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Membership Policies

  • Suspension - Complimentary

    All members have 12 complementary weeks of suspension per year.

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    Suspension due to Injury

    If you provide a medical certificate confirming an injury that prevents you from climbing, we can suspend your membership indefinitely. This won’t affect your complimentary suspension weeks.

    Suspensions can be applied retroactively for up to 6 weeks from the date the medical certificate is issued.

    • If the certificate clearly states the date of injury, and the injury prevents you from climbing, the suspension will start from that date.

    • If no clear injury date is included, the suspension can only be applied retroactively for up to 6 weeks.
       

    Suspension - General

    All suspensions must be a minimum 1 week long and can be extended in weekly increments beyond this

    All suspensions MUST be made using our Suspension Request form - we cannot suspend your membership over the counter.

  • Cancellation

    Our memberships are flexible - you can cancel at any time once you have met your minimum contract term - no cancellation fees apply!

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    After your minimum contract period, you will NOT be signed on under a new contract; rather your membership continues to roll over week by week. Provided you have no outstanding fees, you can cancel at any point with no further obligations.

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    Note that your membership will not automatically cancel at the end of your minimum contract period.

    To cancel your membership, you MUST complete our Cancellation Request form - we cannot cancel your membership over the counter.

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    If you wish to cancel your membership before you have completed your given term, you can do so - however you must payout the minimum contract in full before we can cancel your membership.

    For more information on your minimum contact term and other general membership information, please refer to the document which was sent to you at the beginning of your memhership.

Gym Policies

  • Portside Media: Photo and Video Consent Policy

    • By entering Portside Boulders facilities and signing the waiver form, you consent to Portside Boulders, along with their representatives and employees, capturing photographs and videos of you and your property during your visit.

    • These images and videos may be used in whole or in part, without restrictions, in any medium and for any purpose. This includes (but is not limited to) promotional materials, advertising, social media, website content, and other lawful uses. Content may be edited or altered as necessary. Portside Boulders reserves the right to use such photographs and videos with or without naming individuals.

     

    Customer Media: General Guidelines

    • Permission Required: All media and filming activities (especially on professional equipment) must receive prior written approval from the Portside Media Team. This includes photography, video recording, interviews, and live streaming. We do not allow filming for external business advertising purposes unless it is approved by the Portside Boulders Media Team.

    • Notification: All members and staff must be informed of scheduled media activities in advance to ensure their comfort and privacy.

    • Respect Privacy: Filming should not capture individuals without their explicit consent. Legally, Portside Boulders cannot give consent on behalf of our customers. Signage should be placed in areas where filming is occurring to notify gym users.

    • No Disruption: Media activities should not disrupt gym operations or member activities. Filming should occur during designated times and areas agreed upon by the Media Team.

     

    Safety and Equipment Use

    • Equipment Guidelines: All equipment must be safe and not pose any risk to gym users. Tripods and lighting should be securely set up to avoid tripping hazards.

    • Personal Conduct: Media personnel must adhere to all gym safety protocols and respect the personal space of members and staff.

     

    Content Review

    • Content Approval: Portside Boulders reserves the right to review and approve any content featuring the gym prior to its release. This includes ensuring that the content aligns with our brand values and does not misrepresent the gym.

    • Attribution: If content is used for promotional purposes, proper attribution to Portside Boulders must be provided.

     

    Special Events

    • Event Filming: For special events (competitions, community events), additional guidelines will be established to manage media coverage effectively. Event organizers should work closely with management to coordinate.

     

    Non-compliance
    Failure to comply with this policy may result in revocation of media privileges.

     

    Policy Review
    This policy will be reviewed annually and updated as necessary to ensure compliance with current laws and best practices.

     

    Contact Information
    For inquiries or to request permission for media and filming activities, please contact:

     

    Portside Boulders Media Team

    media@portsideboulders.com.au

  • We love having your pets visit Portside! For the safety and comfort of all of our visitors, we just ask that you follow a few rules.

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    • All pets must be on a standard-sized lead at all times - one lead per dog!

    • Pets may only be tied to provided points in the facility, and must not be tied to any furniture.

    • Pets must stay off the matting and furniture, and must not enter the gym area.

    • Be aware that other dogs may be in the gym - if your pooch is uneasy around other pups, it may be better to leave them at home.

    • It is your responsibility to clean up any mess left by your pet.

     

    Please remember that having your pet in the facility is a privilege - we do our best to accommodate for this, and ask for owners to comply with our policy to allow this access to continue. We reserve the right to go beyond these rules in necessary situations.

Youth Climbing

  • Kids are welcome to climb at Portside, but the below policy must be observed at all times to ensure the
    safety of children & all other visitors. These rules apply to all visitors under the age of 16.

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    • Climbers must be at least 4 years of age. A child is considered anyone under the age of 16.

    • All children and supervising adults must complete our waiver and safety induction.

