Manage Fitness Passport

How to cancel your fitness passport membership and avoid paying for unused time

What fitness passport is and why you might want to cancel

Fitness Passport is an employer-sponsored wellness program that gives you and your eligible family members access to a network of gyms, swimming pools and leisure centres across Australia through a single membership. Your employer typically arranges the arrangement, and you access facilities through the MyFP app and digital credentials. Unlike standalone gym memberships, Fitness Passport is bundled as a workplace benefit, which means you're billed directly via direct debit and your access is tied to your employment status or your employer's ongoing partnership with the scheme.

You might want to cancel for several reasons: you've changed jobs, moved to a location without participating facilities, prefer a different gym network, or simply want to reduce your monthly expenses. Whatever your reason, cancelling Fitness Passport requires you to follow specific steps, respect notice periods and understand your consumer rights. At Stopee, we've seen members struggle with delayed cancellations and unexpected final charges, so we've created this guide to help you exit cleanly.

Why cancellation can be tricky with fitness passport

Fitness Passport operates under a 12-month minimum commitment with a 30-day notice requirement. This means even after you submit your cancellation request, you continue to be charged via direct debit for 30 days. If you're cancelling within your first 12 months, an early termination fee may also apply. These combined factors create a window where you're paying for access you no longer use-and confusion about final charges is the most common complaint we see at Stopee.

Your cancellation options and which method works best

Fitness Passport accepts cancellation requests through three formal channels, each with different response times and reliability levels.

Method 1: submit a cancellation ticket through the support portal

The support portal is Fitness Passport's preferred cancellation channel because it creates a digital record that protects you. When you submit a ticket, the system logs the date and time, which is crucial for calculating your 30-day notice period and final billing date.

Method 2: email your cancellation request directly

You can email your cancellation notice to info@fitnesspassport.com.au. Use this method if the portal is unavailable, but always send your email from the address associated with your membership account and request a read receipt or ask for written confirmation of cancellation.

Method 3: post your written notice by mail

If you prefer physical documentation, you can post your cancellation letter. However, postal delays mean your cancellation date will be determined by when Fitness Passport receives your letter, not when you post it. This method takes longer and creates uncertainty about your actual cancellation date.

Which method should you choose?

Use the support portal first; it's the fastest and creates an immediate digital timestamp. If the portal isn't working, email info@fitnesspassport.com.au with a screenshot and send a follow-up to confirm receipt. Avoid mail unless you have strong reasons for a physical record-at Stopee, we recommend the digital-first approach because it eliminates postal delays.

Step-by-step: how to cancel your fitness passport membership

Follow these steps exactly to ensure your cancellation is processed correctly and your notice period starts on the date you expect.

1. Log in to your Fitness Passport account via the MyFP app or web portal using your email and password.
   • If you've forgotten your password, use the "Forgot password" link on the login screen.
   • Have your membership number ready; it's shown in your welcome email or app dashboard.
2. Navigate to your account settings or profile section and look for "Manage membership" or "Cancellation requests".
   • If you cannot find this option, contact support directly-some employer packages hide the self-service cancellation option.
3. Click "Cancel membership" or "Request cancellation" and select your cancellation reason from the dropdown menu.
   • Choose the reason that applies to you; this helps Fitness Passport track why members leave and may help you later if a dispute arises.
4. Confirm your current direct debit details and final billing date.
   • Fitness Passport will show you the date your membership ends, which should be 30 days after today's date.
   • Warning: This is not the date you stop using the gym-this is when your direct debit stops. Access may end on or before this date depending on your specific contract.
5. Review the cancellation summary, including any early termination fee if you're within your 12-month minimum term.
   • Write down the fee amount, your cancellation date and your final expected direct debit date.
6. Submit your cancellation request and save your confirmation number or screenshot.
   • Pro tip: Forward the confirmation email to yourself and to a separate email account as backup.
7. Within 2 working days, you should receive an acknowledgement email confirming your cancellation request has been received and processed.
   • If you don't receive confirmation within 3 working days, escalate to support immediately-see the contact details below.

