Sutton Terms and Conditions of Bookings and Use | Craggy Island
arrow Twitter LinkedIn Facebook instagram


Please be aware of our Booking Terms & Conditions:

Section 1: Fees

1.1 Places on bookings can only be reserved by paying in full when booking.

Section 2: Rearrangement of booking type or course dates.

2.1 A customer may apply to change the booking type or dates as long as this is carried out more than 7 days before the booking is due to commence.

2.2 Any requests to change booking type or dates within the one week period will be subject to loss of 50% of the full booking costs.

2.3 In the event of a forced closure, which is outside of our control for any reason, we will contact customers to re-schedule their booked course or session. Refunds would not normally be offered and a Voucher will be issued for any course or session that an alternative date cannot be found for at that time.

Section 3: Cancellation by the Customer – Financial Costs

3.1 50% of the total booking fee will be forfeit where cancellation takes place less than 7 days before the booking is due to begin.

3.2 100% of the total booking fee will be forfeit where cancellation takes place within 24 hours of the booking start time.

Section 4: Cancellation by the Company

4.1 We endeavour to ensure all bookings will actually run, however in the event of cancellation, we will notify the customer as soon as is possible.

4.2 In the event of cancellation due to external factors which would make the activity or centre unsafe or unsuitable to run we will contact the client as soon as possible. We cannot refund any travel costs incurred prior to the cancellation.

4.3 In the event of cancellation by us, we offer the following options:

  • 4.3.1 Full refund of the fee paid
  • 4.3.2 Another booking on an alternate date/time, subject to availability

Section 5: Forced temporary closure that is outside of our control

5.1 In the event of a forced temporary closure we will contact customers to re-schedule their booked course or session. Refunds would not normally be offered and a Voucher will be issued for any course or session that an alternative date cannot be found for at that time.


Terms & Conditions of Use for all participants in climbing and bouldering activities at Craggy Island Sutton:

Association of British Climbing Walls conditions of use:

Risks – “All climbing and bouldering activities have a risk of serious injury or death. Participants must be aware of and accept that even if they follow all good practice there may still be the risk of accident and injury. It is the responsibility of the participant to adhere to the conditions of use.”

Although the climbing/bouldering centre is an artificial environment the risks involved are no less serious than when climbing outside on a crag or mountain. There is an additional risk that all holds can spin or break.

Climbing beyond your capabilities on any wall is likely to result in a fall. Any fall may result in an injury despite the safety systems in place to avoid it. You must make your own assessment of the risks whenever you climb.

Our duty of care – The rules of the climbing centre are set out below and are not intended to limit your enjoyment of the facilities. They are part of the duty of care that we as operators, owe to you the customer, by law. As such they are not negotiable and if you are not prepared to abide by them then the staff must politely ask you to leave.

Your duty of care – You also have a duty of care to act responsibly towards other users of the centre. Statements of ‘good practice’ are posted around the centre adjacent to the relevant facilities. These describe the accepted methods of use and how customers would normally be expected to behave towards each other.

Unsupervised Climbing/Bouldering – Before you climb without supervision, the centre expects you to be competent in the use of a safety harness, a suitable knot to attach a rope to the harness and a belay device to secure a falling climber or lower a climber from the wall using a rope. Or to be a competent boulderer with awareness of how to keep safe within the centre and when using our facilities. You are required to register to accept that you know how to use the equipment, that you are prepared to abide by the Rules below and that you understand the risks involved in your participation. Craggy Island will check your competency at initial registration either by practical assessment or a series of questions to determine your suitability for unsupervised climbing/bouldering.

Anyone who has not registered is classed as a novice and must not climb without supervision. Unsupervised climbing is just that! Staff will provide whatever help and advice they can, but instruction in the use of equipment or climbing techniques will only be provided where it has been booked and paid for in advance. If you are not confident in the use of any climbing equipment or technique then do not attempt to use it without the supervision of someone who is competent to do so.

