Poland’s Fitness Chains Face Scrutiny Over Contracts and Consumer Complaints

Poland’s fitness industry is drawing renewed attention from consumers and legal experts as complaints about contract terms, debt collection and service quality continue to circulate. At the same time, official data and past regulatory decisions point to a sector that has already faced scrutiny for how its largest operators conduct business.

Zdrofit, part of the Benefit Systems group, is among the country’s leading fitness brands, with more than 100 clubs nationwide, including a flagship location in Warsaw’s Westfield Mokotów shopping centre. According to the company’s own website, membership plans are promoted as flexible, with access to facilities across Poland. However, users posting on online forums have reported difficulties canceling contracts, citing unclear procedures, automatic renewals and subsequent demands for payments. In some cases, individuals stated they were contacted by debt collection agencies such as Kaczmarski Inkasso after attempting to terminate their memberships.

The Office of Competition and Consumer Protection (UOKiK) confirmed in 2021 that it had fined several operators, including entities connected to Zdrofit, more than PLN 32 million for engaging in anti-competitive agreements to divide local markets. The ruling was partially upheld by Poland’s Competition and Consumer Protection Court. According to UOKiK, these practices reduced consumer choice and distorted competition between fitness chains.

Additional financial stress is evident across the sector. Data published by the National Debt Register (KRD) shows that by 2025, Polish fitness operators carried arrears of more than PLN 36 million, compared with PLN 30 million two years earlier. Analysts told local media that such indebtedness may increase pressure on companies to enforce contract terms more strictly, potentially contributing to disputes with customers.

Criticism has not been limited to contract terms. Comments posted on consumer review sites and social media point to overcrowding, broken equipment and locker security issues, although these are anecdotal accounts rather than verified findings. Employee reviews reported by platforms such as GoWork and Glassdoor also describe staff facing heavy sales pressure and stretched resources, suggesting wider operational strains in some clubs.

Despite these concerns, Zdrofit and other chains continue to expand. Benefit Systems announced the opening of new clubs in Warsaw and other cities in 2025, underlining the brand’s ongoing presence and investment. The company has not publicly responded to the recent wave of online complaints.

While there has been no new investigation into fitness chains’ consumer practices, legal experts note that contract features such as automatic renewals or unclear cancellation procedures could fall under UOKiK’s remit on unfair commercial terms if proven systemic. A spokesperson for UOKiK recently reiterated that consumers should first turn to local ombudsmen for assistance, but added that if widespread abuses are documented, the regulator has the power to launch further inquiries.

For now, Poland’s fitness industry remains a legitimate and expanding business sector, but its history of antitrust violations and a steady flow of consumer complaints point to vulnerabilities. Whether the next intervention comes from ombudsmen, courts, or regulators may depend on how many more clients formally challenge the fine print of their contracts.