Session Bookings

Customer Cancellations

If you need to cancel a booking, refunds are based on the amount of notice given before the session start time:

• More than 72 hours’ notice = Full refund

• Between 48–72 hours’ notice = 50% refund

• Less than 48 hours’ notice = No refund

In exceptional circumstances, we may offer a voucher at our discretion for last-minute cancellations.

Please note that party bookings are extremely difficult to resell at short notice, so refunds or vouchers are unlikely to be offered in these cases.

Cancellation by Redpoint / Crazy Climb

(Bristol Rocks Ltd)

We reserve the right to cancel a booking in exceptional circumstances. If we need to do so, we will use the contact details provided at the time of booking to notify you as soon as possible.

If we cancel your booking, you will be entitled to:

• A full refund of the amount paid, or

• A voucher for the full amount

Our liability is limited to the total amount paid for the cancelled booking. No additional compensation shall be payable.

Refund Processing

Refunds can only be issued to the original purchaser and must be made via the original payment method.

Photographic identification may be required.

Retail Returns & Refunds

Your Legal Rights

When you purchase goods from us, you are protected by consumer law. If an item is faulty, misdescribed, or not fit for purpose, you may be entitled to a repair, replacement, refund and/or compensation.

We will always honour your statutory rights.

When Refunds May Not Apply

We may not be required to offer a refund if:

• You were made aware of a fault at the time of purchase (for example, discounted items sold with disclosed defects)

• You damaged the item by attempting to repair it yourself or by having someone else repair it

Our Change-of-Mind Policy

In addition to your legal rights, we allow returns of unused products (excluding food items).

If you change your mind:

• Goods must be returned within 30 days of purchase

• Items must be unused and in their original condition and packaging

• You will be offered an exchange or a credit note

This policy does not affect your statutory rights.

Special Product Conditions

The following items cannot be returned unless they are faulty or misdescribed on sale:

• Climbing safety equipment (e.g. quickdraws, carabiners, belay devices, ropes, harnesses, helmets)

• Earrings (for hygiene reasons)

• Food and drink items

Additional requirements:

• Skin care / personal hygiene products must be sealed and unopened

• Climbing shoes must be unused and returned with original tags attached

All returned items will be inspected before any exchange or refund is processed.

Proof of Purchase

Proof of purchase is required and must be presented in person. This may include:

• Original receipt

• Bank statement

Refunds will be issued to the original purchaser via the original payment method.