Please make sure that you/your child wants to climb or be a part of our programs before paying for their gym entry or program fees. We do not offer refunds or credits for changes of mind, living situations, change in work commitments and the like.
There are no time limits on casual visits. It is up to you to decide how long you want to climb for. If you only stay for a short amount of time or give it a couple of tries and then want to leave, that is up to you, and we will not offer a refund or credit.
For safety reasons, we cannot under any circumstances offer refunds or exchanges for climbing gear purchased at our gyms. All sales of climbing gear are final. Please make sure that you are satisfied with what you are purchasing, and that the equipment fits you properly before completing the purchase.
When you sign up for our classes or term-based programs, your commitment to attendance from week to week is up to you, not us. We can’t offer partial refunds or credits to compensate for poor attendance on your part.
If you are injured or sick for long enough that is stops you from training for 3 or more consecutive lessons in a term program, or for 2 or more sessions of an Adult Beginner Course, we are more than happy to put a credit on your account for the amount of lessons missed due to injury/illness. You will be able to use this credit however you like at our gyms, including to put toward the cost of a future term/course. We may ask you for a doctor’s certificate. Given that Lead Courses only include two classes, we are happy to work with you to offer a make-up session. Please discuss this with your course coach.
In the event that a program is wholly or partially cancelled due to COVID lockdowns or restrictions, we will place a credit on your account equal to the amount of classes missed due to the restrictions. You will be able to use this credit however you like at our gyms, including to put toward the cost of a future term/course. This is a gesture of goodwill toward our community but given the ever-changing pandemic situation and the instability we could come up against in the future, this credit is not a guarantee. Please keep that in mind when enrolling into our programs.
We only offer refunds for participation in our programs in rare circumstances, namely in situations of long-term injury or illness that would prevent someone from being able to climb for 12 months or more.
We understand that unforeseen circumstances can come up in life, and given that our staff are treated kindly and with respect in these situations, we are happy to work with your individual case and figure out other arrangements if need be. We will always go above and beyond to rectify issues that have arisen due to a mistake on the part of our staff. Please understand that any mistakes on our part are honest, and that our staff would never do anything intentionally malicious to our customers.
We will not tolerate verbal or physical abuse toward our staff under any circumstances. We ask that you treat us in a respectful and professional manner to reach the best outcome for everyone involved.