Clause 1Your rights under the Australian Consumer Law
Everything we sell comes with guarantees that cannot be excluded under the Australian Consumer Law. Our services must be provided with due care and skill, be fit for the purpose we said, and be delivered within a reasonable time. Goods we sell must be of acceptable quality, match their description, and do what we said they'd do.
If we fail one of those guarantees, you're entitled to a remedy — a repair, replacement or refund for goods, and re-supply or a refund for services, depending on how serious the failure is. For a major failure, you choose.
One exception applies, and we'd rather spell it out than bury it: the waiver you sign excludes some of these guarantees for the climbing itself, which section 139A of the Competition and Consumer Act 2010 lets a recreational business ask you to agree to. It does not cover injury caused by our reckless conduct, and it doesn't touch anything else on this page — goods we sell, gear hire, retail, or your right to a refund below. See clause 15 of our Terms & Conditions.
You don't have to argue the law with us to get this. If something we sold you wasn't up to scratch, tell us and we'll sort it out.
What isn't covered
Consumer guarantees don't cover simply changing your mind, deciding something was too hard, or not turning up. Where we give a refund in those situations — and we often do — that's our own policy below, not a legal obligation, and it's at our discretion.
Clause 2Day passes
- Haven't climbed yet? Ask at the desk before you start and we'll refund it, no drama.
- Changed your mind halfway through the session? We don't refund a pass you've used, because you've had the thing you paid for.
- Something went wrong on our end — we closed early, a big section of the wall was shut without notice, the place was unusable — you get a refund or a replacement pass, whichever you'd rather.
- Got injured on your first climb? Talk to us. We'll almost always swap it for a pass to use another day.
Day passes are valid on the day of purchase and don't carry over — but if you bought one, got as far as the front desk and something came up, we'll credit it.
Clause 310-visit passes
- Unused pass — bought it and haven't used a single visit? We'll refund it in full within 30 days of purchase.
- Partly used — we'll refund what you paid, less the visits you've already taken charged at our normal casual day-pass rate. So on an adult pass: $179 less $22 for each visit used. Use three and you get back $179 − $66 = $113. On a youth pass it's $149 less $18 a visit. If the sum comes to nil or less, there's nothing left to refund — you've already had more value than you paid for.
- Injured or moving away with visits left? Send us a medical certificate or proof of the move and we'll refund the unused visits with no adjustment at all.
- Pass expiring with visits left? See clause 5 of our Terms & Conditions — come and ask us about extending it before the date, and we usually will.
Clause 4Classes
You cancel
- More than 2 hours before the class starts: cancelled free, and the class goes straight back onto your account or gets refunded.
- Less than 2 hours before: we let the first one go. After that a $10 fee applies.
- You don't turn up at all: the $10 fee applies straight away — there's no first-one-free for a no-show, because nobody told us. It covers the coach and the spot we held for you and turned someone else away from.
- Sick or injured on the day? Tell us and we'll waive the $10. We're not going to charge you for having the flu.
We cancel
Full credit or a full refund, your choice, every time. This includes cancelling because numbers were too low to run the class properly.
Class packs
- Unused pack, within 30 days of purchase: refunded in full.
- Partly used: same rule as the visit passes — we'll refund what you paid less the classes you've used, charged at the normal casual class price.
- Packs are valid 12 months. Injured or away? Talk to us before the expiry date.
Kids' and youth programs
If your child tries a program and it isn't right for them, tell us after the first session and we'll credit the rest of the block to your account to use on anything we sell within 12 months — or refund it if you'd rather. Climbing isn't for every kid and we'd rather they found that out cheaply. Where the block was paid for with a Play On! voucher we can't hand back government money as cash, but the credit works the same way.
Clause 5Memberships
Memberships have their own detailed rules — see the Membership Terms. The refund-relevant parts:
| Within 48 hours of joining | Everything you've paid, refunded in full. No admin fee. See clause 6. |
|---|---|
| Injury, illness, relocation or hardship | Membership ends at no cost, unused fees refunded, and no minimum-term balance to pay. See clause 10. |
| Cancelling normally | 30 days' notice; you keep climbing through the notice period, so there's nothing to refund. Inside a 6-month term you repay the discount you've had — capped at $78 for an adult. |
| We end your membership | Fees paid in advance for the period after it ends are refunded. |
| We close the gym | Everything paid in advance is refunded, and nothing further is payable. |
We don't charge a cancellation fee, a joining fee or a dishonour fee on any membership.
