General Terms and Conditions

These General Terms and Conditions (the "Terms") set out the basic conditions under which the company:

Company name: RKR Estate Group, s. r. o.Company ID (IČ): 11731362Registered office: Varšavská 715/36, 120 00 Prague, Czech RepublicE-mail: info@rockspa.czPhone: +420 773 972 699(the "Operator")

provides the use of private relaxation spaces at all of the Operator's premises listed on the website www.rockspa.cz.

The contract for the use of a private relaxation space is concluded between the Operator and the client interested in using the space (the "Client").

1. Conclusion of the Contract

The Operator provides the Client with a private relaxation space on the basis of an order (reservation of the space) or the purchase of a voucher via the online order form on the website www.rockspa.cz.
As part of the online order, the Client selects the premises, the specific scope of use of the private relaxation space according to the Operator's current offer (the "Service") and one of the available dates, or purchases a voucher without a date. The Client may edit the entered details until the order is submitted.
The Client agrees to the use of means of distance communication when placing the order. Any costs incurred by the Client in using means of distance communication (internet connection costs or telephone call costs) are borne by the Client and do not differ from the standard rate charged by the Client's provider. The Client pays no additional fees on top of the price of the Service for making an online payment.
The contract is concluded at the moment the Operator confirms the order placed via the online order form, provided that the price of the selected Service has been paid. The Client acknowledges that an order for a Service on a specific date is binding.
By placing an order, the Client acknowledges that the contract is conditional upon prior payment of the full price of the Service before the Service begins.
If the Operator finds that, for a justified reason on its side, the Service cannot be provided on the selected date, it will inform the Client without delay and offer an alternative date. If the Client does not accept any of the alternative dates offered, the contract is deemed terminated and the Operator will refund the price paid for the Service without delay.
The Client's order is archived by the Operator in electronic form for the period necessary to settle all obligations arising from it. The content of the order will be provided to the Client upon request.
The contractual relationship between the Operator and the Client is governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended (the "Civil Code"). The contract is concluded in the Czech language.
By accepting these Terms, the Client confirms that they are over 18 years of age.

2. Vouchers

The Operator offers vouchers with a reserved date and vouchers without a date.
A voucher with a reserved date is tied to the specific date and time selected when ordering.
A voucher without a date is valid for the period stated on the voucher and in the order confirmation. The voucher holder books a date later via the customer account in the "My Purchases" section, subject to current availability.

3. Payment Methods and Terms

The price of the Services is paid when ordering by online payment through a payment gateway, following the instructions provided by that payment gateway.
After payment, the Client will receive a payment confirmation and an electronic tax document at the e-mail address provided. By placing an order, the Client expressly agrees to the issuing and sending of an electronic tax document.

4. Cancellation Policy

Changing the date: You may change your reservation no later than 3 days before the reserved date. The date can be changed only once, via the customer account in the "My Purchases" section.
Late changes and no-shows: If you request a change of reservation less than 3 days before the reserved date, or if you do not show up on the reserved date, the voucher expires in full with no right to a refund.
Voucher with a reserved date: A voucher with a reserved date cannot be cancelled or refunded. The Client acknowledges that, pursuant to Section 1837(j) of the Civil Code, they are not entitled to withdraw from a contract for the provision of a Service on a specific date.
Voucher without a date: A voucher without a date may be cancelled within the statutory 14-day period from purchase without giving any reason. Please send your notice of withdrawal to info@rockspa.cz. The Operator will refund the price paid within 14 days of receiving the notice of withdrawal, using the same payment method used for the original transaction.
Refund after expiry: If an unused voucher without a date expires, you may request a refund by e-mail at info@rockspa.cz. The Operator will assess each request individually. The Operator is not obliged to refund the full amount paid and will determine the amount of any refund based on the circumstances of the specific case.

5. Rules for Using the Private Space

The Operator hands over the space to the Client prepared for the selected scope of Services. If the Client discovers any damage to the space or any deficiency in its preparation, the Client must contact the Operator without delay at +420 773 972 699. If the Client does not report obvious damage or deficiencies without delay, any damage discovered later may be attributed to the Client.
The private space is intended for private use by a limited group of people for the purpose of relaxation and rest. Holding parties or social events is prohibited unless expressly agreed otherwise with the Operator.
The Client is responsible for ensuring that all persons in the space behave in a way that does not cause damage to the property of the Operator or third parties, and bears full liability for any such damage.
A maximum of 4 people may be present in the zones with a private hot tub during the Service.
If these rules are breached by the Client or by persons present with the Client's consent, the Operator is entitled to terminate the Service and ask the Client and all other persons to leave the space, with no right to a refund.
If an order was made 1 hour or less before the start of the Service, the Operator reserves the right to change or reschedule the time of the order, even if the booking could be completed in the booking calendar.

6. Complaints

The Client may file a complaint about the Service by phone at +420 773 972 699 or by e-mail at info@rockspa.cz.
The Client will receive a confirmation of the complaint. If the Client is a consumer, the complaint will be handled immediately, or within three business days in more complex cases, and in any event no later than 30 days from the date it was filed.
In the case of a justified complaint where the defect did not prevent the Client from using the Service, the Client will be granted a reasonable discount. If the defect completely prevented the Client from using the Service, the price paid will be refunded.
The Client is not entitled to claims for defective performance if the Client caused the defect.

7. Out-of-Court Resolution of Consumer Disputes

A Client who is a consumer may, in the event of a dispute with the Operator, turn to the body for out-of-court resolution of consumer disputes, which is the Czech Trade Inspection Authority (www.coi.cz).
The proceedings are free of charge (each party bears only its own costs) and their purpose is to resolve the dispute without court proceedings. The proceedings are governed by Act No. 634/1992 Coll., on Consumer Protection, Sections 20d to 20m.
Before initiating the proceedings, we recommend trying to resolve the dispute amicably directly with the Operator.

8. Final Provisions

These Terms apply to all of the Operator's premises.
The Operator may unilaterally amend these Terms. Any amendment takes effect on the date of its publication, unless stated otherwise.
For orders already placed, the version of the Terms in effect on the date of the order applies.
These Terms are also available in Czech. In the event of any discrepancy between the language versions, the Czech version prevails.
These Terms take effect on 1 January 2026.