Supervised Climbing – An adult who has registered at the centre and demonstrated suitable competency may be able to supervise up to two novice climbers/boulderers as long as they are prepared to take full responsibility for the safety of those people. Groups of three or more novices must only be supervised by an instructor holding the relevant Mountain Leader Training Board qualification, insurance and first aid; this individual will have to book in and be pre-approved by the Centre Manager.

Children – All children within the centre must be supervised by an adult, unless they have been assessed by the management and registered for unsupervised climbing/bouldering. Craggy Island has a separate child protection policy that is available for viewing when requested. Children from 5 years and up can climb
supervised by their parent/guardian, where the adult is a competent climber/boulderer and has been assessed and registered as such, as well as on pre-booked instructed sessions. Children aged up to 4 years can climb supervised by
their parent/guardian only. Suitably sized equipment is available to hire where possible. While supervising any children at the centre, it is your responsibility to make sure they only use facilities appropriate for their age. No children can be allowed to use any of the gym equipment or facilities at any time.

Association of British Climbing Walls standard rules

General Safety

  • Report to reception on each visit before you climb.
  • You must exercise care, common sense and self preservation at all times.
  • Report any problems with the walls, equipment or other climbers’ behaviour to a member of staff immediately.
  • Be aware of the other climbers around you and how your actions will affect them.
  • Do not distract people while they are climbing, belaying or bouldering.
  • Stand well back from the climbing walls unless you are belaying or spotting a climber. Never stand directly under someone who is climbing.

When Bouldering

  • The soft flooring under the bouldering walls is designed to provide a more comfortable landing for climbers falling from the bouldering wall. THE SOFT FLOORING DOES NOT MAKE THE CLIMBING ANY SAFER. Broken and sprained limbs are common on this type of climbing wall despite the soft landing. Uncontrolled falls and jumping from the walls are likely to result in injuries to yourself or others.
  • No food or drink is to be taken onto the crash matting.
  • We recommend that if you wish to boulder wearing a chalk bag that you do not carry any brushes/accessories in it and attach the bag via a simple webbing belt. Attaching the chalk bag by karabiner or any other method could result in injury to yourself or a spotter if you were to fall.
  • Always climb within your capabilities and descend safely by down climbing.
  • Never climb directly above or below another climber.
  • Never wear a harness when bouldering.

Instructed/School/Group Sessions

  • Whilst you/your child/your group are waiting for your session to start you are responsible for the safety of yourself/your child/your group. You must follow the directions given at Reception when you arrive and proceed to the waiting area as directed. You must also take responsibility for your safe leaving of the premises when your session has concluded. If you are unsure of any aspect, please make your way to Reception who will be able to advise you.
  • Our Instructors will provide you/your child/your group with instruction to enable you to enjoy your session safely. You must ensure that you adhere to all instructions given and take all reasonable care to maintain your safety whilst under their guidance. If you are unsure about an instruction, ask your instructor to clarify before proceeding.

