REFUND AND CANCELLATION POLICY

REFUND AND CANCELLATION POLICY

MoveLab Climbing Amateur sports club with limited liability

(MoveLab Climbing LLC)

Via Dante Alighieri 43/B, I-39042 Bressanone (BZ)

VAT number/Tax ID: IT03321680211

Last updated: February 11, 2026

ITALIAN VERSION

1. Introduction and Scope of Application

This Refund and Cancellation Policy (hereinafter referred to as the "Policy") governs the terms and conditions for requesting refunds and cancellations for services and products offered by MoveLab Climbing Società sportiva dilettantistica a responsabilità limitata (hereinafter referred to as "MoveLab Climbing," "we," "us," or "our").

This Policy applies to all purchases made at our facilities in Bressanone and Treviso-Silea, as well as through our website www.movelab-climbing.it. We invite all users (hereinafter "Customer" or "you") to read this Policy carefully before making any purchases.

Important: Refunds are subject to the conditions specified below and may vary depending on the type of service or product purchased.

2. Right of Withdrawal for Consumers

In accordance with the Italian Consumer Code (Legislative Decree 206/2005 and subsequent amendments), consumers have the right to withdraw from purchases made online or remotely within 14 days of the date of conclusion of the contract, without the need to provide reasons.

2.1 Exclusions from the Right of Withdrawal

The right of withdrawal does NOT apply in the following cases, as provided for in Art. 59 of the Consumer Code:

• Services already fully performed: If the sports service or climbing course has already been fully provided with the express consent of the consumer.

• Subscriptions and tickets already used: If the subscription or day ticket has already been used to access the facility even once.

• Courses and private lessons already started: If the course or private lesson has already started, unless specifically agreed with the instructor.

• Gift cards and vouchers: Gift cards and vouchers issued by MoveLab Climbing are non-refundable and cannot be exchanged for cash.

• Customized or tailor-made products: Any customized equipment or services produced at the specific request of the customer.

2.2 How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the Customer must send written notification within 14 days of the date of purchase to the email address: office@movelab-climbing.it or via certified email: movelab-climbing@pec.it.

The communication must include:

• Customer's first and last name.

• Date of purchase and confirmation/invoice number.

• Description of the service or product purchased.

• Explicit statement of your intention to exercise your right of withdrawal.

• Bank details (IBAN) for the refund.

2.3 Refund in case of withdrawal

If the right of withdrawal is exercised correctly and the service has not been used, MoveLab Climbing will refund the amount paid within 14 days of receiving the notice of withdrawal. The refund will be made using the same payment method used for the purchase, unless otherwise explicitly agreed with the Customer.

3. Refund Policy for Subscriptions

3.1 Monthly Subscriptions with Automatic Renewal

Non-refundable: Monthly subscriptions that have already been paid for are non-refundable for the current month. However, the Customer may cancel the subscription for subsequent months with at least 30 days' notice prior to the renewal date, as specified in the Terms and Conditions.

Cancellation: The cancellation request must be sent by email to office@movelab-climbing.it. The cancellation will take effect from the renewal date following the timely notification.

3.2 Prepaid Annual Subscriptions

Non-refundable: Prepaid annual passes are generally non-refundable, except in exceptional circumstances assessed on a case-by-case basis by management.

Exceptional circumstances: In the event of serious injury, prolonged illness, permanent relocation to another city, or other extraordinary circumstances that can be documented, the Customer may request a partial refund proportional to the unused subscription period. The request must be accompanied by medical documentation or other appropriate evidence. MoveLab Climbing reserves the right to evaluate each request individually and to retain an administrative fee of up to 20% of the remaining amount.

3.3 Suspension (Freeze) of Subscription

As an alternative to a refund, customers with a monthly subscription may request a temporary suspension (freeze) of their subscription for documented reasons (e.g., injury, illness, extended travel). During the suspension period, the customer will not be able to access the facility. The suspension period will be added to the total duration of the subscription. For more details on the conditions and costs of suspension, please contact reception.

4. Refund Policy for Daily Entries and Carnets

4.1 Daily Entries

Refundable before use: Daily passes that have been purchased but not yet used can be refunded up to 24 hours before the scheduled date of entry, with a 10% deduction for administrative costs.

