Manage LivingWell

How to cancel your LivingWell membership and protect your consumer rights

About LivingWell and your membership contract

LivingWell is a premium health and leisure club brand operating across the United Kingdom, primarily within Hilton hotel properties. If you're a member, you've gained access to fitness equipment, swimming pools, exercise classes, spa facilities, and wellness services at multiple locations throughout England and Scotland. However, like any gym membership, your contract comes with obligations-and cancellation rights you need to understand.

Many members feel locked into their memberships because they don't know where to start. At Stopee, we've helped thousands of consumers navigate cancellation processes with clarity and confidence. Your first step is understanding exactly what you've signed up to, and what protections the law gives you.

What makes LivingWell memberships different

LivingWell's integration with Hilton hotels means you're accessing hotel-standard facilities-steam rooms, saunas, luxurious changing areas-not just a standard gym. This premium positioning often translates into higher membership fees and longer contract terms than independent gyms charge. Understanding this context matters when you're evaluating whether your membership still represents value for your money.

Why knowing your cancellation rights matters

Gym memberships are legally binding contracts. Under UK consumer protection law, you have rights-but only if you understand them before it's too late. Fitness industry operators sometimes rely on members not reading their terms carefully, which is precisely why Stopee exists: to empower you with the information you need to make informed decisions about your fitness spending.

LivingWell pricing and membership types

LivingWell operates a location-based pricing model, meaning costs vary depending on which club you join and what tier you select.

Typical membership options and costs

Most LivingWell clubs offer individual memberships for single-person access, joint memberships for couples at the same address, and family memberships extending to multiple household members. Corporate memberships serve businesses offering employee wellness benefits. Off-peak memberships restrict access to quieter daytime hours on weekdays, offering a lower-cost alternative if your schedule allows flexibility.

Additional charges and contract terms

Beyond monthly fees, most LivingWell locations charge an initial joining fee ranging from £25 to £100. This fee is sometimes waived during promotional periods, so timing your sign-up can save you money. More importantly, you'll face a minimum contract commitment-typically 12 months for fixed-term memberships or rolling monthly terms for greater flexibility.

Your actual costs depend on your specific location, available facilities, and current promotions. Before committing, calculate your total first-year cost: monthly fee multiplied by 12, plus the joining fee. This gives you a realistic picture of your financial obligation.

Your consumer rights and why they matter

UK consumer protection law gives you specific rights when cancelling gym memberships, regardless of what LivingWell's terms state.

Consumer rights act 2015 and distance selling

If you joined LivingWell online or by phone without visiting the club in person, the Consumer Contracts Regulations apply. You have a 14-calendar-day cooling-off period from the date you received your membership confirmation. During this period, you can cancel without penalty and receive a full refund-though you may be liable for services you've already used.

Pro tip: Your cooling-off period begins on the day you receive written confirmation of your membership, not the day you visit the club. Count 14 days from that confirmation email or letter.

Unfair contract terms

Under the Consumer Rights Act 2015, LivingWell cannot enforce terms that are unfairly weighted against you. For example, if their cancellation clause makes it significantly harder for you to exit than for them to enforce payment, that term may be unenforceable. Stopee's team regularly encounters gyms using overly restrictive language-and those clauses don't always hold up under scrutiny.

If LivingWell refuses to cancel and claims contractual grounds, you can escalate to the Citizens Advice Consumer Service or Trading Standards in your local authority. These bodies investigate unfair contract practices and can force companies to change their terms.

Cancellation for breach of contract

If LivingWell fails to deliver the services promised-for example, if the swimming pool closes permanently or core facilities become unavailable-you may have grounds to cancel regardless of your contract term. Document any service failures and communicate them in writing to the club manager, requesting confirmation that the facilities won't be restored. This creates a paper trail essential for consumer law disputes.

How to cancel your LivingWell membership step by step

Your cancellation method depends on your membership type and whether you're within your cooling-off period.

Cancellation within 14 days (cooling-off period)

1. Locate your membership confirmation email or letter. You need the date you received it-this starts your 14-day countdown.
   • Check your email inbox, including spam and promotions folders.
   • If you received a physical letter, note the date on the envelope.
2. Contact your local LivingWell club directly by phone. Ask to speak with membership services or the manager.
   • Request written confirmation that you're cancelling within the cooling-off period.
   • Note the date and time of your call, plus the name of the person you spoke with.
3. Send a written cancellation notice by email or post to the club address (see section at end of this guide).
   • Include your membership number, full name, and the phrase: "I am cancelling my membership within the 14-day cooling-off period as a distance purchase under the Consumer Contracts Regulations 2013."
   • Keep a copy of everything you send.
4. Request a refund of all charges including the joining fee within 30 days of your cancellation notice.
   • Most gyms process cooling-off refunds within 7-14 days of receiving your written notice.

