviewed in line with weather conditions. More information is available in our Hirer Terms and Conditions.

Simply get in touch with our customer service team.

Yes. When booking, you tell us how many weeks you would like to secure. If any slot in that time period is unavailable, you will see the option to switch the time for that session.

Our website has live availability. Select your desired location and activity and our relevant facilities will show any and all available slots.

Our standard method of payment is credit or debit card. However, for our affiliated partners we are willing to discuss BACS payments, so please get in touch if you would like more information on this.

Search the venue on our website and all of the facility details are available there. If you’re struggling to find the information you need, give us a call!

Our venues are responsible for opening their doors to you, but you will be given full information and arrival instructions on your booking confirmation email.

We ask that you inform us as soon as possible so that we can contact all impacted hirers through the track & trace system.

If there is a confirmed case in a different booking, your booking would not be cancelled. All venues have strict cleaning measures in place to prevent contamination where possible.

We ask that each venue provides a risk assessment and communicate any required actions to all participants prior to your first booking.

You can find more detail on the tier system in our latest blog post here. https://vivifyvenues.com/blog/the-tier-system-how-it-impacts-sport-and-leisure

If your booking is affected and cannot proceed we will contact you directly to inform you of this and to discuss any alternate options.

Yes. We will be in touch to organise a full refund for any payments made so far and keep you up to date with any developments.

Give our customer service team a call, we’ll be happy to talk through our other facilities with you and help you find another suitable space for your activity.

We ask that you fully review your venue’s risk assessment and communicate any required actions to all participants prior to your first booking. If your booking involves close contact, such as sports, then please consider how you will implement social distancing.

Sport England - https://www.sportengland.org/how-we-can-help/coronavirus England Netball - https://www.englandnetball.co.uk/about/covid-19-support/ The FA - https://www.thefa.com/about-football-association/covid-19 England Squash - https://www.englandsquash.com/news/england-squash-coronavirus-statement Basketball England - https://www.basketballengland.co.uk/news/covid-19-basketball-england-seeking-more-info-on-latest-government-update/ Details of changes issued on 22nd September: https://www.gov.uk/government/news/coronavirus-covid-19-what-has-changed-22-september Details of local areas with restrictions in place: https://www.gov.uk/government/collections/local-restrictions-areas-with-an-outbreak-of-coronavirus-covid-19 Guidance for parents and carers of children attending out-of-school settings during the coronavirus (COVID-19) outbreak: https://www.gov.uk/government/publications/guidance-for-parents-and-carers-of-children-attending-out-of-school-settings-during-the-coronavirus-covid-19-outbreak/guidance-for-parents-and-carers-of-children-attending-out-of-school-settings-during-the-coronavirus-covid-19-outbreak

We recommend providing additional training on any new processes that you have implemented. Additionally, we have an online training course available for employees. If your employees have any problems during their shift, they can contact us for support 24/7 on 0161 6940111

Our booking engine gives us visibility of the number of participants per booking. This allows us to cross reference with government guidance and contact any hirers that do not comply to discuss alternative options or cancel their booking.

We do that for you! All you need to do is provide us with your latest risk assessment or procedure and we will ensure that it is communicated to all hirers in advance of their booking.

We take our guidance from www.gov.uk, as well as taking guidance for sport lettings from Sport England and other relevant sporting bodies.

Still have a question?

If you can’t find what you’re looking for, don’t hesitate to contact us