Valid from 18 October 2026
This is a translation. The original is the Czech version, which prevails in case of any discrepancy.
1. Who processes complaints
Complaints regarding the rental of the GymRoom Studio Nusle branch, as well as complaints concerning credits, vouchers, training sessions, and user accounts, are handled by GymRoom CZ s.r.o., Company ID (IČO): 21136947, with registered office at Kurzova 2222/16, Stodůlky, 155 00 Prague 5.
We accept complaints at 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 the complaint by email to info@gymroom.cz, preferably using the complaint form (downloadable PDF). You can also make a complaint without the form – in your email, please state your name, reservation or order number, a description of the defect, and your requested method of resolution. Photographs are helpful.
3. Confirmation and deadlines
We will always confirm receipt of your complaint by email: 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 resend it 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 period. We will send you confirmation of the resolution with the date and method of settlement, including justification in the event of rejection.
4. Methods of resolution
- rectification of the defect,
- an alternative date/time,
- a reasonable discount, if the defect limited use,
- a refund of the price, if the defect prevented use, via the same payment method you used.
5. When a complaint is unjustified
A complaint is not justified if the defect was caused by the client or their guests, or if the client did not use the reservation for reasons on their part.
6. Out-of-court dispute resolution
If we do not reach an agreement, you may contact the Czech Trade Inspection Authority, www.adr.coi.cz.
7. Final provisions
This Complaints Procedure is 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 is effective from 18 October 2026.