Need to contact Virgin Active and make sure they reply?
Virgin Active customer support overview
Virgin Active is a premium fitness and wellness provider operating nine clubs across Sydney and Melbourne in Australia. The brand offers gym floors, group exercise classes (Reformer Pilates, cycling, boxing, yoga), swimming pools, saunas, cold plunge pools, personal training, and on-site cafes — with membership fees around $45 per week.
- Primary contact method: Online contact form via the Virgin Active website
- In-person support: Reception desks at all nine club locations across Sydney and Melbourne
- Social media: Active on Facebook, Instagram, and YouTube (@virginactiveaustralia)
- No centralised phone line: There is no single Virgin Active contact number Australia-wide — phone support is club-specific
- Customer satisfaction: Virgin Active holds a 1.8 out of 5 star rating on both ProductReview.com.au (78 reviews) and Trustpilot (38 reviews), with the majority of feedback citing Virgin Active complaints around billing, cancellations, and unresponsive support
Common Virgin Active customer issues and complaints
Price Increases Without Proportional Value
- Members report membership dues increasing by up to 45% over time, including a 22% jump in a single financial year.
- Feedback channels have not produced proactive responses from management on pricing concerns.
Cancellation Difficulties
- Virgin Active cancel membership processes require contacting the club or emailing before close of business on Sunday ahead of the next Thursday billing cycle.
- Members report frustration with unexpected Virgin Active early termination fee charges during commitment periods.
Poor Customer Service and Unresponsiveness
- Multiple reviewers describe unanswered emails and lack of follow-up, with one member reporting no response after five follow-up emails about a promised discount.
- Virgin Active customer service responsiveness is a recurring theme across review platforms.
Virgin Active Billing Issues
- Complaints include continued direct debits after cancellation requests and unexpected charges during membership freezes.
- Members with payment disputes are directed to contact their club reception or follow the dispute procedure in their Payment Agreement.
Overcrowded Facilities and Class Booking
- Popular classes at peak times are difficult to book, and app updates have removed features like "booking buddies" that members valued.
Facility Maintenance Concerns
- Complaints include saunas not reaching advertised temperatures, dirty aqua centres, and poorly maintained equipment — particularly at the Northern Beaches location.
How to contact Virgin Active customer support
Online Contact Form
- Visit the Virgin Active contact page
- Fill in your name, mobile number, and email address
- Select your club of interest from the dropdown menu and write your message (up to 250 characters)
- Submit and wait for a response — note that response times have been flagged as slow by some members
In-Person at Your Club
- Visit the reception desk at your local Virgin Active club for direct assistance
- Sydney locations: Pitt Street, Bligh Street CBD, Bondi Westfield, Bondi Junction, St Leonards, Zetland, Northern Beaches, Norwest
- Melbourne location: Collins Street
Phone (Club-Specific Numbers)
- Pitt Street / Bligh Street: (02) 9353 1400
- St Leonards: (02) 9305 3500
- Bondi locations: 1300 975 688
- No single centralised how to contact Virgin Active Australia phone line exists — call your specific club directly
Social Media
- Facebook: @virginactiveaustralia
- Instagram: @virginactiveaustralia
- YouTube: @virginactiveaustralia
Virgin Active key customer policies: refunds, returns, cancellations and more
Cooling-Off Period and Refunds
- 14-day cooling-off period for 3-month and 12-month memberships; 7 days for all other types
- Full Virgin Active refund policy applies: upfront payments and dues refunded after returning your membership card and any gifts, minus guest fees, personal training charges, and reasonable admin fees
- For full refund eligibility details, see Virgin Active's refund policy
Cancellation
- After the initial commitment period, cancel with at least 3 days' notice (by close of business Sunday) before the next fortnightly billing date
- During the commitment period, an early termination fee applies — the lesser of the stated fee or the remaining contract balance
- Members can cancel without fees within 30 days if Virgin Active increases dues, relocates the home club, significantly reduces benefits, or breaches terms without remedy within 14 days
Virgin Active Membership Freeze
- Freeze duration: minimum 2 weeks, maximum 12 weeks with a non-refundable freeze fee
- At least 3 days' notice required before the next billing date; no club access during the freeze
- The initial commitment period extends by the freeze duration
Billing
- Payments made fortnightly, every second Thursday via direct debit
- A 2026 direct debit calendar is available on the Virgin Active FAQ page
Virgin Active complaints submitted through Ajust
Recent experiences with Virgin Active customer service
Promised Discount Never Applied
A member was promised a membership discount but never received it. After five follow-up emails with no response, they advised others to get everything confirmed in writing before signing up.
Steep Price Increases With No Resolution
A long-term member experienced a 45% total increase in membership dues, including a 22% jump in one year. Despite raising concerns through feedback channels, they received no proactive response from management.
Quality Facilities Let Down by Management
A member praised Virgin Active's gym floor, GRID room, and well-stocked change rooms as excellent. However, they noted that while frontline staff were pleasant, management follow-through and maintenance did not match the premium positioning.
Official Virgin Active Customer Service Links & Contact Information
- Full Membership Terms — Complete terms and conditions for Virgin Active memberships
- FAQs — Answers to common membership, billing, and facility questions
- Book a Tour — Schedule a visit to any Virgin Active club location
- ProductReview.com.au — Virgin Active gym reviews Australia from real members (1.8/5)
- Trustpilot — Independent customer ratings and feedback (1.8/5)
- Lodge a complaint with Ajust — Get help resolving your Virgin Active issue
Virgin Active Contact FAQs
How do I cancel my Virgin Active membership without paying an early termination fee?
Virgin Active members can cancel without an early termination fee once their initial commitment period has ended, with at least 3 days' notice before the next billing date. You can also cancel fee-free within 30 days if Virgin Active raises your dues, relocates your club, or significantly reduces membership benefits. Submit your cancellation by close of business Sunday before the next Thursday billing cycle.
Does Virgin Active have a phone number I can call for customer support?
Virgin Active does not have a single Australia-wide customer support phone number. Instead, each club has its own direct line — for example, Pitt Street and Bligh Street share (02) 9353 1400, and St Leonards is (02) 9305 3500. If your club's number is not listed, use the online contact form or visit your club's reception desk in person.
Can I freeze my Virgin Active membership instead of cancelling it?
Virgin Active allows membership freezes for a minimum of 2 weeks and a maximum of 12 weeks, with a non-refundable freeze fee. You need to give at least 3 days' notice before your next fortnightly billing date, and you will not have club access during the freeze. Your initial commitment period extends by the same length as your freeze.
What should I do if Virgin Active keeps charging me after I cancelled my membership?
If Virgin Active continues debiting your account after cancellation, contact your club's reception desk directly and request written confirmation that your membership has been cancelled. Keep records of your original cancellation request, including dates and any email correspondence. If the issue is not resolved through the club, you can lodge a formal complaint through Ajust to get the billing dispute handled.
You’ve already wasted time trying to contact Virgin Active.
Let us help you take the next step, and finally get a real response.