POLICIES & PROCEDURES

POLICIES & PROCEDURES

EVERYTHING YOU NEED TO KNOW

From our latest COVID-19 policies, to refunds and cancellations - everything you might need to know in preparation for your next visit to the Guelph Grotto.

 

COVID-19 POLICY

COVID-19 POLICY

DO WHAT WE CAN TO KEEP ONE ANOTHER SAFE

1. All participants are strongly encouraged to wear a mask at all times throughout the facility.

2. Social distance by 2M when possible, and practice good hand hygiene by washing hands frequently and using hand sanitizer when hand washing is not available or is impractical.

3. Participants in any Grotto indoor program interacting with our staff are required to wear a mask unless they have a valid exemption.

 

REFUND & CANCELLATION POLICY

REFUND & CANCELLATION POLICY

WHAT HAPPENS WHEN THINGS HAPPEN?

Memberships: Prepaid Memberships and EFT Membership start-up fees are non-refundable and non-transferable under any circumstances and are final sale. Remaining punch passes may not be transferred to a different climber, but can be shared if accompanied by the punch pass holder.

 

If you purchased an annual membership (or longer) you are eligible for a full refund within 10 days of your initial commitment to the membership.

 

Youth Programs:  Refunds are determined on a case-by-case basis if there are extenuating circumstances.

 

If the Guelph Grotto cancels programming due to circumstances out of the Grotto’s control, credit for any missed sessions will be placed on the purchaser’s account. This credit may be used for anything at the Guelph Grotto.

 

If a program registrant cancels more than one week prior to the start of a program, a full refund may be provided.

 

If a registrant cancels within within 48 hours prior to the start of a program, no refund will be provided.

 

Cancellations after a program has started will not be refunded. Booking relocations may be accommodated if space and staffing allows, but this is not guaranteed. 

Summer Camp, March Break, PA Day Camps:  Refunds are determined on a case-by-case basis if there are extenuating circumstances.

 

If the Guelph Grotto cancels programming due to circumstances out of the Grotto’s control, credit for any missed sessions will be placed onto the purchaser’s account. This credit may be used for anything at the Grotto.

 

If a program registrant cancels more than one week prior to the start of a program, a full refund may be provided. 

 

If a registrant cancels within 48 hours prior to the start of a program, no refund will be provided. 

 

Cancellations after a program has started will not be refunded. Booking relocations may be accommodated if space and staffing allows, but this is not guaranteed. 

 

Indoor camps (half day and full day) require a minimum of 5 participants to run. Outdoor camps require a minimum of 10 participants to run. If minimum participant numbers have not been reached by 2 weeks prior to the start of camp, you will be notified and camp will need to be canceled.

 

Adult Programs:  Refunds are determined on a case-by-case basis if there are extenuating circumstances.

 

If the Guelph Grotto cancels programming due to circumstances out of the Grotto’s control, credit for any missed sessions will be placed onto the purchaser’s account. This credit may be used for anything at the Guelph Grotto.

 

If a program registrant cancels more than one week prior to the start of a program, a full refund may be provided. 

If a registrant cancels within within 48 hours prior to the start of a program, no refund will be provided.

 

Cancellations after a program has started will not be refunded. Booking relocations may be accommodated if space and staffing allows, but this is not guaranteed. 

Climbing Gear & Merchandise: All climbing gear and merchandise are final sale and cannot be returned unless purchased as a gift with the itemized receipt. Returns will be determined on a case-by-case basis and may not be accepted on climbing gear.

Expulsion From Gym: In the event that an individual or group is expelled from the gym, no refund will be given under any circumstances. Reasons for expulsion include: harassing staff or climbers; demonstrating racism, homophobia, transphobia, sexism, etc.; creating dangerous situations for oneself  or others; providing climbing instruction to others; or not following other stated gym rules.

Discounted Purchases: Any items purchased at a discounted cost are considered final sale and non-refundable.

If there are any discrepancies or questions regarding refunds, please do not hesitate to contact manager@guelphgrotto.com.