Had an issue with F45 Training? Get a real response.
How to submit a complaint with F45 Training
F45 Training operates a franchise model in Australia, so the right complaint path depends on whether your issue sits with your home studio (membership, billing, refunds, trainers) or with F45 corporate (the app, LionHeart monitor, FIT Rewards, retail store). Most disputes start at the studio — but corporate handles brand-level issues and escalations.
Contact Your Home Studio First
- Use the official F45 Studio Locator to find your studio's direct phone, email, and address.
- Speak to the studio manager or owner in person, or send a written email so you have a paper trail.
- Include your full name, membership number, key dates, the issue, and the resolution you are seeking.
Submit Feedback via the F45 Training App
- Open the F45 Training app and go to Settings > Contact Us / Submit Feedback.
- The form routes either to your studio or to F45 corporate depending on the topic selected.
- Keep a screenshot of your submission as evidence of the date and time.
Email F45 Corporate (Australia)
- General enquiries and escalations: info@f45training.com.au
- F45 Store / retail complaints: support@f45store.com
- FIT Rewards loyalty issues: lodge via the contacts listed in the F45 Terms & Conditions.
Phone F45 Corporate
- Toll-Free (US/global): 1-844-909-4545
- Australian corporate office: 549 Neptune Drive, Unit B and C, Brisbane, QLD
- Phone is best for urgent unauthorised-debit issues where written channels are too slow.
Lodge a Member Knowledge Base Ticket
- Submit a support ticket via the F45 Member Knowledge Base.
- For cancellations, see the Cancel/Pause Membership article.
Direct Message via Social Media
- F45's Terms invite members to use the message button on the official Facebook, Instagram, Twitter, LinkedIn, and YouTube pages.
- Public-facing channels often produce a faster response than email for stalled disputes.
For the underlying contact directory, see F45 Training contact details.
Because studios are independently owned, the F45 customer service Australia process runs on two tiers — your studio handles day-to-day membership and billing matters, while corporate steps in for brand and unresolved issues.
Tier 1 — Studio Level (typical timeline 2–10 business days)
- The studio owner or manager reviews your complaint and contacts you to discuss.
- Membership, billing, refund, cancellation, trainer conduct, and class quality issues are resolved here.
- F45 corporate explicitly states: "We are unable to process refunds on behalf of franchisees."
Tier 2 — F45 Corporate (typical timeline 5–15 business days)
- Corporate handles complaints relating to the F45 brand, app, LionHeart, FIT Rewards, F45 Store, and unresolved studio issues.
- Cases are reviewed under NSW Australian law per the F45 Terms & Conditions.
- Members are acknowledged via email and may be assigned a support agent through the Member Knowledge Base ticketing system.
What to Expect Through the Process
- Acknowledgement: within 1–3 business days of submission.
- Evidence request: membership agreement, bank statements, screenshots, dates.
- Resolution proposal in writing: refund, fee waiver, billing correction, or service credit.
- Internal escalation: to studio ownership if the duty manager cannot resolve the matter.
Common complaints against F45 Training
Drawing on Trustpilot, ProductReview.com.au, Whirlpool forums, PissedConsumer, and Reddit fitness communities, recurring F45 Training complaints in Australia cluster around billing, cancellations, and equipment.
Charges After Cancellation
- Members continue to be debited because the studio's notice period (often 30 days) was not met.
- Cancellation requests submitted verbally or via the app are sometimes not actioned by the studio.
- The pattern of F45 charges after cancellation is the single most reported billing complaint.
Difficulty With F45 Membership Cancellation
- Many studios require in-person or written cancellation, with policies varying widely between locations.
- Members report being told to email but receiving no acknowledgement.
- Confusion over how to cancel F45 membership often triggers unwanted further debits.
Early Termination and No-Show Fees
- Term contracts (such as 6-month plans) can carry up to 50% of the remaining balance or a flat $150 cancellation fee.
- No-show fees of $20+ are debited without prior warning in some studios.
- Many members claim these terms were not clearly disclosed at sign-up.
Class Overcrowding and Injury Concerns
- Members report stations being too packed for proper form correction.
- AMRAP-style timed circuits encourage rushed reps and form breakdown.
- Injury claims have been raised against individual studios for inadequate supervision.
LionHeart Monitor and App Faults
- The LionHeart heart rate monitor is rated 2.9/5 on ProductReview.com.au, with disconnections and sync failures the top issues.
- App glitches drive booking failures, double charges, and account sync errors.
- F45 Training reviews frequently flag tech reliability as a friction point.
Studio Closures Mid-Membership
- Members report difficulty obtaining refunds when their home studio closes unexpectedly.
- This was a known issue during F45's well-publicised financial troubles in 2022–2023.
- Inconsistent pricing between nearby studios (e.g., $55/week trial-to-full conversions) compounds frustration.
F45 Training complaints submitted through Ajust
How other consumers F45 Training complaints got resolved
Charges After a Missed Cancellation Notice
A member on a 3-month plan was charged for a further three months after missing the studio's 30-day written cancellation notice. After escalating to corporate at info@f45training.com.au with the original membership agreement, the studio waived two of the three additional months and stopped debits.
