Manage Glofox

How to cancel your glofox membership and get your money back in new zealand

What glofox is and why you might want to cancel

Glofox is a cloud-based management platform that gyms, studios and fitness businesses use to handle bookings, memberships, payments and member apps. If you joined a studio or gym that uses Glofox, your membership is managed through their system, not directly by Glofox itself. Understanding how Glofox works will help you cancel smoothly and avoid billing surprises.

Who uses glofox in new zealand

Small studios, multi-location gyms and franchise operations across New Zealand rely on Glofox to run their day-to-day member operations. Each business configures its own cancellation policies and billing cycles within the Glofox platform. This means your cancellation experience depends partly on your gym or studio's setup, and partly on how you originally subscribed.

Why you might cancel

You may want to cancel because you've moved, changed fitness priorities, found a better value option, or simply no longer use the service. Whatever your reason, Stopee is here to guide you through the process step-by-step. Cancelling the right way protects your refund rights and prevents unwanted charges after you leave.

Your consumer rights under new zealand law

New Zealand law gives you specific protections when you cancel a gym or fitness membership through a digital platform like Glofox. Knowing your rights ensures you don't accept less than you're entitled to.

Consumer guarantees act protections

The Consumer Guarantees Act 1993 protects you if a service is faulty, not delivered, or not fit for purpose. If your gym closed unexpectedly, Glofox platform failed during your membership period, or the service was misrepresented, you have grounds to request a refund or compensation. You don't need to accept the business's standard cancellation terms if the service fundamentally failed to meet its promise.

Cooling-off rights and subscription law

New Zealand's Fair Trading Act requires businesses to be clear about recurring subscription terms. If you subscribed through the Glofox app store version (Apple or Google Play), you have different rights than if you subscribed directly through your gym. Stopee recommends checking your original confirmation email to see exactly how you subscribed, as this determines your cancellation path and refund eligibility.

Methods to cancel your glofox membership

You can cancel your Glofox membership in several ways depending on how you originally set up your account. Each method has a different timeline and process.

Cancel directly through the gym or studio using the glofox web portal

This is the most common cancellation method. Your gym or studio manages your membership within Glofox, and you cancel through their account dashboard. This method gives you the clearest record of cancellation and fastest access to your membership details.

Cancel through app store subscriptions if you downloaded the app

If you downloaded the Glofox mobile app directly from Apple App Store or Google Play and subscribed through that app, you'll cancel through your phone's app store settings instead. This is separate from cancelling through the gym's web portal. You must do both if you want a complete cancellation.

Cancel by contacting your gym or studio directly

Many gyms and studios have customer service teams who can cancel memberships on your behalf. This is often the fastest route and creates a paper trail of your cancellation request. Stopee recommends this approach if you want immediate confirmation and a named contact.

How to cancel your glofox membership step by step

Follow the method that matches how you originally subscribed. Each process takes just a few minutes if you have your login details.

Cancel via the glofox web portal

1. Log in to your gym or studio's Glofox account using your email and password.
   • If you forgot your login, use the "Forgot Password" link on the login page.
   • You'll receive a password reset email within 2-5 minutes.
2. Find your account name or member profile in the dashboard.
   • Look for "Account", "My Profile", or "Member Information" in the main menu.
   • If your gym uses a branded app, you may log in through the studio's app instead.
3. Select the option to manage or view your membership details.
   • This may appear as "Membership", "Subscriptions", or "Active Memberships".
4. Click "Cancel Membership" or "Actions" and select the cancellation option.
   • Glofox offers two options: cancel immediately or set a future cancellation date.
   • Choose the date that suits you; your access typically continues until that end date.
5. Confirm your cancellation request.
   • You will receive a confirmation screen and usually an email receipt within 1 hour.
   • Save or screenshot this confirmation; you'll need it for refund tracking.
6. Check your email for a cancellation confirmation from Glofox or your gym.
   • This email should confirm your cancellation effective date and any refund status.
   • Pro tip: forward this email to yourself as a personal record.

