COVID Safe

COVID Safe Information

COVID SAFE INFORMATION
UPDATED AS OF: 26th June 2020

We respectfully ask any visitors who reside in Government designated hotspots to please rethink your travel plans.

INTRODUCTION:
After a long couple of months, we can finally announce that we will be reopening our park on Monday 22nd June and we’re just as excited as you!
During our enforced lockdown, we have been working hard planning behind the scenes to ensure when we do open, the park has never looked better and we can welcome everyone back safely. But! We must first follow appropriate requirements so please keep an eye on our website and social media channels for all updates!
We just want to let you know that we’re being as proactive as possible and would like to share with you the additional measures we’re taking to best ensure the well-being of all our adventurers when we reopen.
We are following and adhering to the Victorian COVID-19 Guidelines to ensure our re-opening is safe for all our Enchanted customers.
BEFORE YOU BOOK:
We are only taking pre-bookings via our website so there will be no walk-ups allowed. By doing so, this allows us to effectively gather contact details for each booking/group in case of a situation where we need to get in touch with customers after they visit. This also means that it reduces the amount of people and time spent in our ticketing area. Our ticketing staff can efficiently move through customers so they can enter the park as quickly as possible to enjoy all the fun the park has to offer!
Online booking may take a little longer as we are required to record contact details for all guests to ensure contact tracing may be conducted if necessary. Please ensure you complete all sections of your booking accurately and if you have a change to this information prior to arrival please contact our office on 5981 8449.

If any of your group has recently travelled overseas, been unwell or been in contact with someone with a suspected or known case of COVID-19, we politely ask that they come for a visit at another time! For the safety of our crew and other Enchanted adventurers, we will require anyone we suspect of the above to immediately leave the park.
To help control the spread of the virus, we have reduced the park’s capacity as well as our Tree Surfing & Big Zip sessions capacity so it is important that you book to avoid disappointment. If you choose not to book a Tree Surfing or Big Zip ticket, unfortunately we cannot guarantee you a place on the course. Upgrades within the park will be subject to availability.
For any onsite purchases of any kind, contactless payments are preferred.

ANNUAL MEMBERS:
No need to pre book for General Admission but please bring your membership card or proof of purchase.
For member Tree Surfing upgrades, either call our office or enter your Membership ID number as the discount code at the checkout as you will need to secure your spot in advance.
PLEASE NOTE: We have anticipated our annual member visitors into our overall park visitation number.

BEFORE YOUR ARRIVAL:
Please make sure you have made your booking online and have your booking confirmation email or your booking’s unique QR code ready to go for our ticketing staff to scan.
Please also be ready to make on-site payments using a contactless payment, rather than cash.
Before leaving home, please check our Facebook page or website for the latest information.

UPON YOUR ARRIVAL:
We will check if anyone in your group has recently travelled overseas, been unwell or been in contact with someone with a suspected or known case of COVID-19. For the safety of our team members and adventurers, we will require anyone we suspect of the above to immediately leave the park.

We have significantly reduced the daily ticketed capacity to allow for social distancing and the best possible guest experience. Guests will notice new signage informing them of key safety messages and instructions such as when to sanitise hands and capacity limits in play areas.

Guests must maintain a social distance from each other at 1.5 metres and hand sanitiser should be used frequently and when directed.

We have also deployed a dedicated Clean Team! Cleaning throughout the park has been significantly increased and the park has undergone a deep clean prior to opening.

GRAND TREE SURFING:
Open! Operating in a changed COVID safe environment. Further instructions will be given upon arrival and at time of booking.

Please ensure digital waivers are signed prior to arriving at our gate. A link is emailed to you as part of your booking confirmation. Upgrade bookings made within the park have access to a waiver on their smart phone.

Measures have been put in place to clean equipment regularly.
Guests will be required to wear a disposable fabric chin protector when using an Enchanted helmet. You are more than welcome to bring your own pair of gloves for use during your Tree Surfing session.
ALL participants must be 135cm to participate on the Grand Tree Surfing course. In the past, we have had flexibility to move patrons from the Grand Tree Surfing course to the Nippers Tree Surfing course if participants did not meet the 135cm height requirement for the Grand Tree Surfing course. Due to our new COVID-19 Safe capacity, unfortunately, that will not be an option. Please double check the heights of each participant before booking your Tree Surfing experience.
Grand Tree Surfing: Session capacity has been reduced from 15 to 10 people, with sessions operating every hour between 10am – 3pm.

NIPPERS TREE SURFING:
Open! Operating in a changed COVID safe environment. Further instructions will be given upon arrival and at time of booking.

Please ensure digital waivers are signed prior to arriving at our gate. A link is emailed to you as part of your booking confirmation. Upgrade bookings made within the park have access to a waiver on their smart phone.

Measures have been put in place to clean equipment regularly.
Guests will be required to wear a disposable fabric chin protector when using an Enchanted helmet. You are more than welcome to bring your own pair of gloves for use during your Tree Surfing session.
Nippers Tree Surfing: Session capacity has been reduced from 15 to 10 people, with sessions operating every hour between 9.40am – 3.40pm.

BIG ZIP:

Unfortunately unavailable due to social distancing limitations.

NEW ATTRACTION:

The much-anticipated SKY SCRAMBLE is open and ready for you to enjoy! Take to the trees and experience an aerial playground 10 metres in the air! Rope bridges, cargo nets, obstacles, scramble nets, cubby house, slides. Climb, scramble, slide your way into fun!
The Sky Scramble will be open with limited capacity and directional instructions. Free play will return at a later date.

CAFÉ (and of course, coffee!):
Our onsite café will be available for takeaways only including food and other drinks.
The Balcony cafe has been modified to allow for social distance queuing. A limited cafe menu will be available for grab and go. Please do not bring Keep Cups for the time being.

Cutlery and condiments will now be provided to guests with their food, or on request, rather than left in open areas.

For any Café purchases, contactless payments only will be accepted. We apologise for any inconvenience.
Please note that our Café is open to patrons of the park with a ticket and unfortunately, is not accessible by members of the general public.
As always, we encourage you to bring your own picnic and surround yourself with the beautiful gardens and scenery!

To help control the spread of the virus, there will be no indoor seating available in our Café. We apologise for any inconvenience.

3D MAZE AND MIRROR HOUSE:

Unfortunately, both of these activities will be unavailable due to social distancing limitations.

GIFT VOUCHERS:

We want to reassure you that if you have a gift voucher with an expiry date of March 1 to June 30 2020, you can call our office to redeem your voucher/s and place a booking. This offer will be valid until the end of October 2020.

PLAY ZONES:

Whilst we are working hard planning for your return, we will need your cooperation. At times, we may ask that guests wait to enter a play zone. Guests must maintain a social distance from each other at 1.5 metres and hand sanitiser should be used frequently and when directed. Please be kind to each other and our team members during this challenging time.

We thank you for your cooperation and understanding. We can’t wait to welcome you back, we’ve missed you!