BOOKING TERMS AND CONDITIONS
1.1 These are the terms and conditions which apply when you make a booking with Climb Up, a trading name of Play Valley Limited.
1.2 Please ensure that you and the participants in your booking have read these terms and conditions carefully. You should also check that the details of your booking are complete and accurate before you submit your booking. If you think that you have made a mistake after you have submitted your booking, please contact us to discuss.
1.3 By submitting your payment, you agree that your booking with Climb Up and your participation in the session is subject to these terms and conditions, our Rules of Climb and our Participant Waiver.
1.4 No booking shall be deemed to have been accepted by Climb Up unless, and until, the booking has been accepted in writing, which will include Climb Up sending you an email confirmation of the booking.
1.5 These terms and conditions also incorporate the terms of the Climb Up Rules of Climb, Participant Waiver and Privacy Policy.
1.6 Play Valley Limited reserves the right to revise these terms and conditions and to make changes from time to time in order to comply with changes in any relevant laws or regulatory requirements. The current version will always be available at www.climb-up.co.uk.
1.7 The person making a booking must be aged 18 or over. By submitting a booking you confirm that you are at least 18 years of age.
SAFETY
2.1 Participation in climbing activities is not without risk. Serious misuse of equipment could result in severe injury or death. You acknowledge that the activity carries inherent risks and hazards. You and all participants in your booking voluntarily assume and accept all such risks and waive the right to sue Climb Up or Play Valley Limited for any personal injury, except where such liability cannot be excluded by law.
2.2 All participants must complete a digital Participant Waiver before arriving at Climb Up. For participants under the age of 18, the waiver must be completed by a parent or legal guardian. No waiver, no climb. This requirement will be enforced without exception.
2.3 All participants must attend and complete the Climb Up safety briefing before entering the arena. No participant may enter the arena without completing the briefing. No refund will be given to any participant who refuses to complete the safety briefing.
2.4 A minimum of 1 accompanying adult must remain on site throughout the session for every 4 children under the age of 18. Climb Up staff supervise climbers during sessions but do not replace the responsibility of accompanying adults.
2.5 Children under the age of 4 are not permitted to participate in standard open climb sessions. Children under 4 may attend Toddler Climb & Play sessions only.
2.6 Young people aged 13-17 are not permitted to supervise children under 14 at any time.
2.7 Climb Up reserves the right to refuse admittance to participants or to remove a participant from the arena at any time should Climb Up deem it necessary to do so. This includes any participant who does not comply with the Rules of Climb, advice or instructions from staff, or any participant whose behaviour is considered unsafe or who is thought to be under the influence of alcohol or drugs. The decision of the Climbing Manager or duty manager on shift will be final.
2.8 No refunds or compensation will be payable in the event that any participant is not permitted to, or decides not to, undertake or complete their session.
2.9 Appropriate footwear must be worn at all times in the arena. Sandals, flip flops, open-toe shoes, high heels and bare feet are not permitted. Climb Up reserves the right to refuse entry to the arena to any participant not wearing appropriate footwear.
2.10 Participants are responsible for the care of all hired equipment including harnesses. Any damage caused to equipment through misuse or negligence may be charged to the participant.
2.11 Climb Up is a child-focused family activity venue located within Play Valley, Doncaster. All groups attending public sessions must include at least one participant under the age of 18 AND at least one adult aged 18 or over. Groups consisting entirely of adults aged 18 or over without a child participant are not permitted during public sessions. Groups consisting entirely of young people aged 13-17 without an accompanying adult aged 18 or over are not permitted during public sessions.
2.12 This admission policy applies to all standard public session types including Open Climb, Toddler Climb & Play, Home Ed sessions and group bookings. It does not apply to Exclusive Hire bookings arranged directly with Climb Up management.
2.13 No refund will be given where a booking does not comply with the admission policy set out in clauses 2.11 and 2.12 and admittance is refused as a result. It is the responsibility of the person making the booking to ensure their group meets the admission requirements before booking.
PRICE AND PAYMENT
3.1 All charges include VAT.
3.2 Payment shall be made in full at the time of booking and can be made by debit card or credit card. No cash payments are accepted at Climb Up.
3.3 Play Valley Limited reserves the right to change its prices at any time. Any change in price will not affect any booking that has already been booked and paid for in full at the time the change becomes effective.
3.4 Group discounts are applied automatically at checkout for bookings of 4 or more climbers. Group discount pricing is subject to change at any time with reasonable notice.
CANCELLATIONS, TRANSFERS AND REFUNDS
4.1 All purchases of session tickets are full and final and cannot be refunded. With no less than 24 hours notice we may move your booking to an alternate date should we have availability. This will be at the manager’s discretion. No refunds will be given should you fail to attend at the time and date you booked for.
4.2 Any cancellation request must be made by contacting Climb Up directly by telephone or email, details available at www.climb-up.co.uk.
4.3 Requests to amend a booking (including changes to the number of participants, session time or date) must be made with no less than 24 hours notice and are subject to availability and manager’s discretion.
4.4 Climb Up shall be entitled to cancel your booking at any time. In the event that Climb Up cancels your booking, we shall use reasonable endeavours to notify you as soon as possible and you shall be entitled to a full refund.
4.5 Payments made by debit or credit card will be refunded to the same card.
4.6 No refunds will be given for transactions made by gift voucher. Bookings made by gift voucher and cancelled in accordance with point 4.1 may be transferred to another date and time subject to availability. Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.
