Complaints
Notice on how to file a written complaint (Article 10 of the Croatian Consumer Protection Act), last updated: 8 October 2026.
Your right to complain
If you are not satisfied with the service, a charge or the conduct of The CODE studio, you have the right to file a written complaint with the trader Gym&Acro, sports services sole proprietorship, owner Roko Lozić, Rovinjska ulica 3, 10000 Zagreb, OIB (tax no.) 85792875234. Filing a complaint is free and does not affect any other rights you have under the law.
How to file a complaint
You can file a written complaint in any of these ways: • by e-mail to info@thecodegym.com • by post to Gym&Acro, Rovinjska ulica 3, 10000 Zagreb, Croatia • in person at the studio at the same address; the studio runs without permanent staff, so arrange the handover by e-mail or on +385 91 395 2442.
What to include
Your name, the e-mail address you registered with, the order number or the date and time of the session, a description of the problem and the solution you propose (e.g. a replacement session, a credit or a refund). If you have the payment confirmation or the invoice, quote their number or attach them.
Deadlines and reply
We confirm receipt of a complaint in writing without delay. We reply in writing within 15 days of receipt at the latest, and the reply clearly states whether we accept the complaint as justified. If we accept it, we also state how and by when it will be resolved; money is refunded only to the debit/credit card used for the payment.
Disputing a debit/credit card charge
If you believe a debit/credit card charge is wrong (e.g. you were charged twice), please contact us first at info@thecodegym.com with the order number; we will check the transaction with the payment service provider Monri Payments. This does not affect your right to dispute the transaction with the bank that issued your card.
Out-of-court dispute resolution
If a dispute is not resolved through the complaint, you can turn to a consumer alternative dispute resolution body. For traders that are sole proprietorships these include, for example, the Mediation Centre of the Croatian Chamber of Trades and Crafts (Ilica 49/II, Zagreb, mirenje@hok.hr) and the Court of Honour of the Croatian Chamber of Trades and Crafts (Ilica 49/II, Zagreb, sud-casti@hok.hr); the full list is published on the gov.hr portal under "Rješavanje sporova". In our reply to a complaint we will state whether we agree to such a procedure. You can always also turn to the State Inspectorate or the competent court.