    • Strict policy: One (1) adult supervisor for every one (1) child in the venue.

    • All climbers must wear climbing shoes.

    • Bookings are required for groups of more than 4 children, and must be approved by the gym ahead of time.

    • Important: Strictly NO kids birthday parties. Our facility is not suitable for kids birthday parties, and we therefore do not allow them at Portside.

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    ACTIVE SUPERVISION means ‘within arms reach or within a few steps away’. It is also imperative that no running, cartwheels or similar types of activities be undertaken by the child in the climbing area (or adult for that matter) as it significantly increases the risks of injury.

    • Youth aged 16-18 do NOT require a supervisor to climb with us.

    • Once someone is 18+ they will be able to supervise others, but they must not be climbing at the same time.

    • Before climbing, participants under 18 must have their waiver signed by a parent or legal guardian.

    • Anyone supervising youth will need to be inducted and have a waiver completed with Portside.

     

    You can apply for an exemption to our supervision policies for children aged 14 and older who are currently enrolled in our Youth Programs. If successful they would be able to climb without a supervisor.

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    We will base our decision on these applications on the behaviour, attitude, and sense of responsibility of the youth during classes.

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    Finally, climbing unsupervised is a privilege. If the application is granted but exempt youth exhibit unsafe behaviour, they will risk losing this privilege. Any Portside staff member reserves the right to revoke an exemption if unsafe behaviour is observed.

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    If you would like to begin an application, you can do so here.

Group Bookings

    • Group Bookings are for ages 16 years and over.

    • We require at least 7 days to process group booking requests.

    • You will receive a call or email back from our relevant team to confirm dates and further details.

    • We do NOT accept bookings for parties of any kind.

     

    WE WILL REFUSE ENTRY TO YOUR GROUP IF:

    • You arrive without prior notice.

    • You arrive without receiving a confirmation email of your booking.

    • You do not have the correct number of adult supervisors per number of children.

    • You are hosting a birthday party.

    • Your group includes participants below 11 years of age.

    1. For Youth aged 4 – 10 years old – NO group bookings allowed – we suggest that you check out our Pebbles or Youth program.

    2. For youth aged 11-15 years of age ONLY. Bookings are not accepted for groups including children below 11 years of age.

    3. Groups of 5 children or more MUST request a booking ahead of time using the form.

    4. All Youth Group Bookings include mandatory coach(es) to assist adult supervisors in maintaining a safe environment.

    5. Strict policy: One (1) adult supervisor for every one (1) child in the venue.

    6. Our facilities are not suitable for kids birthday parties and we do not allow them at Portside.

     

    WE WILL REFUSE ENTRY TO YOUR GROUP IF:

    1. You arrive without prior notice.

    2. You arrive without receiving a confirmation email of your booking.

    3. You do not have the correct number of adult supervisors per number of children.

    4. You are hosting a birthday party.

    5. Your group includes participants below 11 years of age.

Shop Policies

  • We are happy to process a return or exchange for you for any product you purchase from us, provided you fulfill the following criteria. The product in question must:

    • Have seen no use or damage

    • Be returned with its original packaging & tags

    • Be accompanied with proof of purchase (in the form of a receipt or bank statement)

    • Be returned within 30 days of purchase

     

    *All returns or exchanges must be assessed & processed in person at one of our gym locations.

  • We are happy to process a return or exchange for you for any product you purchase from us, provided you fulfill the following criteria. The product in question must:
     

    • Have seen no use or damage

    • Be returned with its original packaging & tags

    • Be accompanied with proof of purchase (in the form of a receipt or bank statement)

    • Be returned within 30 days of purchase
       

    *All returns or exchanges must be assessed & processed in person at one of our gym locations.

  • All online items are FINAL SALE and we cannot accept returns unless there is a manufacturing fault. Please note we will only process return requests that have been purchased ONLINE via the below process.

    It is important to note that normal ‘wear and tear’ is not considered a manufacturing fault. 

     

    A manufacturing fault is considered any problem that prevents a product from performing as intended by the manufacturer.

     

    For us to assess a manufacturing fault, the product must:

    • Have seen no use or damage

    • Still have it’s original packaging and tags

    • Be accompanied with proof of purchase (in the form of an order email from us or bank statement).

    • Have a returns request raised within 14 days of receiving the order

     

    How to submit an online returns request:

    • Submit your request within 14 days of receiving your order to onlinereturns@portsideboulders.com.au

    • Title: Returns Request:

    • Include a detailed description of what the fault is and how it came to be

    • Attach photos of the fault from different angles and close up

    • Gift cards expire 3 years from the date of purchase.

    • Gift cards can be used at any Portside Boulders venue and can be redeemed for any goods or services we provide.

    • The purchase amount will be deducted from the gift card amount, and any remaining value can be used at a later date.

    • Gift card must be presented at time of purchase.

    • Gift cards cannot be returned, refunded or redeemed as cash.

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