4.7 Late arrivals may not be permitted entry and no refunds or compensation will be payable in these circumstances. Customers are asked to arrive 5 minutes before their session start time for check-in at reception.
PARTY BOOKINGS — CLIMB & DINE PARTY
5.1 A non-refundable deposit of £50 is required at the time of booking to secure your Climb Up Party slot. The remaining balance must be paid no later than 7 days before the party date.
5.2 Your party booking is not confirmed until the deposit has been received and a confirmation email has been sent.
5.3 Final numbers must be confirmed at least 3 days before the party date. The minimum number of participants is 10 children. The maximum number of participants is 24 children.
5.4 The deposit is non-refundable under any circumstances.
5.5 If cancellation is made more than 21 days before the party, any balance paid (excluding the deposit) may be transferred to another date subject to availability.
5.6 Cancellations made less than 21 days before the party will not be eligible for a refund of any amount paid.
5.7 Climb Up reserves the right to cancel the party if the balance is not paid by the due date.
5.8 Please arrive no earlier than 10 minutes before your booked party time. Please ensure all guests arrive promptly at the session start time.
5.9 The party package runs for the duration of the climbing session plus food. Guests must vacate the reserved cafe tables promptly at the end of the allocated time.
5.10 Children remain the responsibility of their parent(s) or guardian(s) at all times during the party.
5.11 Parents are welcome to bring their own birthday cake and table decorations. Please note:
5.12 The Rules of Climb apply to all party participants. Any guest who does not comply with the Rules of Climb may be asked to leave and no refund will be provided.
5.13 We do not offer refunds for children who do not attend. Party packages will be charged based on the confirmed numbers provided at least 3 days before the event.
DELIVERY OF SERVICE
6.1 Subject to the terms of these conditions, Climb Up shall provide the climbing session at Play Valley Doncaster, as set out in the booking confirmation.
6.2 Session durations are as stated at the time of booking. Climb Up operates a minimum of 50 minutes of climbing time per standard session. Where the safety briefing is completed in less than 10 minutes, the additional time will be added to the climbing session.
6.3 Climb Up reserves the right to close the arena or cancel sessions at short notice for reasons including but not limited to equipment maintenance, safety concerns or circumstances beyond our control. In these circumstances customers will be offered a full refund or the opportunity to rebook at no additional cost.
FORCE MAJEURE
7.1 Climb Up and Play Valley Limited shall not be liable for any failure or delay in performing obligations under these terms and conditions where such failure or delay results from any cause beyond our reasonable control. Such causes include but are not limited to acts of God, extreme weather conditions, fire, flood, epidemic, pandemic, power failure, government restrictions, or any other circumstances beyond our reasonable control.
7.2 In the event of a force majeure situation, Climb Up will use its reasonable endeavours to notify affected customers as soon as possible and to offer an alternative date or a full refund at the customer’s choice.
PHOTOGRAPHY & SOCIAL MEDIA
8.1 Climb Up may take photographs or video footage during sessions for use in marketing and promotional materials, including on our website and social media channels. By making a booking you acknowledge this. If you do not wish to be included in photography or video, please inform a member of staff before your session or indicate your preference on the Participant Waiver.
8.2 Customers and their guests are welcome to take photographs and video footage for personal use during their visit. We ask that you are considerate of other visitors, particularly children, when taking photographs or video. Please do not post images or video footage of other people’s children on social media without the permission of their parent or guardian.
EQUIPMENT & PERSONAL BELONGINGS
9.1 Climb Up and Play Valley Limited will not be held responsible for the loss or damage of or to any of your or the participants in your booking’s property or personal belongings during your visit. Personal possessions are brought into the venue entirely at the owner’s risk.
9.2 Parking facilities are available at Play Valley and any vehicles and their contents are left at the owner’s risk.
9.3 Participants are responsible for the proper use of all climbing equipment provided by Climb Up including harnesses. Any damage caused through misuse or negligence may be charged to the participant or the person who made the booking.
OUR LIABILITY TO YOU
10.1 Play Valley Limited employees and directors are not liable to you, the participants in your booking, or your or their dependents or legal representatives for any claim for any indirect or consequential loss or damage, including without limitation personal injury or financial loss or damage, whether such liability arises in breach of contract, tort (including negligence), statute or statutory duty. Nothing in these terms is intended to nor shall limit the liability of Play Valley Limited in respect of death or personal injury caused by the negligence of Play Valley Limited or of its employees, agents or contractors, or affect the statutory rights of any person dealing as a consumer.
10.2 Except as otherwise stated, any liability of Play Valley Limited shall be limited to the refund of any charges paid to Climb Up.
COMPLAINTS
11.1 If you have a complaint about any aspect of your visit or booking, please raise it with the Climbing Manager or duty manager at the time of your visit in the first instance. We aim to resolve all complaints promptly and to your satisfaction.
11.2 If your complaint is not resolved to your satisfaction at the time of your visit, please contact us in writing at hello@climb-up.co.uk within 14 days of your visit, providing full details of your complaint.
11.3 We will acknowledge your complaint within 5 working days and aim to provide a full response within 14 working days.
GOVERNING LAW
12.1 These terms and conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the law of England and Wales.
12.2 You and Play Valley Limited both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms and conditions.
AGREEMENT
By completing your booking you agree to these terms and conditions, the Climb Up Rules of Climb, the Participant Waiver and the Climb Up Privacy Policy. Play Valley Limited reserves the right to amend these terms and conditions at any time. The current version will always be available at www.climb-up.co.uk.
