CONDITIONS OF USE

INTRODUCTION
Highball Climbing Centre is a dedicated indoor climbing centre. Our centre contains bouldering walls (no ropes or harnesses), training equipment, and fitness areas. We offer a progressive, supervised activity program for Novice Adults and Under 18’s, as well as coaching and development for independent, competent climbers.

This document informs you of the risks of climbing and how you can reduce them. If anything is unclear, ask a staff member before climbing.

THE RISKS 
“All climbing activities have a risk of serious injury. Participants must recognise that even if they follow all good practice there may still be the risk of accident and injury. It is the responsibility of the participant to adhere to the conditions of use.” – The Association of British Climbing Walls (The ABC) Participation statement.

“Climbing, hill walking and mountaineering can provide life-long physical, social and mental health benefits through exercise and adventure in amazing environments. The BMC recognises these activities involve a risk of personal injury or death. Participants should be aware of and accept these risks and be responsible for their own actions and involvement.” – The British Mountaineering Council’s (The BMC) Participation Statement

LIABILITY
Climbing is inherently risky. By choosing to participate, or allowing a child in your care to do so, you accept full responsibility for that informed decision. Highball Ltd accepts no liability for injury or loss except where caused by negligence.

OUR DUTY OF CARE
Our conditions of use are not intended to limit your enjoyment of the facilities; they are part of the duty of care that we, as operators, owe to you, the customer, by law. As such, they are not negotiable and if you are not prepared to abide by them then the staff may ask you to leave.

YOUR DUTY OF CARE
You have a duty of care to act responsibly towards the other users of the centre, follow good practice and abide by the conditions of use of the centre. Statements of ‘Good Practice’ are posted around the centre at key points. These describe the accepted methods of use of equipment and climbing areas.

GENERAL SAFETY

• All participants must complete a registration form which includes an acknowledgement of risk, providing their contact details and a photograph before climbing.
• Check in at reception before using any facilities.
• Make yourself aware of the location of the fire exits in the building and fire assembly points.
• Spectators are welcome in the centre and can use the cafe and seating areas but are not allowed onto the soft mats.
• If you have young children with you, you must keep them close enough to affect or control their behaviour at all times.
• You must exercise care, common sense and self preservation at all times.
• Only food and drink purchased from the cafe can be consumed at designated cafe seating (tables with menus). You can picnic in other areas.
• Please help us keep the centre tidy. Use the recycling and compost bins correctly and return used crockery to the cafe promptly.
• Quiet, well behaved dogs are allowed in the centre at the duty manager’s discretion, but must be on a lead and have a human with them at all times. Dogs are not allowed on the soft matting. Any damage will need to be paid for.
• Report any problems with the walls, equipment or other customers’ behaviour to a member of the crew. This is particularly important with broken/spinning holds.
• All accidents and injuries must be reported to a member of the team before you leave the centre.

GENERAL RULES (CLIMBING) 

• Remove all objects from your pockets and all jewellery before climbing.
• Always wear climbing shoes when climbing but do not wear them outside or in the toilets.
• Aside from climbing on the top out boulder, you must not hold or climb on to the top of the climbing walls.
• Do not leave any objects on the safety matting, e.g. phones, drinks bottles, food etc. 
• We would prefer chalk bags are not taken onto the mats.
• Anyone deemed to be under the influence of narcotics or alcohol will not be allowed to climb.
• You have to be aware of and adhere to the safety rules and statements of good practice on display at all times.
• You must only climb on the dedicated climbing surfaces, not on support structures or parts of the building.
• Groups under instruction or being coached by Highball staff have priority on the walls.

          BOULDERING:

• Bouldering is climbing without any safety equipment, e.g. rope and harness.
• Any jump or fall whether controlled (a jump) or uncontrolled (a fall) may cause serious injury.
• The soft mat installed at the base of the wall does not make the activity safe. Injuries can still occur even after a controlled/planned jump but are more likely after an uncontrolled fall. You should always be doing your utmost to avoid the risk of uncontrolled falls. This includes paying attention to how you will land and always assessing the risk of each climb you undertake.
• Whenever possible, downclimb and step off. If this is not possible, use a controlled/planned jump. It is your responsibility to ensure you can climb down or land safely; avoid climbing into a situation you cannot safely get out of.
• Be aware of other climbers around you and how your action/behaviour will affect them.
• Never climb directly above or below another climber.
• Never sit, stand or walk directly under someone who is climbing.

