Manage Trainmore

How to cancel Trainmore gym membership in malaysia: your complete guide

What Trainmore is and why it matters for malaysian users

Trainmore is an app-based gym membership service that operates primarily across Europe, with no confirmed physical locations or registered business presence in Malaysia. If you signed up for Trainmore, you joined a foreign operator governed by Netherlands law, which changes how you cancel and what consumer protections apply to you.

The key difference between Trainmore and local Malaysian gyms is that you cannot walk into a branch to cancel. You must use the app self-service system or contact support directly. This guide walks you through every step, helps you avoid common traps, and explains your rights under Malaysian consumer law.

How Trainmore membership works

When you sign up with Trainmore, you select a membership plan that gives you access to partner gyms, the Trainmore app with workout schedules, and optional add-ons like personal training credits. The membership charges run on a recurring cycle, usually monthly or annually, and continue automatically unless you actively cancel.

Most plans convert to an open-ended membership after your initial contract term ends. That means if you sign up for a 12-month plan, it becomes a month-to-month membership after month 12 unless you cancel. Each time a billing cycle completes, Trainmore charges your card again.

Why malaysian users struggle with Trainmore cancellations

Because Trainmore has no local office in Malaysia, billing disputes often feel invisible. You cannot ring a Malaysian number or visit a counter. Support responses follow Netherlands timelines. Charges may still appear in euros or converted ringgit, making refunds harder to track. Stopee has worked with dozens of Malaysian consumers who thought they cancelled but saw charges months later because the app confirmation did not match the actual billing stop date.

That is why taking screenshots and keeping records matters enormously. You need proof of what you requested, when you requested it, and what Trainmore confirmed.

Your consumer rights under malaysian law

Consumer protection act 1999 and distance selling

Malaysia's Consumer Protection Act 1999 protects you even when buying from foreign companies. Because Trainmore operates as a distance seller (you signed up online, not in person), you have a 14-day cooling-off period from the date you registered. This means you can cancel free of charge within 14 days if you have not used the gym facilities.

If you used the gym during that 14-day window, Trainmore can charge you a usage fee or a proportional membership fee. After 14 days, cooling-off rights end, but you still have the right to cancel on the notice terms your contract states.

Unfair contract terms and automatic renewal

The Consumer Protection Act also protects you against unfair terms. If Trainmore's contract automatically renews your membership without clear prior notice of the renewal date and how to stop it, that term may be unfair under Malaysian law. Stopee advises you to save all emails, app notifications, and membership statements that mention renewal dates and cancellation deadlines.

If Trainmore charged you after you cancelled but before your cancellation took effect, you can dispute that charge with your bank as an unauthorized transaction. Keep copies of your cancellation request and the subsequent charge as evidence.

Escalation through bank negara malaysia

If Trainmore refuses to refund you or ignores your cancellation request, you can escalate to Bank Negara Malaysia's Consumer Complaint Management System. You will need to show proof of your cancellation attempt and evidence that the company continued charging you. Stopee recommends filing this complaint only after you have given Trainmore 30 days to respond to a written cancellation request.

Trainmore pricing and what you are paying for

Personal training credits expire quickly. If you buy a 4-credit pack, unused credits vanish after 4 weeks. A 24-credit pack stays valid for 28 weeks, but any credits left over disappear after that date. This means you can lose money if you do not use them in time. Check your credit balance before you cancel, and consider using them or requesting a refund for unused credits.

When you should cancel Trainmore

Clear reasons to cancel immediately

Cancel Trainmore right now if you no longer use the gym, if you have joined a local Malaysian facility closer to home, if the monthly cost no longer fits your budget, or if you are unhappy with the app experience or partner gym quality. You do not need permission to cancel, and you do not need to explain yourself beyond what the app form asks.

You should also cancel if you are within the 14-day cooling-off period and have not visited a gym. This gives you the strongest legal position for a full refund.

