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A fitness club in the West Kazakhstan region has been ordered to refund a client for a membership they never used, following intervention by the Committee for the Protection of Consumer Rights. The incident highlights the importance of consumer awareness and the effectiveness of regulatory bodies in resolving disputes.

Unused Membership Dispute

The issue arose in February 2026 when a resident of the region purchased an annual fitness club membership for 257,600 tenge in December 2025. Shortly after, within two weeks of acquiring the membership, the individual decided not to use the facility and sought to cancel the contract.

Club's Initial Refusal and Contract Clause

However, the fitness club initially refused to provide a full refund. Citing a clause in their contract, the club intended to retain 20% of the membership fee, amounting to 51,520 tenge, as a cancellation charge. This stance led the dissatisfied client to file a complaint with the Department of Trade and Consumer Rights Protection.

Regulatory Investigation and Resolution

Following the client's complaint, authorities conducted an unscheduled inspection of the fitness club. The investigation revealed that the club's contractual clause contravened Article 8-1 of the Law on Consumer Rights Protection, which prohibits withholding payment for services not rendered. Consequently, the club management was issued a directive to rectify the violations.

Full Refund Issued

As a result of the regulatory intervention, the fitness club administration promptly refunded the full 51,520 tenge to the client on the same day. This case serves as a crucial reminder for consumers to be aware of their rights and to seek assistance from relevant authorities when faced with unfair business practices.

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