As a user of this climbing facility, you must be aware of and accept the following:

• Route setting is a creative process. All climbs are designed to challenge participants and test their various skills and climbing styles. Falling is always a risk and should be expected.
• Holds, Macros, and Volumes are designed to enhance the quality of your climbing. When climbing above them, there is an additional risk of falling onto them.
• Climbing holds may spin, break or detach from the wall.
• Climbing close to or beyond your limit significantly increases the risk of an uncontrolled fall. Any fall may result in an injury despite the safety systems in place. You must make your own assessment of the risks whenever you climb.
• Climbing while pregnant can increase the risk posed to a mother and unborn child.
• Sporting injuries from jumps, falls, and overuse are common, including breaks, sprains and dislocations.

UNSUPERVISED CLIMBING
The Health and Safety Executive (HSE) states ‘competence’ can be described as the combination of training, skills, experience and knowledge that a person has and their ability to apply them to perform a task safely.

To boulder unsupervised, you must understand the risks and demonstrate safe practice. You are required to register to say you know how to boulder safely, that you will abide by the conditions of use of the centre, and that you understand the risks involved in your participation. You will need to demonstrate your relevant knowledge and experience to a member of the team by answering a series of questions. Anyone who is deemed not competent to climb unsupervised must be supervised by a competent person.

SUPERVISED CLIMBING 
A competent adult climber (age 18+) who has completed appropriate registration can supervise:

• Up to two guests (Novice/Junior Climbers) if both are over the age of 8
• One guest if they are under the age of 8.

Guests must be ‘signed in’ each visit by their supervising adult. Supervision must be provided in line with our ‘Supervising Guests Policy’ at all times.

If you are not a competent climber or are under 16, then do not attempt to climb without supervision.

Note: Some young climbers may be granted the privilege of unsupervised climbing once they can demonstrate competence to do so safely. A Parent/Guardian may need to be present to complete the registration. This privilege can be removed at any time.

Professional Coaches and Instructors:
Groups of three or more can only be supervised by a professional coach/instructor holding the relevant training/qualifications. If you want to bring a group or use our facility for a commercial basis, you must register as a ‘Professional’. Anyone found to be using our facility in a professional nature without prior agreement will be asked to leave. Returning to use the centre will be at the discretion of the Highball Management.

ADVANCED CLIMBING AREAS
Highball has some specialist areas including a large 12m overhanging wall and a climbing specific training area with hang boards and training boards. Guidance and good practice posters are on display at the entrance to both areas. We do not recommend these areas for beginners. Please speak to a member of the team if you would like to know more about using these safely.

THE GYM & CONDITIONING AREA:
The gym is not a supervised area, it is for the use of customers aged 16+. Teenagers aged 14+ may use the gym under the supervision of a registered adult at the discretion of the Duty Manager. If you feel you need an induction or instruction on any of the equipment please speak to a member of the team.

MEDIA 
Photos and Videos: We often create visual media for use by Highball Ltd for marketing and publicity. If there are any legal reasons we cannot use your image in any promotional materials, please notify us.

TERMS & CONDITIONS – ACTIVITY BOOKINGS

The Terms and Conditions below relate to pre-booked, supervised coaching and activity sessions only.

PAYMENT

• All activities must be paid for at the time of booking.
• Bookings up to and including £100 must be paid for in full.
• For bookings of £100 or more, a minimum deposit of 50% of the total, or £100 (whichever is greater), is required.
• Any outstanding balance must be paid at least 7 days before the date of the activity; this also applies to invoiced activities.
• Activities booked with less than 7 days’ notice must be paid for in full.

