The Gymnastics Academy changed my prepaid booking but said ‘no’ to a refund

I booked my daughter for three sessions during the school summer holidays at The Gymnastics Academy. The reservation was made and paid for last November because of a promotional offer.

In June, I received emails from The Gymnastics Academy, confirming a session for a venue I had not booked. I was concerned my account had been hacked.

I emailed the company and was told the venue I had booked had since closed, and my booking had been moved to a different site. One of the dates I’d chosen had also been changed. I had not been notified of this.

The new venue was too difficult to reach and the substituted date wasn’t suitable. I asked for a refund and was refused.

CH, Leeds

The email you received from The Gymnastics Academy customer services team acknowledged the changes to your booking had caused “frustration and inconvenience” and apologised for “any confusion”. It concluded, however, that you do not meet the criteria for a refund, citing its booking terms.

You say you signed an online form, including terms and conditions, when you booked, but have been unable to access it since. The T&Cs on the Academy’s website make no mention of entitlements if it changes the date or venue on a booking.

In any case, a clause that rules out refunds if that happens may be unlawful under the Consumer Rights Act 2025, according to consumer expert Gary Rycroft of Joseph A Jones & Co Solicitors. “It is likely to be unfair for a trader to be able to unilaterally change fundamental aspects of the delivery of the contract, including dates and venues,” he says.

“Just because a term and condition is there does not make it enforceable if it is inherently unfair on the consumer.”

The Gymnastics Academy, through its lawyers, told me your account of your experience is “untrue, inaccurate and ultimately misleading”.

It said that you had entered a contract with a “separate legal entity” which owned the now closed venue.

It declined to specify which legal entity. It also said that you had signed T&Cs with the “relevant operating company which clearly contained provisions governing the operating company’s right to change dates, times and venues”.

Of the enforceability of its terms, it said it “maintains a Primary Authority Partnership with Trading Standards, and its current terms and conditions have been vetted/approved through this relationship”.

Since you paid by debit card, you were able to make a chargeback claim via your bank, which re-credited the payment while it investigated. It warned you that if the company disputed your claim, it may take the money back.

It appears The Gymnastics Academy did not, so you are no longer out of pocket, although you were left trying to find and fund holiday childcare at late notice for three of your working days.

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