​Craggy Island standard rules

  • No smoking or alcohol on the premises. No admittance to those deemed to be under the influence.
  • No food or drink on the climbing floor area unless in sealed container. No food or drink is to be taken onto the bouldering crash mats.
  • Rucksacks/gear only within the changing areas or in the lockers provided.
  • No access into the interior wall areas, cordoned off areas or private/staff only areas.
  • No running in the centre, no throwing of chalk or any marking of any walls or flooring.
  • No climbing over the top of any of the climbing walls.
  • Spinning holds are rare at Craggy but if you find one, please inform a member of staff in Reception immediately and do not attempt to fix it yourself.
  • Staff are here for your safety and have a duty of care to make comment on unsafe practices. Anyone who does not adhere to up to date safe practices even after comment will have their registration revoked and will be recommended to attend an Intro to Bouldering Course. We reserve the right to refuse entry to customers for reasons of safety or inappropriate behaviour.
  • Do not block fire exits or walkways.
  • If you require assistance, please ask a Craggy Island staff member; please be aware that if that staff member is in charge of a group you may have to wait for assistance until their clients are safely at ground level.
  • Only Craggy Island Staff may instruct at Craggy Island, any other persons performing paid instruction will be asked to leave the centre unless specifically cleared with centre management.
  • Those persons who have been signed in as novices may boulder under the supervision of the registered user who signed them in. Registered users who are cleared to supervise are limited to a maximum of 2 novices. Supervising users must NOT climb whilst supervising. Supervision means not leaving the ground and ensuring your charges safety. If your novices are safely at ground level and understand that they must not climb/boulder until you have completed your climb then you are permitted to climb/boulder if it is safe for you to do so.
  • Always be aware of climbers above who may fall at any time.
  • If aged 17 years or under climbing will not be allowed without a signed parental consent form.
  • If a member of Craggy Island Staff approaches you to amend a best practice issue or shows you a skill, this skill applies only to the situation at the time of teaching, it may not apply to other climbing situations either indoor or outdoor and you should seek professional instruction for all your future climbing situations, courses can be requested through Craggy Island.
  • No unauthorised photography.
  • Watching TV on Craggy Island premises: Craggy does not hold a TV licence for it’s premises. Therefore, you will need to hold a TV licence to watch or record any TV programme live, on any channel or TV service, on any device whilst on the premises. You also need a TV licence to download or watch BBC programmes on iPlayer, live, catch up or on demand.
  • Craggy Island accepts no responsibility or liability for any loss or damage to any person’s property in relation to the usage of Craggy Island and the surrounding parking areas.
  • Personal property being used at or left at Craggy Island is entirely at customers’ own risk.
  • In the event of a forced closure, which is outside of our control for any reason, we will contact customers to re-schedule their booked course or session. Refunds would not normally be offered and a Voucher will be issued for any course or session that an alternative date cannot be found for at that time.
  • When participating in a competition hosted by Craggy Island, all competitors and spectators will be required to abide by all rules and restrictions specific to that day, in addition to the above.

Conditions of use for facilities at Craggy Island Sutton:

The Gym

  • You must be aged 18 or over to use the gym equipment unless signed off by management.
  • In order to use the gym and any equipment associated with it, you must have taken an induction with a qualified member of staff and have signed the Gym Waiver. Once registered as a gym user you must sign in at reception to make a staff member aware of your arrival.
  • By signing the waiver and becoming a gym user you have confirmed that you know of no physical or mental health conditions that may impact or put you at further risk while using the gym and its equipment. You must inform a member of Craggy Island staff if you know of any health conditions that may impact your use of the gym in any way.
  • Craggy Island Staff are not medically trained and will be unable to give you advice on training or equipment use if you have any medical or mental health conditions. You must consult your GP or a trained physician if you are unsure how a health condition may affect your use of equipment or physical exercise.
  • It is strongly recommended to consult your GP before beginning any new training regime or exercise program.
  • If you are unsure of how to safely use a piece of equipment or training program please consult a member of staff before attempting to do so.
  • Personal items such as bags, shoes, food or drink are not permitted in the gym area for safety reasons. You must also wear appropriate clothing for the activity you are participating in, i.e. suitable, comfortable exercise wear, no flip flops, work wear, or boots. Anyone deemed to not be wearing appropriate attire may be asked to leave the gym.
  • You may not use the gym or attend any classes, while under the influence of any alcohol, drugs, narcotics, tranquilizers or any medication that may affect your ability to exercise safely. Craggy Island reserves the right to remove you from the premises if it is suspected that you are unfit to use the facilities.
  • Any free weights or plates must be returned to their original place after use, failure to do so may result in your permission to use the gym being revoked. Weights must not be misused or dropped on the floors, this will also result in your gym use being revoked.
  • Only Craggy Island Sutton staff are permitted to provide training to customers in the gym. Any outside company or person found to be providing training in the gym will be asked to leave, unless permission has been granted in writing by Craggy Island management.
  • By accessing the gym and using the equipment, customers are deemed to have read and understood the terms and conditions.
  • Anyone using the gym or attending classes must be considerate of other gym users and climbing customers. Craggy Island endeavours to provide a safe space for all and discrimination of any kind will not be tolerated.

