Live demo — five different builds
FAQ 3
Live demo of the SF FAQ 3 section — five expertly-customized variations on one page.
Help centre
Jump straight to the bit you need — warranty, repairs or returns.
Warranty
How long is the warranty?
Three years on everything we sell, and five on anything we build in-house. Register within 30 days to activate it.
Does opening the case void it?
No. Upgrading RAM or swapping a drive is fine. Damage caused while doing it isn't covered, but the rest of the machine stays under warranty.
Repairs
How long will I be without it?
Five working days for most repairs. We'll lend you a machine free if it's going to be longer than that.
Will my data survive?
We image the drive before we touch anything, and hand the image back on a stick. Back up anyway — belt and braces.
Returns
Can I return an opened item?
Within 30 days, yes, as long as everything's in the box. Software licences already redeemed are the one exception.
Who pays return postage?
We do if it's faulty or wrongly described. If you've changed your mind, it's £6.95 deducted from the refund.
Everything, answered
Membership, classes and the gym floor. Pick a topic.
Membership
Is there a joining fee?
Never has been. You pay the first month and that's it — cancel any time with a month's notice.
Can I freeze my membership?
Up to three months a year, free, for any reason. Injury, travel, or you simply can't face it in January.
Sessions
How far ahead can I book classes?
Fourteen days. Popular slots go in the first hour, so set a reminder for 6am on release day.
What if I don't turn up?
Three no-shows in a month and you lose advance booking for a fortnight. Cancel two hours ahead and it doesn't count.
The gym floor
Is there a beginners' induction?
An hour with a coach, free, in your first fortnight. Not optional for the platforms — we'd rather teach you than treat you.
Box office questions
Tickets, access and what happens on the night itself.
Tickets
Are tickets transferable?
Yes — change the name free up to 24 hours before doors. After that bring the original booking confirmation.
What if a show is cancelled?
Automatic refund to the original card within five working days, booking fee included. You don't need to ask.
On the night
What time do doors open?
An hour before the advertised start for standing shows, thirty minutes for seated. Support usually plays 45 minutes in.
Is the venue accessible?
Step-free throughout, a platform with twelve wheelchair spaces, and a free companion ticket. Book those by phone.
Can I bring a camera?
Phones yes, anything with a detachable lens no. Some artists set their own rules and we'll flag those on the ticket.
Trade counter FAQs
Accounts, terms and getting it to site before the gang arrives.
Trade accounts
How do I open an account?
Two trade references and a VAT number. Approved in about 48 hours, and you'll have a card the same week.
What are the payment terms?
Thirty days from statement, not invoice. Settle within ten and there's a 2.5% early settlement discount.
Delivery to site
Can you deliver before 7am?
On the 6am run, yes, if the site can take it. Anything over a tonne needs a HIAB and 24 hours' notice.
Do you take back unused materials?
Full-price credit on anything unopened within 60 days, minus a 15% restocking fee on special orders.
Planning your trip
Payments, insurance, group sizes and how hard the walking really is.
Before you travel
When is the balance due?
Eight weeks before departure. We email twice beforehand and never take it automatically without telling you.
Do I need travel insurance?
Yes, and we check the policy number before issuing tickets. Trips involving altitude need specific cover.
On the trip
How big are the groups?
Twelve people maximum, usually nine or ten. Two guides on anything technical, always.
What if I want a single room?
Available on every trip for a supplement. Say so at booking — we can rarely add one later.
How fit do I need to be?
Every trip has a grade from one to five with the daily distances and ascent spelled out. Grade three is a comfortable day's walking.