CANCELLATIONS AND REFUNDS

• Full refunds are only available if at least 8 full days’ notice is given, to allow us time to re-fill your space.
• Please note: your booking is still active until you have received confirmation of cancellation from Highball. For example, if you cancel by email at 11pm (or leave a voicemail), it will not be processed until the following day.
• Refund terms are as follows:
  • 8 or more days’ notice = 100% refund
  • 3 to 7 days’ notice = 50% refund
  • 48 hours or less notice = no refund
• If you have paid a deposit, this will be used to cover any cancellation fee before refunding any remaining balance.
• If you have elected to pay via invoice and cancel within the 7-day notice period, you will be invoiced in line with the refund terms above.
• If cancellation is due to an unforeseen medical reason, and a medical note is provided, we will retain your payment/deposit and the activity must be re-booked within 3 months.

MAKING CHANGES TO YOUR BOOKING

• You may make changes to your booking at any time.
• Any changes resulting in a partial or full cancellation will be subject to the refund terms above.

IF WE HAVE TO MAKE CHANGES TO YOUR BOOKING

• If we need to cancel your session, we will make every effort to rearrange at a convenient time.
• In the unlikely event we cannot, any payments made will be refunded in full.

OUR COACHES

• We use specific coach-to-student ratios to teach and supervise groups, at Highball’s discretion.
• Fees are based on the number of coaches required.
• Coaches are responsible for the group once the activity starts. We reserve the right to remove an individual or stop a session if behaviour is unsafe. No discounts will be given for sessions ending early due to disruptive behaviour.
• Sessions start and finish on time. If you or your group arrive late, the session will still end at the scheduled time to avoid delays for following sessions.
• If you arrive late to an induction or single-session course, you may have missed too much information to participate. This will be classed as a cancellation and you will need to rebook and pay for another session. No refund will be given.

BOOKING A GROUP OR PARTY – YOUR ROLE AS GROUP ORGANISER

• The person booking the activity accepts the role of Group Organiser and agrees to supervise the group when not under the supervision of a coach.
• Please read and understand our Conditions of Use and the Risks before arriving. If you have any questions about these, please contact us in advance.
• On arrival, check in at reception. A member of the Highball team may give you further instructions (e.g. where to wait).
• Keep your group together in the designated area.
• Do not allow children (or adults) to run around the reception/café area or enter the climbing areas unsupervised.
• The coach will introduce themselves to you and let you know when they are ready to take over supervision of the group.
• At the end of the session, the coach will hand the group back to you; at this point, responsibility returns to the Group Organiser.
• Observers and spectators may be asked to move by staff, particularly when the centre is busy.
• Spectators must not enter climbing areas (identified by the soft flooring).
• Spectators may give encouragement but must not give climbing instructions, as these may be unsafe or incorrect.

TERMS & CONDITIONS – MEMBERSHIPS & MULTIPASSES

1) DEFINITIONS

• Registered Climber – An individual who has read the Terms and Conditions of Use, completed an Acknowledgement of Risk form, provided contact information and has photo identification.
• Member – An individual who has bought a membership, prepaid or recurring.
• Recurring Membership – An authorised monthly recurring payment from a debit or credit card.
• Prepaid Membership – Prepaid entry for a set term e.g. one year.
• Multipass – A discounted bundle of single entries.

2) GENERAL TERMS

• A membership gives you access to climbing every day during normal trading hours.
• All memberships and multipasses are pre-payment products i.e. you pay in advance.
• All memberships and multipasses are not refundable, except where required by law, and cannot be transferred.
• Highball Ltd reserves the right to close the centre for up to 14 ‘planned’ days each calendar year (including Christmas and New year) for Maintenance, Refurbishment, Competitions, Corporate Bookings, Events etc.. (This list is not exhaustive).
• Highball Ltd reserves the right to cancel a membership or multipass at any time if the user does not adhere to the centre conditions of use, rules of the use or the terms of this agreement. No refunds will be given.
• Membership and multi passes purchased online have a 14 day cooling off period. If you use your membership or multipass during the 14 day cooling off period, we will deduct the current cost of a single day pass for each visit. E.g If a day pass is £15 and you visit two times before cancelling, we will deduct £30 from the amount to be refunded.

