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.
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, and 12-month/Annual memberships are commitments.
Q. How do I cancel my membership?
A.
Flex memberships: cancel anytime through your Capitan account.
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. 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, but if you can’t see an offer listed online, it’s no longer available.