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OUR POLICIES

BOOKING TERMS & CONDITIONS

All bookings are made with Ground Up Guiding Ltd (Registered Company 15804743) trading as ‘Ambleside Adventure’ and ‘Ambleside Climbing Wall’ (referred to as the ‘Company’, ‘we’, ‘us’ from herein after), whose office is 101 Lake Road, Ambleside, Cumbria, United Kingdom, LA22 0DB. The website is www.amblesideadventure.co.uk.
The terms and conditions of all agreements made with the Company shall be subject to, and governed by English Law alone. Any disputes or claims are to be decided by the English courts, and subject to English Law alone.
Individuals under the age of 18 require their waiver, acceptance of these terms, and acceptance of the privacy policy to be signed by their parent/guardian.
Any participant under the age of 18 must be accompanied by an adult at a ratio of 2:1 at all times, unless previously agreed by the Company, including in an Ambleside Climbing Wall ‘Kids Club’ session.
To make a booking you can telephone us, email us, book online via our website, or book in person at our office.
A booking is considered confirmed once full payment has been received. If a booking has not been confirmed, then there is no obligation by the Company to run the activity or to reimburse any costs that may be associated with the party.
We reserve the right to cancel any activity which either does not meet our minimum booking numbers, or, due to circumstances beyond our control (e.g. extreme weather). If an activity is likely to be cancelled under such circumstances, we will undertake to inform you as soon as possible. Where possible, we will attempt to reschedule your booking to a suitable date. In the event of a cancellation by the Company, you are entitled to a full refund. We cannot accept responsibility for any costs incurred by you (e.g. transport, accommodation) or others linked to your booking.
The Company may, for operating reasons, adjust advertised start and return times, even after bookings have been accepted. In this instance, we will notify you as soon as possible.
If you wish to cancel, you must update your booking via the website or inform us in writing/via email. Your cancellation date is the date on which we receive written instructions or website confirmation. The following cancellation fees will apply; 30¬15 days before the start date: retention of 50% of the total price. 14 or fewer days before the start date: retention of 100% of total price. The Company cannot be held responsible for any missed connecting transport that was booked independently of us. A no-show or reduction in group size will be treated as a cancellation.
Our guides/instructors will do their utmost to ensure that any problems are solved for the benefit of the group as a whole. By agreeing to these terms you are accepting their authority to make decisions affecting the group or individuals. For instance, they may require an individual to leave the group if they believe that the individual's health is at risk, they are not suitably prepared for the activity, if they are under the influence of drugs or alcohol, or their behaviour becomes detrimental to the safety, enjoyment or well being of the group. Should the guide/instructor take such action, that person would not be entitled to any refund. Guidelines for what equipment/clothing is required by the participant for each activity can be found on our website.
On assessing the conditions expected to be encountered in the mountains or the abilities of the team members, your guide may decide to change any aspect of the day, if they believe that continuing with the itinerary would place anyone at undue risk.
If you have any complaints whilst on your activity, you must immediately inform your guide, who will use all reasonable efforts to remedy it. If you remain dissatisfied, you must make full details of the complaint known to us in writing/via email within 28 days of your activity. If you fail to follow this procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or lost as a result.
Neither the Company nor any of their representatives shall be held responsible for any illness, injury or death sustained on their activity except where such illness, injury or death is caused by negligence by the Company.
Participants are strongly advised to take out personal insurance cover against personal accident, injury, course cancellation, theft and damage.
The Company nor any of their representatives shall not be liable for any uninsured loss or damage of personal property, consequential losses or expenses suffered, which includes but is not limited to the loss of anticipated earnings, profits, goodwill, reputation, business, receipts or contacts, losses or expenses resulting from third party claims.
All participants are responsible for the proper care and handling of equipment and gear that they are supplied with for use in their activity. Any misuse, damage or loss of this equipment will result in charges for repair or complete replacement at the desecration of the Company.
The Company shall not be liable for the consequences of strikes, industrial action, wars, riots, sickness, quarantine, government intervention, weather conditions, or other untoward occurrences.
No guide or other representatives of the Company, other than a Director of the Company, is entitled to promise refunds or additional services for whatever reason, and the Company will not be bound by any such promise.
A client leaving an activity at any stage, for whatever reason, will not be entitled to any refund or compensation unless agreed by a Director of The Company.
The Company shall ensure that appropriate security measures are in place to protect your data (as defined by our Privacy Policy). When you make a booking, you consent to all the information you provide being passed on to the Company’s suppliers, employees, sub-contractors, or volunteers for the purpose of our providing you with the activity.
By agreeing to these booking conditions, you consent to the Company’s staff taking photographs and/or video footage of you during the activity and that these images may be used by us for publicity and training purposes including, but not limited to, brochures, social media and website material unless you have requested otherwise. Photos and video footage supplied by you or other team members may also be used as described above.
The Company has made every effort to ensure the correctness of our information and supporting materials. This document was last updated on 12th November 2024.