Non-refundable after use: Once the customer has used the ticket to access the facility, no refund can be obtained.

Cancellation within 24 hours: To cancel a day pass, send an email request to office@movelab-climbing.it at least 24 hours before the scheduled entry time.

4.2 Carnet and Multiple Entries

Partially refundable: Multiple-entry passes may be partially refunded for unused entries, with a 15% deduction for administrative costs, provided that the request is submitted within 30 days of the date of purchase.

Validity: Passes have a limited validity (specified at the time of purchase). After expiration, unused admissions are no longer valid and are non-refundable.

5. Refund Policy for Courses and Lessons

5.1 Group Courses

Cancellation before the start of the course: If the customer cancels their registration at least 7 days before the start date of the course, they will receive a full refund.

Cancellation 3 to 6 days prior: 50% refund of the amount paid.

Cancellation with less than 3 days' notice or failure to attend: No refund.

Cancellation of the course by MoveLab Climbing: If MoveLab Climbing is forced to cancel a course (e.g., due to insufficient number of participants or other operational reasons), customers will receive a full refund or the option to transfer their registration to another course.

5.2 Private Lessons

Cancellation with at least 48 hours' notice: Full refund or option to reschedule the lesson at no additional cost.

Cancellation with less than 48 hours' notice: No refund. The customer will be charged for the entire lesson.

No-show: No refund. The customer will be charged for the entire lesson.

6. Refund Policy for Events and Competitions

The refund policy for events and competitions may vary depending on the nature of the event. Specific conditions will be communicated at the time of registration and included in the registration confirmation.

General guidelines:

• Cancellation more than 14 days in advance: Full refund or credit for future events.

• Cancellation 7 to 14 days in advance: 50% refund or credit for future events.

• Cancellation less than 7 days in advance: No refund.

• Cancellation of the event by MoveLab Climbing: Full refund.

7. Equipment Rental Refund Policy

Non-refundable: Equipment rental (shoes, harnesses, safety devices) is non-refundable once the equipment has been delivered to the customer.

Damage to equipment: The customer is responsible for any damage caused to the rented equipment due to negligence or improper use. In such cases, payment may be required for the replacement or repair of the damaged equipment.

8. Gift Cards and Vouchers

Non-refundable: Gift cards and vouchers issued by MoveLab Climbing are non-refundable and cannot be converted into cash.

Validity: Gift cards have a validity period specified at the time of purchase (usually 12 months from the date of issue). After expiration, the gift card is no longer valid and cannot be used or refunded.

Use: Gift cards can be used to purchase any service or product offered by MoveLab Climbing, unless otherwise specified.

9. Refund Methods and Timelines

9.1 Request for Refund

To request a refund, the Customer must send a written communication via email to office@movelab-climbing.it or via certified email to movelab-climbing@pec.it, including:

• Customer's first and last name.

• Date of purchase and confirmation/invoice number.

• Description of the service or product for which reimbursement is requested.

• Reason for the request (if applicable).

• Bank details (IBAN) for the refund.

9.2 Processing of the Refund

MoveLab Climbing will evaluate the refund request within 5 business days of receiving the notification. If the request is approved, the refund will be processed within 14 business days of the approval date.

The refund will be made using the same payment method used for the original purchase, unless otherwise explicitly agreed with the Customer (e.g., bank transfer to the specified IBAN).

9.3 Bank processing times

The time it takes for the refund to be credited depends on the customer's bank and may take up to 5-10 additional business days after MoveLab Climbing has issued the refund.

10. Exceptional Circumstances and Force Majeure

In the event of closure of the facility due to force majeure (natural disasters, health emergencies, measures taken by the authorities, etc.), MoveLab Climbing will assess on a case-by-case basis the possibility of:

• Suspend subscriptions for the period of closure, extending their validity.

• Reschedule courses and events to later dates.

• Issue credits that can be used for future services.

• Issue partial or full refunds in exceptional circumstances.

Customers will be promptly informed by email of the measures taken.

11. Changes to the Refund Policy

MoveLab Climbing reserves the right to modify this Refund Policy at any time. Changes will be posted on the website www.movelab-climbing.it and, where appropriate, communicated via email to registered users. We recommend that you check this page regularly to stay up to date.

