Terms and complaints policy

Aleš Kocián, company ID (IČ) 73090301, registered at Ortenovo náměstí 929/31, 170 00 Praha 7. I'm self-employed and not a VAT payer.

E-mail ales@kocianales.cz, phone and WhatsApp +420 775 585 855, or the contact form.

• Personal training session, usually 60 minutes. The price includes preparing and evaluating your plan, and for the first session also the initial measurement and movement assessment.
• Training for two, the price is for the pair together.
• Training plan for training on your own.
• Gift voucher for a session.

Current prices are in the price list. A booked session costs what it cost on the day you booked it. Group classes at Form Factory are paid to the club, not to me.

You can book through the booking form, by phone, by message or in the client portal. The contract is made when I confirm the date.

You can pay after the session, or in advance for several sessions, by bank transfer using the QR code in the client portal or on the invoice.

You can cancel or move a session free of charge up to 24 hours before it starts, in the client portal or by message.

If you cancel later or don't come, I don't charge for the session. Please let me know as soon as you can, though, so I can offer the time to someone else.

If I have to cancel a session, I'll offer you another date, and if it does not suit you, I'll refund whatever you paid for it in advance.

If you stop training and have prepaid sessions left, write to me. I handle refunds for unused sessions individually.

If you paid for a service remotely, for example a gift voucher on the website, you can as a consumer withdraw from the contract within 14 days of payment, as long as the session hasn't started. Just send me an e-mail. I'll refund the money within 14 days, the same way you paid.

A voucher is valid until the date printed on it, which is normally 3 months from issue. Book a session before then. After that date the voucher expires.

If a session didn't go as agreed, or there's a mistake in a payment, write to me at ales@kocianales.cz without undue delay after you notice it. Describe what happened and include the date of the session or payment.

I'll confirm by e-mail that I have received your complaint and settle it within 30 days at the latest. A justified complaint is settled with a replacement session or a refund, whichever suits you.

If we can't agree, you can as a consumer turn to the Czech Trade Inspection Authority, which handles out-of-court dispute resolution, adr.coi.cz.

How I handle your data is described on the Privacy page.

These terms are governed by Czech law. I may change them, but a session that is already booked is covered by the terms valid on the day you booked it.