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Frequently asked questions
Cancel The Climbing Hangar: The Right Way
How to cancel The Climbing Hangar membership and recover your money
About The Climbing Hangar
The Climbing Hangar operates a rapidly expanding chain of indoor climbing centres across the United Kingdom, offering bouldering and rope climbing experiences for climbers of all abilities. Since opening its first site in Liverpool in 2014, the organisation has grown to serve climbers in Plymouth, Swansea, Birmingham, Edinburgh, and numerous other towns, establishing itself as a significant provider of accessible climbing facilities throughout the country.
The core service focuses on bouldering-a form of climbing performed without ropes on walls typically 4.5 metres high, with protective crash mats beneath. This model removes the psychological barrier many newcomers experience when facing traditional rope climbing. Colour-coded holds and difficulty-graded problems let you progress at your own pace, whether you are beginning your climbing journey or developing advanced techniques.
Each centre operates as a community hub, featuring café areas, dedicated training zones with campus boards and fingerboards, yoga classes, and regular social gatherings. Most locations include showers, changing rooms, and equipment hire services. The membership model underpins The Climbing Hangar's business structure, making it essential to understand your contract type before you cancel.
Why cancellation matters to you
Climbing gym memberships represent a considerable financial commitment, often ranging from £40 to £65 per month. When your circumstances change, your fitness priorities shift, or access becomes impractical, you deserve a transparent cancellation process. Yafee recognises that ending your membership should not feel unnecessarily complicated.
Membership plans, pricing, and what you receive
The Climbing Hangar offers tiered memberships designed to match different climbing frequencies and budgets across UK locations.
Membership types and costs
| Membership type | Monthly cost (GBP) | Access and benefits | Contract length |
|---|---|---|---|
| Peak membership | £55-65 | Unlimited access 24/7, guest passes, coaching discounts | Rolling monthly |
| Off-peak membership | £45-55 | Weekday access before 5pm, all-day weekend access | Rolling monthly |
| Student membership | £40-50 | Unlimited access with valid student ID, member events | Rolling monthly |
| Concession membership | £40-50 | For under-18s, over-60s, and unemployed members | Rolling monthly |
| Flexi pass | £35-45 | Four visits per month, non-transferable to next month | Rolling monthly |
What your membership includes
Every membership grants you access to all climbing walls, basic training equipment, and social spaces. You receive discounts on equipment purchases, coaching sessions, and guest day passes. The Climbing Hangar organises member-only competitions, technique workshops, and social climbing events throughout the year at each location.
New members must complete an induction session covering safety, falling technique, and gym etiquette-typically included at sign-up at no extra cost. Climbing shoe hire costs approximately £3-4 per session if you do not own your own equipment. Many locations offer optional add-on services including personal training, physiotherapy consultations, and advanced coaching at additional expense.
Before you proceed with cancellation, locate your membership details by logging into your account online or contacting your local centre directly. Knowing your contract start date and membership tier directly affects your notice period and potential refund eligibility.
Should you cancel your membership?
Consider your reasons for cancelling before you take action, as this may influence how Yafee or your local centre responds to your request.
Reasons to keep your membership
If you use your membership more than twice per month, the cost per visit typically falls below £20-25, which compares favourably with single-visit drop-in fees of £12-18. Regular attendance builds climbing skills progressively and creates community connections. Many members find the social and mental health benefits substantial, particularly during winter months when outdoor climbing becomes impractical.
Reasons to cancel
Cancel if your financial circumstances have changed and the monthly cost no longer fits your budget. If you have relocated beyond reasonable travelling distance, or if your climbing goals no longer align with the centre's offerings, cancellation may be appropriate. Persistent injuries or illness may also make climbing temporarily inadvisable, though many centres allow membership suspension rather than full cancellation.
Your consumer rights and what they mean for you
Your legal position rests on the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which govern gym memberships across the United Kingdom.
Your legal position
Under the Consumer Rights Act 2015, you have the right to cancel a gym membership contract within 14 calendar days from the date you sign up, without penalty. This is your statutory cooling-off period. After this window closes, cancellation rights depend entirely on your membership agreement's terms. Most gym memberships operate on a rolling monthly basis, meaning either party can terminate by providing written notice-typically 30 days-as set out in the contract you signed.