If you're cancelling by email

1. Draft a clear cancellation email that includes your full name, membership number and the date you want your cancellation to take effect.
   • Use a subject line like "Cancellation request: [Your name] - Membership [Your ID number]".
2. State explicitly that you are requesting cancellation of your Fitness Passport membership effective 30 days from the date of this email.
   • This makes it clear you understand the 30-day notice period and are not asking for immediate termination.
3. Include your current direct debit details (last four digits of your account) and your contact phone number.
   • Do not include your full bank account number or BSB in an email.
4. Send the email to info@fitnesspassport.com.au and request a read receipt or delivery confirmation.
   • Take a screenshot of the sent email with the timestamp.
5. Wait for a reply. If you don't receive confirmation within 3 working days, send a follow-up email or contact support directly.
   • Warning: Fitness Passport may not confirm email cancellations as quickly as portal submissions, so follow up proactively.

Understanding your 30-day notice period and what it means for your billing

Your 30-day notice period is the most important detail in your cancellation, and it's also where most confusion happens. Here's how it actually works.

When does your notice period start?

Your notice period begins on the date Fitness Passport records your cancellation request in their system, not the date you write the email or post the letter. If you submit via the support portal, the date and time are logged immediately. If you email, the notice period starts when Fitness Passport opens and processes your email-this can be 1 to 3 business days later. This is why the portal method is more reliable: you know exactly when your clock starts ticking.

What happens during the 30 days?

You continue to be charged via direct debit on your regular billing schedule (weekly, fortnightly or monthly, depending on your plan). Your access to all Fitness Passport facilities remains active for the full 30-day period. You are not entitled to a refund or pause during this time, even if you stop using the gym after day one.

When does your membership actually end?

Your membership ends 30 days after your notice period begins. On that date, your final direct debit will be processed and your access will be revoked. You will no longer be able to check in at any Fitness Passport facility.

Early termination fees and how they reduce over time

If you cancel within your first 12 months, Fitness Passport will charge an early termination fee. This fee is designed to cover the difference between what you've paid and what Fitness Passport expected to receive over your full 12-month commitment. However, the fee reduces each month as your commitment period progresses. For example, if your fee is listed at AUD 120 for month one, it may reduce to AUD 100 in month two, AUD 80 in month three, and so on. Ask Fitness Passport for your exact early termination fee schedule when you submit your cancellation.

Refunds and what you can expect to receive (or not)

Understanding refund entitlements is crucial because Fitness Passport's policy differs from what Australian Consumer Law requires in certain situations.

What fitness passport's terms say about refunds

Fitness Passport's standard terms state that no refunds are provided once your membership is active, even if you stop using the service. This applies to the period between your cancellation date and your final access date. If you've paid for unused time (for example, a final fortnight where you don't visit the gym), Fitness Passport typically will not refund you.

What australian consumer law says about refunds

Australian Consumer Law gives you the right to a refund if a service is not provided or is provided unsatisfactorily. However, courts have generally held that Fitness Passport is providing the service correctly by maintaining your access for 30 days-even if you choose not to use it. The key exception is if Fitness Passport fails to acknowledge your cancellation request or delays processing it beyond 30 days. In that case, you have grounds to dispute charges under the Australian Consumer Law and may request a refund from the date your notice should have been accepted.

Early termination fees and refund rights

Early termination fees are contractual charges, not refunds. They are deducted from your final payment or added to your last direct debit. You cannot recover an early termination fee unless you can show that Fitness Passport breached the contract (for example, they failed to provide access during your notice period) or that the fee is unfair under Australian Consumer Law. Stopee recommends you ask Fitness Passport to explain exactly how your early termination fee was calculated before you accept it.

Proration and partial-month charges

If your final access date falls mid-billing cycle, Fitness Passport should prorate your final charge to cover only the days you have access. However, this doesn't always happen automatically. Check your final invoice carefully to ensure you're not being charged for a full billing period after your access ends.

Your consumer rights under australian consumer law

When you're cancelling Fitness Passport, you have legal protections that go beyond the membership terms. Here's what the law guarantees you.

