Manage Urban Air

How to cancel your urban air membership and stop recurring charges

Understanding urban air and why cancellation matters

Urban Air is an indoor adventure park chain that sells ongoing memberships to access trampolines, climbing walls, obstacle courses, and family entertainment attractions. The key thing to understand is that Urban Air operates on automatic renewal-once you sign up, your card or digital wallet gets charged on a recurring schedule until you actively cancel.

The problem many Filipino members face is that the cancellation process is deliberately hidden. Urban Air makes signing up simple (often at the counter or through a staff tablet), but the path to cancel is not published clearly on their membership page. This is a common dark pattern in the fitness and entertainment industry, and you deserve better.

What you actually pay for with urban air

Urban Air membership plans come in three main billing cycles, with approximate Philippine peso equivalents based on their published pricing structure:

The appeal is clear: pay once, visit as many times as you want instead of buying single-entry tickets at ₱400-₱800 per person. But if you stop using the park-whether due to illness, moving away, or simply changing priorities-your membership auto-renews and you lose money. That charge keeps happening unless you take active steps to stop it.

Urban air in the philippines: availability and support challenges

This is where Filipino members hit a real friction point. Urban Air has very limited physical locations in the Philippines. Most Filipino members are either dealing with international park locations or managing memberships through foreign customer service channels. Support is typically handled in English through US-based teams, and their official support hours (Monday to Friday, 9:00 AM to 5:00 PM Central Standard Time) fall outside most Filipino working hours.

If you want family entertainment with no recurring fees, consider local alternatives: Winged Wonder charges ₱300-₱500 per session, Ride Up Manila ranges from ₱350-₱600, and Urbanize Philippines sits at ₱300-₱500 per visit. These options let you pay only when you actually use the facility.

Your consumer rights and what they mean for you

The Consumer Act of the Philippines (Republic Act No. 7394) protects you from unfair automatic renewal practices. Here is what the law guarantees:

What the consumer act of the philippines requires from urban air

Under Republic Act No. 7394, any company that bills you repeatedly must:

• Clearly disclose all renewal terms before you sign up
• Give you a simple, accessible way to cancel that is just as easy as signing up
• Provide a cancellation method that works during normal business hours
• Honor cancellation requests within a reasonable timeframe (usually 3-5 business days)
• Stop all charges once cancellation is confirmed

If Urban Air fails to provide a clear cancellation method or continues charging after you cancel, you have grounds to file a complaint with the Department of Trade and Industry (DTI) or request a chargeback through your payment provider.

Your right to a refund under philippine law

If you cancel within 14 days of your initial purchase, you are entitled to a full refund under the Consumer Act. If you cancel after that period but before your first renewal, you have the right to a refund of any amount charged after your formal cancellation request.

Keep all proof: your cancellation email, the date you sent it, your membership confirmation, and your latest billing statement. This evidence protects you if Urban Air claims they never received your cancellation.

How to cancel urban air step by step

Follow these methods in order, keeping detailed records of every attempt.

Method 1: cancel through the official contact form

This is your primary cancellation route and should always be your first attempt.

1. Visit the Urban Air contact page at urbanair.com/contact-us
2. Select "Membership Services" or "Billing" from the inquiry type dropdown
3. Fill in your full name, email address, and phone number exactly as they appear on your membership
4. In the message field, write:
   • "I formally request immediate cancellation of my Urban Air membership"
   • Include your membership ID (found on your confirmation email or account page)
   • State your billing end date
   • Request written confirmation of cancellation
5. Attach a screenshot of your membership or your last billing statement
6. Click "Submit" and take a screenshot showing confirmation
7. Save the confirmation number provided

Pro tip: Urban Air processes contact form requests within 2-3 business days. Send your request on a Monday or Tuesday morning (US Eastern Time) to avoid weekend delays. Wednesday to Friday submissions often process the following week.

Method 2: cancel by email if the contact form gives no response

If you do not receive a response within 5 business days, escalate by email.

1. Send an email to the main support address: memberservices@urbanairtrampolinepark.com (or billing@urbanairtrampolinepark.com)
2. Use the subject line: "Membership Cancellation Request-[Your Name]-Member ID [Your ID]"
3. Include the following in your email body:
   • Your full name and date of birth
   • Your membership ID
   • The email address linked to your account
   • Your current billing date and plan name
   • The date of your last visit (if applicable)
   • A clear statement: "I request immediate cancellation of my membership effective today. Please confirm cancellation within 48 hours."
4. Attach your membership confirmation email and your most recent billing receipt
5. Send the email and immediately take a screenshot of the "sent" confirmation
6. Set a reminder to follow up if you do not hear back within 3 business days

Warning: Do not rely on phone calls alone. Always send written requests by email or form so you have a record. If a staff member promises to cancel your membership verbally, you have no proof, and the charges will likely continue.

Method 3: cancel through your payment method provider

If Urban Air ignores your cancellation requests, contact your payment provider directly to block recurring charges.