The Consumer Rights Act also requires The Climbing Hangar to provide transparent contract terms before you commit. If the centre fails to provide clear cancellation procedures or attempts to charge penalty fees beyond your contract terms, you can escalate your complaint to the Citizens Advice Consumer Service or Trading Standards in your local authority.
What The Climbing Hangar must provide you
The Climbing Hangar is legally obliged to give you a copy of your complete membership agreement in writing (physical or electronic). This document must clearly state the notice period required for cancellation, any charges payable upon early termination, and the exact date your membership began. If the centre cannot produce this document, you hold significant leverage in any dispute about cancellation terms.
How to cancel The Climbing Hangar membership
The Climbing Hangar permits cancellation through multiple channels; use the method most appropriate for your circumstances and always obtain written confirmation.
Step one: cancel online through the website or mobile app
- Log into your Climbing Hangar account on the website or mobile app
- Visit the official Climbing Hangar website or open the mobile application
- Enter your login credentials (email address and password)
- Navigate to "Account Settings" or "My Membership"
- Locate the membership or subscription section
- Look for tabs labelled "Membership", "Subscription", or "Billing"
- You should see your current membership type and renewal date
- Select the cancellation option
- Click "Cancel Membership" or "Manage Subscription"
- The system may prompt you to confirm your decision and offer alternative membership tiers as a retention step
- Provide a reason for cancellation (optional but helpful for feedback)
- The centre may ask why you are leaving; your answer helps improve their service
- You are not required to justify your decision
- Confirm your cancellation request
- Review the confirmation message on screen
- Note the effective cancellation date and any final payment information
- Screenshot or save the confirmation for your records
- Check your email immediately
- The Climbing Hangar should send a confirmation email within 24 hours
- If you do not receive this email, contact the centre to verify cancellation
Step two: cancel by telephone
- Call your local Climbing Hangar centre directly
- Locate the phone number for your nearest location on the official website
- Call during opening hours (typically 09:00-21:00 on weekdays)
- Ask to speak with a membership administrator or manager
- Provide your membership details
- Give your full name, email address, and membership number (if you have it)
- Confirm the location where you signed up
- Confirm your cancellation request clearly
- Tell the staff member you wish to cancel your membership effective immediately or on a specific date
- Ask them to confirm your notice period and final payment date
- Request written confirmation
- Ask the staff member to send a confirmation email with your cancellation date and final billing information
- Take note of the staff member's name and the date and time of your call
Step three: cancel by post
- Locate The Climbing Hangar's registered address
- Find the head office or your local centre's address on the official website or membership documentation
- The main office address is typically available in the "Contact Us" section
- Write a formal cancellation letter
- Include your full name, email address, and membership number
- State clearly: "I request cancellation of my membership effective [insert date, typically 30 days from posting]"
- Include the location where you joined (if you are a member at multiple sites)
- Keep the letter concise-one page is sufficient
- Send your letter by Recorded Delivery
- Use Royal Mail Recorded Delivery or a courier service offering proof of delivery
- This creates an audit trail proving The Climbing Hangar received your request on a specific date
- Keep the delivery receipt as evidence
- Follow up if confirmation is delayed
- If you do not receive a confirmation email within 5 working days, contact the centre by phone
- Reference your postal cancellation and provide the delivery receipt date
Step four: email cancellation (alternative digital route)
- Find the correct email address
- Check the membership agreement or website for a dedicated cancellations or customer service email
- If unavailable, use the general contact email listed on the website
- Compose a clear cancellation email
- Subject line: "Membership Cancellation Request - [Your Name]"
- Include your full name, membership number, and email address linked to your account
- State the cancellation date (typically 30 days from the email date)
- Keep the message professional and brief
- Send the email and request a read receipt
- Enable a read receipt or delivery notification if your email provider supports this
- Send during business hours to ensure prompt processing
- Monitor your inbox for confirmation
- The Climbing Hangar should reply with written confirmation within 2-3 working days
- If no response arrives within 5 days, follow up by phone and reference your email
Understanding notice periods and timeline
Most Climbing Hangar memberships operate on a rolling monthly contract, meaning you can cancel at any point but must provide notice.
Notice periods and final payments
Most memberships require 30 days' written notice before cancellation becomes effective. If you cancel on the 15th of the month, your final payment is typically due on the 15th of the following month, after which your access ceases. Some memberships allow immediate cancellation if you cancel before a specific date in the billing cycle (often the first 7 days); check your membership agreement for this detail.
