‘’All climbing activities have a risk of serious injury. Participants must recognise that even if they follow all good practice there may still be the risk of accident and injury. It is the responsibility of the participant to adhere to the conditions of use.’’ - Association of British Climbing Wall (ABC) Participation Statement

Introduction

The Climbing Lab’s Terms & Conditions assist us in the operation of a busy climbing centre, while ensuring that adhere to a high level of safety standards. These safety standards are required by law, and they ensure that our customers remain safe whilst enjoying our climbing facilities. Climbing is an activity with an inherent danger of personal injury or death. Participants in these activities should be aware of and accept these risks and be responsible for their own actions.

Your duty of care

Please take a few minutes to familiarise yourself with our terms and conditions. Our most up to date terms will always be available via our website. We require all customers to abide by these terms (whether or not you have read them) and we reserve the right to refuse entry or ask any customer not abiding by them to leave, at which point, no refund will be given.

In respect of children and groups attending the Centre, it is the responsibility of the parent or group leader to ensure they are familiar with these Terms & Conditions and the parent or group leader is responsible for ensuring that those in their care understand and abide by them.

General Terms of Use

• All customers must complete an Acknowledgement of Risk form before climbing at The Climbing Lab. These documents can be completed online before arriving or alternatively, using the iPad’s or QR codes at reception.

• Every time you visit The Climbing Lab, please ensure that you check in at reception. Membership holders can scan themselves in using the turnstiles.

• You should only go onto the matting areas if you have registered your details with us.

• As a minimum, registration details must include name, date of birth and a current contact address. If a registering climber has no full time address they must provide current documentary proof of an appropriate contact address and at least one nominated emergency contact.

• Please keep us up to date with any changes to your personal details.

• Please do not take food or drink onto the mats.

• We are licenced to serve alcohol at The Climbing Lab, but customers are asked not to climb after consuming alcohol. Customers deemed to be under the influence of alcohol and climbing will be asked to leave the climbing area.

• Quiet notice – please leave the premises quietly after consuming alcohol

• We withhold the right to refuse sale of alcohol to anyone who appears intoxicated

• We have a chalenge 25 policy for any person who appears under the age of 25

• If you are involved in an incident or accident, or if you witness one, please ensure that it is reported to a member of our team as soon as possible.

• Aggressive or abusive behaviour towards staff or other customers and / or wilful damage to The Climbing Lab’s equipment will not be tolerated.

• We provide lockers for use with your own padlock and cubby holes to store your personal equipment.

• Personal belongings are left at the owners’ risk. Items left at The Climbing Lab will be removed and held in Lost property for 2 weeks.

• Unclaimed items are passed on to local charities or sold in the centre as second hand.

• The Climbing Lab accepts no responsibility for loss or damage to your private property.

• We accept no responsibility for personal injury caused by or during attendance on any activity.

• We accept no responsibility for loss, damage or injury caused by or during attendance to any activity to yourself or your belongings.

• We operate a no shirts off policy throughout the centre. This applies to the bouldering area and all socialising spaces.

• We sometimes take photos and videos of customers for the sole use of our publicity and marketing material. If you wish not to be caught on camera, please come and tell a member of staff.

• We reserve the right at our discretion to refuse access to and / or membership of The Climbing Lab at any time.

• The Climbing Lab does not knowingly allow customers to use or visit our facility who are listed on the sex offenders' register or is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003, or is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If this information becomes known to us, we reserve the right to refuse entry or cancel any bookings made.

• For your safety and security, we operate CCTV throughout The Climbing Lab.

• We reserve the right to amend these terms and conditions without notice.

  Bouldering general terms

• All climbers must complete an Acknowledgement of Risk form before climbing at The Climbing Lab.

• All customers who are new to climbing must attend an induction session or be supervised by a competent climber. Supervised climbers will be asked to watch the supervised climber video before completing their forms. We recommend 4 visits with your supervisor before completing the safety competency test at reception.