CONDITIONS OF US

Acknowledgement of Risks

The British Mountaineering Council recognises that climbing and mountaineering are activities with a danger of personal injury or death. Participants in these activities should be aware of and accept these risks and be responsible for their own actions and involvement.

Although this climbing 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 bolt-on holds can spin or break. The soft flooring of the wall and bouldering room is designed to provide a more comfortable landing but it does not make the climbing safer. Broken and sprained limbs are common on this type of climbing wall despite the soft landing. Uncontrolled falls are likely to result in injuries to yourself or others.

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 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 the 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.

It is a condition of use that each registered climber makes themselves aware of the ‘best practice’ relating to all aspects of the use of this wall and the equipment provided prior to using it. Read the ‘best practice’ notices provided and if there remain any areas requiring clarification please talk to a member of staff. You are likely to do yourself/others an injury if you engage in a practice which you are unsure about.

Unsupervised Climbing

Before you climb without supervision the centre expects you demonstrate competence by;

∙ Tying a suitable knot to attach a rope to your harness

∙ Correctly fitting of a climbing harness

∙ Correctly demonstrating use of a belay device

You are required to register to say that you know how to use the equipment, that you are prepared to abide by the Rules and that you understand the risks involved in your participation.

Anyone who has not completed a competency check is classed as a novice and must not climb without supervision.

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.

Novice Climber Supervision

An adult who has registered at the centre may supervise up to two novice climbers as long as they are prepared to take full responsibility for the safety of those people. Groups of three or more novices can only be supervised by an instructor holding the relevant qualifications. Supervisors must sign a ‘Novice Climber Supervision Form’.

Children

All under 18s are considered novices and must be supervised by an adult unless they have been assessed by a member of staff and registered for unsupervised climbing.

Lead Climbing

Lead climbing is available on any line. Lead climbers and lead belayers will need to demonstrate competency to a member of staff before being allowed to lead climb and belay unsupervised.

You should not lead belay or lead climb unless you have received sufficient instruction and supervision in lead climbing. This wall offers instruction in both top-roping and leading.

Your Equipment

By signing your waiver you are confirming that your equipment is in a safe and suitable condition for its intended use. If you have any doubts this wall offers hire kit.

AMBLESIDE CLIMBING WALL RULES

On Arrival

∙ You must 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 wall (loose holds etc.), equipment or another climber’s behaviour to a member of staff immediately.

∙ Remove all items from your pockets and take all gear off your harnesses before you climb.

∙ Store all kit in the areas provided. No loose kit in the climbing/bouldering areas.

∙ Make sure you warm up sufficiently before climbing.

Top-Rope Climbing

∙ Tie the rope directly into the harness using a suitable climbing knot.

∙ Solo climbing (without a rope) is not permitted.

∙ Always use a climbing harness to attach yourself to the rope.

∙ Do not distract people while they are climbing or belaying.

∙ Be aware of the other climbers around you and how your actions will affect them.

∙ Stand well back from the climbing walls unless you are belaying or spotting a climber.

∙ Never stand directly underneath someone who is climbing.

∙ Do not take down any top-ropes without prior permission.

Lead Climbing

∙ Follow all rules from top-rope climbing.

∙ When lead climbing you must supply your own UIAA approved dynamic rope of at least 30 metres. Do not use the centre’s ropes for lead climbing.

