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Frequently asked questions
Cancel Active Advantage: The Right Way
How to cancel Active Advantage and secure your refund in australia
Why you might want to cancel Active Advantage
Active Advantage is a paid membership program operated by ACTIVE that bundles event discounts, registration rebates and exclusive member perks for people who book activities through ACTIVE platforms. The program promises savings on processing fees, periodic refunds on registrations, partner discounts and access to training resources. Yet many Australian consumers find the membership does not deliver the promised value, or worse, discover unexpected charges on their bank statements months after signing up. At Yafee, we have helped thousands of consumers navigate surprise renewals and unclear trial-to-paid conversions.
Common reasons you might want to cancel include unexpected annual charges appearing without clear notice, benefits that do not match your lifestyle, pricing increases that make the membership unaffordable, or accidental enrolment during a busy event checkout. If you have experienced any of these situations, you are not alone, and you have clear options to exit and claim a refund under Australian Consumer Law.
Unexpected charges and surprise renewals
The most frequent complaint we hear involves auto-renewal. Active Advantage renews automatically on your membership anniversary, and ACTIVE charges the payment method on file. Many members do not realise the trial period converts to a paid annual membership unless they actively cancel beforehand. If you discovered a charge you did not authorise, or if you forgot about the membership entirely, cancelling now and requesting a prorated refund is your first step.
Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), you have the right to clear information about automatic renewal terms before you are charged. If ACTIVE did not provide transparent notice of the renewal date and amount, you may have grounds to dispute the charge with your bank or credit card provider as well as lodge a complaint with the Australian Competition and Consumer Commission (ACCC).
Membership benefits do not align with your needs
You signed up expecting regular event discounts or partner savings, but you have not used the service or the perks do not apply to the activities you actually do. Over time, a $59.99 or $99.95 annual fee stops feeling like value and starts feeling like waste. Cancelling removes future charges and ensures you only pay for services you genuinely use.
Active Advantage pricing and what you are paying for
Understanding your membership cost helps you calculate what a prorated refund should be when you cancel.
| Membership tier | Annual cost (AUD) | Billing cycle | Trial period |
|---|---|---|---|
| Active Advantage standard | $59.99 | Annual auto-renewal | Varies by promotion |
| Active Advantage regional | $99.95 | Annual auto-renewal | Some promotions include trial |
| Trial conversion | Converts to annual fee unless cancelled | Automatic at trial end | Marketing pages vary offer length |
Pricing and trial offers differ by region and promotion, so check your confirmation email or account dashboard to confirm the exact amount you were charged and your renewal date. This information is essential when you request a prorated refund from ACTIVE. Yafee recommends taking a screenshot of your membership details and billing history before you cancel, as these documents support any refund claim you lodge.
How to cancel Active Advantage membership
ACTIVE provides two clear methods to cancel: self-service via your online account, or by emailing customer support directly. Both methods work, but Yafee recommends the self-service route because it gives you immediate confirmation and a cancellation timestamp.
Method 1: cancel through your account dashboard
Logging in and cancelling yourself typically processes instantly and creates a documented record for you.
- Visit the ACTIVE website and sign in to your account with your email and password.
- If you have forgotten your password, select "Forgot password" and reset it via email.
- Navigate to the MY ACCOUNT section in the main account menu.
- This usually appears in the top-right corner of the dashboard after you log in.
- Look for the "Active Advantage" or "My memberships" section within your account settings.
- The section name may vary slightly depending on the version of the ACTIVE platform you are using.
- Select the "Cancel my membership" link.
- Exact wording may vary, but it will typically appear next to your membership status.
- Some versions of the dashboard show a red "Cancel" or "Remove membership" button instead.
- Confirm your cancellation when the system asks you to verify.
- ACTIVE may ask you why you are cancelling; this is optional feedback.
- Complete the final confirmation step to finalise the cancellation.
- Take a screenshot of the cancellation confirmation page, including the date and time.