• All customers who are new to The Climbing Lab will be asked safety questions to check your understanding of the risks and safety requirements before signing you in for your first climb, but your safety at the wall is your responsibility.

• Bouldering is a high risk, physically challenging activity which frequently results in falls. Any fall can result in serious injury regardless of the level of experience of the climber. By bouldering with us, you acknowledge that you accept these risks.

• The soft matting under the bouldering walls is designed to provide a more comfortable landing for climbers coming off walls. It does not guarantee safety or prevent injury.

Bouldering safety rules

• Jumping and falling off the bouldering wall, whether controlled or not could result in a serious injury. You are strongly advised to always climb down and step off the wall when possible.

• Before starting a climb, ensure that you plan your descent. If you feel a controlled descent is not possible, do not attempt the climb.

• Never walk or climb underneath anyone who is climbing.

• Climbing shoes must be worn at all times when climbing. If you do not have your own shoes, we have a full range of hire shoes available at reception.

• Unless climbing our top-out boulder, never climb over the top of the walls.

• When climbing on the top-out boulder, you must descend via the training board area and walk down the stairs, never climb back down the wall after topping out.

• When choosing a route to climb, always give way to those already climbing. Climbers who will cross your climb have priority.

• Always keep the safety matting clear. Objects left on the mats can cause or exacerbate incidents.

• Be aware of spinning holds, although we aim to pin all holds so they cannot spin, this is not always possible. Holds may suddenly spin and cause you to fall. If you discover a spinning hold, please report it to a member of the team immediately.

• Jewellery should be removed before taking part in any climbing or training activity.

• By registering with us you accept that some areas of the centre may be closed for routine maintenance, route setting or events. This is to ensure the safety of the climbing facilities and to improve both the community and the quality of our routes. We do not offer refunds or reduction of entry fees or memberships due to areas being closed.

Unsupervised bouldering (Adults)

• Once you have completed your Acknowledgement of risk, and our team are satisfied that you understand the safety requirements and risks of climbing, you are able to use the centre without supervision.

• All novice climbers are required to complete an induction with one of our team members or climb with a competent supervisor.

Supervised bouldering (Adults)

• Adults wanting to climb with a competent supervisor will be asked to watch a short safety video before completing a Supervised Acknowledgement of Risk form. Once you have completed your forms, and our team are satisfied that you understand the safety requirements of supervising and the risks of climbing, you are able to use the centre with your supervisor.  

• Supervised climbers must remain with their supervisor whilst climbing so that the supervisor can ensure safe practice and help to keep you safe.

• Supervised climbers must not climb up and over the top of our top-out boulder or climb on our power tunnel. If you are unsure, please ask a member of the Lab team.

• When a supervised climber feels confident in their abilities and safe practices (minimum of three climbing sessions) they can complete our Unsupervised Acknowledgement of risk form and go through our safety questions with a member of the Lab team. If our team members are happy that you will be safe in the centre, you will be signed off to climb unsupervised in the centre. 

Unsupervised bouldering (Ages 14-17)

• Climbers aged 14-17 can book a 14-17 year old assessment with one our the Lab team to be signed off as unsupervised.

• Once they have been assessed by one of our qualified coaches, and the Acknowledgement of Risk form has been signed off by the accompanying adult in person at the centre, climbers aged 14-17 are free to climb unsupervised.

• Climbers must not climb up and over the top of our top-out boulder or climb on our power tunnel unless signed off to do so. If you are unsure, please ask a member of the Lab team.

Supervised bouldering (junior / Under 14)

• All climbers under the age of 14 must be supervised by an adult at all times. One adult can supervise a maximum of two juniors (this includes children who aren’t climbing).

• All adults who wish to supervise a junior climber (whether or not they climb themselves) must attend an Adult introduction or family introduction or be an experienced climber already.

• We require active supervision – you should be able to see and always be heard by your junior climbers. Children who appear to be ‘unsupervised’ may be asked to leave the climbing area.