∙ In-situ quick draws are present at intervals on the lead walls. You do not need your own quick draws.

∙ You must clip all the draws on the route you are climbing, including both at the top of the route.

When Belaying

∙ Always use a belay device attached to your safety harness with a locking carabiner. ‘Traditional’ or ‘body’ belaying is not permitted.

∙ Sandbags are provided to give support to people belaying a climber who is heavier than they are. Direct belays from the sandbags are not acceptable. Please exercise due care when moving the bags.

∙ Always pay attention to what your climber is doing.

∙ Always stand as close to the climbing wall as is practical. Sitting or lying down is not acceptable.

Bouldering

∙ Always climb within your capabilities.

∙ Wherever possible, descend by down climbing, not jumping.

∙ Never climb directly above or below another climber.

Best Practice Notices

∙ There are best practice notices next to each area in the wall which give in-depth advice as to the safe use of the area.

∙ Always make yourself aware of the best practice relating to the use of separate areas/equipment within the wall prior to its use. Don’t hesitate to ask a member of staff if you have any questions.

GROUND UP GUIDING PRIVACY POLICY

Ambleside Climbing Wall and Ambleside Adventure are the trading names of Ground Up Guiding Ltd (Registered Company no 15804743), hereinafter referred to as “we”, or “us”. We are committed to protecting your privacy and, at all times, aim to respect and protect any personal information you share with us, or that we receive from others.

This Privacy Policy sets out our data processing practices and your rights and options regarding the ways in which your personal information is used and collected through our website - www.amblesideadventure.co.uk. Please read it carefully and ask a member of staff if you do not understand any sections.

The provision of your personal information to us is voluntary, however, without providing us with your information your use of our services may be impaired.

Contents:

1. How We Collect Personal Information

2. What Personal Information We Collect, Store and Process

3. How We Use Your Personal Information

4. Lawful Bases

5. Communications for Marketing

6. Under 18s Personal Information

7. How Long Do We Store Your Personal Information For?

8. What Personal Information Do We Share?

9. Security & Storage of Your Personal Information

10. International Data Transfers

11. Exercising Your Rights

12. Changes to This Privacy Policy

13. Links & Third Parties

14. How to Contact Us

1. How We Collect Personal Information

a) When you give it to us directly, such as personal information that you submit while booking.

b) When we obtain it indirectly, such as from a third party.

c) When it is available publicly, such as from social media services.

d) When you visit our website, where we collect information via cookies such as;

i.Technical information including the IP address used to connect your device to the internet, browser type and version, time zone setting, browser plug-in types and versions and operating systems and platforms.

ii. Information about your visit to the websites, including the uniform resource locator (URL) clickstream to, through, and from the website (including date and time), services you viewed or searched for, page response times, download errors, length of visits to certain pages, referral sources, page interaction information (such as scrolling and clicks) and methods used to browse away from the page.

2. What Personal Information We Collect, Store and Process

a) Your name and contact details including postal address, telephone number, email address, emergency contact details, and where applicable, social media identity.

b) Your date of birth, gender, and relevant medical history and health.

i. The EU General Data Protection Regulation (“GDPR”) recognises certain categories of personal information as sensitive and therefore requires more protection, for example, information about your medical history and health. In certain situations, we may collect and/or use these special categories of data. We will only process these special categories of data if there is a valid reason for doing so and where the GDPR allows us to do so.

c) Your financial information, such as bank details and/or credit/debit card details.

d) Technical information about your computer/mobile device and your visits to and use of this website, including, for example, your IP address and geographical location.

e) Personal descriptions and images/photographs.

f) Details of your qualifications/experience.

g) Any other personal information which we obtain as per paragraph 1.

3. How We Use Your Personal Information

a) To register you as a member.

b) To allow you to make a booking.

c) To otherwise provide you with services, products, or information you have requested.

d) To assist you with certification schemes, such as NICAS.

e) To answer your questions/requests and communicate with you in general.

f) To manage relationships with our partners and service providers.

g) To analyse and improve our work, services, activities, products, or information (including our website), or for our internal records.

h) To keep our facilities safe and secure.

i) To audit and/or administer our accounts.

j) To satisfy legal obligations that are binding on us, e.g. in relation to regulatory, government and/or law enforcement bodies with whom we may work and other contractual obligations pertaining to the provision of our services (e.g. insurance).

k) For the prevention of fraud or misuse of services.

l) For the establishment, defence and/or enforcement of legal claims.

