This document is valid from 1 September 2026.
of the company SoloGMR s.r.o., with registered office at Příčná 1892/4, Nové Město (Prague 1), 110 00 Prague, Company ID (IČO): 29762073.
Basic Provisions
This complaints procedure contains information about your rights arising from defective performance and further conditions for asserting these rights in connection with the services provided by us - SoloGMR s.r.o., with registered office at Příčná 1892/4, Nové Město (Prague 1), 110 00 Prague, Company ID (IČO): 29762073, based on the service agreement concluded with you. The provision of services is governed by the provisions of the Civil Code No. 40/1964 Coll. This complaints procedure governs the manner of asserting the client's claims arising from liability for defects in the service provided (complaints) and their handling. Clients are not entitled to rights arising from defective performance if they themselves caused the defect, in particular by breaching the terms and conditions, house rules, or legal regulations.
Rights Arising from Defective Performance
The client is not entitled to rights arising from defective performance if they themselves caused the defect in the service provided. Where SoloGMR s.r.o. is liable for defects limiting the operation of the service provided, the client has the right to assert rights arising from defective performance. In the case of a defect limiting the service provided, the client has the right to a reasonable discount from the original price. In the case of a defect that prevents the service from being provided at all, the client has the right to a refund of the entire amount. A defect is asserted in time if the written complaint is sent to the lessor no later than the second day after the defect occurred. If this is done later, the client is not entitled to a discount, refund, or withdrawal from the agreement.
Making a Complaint
The client is entitled to make a complaint regarding defects to the lessor in written form. Matters concerning rights from defective performance are handled at info@gymroom.cz. The lessor is obliged to confirm receipt of the complaint in writing without undue delay and to decide on the manner of handling the complaint within 30 days. In the complaint, the client shall describe the defect or state how it manifests itself. Where possible, the client shall also substantiate the subject of the complaint with factual evidence.
Grounds for Rejecting a Complaint
The client is obliged to assert a complaint immediately, without undue delay, otherwise the right to make a complaint expires. Reduced use of services caused by the client themselves cannot be considered a defectively provided service. Likewise, defective provision of services due to force majeure does not apply - including interruptions in electricity supply to the extent that no claim for compensation arises against the electricity supplier. In such cases, the complaint will be rejected.
Claims Arising from a Justified Complaint - Handling of Complaints
If the client asserts a right arising from liability for defects in services that are being or have already been provided to them, the company SoloGMR s.r.o. is obliged, after the necessary examination of the factual and legal circumstances, to decide on the complaint. The company SoloGMR s.r.o. may handle asserted complaints up to the amount of the admission fee paid, by providing replacement performance of the same value. When assessing the justification of the client's assertion of a right arising from liability for defects, the authorized person is obliged to ensure a proper record of the handling of the complaint. Rights arising from liability for defects asserted by the client exceeding the above-mentioned scope are handled by SoloGMR s.r.o. within a period of 30 days. The time required for expert assessment of the defect is not included in this period. The complaint must be handled no later than 30 days from the date the client asserted the complaint, unless a longer period is agreed with the client.
Customer Cooperation in Handling Complaints
The client is obliged to provide the necessary cooperation to resolve the complaint, in particular to provide information, submit documents proving the factual situation, specify their requirements as to grounds and amount, etc. Where the nature of the matter so requires, the client must allow SoloGMR s.r.o., as the provider of the relevant services, to satisfy itself of the justification of the complaint.
Methods of Handling a Complaint
In cases where a complaint is assessed as wholly or partly justified, the handling of the complaint consists of free removal of the defect, provision of a replacement service, and, by agreement, the possible provision of a reasonable discount from the price. In cases where a complaint is assessed as unjustified, the client is informed in writing of the reasons for rejecting the complaint.
Other Provisions
In all other respects, the provisions of generally binding legal regulations shall apply, in particular the Civil Code, the Commercial Code, and the Consumer Protection Act, as amended.
Final Provisions
This Complaints Procedure is an annex to and an integral part of the terms and conditions which, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended, govern the contractual relationship between the company SoloGMR s.r.o. and clients.
This Complaints Procedure enters into force and effect on: 1 September 2026.