Terms and Conditions


Contained for reference here are the following T&Cs
- General terms
- Competition terms
- Partnership offers 
Please scroll to find the relevant ones to reference. 

General T&Cs: Updated 01/01/24
1.1 We are Rock Up Limited (“Rock Up”), a company registered in England and Wales with company number 08917651 and with a registered office at Rock Up, Whiteley Shopping, Whiteley Way, Fareham, Hampshire, PO15 7PD. Our registered VAT number is 184953564. www.rock-up.co.uk is a site owned and operated by Rock Up (“Website”).
1.2 These are the terms and conditions (“Terms”) on which Rock Up contracts with you. Please read these Terms carefully before you make a booking with us. If you think that there is a mistake in these Terms, please contact us to discuss. We may revise these Terms at any time as a result of changes in relevant laws and regulatory requirements.
1.3 Your access to and use of our services, including the climbing wall, the soft play and all other ancillary and related facilities offered by Rock Up, further details of which can be found below, (together being the “Services”) is conditional upon your acceptance of and compliance with these Terms. Rock Up reserves the right to refuse entry, bring a session to an end or ask an individual to leave its premises at any time.
1.4 You can contact us via your local Rock Up venue or email us at info@rock-up.co.uk. If we need to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking. Use of the words "writing" or "written" in these Terms includes emails.
2.1 By making a booking for Services at Rock Up (“Booking”) you will be deemed to have acknowledged and accepted these Terms. You may not use our Services or make a Booking if you do not accept our terms. Details of the Services that can be booked in advance can be found at paragraph 3 below (“Advance Booking”). Where possible, Advance Bookings are recommended to avoid disappointment. For the avoidance of doubt, Services for which Advance Bookings cannot be made will be provided on a first come first served basis. Rock Up does not guarantee the availability of any of the Services and may, at its sole discretion, cancel or withdraw any of the Services at any time.
2.2 Advance Bookings can be made by telephoning the contact number shown on our Website, in person at any of our sites or via our Website.
2.3 Acceptance of Advance Bookings and Bookings will take place when we email you to confirm the Booking (“Confirmation Email”) or when we provide you with a Booking receipt (“Booking Receipt”), at which point a contract will come into existence between you and us.
2.4 All Bookings and Advance Bookings are subject to availability. If we are unable to accept your Booking or your Advance Booking, we will inform you of this and we will not charge you for the Services.
2.5 The Services will be provided when you await a Rock Up site on the date and at the time set out in the Confirmation Email or the Booking Receipt.
3.1 The following Services are provided by Rock Up:

(a) Soft play
Parents and/or guardians are responsible for and must supervise children using the soft play facilities at all times. There is an upper age limit in the softplay at Rock Up which varies by location. Please check with your local center or online at www.rock-up.co.uk. Children above the upper age limit are not permitted in the soft play area. 
(b) Climbing
Our climbing facilities may only be used by children aged 4 years or above in regular sessions, although we do have specific designated 'toddler climbing sessions' which are open to all walking children with the appropriate booking confirmation. It is the sole responsibility of the relevant parent or guardian to ensure that a child aged under 4 does not use the climbing facilities other than in the designated 'toddler climbing sessions'. All equipment required for climbing is included in all climbing session prices. General climbing sessions last for 1 ½ hours, of which 55 minutes is climbing time, with the exception of Rock Up Meadowhall which offers 60 minute sessions of which 35 minutes is climbing time. Climbing can be pre-booked via our Website, in person at your local Rock Up venue. 

(c) Children’s parties
Children's parties can be pre-booked by telephoning the recommended number shown on our web site or via our web site www.rock-up.co.uk or emailing parties@rock-up.co.uk. A minimum number of 10 paid persons is required to book a party, this may vary per venue, please check the website for more details. Full payment is required at the time of booking at www.rock-up.co.uk/parties. 
Online party booking may restrict the number of people who can be booked into a session. Any group size larger than this will need to contact the site directly or our call center.
A party booking can be canceled and fully refunded up to 2 weeks prior to the party date. Party Bookings can be amended up to 3 days before the event. Numbers cannot be reduced however, a ny other refunds or reduction in numbers will be credited by issuing Rock Up Gift Vouchers to the value of the change in party booking value.

