Booking Change, Refund Refusal and a Chargeback: A Consumer Dispute with The Gymnastics Academy

A parent booked three gymnastics sessions for her daughter during the school summer holidays, paying in advance after a November promotional offer. In June the academy emailed confirmation for a venue the parent had never selected. The academy later said the original venue had closed and moved the booking to a different site, also altering one of the dates without prior notice. The new location was described as difficult to reach and the substituted date unsuitable. When the parent requested a refund, the academy refused, citing its booking terms.

The Guardian

The Consumer Rights Act 2025 may render a clause that allows a trader to unilaterally change fundamental contract terms—such as dates or venues—unfair. He added that the mere presence of a term does not guarantee enforceability if it is inherently unfair.

The Guardian

The academy’s legal team described the parent’s account as “untrue, inaccurate and ultimately misleading.” It asserted that the contract was with a “separate legal entity” that owned the now-closed venue and that the parent had signed terms with the “relevant operating company,” which contained provisions permitting changes to dates, times and venues.

The Guardian

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

The Guardian

Because the payment was made by debit card, the parent filed a chargeback claim with her bank. The bank re-credited the payment while investigating and, after the academy did not dispute the claim, the funds remained returned. Although the refund was secured, the parent was left to arrange alternative childcare on short notice for three working days.

The Guardian