Cancellation Policy – Notice Requirements
You can cancel your bookings so long as you give us reasonable notice. This is different for each session, as for some sessions we will have already booked instructors etc, so we need some more time to try and re-sell your session.
Open Climbing Bookings
First Visit – 24hrs Notice
PAYG – 24hrs Notice
Punch Card – 3hrs Notice (no-show fee applicable)
Members – 3hrs Notice (no-show fee applicable)
In order to control the amount of members and punch card holders that have booked but not attended (about 10% from Aug-Oct 2020) members will now incur a £5 no-show fee for any session they do not attend, or cancel in time. Punch Card holders will have a punch deducted if they do not turn up to a session they have booked.
Instruction / Coaching
Standard Session – 72hrs
Parties – 7 days
Term Bookings (Rock Monkeys) – 7 days from first session
Cancelling your booking online
If you have set up an “express online profile” (when you booked online) then you can use the online cancellation process below. If you have not set this up then contact us to cancel and change your booking.
1: Click “Book To Climb” at the top of this page.
2: Click On “Your Account” and log in (if you have forgotten your password you can use the forgot your password function)
3: Click on “Recent Online Bookings” which will bring up all bookings you have past and future.
4: There will be a “cancel” option next to the future booking so long as you are within the reasonable time frame, set out in the policy above.
5: Wait about 5 mins. It will take a few minutes for the system to update and for you to receive confirmation and a refund.
If you are struggling to cancel a session, please email firstname.lastname@example.org with all your details and we will be in touch as soon as we can.
In exceptional circumstances a voucher may be offered in place of a refund for last minute cancellations. Please be aware that party slots are usually impossible to re-sell last minute so no refund or voucher is likely to be offered.
Redpoint Bristol shall be entitled to cancel a booking at any time. If we do have to cancel a customer‘s booking, we will use their contact details to attempt to notify them as soon as possible. The customer shall be entitled to a full refund (or voucher for the full amount) limited to the sums paid in relation to the booking being cancelled, and no other compensation shall be payable. We will of course only make these cancellations in exceptional circumstances and as a last resort.
Please be aware that refunds can only be made to the person who originally made the booking. This is a legal requirement to discourage money laundering, therefore photographic identification may be required.