Policies & Procedures
GENERAL INformation
All registrations are processed on a first-come, first-serve basis.
Pre-registration is required for all sessions.
Fees are to be paid in full at the time of registration
Gravity MTB reserves the right to make cancellations or changes as necessary based on operational requirements. In the event of a Gravity MTB cancelled program or service, Gravity MTB will provide an alternative day/time for the missed programs or service. Gravity MTB will endeavor to provide the most beneficial offering for clients but recognizes that this may not suit all registrants and thus is out of our control.
Please read registration confirmations carefully for information on dates, times, how to be prepared, etc. These will arrive via text message 23 hours before the program or service.
Gravity MTB will not pro-rate or refund for missed sessions due to daily life occurrences such as colds, school events, or forgotten sessions etc.
registered Program CANCELLATIONS
Staff are hired and scheduled based on registration numbers and rider levels for programs each season. The number and type of coaches' scheduled is directly related to our registrants.
Cancellations received 30+ days prior to the program or service start date will receive a full refund, less $30 admin fee*. Or a full credit to be used within that same year and no admin fee.
Cancellations received 15-29 days prior to the program or service start date will receive a 75% refund, less $30 admin fee*. Or a 75% credit to be used within that same year and no admin fee.
Cancellations received 7-14 days prior to the program or service start date will receive a 50% refund, less $30 admin fee*. Or a 50% credit to be used within that same year and no admin fee.
No refunds OR credits will be issued for cancellations within 7 days of the program or service start date or for missed sessions during the program.
A prorated credit less $30 admin fee will be given for cancellations due to medical reasons with a doctor’s note.
Should a rider sustain an injury during their program/session, they will receive a pro-rated credit to be used for a future program. This credit is typically offered within a year of the injury date but can be extended due to extenuating circumstances. Each situation is managed on a case by case basis.
Refunds and credits will not be approved after a program has ended.
SUSPENSION SERVICE GUARANTEE AND RETURN POLICY
Gravity MTB Service Standards
At Gravity MTB, we are committed to providing high-quality suspension maintenance and tuning. This policy outlines our commitment to the performance of your equipment and the procedures for addressing any service-related concerns.
1. Service Guarantee
Gravity MTB guarantees all suspension service work for a period of 30 days from the date of service. This guarantee specifically covers:
Labor performed by our certified technicians during the service interval.
New parts and components installed during the service (e.g., seals, wipers, internal hardware).
Please note that this guarantee does not extend to normal wear and tear experienced during regular riding, damage resulting from abuse or crashes, or issues arising from improper maintenance post-service.
2. Warranty Claims and Inspections
If you experience performance issues or technical concerns within the 30-day guarantee period, please contact us immediately to arrange a formal inspection at our facility.
Resolution: If a defect in workmanship or a failure of a replaced part is identified during the inspection, Gravity MTB will rectify the issue at no additional cost to the customer.
Reporting: Issues must be reported to the service manager within the specified window to remain eligible for coverage.
Service Process Flowchart
Customer initiates request.
Gravity MTB inspects components.
Determination of coverage (Warranty vs. Paid Service).
Resolution (Repair/Replace or Quote/Return).
3. Exclusions and Limitations
To maintain the integrity of our service standards, the following exclusions apply:
Modifications: This guarantee is void if the suspension parts have been modified, disassembled, or altered by any party other than a Gravity MTB technician after the initial service.
Misuse/Neglect: Claims resulting from misuse, neglect, or use outside of the manufacturer’s intended parameters will not be covered.
Logistics: While we stand by our workmanship, all shipping costs associated with returning suspension components for warranty inspection or service are the sole responsibility of the customer.
4. Policy Acceptance
By authorizing service at the Gravity Garage, clients acknowledge and agree to these terms.
Garage Gym Experience
Gravity MTB is Comox Valley’s Mountain Bike Gym! We serve the mountain bike community in the Comox Valley as well as many other clientele. We are a very small gym and offer a boutique experience to our members and pass holders. A maximum of 1:6 ratio is provided in all coached classes which enable us to offer a very in-depth instruction to all athletes who participate in our classes. Our open gym - non coached sessions has a 3 person max capacity. We ensure every person we “touch” has an exemplary experience.
Rhinofit general information
Use the RhinoFit App to add yourself to classes or open gym.