- This becomes your proof of cancellation and is invaluable if disputes arise later.
Method 2: cancel by email to ACTIVE customer support
If you prefer written documentation or cannot access your account, email ACTIVE directly with your cancellation request.
- Send an email to [email protected] with the subject line "Cancellation Request: Active Advantage Membership".
- Use a professional but clear tone.
- Include your full name, email address and the email address registered with your ACTIVE account.
- In the body of the email, state your cancellation request explicitly.
- Write: "I request immediate cancellation of my Active Advantage membership effective [today's date]."
- Do not leave ambiguity about whether you want to cancel or pause your membership.
- Request confirmation of cancellation and prorated refund eligibility.
- Ask ACTIVE to confirm the date your cancellation takes effect.
- Ask them to calculate any prorated refund due under their Member Satisfaction Pledge.
- Keep a copy of the email you send and the date you sent it.
- Most email providers timestamp outgoing mail automatically, but screenshot or forward the email to yourself as backup.
- Wait for a response from ACTIVE within 5-7 business days.
- If they do not respond, follow up with a second email and note the date of your follow-up.
- Keep records of all correspondence for potential ACCC complaints.
Your legal position on cancellation and refunds
Under the Australian Consumer Law, you have specific statutory rights when cancelling a subscription or membership service. These rights protect you even if the company's terms and conditions suggest otherwise.
The Consumer Law guarantees that any automatic renewal terms must be clear, transparent and obtained before you are charged. If ACTIVE converted a free trial to a paid membership without your informed consent, or if the renewal terms were not clearly disclosed on the signup page, you have grounds to dispute the charge. Furthermore, the ACCC enforces these obligations and can take action against companies that breach them.
Active Advantage's Member Satisfaction Pledge allows prorated refunds for unused portions of your membership. This means that if you paid $59.99 for a 12-month membership on 15 January and cancelled on 15 July (6 months of use), you are entitled to a refund equal to 50 per cent of the annual fee, or approximately $30. Yafee strongly recommends requesting this refund explicitly when you cancel.
Your legal position: You have the right to cancel Active Advantage at any time. You are entitled to a prorated refund for the unused portion of your membership under the company's stated terms and Australian Consumer Law. If ACTIVE refuses to refund or delays the refund beyond 30 days, you can escalate the dispute to the ACCC or lodge a complaint with the Financial Ombudsman Service (FOS) if payment was made by credit or debit card.
What happens immediately after you cancel
After you cancel Active Advantage, several things occur within specific timeframes.
Cancellation confirmation and timing
If you cancelled via the online dashboard, you receive immediate confirmation on screen. If you emailed [email protected], expect a confirmation email within 3-5 business days. This email will state the effective date of your cancellation and whether any refund will be processed. Consequently, you should stop seeing new charges from ACTIVE on your next renewal date.
Automatic renewals terminate
Once your cancellation is confirmed, ACTIVE removes the payment authorisation for future renewals. You will no longer be charged on your membership anniversary. However, if you are in the middle of a billing cycle when you cancel, you will not be charged again after that current cycle ends.
Access to member benefits ends
Your ability to claim member discounts, access exclusive events and use registration rebates ends on the cancellation date. After that date, you will be charged standard (non-member) rates for any event registrations through ACTIVE. Check your confirmation email for the precise end date of your access.
Request your refund in writing
Do not assume ACTIVE will refund prorated amounts automatically. Send a follow-up email to [email protected] requesting your prorated refund and referencing the Member Satisfaction Pledge. Include the cancellation date from your confirmation, your annual membership fee, and the number of days or months you used the membership. Yafee has helped thousands of consumers recover refunds by providing this specific information and keeping careful records.
Refund process and timeline
ACTIVE processes refunds according to their stated Member Satisfaction Pledge, though timelines can vary.
