Valid from October 18, 2026
This is a translation. The original is the Czech version, which prevails in case of any discrepancy.
1. Who Handles Complaints
Complaints regarding the rental of the GymRoom Smíchov branch are handled by the operator Dio Gym Smíchov, s.r.o., ID No. 29510422, with its registered office at Příčná 1892/4, Nové Město, 110 00 Prague 1. Complaints regarding credits, vouchers, training sessions, and user accounts are handled by GymRoom CZ s.r.o., ID No. 21136947, with its registered office at Kurzova 2222/16, Stodůlky, 155 00 Prague 5.
All complaints are accepted and handled on behalf of both entities by GymRoom: info@gymroom.cz, +420 732 425 971.
2. How to File a Complaint
Report the defect without undue delay after discovering it, ideally right on the spot. Send your complaint by email to info@gymroom.cz, preferably using the complaint form (downloadable PDF). You can also file a complaint without the form – in your email, please provide your name, reservation or order number, a description of the defect, and your requested method of resolution. Attaching a photo will help.
3. Confirmation and Deadlines
We will always confirm receipt of your complaint by email: stating when you submitted it, what its content is, and your requested method of resolution. If you do not receive confirmation within 2 business days, the complaint likely did not reach us – please send it again or call +420 732 425 971. We will resolve the complaint no later than 30 days from its submission, unless we agree on a longer timeframe. Upon resolution, we will send you a confirmation specifying the date and method of resolution, and in the case of rejection, the reasons for it.
4. Methods of Resolution
- rectification of the defect,
- replacement date,
- a reasonable discount if the defect restricted use,
- a refund if the defect made use impossible, issued using the same payment method you used.
5. When a Complaint Is Not Justified
A complaint is not justified if the defect was caused by the client or their guests, or if the client failed to use the reservation for reasons on their own part.
6. Out-of-Court Dispute Resolution
If we are unable to reach an agreement, you may contact the Czech Trade Inspection Authority, www.adr.coi.cz.
7. Final Provisions
This Complaints Procedure is an integral part of the General Terms and Conditions and is governed by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. It takes effect on October 18, 2026.