Facility Questions, Reservations Issues, Trouble Shooting & More

Do I need to make a reservation? May I come and sign up on site?
All guests must have a reservation. We do not allow walk-ins. All waivers, payments and reservations take place through our online portal called Zen Planner. We keep a very limited capacity and keep all of our transactions contactless.  Head to our calendar to find a class or session to fit your needs and click on it to create a new account or sign in to an existing one and begin the reservation process. 

What is Zen Planner?
Zen Planner is the name of the online portal we use for reservations and all of your membership management.  It is used to make reservations, cancellations and add family members to your account. Need more Zen Planner specific help, see this Tech Support FAQ (coming soon).

What is the Zen Planner App?
Once you have created your account, you may use the app.  Download it from the App or Google Play store.  It is called Zen Planner Member App and will use the same login is as your website Zen Planner Account.  Most of our regular customers prefer this app for purchases and reservations of any regular class or session.  You may not reserve special events on the app.

Download the Member App

I need to cancel a reservation.
If you need to reschedule an existing reservation for any regular class or session, you may do so by logging back in to Zen Planner no less than 4 hour before your scheduled reservation. We are unable to process cancellations left on voicemail or made with less than 4 hours of notice.  You will receive the punch card credit for the class or session back on your Zen Planner account to use another time.  The credit is good for 6 months from purchase date. Your purchase is not refunded when you cancel a reservation.

What happens if it rains?
We try our very best not to cancel any class or sessions with reservations, however, sometimes we have wet weather in the forecast.  We try to cancel with as much notice and certainty as possible.  All guests with reservations are notified via automated text message and emails from Zen Planner.  Please be sure your contact info is up to date in order to receive these important updates.  All reservations are cancelled on a rain out and your punch card credit is returned to your Zen Planner account. The credit is good for 6 months from purchase date. Your punch card purchase is not refunded but it is transferable to another visit.

How do I get a refund?
All punch cards are non-refundable but may be transferred to another reservation for the same member with adequate notice by logging in to Zen Planner no less than 4 hour before your scheduled reservation. All special events are non-refundable and non-transferable.

What is a punch card?
A punch card is a digital payment token for a class or session.  A punch card is not a reservation. You will not receive a physical card. You need a punch card credit in the correct category on your Zen Planner account in order to make a reservation in the category of programs.  If you get a card with more than one punch, Zen Planner will keep track of your reservations and take on credit off the card each time you reserve.

May I share my punch card credits with my family or pay for my friends to come?
Each person must have their own punch card on their account.  It is their membership to our roller skating facility. You may pay for and manage the reservations of family members linked on your account. You may not pay for or manage other people’s reservations who are not in your family’s account.

How do I add a family member to my account?
Make the head of the household account first.  Then you may add others by choosing “Add Family Member” when logged into your Zen Planner profile. Want a full walk through?  See this Tech Support FAQ (coming soon).

Can I make an account on Zen Planner without making a reservation?
You may make an account and purchase a punch card without setting a reservation. Some folks choose to have an account ready and waivers signed in order to register quickly for special events and sessions that sell out very quickly.   You can head to the Sign Up page to do so in advance.  All punch cards are good for 6 months from the purchase date.

Do you have skate rentals?
We have quad skate rentals from Toddler size 9 to Men’s size 15.  They are included at no additional charge with any reservations. You may bring roller skates or inlines from home but we only provide quad rental skates.  We do not provide protective gear.  You must bring protective gear from home.

Is protective gear required for classes or sessions?
Safety gear is not required and cannot be provided by the facility at this time.  It is highly recommended that all beginner skaters bring safety gear from home.  Strongly recommended gear includes wrist guards, kneed pads, helmet and elbow pads. No protective gear may be rented from the facility at this time due to the COVID-19 pandemic.  Please bring protective gear from home.

Do I have to wear a mask at your outdoor facility?
All guests are required to wear a mask over their nose and mouth throughout their time at our facility including while on the skating floor. Our property is a private small business and we require all guests adhere to our safety policies. All participants sign a waiver acknowledging this policy and will be asked to leave if they do not adhere to it. 

Do I have to buy a ticket if I want to just watch?
We do not allow spectators. Minors may have a non-skating parent present and special accommodations may be made for those folks with a medical necessary companion.  All people at the property must have a reservation to be present.  We keep a very limited capacity. 

Do you offer group rates or private parties?
We do not offer any group rates or private rentals.  If you would like to come with friends for a celebration, each guest must make their own reservations.  All regular classes and sessions open for reservations 7 days in advance and will likely be sold out before the day of the class or session, especially on the weekends so have your group reserve well in advance.  We are unable to offer any discounts or offer any group accommodations.

Can we bring a cake or snacks to your outdoor facility?  Can we bring coffee or other libations?
Guests may not bring in any outside food or beverage.  Water is the only consumable allowed at our property.  We ask that our guests wear masks throughout their time with us at our property.  If guests walk in with a beverage ie. coffee, smoothie, boba etc, we will ask you to dump it or leave it in the car.  No food or beverage is allowed except water.  We do sell bottled water in the vending machine.

I have more questions not answered here.
If you have more questions, you can shoot us an email at info@derbyunited.com and we’ll do our best to get back to you just as soon as we can.  Thank you for your patience and understanding.