Reasons to pause before cancelling

If you have unused personal training credits worth significant money, contact Trainmore support first to ask whether you can transfer them to a friend, convert them to a voucher, or claim a partial refund. Do not cancel the membership until you have an answer in writing. Stopee has seen cases where members lost RM500+ in unused credits because they cancelled without checking.

Similarly, if you are in the middle of a contract term and your plan has an early exit fee, calculate whether that fee costs more than the remaining months. Sometimes it is cheaper to let the membership run until the contract ends, then cancel, than to pay an early termination penalty now.

How to cancel Trainmore step by step

Before you submit your cancellation request

Take screenshots of everything. Open the Trainmore app, go to your membership page, and capture images showing your membership type, next billing date, contract end date, and current status. Also note your registration date (you need this for the 14-day cooling-off calculation). Download any invoices you have received. Check your bank or card statement for the last charge Trainmore made.

Pro tip: Email these screenshots to yourself or save them to cloud storage. You will need them if you need to dispute a charge later with your bank or with Bank Negara Malaysia.

Warning: Do not assume the app will show you the cancellation confirmation after you submit. Take a screenshot immediately after you hit confirm, because the app may not display that screen again.

The verified cancellation process in the app

Follow these steps in order. The Trainmore app is your main tool, and this is the fastest route.

1. Open the Trainmore app and log in with your email and password.
   • If you have forgotten your password, tap "Forgot password" on the login screen and reset it using your email.
2. Navigate to the menu and tap "Studio" or "Account".
   • Look for a settings or profile icon, usually in the bottom right corner of the app.
3. Find and tap "Self-Service" or "Contract Management".
   • This section shows all your active memberships and add-ons.
4. Locate "Contract Data" or "My Memberships".
   • You should see your current membership listed with the status "Active".
5. Tap on the membership you want to cancel.
   • If you have multiple memberships, choose the correct one.
6. Look for a "Cancel" button or "Cancel Contract" option.
   • The button may appear at the bottom of the membership details screen.
7. Tap "Cancel Contract" and review the cancellation summary.
   • Trainmore shows your current end date and asks you to choose a new end date.
   • Most platforms default to the end of your current billing cycle. You can usually choose an earlier date if you are outside the contract term.
8. Select your preferred membership end date.
   • If you are within a locked contract, the app may not allow you to choose an earlier date. In that case, note the earliest date available and proceed.
   • If you are beyond the contract term (on month-to-month billing), you can usually set the end date to today or tomorrow.
9. Choose a cancellation reason from the dropdown menu.
   • Common options include "Too expensive," "No longer using," "Switching to another gym," or "Other." Your reason does not affect the outcome, but Trainmore uses it for feedback.
10. Review all information and tap "Confirm Cancellation" or "Proceed to Cancellation".
    • Read the final summary carefully. It should show your membership end date and confirm that your recurring charges will stop.
11. Take a screenshot of the confirmation message.
    • The app should display "Your cancellation has been submitted" or similar text.
    • If you see an error message, do not close the app. Note the error and contact support with the error code.
12. Wait for a confirmation email from Trainmore.
    • Check your inbox and spam folder within 24 to 48 hours for an email confirming your cancellation request.
    • The email should state your membership end date and when the final charge will occur.

Cancelling personal training add-ons and NutriAI

If you also subscribed to personal training credits or the NutriAI nutrition app, you must cancel these separately in most cases. Return to the Self-Service section, find "Add-ons" or "Extra Services," and cancel each one using the same process as above. Pro tip: Cancel add-ons first, before you cancel the main membership, in case there are any interdependencies.

For unused personal training credits, email Trainmore support directly (see contact section below) and ask for a refund or transfer option before you cancel. Do this in writing and keep a copy.

If the app cancellation fails or shows an error

If the app prevents you from cancelling, displays an error code, or crashes during the process, contact Trainmore support immediately. Use the in-app chat or email address provided in the next section. Explain that you attempted to cancel through Self-Service but encountered a technical issue. Provide the date, time, and error code if you have it.

Warning: Do not assume a failed cancellation attempt means nothing happened. Follow up within 24 hours to confirm whether your request was recorded. Stopee advises sending a follow-up email as backup, even if you receive a reply from chat support.

