FAQ

General questions

  • What is IceTime?
    • IceTime is a website that lets anyone find, book, and pay for ice time and a free marketing tool for rinks to get more people to their public skates and drop-in sessions. We exist to help rinks increase the number of regular, casual, and first-time skaters that come through their doors by making it as easy as possible for anyone to find ice nearby and go skate.
    • Here is a short video series detailing How IceTime Works, Creating Your Rink Listing, and Accepting Payments with Stripe.
  • How does IceTime work?
    • Skaters can search rinks, view availability, compare prices, book, and receive confirmation through our platform. Here is a short video describing the process for both skaters and rink personnel.
  • Why should rinks use IceTime?
    • Increase Revenue. By listing your ice, you gain exposure to the thousands of hockey players and figure skaters that search and book ice time through our website daily – whether it’s a public skate, stick time, open hockey, figure skating, or any other drop-in sessions you offer. We also market your listing on search engines like Google, Bing, and Yahoo to help you attract more casual and first-time skaters outside of your regulars and make it as easy as possible for them to decide to go skating.
    • Offer a Modern Customer Experience. Today’s consumer expectations are changing quickly, and IceTime helps rinks meet these demands with a modern customer experience including online booking, cashless payment, and contactless check-in. By making it seamless to book a spot in any ice session, we believe we can grow the hockey and figure skating communities by making them more easily accessible to everyone.
    • Save time. We take the time and financial burden out of having to keep up with manual ticketing and booking processes and marketing your rink on your own.
    • IceTime is completely free. There are no sign-up fees or subscription costs when you partner with us. IceTime only makes money by charging skaters looking to book ice an optional service fee rather than rinks.
  • How do I add my rink?
    • Creating your listing takes less than five minutes. First, create your account by going to our sign up page, fill in your information or hit “Sign up with Facebook”, then you’ll get a confirmation email from us with a link to confirm your account. Once you click the confirmation link in the email from us, you’re ready to create your first listing – simply click the “+Add your rink” button at the top right of the homepage and follow the steps laid out. Here is a short video walking through the process of creating your first listing and accepting payments.
    • If you have any questions, our team is here for you 7 days a week to help and can be reached at 1 (860) 550-1187. We look forward to meeting you!
  • What if my rink already utilizes a software system?
    • That’s great! Most rinks listing on IceTime also have scheduling and internal software systems in place. IceTime is different in that we are a free marketing engine for your business. We built IceTime to help you expand your current customer base and attract more casual and first-time skaters that aren’t regulars at your rink yet. We decrease all friction for skaters to decide to come to you by making it as easy as possible for them to view availability, pay online, and show up. In this way, we’re more of a marketing tool that works in the background on autopilot broadcasting out your ice availability for you than an internal system to run and manage your rink.
  • Covid is creating uncertainty around restrictions and scheduling at my rink – how does IceTime help with this?
    • We hear you and this uncertainty is one of the main reasons we built IceTime. Covid has forced us to become agile and move quickly as restrictions and recommendations change on the fly. Luckily, IceTime is here to help in a few areas:
      • Even after you’ve added your ice availability, you can quickly hide your listing or change your availability in a few simple clicks and ensure no new requests are wrongly accepted or paid for.
      • IceTime allows you to set and automatically control how many people are allowed on the ice at any given time based on your local restrictions so once the last spot is filled, the session closes and only other availabilities are visible to skaters. This way, you can avoid turning people away at the door.
      • Lastly, we believe IceTime can help you get back to normal (or better!) quicker than ever once COVID restrictions are lifted. Today, the rink industry is seeing a lull in demand since people aren’t used to skating as frequently as they were pre-COVID. IceTime gets the word out about your rink to bring back your regulars and attract more casual and first-timers skaters with the most modern system to find, book, and pay for ice once you’re ready to host them.
  • What should I put in my listing?
    • Our best-performing listings are always detailed and descriptive. First, try to answer these questions:
      • Describe the benefit of the session you’re listing – is it ideal for a day of family fun at a public skate, to practice your hockey or figure skating skills, or something else?
      • Provide some background on your rink:
        • What’s the history of your rink? When was it founded and how long has it been serving the local community?
        • What kind of ice surface do you have? What are the rink dimensions?
        • What hockey or figure skating programs is your rink home to?
        • Have there been any memorable moments that have taken place in your rink over the years?
        • Where are you located? Near any towns? Landmarks? Restaurants?
        • What amenities do you provide? (Snack bar? Pro shop? Skate sharpening? Off-ice training facility? Bar or lounge? etc)
        • Do you have any particular rink rules, cancellation policies, or other expectations? Please also include these in your listing. For example, if you require a certain type of insurance or signed liability waiver ahead of a booking, please specify this in your listing description.
  • Can I require that renters sign a liability waiver in order to book my ice?
    • You can require that renters and all relevant skaters sign a liability waiver to use your ice. In the event that you require this, please mention this in your description, notify all booking requests of this requirement, and also use our messaging feature to coordinate a plan with renters for all necessary parties to sign the waiver before they get on the ice.
  • How do I accept an ice time request?
    • You can easily accept a request by doing the following:
      • When logged into your IceTime account, click on “Messages” in the top right navigation.
      • On the left side navigation of your Messages Inbox, select the “Hosting” tab.
      • Click on the booking request messages directly and you will see the option to accept or deny the request. Please note that you can also message the person requesting directly to clarify any details.
  • Do I have to accept a request?
    • You are not required to accept a request and may decline any request. If you take no action to accept or deny a request, the request will automatically expire in 48 hours. If you missed the request by accident, you can message the requester directly from their expired request and suggest that they make another request.
  • How long do I have to respond to requests?
    • You have 48 hours to either accept or deny a booking request. After 48 hours, the booking request will automatically expire. If you missed the request by accident, you can message the requester directly from their expired request and suggest that they make another request. We encourage as speedy response as possible to provide the best customer experience!
  • Do I have to report and pay taxes for IceTime-generated income?
    • You must legally report all income that might originate from the IceTime platform. As a rink, it is your business and responsibility to do so. If you are responsible for charging or collecting any local taxes on services, you must also comply with these regulations and do so.
  • Do I need insurance for my rink?
    • You should have an insurance policy in place for your rink prior to listing it on IceTime.
  • Does IceTime offer insurance?
    • No, IceTime does not offer marketplace insurance for bookings and instead suggest that all rinks adequately insure their ice, equipment, and premises prior to listing on IceTime.