1. Log into your credit card, GCash, Maya, or bank account portal
2. Navigate to "Recurring Payments," "Subscriptions," or "Automatic Payments" (names vary by provider)
3. Find Urban Air in the list of active recurring transactions
4. Select "Disable," "Stop," or "Revoke access"
5. Confirm the action and take a screenshot
6. Request a written confirmation email from your payment provider showing Urban Air's recurring charge has been stopped

This method protects you immediately, but it does not formally cancel your membership. Urban Air may attempt to reactivate the charge later. Always follow this with Method 1 or 2 to ensure the membership itself is cancelled at Urban Air's end.

Method 4: file a chargeback as a last resort

If Urban Air continues charging you after you have submitted a formal cancellation request with proof, you have the right to dispute the charge with your bank or payment processor.

1. Contact your bank, credit card company, GCash, or Maya customer service
2. Request a "chargeback" or "dispute" for the Urban Air charges
3. Provide them with:
   • Your cancellation email or contact form confirmation
   • Screenshots of the date you submitted the request
   • The billing statements showing charges continued after your cancellation request
   • Any replies (or lack of reply) from Urban Air
4. Most chargebacks succeed when you can prove you requested cancellation and were ignored
5. Your bank will typically refund the disputed charges within 7-14 business days

Warning: A chargeback may result in your Urban Air account being locked or flagged. This is intentional-companies use this as a deterrent. However, you have the legal right to dispute fraudulent or unauthorized recurring charges.

What happens after you cancel

Cancellation does not happen instantly, and you deserve clarity on the timeline.

What to expect in the days after you submit a cancellation request

After you submit your cancellation through any method, here is the realistic timeline:

• Same day to 24 hours: You may receive an automated confirmation that your request was received (often via email). This is NOT the same as confirmation that your membership is cancelled.
• 24-72 hours: A human representative reviews your request. If everything matches, they process the cancellation on their system.
• 3-5 business days: Urban Air should send you a written confirmation that your membership is terminated, effective immediately or on your next billing date (they should specify which).
• Your next billing cycle: No charge should appear. If a charge posts, your cancellation was not processed-contact Urban Air immediately with your confirmation email.

Keep all confirmation emails in a separate folder. You will need them if there is any dispute.

Check your billing statement two weeks after cancellation

This is crucial: do not assume your membership is gone just because Urban Air said so. Log into your credit card, GCash, or bank account and verify that no charge appears on your next billing date. If a charge does post, you have proof that Urban Air failed to honour your cancellation request.

How to get a refund if you were overcharged

Urban Air may owe you money if they charged you after you cancelled or if you are within your refund window.

Refund scenarios and your rights

How to request a refund from urban air

1. Send a formal refund request email to memberservices@urbanairtrampolinepark.com with subject: "Refund Request-[Your Name]-Member ID [Your ID]"
2. Include:
   • The exact amount you were charged
   • The date of the charge
   • The date you requested cancellation
   • A copy of your cancellation confirmation (if you have it)
   • Your original payment method (credit card last 4 digits, GCash account, etc.)
3. Request refund to your original payment method within 7 business days
4. Wait 5 business days for a response
5. If Urban Air denies the refund or does not respond, file a complaint with the Department of Trade and Industry

Common mistakes people make when cancelling urban air

Most Filipino members who struggle with Urban Air cancellation make the same preventable errors. You can avoid every one of them.

Mistake 1: relying only on a phone call or in-person conversation

You call the Urban Air counter, speak to a friendly staff member, and they say "No problem, we will cancel your membership." You hang up relieved. Two weeks later, you are charged again.

This happens because the staff member who answered the phone cannot access the billing system, or their note got lost, or they simply forgot. Always follow up every verbal cancellation with a written request by email or contact form. You need a paper trail.

Mistake 2: not checking the exact spelling of your name and email on your account

Urban Air has your membership under "John Dela Cruz" but you sign your cancellation request as "Jonathan D. Cruz." The system does not match the records, and your request disappears into a black hole. Before you send any cancellation request, log into your account page and copy your name and email exactly as they appear in Urban Air's system. Paste them into your cancellation request to eliminate any mismatch.

Mistake 3: assuming a charge that appeared is from a different vendor

You see a charge on your GCash or credit card statement under a name like "URBAIN AIR" or "UAP BILLING" and think it is a scam or a different company. You dispute it instead of cancelling the original membership. Meanwhile, the membership stays active.

Before you dispute anything, log into your Urban Air account and check if the charge matches your plan and billing date. Most payment processors show company names in shortened or coded formats. Match the amount and date to confirm it is really Urban Air before taking action.

Mistake 4: cancelling through a third-party booking app instead of directly with urban air

You signed up for your Urban Air membership through a third-party website or app (like Klook or a local reseller). You think you can cancel there. You cannot. That third party handles the booking, but Urban Air handles the recurring charges. You must cancel directly with Urban Air, even if you signed up through an intermediary.

