Introduction

Fenrock Climbing Centre has set out these Rules and Guidelines in order to operate a bustling rock climbing facility while strictly maintaining the highest safety norms. It is mandated by law to enforce these safety measures, and we see it as a necessity to ensure our patrons’ safety and wellbeing during their time at our centre. Rock climbing can pose a risk of personal harm or fatality. Those partaking in this activity need to be cognizant and accepting of these hazards and take ownership of their own actions and participation.

Your responsibility

Our most recent version of the Rules & Guidelines is always visible on our website. We kindly request you to spare a few moments to acquaint yourself with them. We expect our clients to comply with these guidelines (irrespective of whether you have gone through them) and we retain the right to ask clients who are not adhering to these to exit the premises. No reimbursement will be provided. Regarding children and groups utilising the Centre, it falls on the parent or group leader to be aware of these Rules & Guidelines and to make sure that those under their care understand and follow them.

General regulations

Every client must fill out a waiver form prior to climbing at Fenrock Climbing Centre. The waiver form can be completed online beforehand or upon arrival.

We request all clients to check-in at the reception every time they visit Fenrock Climbing Centre.

• Please keep your personal details updated with us.
• Avoid bringing food or drink onto the mats.
• Only consumables purchased from our café are allowed on the premises.
• In the event of witnessing or being involved in an accident or incident, please ensure that it is reported to our team immediately.
• Aggression, abuse towards our staff or customers, and deliberate damage to Fenrock Climbing Centre’s equipment will not be accepted.
• We provide lockers and cubby holes for storing your personal gear.
• Personal belongings are left at the owners’ risk. Items left overnight at Fenrock Climbing Centre will be stored in lost property for one month.
• Unclaimed items will be donated to local charities or disposed of accordingly.
• Fenrock Climbing Centre will not be held responsible for any loss or damage to your personal items.
• We disclaim any responsibility for personal injuries caused during any activity.
• We are not accountable for any loss, damage, or injury caused during any activity to you or your belongings.
• At times, we might take photos and videos of customers for the sole purpose of Fenrock Climbing Centre’s promotional and marketing materials. We will display notices and ask for consent during these sessions, but if you wish not to be photographed or filmed, please inform a staff member.

• We retain the right to deny access to or membership of Fenrock Climbing Centre at our discretion.
• For your safety and security, we operate CCTV throughout Fenrock Climbing Centre.
• We reserve the right to modify these rules and guidelines without prior notice.

Bouldering basics

A comprehensive version of the participation statement highlighting the inherent risks in climbing activities is available on our website and in the centre. Please make sure you have read and understood these guidelines prior to climbing with us.

• All climbers must complete a waiver prior to climbing at Fenrock.
• All customers new to climbing must attend an induction session or view the induction video prior to completing their waiver. Our staff will ask questions to ascertain your understanding of the risks and safety requirements before approving your first climb. However, your safety at the wall is your own responsibility.
• Bouldering is a high-risk, physically demanding activity, which often results in falls. Any fall can lead to serious injury, regardless of the climber’s experience level. By bouldering in our centres, you acknowledge and accept these risks.
• The soft flooring under the bouldering walls is meant to make the landing more comfortable for climbers falling off the walls. However, it does not make bouldering safer or prevent injuries.

Guidelines to make bouldering safer

Jumping or falling off the bouldering wall, controlled or otherwise, can result in a severe injury. It is strongly recommended to climb down and step off the wall.

• Before beginning a climb, plan your descent carefully. If a controlled descent seems impossible, don’t attempt the climb.
• Never walk or climb beneath someone who is bouldering.
• All climbers must wear climbing shoes on the wall. Shoe hire is available and we offer a full range of sizes at reception.
• Do not climb up to or hold onto the very top of the wall.
• Always yield to those already climbing when selecting a route. Climbers on vertical problems have priority.
• Keep the mats clear at all times. Objects left lying around can lead to or exacerbate accidents.
• Be cautious of spinning holds; they can suddenly rotate and cause a fall. If you discover a spinning hold, report it to a crew member immediately. This is a rare occurrance at Fenrock as we do not use bolts.
• All jewellery should be removed before participating in any activity.
• By registering with us, you accept that some areas of the wall may occasionally be closed for routine maintenance, route setting, or events. This is to enhance both the community and the centre, and we may not always be able to provide advance notice. We do not offer refunds or reductions of entry fees or memberships due to areas being closed.

Unaccompanied Adult Bouldering

After submitting your waiver and having our staff verify your understanding of the safety regulations and climbing risks, you are welcome to use the centre without supervision.

For new climbers, we require you to complete an induction with one of our staff members or watch the induction video, even if you’re accompanied by an experienced climber.

Bouldering for Ages 16-17 Unsupervised

On their first visit, climbers aged 16-17 must be accompanied by a parent or guardian. After their waiver is approved by the adult who accompanied them to the centre, they can climb unattended.

Supervised Bouldering for Under 16

• Children aged 4-7 can only climb as part of a coach-led session or in a designated area, depending on the specific centre location.
• All climbers younger than 12-16 must have an adult supervisor. One adult can supervise up to two juniors, including non-climbing children. Fenrock Climbing Centre staff do not supervise children unless it is a coach-led session.
• Children under 4 are allowed in our centres, but they cannot climb unless it is a specialist session.
• For children aged 8-11, the adult-child ratio must be 1:1. For instance, if you have two children aged eight, you will need two adults present.
• All adults supervising junior climbers, whether they climb themselves or not, must attend a safety induction. Supervising adults are not charged entry.

Supervision requires active involvement; supervisors must always be within sight and hearing distance of their juniors. Any seemingly ‘unsupervised’ children may be asked to leave.