Cancellation after 14 days

1. Review your membership agreement to find the cancellation notice period.
   • Typical notice periods range from 30 to 90 days.
   • Some agreements require notice in writing; others accept email or phone.
2. Contact your local LivingWell club membership team to confirm the exact cancellation process and notice period required.
   • Ask whether you must provide written notice or if email is acceptable.
   • Request the club's cancellation email address or postal address.
3. Submit your cancellation notice in writing by email or post, whichever your agreement specifies.
   • Include your membership number, full name, and your requested cancellation date.
   • State your notice period clearly: "I am providing [30/60/90] days' notice, effective from [date], with cancellation to take effect on [final date]."
4. Keep copies of all correspondence and payment receipts until your cancellation is complete.
   • Set a calendar reminder for your cancellation date so you can verify the membership has stopped.
5. Verify that your final payment reflects only the period through your cancellation date.
   • Check your bank or card statement 5-10 days after your cancellation date.

Cancellation due to relocation or hardship

Some LivingWell locations offer compassionate cancellation without penalty if you're relocating or facing genuine financial hardship. Contact the club manager directly and explain your circumstances. Request written confirmation of any hardship cancellation agreement. While not guaranteed, many clubs will waive notice periods for members in crisis-and Stopee has seen this happen more often when members ask respectfully and provide evidence of their situation.

Refunds and what you're entitled to

Refund eligibility depends on when and why you're cancelling.

Cooling-off period refunds (within 14 days)

You're entitled to a full refund of all membership fees, including the joining fee, minus any services you've actually used. LivingWell can only deduct from your refund the cost of services rendered up to the cancellation date. For example, if you used the gym for 5 days and then cancelled, they can deduct a proportional amount-but this calculation must be transparent and reasonable.

Warning: Some gyms incorrectly claim you owe a "cancellation fee" or that cooling-off doesn't apply. It does. The Consumer Contracts Regulations 2013 are law, not optional. If LivingWell refuses a cooling-off refund, escalate immediately to Citizens Advice.

Standard cancellation refunds (after 14 days)

Once your cooling-off period expires, you typically have no right to a refund of past payments. However, you are entitled to stop paying from your cancellation date forward. If you provide notice and the club continues billing you past your cancellation date, that's an unlawful payment-you can dispute it with your bank or card provider.

Pro tip: Set up a payment dispute alert with your bank. Tell them to flag any charges from LivingWell after your cancellation date. This creates a paper trail that supports your consumer protection claim if needed.

Refund processing timelines

LivingWell should process refunds within 30 days of receiving your written cancellation notice (or within your membership agreement's stated timeframe). If 30 days pass and you haven't received your refund, contact the club in writing and request proof of processing. Keep all communication records-Stopee has found that written escalation often speeds up refund processing significantly.

Common mistakes to avoid when cancelling

Cancelling a gym membership feels straightforward until something goes wrong. We understand-it's frustrating when a company makes the process deliberately difficult. Here's how to protect yourself.

Mistake 1: cancelling by phone only without written confirmation

Phone calls leave no paper trail. Even if a staff member tells you "your membership is cancelled," the company can later claim they never received a cancellation request. Always send written confirmation by email or post after any phone call, referencing the date and time you called and the person's name.

Mistake 2: missing your cooling-off deadline

The 14-day cooling-off period is strict. If you miss it by even one day, you lose your unconditional cancellation right. Mark your calendar immediately after joining, and submit your cooling-off notice at least 2 days before the deadline to ensure it arrives in time.

Mistake 3: not checking whether you're within notice period before final charges

If your agreement requires 60 days' notice and you've only given 30 days, LivingWell can legitimately charge you for an additional month. Always calculate your notice period from the date you submit your cancellation request, not from today.

Mistake 4: stopping payments before your cancellation is confirmed

Cancelling your payment without formally cancelling your membership can damage your credit score and gives LivingWell grounds to pursue you for debt. Submit your cancellation notice first, wait for written confirmation, then cancel your payment authorization if charges continue beyond your cancellation date.

Mistake 5: not keeping copies of everything

Emails disappear. Posts get lost. Screenshots and printed copies don't. Save every message you send to LivingWell, every response you receive, and every statement showing charges. If you need to escalate to Citizens Advice or your bank, these records are your proof.

After your cancellation is complete

Cancelling is only half the battle-you need to verify that it actually worked.

