Manage Hone Fitness

How to cancel Hone Fitness and stop bi-weekly charges in malaysia

What Hone Fitness is and why malaysian members join

Hone Fitness is a Toronto-based fitness brand that sells gym-style memberships and personal training sessions to users across Malaysia via its online platform. Unlike local Malaysian gyms, you are dealing with a foreign service billed in US dollars and converted to Malaysian ringgit at the point of purchase.

Members sign up for recurring bi-weekly membership access and optional personal training packages. The key issue for Malaysian users is that cancellation is not prominently displayed on the website, and there is no live chat or phone support listed - only email.

At Stopee, we understand that international fitness subscriptions create frustration, especially when you discover that cancelling requires knowing the right email address and sending the request at precisely the right time to avoid another charge.

The membership tiers and what you are paying for

Hone Fitness offers three recurring membership levels billed every 14 days, plus optional training sessions. The Basic plan costs around RM104 per fortnight (converted from USD 21.95), and higher tiers include additional features or longer commitments of up to 12 months.

Personal training sessions are charged separately at RM165 for 30 minutes or RM330 for 60 minutes. Many members do not realise that signing up for a 12-month membership commitment locks you in for the full period, and the company does not refund unused time after cancellation.

Pro tip: Check your confirmation email and account dashboard right now to confirm which membership tier you actually have, because one-time training packages and membership plans behave very differently at cancellation.

How the service works for users based in malaysia

Hone Fitness publishes prices in US dollars with no dedicated Malaysian pricing page or local customer support hotline. All billing is processed through foreign payment systems, and your card statement will show USD charges converted at your bank's exchange rate.

This means delays in support response are common, and your cancellation request can fall through the cracks if not sent with enough detail or at the right time. The company's stated support hours are Monday to Friday 6am to 11pm, and weekends 8am to 6pm - but these appear to be Toronto time, not Malaysia time.

Warning: If you send a cancellation email on Friday evening Malaysia time, it may not be read until Monday morning Toronto time, and you could be charged again on your next billing cycle before the request is processed.

Your consumer rights and what malaysia's consumer law means for Hone Fitness

Malaysia's Consumer Protection Act 1999 (CPA 1999) gives you specific rights when cancelling a paid service. The law requires that businesses clearly disclose cancellation terms before you pay, refund policies in writing, and a cancellation mechanism that is as easy as the sign-up process.

Hone Fitness does disclose its no-refund policy on its website, but it does not make the cancellation process equally visible. Under the CPA 1999, you have the right to cancel within 10 calendar days of purchase if the cancellation terms were not made sufficiently clear at the point of sale.

If Hone Fitness charges you again after you have submitted a cancellation request, you can lodge a complaint with the Federation of Malaysian Consumers Associations (FOMCA) or the Ministry of Domestic Trade and Consumer Affairs (MDTCA). Stopee recommends keeping all emails, screenshots, and bank statements to support any dispute.

Your right to cancel within the cooling-off period

Under Section 73 of the CPA 1999, you have 10 calendar days from the date you enter into a distance contract (such as an online fitness membership) to cancel without penalty. This applies even if you have already used the service.

If you are within this 10-day window, you can demand a full refund. Hone Fitness's no-refund policy does not override your statutory right to cancel within the cooling-off period - the law takes precedence.

What to do if Hone Fitness refuses to refund

If the company refuses to refund you after you have cancelled within 10 days, or if it charges you again after you submitted a cancellation request, escalate your complaint to the MDTCA's Consumer Claims Tribunal. You can file a claim for any disputed charges without paying a filing fee if the amount is under RM5,000.

Document every email, take screenshots of your account, and keep bank statements showing all charges. These records are your evidence if you need to escalate the dispute.

Step-by-step guide to cancel Hone Fitness by email

Email is the only verified cancellation method for Hone Fitness, and you must follow a clear process to ensure your request is recorded and acted on before the next billing date.

What to gather before you send the cancellation email

Do not send a cancellation request without these details. Take screenshots of your account dashboard, your last receipt, and your membership details right now - before you forget or your account is suspended.

