Effective from October 18, 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 Vinohrady branch are handled by the operator SoloGMR s.r.o., ID No. 29762073, with 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 registered office at Kurzova 2222/16, Stodůlky, 155 00 Prague 5.
All complaints are received and handled on behalf of both by GymRoom: info@gymroom.cz, +420 732 425 971.
2. How to file a complaint
Report any 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 (PDF download). You can also file a complaint without the form – in the email, state your name, reservation or order number, a description of the defect, and what method of settlement you request. A photograph will help.
3. Confirmation and deadlines
We will always confirm receipt of your complaint by email: when you filed 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 settle the complaint no later than 30 days from the date of filing, unless we agree on a longer period. We will send you a confirmation of settlement with the date and method of resolution, or in the case of rejection, also with the reasoning.
4. Methods of resolution
- remedy of the defect,
- an alternative time slot,
- a reasonable discount if the defect restricted use,
- a refund of the price if the defect made use impossible, issued using the same payment method you used.
5. When a complaint is unjustified
A complaint is unjustified 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 part.
6. Out-of-court dispute resolution
If you cannot reach an agreement with us, 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., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. It is effective from October 18, 2026.