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

• After expressing interest in joining a team (via our QR codes, waitlist link, online advertising, etc.), we aim to get in touch via email within one working day to confirm what training opportunities are available. Please note this information may sometimes be delayed subject to staff illness/annual leave. 

• First time Catalyst students are eligible for 50% off their first team membership payment. Those who have previously trained with the same or a different team cannot re-use the welcome discount. 

• Upon making your first payment, your card details will be saved to our scheduling system, Momence, and future payments will process automatically. Membership renewal will process every four weeks unless your payment schedule is adjusted due to a freeze (see ‘Freeze Policy’ for more information). All payments are made in advance, to cover the next four weeks of training.

• Once your membership is active, you will be added to a team mailing list. This list will receive a newsletter each month, confirming any training schedule or membership updates. If you do not receive your newsletter on the 1st of the month and it is not present in ‘spam’, please contact enquiries@catalystclimbing.com. You may unsubscribe from the team mailing list via the button at the end of each email should you wish, however you may still be contacted directly via our Admin team in relation to your training/membership. 

• During your first four weeks of membership (your half-price ‘trial period’), you will be eligible to attend the weekly team training sessions and the monthly team social (adult teams only, should this fall within your trial period). Additionally, you may make use of any membership management policies, such as our:

  • Freeze Policy 

  • Sickness Policy 

  • Understaffed Session Policy 

  • Cancellation Policy 

• Following your first full-price renewal, your membership will upgrade to include the following perks: 

  • A free or heavily subsidised item of team uniform, alongside an embroidered patch featuring the team’s logo 

  • 4-week personalised training plans, available upon request

  • 50% off a single private coaching session each month 

  • Discounts/offers with Catalyst partnered brands 

  • Unlimited guest passes with LCC anytime your membership is active

  • Loyalty discount, available upon request 

  • Referrals discount 

Team Kit & Personalised Plans

• To request your team uniform, patch or a personalised plan, you must contact enquiries@catalystclimbing.comafter your first full-priced renewal has processed.

Private Coaching & Catalyst Partner Brand Discounts

• All discount codes will be distributed each month in the newsletter sent out to each team mailing list. 

Unlimited LCC Guest Passes

• Unlimited LCC guest passes (for fellow climbers visitors attending an LCC site for the first time) can be accessed by showing your Momence membership in the app to the front desk staff at the centre. 

• Guest passes cannot be redeemed while a membership is on freeze/lapsed.

Loyalty Discount

• Your trial period (first four weeks of training at half-price), does not count towards your loyalty discount. 

• After every 6th full-price renewal payment is made, you will be eligible to receive 50% off your next (7th) payment. After every 6th payment has processed, you must contact enquiries@catalystclimbing.com, requesting your loyalty discount, which will be applied to your next payment accordingly. 

• Missed loyalty payments cannot be applied retroactively.

Referrals Discount

• Referring a friend, family member or colleague to a Catalyst team will award you a free renewal and your referee a 10% discount on one renewal. 

• Discounts for the referrer and the referee will be applied on the first renewals to process after the referee has completed their trial period and first full-priced 4 weeks of training.

Session Management 

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 renewal payment 

• If cancellation notice is provided less than 24 hours before the session was due to commence, your next renewal payment will be discounted by 1.5 times the cost of the cancelled session 

• The cost of the session will be halved if a loyalty/social prize discount was applied to your previous payment.

Understaffed Session Policy

• Our guideline coach to student ratios are as follows: 1:10 for adults, 1:6 for juniors aged 10 - 18 and 1:4 for juniors under the age of 10. 

• In some instances, there may be more students scheduled to attend a session than the usual ratio recommends (e.g. if a support coach is unavailable due to illness and no cover can be found)

• For larger groups with more than one coach per session, we will strive to contact you in advance to offer the option of late-notice freeze if there is due to be only one coach present.

• For teams with either one or multiple coaches, if a session runs understaffed and you feel the value of coaching provided does not meet the level usually delivered, you may contact enquiries@catalystclimbing.com for compensation. Compensation will take the form of 50% of the session cost being removed from your next renewal payment.

Membership Management 

Freeze Policy

• A membership freeze to cover an upcoming absence from training can be requested via an email to enquiries@catalystclimbing.com.

• Freezes must be requested at least 24 hours prior to the start time of the session due to be missed (unless you have been notified otherwise via our understaffed session policy). 

• Freezes must last a minimum of 1 week, to cover a single training session. 

• Freezing your membership delays your next renewal payment by however long the freeze lasts (min. 1 week, max. 12 weeks)

• Each member is entitled to either 12 week of freeze time for the year ahead (if your membership is active as of 1st Jan that year), or a proportional amount of freeze time based on the amount of training due to be delivered across the rest of the year (if you join after 1st Jan that year).

• Freeze banks reset to 12 weeks for the new year on 1st January. 

• Any unused freeze time from the current year cannot be carried over into the following year. If a week of freeze includes dates spanning the end of the current year to the start of the subsequent year, this will count towards the current year’s freeze allocation unless that allowance is already depleted, in which case the freeze time will be taken from the new allowance for the subsequent year.

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, flu or a stomach virus. 

• If you are due to miss a session due to contagious illness, please report this absence via an email to enquiries@catalystclimbing.com to have the cost of the missed session removed from your next renewal payment. 

• The cost of the session will be halved if a loyalty/social prize discount was applied to your previous payment.

• Unlike freeze requests, there is no cut-off window before the session for sickness requests. 

• Injury does not fall under the sickness policy; freeze allowance must be applied for short-term injury and membership cancellation may need to be considered for long-term injury. 

• If extended periods of sickness 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.

Cancellation Policy

• 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 or redeem any remaining subscription perks before your membership expiry date.

• If a discount had been applied on your next renewal payment (e.g. due to an understaffed session, cancelled session or sickness absence) but this payment will not process due to cancellation, the amount of compensation owed will instead be refunded on the last payment made.

• 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.