Terms & Conditions

Payments

We accept payments by Credit Card (via Stripe) and Direct Bank Deposit.
There are two main types of bookings we receive: Group Bookings (e.g. schools, individuals or other organisations who hire our guides and/or equipment on a day of their choosing), and Online Bookings (where you can book a place on an advertised event, such as a skills course or a guided tour).
- For Group Bookings we will issue an invoice with standard payment terms of 7 days.
- For Online Bookings payments must be made at the time of booking.
Card transactions incur a 2.2% transaction fee.
For selected Online Bookings a $100 deposit is required when booking.
- If this is the case then the balance is due at most 7 days before the event begins.
- If this is not the case and you wish to pay part of the booking fee, please contact us to request this.

Cancellations

Bookings are sometimes cancelled due to inclement weather or other reasons. Unfortunately this is part of operating in the outdoors and cannot be avoided.

The decision to cancel or continue a booking due to inclement weather is the responsibility of The Climbing Company employee running the event. The employee’s decision is final.

Refunds

Where a booking is cancelled due to an employee decision for any reason, we will renegotiate a new date or give a full refund.

Where a booking is cancelled on request from the client for any reason, we apply the following rules:

For Group Bookings:

More than 14 days in advance of the event are refunded in full.
Within 14 days of the event attract a 50% surcharge.
Within 7 days will attract a 100% surcharge (no refund).

For Online Bookings:

More than 7 days in advance of the event are refunded in full.
Within 7 days of the event attract a 50% surcharge.
Within 3 days will attract a 100% surcharge (no refund).

If you need to cancel within 3 days please notify us anyway as there is considerable expense in booking, travelling to and setting up the site for your session.

Gift Cards

Gift certificates carry an expiry date, usually EOM 12 months after the date of purchase.

Refunds can be requested for gift cards, according to the following:

Within 14 days of purchase: Full refund (say, you realised you didn’t want the gift certificate or it was not received well)
After 14 days and before 3 months of purchase: 50% of the gift certificate value is refundable (see below).
After 3 months of purchase the gift certificate is not refundable, but is still valid up to it’s expiry date.
Expired gift certificates are not refundable.

Refunds for Gift Certificates must be requested by the original purchaser only, and refunds will be processed to the original purchaser only.

Waiver

Waiver forms: for our insurance, participants are required to read and sign a waiver form. The form can be filled in and submitted online at https://waiver.fr/p-MxGPh.
If you prefer a printable version then there is one available here that is printable on 4 pages (2 double-sided): TCC Risk Warning and Waiver Printable.

Risk Management Plan

The Climbing Company has a comprehensive Risk Management plan which is available on request.

Our Public Liability Insurance is available here: Certificate of Currency – The Climbing Company Pty Ltd.pdf

Employee Code of Conduct

At the heart of our operations lies a commitment to professionalism and ethical conduct. We use a comprehensive Employee Code of Conduct which serves as a foundational document, outlining the principles and standards that guide our team members in delivering exceptional service. By having all guides adhere to these principles, we aim to create an inclusive, respectful, and safe environment for both employees and participants.