Refund Policy

REFUND AND CANCELLATION POLICY MoveLab Climbing S.S.D.A.R.L. Last updated: 11 February 2026 1. Scope This policy governs refunds and cancellations for services and products purchased at MoveLab facilities or through www.movelab-climbing.it. 2. Right of withdrawal Consumers may withdraw from online or distance purchases within 14 days where required by Italian law, except for services already fully performed, used memberships or entries, courses already started, gift cards, and custom products. To request withdrawal, the customer must write to office@movelab-climbing.it or movelab-climbing@pec.it with purchase details and bank information. 3. Memberships Monthly memberships are not refundable for the current month, but they can be cancelled for future renewals with at least 30 days notice. Prepaid annual memberships are generally non-refundable, except in documented exceptional situations such as serious injury, prolonged illness, or permanent relocation. 4. Day passes and punch cards Unused day passes may be refunded up to 24 hours before the scheduled entry, minus a 10% administrative fee. Unused punch-card entries may be partially refunded within 30 days of purchase, minus a 15% administrative fee. 5. Courses and private lessons Group courses cancelled at least 7 days before the start date receive a full refund; cancellations closer to the start date may receive partial or no refund. Private lessons cancelled at least 48 hours in advance may be refunded or rescheduled. 6. Events and competitions Specific conditions may vary by event, but in general MoveLab offers full or partial refunds depending on the cancellation window. If MoveLab cancels the event, a full refund is granted. 7. Equipment rental and gift cards Equipment rental is not refundable once the gear has been issued. Gift cards are non-refundable and cannot be converted into cash. 8. Refund timing Refund requests are evaluated within 5 business days. If approved, they are usually processed within 14 business days using the original payment method unless otherwise agreed. 9. Force majeure In case of extraordinary events such as natural disasters, health emergencies, or government closures, MoveLab may suspend memberships, reschedule activities, issue future credit, or grant partial or full refunds depending on the circumstances. 10. Changes and contacts MoveLab may update this policy at any time by publishing the changes on the website. For questions or requests, contact office@movelab-climbing.it or movelab-climbing@pec.it.