Mistake 5: not saving proof of your cancellation request

You fill out the contact form and click submit. You do not take a screenshot. Three weeks later, Urban Air charges you again and claims they never received a cancellation request. You have no proof you ever sent one.

Every time you submit a cancellation request-by form, email, or any method-immediately take a screenshot showing your request and the confirmation number. Save this in a folder called "Urban Air Cancellation" on your phone or computer. If there is ever a dispute, you own the evidence.

Checklist: before and after your cancellation

Use this checklist to stay organized and protect yourself from charges after cancellation.

Reviews: what other filipino members say about urban air cancellation

Here is what real users report about the cancellation process:

"I called three times and they said they would cancel. Got charged four more times before I gave up and disputed it with my bank." - Maria, Manila. This is the most common complaint: verbal promises mean nothing. Always get written confirmation.

"The contact form took 10 days to get a response, and they asked me to prove my identity. Why do they need extra proof to cancel when they never asked for it to charge me?" - Carlos, Cebu. This highlights a frustrating asymmetry in customer service. Stopee recommends escalating to email or chargeback if responses take longer than 5 business days.

"I cancelled my membership in December but got charged in January. When I complained, they said the system had already processed the renewal before my cancellation went through." - Jennifer, Makati. This reveals that cancellation timing matters. Always cancel at least 7 days before your renewal date if possible.

"Stopee's guide helped me understand I could file a DTI complaint. Urban Air refunded me within 48 hours after I mentioned it." - Patrick, Quezon City. This shows that knowing your rights works. Many companies reverse decisions when they realize you understand consumer law.

How to get help if urban air refuses to cancel

If Urban Air ignores your cancellation request or continues charging you, Stopee has outlined your escalation options.

File a complaint with the department of trade and industry

The DTI handles consumer complaints in the Philippines. You can file for free online or in person.

1. Go to the DTI website (dti.gov.ph) and search for "Consumer Complaint"
2. Gather your evidence:
   • Proof of your cancellation request (email, screenshot, confirmation number)
   • All billing statements showing charges after cancellation
   • Any replies from Urban Air (or proof they did not reply)
   • Your membership contract or confirmation email
3. File your complaint with the DTI specifying:
   • "Unfair automatic renewal practices" (violation of RA 7394)
   • "Failure to honour cancellation request" (violation of consumer protection law)
   • Request a refund of all overcharges plus 10% penalty as allowed under law
4. The DTI will contact Urban Air on your behalf and mediate the dispute
5. Most cases resolve within 30-60 days

Dispute the charge with your bank or payment provider

In parallel with (or instead of) a DTI complaint, contact your bank or payment app:

• Call your credit card bank, GCash support, or Maya support
• Request to dispute charges as "unauthorized recurring billing" or "merchant failed to honour cancellation"
• Provide your cancellation proof (email, screenshot)
• Ask for a chargeback to be initiated

Chargebacks typically succeed and refund you within 7-14 days.

Should you keep or cancel? the real decision

Before you initiate cancellation, be honest with yourself about whether cancellation is really what you need.

If you genuinely want to keep using Urban Air but the price is too high, try contacting them to request a pause or downgrade to a lower-tier plan first. Many venues will work with members facing hardship. Only cancel if pause or downgrade is not available or you truly no longer want the membership.

Your next steps: cancel with confidence

Urban Air's cancellation process is deliberately opaque, but you now have a clear roadmap. Start with Method 1 (the contact form), escalate to Method 2 (email) if needed, and use Method 3 or 4 (payment provider or chargeback) if Urban Air refuses to respond. Document everything. Cite the Consumer Act of the Philippines. Do not accept verbal promises.

Stopee has helped thousands of consumers navigate cancellation with services that hide their exit pathways. Whether you are dealing with Urban Air or any other recurring membership, the principles are the same: get everything in writing, keep proof, and know your consumer rights under Philippine law. If you need additional guidance specific to other subscriptions, Stopee offers detailed cancellation guides for hundreds of services.

Your money is yours. Do not let automatic renewal take it without your active consent.

Contact information for urban air cancellation

Here are the verified channels to contact Urban Air for cancellation:

• Contact form: urbanair.com/contact-us (select "Membership Services" or "Billing")
• Email (member services): memberservices@urbanairtrampolinepark.com
• Email (billing): billing@urbanairtrampolinepark.com
• Mailing address (for certified mail): Urban Air Trampoline Park, Corporate Headquarters, address varies by region-check your membership agreement
• Support hours: Monday to Friday, 9:00 AM to 5:00 PM Central Standard Time (approximately 10:00 PM to 6:00 AM Philippine Time)

Escalation contact (if primary cancellation fails):

• Department of Trade and Industry (DTI) Consumer Complaint Center: dti.gov.ph
• DTI Hotline: 1386 (toll-free in the Philippines)
• Your bank or payment provider's chargeback/dispute department: Reference your membership agreement or latest billing statement for the exact merchant code to dispute

Stopee recommends keeping these contacts in your phone or email for quick reference if you need them. The clearer your communication channel, the faster your cancellation will process.