Cancel via apple app store or google play

1. Open the Apple App Store or Google Play Store on your phone.
   • On iPhone: open the App Store app and tap your profile icon (top right).
   • On Android: open Google Play, tap your profile icon, then tap "Manage your Google Account".
2. Find "Subscriptions" or "App subscriptions" in the menu.
   • On Apple: tap "Subscriptions", then find Glofox in the list.
   • On Google Play: go to "Payments and subscriptions", then "Subscriptions".
3. Select the Glofox app subscription from the list.
   • You'll see your subscription status, price and renewal date.
4. Tap "Cancel Subscription" or "Unsubscribe".
   • The app store will ask you why you're cancelling; this is optional but helps the business improve.
5. Confirm the cancellation.
   • You'll receive an instant confirmation on screen and a confirmation email from Apple or Google within 1-2 hours.
   • Warning: cancelling through the app store does not automatically cancel through your gym's web account; you must do both.

Cancel by contacting your gym or studio directly

1. Locate your gym or studio's contact details from your membership confirmation email or their website.
   • Look for a customer service phone number, email address or live chat option.
2. Send an email or call and ask to speak with someone who handles membership cancellations.
   • Email is best because it creates a written record you can reference later.
3. Provide your full name, email address and membership number.
   • Your membership number appears on your invoice, confirmation email or Glofox login page.
4. State clearly that you want to cancel your membership effective immediately or on a specific date.
   • Be specific: "I want to cancel my membership effective 15 August 2024" works better than "I want to cancel soon".
5. Ask for written confirmation of your cancellation request.
   • The customer service team should email you a confirmation ticket or reference number.
   • Save this email; you'll need it if you need to dispute a charge later.

What happens after you cancel your glofox membership

Cancelling your membership is only half the process. You need to understand what access you lose and when, plus how to track your refund.

Your access timeline after cancellation

Your access to your gym or studio continues until the cancellation effective date you chose or the end of your paid billing period, whichever comes first. If you cancelled with an effective date of 31 August, you can still book and use classes until 31 August 23:59. On 1 September, your account will likely be locked and you won't be able to book new classes or access member features.

What happens to your personal data

Your member records, booking history and payment details usually stay in your gym's Glofox account according to their data retention policy. If you want your personal data exported or deleted, request this from your gym directly; Stopee recommends sending a written request via email to create a record. The gym must respond within 20 working days under the Privacy Act 2020. If they don't, you can lodge a complaint with the Privacy Commissioner.

Refunds: when you get your money back

Refunds depend on why you cancelled, when you cancelled within your billing cycle, and how you originally paid. Understanding refund timelines and your eligibility helps you track your money and know when to follow up.

Refunds for card payments

If you paid by credit or debit card, your refund is credited back to the same card you used. Stopee recommends allowing 5 to 14 days for the refund to appear in your bank account, depending on your bank's processing time. If you cancelled mid-cycle and paid monthly, you should receive a pro-rata refund for unused days.

Direct debit refunds through GoCardless

If your gym uses GoCardless for Direct Debit payments, refunds take 7 to 10 working days. These appear directly in your bank account without you needing to do anything. Check your bank statement under the GoCardless transaction name; sometimes refunds show as a separate entry that takes a few hours to appear alongside the original charge.

Partial refunds and credit balances

If you cancelled mid-billing cycle, you may be entitled to a pro-rata refund for unused days. Example: you paid NZD $100 for 30 days but cancelled after 10 days; you should receive a refund of approximately NZD $66.67. Glofox allows gyms to issue partial refunds multiple times up to the original payment amount, which means if you have a credit balance on your account, the gym can apply it to future charges or refund it separately.

When refunds don't apply

Warning: New Zealand law does not grant an automatic 14-day cooling-off right for app subscriptions or digital services like Glofox memberships. Your right to a refund depends on whether the service was faulty, not delivered, or misrepresented. If you changed your mind simply because you no longer want to go to the gym, the business is not required to refund you under Consumer Guarantees Act. However, if the gym closed, Glofox platform was down during your membership, or the service was not as advertised, you have legal grounds to demand a refund. Stopee recommends requesting your refund in writing and citing the specific failure; if the business refuses, you can escalate to the Commerce Commission.

