Valid from 18 October 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 Nusle branch, as well as complaints regarding credits, vouchers, training sessions, and user accounts, are handled by GymRoom CZ s.r.o., ID No. (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, preferably directly on site. Send the complaint by email to info@gymroom.cz, ideally using the complaint form (downloadable PDF). You can also make a complaint without the form – include your name, reservation or order number, a description of the defect, and your requested method of resolution in the email. A photograph will help.
3. Confirmation and Deadlines
We will always confirm receipt of the complaint via email: when you submitted it, its content, and your requested method of resolution. If you do not receive a confirmation within 2 business days, the complaint probably 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 period. We will send you a confirmation of the resolution with the date and method of settlement, including justification in case of rejection.
4. Methods of Resolution
- defect rectification,
- alternative date/time,
- a reasonable discount if the defect restricted use,
- a refund of the price if the defect prevented use, via the same payment method originally 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 did not use the reservation due to reasons on their end.
6. Out-of-Court Dispute Resolution
If we cannot reach an agreement, you may contact the Czech Trade Inspection Authority, www.adr.coi.cz.
7. Final Provisions
The Complaints Procedure is part of the General Terms and Conditions and is governed by Act No. 89/2012 Coll., Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. It is effective from 18 October 2026.