FAQs
Q. Is there a sign-up fee?
A. No — we don’t charge a sign-up fee.
Q. Is there a minimum contract?
A. It depends on the membership you choose:
Flex memberships: no minimum term, cancel anytime (10 days notice required).
12-month contracts: 12-month minimum term, then they renew monthly unless cancelled.
Annual memberships: 12-month commitment, paid upfront.
Q. Can I get a refund if I haven’t used my membership?
A. No — payments already taken are non-refundable. Flex memberships can be cancelled at any time (10 days notice required), and 12-month/Annual memberships are commitments.
Q. How do I cancel my membership?
Flex memberships: no minimum term, cancel anytime (10 days notice required)
12-month contracts: contact membership@bouldersuk.com (not at the front desk). Early cancellation fees apply.
Annual memberships: these cannot be cancelled or refunded once purchased.
Q. Can I freeze or pause my membership?
A. Only Flex memberships can be stopped and restarted (10 days notice required). 12-month contracts and Annual memberships cannot be frozen.
Q. When should I cancel my membership?
A. Flex memberships must be cancelled at least 10 days before your next payment date. Payments already started cannot be refunded.
Q. Can I pay from a foreign bank account?
A. Payments are taken by recurring card payment through Capitan. A valid card must be linked to your account — UK or international cards are accepted.
Q. Part of the centre is closed today — do I get a refund or reduction?
A. No — closures sometimes happen for route setting, maintenance, events, or competitions. This is part of normal climbing wall operation and factored into membership pricing. The same applies to Christmas closures or reduced hours. We always aim to give notice in advance.
Q. What happens if I miss a payment?
A. Your membership may be restricted until payment is completed. Failed payments can sometimes result in fees from your bank or payment provider. Please ensure your card details are up to date to avoid disruption.
Q. I’ve looked online and can’t find a membership price I was told about.
A. Membership prices and options are always shown online. From time to time, we run promotions. If you can’t see an offer listed online, it’s no longer available.
Q. Why do I need a photograph on my profile?
A. We insist that all members have a photograph on their profile for two key reasons.
- Safety: It helps our team quickly and accurately identify individuals on site, ensuring that we know who is using the facility at all times. This is especially important when supervising other climbers or in the event of an emergency.
- Fraud prevention: A photo ensures that memberships and customer profiles are only used by the person they belong to. This protects the integrity of our pricing, access policies, and member benefits.