Terms & Conditions

• Catalyst in-person coaching products, including packages of multiple sessions, expire 365 days from the date of purchase. All credits must be used within this 1-year period.

• The price of in-person coaching sessions does not include the entry fees to the climbing walls (as stated on the product page) or cover any equiptment hire. We cannot be held liable for any extra fee incurred.

• Appointment slots will be offered via email (or occasionally direct by a coach in-person, if you are booking from a pack). When scheduling via email, acceptance of a time slot and payment for the session must be completed at least 24 hours before the start time of the offered appointment; if acceptance and payment is not processed by this deadline, the session slot offered via email will become unavailable.

• Our Admin team works Monday - Friday, 09:00 - 17:00. Bookings can only be confirmed by the team during this time; please ensure payment for upcoming weekend sessions is sent by Friday, 17:00 to ensure official booking confirmation is received.

• Private coaching sessions are not officially booked until a confirmation email is received from our booking system, Momence. Please ensure this email is received (confirming all of your booking details) before arriving to a slot that has been offered by our Admin team via email.

• The Catalyst waiver AND an LCC waiver must be completed before a session can begin. We cannot offer any form of refund if coaching time is missed in order to complete waivers on the day.

• If you arrive late to a session, you must provide proof of extenuating circumstances to enquiries@catalystclimbing.com. With extenuating circumstances, any missed time can be added to your current or any existing future booking (subject to coach availability). If your missed time can't be used, a refund proportional to the amount of coaching time missed will be provided.

• If your coach arrives late to the session, you will be offered a session extension on your current or future booking. If a session extension cannot be arranged, you will be provided with a refund proprotional to the amount of coaching time missed due to the coach's late arrival.

• If you wish to cancel your in-person coaching session, you will receive a full refund or reschedule credit if cancellation notice is given more than 24 hours in advance. If you wish to cancel a session within 24 hours of the start time, proof of extenuating circumstances are to be sent to enquiries@catalystclimbing.com in order to receive a refund or reschedule credit.

• If your session is cancelled by Catalyst more than 24 hours in advance of the session start time, you will be contacted to find a suitable replacement slot. If you no longer want your session to be rescheduled, you will receive a full refund.

• If your session is cancelled by Catalyst within 24 hours of the start time, you will automatically be refunded 50% of the cost of your session. You will therefore receive coaching in your rescheduled session at a 50% discount. If you no longer want your session to be rescheduled, or your session cannot be rescheduled to a date within a month of the cancellation date, you will receive a refund for the remaining session price (50%) and you will be provided with a discount code to book your next session at half price.

• If your session is cancelled by Catalyst and you have travelled to London for the session, we cannot offer any compensation for travel or accomodation costs associated with your trip.

Joining a Team

• Catalyst Team membership payments are paid via direct debit, every four weeks.

• When you express your interest in training via our form/QR codes, the Catalyst team will aim to be in touch within 24 hours (Monday - Friday, 09:00 - 17:00) to confirm your place on the waitlist and offer a suitable space on a team if there is one available. If you are offered a space and choose to accept, you will be sent a link to set up your direct debit, alongside a discount code providing 50% off your first payment.

• During your first four weeks of membership (trial period), you’ll have access to the in-person training sessions alongside our freeze and sickness policies.

• After your trial period, your subscription price will rise to the standard amount and you will be eligible to receive:

  • a free or heavily subsidised item of team uniform alongside an embroidered patch with the team logo

  • personalised training plans upon request

  • 50% off a single private coaching each month

  • access to a monthly social session (adult teams only)

  • Discounts/offers with Catalyst partnered brands.

  • Loyalty discount

  • Referrals discount

• To request your team kit, patch or a personalised plan, please contact enquiries@catalystclimbing.com after your first full priced renewal.  

• After every 6th renewal payment (not including the half price payment made to initially secure your membership), you will be eligible for 50% off your next payment. When you are owed a loyalty discount on your 7th/14th/21st etc payment, please contact enquiries@catalystclimbing.com before the payment processes in order to have this applied. Missed loyalty discounts cannot be applied retroactively.

• Unlimited LCC guest passes (for friends and family visiting an LCC site for the first time) can be accessed by showing your Momence membership to the front desk staff at the centre. Please note, guest passes will not be available while your membership is on freeze.

• Information on your membership (such as training schedule, discount codes etc) will be emailed out at the beginning of each month in a team newsletter. If you have not received your newsletter after setting up your membership, please first check your spam inbox and if not present there, contact enquiries@catalystclimbing.com.