(d) Rock Stars
Rock Stars is for children aged 4 – 10 years old. Rock Stars can be pre-booked by telephoning your local Rock Up venue or by speaking to a member of staff at Rock Up. More information regarding Rock Stars at Rock Up can be found at www.rock-up.co.uk
4.1 The price of the Services (which includes VAT) will be the price set out on our Website on the date of your Booking unless we have agreed another price with you in writing. We use our best efforts to ensure that the prices of Services advised to you are correct; however, it is always possible that, despite our best efforts, some of the Services may be incorrectly priced. If we accept and process your Booking where a pricing error is obvious and unmistakable and could reasonably have been recognized by you as a mispricing, we may end the contract, refund you any sums you have paid and not provide the Services.
4.2 Full payment for the Services will be taken at the time of making a Booking or an Advance Booking, unless a deposit is required, in which case payment of the remaining balance for the Booking or Advance Booking will be required 72 hours prior to the Booking . Payment can be made by cash or debit or credit card unless otherwise agreed in advance with Rock Up.
4.3 Gift vouchers can be purchased via our Website or in person. Gift vouchers are valid for 12 months from the date of purchase. The monetary value of the gift card voucher can be used against any purchase at Rock Up either via our web site or in venue. Gift vouchers may not be exchanged for cash and are non-refundable. Vouchers are valid at any Rock Up venue.
5.1 Advance Bookings that have been accepted by Rock Up may be canceled or amended provided that at least 5 days' notice is given. Where less than 5 days' notice is given and/or where an Advance Booking is made less than 5 days before the date of provision of the relevant Services, a cancellation charge of 100% of the cost of the Advance Booking will apply.
5.2 All deposits paid for Community Group and other Group and Corporate Bookings are non-refundable.
5.3 Cancellation of a Group Booking made within 7 working days of the event will be charged at full price with no refund or transfer allowed.
5.4  Paid subscriptions for Rock Up membership programs are non-refundable.

Cancellations: We understand that plans can change unexpectedly. If you need to cancel your party 2 weeks or more ahead of your scheduled party date then we can fully refund your booking.

Any cancellations made within 2 weeks of the scheduled party date can not be refunded but we will work with you to reschedule or if that is not possible, we will be happy to issue gift vouchers to the value of your party booking.

Adjustments: If you need to make adjustments to your party booking, we offer a full refund for adjustments made up to 3 days before the scheduled party date.

Any adjustment made 3 days to 24 hours before the scheduled party date, we can offer a gift voucher for the price difference.

Due to allocation of staffing and resources for parties, we are unable to offer any monetary or voucher refunds for adjustments made within 24 hours of the party date.

We cannot adjust numbers lower than the minimum of 10 climbers. 

5.7 If Rock Up is unable to provide any of the Services as a result of an event beyond its reasonable control it will attempt to rearrange your Booking. Rock Up is not liable for any additional losses incurred by you as a result of an event beyond our reasonable control.
6.1 Participation in adventurous activities such as the Services provided by Rock Up entails some risk of injury. In the absence of negligence, neither Rock Up nor its employees, agents or subcontractors shall be responsible for the death, personal injury or illness of any guest or customer.
6.2 To the extent that the Services are not performed with reasonable care and skill, Rock Up's liability shall be limited to the amount paid by the customers for the Services.
6.3 Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
6.4 We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of, or inability to use our Website or use of or reliance on any content displayed on our Website. To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our Website or any content on it, whether express or implied.
6.5 Neither Rock Up nor its employees or agents shall be responsible for any loss, theft or damage to valuables or personal property that belongs to any guest or customer whilst on Rock Up premises.
7.1 We will use the personal information you provide to us to:
(a) Provide the Services;
(b) Process your payment for such Services;
(c) If you agree to this during the Booking process, to inform you about similar Services or products that we provide, but you may stop receiving these communications at any time by contacting us; and
(d) Cookies (please see below).
7.2 The information you give us may include your name, address, email address and phone number, financial and credit card information and personal description.
7.3 Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Website; any transmission is at your own risk. All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.
8.1 Our Website uses cookies to distinguish you from other users of our Website. This helps us to provide you with a good experience when you browse our Website and also allows us to improve our Website. Cookies are small files of letters and numbers that we store on your browser or the hard drive of your computer if you agree. You have the option to decline cookies before they are downloaded onto your hard drive. Cookies contain information that is transferred to your computer's hard drive.
9.1 We may update our Website from time to time and may change the content at any time without notice. Please note that any of the content on our Website may be out of date at any given time, and we do not guarantee that our Website, or any content on it, will be free from errors or omissions. Our Website is made available free of charge.
9.2 We do not guarantee that our Website, or any content on it, will always be available or be uninterrupted. We may suspend, withdraw, discontinue or change all or any part of our Website without notice. We will not be liable to you if for any reason our Website is unavailable at any time or for any period and we do not guarantee that our Website will be secure or free from bugs or viruses.
9.3 The content on our Website is provided for general information only. It is not intended to amount to advice on which you should rely.
9.4 Rock Up assumes no responsibility for the content of websites linked on its Website.
10.1 If you have any questions or complaints about the Services, please contact us by telephoning your local venue or emailing info@rock-up.co.uk If you are not happy with how we have handled your complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the ADR Group via their website at http://www.consumer-dispute.co.uk/. The ADR Group will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
10.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms. We may transfer our rights and obligations under these terms to another organization.
10.3 Each of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
10.4 In no event shall any delay by Rock Up in enforcing (in whole or in part) any provision of these Terms be or be deemed to be a waiver of any other provision or shall in any way prejudice the right of Rock Up under these Terms .
10.5 These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.