Once you request a refund, ACTIVE typically reviews your eligibility within 7-10 business days. If approved, the refund amount is credited back to your original payment method. Depending on your bank, the funds appear in your account within 5-10 business days after ACTIVE initiates the refund. Consequently, you should see money back within 3-4 weeks of cancelling.
If your refund does not appear within 30 days, contact ACTIVE again with the date you cancelled and the refund request email. Ask for a refund reference number and expected processing date. If ACTIVE refuses the refund or does not respond, you can lodge a dispute with your bank (chargeback or reversal claim) or escalate the matter to the ACCC for investigation.
Common mistakes to avoid when cancelling
You are in control of this process, and small missteps can delay your refund or leave you without proof of cancellation. Here are the traps to avoid.
Cancelling through the wrong contact method
Some members cancel through a third-party event listing website (such as Eventbrite or Meetup) rather than through ACTIVE directly. These platforms may not sync properly with ACTIVE's membership system, leaving your Active Advantage subscription active even though you cancelled elsewhere. Always cancel through ACTIVE's official website or email address ([email protected]) to ensure the cancellation reaches the right system.
Assuming cancellation equals refund
Cancellation stops future charges but does not automatically trigger a refund. You must request your prorated refund in a separate email after you cancel. If you do not ask, ACTIVE has no obligation to refund unused months. Yafee recommends sending your refund request within 48 hours of cancelling, while the transaction is fresh in their system.
Failing to keep proof of cancellation
If you cancelled via the online dashboard, screenshot the confirmation page with the date visible. If you emailed, keep the sent email and ACTIVE's response. Without this proof, disputes with your bank or the ACCC become much harder to win. Email confirmations with timestamps are particularly valuable.
Not following up if you do not receive a refund
If 30 days pass without a refund, do not assume the matter is closed. Send a follow-up email to ACTIVE requesting a status update. Provide your cancellation date, membership fee, and refund request date. If ACTIVE still does not respond, escalate to the ACCC or your bank's dispute resolution team.
Comparison: keep or cancel Active Advantage
Before you cancel, consider whether the membership is truly delivering poor value or whether a temporary pause might suit your situation better.
| Factor | Keep membership | Cancel membership |
|---|---|---|
| Event frequency | You attend 3+ events per month and savings exceed the fee | You attend fewer than 2 events per month or none at all |
| Benefit alignment | You regularly use member discounts, partner offers or training resources | Benefits do not apply to activities you actually pursue |
| Charge clarity | You are aware of renewal dates and have received clear notice | You experienced surprise charges or unclear renewal terms |
| Financial position | The annual fee fits comfortably within your activity budget | The fee feels like waste or strains your budget |
| Trial experience | You used the trial period and found immediate value | Trial offered limited utility or converted to paid without clarity |
| Refund eligibility | You have used most of the year's benefits | You are entitled to a prorated refund under the pledge |
If you are cancelling because of a surprise charge or unclear terms, you have strong grounds to do so under Australian Consumer Law. Yafee advises you to cancel immediately and request a full prorated refund. If you are cancelling because the membership does not match your activity level, the same principle applies: you should receive a refund for unused time.
What to do if Active Advantage refuses to cancel or refund
In rare cases, ACTIVE may dispute your cancellation request or deny a refund claim. You have clear escalation steps.
Step 1: send a formal written demand
Email [email protected] with a formal letter stating your cancellation request and refund claim. Reference the Member Satisfaction Pledge and the date you cancelled. Ask for a response within 14 days. Keep a copy of this email.
Step 2: lodge a complaint with the ACCC
If ACTIVE does not respond or refuses to honour the cancellation, lodge a complaint with the Australian Competition and Consumer Commission. Visit scamwatch.gov.au or accc.gov.au and complete the online complaint form. Provide your cancellation date, emails, and proof of the charge. The ACCC investigates breaches of the Consumer Law and can compel companies to refund consumers.
