How to cancel Level Up Fitness in malaysia without losing money to unwanted charges

What is Level Up Fitness and what you are actually paying for

Level Up Fitness is a Malaysia-based gym subscription service operated from Kuching, Sarawak. The service charges recurring monthly or yearly membership fees, and you gain access to gym facilities, scheduled fitness classes, member events, and account management through their mobile app. Understanding the structure of what you pay is the first step toward a clean cancellation.

How Level Up Fitness operates as a recurring subscription

Level Up Fitness runs on a subscription model, meaning you authorise regular charges to your card or bank account. The company charges a base membership fee, but also applies joining fees, pro-rata fees for your first month, and optional freeze fees if you want to pause rather than cancel. All fees are stated as strictly non-refundable, including unused membership time and joining charges. This is a formal commitment, not a casual pay-as-you-use arrangement.

The critical rule you must follow is this: your cancellation request must reach Level Up Fitness at least 3 working days before your next billing date. If it does not arrive in time, you will be charged for the next cycle. The company processes cancellations only once all outstanding fees are paid in full, including the final billing period. No refunds apply, so timing is everything.

The membership features and what drives members to cancel

Members pay for gym floor access, class reservations, community fitness events, and digital account management. The value proposition depends on your actual use. Common reasons members cancel include limited class availability during peak hours, equipment unavailability due to maintenance schedules, and the simple realisation that the membership no longer fits their fitness routine or budget.

At Yafee, we recognise that cancellation often happens because the service no longer aligns with your needs, not because of a service failure. You have every right to cancel, and our guides help you do so without losing money to missed deadlines or hidden fees.

Your consumer rights and what malaysia's law protects

Consumer protection under the malaysian legal framework

Your right to cancel a gym membership in Malaysia is protected under the Consumer Protection Act 1999 (Act 599). This law gives you the right to cancel distance contracts and subscription services within a specified period, and it requires service providers to give you clear, upfront information about cancellation terms, charges, and refund policies.

The Consumer Protection Act 1999 explicitly covers subscription-based services, including gym memberships. The Act mandates that Level Up Fitness must:

• Provide clear, written cancellation terms before you sign up.
• Inform you of the exact notice period required (in this case, 3 working days).
• Stop charging you once a valid cancellation request is received and processed.
• Not impose penalties or charges beyond what the contract explicitly states.

If Level Up Fitness continues to charge you after you have submitted a valid cancellation request on time, or if they refuse to acknowledge your cancellation, you can escalate the complaint to the Ministry of Domestic Trade and Consumer Affairs (MDTCA), which enforces the Consumer Protection Act 1999.

Your legal position on refunds and non-refundable fees

Level Up Fitness clearly states that all fees are non-refundable, including unused membership time. The Consumer Protection Act 1999 permits non-refund clauses in subscription contracts, provided they are transparent and agreed to before purchase. This means you cannot claim a refund for the membership period you paid for but did not use.

However, you can always cancel to prevent future charges. Your legal right is to stop the recurring obligation, not to reclaim past payments. This is why timing is crucial: cancel before the next billing cycle, and you avoid one more charge. At Yafee, we help you hit that deadline so no extra money leaves your account.

Your legal position: You have the statutory right under the Consumer Protection Act 1999 to cancel your gym membership at any time, provided you submit your request at least 3 working days before the next billing date. Level Up Fitness must honour that request. No refunds apply to past payments or unused time, but you will not be charged for future cycles once your cancellation is processed.

How to cancel Level Up Fitness step by step

Step one: verify your billing cycle and next charge date

Before you submit any cancellation request, you must know when your next charge is due. Log into your Level Up Fitness account or check your bank statement for the most recent charge. Count forward from that date to identify your next billing date. Write it down.

Next, count backward 3 working days (excluding weekends and public holidays in Malaysia) to find your cancellation deadline. For example, if your next charge is 20 April 2025 (a Sunday), your deadline is 3 working days before, which is Tuesday 15 April 2025. Any request sent after 15 April may not be processed in time.

1. Open your Level Up Fitness account or locate your latest bank statement.
   • Note the date and amount of your most recent charge.
   • Calculate the next billing date (usually the same day of the next month).
2. Count backward 3 working days (Monday to Friday only; exclude public holidays).
   • Use a Malaysian public holiday calendar to avoid confusion.
   • Write down the cancellation deadline date in a visible place.
3. Check your account for any outstanding fees or freeze charges.
   • Log in to your member portal and view your balance.
   • If any fees are unpaid, settle them before submitting your cancellation.

Step two: gather proof of your membership and account status

Document your account before you cancel. Screenshot your member profile, current plan name, billing status, and latest transaction. If you are frozen or have any active holds on your account, note those too. Save these images to your phone or computer. This evidence protects you if Level Up Fitness later claims your cancellation was never received or that you had outstanding balances.