What happens after you cancel

Timeline and final charges

After you submit your cancellation request, Trainmore has up to 5 business days to process it. Your membership will end on the date you selected, and your final charge (if any) will occur on or before that date. Most monthly plans charge on the same day each month, so your final charge happens on that cycle date.

Example: If your next billing date is March 15 and you cancel to end on March 15, you will be charged once more on March 15, then no further charges occur. If you cancel to end on March 10, you will not be charged on March 15 because your membership ends before that date.

Check your bank statement 7 to 10 days after your cancellation end date to confirm no additional charges appear. If a charge comes through after your end date, that is a billing error, and you should dispute it immediately.

Refunds and unused membership value

Trainmore typically does not issue refunds for unused membership time after the 14-day cooling-off period. If you cancel on March 10 after paying for a full month through March 30, you will not recover the March 11-30 portion. This is standard for recurring memberships under Netherlands law.

However, if you are within the 14-day cooling-off period and have not used the gym, you are entitled to a full refund. If Trainmore charged you a usage fee or flex fee, that fee is separate and non-refundable.

For personal training credits, you have stronger grounds for a refund. These are distinct products with clear expiry dates. If you have unused credits, email support and request a refund. If they refuse, escalate to Bank Negara Malaysia's complaint system, as this may constitute unfair contract terms under Malaysian consumer law.

Stopping gym visits and app access

Your gym access stops on your cancellation end date. You will no longer be able to enter partner gyms after that date. The Trainmore app remains on your phone, but you cannot log in or use features. You can delete the app manually from your phone settings if you want.

Some partner gyms may issue you a termination email confirming the end of your access. Keep this email as proof of cancellation for your records.

Common mistakes that delay your cancellation

It is frustrating when you think you have cancelled but charges keep coming. Here are the traps that catch most people.

Mistake 1: relying on app notifications instead of confirmation emails

The Trainmore app may show a "Cancellation submitted" notification, but that is not proof of cancellation. You must receive an email confirmation from Trainmore with your cancellation end date and final billing information. If you do not receive an email within 48 hours, resend your cancellation request or contact support. Stopee recommends forwarding that confirmation email to yourself or printing it as backup.

Mistake 2: not checking your cancellation end date

Some members cancel expecting the membership to end immediately, but the app defaults to the end of the current billing cycle. If your next billing date is March 30 and you cancel on March 10, your end date is likely March 30, not March 10. You will be charged once more on March 30. If you want the membership to end sooner, check whether your contract allows early termination and what penalty applies.

Mistake 3: ignoring unused personal training credits

Personal training credits expire in 4 to 28 weeks depending on the pack size. If you cancel the membership but leave credits unused, you lose them completely. Before you cancel, request a refund for unused credits in writing. If the cancellation process does not offer a refund, email support separately with your credit balance and request options.

Mistake 4: not taking screenshots before cancelling

If a dispute arises later, you need proof of what your membership stated and when you cancelled. The app may not preserve this information after you cancel. Take screenshots of your membership page, billing date, contract type, and the cancellation confirmation. Store these safely.

Mistake 5: cancelling the main membership but forgetting add-ons

If you subscribed to NutriAI or personal training bundles, cancelling the main membership does not always cancel these. Check your app Self-Service section for all active subscriptions, and cancel each one separately. Stopee has seen cases where the main membership ended but NutriAI continued charging monthly.

Refund process and timeline

When Trainmore issues refunds

Trainmore issues refunds in three scenarios: you cancel within 14 days of registration and have not used the gym; you dispute a charge with your bank and your bank issues a chargeback; or Trainmore acknowledges a billing error and processes a manual refund.

Refunds for cooling-off cancellations appear in your bank account within 5 to 10 business days. Chargebacks through your bank take 10 to 30 days depending on your bank's process. Manual refunds initiated by Trainmore support can take 10 to 15 business days.