Please respect areas that are reserved for ages 16 and up and avoid bringing children to these zones.

Group Supervision

Before their first group visit, all group leaders who want to conduct self-led groups at Fenrock Climbing Centre must attend one of our Supervisor Induction sessions.

To be signed off, self-led groups must provide details of their public liability insurance and first aid qualifications during the supervision induction.

Group leaders, once registered, are responsible for providing us with updated certificates and documents. Your external instructor status will be suspended pending a review of your new documents if any document expires.

Coach-led sessions and Group Bookings

Please refer to the details mentioned on our website for coach-led sessions purchased online or at the venue, coach-led group bookings, and other specific rules related to group supervision and bookings.

Our primary focus is to ensure your safety while maintaining a conducive environment for all climbers. We kindly request your cooperation in adhering to these rules and guidelines. Your understanding is greatly appreciated.

Discounted Rates

Our centres offer discounted pricing to select groups with proof of status. The discounted rate only applies to adult standard entry climbing. All coach-led sessions and inductions, including those labelled as ‘included in entry’, are billed at the standard entry rate. Please refer to the specific Fenrock centre pricing page

Merchandise Return and Exchange Policy

Merchandise may be returned for a full refund or size exchange within 14 days of the purchase date indicated on your receipt, assuming the item has not been used, and all tags/packaging are intact, or if the product is faulty.

Events and pre-bookable courses 

Tickets and bookings for events organised by Fenrock Limited are non refundable. Occassionally, events and courses may be cancelled or postponed for a variety of reasons. If the event or course is cancelled, refund procedures will be announced. If the event is postponed, refunds may be subject to limitations.

Clothing

All items must be unused and returned in the original packaging with all tags attached. Clothing intended for return must be in the same condition as at the time of purchase. Once clothing has been worn and/or washed, it cannot be returned or exchanged unless faulty.

Faulty Goods

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

Goods that develop a fault more than 30 days after the purchase date can be returned, however, we reserve the right to repair or replace the faulty goods where feasible. We may also establish that the fault was not there when the customer received the goods, such as incorrect use, damage during use, or wear and tear. In these cases, we may need to send the item to the manufacturer for a more technical evaluation. If we cannot repair or replace the item, we will issue a refund to the customer.

If a defect appears after six months of purchase, it is the customer’s responsibility to prove that the defect was present at the time of purchase. If the customer can provide this proof, we will accept the return.

We do not offer refunds on goods that have been damaged, or where the customer or a third party has attempted to repair them. However, the customer may still be eligible for a repair, replacement or partial refund.

All refunds will be issued to the original form of payment and cannot be requested in cash or vouchers.

Gift Certificates

Certificates are effective for 3 months from the date of purchase or the date stated on the gift card. The expiry date will be specified on the certificate and cannot be redeemed beyond that.

If certificates are lost, stolen, or destroyed, they cannot be replaced.

Refunds or cash exchanges are not permitted for certificates.

If your purchase exceeds the value of your certificate(s), the balance can be covered by cash or credit card payment. For purchases of lower value, we may offer a coupon or certificate for the remaining value. No cash change will be provided.

Certificates can be used for purchasing any Fenrock products or services.

Without our express consent, certificates cannot be sold to third parties. Consent, if granted, may have attached conditions. In any scenario, online sale of certificates is prohibited without our explicit written approval. We retain the right to decline any third-party sale of vouchers.

Multiple-Climb Passes

Multiple-climb passes are valid for up to twelve months from purchase. No refunds are available for multi-use passes that are not fully used. Multi-climb passes cannot be converted into cash.

Membership

We have various membership options including flat rate, recurring payment or day rate.

There is no registration fee. Payments roll on continuoiusly each month unless you cancel. Cancellation charges for our minimum of 6 months recurring commitment are 20% of the remainder of the contract. 

Fenrock subscription membership includes:

• Unlimited climbing
• 1x complimentary guest pass per month* (for first-time guests)
• Exclusive members’ sessions
• Discounts and early bird booking for various events

Subscription Registration

You can subscribe for membership subscription at reception in the centre.. The initial payment is a pro-rata based on the regular monthly subscription.

Upon registration, you will be asked for your credit or debit card details for a recurring payment, scheduled on the same date each month until you opt to cancel or upon card expiration.

Subscription Cancellation

You can cancel anytime (with a 20% remainder of 6 months contract penalty if applies) Access to membership services will continue till the end of the current billing cycle (e.g., up to the first of next month). No pro-rata refunds will be provided.

For cancellation, please see a member of reception staff and send an email to support@fenrock.com Please make sure your email is submitted before noon, three days before the end of your billing cycle (e.g., the last day of the month), so you will not be charged the next month’s fee.

If your card expires or your account has insufficient funds on the due date, we will add a late payment fee of £10.00 to your account and we will attempt the payment again for 7 days. If this fails, we will suspend your membership and charge your account for the remainder of the term.

Membership Suspension

We do not freeze or suspend memberships.

Annual “payment upfront” Memberships

Refunds for annual memberships are not available.

For lesser commitment, regular monthly membership is available and can be cancelled at any time.

Future Pricing

We reserve the right to modify our membership pricing and introduce cancellation charges in the future. However, we will provide you with ample notice to cancel your membership without additional charges if we do so.

Privacy policy

Please refer to our separate privacy policy notice for details about the customer information we retain and how we use it.

Copyright

Unauthorised copying and usage of the Fenrock logo and related publications is strictly prohibited without our prior approval. Branding and media packs can be provided upon request.

Contact us

You can get in touch with us by speaking to staff at a Fenrock or by emailing support@fenrock.com

If we need to reach out to you, we’ll do so via telephone or by writing to you at the email address or postal address you provided on your application form.

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