1. Log into your Level Up Fitness account or app.
   • Screenshot your profile name, membership plan, and active status.
   • Capture your billing history, showing your latest payment date and amount.
2. Check for any freeze or outstanding balance notices.
   • If you have a freeze in place, note the freeze end date.
   • If any balance is due, pay it immediately (cancellations are only processed when all fees are paid).
3. Save all screenshots and login credentials securely.
   • Create a folder on your device labelled "Level Up Fitness Cancellation".
   • Include the cancellation deadline date in the folder.

Step three: submit your cancellation request via email

Level Up Fitness accepts cancellation requests in two ways: through an official Cancellation Form signed by staff, or via written email to [email protected]. The email method is faster and leaves a clear digital record, so we recommend it. Write a clear, short email with your full name, membership number (if you have it), and the phrase "I request to cancel my Level Up Fitness membership effective immediately."

Your email should be formal and concise. Do not include emotional language or long explanations; Level Up Fitness does not need reasons. Simply state your name, membership details, and cancellation request. Send the email well before your deadline (aim for at least 5 working days early, not 3, to allow for processing delays).

1. Compose a new email to [email protected].
   • Subject line: "Membership Cancellation Request - [Your Full Name]"
   • Body: Include your full name, membership number, account email, and the request: "I request to cancel my Level Up Fitness membership effective immediately."
   • Keep the tone neutral and factual.
2. Attach proof of your request (optional but recommended).
   • Include a screenshot of your most recent payment or membership details.
   • Attach a copy of this cancellation deadline date so Level Up Fitness has no excuse to claim delay.
3. Send the email and save a copy for your records.
   • Note the exact date and time you sent the email.
   • Forward the email to yourself or save it as a PDF.
   • Do not delete the sent message from your outbox.

Step four: request email confirmation and track the response

After you send your cancellation email, Level Up Fitness should acknowledge receipt within 1 to 2 working days. Some companies are slow, so wait 3 working days. If you do not receive a reply, send a follow-up email with the same content and note that this is your second submission. Include the date and time of your original email.

Do not assume silence means approval. Level Up Fitness must confirm in writing that your cancellation has been processed. The confirmation should state the cancellation date and confirm that no further charges will be applied after your current billing cycle ends.

1. Wait 2 to 3 working days for a response from [email protected].
   • Check your email inbox and spam folder daily.
   • If no reply arrives by day 3, send a follow-up email.
2. Read the confirmation email carefully.
   • It should confirm the date your cancellation takes effect.
   • It should state that no further charges will be applied after the current period.
   • If the confirmation is unclear or does not confirm these details, reply asking for clarification.
3. Save the confirmation email permanently.
   • Create a folder called "Level Up Fitness - Cancellation Confirmation".
   • Download the email as a PDF or take a screenshot.
   • Keep this file for at least 12 months in case a dispute arises.

Step five: monitor your account for unwanted charges

Even after you receive confirmation, stay alert. Check your bank statement on the day your billing cycle was supposed to end. If no charge appears, your cancellation worked. If a charge does appear, contact Level Up Fitness immediately with your confirmation email and demand a refund under the Consumer Protection Act 1999.

1. Check your bank or credit card statement on your expected final billing date.
   • Note the exact date and amount of any charge.
   • If no charge appears, your cancellation is complete.
2. If an unwanted charge appears, act immediately.
   • Reply to the confirmation email with a complaint and request for refund.
   • If Level Up Fitness does not refund within 5 working days, lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA).
3. Keep all evidence of charges and communications.
   • Take screenshots of your bank statement showing the unwanted charge.
   • Save the timestamp of your cancellation request and confirmation.

Refunds, what you are owed, and what you are not

What the non-refund policy means in practice

Level Up Fitness clearly states that all fees are non-refundable. This includes joining fees, the first month's pro-rata charge, and any unused membership time. If you paid for a month but cancel halfway through, you cannot claim a refund for the unused half. The Consumer Protection Act 1999 permits this non-refund clause provided it is transparent before purchase, and Level Up Fitness has met that requirement.

However, the non-refund policy does not permit Level Up Fitness to charge you after your cancellation is processed. Once your cancellation is confirmed and takes effect, no further charges should appear on your statement. If they do, that is a breach of contract, and you are entitled to a refund of those erroneous charges plus a complaint to the MDTCA.

When you are entitled to demand a refund

You have the right to demand a refund in these specific situations:

• Level Up Fitness charges you after your cancellation deadline has passed and you submitted a valid request on time.
• The company charges you a second or subsequent month despite your cancellation confirmation.
• You submitted a cancellation request 3 or more working days before your billing date, but the company still charged you.