If you add yourself to multiple classes/open gyms/waiting lists you are required to monitor these bookings. If you get into multiple classes you are required to remove yourself from the classes you do not plan to attend.
Classes/Open Gym are bookable 2 weeks in advance of the current date and exact class/open gym time.
Less than 1 hour before a class or open gym start time please call Gravity MTB at 250 919 3953 to be added to a class/open gym.
If you need to cancel a booked daytime (9:30am - 6:30pm) class/open gym please do so 2 hours prior to the class time.
If you need to remove yourself from a 6am, 7am or 8:00am class/open gym you are required to delete your class booking by 8:00pm the night prior to the class.
If due to unforeseen circumstances you are unable to remove yourself from the class/open gym by 8:00pm the night prior please contact thegarage@gravitymtb.ca
Rhinofit Class/Open Gym No-Show Policy
In the event that you are a no-show at class/open gym and have not communicated with thegarage@gravitymtb.ca Gravity MTB Garage gym will remove a punch from your punch card or in the case of a membership add a charge to your account for the missed class.
In the event of either of the following situations the Gravity MTB Garage Gym reserves the right to put your membership on hold. You will be informed of this hold period by email. The hold will last for 1 week with no reimbursement of funds or extension of membership.
You no-show for more than 3 classes in a month period of time.
You abuse the waiting list option and get into more than 1 class or open gym per day for more than 3 days in a month period of time.
Demo Bike Booking, Cancellation and Use Policies
Thank you for choosing Gravity MTB for your bike demo experience. To ensure the best experience for all our riders, please adhere to the following policies:
Booking Procedures
All demo bike bookings must be made in advance via our online booking system - payment is required at the time of booking.
Please ensure all rider details, including height and weight, are accurate to allow our team to properly prepare your bike.
Same-day bookings are subject to bike availability and must be confirmed by calling our shop directly. Please note that availability cannot be guaranteed for walk-ins.
Cancellation and Rescheduling
Cancellations: If you need to cancel your booking, please provide at least 48 hours' notice to receive a full refund less at $15 administration fee. Cancellations made within 48 hours of your booking start time will forfeit the full rental fee.
Rescheduling: We understand plans change. Please request to reschedule at least 24 hours before your booking time. Requests made inside the 24-hour window may be subject to the $15 admin fee or treated as a cancellation.
Please email thegarage@gravitymtb.ca for all cancellation or rescheduling requests.
No-Show Policy
In the event that you are a no-show for your scheduled demo without prior communication, you will be charged the full rental fee.
Unforeseen Circumstances
We understand that life happens. Please contact thegarage@gravitymtb.ca as soon as possible if you face an unavoidable conflict, and we will do our best to accommodate you.
Pick-up and Drop-off Times
The standard demo bike rental period is from 10:00 am to 4:00 pm.
Accidental Damage Protection
Accidental Damage Protection is available for $31.50 (including GST).
This coverage is recommended for all bookings but is MANDATORY for all overnight bookings (analogue bikes only overnight).
This coverage is MANDATORY for clients transporting bikes on/in a vehicle.
Bike Transportation
Customers are responsible for the safe and secure transport of demo bikes.
Please ensure that any bike racks used are compatible with the specific bike model.
Use of tailgate pads is mandatory to avoid potential frame damage when using a truck for transport.
Locations Not Permitted
Bikes (analogue or ebike) are not permitted to be used in the bike park at Mt Washington - lift access runs.
MERCHANDISE REFUND POLICY
Gravity MTB is committed to ensuring you are satisfied with your apparel and gear. This policy applies to all merchandise, including apparel, accessories, and swag such as T-shirts, sweatshirts, hats, and toques.
Returns and Windows
Eligible items may be returned within a 30-day window from the original date of purchase. To be eligible for a return, items must be:
Unworn, unused, and unwashed.
In their original condition with all tags still attached.
In the original packaging.
Requirements
A receipt or valid proof of purchase is mandatory for all returns and exchanges.
Return Options
Upon approval of your return, you may select one of the following options:
Exchange: An exchange for another item of equal value.
Credit: A full credit placed on your account to be used toward a future merchandise purchase or any Gravity MTB program registration.
Full Refund: A full refund issued to the original payment method. Please note that refunds typically take 7–10 business days to process and appear on your statement.
Exclusions
Please note that the following items are non-refundable and final sale:
All items purchased on sale or at a discount.
Gift cards.