Session Cancellation

• If an in-person training session is cancelled by Catalyst with more than 24 hours notice, the cost of the cancelled session will be removed from your next scheduled direct debit payment. If cancellation notification is provided less than 24 hours before a session is due to begin, your next direct debit payment will instead be reduced by 1.5 times the cost of the cancelled session.

 Membership Freeze

• A membership freeze can be requested for any expected absence. In order to request a freeze, please contact enquiries@catalystclimbing.com and confirm the number of weeks you wish to freeze your membership for. Freezes must be requested at least 24 hours before your next in-person training session and must last a minimum of 1 week.

• In total, 12 weeks of freeze time can be used per year. If you are joining a team part way through the calendar year, your allocated freeze time for the remainder of the year will be proportional to the amount of training your eligible for before your freeze bank resets on January 1st, the following year. Any unused freeze time cannot be carried over into the next year. If a week of freeze includes dates spanning from the end of the previous year to the start of the subsequent year, this will count towards the previous year's freeze allocation.

• Freezing your membership delays your next scheduled direct debit payment by the amount of freeze time applied.

Sickness Policy

• To avoid spreading illness among team members and coaches, we request that you refrain from attending in-person training if you are currently suffering from a contagious sickness such as cold or flu.

• If you are to miss a session due to illness, please report this absence via an email to enquiries@catalystclimbing.com. Your absence will be noted and the cost of the missed session will be removed from your next scheduled direct debit payment, however this absence will not be counted as part of your freeze allowance (which covers general absences such as holidays and injuries).

• As illness is counted as an extenuating circumstance, notice of absence can be provided within 24 hours of the missed session start time.

• If extended periods of absence are taken, our administrative team may get in touch via email to check-in and discuss whether you would like to continue your membership or open your spot to another student on our waitlist.

• Catalyst Climbing reserves the right to cancel your membership should misuse of our sickness policy come to light.

Membership Cancellation

• If you wish to cancel your membership, you must request cancellation in an email to enquiries@catalystclimbing.com, at least 5 days before your next payment is due.

• Cancellation is always applied at the end of your current billing cycle (as long as adequate notice has been given), so you are able to attend any remaining in-person sessions within your current cycle.

• The price of Catalyst Courses covers entry onto all associated training sessions but does not include the cost of entry to the climbing centre.

• If you are unable to attend a session that is due to run as scheduled, please email enquiries@catalystclimbing.com notifying of your absence. You will then be sent a copy of the session plan to use in your own time. No refunds will be given for missed sessions where session plans can be provided.

• If a session associated with a course is cancelled by Catalyst, you will be sent the session plan and refunded a proportinal amount of your initial payment. For example, if the course is 4 sessions in length and one of those sessions is cancelled, you will receive a refund worth 25% of your initial payment.

Training Plans for Catalyst Team Members

Members of Catalyst teams are eligible for free personalised training plans and are not required to purchase a plan via the website. To request a plan, team members must contact enquiries@catalystclimbing.com in order to receive the training assessment form.

General Personalised Training Plans

Non-team members must purchase ‘pay as you go’ (PAYG) or rolling memberships to receive personalised training. Four levels of remote training are run by Catalyst: Bronze, Silver, Gold and Athlete. Bronze, Silver and Gold are all remote training options, while the Athlete level is split into two: fully remote or hybrid. Athlete training spots are available by application only, while Bronze, Silver & Gold can be purchased directly from the website. 

If there is an influx of interest in the Bronze, Silver & Gold packages, you may be notified of a wait for the delivery of your package/first membership cycle. If this is the case. you have the choice to either remain on the waitlist until your package/cycle can be processed, or cancel your order for a full refund. 

Set-Up

Upon purchasing a training package/membership, you will be contacted by our Admin team and Bronze, Silver & Gold members will be provided with a Google folder and asked to upload a series of climbing videos. Additional perks may be discussed with our Admin team depending on the level purchased:

• Scheduling of a remote consultation call (Silver and up) 

• Details on coach messaging via Momence (Gold and up)

• Details on upcoming in-person training sessions (Hybrid Athlete only)

It is your responsibility to notify Catalyst when your climbing videos have been submitted to your Google folder. For those entitled to a remote consultation call, videos must be uploaded at least one hour before your consultation start time. No compensation can be provided for delays incurred due to the late upload of reference videos. 

Remote consultations are conducted via Zoom. Please ensure you have this app downloaded prior to your consultation start time. A stable internet connection is required for a remote consultation. No compensation can be provided for any missed or delayed appointments caused by internet issues experienced by the customer.