• Junior Climbers must not climb up and over the top of our top-out boulder or climb on our power tunnel at any time. If you are unsure, please ask a member of the Lab team.

Family Passes

• Family pass entry is available to Parents and children within the same family.

• Under 5’s climb for free

• Family pass pricing is for 1 Adult and 1 child however 1 additional child can be bolted on.

• The family pass price includes free shoe hire for the parent and children

• Parents must be competent climbers with an unsupervised acknowledgement of risk or have completed an adult or family intro session.

Group bookings made online

• Payment for all booked sessions is taken at the time of booking. If booking are for group introduction to climbing, then you are free to stay as long as you like after the session once all forms have been completed at reception.

• Cancellations received 24 hours or more before the session are eligible for 100% refund. Cancellation must be received by email or via phone.

Instructed group bookings

• Group bookings are only guaranteed on once payment has been made.

• Additional participants can be added on the day up to a maximum of 10 per instructor for adult groups.

• Cancellations received 7 days or more before the session will be eligible for a full refund. Any cancellations within 7 days of the booking will be eligible for a 50% refund. All refunds will be processed back to the card on which payment was originally made.

• For bookings made inside the 7 day notice period, no refunds will be given for cancellation or changes to the booking.

• Organisers are responsible for informing The Climbing Lab of any health conditions or medical issues that may affect a participants’ involvement in climbing activities, or any special requirements for the group.

• If we have to cancel your session, we will do our best to rearrange the session at a mutually convenient time. If rearrangement is not possible, any payment already made will be refunded in full.

• Groups are taught on specific instructor to climber ratios. If you book onto a group session, you are agreeing to the teaching ratios for that session. These ratios may vary between groups and the ratio used is at the absolute discretion of The Climbing Lab. Ratios do not take into account specific individual requirements. If there is a reason that you do not think a group ratio is acceptable, (such as different physical, behavioural or learning abilities) we can offer reduced ratio options. These may be subject to different pricing – please see website or speak to a member of the management team for details.

• While attending an activity, our instructors are responsible for the group. We reserve the right to remove an individual or to stop a session if the behaviour of an individual or of the group is unsafe. No discounts will be made for sessions ending early due to disruptive behaviour.

• If a group is late, we will not be able to over-run the session past the original finish time to make up for lost time.

Concession Entry

We offer concessionary pricing to specified groups at The Climbing Lab. To benefit from these prices, you must provide proof of eligibility to our team when paying for entry. Acceptable proof of eligibility for each concession are set out below:

• Student : NUS card, university or college ID or Unidays

• Student membership must be renewed each academic year after September

• Blue Light Discount : Valid blue light card or digital app.

• 60+ : Drivers licence or passport

Retail returns and exchange policy

You may return your merchandise for a full refund or exchange of size within 14 days of the purchase date stated on your receipt on the basis that the item hasn’t been used and all tags/packaging are present, or if the product is faulty.

Shoes

Shoes must be in a clearly unused condition and include the original undamaged packaging. Please return the shoes in the original manufacturer’s box they were sold in. Shoes that have been purchased must be free from chalk and contamination and show no signs that they have been used for climbing. If they do have signs of use they cannot be returned or exchanged unless they are faulty.

Clothing

All items must be unused and include the original packaging with all tags attached. If you plan to return an item of clothing it must be in the same condition as when it was purchased. Once clothing has been worn and/or washed it cannot be returned or exchanged unless it is faulty.

Books

Unless there is a fault we do not accept the returns of books to prevent the copying of information

Returns on faulty goods

Goods found to be faulty within the first 30 days of purchase date (as stated on the receipt) can be returned for a full refund.

We do not offer refunds on goods which have been damaged, or where the customer has tried or had someone else try to repair them.

All refunds will be made to the source of payment and cannot be requested in cash or vouchers

Multi-climb / Punch-Passes

• Punch passes are valid for a maximum of twelve months from the purchase date.