Skaters

  • How do I request to book ice time?
    • Booking ice time is easy and you can do so by creating a user account if you have not done so already. Once you do, you can then select a date(s) and time(s) on an individual rink listing and click “Request to book”. On the next page, you will be able to enter a message to the rink regarding how you intend to use the rink, any specific details, requirements, or questions regarding the booking request. You can then send the booking request to the rink.
    • Rinks have 48 hours to accept or deny your booking request once submitted. If not replied to within 48 hours, your request will automatically expire.
  • Is a request binding?
    • An ice time request is not a contractual agreement or binding, it is simply a message and request letting a rink know you intend to book time on their ice. If you sent a request by mistake, need to modify it, or cancel, we encourage you to immediately notify the rink using our messaging feature. Each rink listing enforces their own cancellation policy identified on their listing, so please keep this in mind. If you require assistance with a request, you can send us a message at any time at contact@icetime.us.
  • How many requests can I send?
    • You can send multiple requests, but we strongly recommend that you wait to hear back from a rink once you send a request. If the request is urgent, you can also send them a message regarding the request directly from their listing.
  • How long will it take for a rink to respond to my request?
    • Rinks are typically very responsive and reply back as soon as they receive a booking request. If you do not hear back from a rink regarding your request, you can also send them a message regarding the booking request directly from their listing.
  • Can I modify a request once it has been sent?
    • Once a request has been sent it cannot be modified. You can however message the rink directly, request for them to cancel, and resubmit another request.
  • When is a booking confirmed?
    • A booking is confirmed once indicated as completed by the rink listing owner.

My Account

  • How do I create an account?
    • You can create a user account in minutes doing the following:
      1. Click “Sign up” at the top right.
      2. Enter your email address and create a secure password.
      3. Please check the email address you entered and confirm your email.
  • How do I reply to messages and requests?
    • You can reply to messages and accept an ice time request by doing the following:
      1. When logged into your IceTime account, click on “Inbox” in the top right navigation.
      2. On the left side navigation of your Messages Inbox, select the “Hosting” tab to see and respond to your ice booking requests.
  • How can I delete my account?
    • If you would like to permanently delete your IceTime user account, please email us at contact@icetime.us.
  • How do I report suspicious account activity?
    • Please report any suspicious activity immediately by sending us an email at contact@icetime.us.
  • How do I report other users for acting against IceTime policies?
    • Please report any suspicious activity or users immediately by sending us an email at contact@icetime.us.