All visitors must complete and sign a waiver. Visitors younger than 18 years old must have their waiver completed and signed by a parent or court-appointed legal guardian. Joe Rockhead’s can require a new waiver at any time.

Visitors under 14 must be supervised by an adult over the age of 18.

All visitors must check in at the front desk.

All members must take full responsibility for their choice in belayers.

Visitors must pass a belay test before belaying on top rope or lead.

New visitors must receive a bouldering orientation and/or auto belay orientation before using those facilities.

Visitors are prohibited from giving any instruction on belay techniques inside the facility. Belay instruction may be provided by Rockhead’s instructors only.

Joe Rockhead’s does not accept cash for payment. VISA, Mastercard, American Express, and debit cards are all accepted.

No pets are allowed in the facility.

Shirts and shoes must be worn in the gym at all times.

All lead climbers and belayers must adhere to the following rules. Failure to comply may result in the permanent loss of lead priveleges at Joe Rockhead’s and/or Rock Oasis.

1. All climbers must have a current Joe's, Up the Bloc, and Rock Oasis facility waiver on file.

2. Climbers must be knowledgeable, experienced, and confident in all aspects of lead climbing before attempting to lead climb or belay at Joe Rockhead's.

3. Climbers must pass a lead test at Joe Rockhead's or Rock Oasis using a Grigri before lead climbing and/or belaying.

4. Lead certifications completed at Joe Rockhead's or Rock Oasis on or after April 17th, 2024 are valid at both facilities. Certifications from any other gym are not valid at Joe Rockhead's.

5. Climbers are responsible for their choice of partner(s) and ensuring that they have passed a lead test at Joe Rockhead's.

6. Only Joe Rockhead's staff may provide safety instruction.

7. Climbers must tie in using a double figure-eight knot with a double fisherman’s keeper knot.

8. Climbers must use their own climbing rope, locking carabiner, and Grigri/Neox to lead at Joe Rockhead's. Each person is responsible for checking their own gear and ensuring that it is in excellent condition before climbing.

9. Belayers may not anchor to walls, buoys, or other objects on the ground while belaying. If there is a significant weight difference between the climber and belayer, using an Ohm is permitted.

10. Climbers using an Edelrid Ohm must pass an Ohm test at Joe Rockhead's or The Rock Oasis.

11. All quickdraws must be clipped in order.

12. Lead climbers must yield to top ropers climbing on adjacent routes.

13. Seconding (i.e. following a lead climb on top rope) is prohibited

14. Mock-leading (i.e. climbing/belaying on lead while backed up to a top rope) is only permitted for climbers who are lead certified at Joe Rockhead's or are currently taking a lead course at Joe Rockhead's/Rock Oasis.

15. Climbers and belayers are responsible for taking all possible precautions to prevent injury to themselves and their partner.

Joe Rockhead’s is committed to providing an environment in which all guests and staff are treated with respect and dignity. Abuse or harassment will not be tolerated from any person in the gym including customers, supervisors, employees, and members of the public.

Harassment means engaging in a course of vexatious comment or conduct against another individual that is known or ought reasonably to be known to be unwelcome behaviour or harassment. Examples include, but are not limited to:

-offensive or intimidating comments or jokes;
-bullying or aggressive behaviour;
-sexual harassment;
-isolating or making fun of someone

Anyone who is unwilling or unable to adhere to this standard of behaviour may be asked to leave.

If you believe that you have witnessed harassment or abuse at Joe Rockhead’s, we request that you report this as soon as possible to a staff member on duty or send a detailed email to climb@joerockheads.com. Management will investigate and deal with all complaints or incidents in a fair, respectful and timely manner. Information provided about an incident or about a complaint will not be disclosed except as necessary to protect workers, to investigate the complaint or incident, and to take corrective action or as otherwise required by law.

FINAL SALE

All safety equipment will be considered final sale, meaning no refunds or exchanges will be possible. This category includes:

Harness
Carabiners
Belay devices / OHM
Ropes
Helmets

Skin care products and clearance items will also be considered final sale.

RETURNS AND EXCHANGES

Climbing shoes and clothing can be returned or exchanged at the location of the purchase, within 14 days of the original purchase. Items must be returned in new condition, in original packaging, with all tags intact and attached. If necessary, an inspection will be conducted by a supervisor to define the new condition of the item.

PRODUCT WARRANTY AND MANUFACTURING DEFECTS

If a customer believes that the product they have purchased has a manufacturing defect, they should contact us at retail@allezup.com. It is important to explain the situation by including photos, the purchase receipt and as much detail as possible about the defect in question. Depending on the case, Allez Up Store will replace the product or assist the customer in their request to the manufacturer. In the latter case, it will be up to the manufacturer to decide whether or not it wishes to honor the warranty.

Theses policies are no longer enforced, and are preserved here for reference.

Reservations may not be transferred to other customers.

