Climbology.

Legal

Cancellations and refunds.

When you can cancel, what you get back, and what happens when Climbology is the one calling a session off. None of it is decided yet, and none of it is guessed at here.

This page states no policy. The refund position and the cancellation deadline are business decisions Climbology has not taken. Publishing a plausible version here would commit the business to terms nobody has agreed.

Each section below names what is already known and what is still open. The known parts are taken from how the site is actually built, so they can be checked rather than assumed.

  1. The cutoff

    The intended shape is a cancellation you can make yourself up to a deadline, and one that needs a person after it. The deadline itself has not been set, and it is not the same question as when booking closes.

    Still to settle

    • How long before a session self-service cancellation stops.
    • Whether that is the same twelve-hour mark booking closes on, or an earlier one.
    • What happens after it — who to ask, and how.

  2. What comes back

    Across the Singapore climbing providers checked for this project, the norm is a blanket no-refund position, handled case by case by an administrator. Climbology has the chance to do better than that, but "better" has to be decided before it can be published — and once published it is a promise.

    Still to settle

    • A full refund, a partial one, or a credit against another date.
    • Whether a payment processing fee is deducted, and who absorbs it.
    • How long a refund takes to arrive.

  3. Moving to another date

    Usually what someone actually wants instead of their money back, and usually cheaper for the business than a refund. It needs its own rules rather than being handled as an exception to the refund ones.

    Still to settle

    • Whether a place can be moved, and how many times.
    • How close to the session a move is still allowed.
    • Whether a move costs anything, and what happens if the new date costs more.

  4. If Climbology cancels

    A session below its minimum headcount, weather, an instructor unavailable, the venue closed. Sessions carry a minimum headcount in the schedule rules, so a session that has not filled genuinely may not run — which makes this a real case, not a hypothetical one.

    Still to settle

    • What is offered, and whether the person booked gets to choose.
    • How much notice is given, and how it is delivered.
    • Whether anything is offered beyond returning the fee.

  5. The waitlist, when a place is freed

    A cancellation frees a place, and the plan is to offer it first to whoever is next on the waitlist, with a short exclusive hold before it returns to public sale. The length of that hold is unset — comparable services use anything from ten minutes to the evening before.

    Still to settle

    • How long the offer is held.
    • How it reaches someone, and what happens if they miss it.
    • Whether a held place can be declined without losing the queue position.

Where this text will come from

This is the page a customer reads at the worst moment, so it is the one least worth improvising. The decisions behind it are Climbology's to take — and taken well, this is the page that most clearly separates it from how the rest of the market handles a cancellation.

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