12. Contacts

If you have any questions, require clarification, or wish to request a refund, please contact us:

MoveLab Climbing LLC

Via Dante Alighieri 43/B, I-39042 Bressanone (BZ)

Email: office@movelab-climbing.it

PEC: movelab-climbing@pec.it

Phone: [Number to be entered]

Website: www.movelab-climbing.it

ENGLISH VERSION

1. Introduction and Scope

This Refund and Cancellation Policy (hereinafter "Policy") governs the terms and conditions for requesting refunds and cancellations of services and products offered by MoveLab Climbing Società sportiva dilettantistica a responsabilità limitata (hereinafter "MoveLab Climbing," "we," "us," or "our").

This Policy applies to all purchases made at our facilities in Bressanone (Brixen) and Treviso-Silea, as well as through our website www.movelab-climbing.it. We encourage all users (hereinafter "Customer" or "you") to carefully read this Policy before making purchases.

Important: Refunds are subject to the conditions specified below and may vary depending on the type of service or product purchased.

2. Consumer Right of Withdrawal

In accordance with the Italian Consumer Code (Legislative Decree 206/2005 and subsequent amendments), consumers have the right to withdraw from online or distance purchases within 14 days from the date of contract conclusion, without providing reasons.

2.1 Exclusions from the right of withdrawal

The right of withdrawal DOES NOT apply to the following cases, as provided by Art. 59 of the Consumer Code:

• Services already fully performed: If the sports service or climbing course has already been completely provided with the consumer's express consent.

• Memberships and entries already used: If the membership or day pass has already been used to access the facility even once.

• Courses and private lessons already started: If the course or private lesson has already begun, except for specific agreements with the instructor.

• Gift cards and vouchers: Gift cards and vouchers issued by MoveLab Climbing are non-refundable and cannot be converted to cash.

• Customized or made-to-measure products: Any equipment or services customized to the Customer's specific request.

2.2 How to Exercise Right of Withdrawal

To exercise the right of withdrawal, the Customer must send written notice within 14 days from the purchase date to the email address: office@movelab-climbing.it or via PEC: movelab-climbing@pec.it.

The notice must include:

• Customer's first and last name.

• Purchase date and confirmation/invoice number.

• Description of purchased service or product.

• Explicit statement of intent to exercise the right of withdrawal.

• Bank details (IBAN) for refund.

2.3 Refund in case of withdrawal

If the right of withdrawal is properly exercised and the service has not been used, MoveLab Climbing will refund the amount paid within 14 days of receiving the withdrawal notice. The refund will be made using the same payment method used for the purchase, unless a different agreement is explicitly reached with the Customer.

3. Refund Policy for Memberships

3.1 Monthly Memberships with Auto-Renewal

Non-refundable: Monthly memberships already paid are non-refundable for the current month. However, the Customer can cancel the membership for subsequent months with at least 30 days' notice before the renewal date, as specified in the Terms and Conditions.

Cancellation: The cancellation request must be sent via email to office@movelab-climbing.it. The cancellation will take effect from the next renewal date following timely notice.

3.2 Prepaid Annual Memberships

Non-refundable: Prepaid annual memberships are generally non-refundable, except in exceptional circumstances evaluated case-by-case by Management.

Exceptional circumstances: In case of serious injury, prolonged illness, permanent relocation to another city, or other extraordinary documented circumstances, the Customer may request a partial refund proportional to the unused membership period. The request must be accompanied by medical documentation or other adequate proof. MoveLab Climbing reserves the right to evaluate each request individually and to retain an administrative fee of up to 20% of the remaining amount.

3.3 Membership Freeze

As an alternative to a refund, customers with monthly memberships can request temporary suspension (freeze) for documented reasons (e.g., injury, illness, extended travel). During the freeze period, the customer cannot access the facility. The freeze period will be added to the overall membership duration. For more details on freeze conditions and costs, please contact reception.

4. Refund Policy for Day Passes and Punch Cards

4.1 Day Passes

Refundable before use: Day passes purchased but not yet used can be refunded up to 24 hours before the scheduled entry date, with a 10% administrative fee deduction.

Non-refundable after use: Once the Customer has used the pass to access the facility, no refund is possible.

Cancellation within 24 hours: To cancel a day pass, send a request via email to office@movelab-climbing.it within 24 hours before the scheduled entry time.