Pricing and plan types explained

Glofox doesn't publish standard New Zealand Dollar pricing; your gym sets its own prices. Understanding the typical pricing structure helps you assess whether you were charged fairly and if you qualify for any refund.

Pro tip: ask your gym which Glofox plan they use when you sign up. This affects how features like class bookings and cancellations work, and can impact your cancellation experience.

Common mistakes people make when cancelling

Cancelling feels straightforward, but small oversights can leave you with unexpected charges or refund delays. These mistakes are preventable if you know what to watch for.

Forgetting to cancel both the web and app store subscriptions

If you subscribed through your phone app, you have two separate subscriptions: one with your gym through Glofox's web system, and one with Apple or Google. Cancelling only one leaves the other active and keeps charging you. Always cancel both. After you cancel through the web portal, go to your app store settings and verify the Glofox subscription is gone. Stopee recommends checking your app store subscriptions once a week for a month after cancellation to confirm no charges reappear.

Cancelling without taking screenshots or saving confirmation emails

If you cancel and a dispute arises 3 months later, your only proof is written confirmation. If you didn't save the cancellation email or screenshot, the business can claim they never received your cancellation request. Always screenshot your cancellation confirmation screen and save every email from the gym or Glofox. Keep these in a folder called "Cancellations" on your computer; you'll need them if you need to claim a refund through your bank or escalate to the Commerce Commission.

Not checking your bank statement for recurring charges after cancelling

Some gyms or faulty system configurations keep charging even after you cancel. Check your bank statement 2-3 days after your cancellation effective date. If a charge appears, contact your gym immediately with your cancellation confirmation number. If they don't refund within 5 working days, contact your bank to dispute the charge as unauthorized.

Assuming a refund has been processed because you saw an email

An email saying "your refund has been processed" doesn't mean money is in your account yet. Banks take 5-14 days to show the credit. Wait 14 days and check your statement. If it hasn't appeared, contact your bank with your confirmation email and ask them to trace the refund. If your bank says they never received it, go back to the gym with proof and ask for a manual refund cheque or a new card charge.

Before you decide to cancel: questions to ask yourself

Cancelling is permanent on your membership term; once you lose access, you lose your spot in classes and any class passes you bought. Ask yourself these questions before you commit.

Cancellation checklist for new zealand members

Use this checklist to ensure you cancel completely and have documentation for any future dispute or refund claim.

1. Log in to your Glofox account and locate your membership details.
2. Choose your cancellation date (immediate or future date).
3. Click "Cancel Membership" and confirm.
4. Screenshot the cancellation confirmation screen.
5. Save the cancellation confirmation email when it arrives.
6. Check your app store settings and cancel the app subscription if you have one.
7. Wait 2-5 days and verify no new charges appear on your bank statement.
8. After 5-14 days, check that your refund has appeared in your bank account.
9. If no refund appears by day 14, contact your gym with your cancellation confirmation number.
10. If your gym doesn't respond within 5 working days, contact your bank to dispute the charge.

Your next steps with stopee

Cancelling your Glofox membership doesn't have to be stressful. Stopee has helped thousands of consumers cancel recurring subscriptions across New Zealand, including gym and fitness memberships managed through platforms like Glofox. We provide step-by-step guidance, escalation support if your gym refuses to refund you, and expert advice on your consumer rights under New Zealand law.

If you encounter any issues during cancellation-refunds that don't arrive, unexpected charges after you cancel, or a gym that refuses to process your cancellation-visit Stopee.com for additional resources and contact templates. You have legal rights, and Stopee is here to help you claim them.

Contact details for support if your cancellation fails

If your gym doesn't respond to cancellation requests, first contact Glofox support directly at support@glofox.com. Provide your gym name, membership number and cancellation date. If Glofox doesn't respond within 10 working days, escalate to the Commerce Commission (comcom.govt.nz) or the Privacy Commissioner if your data hasn't been handled correctly. Stopee recommends keeping a detailed log of every contact attempt with dates, times and names of staff members you spoke to. This creates a paper trail that regulators can review.