Complaints and refunds

What this covers

What you buy on this site — credits — and the training you spend them on. It sits beside the terms and conditions: where those describe how cancelling a booking works day to day, this one describes your statutory rights and how to use them.

It is written for consumers. If you bought in the course of a business of your own, the withdrawal right below does not apply to you; the rest does.

Withdrawing within 14 days

You bought at a distance, so you may withdraw from the purchase within 14 days of paying, without giving a reason. Write to office@vaquatics.cz and say so — there is no form to fill in.

We refund a purchase in full, at what you paid for it, as long as none of its credits has been spent. Once a credit from the purchase has been spent on a session that has taken place, that training was delivered and the purchase can no longer be withdrawn from.

A purchase that brought your expired credits back to life cannot be withdrawn from either: those credits were returned to your balance the moment you paid.

A session already booked for a stated date is a leisure service under § 1837(j) of the Civil Code, which puts it outside the withdrawal right. Cancel it under the cancellation rules in the terms instead — do it in time and the credits come back to your balance anyway.

Credits that have already expired cannot be withdrawn from: the 14 days close long before their validity does.

When a session is not what it should be

If we cancel a session, the credits return to your balance in full and we offer a replacement date where we can. You do not have to complain to get that; it is automatic.

If a session went ahead but was materially not what was promised — no coach, a pool that turned out to be closed, a lesson cut short for a reason on our side — tell us and we will put it right, by returning the credits or by giving you a replacement session.

Raise it as soon as you reasonably can, and no later than six months after the session. The sooner it reaches us, the more of it we can still check.

How to complain

Write to office@vaquatics.cz, or by post to V Aquatics Swimming Academy, z.s., Vaníčkova 100/6, Břevnov, 169 00 Praha 6.

We confirm we have your complaint within three working days, and we settle it — including putting right whatever needs putting right — within 30 days of receiving it, as § 19(3) of the Consumer Protection Act requires. Longer than that only by agreement with you.

To settle it quickly, tell us:

• who you are and which account it concerns;
• which session, or which payment;
• what went wrong;
• what you would like us to do about it.

How money comes back

Money goes back the way it came: to the card or the account the payment came from, through the same gateway. We do not refund in cash and cannot send a refund to a different card.

We send it within 14 days of accepting a withdrawal or a complaint that ends in money back. How long it then takes to appear is between you and your card issuer, usually a few working days.

A refund is accompanied by a credit note, issued to the details the original tax document was issued to.

Where the outcome is credits rather than money — a session we cancelled, a late cancellation someone else picked up — they are back on your balance immediately and there is nothing to refund.

If we cannot agree

If a complaint cannot be settled between us, you have the right to an out-of-court resolution. The competent body is the Czech Trade Inspection Authority — Česká obchodní inspekce, Ústřední inspektorát, oddělení ADR, Gorazdova 1969/24, 120 00 Praha 2, adr.coi.cz, adr@coi.cz.

The procedure is free for you and you are the one who starts it. You have to have raised the complaint with us first without reaching agreement, and you can start it for one year from that point.

None of this stops you going to court instead, and none of it takes away any right the law gives you.