4.2 Punch Cards and Multiple Entries

Partially refundable: Punch cards with multiple entries can be partially refunded for unused entries, with a 15% administrative fee deduction, provided the request is submitted within 30 days from the purchase date.

Validity: Punch cards have limited validity (specified at purchase). After expiration, unused entries are no longer valid and are non-refundable.

5. Refund Policy for Courses and Lessons

5.1 Group Courses

Cancellation before course start: If the Customer cancels registration at least 7 days before the course start date, they will receive a full refund.

Cancellation 3 to 6 days before: 50% refund of the amount paid.

Cancellation less than 3 days notice or no-show: No refund.

Course cancellation by MoveLab Climbing: If MoveLab Climbing is forced to cancel a course (e.g., insufficient participants or other operational reasons), Customers will receive a full refund or the option to transfer registration to another course.

5.2 Private Lessons

Cancellation with at least 48 hours notice: Full refund or option to reschedule the lesson at no additional cost.

Cancellation less than 48 hours notice: No refund. Customer will be charged for the full lesson.

No-show: No refund. The customer will be charged for the full lesson.

6. Refund Policy for Events and Competitions

The refund policy for events and competitions may vary depending on the nature of the event. Specific conditions will be communicated at registration and included in the registration confirmation.

General guidelines:

• Cancellation more than 14 days in advance: Full refund or credit for future events.

• Cancellation 7 to 14 days prior: 50% refund or credit for future events.

• Cancellation less than 7 days in advance: No refund.

• Event cancellation by MoveLab Climbing: Full refund.

7. Refund Policy for Equipment Rental

Non-refundable: Equipment rental (shoes, harnesses, belay devices) is non-refundable once the equipment has been issued to the Customer.

Equipment damage: The Customer is responsible for any damage caused to rented equipment due to negligence or improper use. In such cases, payment for replacement or repair of damaged equipment may be required.

8. Gift Cards and Vouchers

Non-refundable: Gift cards and vouchers issued by MoveLab Climbing are non-refundable and cannot be converted to cash.

Validity: Gift cards have a validity period specified at the time of purchase (generally 12 months from the date of issue). After expiration, the gift card is no longer valid and cannot be used or refunded.

Use: Gift cards can be used to purchase any service or product offered by MoveLab Climbing, unless otherwise indicated.

9. Refund Process and Timeline

9.1 Refund Request

To request a refund, the Customer must send written notice via email to office@movelab-climbing.it or via certified email to movelab-climbing@pec.it, including:

• Customer's first and last name.

• Purchase date and confirmation/invoice number.

• Description of the service or product for which a refund is requested.

• Reason for request (if applicable).

• Bank details (IBAN) for refund.

9.2 Refund Processing

MoveLab Climbing will evaluate the refund request within 5 business days of receiving the notice. If the request is approved, the refund will be processed within 14 business days of the approval date.

The refund will be made using the same payment method used for the original purchase, unless a different agreement is explicitly reached with the Customer (e.g., bank transfer to indicated IBAN).

9.3 Banking Timeline

Refund credit timing depends on the Customer's bank and may take up to 5-10 additional business days after MoveLab Climbing issues the refund.

10. Exceptional Circumstances and Force Majeure

In case of facility closure due to force majeure events (natural disasters, health emergencies, government orders, etc.), MoveLab Climbing will evaluate case-by-case the possibility of:

• Suspending memberships for the closure period, extending validity.

• Rescheduling courses and events to later dates.

• Issuing credits usable for future services.

• Issuing partial or full refunds in exceptional circumstances.

Customers will be promptly informed via email of measures adopted.

11. Changes to Refund Policy

MoveLab Climbing reserves the right to modify this Refund Policy at any time. Changes will be published on the website www.movelab-climbing.it and, where appropriate, communicated via email to registered users. We recommend regularly consulting this page to stay updated.

12. Contact

If you have any questions, require clarification, or wish to submit a refund request, you can contact us:

MoveLab Climbing LLC

Via Dante Alighieri 43/B, I-39042 Bressanone (BZ), Italy

Email: office@movelab-climbing.it

PEC: movelab-climbing@pec.it

Phone: [Number to be inserted]

Website: www.movelab-climbing.it

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