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COVID-19 Safety

Updated 5th January 2022

Covid 19 Safety Measures

Updated 5th of January 2022

It is our mission to continue to offer the Cloud Twelve experience you know and love, whilst ensuring a Covid-19 safe environment. We are making continuous changes to ensure we are operating within the evolving government guidelines and following current legislation. At Cloud Twelve, the safety of our guests and team is our top priority, therefore we will continue to prioritise our in-house safety measures throughout the pandemic.

The changes we implement are to ensure that we are doing our part in minimising the transmission of the virus and to keep our wonderful members and team, as safe as possible. For your reassurance, this document details exactly what those changes are and how they will look in practice. Categorising collectively and then by each department, we will continue to update and modify our procedures based on the most recent and updated government guidelines.

As restrictions begin to ease, we know that most people are very hopeful, but also understandably concerned. Cloud Twelve will always have an individual approach to all guests and their needs. In line with this, should you feel uncomfortable with any requirements, please let any member of our team know and we will do our best to accommodate your wishes for the duration of your visit.

We may still have a way to go until we go back to complete normality. Until then, we look forward to welcoming you back to the Cloud Twelve family and continuing your Health and Wellness Journey as soon as you feel comfortable to do so.

Personal Hygiene

o All team members are still encouraged to wash their hands every 30 minutes for a minimum of 20 seconds with soap and water.

o The sanitising stations will stay around the club at entrances and at key touch points. These are to be used by guests and employees.

o Our guests are encouraged to use the sanitising stations upon arrival.

o The Government's safe travel guides have been shared with all the team members.

o Gloves and PPE have been provided to all team members and use has been implemented as per our internal procedures.

Site Hygiene

o Our air conditioning filters are regimentally changed throughout the Club to promote a more effective air flow within the premises.

o All high frequency contact surfaces (banisters, door handles, work tops and desks) are regimentally cleaned and sanitised as per the Clubs internal procedures.

o Surfaces are being cleaned with disposable products. Our teams have been briefed on how to correctly and safely use all the cleaning supplies according to the manufacture's guidance.

o Our washrooms are being cleaned according to The Club’s internal procedures, paying particular attention to the frequently touched areas and surfaces.

o The laundry bins are being routinely disinfected.

o Hand washing is implemented in accordance with the hand washing guidance after using any cleaning products.

o A UV sterilisation pod is available for you to pop your small belongings into at reception (phone, keys, pacifiers, etc.) safely killing 99.9% of bacteria and viruses in just 60 seconds, we encourage all members to make use of this.

o All areas used to perform treatments are being deep cleaned after each client.

o The NHS Track and Trace QR code is available at both reception areas and guests are encouraged to scan and use it.

o Records of all cleaning taking place are periodically logged and kept on site.


o Our teams are provided with personal protective equipment and have been instructed to use accordingly for each client journey/treatment in order to maintain the adequate safety measures.

o PPE is available on site for guests on request.

Team Health

o The physical, emotional and mental wellbeing of our teams has always been a top priority within the Cloud Twelve family. Our back to work strategy has been developed according to the Government's guidelines and implemented with our values at its core: wellbeing, compassion and togetherness.

Team Well-being

o Any team member who demonstrates COVID-19 symptoms will be asked to leave the premises (or if not at the Club, stay home) self-isolate until a negative test result has been seen, in accordance with government guidelines.

o Employees living in a household with someone that has COVID-19 symptoms must notify their managers and they will be asked to self-isolate for 10 days in line with the Government's guidelines.

o Could Twelve's main goal is to make all employees feel secure and protected offering as much support as needed.

o Immune boosting tinctures, teas and vinegars have been made available in house by our CEO and naturopath Jenya Di Pierro.

Social Distancing

o Start and Finish times will be staggered where possible to avoid congestion.

o Client appointments are staggered to encourage social distancing.

o Employees and guests will be encouraged to social distance when and where possible.

o Break areas are being routinely cleaned as with all areas of the Club, they are also stocked with sanitation products for the staff team.

o All floors and hard surfaces are being cleaned with antibacterial products.

o Deliveries are being handled safely at the entrance and will be placed only in a designated space.


o Our email communications have been updated to include relevant information in regard to bookings.

o Our team members will be available to discuss any personal concerns over the phone prior to appointments.

o This document will remain on the website for reference and is updated when new Government information will be released.

o Guests with COVID-19 symptoms will be asked not to visit or to exit the premises.

The Spa, The Salon & The Wellness Clinic

o The eco-friendly compostable, one-time use, Scrummi towels used throughout our premises guarantee a 100% hygienic product.

o All treatment procedures have been upgraded to include a deep clean before and after each client. All stations, worktops and utensils used within the appointment time will be deeply cleaned and sanitised after each client. Lockers will also be deep cleaned and sanitised after each client.

o The changing rooms, changing rooms facilities and showers are being cleaned regimentally every 30 minutes or after each client where possible.

o Face coverings - In line with government guidelines, masks will be used at the discretion of the guests when entering the premises and also during their time in the Spa, The Salon and/or The Wellness Clinic.

The Kids Club

o The Kids Club capacity remains slightly reduced and we continue to operate the booking structure previously introduced, in the form of 2-hour slots. Pre-booking is encouraged.

(Morning slots: 9am-11am, 11am-1pm. Afternoon slots: 1pm – 3pm, 3pm-5pm, 5pm-7pm*, *6pm Sundays)

o Our Class schedule has been redeveloped. Our educational programs have been designed, with more art, music and active classes to ensure children are being introduced to even more opportunities outside of their home.

o Face coverings - In line with government guidelines, masks will be used at the discretion of the guests when entering the premises and also during their time in The Kids Club.

o Temperature screening - We will continue to check temperatures on arrival, to ensure a regular body temperature.

Food & Beverage

o There are no longer dining restrictions in our restaurants, and guests are now able to order from the counter.

o Our Menus remain on a QR code which is accessible on each table.

If you have cold like symptoms, we kindly ask you to stay in the safety of your home and not visit the Club.