The Caving System

  • You must first sign in at reception with a member of staff to be permitted entry to the caves.
  • The caving system is often in use by private instructed groups or sessions meaning that we cannot always allow entry to all members. Use of the caves is not guaranteed, but can be booked and paid for in advance. Casual use of the caves when they are open to the public is included in your normal entry price.
  • Anyone aged 17 or younger must have supervision while using the caving system. The supervisor must either be a registered adult or a Craggy Island staff member. In order to safely supervise a minor in the caves, you must be present and alert in the traverse room, you do not need to enter the caves.
  • You must wear a helmet and a head torch provided by Craggy Island.
  • You must remove all items from your pocket before entering the caves.
  • Your time in the caves will be decided by a member of staff, who will alert you if you need to leave the system. If you are asked to exit the caves by a member of staff, you must do so immediately, otherwise you put your own safety at risk.
  • In the event of an emergency, make your way to the nearest exit by continuing in your direction of travel.
  • At the end of your session return all your equipment and check out at reception.
  • Please note that Craggy Island do not recommend entering the caving system if you have any fear of the dark or enclosed spaces as you will not enjoy the experience, may endanger yourself and cause distress to others.
  • By signing into the caves you accept the above terms and risks.

Terms & Conditions of Monthly Membership:

Craggy Island Limited provides climbing facilities to exercise and train in a safe and friendly environment. These terms and conditions constitute the Monthly Membership contract between you and us.

  • Monthly Members must be registered as normal Craggy Island members and have agreed to and signed the Terms & Conditions for participating in Climbing and Bouldering activities at Craggy Island.
  • Monthly Members are entitled to full use of both Craggy Island centres during normal opening times, subject to any of the clauses below.
  • Monthly payments will be taken from the member’s nominated payment card each month until the member cancels their membership.
  • Monthly membership prices may be altered at any time, subject to giving 1 month’s notice by advertising the changes directly to affected members, in-house and on our website.
  • A minimum membership period of 1 month applies to this agreement. On expiry of this minimum period, your membership will automatically continue indefinitely at the prevailing rate subject to the termination process.
  • Craggy Island Limited reserves the right to reject any application for monthly membership or renewal of membership.
  • Members must notify Craggy Island Limited of any change in their contact details.
  • On acceptance of a Membership, you will be issued with a membership card, which will remain the property of Craggy Island Limited. This membership card may not be used by anybody except the card holder.  Any misuse of a membership card will be deemed the responsibility of the cardholder and may result in the termination of membership.
  • To give notice and cancel a membership, you must speak to a member of the Reception team. They can be contacted by phone on 01483 388069 or by email at
  • We may terminate/suspend your membership with immediate effect or refuse renewal of membership of any member if, in the reasonable opinion of the management, such member shall cause nuisance or annoyance to other members or staff of Craggy Island Limited, if you have breached any terms and conditions of this agreement or of the centre, or your membership fees remain unpaid 14 days after the due date.
  • We reserve the right to close all or part of Craggy Island from time to time at our discretion e.g. for repairs and maintenance, refurbishment, route setting, staff training, cleaning, school holidays, booked courses, events, competitions or severe weather etc.
  • If a centre is too busy, for health & safety reasons, we reserve the right not to allow entry.
  • In the event of a forced closure, which is outside of our control for any reason, all memberships will be frozen and not re-started again until we are back open. You do not need to do anything, this will be handled by Craggy Island and you will not be charged during this time.
  • You agree to let Craggy Island Limited contact you from time to time in relation to your membership.

Craggy Island Limited Registered in England No 04938327 (Ts & Cs: Last updated 13.10.2021)