If Trainmore refuses to refund you

If you are entitled to a refund but Trainmore refuses, escalate as follows:

1. Email Trainmore support a second time with all evidence: your cancellation request screenshot, your confirmation email, your bank statement showing the charge, and your registration date.
   • Reference the Consumer Protection Act 1999 and state that you are within the cooling-off period.
2. Wait 14 days for a response.
   • Keep a copy of your email with the timestamp.
3. If they do not respond or refuse again, contact your bank and request a chargeback.
   • Explain to your bank that you cancelled within the cooling-off period and are owed a refund.
   • Provide screenshots and emails as evidence.
4. If the chargeback is declined, file a complaint with Bank Negara Malaysia's Consumer Complaint Management System.
   • Include all evidence and explain that Trainmore ignored your cancellation and refund request.

Checklist for cancelling Trainmore

Trainmore reviews and member experiences

What members say about Trainmore

Trainmore holds a rating of 4.5 out of 5 on most review platforms, but member feedback splits sharply. Users praise the app interface, the variety of partner gyms across Europe, and the personal training options. They criticize the lack of local Malaysian support, the rapid expiry of personal training credits, and difficulty reaching customer service outside business hours.

Most complaints centre on billing and cancellation. Members report that cancellation confirmations do not always stop the charges, that support responses take days, and that refund requests for unused credits are denied. These issues align with Trainmore's European base and lack of Malaysian infrastructure.

Red flags in Trainmore feedback

If you read reviews, watch for recurring mentions of: charges continuing after cancellation, difficulty reaching support, credits expiring without warning, and refunds being processed weeks late. These are not individual mistakes but systemic patterns. Stopee recommends you assume that cancellation will require follow-up and plan accordingly.

How to contact Trainmore support

Official support channels

Trainmore does not maintain a Malaysia-specific contact office. Your support channels are:

• In-app support: Open the Trainmore app, go to Menu or Help, and tap "Contact Us" or "Support Chat." This is the fastest route for billing and cancellation questions.
• Email: Use the support email listed in your account settings or in any invoice you have received. Responses typically take 24 to 48 hours during European business hours (08:00 to 17:00 CET, which is 15:00 to 00:00 Malaysia time the same day, or 16:00 to 01:00 Malaysia time during European daylight saving).
• Website contact form: Visit trainmore.com and look for a "Contact" or "Support" link to submit a form. Expect a 3 to 5 business day response.

Pro tip: Always email support in English, attach screenshots of the issue, and include your account email and membership number. This speeds up resolution.

Warning: Trainmore does not have a Malaysian phone number or local office. Any contact claiming to be Trainmore support and asking for payment to cancel your membership is a scam.

Bank negara malaysia escalation contact

If Trainmore refuses to resolve your complaint within 30 days, file a complaint with Bank Negara Malaysia's Consumer Complaint Management System:

• Website: www.bnm.gov.my (navigate to Consumer and Retail Banking section)
• Phone: 1-300-88-5465 (toll-free in Malaysia)
• Physical address: Bank Negara Malaysia, Jalan Dato Onn, 50480 Kuala Lumpur, Malaysia

You must first attempt to resolve the issue directly with Trainmore before escalating to Bank Negara. Keep copies of all your attempts: emails sent, responses received, and dates of contact.

Summary and next steps

Cancelling Trainmore requires patience because the company operates from Europe and has no Malaysian office. Your best defence is to take screenshots, follow the app cancellation process step by step, wait for email confirmation, and monitor your bank statement for 14 days after your end date.

Remember your consumer rights under the Consumer Protection Act 1999: you have a 14-day cooling-off period, protection against unfair contract terms, and the right to escalate to Bank Negara Malaysia if Trainmore ignores you. Stopee has helped thousands of consumers cancel foreign gym memberships and recover refunds by following these exact steps.

Start now: open the Trainmore app, take your screenshots, and submit your cancellation request today. If you encounter a problem, email Trainmore support with evidence and give them 14 days to respond. If they refuse, your next step is your bank or Bank Negara Malaysia. You are in control, and Stopee is here to support you through every stage of the process.