10.6 BLUE LIGHT DISCOUNT: This can only be redeemed on sessions from 3pm and for a maximum of 4 climbers only.

Competition T&Cs: Updated 02/13/2023

Social Media Competitions
1. These terms and conditions (“the Terms”) are the terms and conditions that apply to the “Rock Up social media channels” on all competitions run from these platforms. (“the Prize Draw”) as promoted by Rock Up Limited whose registered office is at Whiteley Shopping Centre, Fareham (“the Promoter”). 

2. Participation in the competitions constitutes acceptance of the Terms. By entering the competitions all entrants will be deemed to be bound by the Terms.

3. In the event of any dispute regarding the conduct of the competitions and all matters relating to the competitions, the decision of the Promoter is final and binding and no correspondence or discussions will be entered into.

4. Employees of the Promoter and their immediate families, their affiliated brands and companies or any other persons professionally connected with the competitions or their immediate families are excluded from entering any competition on Rock Up social media.

5. No entries from agents, third parties, organized groups or entries automatically generated by computer will be accepted. The promoter reserves the right to discount any entries they believe to be in contravention of the promotion rules and regulations detailed in these Terms and Conditions, including entries from competing organizations. 


6. The Prize is provided by the Promoter.

7 . The winners of the competition will be notified that they have won by email or direct message within 28 days after the Closing Date or as soon as reasonably practicable thereafter, using the email address provided by the entrants. Entrants will not be contacted if they have not won.

8. All reasonable effort will be made by the Promoter to contact the winners. Upon receipt of notification that they have won, the winners will be required to contact the Promoter to claim their Prize and make the necessary arrangements to claim their Prize. The winners must respond to the Promoter, claiming their Prize within 72 hours of first being contacted by the Promoter. If any winner does not respond to the Promoter within the time specified, they shall forfeit their right to receive the Prize and the Promoter may carry out a further draw to select an alternative winner. The alternative winner will be the first entry drawn at random from all other valid entries.

9. No liability will be accepted by the Promoter or the Promoter if any Prize is lost or delayed in the post.

10. The Promoter reserves the right to amend, extend or terminate the competition and the Closing Date without notice for circumstances which are beyond its reasonable control. The Promoter also reserves the right to amend the Terms at any time. In the event of circumstances beyond its reasonable control the Promoter reserves the right to substitute the Prize for an alternative prize of equal or greater value.

11. Personal data provided by entrants will only be used in accordance with the Data Protection Act 1998 and GDPR 2018 (“the Act”). For the purposes of the Act, the Data Controller is Rock Up LTD. Information provided by entrants will be used for the administration and management of the competition, including (without limitation) for making arrangements with third parties for the delivery of the Prize to the Winner. After the Winners have been chosen, all entrants' data will be kept for 30 days in case the Winner does not claim their prize. Our full Privacy Policy can be found at: privacy-policy

12. By entering, the winners agree to any publicity related to their win and gives permission to Rock Up for distribution within its media and third parties. 

Our Meadowhall venue does not have a cafe, therefore cannot provide hot food outside of party bookings. (Including Grub Club sessions)

Grub Club

Our Grub Club after-school food offering is only available on Thursdays, during term-time only. Only available to customers purchasing full-price climbing tickets after 3pm. Price includes a free 9" pizza to each climber. Pizza orders to be made in advance (when booking the session), and pizza offering is subject to availability. Vegan & gluten-free pizzas available upon request. To receive this offer when booking online , customers must select the 'Kids Eat Free Thursdays' product - NOT the standard climb product.