To reschedule a reservation, you must cancel your current booking and then make a new one.

Cancellations can be requested via the cancellation form found on the Reservations page of our website. Staff cannot reschedule bookings: you must cancel your current reservation and make a new booking.No-shows and cancellations requested less than 24 hours in advance of the start of a booking are not eligible for a refund and are subject to a penalty fee.Members will be charged a $10 penalty.Punch Pass holders will be deducted a punch.Session Pass holders will be charged in full.By reserving, clients agree to adhere to all new health and safety regulations and code of conduct pertaining to the COVID-19 health crisis, including but not limited to frequent handwashing, maintaining social distances of 2m, wearing a face mask while inside the gym, use of liquid chalk and chalk ball (no lose chalk allowed) being courteous and patient with staff and other clients. For our complete COVID-19 policies, click here.

Lockdown-related Membership and BillingMonthly Subscription members were allowed to climb for free from July 15 to July 31, 2020. All billing resumed on August 1, 2020. All prepaid memberships were reactivated on August 1, 2020, having been extended by the amount of time we were closed.

On November 1, 2020 we froze all subscription and prepaid memberships for free - your membership wasn’t billed, and you weren’t charged a freeze fee.

For EFT and Prepaid Members, we started collecting membership dues on August 1st, 2021. If you visited the gym before August 1, 2021, your membership was restarted and you were charged prorated dues for July, barring special arrangements.

On January 1, 2022 all active memberships were billed regularly and then frozen on January 5. We will reactivate all memberships on January 31, unless you submit a Membership Change Form to keep your membership frozen.No membership fees will be charged on February 1 as most of the month will be covered by your remaining dues from January 2022. On March 1, you'll be charged your normal monthly dues PLUS an approximately $12+HST charge for the days in February that weren't covered by your remaining January dues.

Rockhead’s reserves the right to terminate memberships if at any time the member is in default of payment. This does not alleviate responsibility for full payment. Member is responsible for making sure payments can be processed each month.

The member shall not be relieved of his/her obligations to make any payments herein agreed to, and no deduction or allowance from said purchase shall be made by reason of absence or withdrawal of any member from the facility or by reason of any members failure to attend or use the facility or by reason of change in the physical condition of any member.

EFT memberships also include membership privileges at Rock Oasis and Up The Bloc, unless otherwise noted.

EFT monthly payments cannot be credited, or refunded.

EFT memberships can be frozen and terminated, taking effect on the 1st of the next calendar month. Please follow the instructions on our Manage Your Membership page.

EFT memberships cannot be transferred to other customers.

Members agree to accept the hours of operation. Hours of operation and access to facility amenities may change without notice.

1-Year Prepaid memberships grant access to Joe Rockhead’s for 365 consecutive days from the membership start date.

1-Year Prepaid memberships also include membership privileges at Rock Oasis and Up The Bloc, unless otherwise noted.

1-Year Prepaid membership purchases cannot be terminated, credited, or refunded before the end date.

1-Year Prepaid memberships can be frozen. Please follow the instructions on our Manage Your Membership page.

1-Year Prepaid memberships cannot be transferred to other customers.

Members agree to accept the hours of operation. Hours of operation and access to facility amenities may change without notice.

1-Month Prepaid memberships grant access to Joe Rockhead’s for 30 consecutive days from the membership start date.

1-Month Prepaid memberships also include membership privileges at Rock Oasis and Up The Bloc, unless otherwise noted.

1-Month Prepaid memberships do not include guest passes.

1-Month Prepaid membership purchases are not refundable.

1-Month Prepaid memberships may not be frozen, paused, extended, credited, or terminated early.

1-Month Prepaid memberships cannot be transferred to other customers.

Members agree to accept the hours of operation. Hours of operation and access to facility amenities may change without notice.

Welcome Pack memberships grant access to Joe Rockhead’s for 30 consecutive days from the membership start date.

Welcome Pack memberships allow access to Joe Rockhead’s ONLY. They are not valid at Up The Bloc, Rock Oasis, or any other facilities.

Welcome Pack memberships do not include guest passes.

Welcome Pack membership purchases are not refundable.

Welcome Pack memberships may not be frozen, paused, extended, credited, or terminated early.

Welcome Pack memberships cannot be transferred to other customers.

Welcome Pack perks (free lessons, free rental gear) cannot be transferred to other customers.

Free lessons must be attended while the Welcome Pack is active.

Members agree to accept the hours of operation. Hours of operation and access to facility amenities may change without notice.

Each punch is valid for 1 day of climbing at Joe Rockhead’s.

Punches can also be redeemed at Rock Oasis and Up The Bloc, unless otherwise noted.

Punch Pass owners may share individual punches with other guests, provided that the Punch Pass owner is present.

Punch Passes do not expire.

Punch Pass purchases are not refundable.

Punch Passes cannot be transferred to other customers.