4. Lawful Bases

GDPR requires us to rely on one or more lawful bases to use your personal information. We consider the grounds listed below to be relevant:

a) Where you have provided your consent for us to use your personal information in a certain way.

b) Where necessary so that we can comply with a legal obligation to which we are subject.

c) Where necessary for the performance of a contract to which you are a party or to take steps at your request prior to entering a contract.

d) Where it is in your/someone else’s vital interests (for example, in case of a medical emergency).

e) Where there is a legitimate interest in us doing so (as long as that processing is fair, balanced, and does not unduly impact your rights as an individual).

i. When we process your personal information to achieve such legitimate interests, we consider and balance any potential impact on you (both positive and negative), and on your rights under data protection laws. We will not use your personal information for activities where our interests are overridden by the impact on you, for example where use would be excessively intrusive (unless, for instance, we are otherwise required or permitted to by law).

5. Communications for Marketing

We may use your contact details to provide you with information about our work, events, services and/or activities which we consider may be of interest to you. We will not do so without your prior consent (unless allowed to do so via applicable law).

If you have provided us with your consent previously but do not wish to be contacted by us for marketing purposes, please let us know by contacting us via the details in paragraph 14.

6. Under 18’s Personal Information

When we process children’s personal information, we will not do so without their consent or, where required, the consent of a parent/guardian. We will always have appropriate safeguards in place to ensure children’s personal information is handled with due care.

7. How Long Do We Store Your Personal Information For?

The length of time we keep your data depends on what it is and whether we have an ongoing legitimate interest to retain it (for example, to provide you with a service you’ve requested or to comply with applicable legal, tax, or accounting requirements).

If your personal information is no longer required, we are no longer lawfully entitled to process it or you validly exercise your right of erasure (please see Section 11 below), we will remove it from our records at the relevant time.

If you request to receive no further contact from us, we may keep some basic information about you on our suppression list in order to comply with your request and avoid sending you unwanted materials in the future.

8. What Personal Information Do We Share?

We do not share, sell, or rent your personal information to third parties for marketing purposes.

However, we may disclose your personal information to selected third parties to achieve the purposes set out in this Privacy Policy.

These parties may include (but are not limited to):

a) The Association of British Climbing Walls

b) The National Indoor Climbing Award Scheme

c) Local government agencies

d) Funding bodies such as Sport England and NGB (the British Mountaineering Council)

e) Awarding bodies such as Mountain Training

f) Healthcare professionals

g) Providers of kit and equipment

h) Suppliers and sub-contractors for the performance of any contract we enter into with them, such as website hosts or cloud storage providers

i) Professional service providers such as accountants and lawyers

j) Regulatory authorities, such as tax authorities

In particular, we reserve the right to disclose your personal information to third parties. In the event that we sell or buy any business or assets, in which case we will disclose your personal information to the (prospective) seller or buyer of such business or assets.

9. Security & Storage of Your Personal Information

Ground Up Guiding Ltd is committed to keeping your personal information safe and secure, and we have appropriate and proportionate security policies and organisational and technical measures in place to help protect your information.

Your personal information is only accessible by appropriately trained staff, volunteers, and contractors, and is stored in secure locations which have features to prevent unauthorised access.

10. International Data Transfers

Transfers of personal data within the European Economic Area (“EEA”) are subject to the same level of data protection law as under the GDPR, and as a UK-based organisation many of our agencies and/or suppliers are based in the EEA. However, there may be occasions when we use agencies and/or suppliers to process personal information on our behalf that are based outside the EEA resulting in the personal information we collect from you being stored in a location outside the EEA.