Your right to clear cancellation terms

Under the Australian Consumer Law, Fitness Passport must provide you with clear, accessible information about how to cancel and what charges apply. If the cancellation process is hidden, unclear or the terms contradict what you were told verbally, you have a right to dispute this. Stopee has helped consumers who were told cancellation was "automatic" only to discover a 30-day notice was required.

Your right to dispute unfair contract terms

The Australian Consumer Law protects you from unfair terms in standard membership contracts. An unfair term is one that creates a significant imbalance between your rights and Fitness Passport's rights and is not reasonably necessary. If you believe your early termination fee is excessive (for example, you're charged a flat AUD 120 fee in month 11 when you've already paid most of your 12-month term), you can request a review through the Australian Consumer Law framework. However, courts have generally upheld early termination fees as fair if they are clearly disclosed and time-reduced.

Your right to dispute misapplied charges

If Fitness Passport charges you after your cancellation has been accepted, or charges you an early termination fee you didn't agree to, you have the right to dispute the charge with your bank. Your bank can initiate a chargeback under your direct debit agreement. Stopee recommends you gather all cancellation emails, confirmations and statements before initiating a chargeback-this evidence strengthens your case.

When to escalate to the australian financial complaints authority (AFCA)

If Fitness Passport refuses to resolve a billing dispute or you believe they've charged you unfairly after cancellation, you can lodge a complaint with AFCA (Australian Financial Complaints Authority). AFCA is free and independent, and can order Fitness Passport to refund you if they find in your favour. You must try to resolve the issue with Fitness Passport first (give them 30 days to respond) before escalating to AFCA.

Fitness passport pricing and membership types

Your cancellation is easier if you understand what you're paying for and what the early termination fee structure looks like.

Why your plan type affects your cancellation cost

If you're still within your first 12 months, you will pay an early termination fee. If you're cancelling after 12 months (on a month-to-month rolling plan), you pay no early termination fee-only your final 30 days of regular membership charges. Check your latest invoice or the MyFP app to see whether your membership is still in the minimum term or has moved to month-to-month.

Common mistakes when cancelling and how to avoid them

Cancelling a membership can feel stressful, especially when money is involved, and it's easy to make a step that costs you extra time or money.

Mistake 1: not requesting written confirmation of your cancellation date

If you cancel via email or phone and don't receive written confirmation, you have no proof of when your 30-day notice period started. This creates disputes later when Fitness Passport charges you beyond what you expected. Always ask for confirmation in writing and save it. Stopee recommends taking a screenshot and emailing it to yourself as backup.

Mistake 2: deleting your cancellation email or confirmation

If you delete your cancellation email, you lose your proof of request. If Fitness Passport's system fails to record your cancellation or you need to dispute a charge later, you won't have evidence. Create a folder in your email labelled "Fitness Passport Cancellation" and keep every email related to your cancellation for at least 12 months after your membership ends.

Mistake 3: submitting your cancellation in the middle of your billing cycle

Your 30-day notice period runs from the date you submit, not from your next billing date. If you submit on day 15 of your billing cycle, your final charge will be processed approximately on day 45, which may include two partial billing periods. This is not an error-it's how the system works-but it can confuse members who expect a "round" number of weeks or months.

Mistake 4: cancelling your direct debit before your membership officially ends

Warning: Do not cancel your direct debit payment with your bank before your membership cancellation is complete. If you do, Fitness Passport's final charge will fail, and you may face late payment fees or collection action. Your direct debit should only be cancelled after Fitness Passport confirms that your membership has ended and no further charges will apply.

Mistake 5: assuming your gym access ends when you request cancellation

Your access does not end when you submit your cancellation. It ends 30 days later. If you stop visiting the gym on day one but your membership isn't fully cancelled until day 30, you're still paying for a service you're not using. This is a contractual obligation, not an error-but it's frustrating. At Stopee, we see this complaint often and recommend members understand this timing before cancelling.

What happens after your fitness passport membership ends

Once your cancellation is complete, several things happen, and knowing what to expect helps you avoid confusion or unexpected charges.

Your final direct debit will process

On your final access date (day 30 of your notice period), Fitness Passport will process a final direct debit payment for any remaining balance. This charge will appear in your bank account 1 to 3 working days later, depending on your bank's processing time. If you've been credited any promotional credit or loyalty bonus, it will be applied here, or you'll see a negative charge (refund) if you've overpaid.