Clause 6Retail and gear
Beyond your ACL rights in clause 1, we'll take back anything you bought here within 30 days if:
- it's unused, in original condition, with tags and packaging still on it, and
- you've got proof of purchase — a receipt, or we can find the sale on your account.
Exchange or refund, your call.
Two exceptions, for hygiene reasons: climbing shoes that have been worn on the wall, and opened chalk. If shoes are faulty rather than just not right for you, that's a consumer guarantee issue and we'll deal with it under clause 1 regardless of how worn they are — bring them in.
Not sure about shoe sizing? Hire a pair for $5 first. It's the cheapest way to find out.
Clause 7Gift cards
You can buy a GRIPswich gift card on this site or at the front desk. Either way we email it to you, the buyer, so you can forward it or print it and hand it over — we never ask for the recipient's email address.
- Valid for 3 years from the day you buy it, which is the minimum Australian law requires. The expiry date is on the card email, in both the picture and the plain text.
- No fees, ever. Nothing is charged against a card after you buy it, and the balance never shrinks on its own.
- It works on anything we ring up at the front desk — entry, visit passes, classes, gear hire, retail and the café. It can't be used to pay a weekly membership direct debit, because those are billed straight from your bank or card and never go through the till.
- Not redeemable for cash. If your card is worth more than what you're buying, the rest stays on the card — we don't hand back the difference. You don't have to spend it all at once.
- The code is the card. Treat it like cash. If you lose it or someone takes it, tell us straight away and we'll void it so nobody else can use it — but we can only ever sort out the part that hasn't already been spent, and we'll need to be able to find the purchase.
- We don't refund a gift card because you've changed your mind — being able to give someone a choice is the whole point of one. If something has actually gone wrong — you were charged twice, the amount is wrong, or it never arrived — tell us and we'll fix it.
- If a gift card purchase is refunded or charged back to the card it was bought with, the gift card is voided at the same time. It has to be: the money has gone back, so the card can't stay spendable.
- None of this cuts down your rights under the Australian Consumer Law — see clause 1.
Wanting to give someone climbing right now instead? A 10-visit pass is shareable and works fine as a gift — see clause 5 of our Terms & Conditions.
Clause 8Government vouchers
Play On! Sports Vouchers (formerly FairPlay) are issued and funded by the Queensland Government, and their rules apply, not ours. We can't refund a voucher as cash or credit, and we can't move one between children. See clause 9 of our Terms & Conditions.
If a program funded by a voucher doesn't run, we'll work with you and the department to sort it out properly.
Clause 9If we have to close
- Planned closure (a comp, maintenance, a public holiday): we publish it in advance. Day passes bought for that day are refunded; memberships aren't affected by short planned closures.
- Unplanned closure on the day: day passes for that day are refunded or replaced.
- Unplanned closure longer than 7 consecutive days: memberships are credited for the whole period, automatically. You won't need to ask. Planned closures we've told you about in advance don't trigger a credit.
- Closure we can't control — flood, fire, a government direction: every affected membership is paused automatically for the duration and restarted automatically afterwards. Ipswich floods; we've thought about this one.
Clause 10How to ask for a refund
Easiest way is to ask at the front desk — most things get done on the spot.
Otherwise email info@gripswich.au and tell us what you bought, roughly when, and what's up. We'll come back to you within 2 business days and aim to have it sorted within 10 business days. If it's going to take longer — we're waiting on a bank, a supplier, or a coach who's away — we'll tell you why and when to expect an answer.
- Refunds go back to the card or account you paid from.
- Most land within 3–5 business days once we've processed them; your bank sets the timing, not us.
- If we say no, we'll tell you why in writing, and point you at what to do next.
Not happy with our answer? Our complaints process is in clause 16 of our Terms & Conditions, and you can always take it to the Queensland Office of Fair Trading.