Please note that some countries outside of the EEA have a lower standard of protection for personal information, including lower security requirements and fewer rights for individuals. Where your personal information is transferred, stored and/or otherwise processed outside the EEA in a country that does not offer an equivalent standard of protection to the EEA, we will take all reasonable steps necessary to ensure that the recipient implements appropriate safeguards (such as by entering into standard contractual clauses which have been approved by the European Commission) designed to protect your personal information and to ensure that your personal information is treated securely and in accordance with this Privacy Policy. If you have any questions about the transfer of your personal information, please contact us. While no transmission of your personal information over the internet can be guaranteed to be 100% secure – once we have received your personal information, we will use strict procedures and security features to try and prevent unauthorised access.

11. Exercising Your Rights

You have the right to withdraw consent for Ground Up Guiding Ltd's use of your personal data at any time.

You also have the following rights:

a) Right of access – You can request confirmation of what personal information we hold on you and to request a copy of that personal information. Provided we are satisfied that you are entitled to see the personal information requested and we have successfully confirmed your identity, we will provide you with your personal information subject to any exemptions that apply.

b) Right of erasure – You can request for your personal information to be deleted from our records as far as we are required to do so.

c) Right of rectification – If you believe our records of your personal information are inaccurate, you have the right to ask for those records to be updated. You can also ask us to check the personal information we hold about you if you are unsure whether it is accurate/up to date.

d) Right to restrict processing – You have the right to ask for the processing of your personal information to be restricted if there is disagreement about its accuracy or legitimate usage.

e) Right to object – You have the right to object to processing where we are

i. Processing your personal information on the basis of legitimate interests

ii. Using your personal information for direct marketing

iii. Using your information for statistical purposes.

f) Right to data portability – To the extent required by GDPR, where we are processing your personal information (that you have provided to us) you may ask us to provide the personal information to you – or another service provider – in a machine-readable format.

g) Rights related to automated decision-making – You have the right not to be subject to a decision based solely on the automated processing of your personal information which produces legal or similarly significant effects on you, unless such a decision

i. Is necessary to enter into/perform a contract between you and us/another organisation

ii. Is authorised by EU or Member State law to which the Centre is subject (as long as that law offers you sufficient protection)

iii. Is based on your explicit consent

Please note that some of these rights only apply in limited circumstances.

We encourage you to raise any concerns or complaints you have about the way we use your personal information by contacting us via the details in paragraph You are further entitled to make a complaint to the Information Commissioner’s Office – www.ico.org.uk. For further information on how to exercise this right, contact us using the details below.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by contacting you directly where reasonably possible for us to do so and by placing an update policy on our website.

This policy was last updated on 12th November 2024.

13. Links & Third Parties

We link our website directly to other sites. This Privacy Policy does not cover external websites and we are not responsible for the privacy practices or content of those sites. We encourage you to read the privacy policies of any external websites you visit via links on our website.

14. How to Contact Us

Let us know if you have any questions or concerns about this Privacy Policy or about the way in which Ground Up Guiding processes and stores your personal information by contacting us.

Email: info@amblesideadventure.co.uk

Phone: +44 (0) 1539 439 803

Address: 101 Lake Road, Ambleside, Cumbria LA22 0DB

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PARTICIPATION STATEMENT

In consideration of Ground Up Guiding Ltd (Registered Company 15804743), trading as ‘Ambleside Adventure’ and ‘Ambleside Climbing Wall’, allowing me to take part in and engage in any adventure activity, I hereby acknowledge and declare as follows:

I confirm that I am over the age of 18 (if the participant is aged under 18, a parent/guardian aged over 18 must accept on the child’s behalf).
I acknowledge that engaging in an activity provided by Ground Up Guiding Ltd can be physically and mentally demanding and confirm that I/the participant am in good health and know of no reason, physical or mental why I/the participant would be unable to engage in such activity.
I acknowledge that Ground Up Guiding Ltd activities are activities with a danger of personal injury or death. I therefore recognise that engaging in any activity is at my/the participant’s own risk. I confirm that Ground Up Guiding Ltd is entitled at any time for whatever reason to deny me/the participant access and/or engagement in any activity. I will not hold Ground Up Guiding Ltd or any of its representatives responsible for any illness, loss, injury, or death sustained before, during or after participation in an activity provided by Ground Up Guiding Ltd.