Welcome to the CityROCK Membership help centre!

If you’re here, something in your membership life needs a little attention — whether that’s hitting pause, saying goodbye (we won’t take it personally… much), or just sorting out the admin bits that keep everything running smoothly.

Pop in your request below and our team will jump on it as quickly as humanly possible (usually within 2 business days, unless the setting is particularly strong that week). The more detail you give us, the faster we can sort things out and get you back to what really matters: climbing, not admin.

Before you pack away your climbing shoes, remember that you also have the option to freeze your membership. You can pause your debit order membership for 1 to 6 months, giving yourself some breathing room without saying goodbye completely.

That said, if it’s time to move on, we understand and are happy to help with your cancellation request.

Terms and Conditions for Cancellation:

  • Debit order cancellations require one calendar month's notice. If you cancel during the month, your next-due debit order will still apply, and your contract will terminate at the end of the following month. Final debit may still be processed depending on billing cycle.
  • Your cancellation is active only after you receive an email confirmation and a corresponding reference number.
  • Memberships require a three-month commitment period (three debit order payments), after which you may cancel or freeze the membership.

The earliest you can freeze your membership is from the first of following month.

Terms and Conditions for Freeze:

  • Memberships may be frozen once per calendar year for a period of between 1 and 6 months. Each freeze must be for a minimum of one full calendar month.
  • Debit order freezes require one calendar month's notice.
  • Your freeze is active only after you receive an email confirmation and a corresponding reference number.
  • Freezes will automatically reactivate on the next indicated due date.
  • Memberships have a three-month commitment period (three debit order payments), after which the membership may be frozen.

Whether you’d like to update your membership, switch to a different membership type, or simply have a question, we’re here to help.

A few things to note:

Student Memberships: To change to a Student Membership, we’ll need a valid proof of studies from a recognised educational institution.

Couples Memberships: Our Couples Membership is designed for two people in a romantic relationship who live together in the same household. To qualify, both members will need to provide proof of identification and proof of residence confirming the same address.

Simply submit your request above, and attach any relevant documents below.


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