We want every member to feel good about their purchase. This Refund Policy explains when refunds are available across our passes, bookings, and resoling service. It works alongside our Terms & Conditions and any consumer protection rights you have under Philippine law.
Day passes
- Unused: a day pass purchased online or at the desk but not yet redeemed can be refunded within 7 days of purchase.
- Already used: once you've checked in on a day pass, it is non-refundable.
- Gym closure on the day of your visit: we'll either re-issue the pass for another day or refund it, your choice.
Multi-passes & sessions
- Unredeemed multipasses can be refunded in full within 7 days of purchase.
- Partially used multipasses are refundable at the per-session day-pass rate × (sessions used), deducted from the purchase price. The remainder is returned to your original payment method.
- Expiry: unused sessions on an expired multipass are forfeited and are not refunded except where required by law.
Monthly & annual passes
- Within 7 days of purchase and not yet used: full refund.
- Medical inability to use the pass (e.g. injury, illness, pregnancy) with supporting documentation: we may freeze the pass for the duration of recovery or pro-rate a refund for the remaining unused portion. Talk to us — we're flexible.
- Change of mind after first use: no refund, but the remaining time may be transferred to another individual or converted to multipass sessions at staff discretion.
Bookings
Sessions booked online may be cancelled up to two (2) hours before the slot starts without penalty — no session is deducted from your pass. Cancellations within two hours of the slot, or no-shows, forfeit the session. Reschedules are always free.
Resoling orders
- Before work has started, an order can be cancelled in full for a refund.
- Once the cobbler has begun work, refunds are not available; we will complete the job to specification.
- If the finished resole fails within 30 days under normal use, we will rework or replace the resole at no charge.
Statutory discounts (Senior / PWD)
Discounts under RA 9994 and RA 10754 are applied at the time of sale and cannot be retroactively added to a completed transaction. If a discount was missed at checkout, contact us within 7 days with a photo of the receipt and a valid ID and we will reissue the purchase with the discount applied.
How to request a refund
- Email hello@goodclimbs.ph from the email address on your account with the order number and a short description of the reason.
- We aim to respond within 3 business days. Approved refunds are returned to the original payment method within 10 business days.
- If you paid in cash or QR Ph, refunds are processed in-store — please bring a valid ID.
Statutory rights
Nothing in this Refund Policy limits the rights you have under Philippine consumer protection laws, including the Consumer Act of the Philippines (RA 7394). Where this policy conflicts with a non-waivable statutory right, the statutory right prevails.
Contact
Questions about a refund? Email hello@goodclimbs.ph.