Trying to cancel

Virgin Active

? Avoid the runaround.

Virgin Active Australia allows members to cancel their gym membership, with the conditions depending on your contract stage.

Here’s how eligibility works:

• 14-day cooling-off period: From your membership start date, you have 14 days to cancel for a refund. Virgin Active will refund membership fees paid, minus:
  
  • Casual visit fees for any club visits used
  • A reasonable administration fee
• Initial Commitment Period (e.g. 12 months): During your initial term, cancellation is allowed only with an Early Termination Fee, unless you qualify for special exceptions.
• After the initial term (rolling membership): Once your commitment is complete, your membership continues fortnight-to-fortnight. You can cancel any time with no exit fee, provided you give notice.
• Special cancellation rights (no penalty): You may cancel early without fees if:
  
  • Fees increase or contract terms change detrimentally (within 30 days)
  • Your home club closes or relocates without a suitable alternative
  • You have a serious illness or injury preventing use for 2+ months (medical evidence required)
  • You become bankrupt (evidence required)
• No transfers: Virgin Active memberships cannot be transferred to another person.

In short: everyone can cancel - the cost depends on whether you’re within your initial commitment, cooling-off, or rolling period.

Virgin Active keeps the cancellation process simple and fast.

Step-by-step cancellation process

1. Notify Virgin Active:
   Contact your home club in writing (email) or in person. Email is recommended for a clear record.
2. Submit your request before the billing cutoff:
   Virgin Active bills fortnightly on Thursdays. To stop the next debit, submit your cancellation by Sunday before the next Thursday billing.
3. Include key details:
   
   • Full name
   • Membership number (if available)
   • Clear request to cancel
4. Receive confirmation:
   Virgin Active will confirm your membership end date in writing.
5. Settle final payments:
   
   • Early Termination Fee (if in contract)
   • Any outstanding dues
6. Return access items:
   Return any membership cards or wristbands if requested.

Once confirmed, you can continue using the club until your final paid day.

• Cooling-off window: 14 days from membership start date.
• Billing cutoff: The Sunday before the next Thursday debit.
• Rolling memberships: Cancellation takes effect immediately after the next billing date if notice is given in time.
• Initial term ending: Notice must still be given before the final billing cycle, or the membership rolls over.
• Confirmation timing: Cancellation confirmation should be sent shortly after processing.

Miss the Sunday cutoff and you’ll be billed for one more fortnight.

• No fee during cooling-off: Refund applies (minus visit and admin charges).
• Early Termination Fee (in contract): Charged if cancelling during the initial commitment. Capped at the lesser of:
  
  • The remaining contract balance, or
  • The Early Termination Fee stated in your contract
• No fee after initial term: Only standard membership fees until cancellation takes effect.
• No admin cancellation fee: Virgin Active does not charge processing fees to cancel.
• Outstanding balances: Any unpaid fees must be settled before cancellation is finalised.

Fees are transparent and aligned with Australian consumer law.