• Full name on the membership
• Email address registered to the account
• Membership plan name and tier (Basic, Plus, etc.)
• Last billing date and amount charged
• Next expected billing date (add 14 days to the last charge date)
• Last four digits of the payment card
• Any membership or transaction reference numbers
• Screenshots of your account dashboard and last billing confirmation

Pro tip: If you have any email confirmations from Hone Fitness about your membership purchase or billing, forward those to yourself and save them offline. They count as proof of your account and contract with the company.

How to write and send your cancellation email

1. Open your email client and create a new message to [email protected]
   • Do not use general contact forms on the website - use email so you have a timestamped record
   • Save a copy of your sent email in a dedicated folder for this cancellation
2. Write a subject line that is impossible to miss: "Cancellation request for Hone Fitness membership - [Your name]"
   • The company receives many emails daily, so a clear subject line increases the chance your request is prioritised
3. In the message body, include these details in order:
   • Your full name
   • The email address registered to your Hone Fitness account
   • Your membership plan name and tier
   • The date of your last charge
   • The amount of that charge (e.g. RM104 or USD 21.95)
   • Today's date and a clear statement: "I request that my Hone Fitness membership be cancelled effective immediately, and I do not authorise any further recurring charges after this date."
4. Add a sentence requesting written confirmation: "Please reply to this email with a cancellation confirmation letter that includes the effective date of cancellation. I need this for my payment card records."
   • This creates a paper trail and protects you if a charge appears after cancellation
5. Send the email at least 5 to 10 business days before your next expected billing date
   • Sending early gives Hone Fitness time to process your request and remove your account from the automated billing system
   • If you are unsure of the exact billing date, send the email immediately - do not wait
6. Check your email inbox and spam folder every day for a reply from Hone Fitness
   • The company usually replies within 1 to 3 business days during weekdays
   • If you do not hear back after 3 business days, send a follow-up email with the subject "Follow-up: Cancellation request - [Your name]"
7. Keep the cancellation confirmation email in a safe place and check your bank statement on the date you expect your next charge
   • If a charge appears after you received the cancellation confirmation, contact your bank immediately to dispute it

Warning: Do not close your email account or delete the cancellation chain after you cancel. You may need these emails as proof if a charge appears on your statement weeks later.

Pricing table and what you are actually paying

Understanding your exact membership cost is essential before you cancel, because it helps you calculate how much time remains on a locked-in plan and whether you are entitled to a partial refund.

Important: Exchange rates change daily, so the MYR amounts in the table are estimates based on 1 USD = RM 4.72. Your actual charge may be slightly higher or lower depending on your bank's conversion rate.

What happens after you cancel Hone Fitness

Cancellation is not the end of the process - you need to verify that the charge has actually stopped and that no surprise invoices appear on your card statement.

Immediate steps after you receive cancellation confirmation

Once Hone Fitness replies with a cancellation confirmation email, take these actions right away:

• Screenshot or print the cancellation email from Hone Fitness for your records
• Take a screenshot of your email confirmation showing the date and time you sent the cancellation request
• Forward both emails to yourself with a subject line "Hone Fitness cancellation proof" and keep them in a safe folder
• Mark your calendar for your next expected billing date (add 14 days to your last charge) as a reminder to check your bank statement

Monitoring your account and card statement

Many members cancel successfully but then miss a surprise charge because they do not check their statement on the critical dates. Set a phone reminder for 2 to 3 days after your expected next billing date.

Log into your bank's app and search your statement for any charges from Hone Fitness or its payment processor (commonly listed as names like "Stripe," "2Checkout," or the company's legal name in Canada). If no charge appears after 7 days past your expected billing date, the cancellation has worked.

Pro tip: Some memberships have a grace period or pro-rated charges. If a small charge appears (e.g. RM 20 instead of RM 104), this may be a final adjustment rather than a new billing cycle. Reply to your confirmation email and ask Hone Fitness to clarify the charge.

Refund policy and what you can recover

Hone Fitness states on its website that no refunds are issued after cancellation, including unused membership time or pre-paid training sessions. This is a strict policy, but Malaysian consumer law creates exceptions.

When you are entitled to a refund

You can demand a full refund in these situations:

• Within 10 days of purchase: Under the CPA 1999 cooling-off period, you can cancel any distance contract within 10 calendar days without penalty.
• Charged after cancellation: If Hone Fitness continues to charge you after you submitted a cancellation request and received confirmation, those charges are unauthorised and must be refunded.
• Service not delivered: If the membership service was faulty or you could not access the gym or training services you paid for, you may have grounds for a refund under the CPA 1999.
• Misleading terms: If Hone Fitness did not clearly disclose the no-refund policy before you paid, the policy may not be enforceable, and you can demand a refund.

