Terms and Conditions
These Terms and Conditions explain how our website, bookings, memberships, purchases, and visits work. They apply whether you book online, buy in person, or visit us at The Boulder Bunker.
By using our website, making a booking, buying a product or service, or visiting our venue, you agree to these terms and to our Refund, Cancellation and Rescheduling Policy.
Who we are
The Boulder Bunker LTD trading as The Bunker Company number: 08456187 11 South Street, Torquay, TQ2 5AE 01803 293229 bookings@theboulderbunker.com
Using our website
All content on this website belongs to The Boulder Bunker or our licensors unless stated otherwise. You may browse the website for personal use, but you must not copy, reproduce, republish, sell, or use our content for commercial purposes without written permission.
If our website allows comments, reviews, or other user content, those views belong to the person posting them and do not necessarily reflect our views. We may remove content at our discretion.
You may link to our website as long as the link is fair, lawful, not misleading, and does not suggest endorsement where none exists.
Bookings and purchases
We offer climbing sessions, memberships, punch cards, parties, escape room bookings, classes, gift vouchers, merchandise, and in-person sales including walk-ins, café items, retail items, and membership signups.
All bookings and purchases are subject to availability. Opening hours, route setting, instructors, facilities, and activities may change from time to time. We may close or limit access to areas or services for maintenance, events, staffing, safety, or other operational reasons.
Please check your booking details carefully before confirming your order. Late arrival may reduce the time available for your activity and may result in loss of the booking without refund.
Memberships
Memberships are rolling unless stated otherwise and there is no minimum term.
To cancel a membership, you must give at least 3 days’ notice before your next payment date.
If a payment fails, we may retry collection up to 3 times, approximately 6 hours, 12 hours, and 24 hours after the failed attempt. We may suspend or restrict membership benefits until payment is received.
Memberships may be paused using the membership management link on our website or by emailing bookings@theboulderbunker.com .
Memberships are non-transferable. If you are buying for someone else, please use a gifting option where available.
Safety and participation
Climbing and related activities involve inherent risk. Every climber must complete our waiver and acknowledgement of risk form before climbing.
Climbers under 18 may require parent or guardian consent. The minimum age for unsupervised climbing is 16, although under 16s may be allowed to climb unsupervised at our discretion where a junior sign-off has been completed.
All customers must follow staff instructions, venue signage, safety rules, and any activity-specific guidance.
Refusal of entry and behaviour
We reserve the right to refuse entry, stop participation, or remove any person from the premises for safety, operational, behavioural, or other reasons. This includes where a person appears to be under the influence of alcohol or drugs. We are not required to provide a reason.
Abusive, threatening, reckless, or unsafe behaviour will not be tolerated and may result in removal without refund.
Online bookings and consumer rights
Where a booking is for leisure services on a specific date or time, the usual 14-day cooling-off period for distance sales does not apply once the booking has been confirmed, to the extent permitted by law.
This does not affect your statutory rights in relation to faulty goods or services not provided with reasonable care and skill.
Liability
To the maximum extent permitted by law, we do not guarantee that the website will always be available, uninterrupted, or error-free.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
Subject to that, participation is at your own risk and we are not responsible for losses that are not foreseeable, indirect, or caused by events outside our reasonable control.
Changes to these terms
We may update these terms from time to time. Any changes will be posted on this page and will apply from the date they are published.
Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.
Refund, Cancellation and Rescheduling Policy
A quick note
We always aim to be fair and practical. Where possible, we would rather move a booking than cancel it.
This policy applies to bookings, purchases, and memberships made online or in person, unless a specific booking page says otherwise.
Climbing sessions and day passes
You may cancel for a full refund if you give us at least 24 hours’ notice before your booking start time.
Once climbing has started, the service is treated as delivered and no refund will be given.
If you want to move your booking instead, we are happy to do that where possible, provided you contact us at least 24 hours before the booking time.
Parties
Party cancellations, refunds, and booking changes are subject to the cancellation policy shown on the relevant party booking page. If that page includes specific terms, those terms will apply.
Escape room bookings
Escape room bookings may be cancelled for a full refund with at least 24 hours’ notice.
Within 24 hours of the booking time, refunds are at our sole discretion.
Bookings may be moved with at least 24 hours’ notice, subject to availability.
Classes and courses
Classes and courses may be cancelled for a full refund with at least 24 hours’ notice.
Within 24 hours of the booking time, refunds are at our sole discretion.
Where possible, we may offer a transfer or reschedule instead.
Memberships
Membership fees are non-refundable.
To cancel a membership, you must give at least 3 days’ notice before the next billing date. If notice is not given in time, the next payment may still be taken and no refund will usually be issued.
Gift vouchers
Gift vouchers are non-refundable and non-transferable unless required by law.
Online retail orders
For online retail purchases, you may request a return or refund within 14 days, subject to the item being unused, in saleable condition, and returned with proof of purchase, unless a different legal exception applies.
In-person retail purchases
Refunds are not offered for in-person retail purchases unless required by law.
Café food and drink
Refunds are not offered on food or drink purchases unless required by law.
No-shows
If you do not attend your booking, no refund will be given.
Bad weather, illness and injury
Bad weather does not automatically entitle you to a refund. Refunds will only be considered where severe weather has genuinely prevented the visit.
If you cannot attend due to illness or injury, any refund, credit, or transfer will be at our discretion. Where possible, we would prefer to move the booking to another date.
If we cancel
If we cancel a session, class, booking, or activity, you will be entitled to a full refund or, if preferred and available, a transfer to another date.
Partial refunds
Partial refunds are not guaranteed and are offered only at our discretion.
Need help?
If you need to request a refund, transfer, or booking change, please contact us as soon as possible using the contact details on our website. We may ask for your booking details, proof of purchase, and any other information reasonably needed to review the request.
Where a specific booking page contains additional terms for that service, those terms will apply to that booking if there is any conflict.