Your final month's payment covers access until your stated cancellation date. The Climbing Hangar will not refund any unused days within your final billing period unless you paid in advance for a longer term (such as an annual membership prepaid in full).
Refunds and money back
Refund eligibility depends on the timing and type of your cancellation.
When you are entitled to a refund
You are entitled to a full refund if you cancel within 14 days of signing up (the statutory cooling-off period under the Consumer Contracts Regulations 2013). The Climbing Hangar must process this refund within 14 days of receiving your cancellation notice. If you cancel after the 14-day window, you are not entitled to a refund of future membership fees-you simply cease access when your notice period ends.
If you have paid for an annual membership in advance and cancel within your contract's cancellation window, you may be entitled to a pro-rata refund for unused months, depending on your agreement's terms. Check your membership contract or ask the centre directly about this scenario.
How refunds are processed
The Climbing Hangar will refund any amount owed to your original payment method-the debit or credit card you used to pay, or the bank account connected to your direct debit. Processing typically takes 5-10 working days after The Climbing Hangar authorises the refund. During this period, contact your bank if the money does not appear; your bank can trace the transaction.
If the centre refuses to process a refund you believe you are entitled to, escalate the complaint to the Citizens Advice Consumer Service or your local Trading Standards office, both of which can investigate non-compliance with the Consumer Rights Act 2015.
After cancellation: what happens next
Cancellation completes smoothly when you remain organised; the steps below ensure a clean exit and protect your interests.
Verify your cancellation is processed
Within 3-5 working days of cancelling, log into your online account and check that your membership status shows as "Cancelled" or "Inactive". If your account still displays as active, contact the centre immediately by phone-administrative delays sometimes occur, but you should not be charged for a month you requested to cancel.
Stop using your membership card
After your cancellation date passes, do not attempt to enter the centre or use any access cards or apps. You may have legal liability if you use facilities after your membership has expired, and the centre may take further action if they detect unauthorised access.
Cancel direct debits if applicable
If you pay by direct debit, do not rely on The Climbing Hangar to cancel the instruction automatically. Contact your bank directly and request cancellation of the direct debit to The Climbing Hangar. Provide your membership number or the reference The Climbing Hangar uses on the payments. This prevents accidental charges in future months if administrative errors occur at the centre.
Request a final invoice
Ask The Climbing Hangar for a final invoice showing all payments received and the cancellation date. This document is valuable for your personal records and essential if you later dispute any charges.
Common mistakes to avoid
Cancellation is straightforward when you follow the correct process; these errors commonly derail members and create unnecessary disputes.
Mistake one: not providing written notice
Telling a staff member verbally that you want to cancel is insufficient. The Climbing Hangar has no obligation to action a verbal request, and no audit trail exists to prove you asked. Always cancel in writing-online, by email, or by post. This protects you legally and ensures the centre cannot claim they never received your request.
Mistake two: cancelling mid-billing cycle without checking your contract
Many members assume they can cancel immediately, but most contracts require 30 days' written notice. If you cancel on the 20th of the month expecting immediate cessation, you may remain liable for the full month's fees or face an early exit penalty. Review your membership agreement before you submit your cancellation request to understand exactly when your access will cease.
Mistake three: assuming online cancellation is always instant
Online cancellation systems sometimes malfunction or fail to register. Always screenshot or save your confirmation screen, and verify your cancellation in your account 24-48 hours later. If the system shows your membership as still active, contact the centre by phone to confirm they have processed your request. Yafee recommends always using a second cancellation method if your first attempt appears to fail.
Mistake four: not stopping direct debits manually
The Climbing Hangar should cancel direct debit payments when you cancel your membership, but administrative oversights happen. Contact your bank within 24 hours of submitting your cancellation and request manual cancellation of the direct debit. This is the fastest way to prevent unwanted charges in future months.
Mistake five: ignoring communication from the centre
After you cancel, The Climbing Hangar may email retention offers or payment reminders. Do not ignore these. If you receive a payment reminder after your cancellation date, respond immediately with a copy of your cancellation confirmation and state that you no longer owe any fees. Silence can be interpreted as acceptance in some disputes.