3) RECURRING MEMBERSHIPS (Pay Monthly)

• These memberships begin on your selected start date upon purchase and continue indefinitely until terminated.
• Highball Ltd will charge your debit/credit card on the selected date of your membership each month. (eg. selected date: 5th of January, next billing date: 5th of February).
• If a payment can not be collected on your billing date, e.g. due to no funds, there will be no further automatic attempts to collect the amount due. You will not be able to climb until you have paid the outstanding amount via your Capitan account by going to ‘Memberships and Passes’ in the drop down menu.
• When a membership is cancelled your card details will remain on your Capitan account for future purchases. You can remove this information at any time via your account by going to ‘Billing History & Payment Methods’ in the drop down menu.
• Highball Ltd reserves the right to increase monthly membership dues at their discretion with a 30 day written notice. 

 

3.1)   FLEXI (Rolling 1 Month Contract)

• You can cancel your membership at any time via your Capitan account, no refunds will be given where payment has already been made.

• Highball Ltd will automatically update your monthly membership dues when your status changes. (ie. Age or provided student dates have expired.)

• This membership cannot be frozen.

 

3.2)   CONTRACT (Minimum 12 Months)

• This membership has a minimum fixed term of 12 months.
•  It cannot be cancelled unless a) Highball has changed the membership price during your minimum term. b) your circumstances have changed which makes the membership unaffordable or unusable i.e. long term injury/ illness, relocation, or redundancy. Where this is the case you will need to contact us and provide evidence where necessary.
• If you decide to cancel your membership during the minimum term for other reasons, the remaining payments will normally come due, or you can choose to continue making the minimum number of payments (12).
• After the minimum term, the pay monthly membership will automatically continue to roll over indefinitely until cancelled.
• After the minimum term, you can cancel via your Capitan account at any point, no refunds will be given where payment has already been made.
• Highball Ltd will automatically update your monthly membership dues when your status changes. (ie. Age or provided student dates have expired.)
• You can freeze your membership via your Capitan account, this freeze will take effect on your next billing date for a monthly fee of £5 instead of your usual dues. Frozen months do not count towards your 12 month minimum term.
• You can thaw your membership at any point by speaking to a member of the crew, upon which your standard monthly dues will resume and your billing date will change to reflect this new date.

3.3)   FAMILY PAY MONTHLY MEMBERSHIP (Flexi)

• To receive family membership discounts all members must be living at the same address. Proof of residency may be asked for.
• You can cancel your membership at any time via your Capitan account, no refunds will be given where payment has already been made.
• Highball Ltd. will automatically update your monthly membership dues when your status changes. (ie. Age or if family discounts no longer apply.)

4) PREPAID MEMBERSHIPS (Annual Pass)

4.1) One Month Pass

• Your membership begins on the date of purchase and is valid for 1 month.
• This membership cannot be frozen (put on hold).

4.2) Annual Pass

• Your membership begins on the date of purchase and is valid for 1 year.
• You can freeze your membership for £10 up to 2 times throughout the year, by speaking to a member of the crew.
• Each freeze has a maximum duration of 2 months, upon which your membership will automatically reactivate.

5) MULTIPASSES

Multipasses are not a membership and do not include membership benefits.

Multipasses are valid for 6 months from the date of purchase unless otherwise advertised e.g. a special offer.

Multipasses can be shared between family members or a spouse/partner if they are living at the same address and have the same entry value. (i.e a concession cannot share their package with an adult.) 

Multipasses are non-refundable and cannot be transferred or frozen (put on hold).

TERMS & CONDITIONS – JUNIOR COACHING CLUB MEMBERSHIPS

GENERAL TERMS

• This membership provides continued access to Junior Coaching Club sessions.
• Memberships are pre-payment products (i.e. paid in advance).
• Memberships are non-refundable and non-transferable.
• Memberships are contract-free; you may cancel at any time. We kindly ask for one month’s notice. No refunds will be given for payments already made.
• Highball Ltd reserves the right to close the centre for up to 14 planned days each calendar year (including Christmas and New Year) for maintenance, refurbishment, competitions, corporate bookings, events, etc. (This list is not exhaustive).
• Highball Climbing Centre reserves the right to cancel a membership at any time if the member does not adhere to the centre’s Conditions of Use, Rules of Use, or these Terms and Conditions. No refunds will be given in such cases.
  

