Waiver Requirement

All visitors must complete and sign a waiver before using the facilities.

Visitors under 18 must have their waiver signed by a parent or legal guardian.

Kong Climbing reserves the right to request a new waiver at any time.

Supervision of Minors

Visitors under the age of 14 must be always supervised by an adult (18 or older).

Check-In

All visitors must check in at the front desk upon arrival.

Bouldering and Auto Belay Orientation

New visitors must receive an orientation before using the bouldering or auto belay facilities.

Instruction Rules

Only Kong Climbing instructors are permitted to provide belay instruction. Visitors are prohibited from offering any form of instruction within the facility.

Payment Methods

Kong Climbing does not accept cash payments. We accept VISA, Mastercard, and debit cards.

Shirts and shoes must be always worn within the gym.

Pet Policy

We are pet-friendly! Pets are welcome in the lounge area, and dog beds are available. For safety, pets are not allowed on climbing pads or inside climbing areas. Please keep pets supervised and well-behaved.

Zero Tolerance

Kong Climbing is committed to maintaining a respectful and safe environment. Any form of harassment or abuse by customers, staff, or members of the public will not be tolerated. Harassment includes offensive comments, bullying, sexual harassment, or any other unwelcome behavior.

Reporting Incidents

If you witness or experience harassment or abuse, please report it to a staff member immediately or send a detailed email to management. All reports will be handled confidentially and investigated promptly.

Final Sale Items

All safety equipment (e.g., harnesses, carabiners, belay devices, ropes, helmets), skincare products, and clearance items are final sale and cannot be returned or refunded.

Returns and Exchanges

Climbing shoes and clothing may be returned or exchanged within 14 days of purchase, provided they are in new condition with original packaging and tags. All returns will be inspected by a supervisor before processing.

We collect and securely store personal information, such as names, contact details, and payment information, to manage memberships and improve services.

We do not sell or share personal data with third parties, except when required by law. Members can opt out of promotional communications via their account settings.

We use industry-standard encryption and security practices to protect personal data.

Members have the right to access, correct, or request the deletion of their personal data. Requests can be made through the member portal or by contacting customer service.

Expiration:

1 Month, 3 Month, 6 Month, and 1 Year prepaid plans equal 30 days, 90 days, 180 days, and 365 days respectively.

Freezing Prepaid Membership:

Members can freeze their plans online or at the front desk. Each freeze incurs a $10 + HST fee, which is charged at the time of freezing. To unfreeze, members must visit the front desk in person, as online unfreezing is not available.

Termination of Prepaid Membership:

Prepaid plans cannot be terminated before the expiry date. However, members can freeze their plans at any time.

All prepaid membership plans cannot be returned, transferred, refunded, or credited.

Pass Validity:

Each visit pass is valid for one day of climbing and may be shared with other guests if the pass owner is present.

Non-refundable:

Visit passes do not expire and cannot be refunded, returned, transferred or credited.

Only KUC members can enjoy the monthly auto-renewal plan.

The monthly auto-renewal starts on the 1st of each month.

If starting mid-month, the fee is calculated based on a 30-day cycle. Members need to pay for the remaining days of the month, and auto-renewal will begin on the 1st of the following month.

For example, if there are 27 days left in the current month (including today), the fee will be calculated as (monthly auto-renew fee ÷ 30) × 27, full amount due on the 1st of following month.

For auto-renewal plans, freezing will automatically terminate auto-renewal in next month, while preserving the remaining days. Unfreezing of the plan must be done at the front desk.

Monthly auto-renewal can be terminated starting on the 1st of any month. Termination requests must be submitted at least 3 days before the desired termination date. Once terminated, restarting the membership will require payment of the remaining month, and auto-renewal will start in the next month.