Comparing your cancellation options
Each cancellation route offers different advantages depending on your circumstances and need for documentation.
| Cancellation method | Speed | Proof of delivery | Best for |
|---|---|---|---|
| Online (app or website) | Instant | Screenshot confirmation | Members comfortable with digital systems |
| 1-2 working days | Read receipt optional | Members who prefer written records | |
| Telephone | Same day | Staff member name and date/time recorded | Members needing immediate verbal confirmation |
| Postal (Recorded Delivery) | 2-3 days | Royal Mail delivery receipt | Members requiring legal-grade proof |
If The Climbing Hangar refuses to cancel
A small number of members encounter resistance when attempting to cancel; knowing your rights and escalation routes prevents the centre from keeping you locked into an unwanted membership.
Step one: request written explanation
If The Climbing Hangar refuses to cancel, demand a written explanation citing which clause of your contract prevents cancellation. Most rolling monthly memberships have no contractual barrier to cancellation; if the centre claims one exists, ask them to produce it in full from your signed agreement.
Step two: escalate internally
Contact the head office, not just your local centre. Phone numbers and addresses are usually available on the official website. Explain that your local centre has refused to process a valid cancellation request and ask the head office to intervene. This often resolves the issue within 5-10 working days.
Step three: file a complaint with citizens advice consumer service
If the centre continues to refuse, contact Citizens Advice Consumer Service, which supports consumers across the United Kingdom. You can file a complaint online at their website. Provide copies of all your cancellation requests and The Climbing Hangar's responses. Citizens Advice can investigate whether the centre is breaching the Consumer Rights Act 2015.
Step four: contact your local trading standards office
Your local authority's Trading Standards team has enforcement powers to investigate unfair contract terms and aggressive cancellation practices. If The Climbing Hangar is deliberately making cancellation difficult, Trading Standards can take formal action. Find your local office through the Trading Standards Institute website.
Before you go: keep or cancel?
Use this comparison table to clarify whether cancellation truly serves your interests.
| Factor | Keep your membership | Cancel your membership |
|---|---|---|
| Frequency of use | Using 2+ times per month (cost per visit under £25) | Using less than twice monthly or not at all |
| Financial situation | Membership cost fits comfortably within budget | Monthly fee strains your finances |
| Location access | Centre remains convenient to reach | You have relocated or access is now difficult |
| Health and injury | No injuries or medical conditions prevent climbing | Persistent injury or illness; consider suspension option first |
| Social connections | You value the climbing community and friendships | Social aspect is not important to you |
| Fitness goals | Climbing aligns with your current exercise priorities | Your fitness focus has shifted away from climbing |
Contact details and next steps
Use the details below to confirm your membership type, begin your cancellation, and escalate any disputes.
The Climbing Hangar contact information
Visit the official Climbing Hangar website to locate your nearest centre's phone number and address. The head office address for general membership queries and complaints is typically listed under "Contact Us". Most centres operate from 09:00 to 21:00 on weekdays and 09:00 to 18:00 on weekends; call ahead to confirm.
To cancel online, log into your account via the Climbing Hangar website or mobile app. For postal cancellation, write to your local centre address or the head office (confirm the correct address on the website before posting).
Consumer authority contacts
If you need to escalate a dispute with The Climbing Hangar, contact these authorities:
- Citizens Advice Consumer Service: Available online at citizensadvice.org.uk or by phone. They investigate complaints about unfair contract terms and cancellation practices.
- Trading Standards: Search for your local authority's Trading Standards office through the Trading Standards Institute website. They enforce consumer law and can take action against illegal practices.
- Financial Ombudsman Service: If a dispute involves a payment or refund, the Financial Ombudsman can investigate. This is a free service for consumers in the UK.
Document what to keep
Retain the following items in a secure folder to protect yourself:
- Your original membership agreement (email or physical copy)
- Screenshots or printouts of all cancellation requests and confirmations
- Copies of emails sent to and received from The Climbing Hangar
- Royal Mail delivery receipts if you cancelled by post
- Bank statements showing the final payment and any refunds processed
- Confirmation of direct debit cancellation from your bank
Yafee has helped thousands of consumers navigate gym cancellations with confidence, ensuring they understand their rights under the Consumer Rights Act 2015 and escape unwanted memberships without unnecessary cost or delay. Whether you cancel through the Climbing Hangar's online system, by telephone, or by post, following the clear procedural steps outlined above protects your legal position and guarantees a straightforward exit from your membership. Start your cancellation today by selecting the method that suits you best, and remember: you have the right to cancel, and The Climbing Hangar must respect that decision when you follow the correct process.