Your access will be revoked

Your digital credentials in the MyFP app will no longer work. If you try to check in at a Fitness Passport facility, you'll receive a message that your membership has expired. This typically happens automatically when your membership end time passes, but can be delayed by a few hours depending on the facility's system sync.

Your facility access card will be deactivated

If you have a physical Fitness Passport access card, it will be deactivated. You don't need to return it, but you should destroy it or remove it from your wallet to avoid confusion later. Some individual facilities within the Fitness Passport network may have issued their own cards-these should also be destroyed.

Check your final statement

Wait for your bank statement to arrive (usually within 5 working days of your final charge date). Cross-reference it with your cancellation confirmation from Fitness Passport. Verify that your final charge matches what you were told it would be. If there's a discrepancy, contact Fitness Passport's support team immediately and ask for an itemised breakdown of the final charge. Stopee recommends you do this while the transaction is still recent, as disputes become harder to resolve after 30 days.

Look for unexpected follow-up charges

In rare cases, Fitness Passport may process a charge weeks after your cancellation if a late credit or dispute is flagged. If you see an unexpected charge from Fitness Passport after your confirmed cancellation date, contact them immediately and provide your cancellation confirmation number.

Steps to take before you cancel

Before you submit your cancellation, complete this pre-cancellation checklist to ensure you have all the information you need and you understand what to expect.

1. Check your current membership status.
   • Log into the MyFP app and navigate to "My membership" or "Account details".
   • Note whether you're in your initial 12-month term or on a month-to-month plan after that period.
   • If you're in your initial term, write down your exact start date so you can calculate how many months remain and what your early termination fee will be.
2. Confirm your current direct debit details.
   • Check your latest invoice or statement to see the bank account where Fitness Passport is drawing payments.
   • Confirm the frequency (weekly, fortnightly or monthly).
   • If your direct debit has changed or you've moved banks, update this information in your Fitness Passport account before cancelling, so your final charge processes correctly.
3. Calculate your final cost.
   • Take your current monthly/weekly charge and multiply it by the number of weeks or months in your remaining 30-day notice period.
   • Add any early termination fee if you're within 12 months.
   • This gives you a rough estimate of what your final charge will be.
4. Gather all your cancellation contact details.
   • Have the email address (info@fitnesspassport.com.au) and support portal URL ready.
   • Have your membership number and full name on hand.
5. Set a reminder to follow up if you don't receive confirmation within 3 working days.
   • Put the date in your phone calendar now, before you cancel.

Comparing fitness passport to other gym networks in australia

If you're cancelling because you want different facilities or a better value option, here's how Fitness Passport compares to other major players in the Australian gym market.

Fitness Passport's advantage is employer backing and facility access through one app. However, if your employer no longer covers it or you've left that employer, individual gym memberships may offer more flexibility and no early termination fees after the first month.

When to escalate a cancellation dispute

If Fitness Passport is not responding to your cancellation request or is refusing to honour it, follow this escalation path to protect yourself.

Step 1: contact support directly

Email info@fitnesspassport.com.au with your membership number and the subject line "Urgent: Cancellation Request Follow-up". Ask for a response within 3 working days. Keep a record of this email and the date you send it.

Step 2: request escalation to management

If support doesn't respond within 5 working days, send a follow-up email asking to escalate your cancellation to a manager. Reference your initial cancellation date and the lack of response. At Stopee, we've found that a "manager escalation" request often prompts faster action.

Step 3: dispute the charge with your bank

If Fitness Passport continues to charge you after your cancellation request and they're not responding to your emails, contact your bank and request that they freeze or reverse the payments. Most banks allow you to dispute direct debit charges within 90 days if you did not authorise them or the service was not provided as promised. Provide your bank with a copy of your cancellation request email and any confirmation you received.

Step 4: lodge a complaint with AFCA

If your bank dispute is unsuccessful or Fitness Passport refuses to refund you, you can lodge a complaint with AFCA (Australian Financial Complaints Authority). AFCA investigates billing disputes and can order refunds if they find in your favour. There is no cost to you, and the process is free and confidential.