• There are no refunds available on multi-use passes that aren’t used in full

• Punch-pass validity may be extended at our absolute discretion in the event that a customer has been unable to use them due to injury.

• Multi-climb passes cannot be exchanged for cash

3rd Party Passes

The Climbing Lab operates promotional deals on entry through third party subscription services such as Class Pass. Entry using these services is provided on the following basis:

• Users must show their booking confirmation at reception when entering the climbing centre.

• Anyone purchasing an entry pass through a third party service must already be a competent / experienced climber.

• Entry will not be granted to any such pass holder that is unable to pass The Labs entry procedures to climb unsupervised and no refunds can be offered by the climbing lab for a failed visit.

Gift vouchers 

By purchasing, redeeming, or using a gift card from The Climbing Lab, you agree to be bound by these Terms. Please read them carefully.

• Vouchers are valid for 1 year from the purchase date and they cannot be used after the expiry date.

• Vouchers can be purchased online at climbinglab.co.uk

• If a voucher is lost, stolen or destroyed, you may still be able to use validated vouchers if they are already assigned to your profile.

• Vouchers can be used multiple times until the balance is depleted or the card expires.

• Vouchers cannot be refunded of exchanged for cash or other denominated vouchers

• If an intended purchase is for a higher amount than the face value of the voucher(s) the difference can be made up with a card payment. If it is less, the remaining balance will be recorded on your profile. No cash change will be given.

• Vouchers can be used to purchase any of our products and services

• Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event, you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party

• The Climbing Lab reserves the right to void any gift card that it believes has been obtained fraudulently or used in violation of these Terms

• Cancellation and refund policy: The purchaser of the voucher is entitled to a 14-day ‘cooling off’ period provided the gift voucher is returned unused and with the original receipt within 14 days of purchase, after which a full refund will be made. If you need to return a gift voucher please email info@climbinglab.co.uk

• By purchasing or using a gift card from The Climbing Lab, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Memberships

Our membership subscription is a monthly flat rate price. There are no contracts, no joining fees, and no cancellation charges, and to make it extra flexible, you can cancel at any time.

Membership Benefits

The Lab subscription membership includes the following benefits:

• Free social climbing sessions with a Lab team member (women’s social, Tuesday coaching sessions etc.)

• One free guest pass every month

• Discounts and early bird booking to Lab events

• Unlimited climbing at any time

How does it work?

Taking out a monthly membership

• Memberships can be purchased by logging into the customer portal online. Memberships will start on the date of purchase.

• At the time of signing up, you will be asked to provide credit or debit card details from which a recurring payment will be taken on the same day each month until you decide to cancel (or your credit card expires).

Cancelling monthly membership

• You can cancel online at any time after two months without penalty using your customer portal. Access to your membership services will continue until the end of the current billing cycle

• If your card expires or there are insufficient funds in your account on the date your subscription is due, we will attempt to take payment again within 48 hours. If we're still not able to take payment we will put a note on your account that payment was declined. 

• Your membership services will be suspended until you settle the account.

Freezing monthly membership

·       Monthly memberships may be frozen for the following month/billing cycle in the customer portal

·       Monthly memberships may be frozen mid-month at our discretion in the event that you are unable to use the centre due to injury.

·       To freeze a membership please contact us at info@climbinglab.co.uk where we will approve or deny membership freeze requests on a case-by-case basis.

Future pricing

·       We reserve the right to change our membership pricing and introduce cancellation charges at a future date, but we will always let you know before we do so with enough notice for you to cancel your membership without additional charges

Privacy Policy 2019

For details of the information we hold about customers and how we use it, take a look at our separate Privacy Policy

Copyright Protection

The copying and use of The Climbing Lab logo and other Climbing Lab related publications is strictly prohibited without our prior consent.

You can contact us by speaking to our team on site or by writing to us at info@climbinglab.co.uk. If we have to contact you we will do so by telephone or by writing to you at the email address provided by you.