Your Personalised Plan

A link to your training plan will be emailed to you by enquiries@catalystclimbing.com once complete. On average, your plan will be provided within three working days of your video submissions (Bronze) or consultation call (Silver, Gold and Athlete) but this may be subject to delays on occasion. If there are due to be delays you will be notified via email and if you are on a rolling membership, your payment schedule will be adjusted accordingly without impacting your personal freeze allowance. 

If you have questions regarding the content of your plan but are not on a membership/package that includes coach support via Momence messaging, please email enquiries@catalystclimbing.com to upgrade.

Freezing Your Rolling Membership

For rolling memberships, a freeze can be requested if, for example:

• Your plan is taking longer than anticipated to complete

• You would like additional deload/recovery time after a period of sickness/injury 

• You have upcoming commitments or trips that will delay the completion of your plan

Freezing your membership delays your next scheduled direct debit payment by the amount of freeze time applied, meaning the delivery of your next training block is pushed back. Freeze allowance is determined on a pro-rata basis, with a maximum of 12 weeks of freeze time permitted per calendar year (e.g. joining in February will give you 11 weeks of freeze, March will give you 10 and so on). In order to request a freeze, please contact enquiries@catalystclimbing.comand confirm the number of weeks you wish to freeze your membership for. Freezes must be requested at least 24 hours before your next payment is due to process and will be applied from the date the email is actioned to the following corresponding day (e.g. Monday to Monday).

Freeze allowances reset to 12 weeks of 1st January each year and no unused freeze time can be carried over from the previous year. If a week of freeze placed on your account includes dates spanning from the end of the previous year to the start of the subsequent year, this will count towards the previous year's freeze allocation.

Cancellations, Refunds & Compensation

For rolling memberships, you are required to commit to a minimum of 3 payments before cancellation can be processed. In order to purchase a rolling membership, you must agree to this fixed term period when purchasing your subscription via Momence. If a payment fails during the fixed term, you will receive an automatic notification of this via Momence and it is your responsibility to update your card/account accordingly. Our Admin team will attempt to manually re-process the payment following the failure, using the card details linked to your Momence account. 

Following the fixed term period, you can request cancellation of your membership via an email to enquiries@catalystclimbing.com. If cancellation notice is received at least 5 days prior to your next payment date, cancellation will be immediately applied and no further payments will be taken. If cancellation notice is received within 5 days of your next renewal date, the next payment will be processed and then no further renewals will occur. 

PAYG packages are valid for 365 days after the date of purchase. Cancellation and a full refund for the purchase can be provided if the redemption period is still active and delivery of the package has not yet been started (i.e. you haven’t yet provided your questionnaire/videos for review, the consultation call has not yet taken place, you have not contacted your coach with any queries, no discount codes have been requested and/or no in-person sessions have been attended). If delivery of the package has begun, you are not eligible for a refund unless under extenuating circumstances. If you do not have extenuating circumstances, the package will be fulfilled as advertised. 

After 365 days, a refund for a PAYG package can only be provided if there is evidence that the package was not and could not have been redeemed during the 365 day window, due to delays or errors on the part of Catalyst.

For rolling memberships, no cancellation refunds are to be provided, unless under extenuating circumstances. Partial refunds may be provided on a case by case basis due to delays or errors on the part of Catalyst, only if the use of compensatory freeze time is not applicable instead. Any partial refunds due will be calculated on a case by case basis, depending on the delays/errors incurred. 

Specifically for Hybrid Athlete packages/memberships, you will be eligible for a partial refund if an in-person group session that you were due to attend is cancelled by Catalyst. Cancellation of a group session more than 24 hours in advance will entitle you to a refund of £36. If the group session is cancelled less than 24 hours prior to the session start time, you will be entitled to a refund of £54. If your private session is cancelled and cannot be rescheduled to an alternate date, you will be eligible for a refund of £80. 

No financial compensation can be provided for any travel or accommodation costs associated with in-person training for Hybrid Athletes, even if a session is cancelled by Catalyst.

If you are unsatisfied with the level of service provided, the area of issue will be reviewed by the Managing Director to confirm if there are grounds for compensation. If compensation is owed, the amount will be determined on a case by case basis. All extenuating circumstances are decided upon at the discretion of Catalyst.

• Membership to The Catalyst Online Squad is managed via YouTube. Cancellation can be requested by logging into your Youtube account linked to your membership. On requesting cancellation, access will end at the final day of the billing period.