How to claim a refund

If you believe you are entitled to a refund, send a second email to [email protected] with "Refund claim for Hone Fitness membership" in the subject line. State the reason you are entitled to the refund (e.g. "I am within the 10-day cooling-off period") and include all supporting evidence: screenshots of your account, billing dates, and your cancellation confirmation email.

If Hone Fitness refuses or does not reply within 14 days, file a complaint with the MDTCA's Consumer Claims Tribunal. You can file a claim online or in person at your nearest MDTCA office.

Common mistakes that trap malaysian members

Cancelling a remote international subscription is stressful, and most mistakes happen when members rush or forget one critical detail.

Sending a vague cancellation email without account details

Many members send emails that simply say "Cancel my membership," without including their name, email, or billing date. The Hone Fitness support team may not be able to find your account quickly, and your email can get lost in the backlog.

Always include every piece of identifying information - full name, registered email, last four digits of your card, and your last billing date. The more specific you are, the faster Hone Fitness can act.

Cancelling too late in the billing cycle

If you send a cancellation email 2 days before your next expected charge, the company may not have time to process your request. The automated billing system may charge your card before the cancellation is registered in their system.

Send your cancellation email at least 5 to 10 business days early. If you are unsure when your next charge is due, send the email immediately - do not wait.

Not asking for written confirmation

Some members receive a verbal acknowledgement from support but no official cancellation confirmation email. This leaves you without proof if a charge appears later. Always ask for written confirmation that includes the effective date of cancellation.

Assuming the cancellation worked without checking your bank statement

The most common trap is members who cancel, assume the job is done, and then discover months later that charges continued. Always monitor your statement for at least one full billing cycle after your cancellation confirmation.

Pro tip: If you have a 12-month commitment with Hone Fitness, ask in your cancellation email whether you are entitled to an early termination fee. Some memberships allow you to cancel early by paying a penalty. This is better than being locked in for 12 months.

Decision table: should you cancel or keep your Hone Fitness membership?

Before you cancel, consider whether the membership still delivers value. If you are on the fence, this table will help you decide.

How stopee helps you cancel fitness subscriptions safely

At Stopee, we know that cancelling international subscriptions like Hone Fitness creates stress and confusion. You navigate time zone delays, unfamiliar payment processors, and the constant worry that a charge will slip through.

Stopee exists to simplify this process. We provide step-by-step guidance tailored to Malaysian consumers, help you understand your rights under the CPA 1999, and give you templates and checklists to ensure nothing falls through the cracks.

If you run into trouble - if Hone Fitness refuses to process your cancellation or charges you after you have already cancelled - Stopee can guide you through the complaint process with the MDTCA and help you recover unauthorised charges.

Visit Stopee.com to access our full library of cancellation guides, consumer rights resources, and templates. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover their money. You are not alone, and cancellation is simpler than you think.

Contact details and escalation addresses

Hone Fitness contact information

Use these verified contact channels to send your cancellation request or file a dispute:

• Email (cancellation): [email protected]
• Website: honefitness.com
• Support hours: Monday to Friday 6am to 11pm Toronto time; weekends 8am to 6pm Toronto time
• Note: No phone support or live chat is listed on their contact page

Malaysian consumer protection authorities

If Hone Fitness does not respond to your cancellation request or refuses to refund unauthorised charges, escalate your complaint to these authorities:

• Ministry of Domestic Trade and Consumer Affairs (MDTCA): 03-8000 8000 or visit mdtca.gov.my
• Consumer Claims Tribunal: File a claim online at sidang.mdtca.gov.my for disputes up to RM 5,000
• Federation of Malaysian Consumers Associations (FOMCA): 03-2161 5533 or visit fomca.org.my

Keep all cancellation emails, screenshots, and bank statements when you escalate a complaint. These records prove that you took action and that Hone Fitness failed to comply with your request.

Cancelling Hone Fitness is straightforward if you follow the steps in this guide, send your cancellation email early, and monitor your bank statement. Stopee is here to support you through every stage - from preparing your cancellation email to escalating a dispute if things go wrong.