E-BILLING MEMBERSHIP (Pay Monthly)

• Membership begins on the 1st of the month following your first payment and continues indefinitely until terminated.
• Notice of termination must be sent via email to coachingteam@highballnorwich.co.uk. Please allow one month’s notice to cancel.
• Highball Climbing Centre will charge your debit/credit card on your chosen payment date each month.
• Highball Climbing Centre reserves the right to increase monthly membership fees at its discretion, with 60 days’ written notice.
• Monthly fees will continue to be charged during school holidays, regardless of session availability, as the cost is averaged across a 12-month period.
  

JUNIOR CLUBS

• Highball Climbing Centre guarantees a minimum of 40 sessions per year.
• Regular sessions will not run during the Easter and Christmas school holidays, or throughout August. Drop-in sessions with limited availability may be offered during these periods at no extra cost.
• No refunds or credits will be given for missed sessions.
• Places are guaranteed while your membership is active and up to date.
• If you reapply after cancelling your membership, you will be placed on the waiting list.
• Memberships may only be frozen in the case of injury.
• Shoe and equipment hire is included.
• Junior Club membership is available to children aged 8–17 years.
• This membership covers coached sessions only and does not include access to open climbing sessions.

TERMS & CONDITIONS – GIFT CARDS & VOUCHERS

GIFT CARD

• Gift Cards will expire 18 months from purchase date.
• The minimum value needed to activate a Gift Card is £10. 
• Gift cards cannot be purchased in conjunction with any other discounts, such as membership discounts.
• No refunds for the purchase of the Gift Card will be given.
• To purchase a gift card we will need to collect basic personal information. This will be stored securely, inline with our privacy policy. 
• Highball accepts no responsibility for loss of Gift Cards sent through Royal Mail.
• Gift Cards can be used for all products and services eg. Climbing sessions, courses, memberships*, multipasses, Highball shop, and cafe. *Excluding recurring membership payments (EFT).
• When products are purchased using a Gift Card, no change will be given in cash but any value left on a Gift Card will remain and can be used in full or part payment for future purchases. Where a Gift Card holder wishes to use a Gift Card to buy products with a value higher than the value on the Gift Card, they will be required to pay the difference in value.
• Refunded products or services that were purchased with a Gift Card, will be given as credit onto your Capitan account in accordance to the original expiry date.
• All exchanges and refunds for services and merchandise will be in accordance with Highball’s relevant Terms and Conditions.
• The value on a Gift Card cannot be topped up, exchanged for cash or refunded.
• Faulty Gift Cards will be replaced for free. Damaged or lost Gift Cards cannot be replaced, but we can email the gift card code to the original purchaser.
• Highball reserves the right to amend these Terms and Conditions without prior notice. 

VOUCHER

• Vouchers will expire 1 month from the date received or selected. 
• Vouchers with no expiry and/or no name are not valid. 
• Vouchers can only be used by and for the name stated upon it.
• Vouchers have no value and are ineligible for refunds.
• Vouchers cannot be swapped or used against a different product or service. 
• When using a voucher to redeem services or products with a value higher than that stated on the voucher, you will be required to pay the difference.(e.g. additional participants where eligible,)
• Highball reserves the right to amend these Terms and Conditions without prior notice. 

TERMS & CONDITIONS – THE SHOP

RETURNS, REFUNDS & EXCHANGES

We offer a 30 day return guarantee on most items as long as:

• You return the items within 30 days
• The items are unused, unworn, (other than the purpose of trying on) No marks, stains, rips etc.
• All original labels and tags are still attached.
• Items must be in their original packaging
• You have proof of purchase.

If all the above applies we will refund you (via the original method) or provide an exchange. 

Unfortunately, we can not accept returns for items of PPE (Personal Protective Equipment). These include harnesses, rope, climbing hardware e.g nuts, cams, carabiners, slings, etc.. This list is not exhaustive. Please be extra sure you are buying the right product before committing to the purchase.

There are also a few other things we are unable to refund or exchange, like underwear and  jewelry unless of course they’re faulty. 

Naturally, none of this affects your consumer rights.

PRICE MATCHING

We are a physical shop that provides face to face help and guidance to our customers. Our prices are competitive but allow for us to deliver a personal service.

When you buy from us you are supporting a local, independent business; your local wall. Supporting us and buying from us helps us do cool sh!t!

Our staff are all paid a fair wage and we have been an accredited Real Living Wage employer since 2018.

In short, for the reasons above, we very rarely price match.