Step 5: contact your state's consumer protection agency

If AFCA is unable to help or you believe you have a consumer protection issue beyond billing, you can contact your state's consumer protection agency:

• Australian Consumer Law (ACL) is enforced nationally by the ACCC (Australian Competition and Consumer Commission).
• Each state also has a consumer affairs office (for example, the Office of Fair Trading in Queensland or Consumer Affairs Victoria).
• These agencies can investigate if Fitness Passport is engaging in unfair trading practices or misleading advertising about cancellation terms.

Your checklist for cancelling fitness passport

Use this checklist to ensure you've completed every step and are ready to cancel.

• I have logged into my Fitness Passport account and confirmed my membership status.
• I understand whether I'm in my 12-month minimum term or on a month-to-month plan.
• I have calculated my likely early termination fee (if applicable) and final charges.
• I have gathered my membership number, full name and current email address.
• I have submitted my cancellation request via the support portal or email to info@fitnesspassport.com.au.
• I have received written confirmation of my cancellation request with a cancellation date or reference number.
• I have taken a screenshot or forwarded my cancellation confirmation email to a backup email address.
• I have NOT cancelled my direct debit with my bank-I will wait until after my final charge processes.
• I have set a reminder to check my bank statement 5 working days after my cancellation end date.
• I have verified that my final charge matches the amount I was quoted during cancellation.
• I understand that my access will end 30 days after my cancellation request is recorded.
• I have kept copies of all cancellation-related emails for at least 12 months for record-keeping.

How stopee can help you cancel with confidence

Cancelling a membership should be straightforward, but Fitness Passport's 30-day notice period and early termination fee structure can create confusion and unexpected costs. That's where Stopee comes in. Stopee has helped thousands of consumers cancel memberships and subscriptions across Australia by providing step-by-step guidance, tracking confirmation dates and advising on consumer rights when companies don't play fair.

If you're unsure whether you're within your 12-month term, what your early termination fee should be or whether a charge is correct, Stopee's resources can walk you through the details. If Fitness Passport refuses to cancel or charges you unfairly, Stopee also provides templates for escalation emails and information on how to lodge complaints with AFCA. Your consumer rights matter, and at Stopee (stopee.com), we make sure you understand them and can use them confidently.

Contact information for fitness passport

If you need to reach Fitness Passport directly, use these contact details.

Email: info@fitnesspassport.com.au

Support portal: Available through the MyFP app or the Fitness Passport website (check your membership welcome email for the correct URL)

Mailing address: Contact your employer's HR or benefits team, as Fitness Passport operates through employer programs and may not have a public mailing address. Your employer can provide the formal cancellation address or escalation contact for Fitness Passport management.

Response time: Fitness Passport aims to acknowledge cancellation requests within 2 working days via your preferred contact method. If you don't hear back within 3 working days, send a follow-up email or contact your employer's HR team to escalate on your behalf.

Final advice: cancel with evidence and confidence

Cancelling Fitness Passport is not complex, but it does require you to follow the rules carefully and keep detailed records. Your 30-day notice period is non-negotiable under your contract, and your early termination fee (if applicable) is a legitimate charge as long as it was disclosed upfront and calculated fairly. What you must protect yourself against is silence from Fitness Passport, incorrect final charges or unexpected debits after your cancellation is confirmed.

Submit your cancellation request via the support portal, request written confirmation immediately, set a calendar reminder to verify your final charge, and keep every email. If something goes wrong, you'll have the evidence you need to dispute it. Stopee recommends you approach your cancellation as a formal transaction-because it is one-and treat the confirmation documentation the same way you would treat a receipt from a shop. That discipline will save you time and money if a dispute arises later.

You have rights under Australian Consumer Law, and if Fitness Passport doesn't honour your cancellation or charges you unfairly, you have escalation options including your bank, AFCA and your state's consumer protection office. At Stopee, we believe every Australian consumer deserves a clear, transparent cancellation process. If Fitness Passport makes yours difficult, we're here to help you understand your options and stand firm.