Verification steps

1. Check your bank or card statement 5-10 days after your cancellation date to confirm no new charges appear.
   • If you see a charge, contact LivingWell immediately in writing with your cancellation notice reference.
2. Request written confirmation from the club that your membership is deactivated.
   • Some clubs send this automatically; others require you to ask for it.
3. Verify you cannot access the club facilities using your membership card or app.
   • Try logging in to any online portal or attempting access at the club desk.
   • If you can still access the facilities, contact the club immediately-your cancellation may not have been processed.
4. If you're owed a refund, follow up after 30 days if you haven't received it.
   • Contact your bank's dispute team if the refund is overdue and the club cannot provide proof of payment.

Disputing unauthorized charges

If LivingWell continues charging you after your cancellation date, you have two options. First, contact the club in writing and demand a refund with a clear deadline (typically 14 days). If they refuse or ignore you, contact your bank or card provider and dispute the charge as unauthorized. Most financial institutions will reverse charges made after a documented cancellation date.

Stopee recommends documenting everything-your cancellation notice, the date you sent it, and screenshots of any charges that appeared afterward. This evidence strengthens your dispute claim with your bank significantly.

When to escalate your complaint

LivingWell should make cancellation straightforward, but if they don't, you know how to escalate.

Step 1: written complaint to the club manager

Send a formal complaint letter to your local club manager outlining the issue-failure to process your cancellation, unauthorized charges, or refusal to honor cooling-off rights. Give them 14 days to respond. Keep a copy for your records.

Step 2: escalate to citizens advice consumer service

If LivingWell doesn't resolve your complaint within 14 days, contact Citizens Advice Consumer Service (formerly Consumer Direct). They investigate unfair contract practices and can pressure companies to comply with consumer law. You can file a complaint online at the Citizens Advice website, or phone them for guidance.

Step 3: trading standards in your local authority

Your local Trading Standards team investigates breaches of consumer protection law. If LivingWell is operating unfairly across multiple locations, Trading Standards can take enforcement action. You'll find your local office through your local council website.

Step 4: chargeback or dispute through your bank

As a final step, if LivingWell continues billing you illegally, your bank can reverse charges through the chargeback process. This is your ultimate consumer protection tool, but use it only after exhausting other options-it's technically a dispute against your bank, not directly against the business.

Checklist for successful cancellation

Use this checklist before, during, and after your cancellation to ensure you've covered every essential step.

Contacting LivingWell to cancel

You'll need the correct contact details for your specific club location. LivingWell operates multiple sites, and each has its own management.

Finding your club's contact information

Visit the main LivingWell website and locate your specific club address, phone number, and email. Alternatively, call any LivingWell location and ask for the direct contact details of your membership club. When you contact them, always request the membership cancellation team specifically-not the general front desk.

What to include in your written cancellation notice

1. Your full name and membership number
   • This is essential for the club to identify your account.
2. Your date of birth (if required by the club)
   • Check your membership agreement for identification requirements.
3. Your requested cancellation date
   • Ensure it falls at least [30/60/90] days from the date you submit your notice, depending on your contract.
4. A clear statement: "I am cancelling my membership effective [date]"
   • Avoid vague language like "I would like to discuss cancellation."
5. If within cooling-off: "I am exercising my 14-day cooling-off right under the Consumer Contracts Regulations 2013"
   • This triggers the law and ensures proper processing.
6. Your contact email address and phone number
   • This allows the club to send you confirmation.
7. A request for written confirmation of cancellation
   • This creates your proof that the club received and processed your request.

Preferred contact method

Email is preferable to post because it provides an instant timestamp and read receipt. Send your cancellation notice to the membership team email address you obtained, and request delivery confirmation or read receipt. If you must post your notice, use recorded delivery so you have proof the club received it.

Final thoughts: take control of your fitness spending

Cancelling a gym membership shouldn't feel like navigating a legal minefield. You have rights under UK consumer law, and LivingWell is required to respect them. The key is knowing what those rights are and documenting your cancellation clearly and in writing.

Whether you're leaving due to relocation, budget constraints, or simply finding the facilities don't meet your needs, you deserve a straightforward cancellation process. Stopee has helped thousands of consumers cancel unfair memberships, dispute unauthorized charges, and recover refunds they thought they'd lost. Your situation is solvable-you just need the right information and the confidence to assert your rights.

Start today by locating your membership agreement and noting your notice period. Submit your written cancellation notice immediately. Keep copies of everything. And if LivingWell resists, you know exactly how to escalate. Your fitness spending is your decision, and you have the power to take it back.