Step 3: file a dispute with your bank
Contact your bank or credit card provider and dispute the charge as unauthorised or misleading. Provide your cancellation confirmation, the refund request email and a brief explanation that ACTIVE charged you after you cancelled or did not provide clear renewal terms. Banks can reverse charges within 90-120 days of the original transaction.
Step 4: contact the financial ombudsman service
If the dispute with your bank does not resolve the matter, lodge a complaint with the Financial Ombudsman Service (FOS). FOS is an independent body that mediates disputes between consumers and financial institutions. FOS can order your bank to reverse the charge and may award compensation for lost interest or inconvenience.
Cancellation checklist
Use this checklist to ensure you cancel correctly and protect your refund.
- Log into your ACTIVE account and verify your membership status and renewal date.
- Take a screenshot of your membership details and billing history for your records.
- Cancel via the online dashboard (MY ACCOUNT > Active Advantage > Cancel my membership) and screenshot the confirmation page with the date visible.
- Alternatively, email [email protected] with a clear cancellation request and keep the sent email and any response.
- Within 48 hours, send a follow-up email requesting your prorated refund and referencing the Member Satisfaction Pledge.
- Calculate the refund amount: (annual fee ÷ 365 days) × number of unused days.
- Wait 30 days for the refund to appear in your account.
- If no refund appears, send a follow-up email asking for a status update and refund reference number.
- If ACTIVE does not respond within 14 days, contact your bank to dispute the charge or lodge a complaint with the ACCC.
- Keep all emails, screenshots and correspondence for a minimum of 12 months in case you need to escalate further.
Final steps and next steps after cancellation
Once your cancellation is confirmed and your refund is processed, take these final steps to protect yourself.
Confirm your bank statement
Check your bank or credit card statement 4-6 weeks after cancelling to confirm that the refund has been deposited and that no further charges from ACTIVE appear. If a second charge occurs after your cancellation date, contact your bank immediately to dispute it as unauthorised.
Unlink your payment method if desired
Return to your ACTIVE account and remove the payment method associated with your cancelled membership. This prevents accidental re-enrollment if ACTIVE's system glitches. Navigate to MY ACCOUNT > Payment Methods and delete the card or bank account you used for Active Advantage.
Keep cancellation records indefinitely
Retain screenshots, emails and bank statements related to your cancellation and refund for at least 12 months. These documents are essential if you need to lodge a complaint with the ACCC or dispute a charge with your bank. Yafee recommends storing them in a folder on your computer or cloud drive for easy access.
Monitor for hidden charges
Occasionally, companies attempt to re-enrol cancelled members without consent. Check your bank statement monthly for the next 2-3 months to ensure no surprise charges reappear. If they do, contact your bank immediately and provide your original cancellation confirmation as evidence.
Why yafee can help you cancel with confidence
Cancelling a subscription should be straightforward, but companies often make it deliberately difficult. ACTIVE has provided two official channels to cancel Active Advantage: self-service via your account dashboard or by email to [email protected]. However, many Australian consumers experience delays, missing refunds, or unclear renewal terms that leave them uncertain about their rights.
Yafee is a specialised contract law platform that helps consumers understand their cancellation rights and track refund claims. Our guides are grounded in Australian Consumer Law and the Competition and Consumer Act, so you can cancel with confidence knowing exactly what the law entitles you to. Yafee has helped thousands of consumers cancel subscriptions, recover refunds and escalate disputes with companies that ignore cancellation requests.
If you cancel Active Advantage using the steps outlined above, keep your documentation, and follow up within 30 days for your refund, you are taking control of the process. If ACTIVE refuses to honour your request, Yafee provides the legal framework and escalation pathways you need to pursue the matter further through the ACCC or your bank's dispute resolution process.
Start by cancelling today using Method 1 (self-service) or Method 2 (email). Within 48 hours, request your prorated refund in writing. Yafee recommends sending all cancellation and refund requests from an email address you check regularly, so you do not miss ACTIVE's response.