• Refunds are not available in the case where customers have forgotten to cancel, or changed their mind.

• Wherein Catalyst will offer a prize by raffle, or by participatory input, it shall be governed by the following rules. This includes all platforms, whether Direct Marketing, Instagram (or other social media) or in-person.

• Entry requirements

  • Where the entrant is below 18, consent of a parent or guardian will need to be made for entry.

  • Catalyst prize draws and competitions are not open to Catalyst staff, immediate relatives, or friend and associates of Catalyst. Due to the community nature of Catalyst, where there is any degree of personal relationship with a winner, the prize decision will be vetted by an impartial third party, and all relevant information (relationship, as well as 3rd party input) will be made public at the time of the announcement.

• Date of entry and draw

  • Catalyst retain the right to change the dates of entry, and the date of the prize draw, at their sole discretion.

• Selection

  • Wherein winners are chosen at random, all entrants will be assigned a numerical code, and a winner will be selected by random number generator.

  • Wherein the winner is selected on merit, selection will be made at the complete discretion of the Catalyst staff.

  • Wherein the winner is decided by public vote, Catalyst retain the right to address concerns of improper voting by discretionary allocation of the prize.

• Right of withdrawl

  • Catalyst reserve the right to withdraw the prize, or cancel the draw, at any time, and for any reason.

• Prize value

  • The winner does not enter into a legally binding contract with Catalyst Climbing Ltd, and the goods shall be considered to have no monetary value, and as such are ineligible for exchange or return.

• Limitation of liability

  • By entering the Giveaway each entrant agrees to release, discharge and hold harmless Catalyst Climbing LTD, its legal representatives, respective officers, directors, employees and agents from any damages whatsoever suffered or sustained in connection with the Giveaway or the acceptance of the prize.

• Personal data

  • Each winner agrees that, by participating in a Giveaway, Catalyst may use the winner’s name in any manner and in any medium for its promotional purposes without additional approval or compensation being required, including posting in a winner’s list, Instagram post and/or Instagram stories.

• The price of in-person coaching sessions do not include entry fees to the climbing walls (as stated on the product page). We cannot be held liable for any extra fee incurred.

• The Catalyst waiver AND an LCC waiver must be completed before a session can begin. We cannot offer any form of refund if session time is missed in order to complete waivers on the day.

• If you wish to cancel your ticket to an event or workshop, you will receive a full refund if cancellation notice is given more than 24 hours in advance. If you wish to cancel a session within 24 hours of the start time, proof of extenuating circumstances will are to be sent to enquiries@catalystclimbing.com in order to receive a refund.

• If your event/workshop is cancelled by Catalyst, you will receive a full refund for the cost of your ticket.

• If your event is cancelled by Catalyst and you have travelled for the event, we cannot offer any compensation for travel or accomodation costs associated with your trip.

• Any current credit listed on your Momence account is a legacy of previous administrative processes. Existing credit can be used, but new credit will not be issued - products and services will instead be exchanged or refunded.

• Money credit can be used in the purchase of private coaching sessions or workshop tickets. If you are purchasing a private coaching session and would like to use money credit, please email enquiries@catalystclimbing.com who will provide you with a discount code equal to your money credit balance that will allow you to purchase your session at a discounted rate through our website. Money credit can be used automatically when purchasing workshop tickets through Momence.

• Class credits may no longer be suitable for exhange for private coaching sessions, as our prices may have changed since the class credit was added to your account. To make use of your class credit, please contact enquiries@catalystclimbing.com who will review your account history and confirm the monetary value of your class credits. These will then be converted to money credits, to be used as detailed above.

• Money and class credits cannot be transferred between accounts.

• When placing your order, please ensure your delivery address is accurate, especially if this has been auto-filled. Refunds and replacements cannot be issued for items lost when an incorrect delivery address has been provided.

• In line with UK & EU trading law, returns are accepted up to 14 days after delivery. If your item arrives damaged, please contact enquiries@catalystclimbing.com to report this and include your order number alongside evidence (e.g. photograph) of the damage in the email. Once this is reviewed by our team, a replacement item will be dispatched and confirmation of this will be sent via email.

• To confirm the correct sizing for apparel, please refer to the size guides available on each item's webpage. If you have any questions regarding size before placing your order, please forward them to enquiries@catalystclimbing.com 

• If your item has not arrived within 21 days of purchase, please report this to enquiries@catalystclimbing.com . If we find there is an issue with production or delivery, we will provide an update and a new estimate for the arrival date of your order.