Tip: Always send cancellation requests in writing and screenshot the date/time stamp.
No-Show Fee Dispute Refunded
A member was debited a £20 no-show fee for a class missed due to a work emergency, with no prior warning of the policy. The studio refunded the fee as a goodwill gesture after the member cited unclear contract disclosure and asked for the policy in writing.
Tip: Reference Australian Consumer Law on misleading or unclear contract terms when disputing surprise fees.
Studio Closure With Prepaid Months Outstanding
A member's home studio shut down mid-contract, leaving prepaid months unaccounted for. F45 corporate confirmed via the Member Knowledge Base that membership "should be automatically cancelled" when a studio closes, and directed the member to transfer to a nearby studio or dispute the balance with their bank.
Tip: Lodge a chargeback with your bank for unused prepaid periods if the studio becomes uncontactable.
If your studio doesn't resolve the issue, follow the F45 escalation pathway in order — each step builds the paper trail you'll need if you go external.
Step 1 — Studio Owner
- Request the owner's direct email through the studio locator (do not stop at the duty manager).
- State that the matter is now a formal complaint and reference prior correspondence.
Step 2 — F45 Australia Corporate
- Email info@f45training.com.au with the subject line "Formal complaint — [studio name] — [your name]".
- Attach your membership agreement, bank statements, and any prior studio responses.
Step 3 — F45 Member Knowledge Base Ticket
- Lodge a ticket at the Member Knowledge Base for an auditable case number.
- Reference your corporate email thread to avoid duplicate handling.
Step 4 — F45 Corporate Phone
- Call 1-844-909-4545 for unresolved or urgent matters.
- Note the agent's name, time, and any reference number provided.
Step 5 — Social Media Direct Message
- DM F45's official Instagram or Facebook accounts — often the fastest route for stalled F45 billing disputes.
- Keep messages factual and avoid posting personal details publicly.
Step 6 — Bank Chargeback
- If unauthorised debits continue, lodge a dispute with your bank or credit card provider.
- Provide your written cancellation request and any corporate correspondence.
Step 7 — External Regulators
- Escalate to NSW Fair Trading, the ACCC, or your state tribunal if internal channels fail (see below).
For wider refund eligibility, see the F45 Training refund process.
F45 Training is governed by Australian Consumer Law and NSW state law per the F45 Terms. If internal escalation fails, lodge a complaint with the appropriate body below.
- NSW Fair Trading: primary regulator, as F45's Australian terms are governed by NSW law. Phone 13 32 20 or use the online complaint form.
- Your state Fair Trading / Consumer Affairs office: if you are outside NSW — Consumer Affairs Victoria, QLD Office of Fair Trading, or Consumer Protection WA.
- ACCC: for misleading conduct, unfair contract terms, or systemic issues. Phone 1300 302 502 or report online.
- AFCA: only if your complaint relates to a third-party finance provider used by the studio, not F45 itself. See afca.org.au.
- Small Claims Tribunal: NCAT (NSW), VCAT (VIC), or QCAT (QLD) for refund disputes under $40,000.
- F45 FAQs: Help centre — first stop for cancellation and billing policies.
- F45 Terms & Conditions: Full terms — governing law and member obligations.
- Cancel/Pause Membership Guide: Knowledge Base article — official cancellation steps.
- F45 Store Support: shop.f45training.com/contact — retail and merchandise complaints.
- F45 Wholesale AUS: Customer service — equipment and wholesale matters.
- NSW Fair Trading: fairtrading.nsw.gov.au — primary external regulator for F45 Australia.
F45 Training Complaints FAQs
Why won't F45 corporate refund my membership directly?
F45 corporate cannot issue refunds because every studio is independently franchised — only your home studio owner can authorise membership refunds. Email your studio first with your membership number and dates, then escalate to info@f45training.com.au if you get no response within 7 business days. Keep all written correspondence as evidence.
How do I stop F45 charges after I've already cancelled?
To stop F45 charges after cancellation, send a written cancellation request to your studio referencing the 30-day notice period in your contract. If debits continue, lodge a chargeback with your bank using your written notice as proof, and email info@f45training.com.au quoting "unauthorised debits" in the subject line.
Can I dispute an F45 no-show fee or early termination charge?
Yes — F45 no-show fees and early termination charges can be disputed under Australian Consumer Law if the terms weren't clearly disclosed at sign-up. Request the fee policy in writing from your studio, then cite unfair contract terms. If refused, escalate to NSW Fair Trading on 13 32 20 with your signed agreement attached.
What can I do if my F45 studio closes while I still have prepaid months?
If your F45 studio closes mid-membership, F45 corporate confirms membership "should be automatically cancelled" and prepaid fees should be refunded or transferred. Contact info@f45training.com.au immediately, request a transfer to a nearby studio, and lodge a bank chargeback for unused months if the studio is uncontactable.
You’ve done your part, now it’s time to hold F45 Training accountable.
Take the final step and submit a complaint that gets seen and responded to.