Refund and Claims Policy

  • INTRODUCTORY PROVISIONS
    • For the purposes of these complaints procedures (hereinafter referred to as "the„Complaints procedure“"), unless otherwise stated, the terms used shall be interpreted as defined in the General Terms and Conditions for the Provision of Services and Sale of Goods 77 NEXT LEVEL FITNESS (hereinafter referred to as "„Terms and Conditions“"), of which this complaint procedure is an integral part.
    • The service provider and seller of goods is the company: CITYFITNESS sro, with its registered office at Zuzany Chalupovéj 8, 851 07 Bratislava – Petržalka, Company ID: 54 992 443, Tax ID: 2121861148, VAT ID: SK2121861148, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No.: 165113/B, email: info@77fitness.sk (hereinafter referred to as "„Merchant“).
    • This complaint procedure has been drawn up in accordance with Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts (hereinafter referred to as the "Act").„ZoOS“") and Act No. 40/1964 Coll. Civil Code, as amended. The Complaints Procedure is published in each Operation in a visible place, as well as on the Website and in the Application.
    • The subject of a complaint under these Complaints Procedure may be Goods purchased from the Retailer or a Service provided by the Retailer within the scope of the activity of operating fitness centers and selling Goods under the common brand name "77 NEXT LEVEL FITNESS" in accordance with the GTC.
    • The Complaints Procedure regulates the manner of exercising consumer claims (hereinafter referred to as "the„Consumer“" or "„Client“") arising from the Merchant's liability for defects in Goods or Services that were purchased in person or online from the Merchant.
  • FILING A COMPLAINT
    • The Retailer undertakes to designate a person responsible for handling complaints (hereinafter referred to as the "Complaints Handler") at the Retailer's premises for the purposes of handling complaints in accordance with this Complaints Procedure.„Responsible person“).
    • If the Client discovers that the Goods or Services provided by the Retailer may be the subject of a complaint, he/she is entitled to file a complaint immediately, without undue delay, at the Retailer's business premises (all 77 NEXT LEVEL FITNESS Stores), by email at info@77fitness.sk or in writing at the address of the Merchant's registered office.
    • In the event of an oral complaint being filed at the Facility, the Responsible Person is obliged to draw up a so-called complaint protocol with the Client, which represents a confirmation of receipt of the complaint, stating all objective circumstances of the complaint (hereinafter referred to as the "Complaint Protocol").„Complaints protocol“).
    • When making a complaint, the Client is obliged to submit proof of payment for the Goods or Services.
    • When making a complaint, the client is obliged to state the subject and reason for the complaint in a demonstrable factual manner.
    • If the client provides the Responsible Person handling complaints with supporting documents related to the complaint, these facts will be stated in the Complaints Protocol.
    • The complaint protocol shall be signed by the Trader or the Responsible Person. The Client shall receive the complaint protocol, and shall confirm receipt and agreement with the content of the complaint by signing it. The complaint protocol must contain: the Client's name and contact details, including the e-mail address to which information about the complaint will be sent, a description of the defect, the manner in which the defect manifests itself, the requested method of complaint resolution, the date and signature of the Client.
    • In cases where the complaint is assessed as fully or partially justified, the complaint is resolved by removing the defect free of charge or by providing a replacement Service, or by providing an appropriate discount on the price of the Service. In the case of defective Goods, the Client is entitled to have the defect removed by repairing or replacing the Goods, the right to an appropriate discount on the purchase price of the Goods, or the right to withdraw from the Contract.
    • The Client has the right to choose to have the defect removed by replacing the item or repairing the item. The Client may not choose a method of removing the defect that is not possible or that would cause the Trader disproportionate costs compared to the other method of removing the defect, taking into account all the circumstances, in particular the value that the item would have without the defect, the severity of the defect and whether the other method of removing the defect would cause the Trader significant difficulties.
    • Filing a complaint on site, if objectively possible, will enable the immediate removal of deficiencies and defects and therefore the complaint will be resolved immediately, in justified cases within 3 days. If this is not possible, in particular if a more complex technical assessment of the condition of the Service or Goods is required, the Client will be notified of the method of handling the complaint no later than 30 days from the date of filing the complaint. The deadline for assessing the complaint and possible removal of defects in the Service/Goods is stated in the Complaint Protocol.
    • In cases where the complaint is considered unfounded, the Broker is obliged to inform the Client in writing of the reasons for rejecting the complaint.
  • REASONS FOR REJECTING A COMPLAINT
    • The Client is obliged to file a complaint without undue delay from the moment he subjectively learned that the Goods or Services provided by the Trader may contain a defect that gives rise to the right to file a complaint. The Client may exercise rights under liability for defects only if he has reported the defect within two months of discovering the defect, and no later than two years from the delivery of the Goods or Services.
    • The use of Services of a lesser scope or quality caused by the Client himself or a third party cannot be considered an incorrectly provided Service.
    • In the event of defects in the Goods or Services due to force majeure, the Client does not have the right to make a complaint.
    • A change in the properties of the Goods that occurred during the warranty period as a result of wear and tear, improper use or use contrary to the purpose for which the Goods are intended, inappropriate or neglected basic maintenance, or improper intervention by the Client or a third party cannot be considered a defect of the Goods.
  • CLAIMS FROM A LICENSED COMPLAINT
    • If the Client exercises the right to make a complaint about Goods or Services that have already been provided by the Trader or are being provided at the time of exercising the right, the Trader or the Responsible Person is obliged to decide on the complaint after taking into account the objective facts of the case.
    • When assessing a complaint submitted by the Client, the Trader is always obliged to make a proper record of the complaint's handling (Complaint Protocol).
    • The process of assessing and handling the complaint will be carried out in accordance with Article 3 of these Complaints Procedures.
    • After withdrawing from the Contract, the Merchant will refund the Client the price of the claimed Service or Goods no later than 14 days from the date of return of the Goods to the Merchant or after proving that the Client sent the item to the Merchant, whichever occurs first.
    • The Merchant shall refund the price of the claimed Service or Goods to the Client or pay him a discount on the price in the same way that the Client used to pay the price, unless the Client expressly agrees to another method of payment. All costs associated with the payment shall be borne by the Merchant.
  • CUSTOMER COOPERATION IN HANDLING A COMPLAINT
    • The Client is obliged to provide the Retailer with cooperation in handling the complaint, consisting mainly in providing additional information, submitting documents proving the legitimacy of the defect in the Goods or Service, and others.
    • The Client acknowledges that failure to cooperate in the process of handling a complaint with the Retailer may result in an incorrect assessment of the complaint.

The complaints procedure is valid from 01.10.2025