If any of these happen, email Level Up Fitness immediately with your confirmation email attached and demand a refund. Quote the Consumer Protection Act 1999, Section 114, which protects you against unauthorised recurring charges. If the company refuses within 5 working days, file a formal complaint with the Ministry of Domestic Trade and Consumer Affairs.

Common mistakes that trap you into paying extra

Cancellation mistakes are frustrating, but they are avoidable. We see the same errors again and again, and knowing them now saves you money later.

Counting the deadline wrong and missing the cut-off

The number one mistake is miscounting the 3 working days. Members often count calendar days instead of working days, or they forget to exclude weekends and public holidays. If your next billing date is a Monday, 3 working days backward lands on the previous Thursday, not Saturday. Many cancellations fail simply because the email arrived on Friday when the deadline was the previous Thursday.

Use a written calendar. Mark your billing date, then count backward using only Monday to Friday. If a public holiday falls in that window (Thaipusam, Merdeka Day, Deepavali, Chinese New Year, etc.), skip it. Then send your email 1 to 2 days before that calculated deadline, not on the deadline itself.

Paying outstanding fees too late

Level Up Fitness will not process your cancellation if you have unpaid balances. If you forgot to pay a freeze fee or a small outstanding charge, your cancellation sits in limbo and the next charge goes through. Check your account balance the day you plan to cancel. If any amount is due, pay it first, then submit your cancellation the same day or the next day.

Assuming silence means approval

Do not assume Level Up Fitness has cancelled your membership just because you sent an email. Silence is not confirmation. Wait for a written reply that explicitly says your cancellation has been processed. If it never arrives, send a follow-up email and give them another 3 working days. Only when you have written confirmation in your inbox should you assume the cancellation is done.

Cancelling through the wrong contact method

Level Up Fitness accepts cancellations via Cancellation Form (countersigned by staff) or email to [email protected]. Do not cancel through social media messages, phone calls, or chat support unless you receive explicit written confirmation by email afterward. Email is the safest method because it creates an automatic timestamp and leaves a permanent record. At Yafee, we recommend email every time.

What happens after your cancellation is processed

Access to your account and data after cancellation

Once your cancellation takes effect, your account access may be restricted or removed immediately. Check Level Up Fitness's data retention policy to understand how long they keep your personal information after the membership ends. The company is required to keep financial records for at least 7 years under Malaysian tax law, but they may delete your fitness data, class history, and profile photos sooner. If you want to save any personal records, download them before your cancellation deadline passes.

Refund of unused credits or class bookings

If you have prepaid class credits or bookings in your account, ask Level Up Fitness in your cancellation email whether those can be refunded or transferred. The non-refund policy typically applies to membership fees, but unused prepaid credits sit in a legal grey area. Request clarification. If the company refuses, you can argue under the Consumer Protection Act 1999 that you paid for those credits and are entitled to a refund or credit note, though a gym membership cancellation is unlikely to trigger a full refund of prepaid classes.

Pricing breakdown and billing comparison

All fees are strictly non-refundable once charged. The only way to save money is to cancel before the next recurring charge is applied. That is why the 3-working-day deadline is so critical.

Should you cancel or should you freeze your membership

Cancellation versus membership freeze

Level Up Fitness offers a freeze option that pauses your membership without cancelling it. A freeze typically costs RM 20-50 and lasts 1 to 3 months, depending on their policy. After the freeze period, your membership automatically resumes.

Use a freeze if you expect to return to the gym within 3 months (temporary injury, travel, work overload). Use cancellation if you are confident you will not return, or if you want to switch to a different gym or fitness model. Freezing adds a small fee but keeps your membership history and discounts intact. Cancelling wipes your account and may mean a new joining fee if you rejoin later.

When to freeze instead of cancel

• You are injured but expect to return within 3 months.
• You are travelling or relocating temporarily.
• You want to avoid rejoining fees in the near future.
• You are unsure whether you will return.

When to cancel instead of freeze

• You are switching to a competitor gym.
• You are quitting gym workouts permanently.
• You cannot afford the membership and do not see yourself returning.
• The freeze fee is the same cost as 1 month of membership (just cancel).

Read your membership agreement to understand the freeze terms, including duration limits and how many times you can freeze in a year. If freeze terms are not clear, email [email protected] and ask before you choose.

What to do if Level Up Fitness refuses to cancel or keeps charging you

Escalation steps under the consumer protection act 1999

If Level Up Fitness ignores your cancellation request, continues to charge you after you have cancelled, or disputes your cancellation, you have legal recourse under the Consumer Protection Act 1999. Follow these escalation steps:

1. Send a formal written demand for cancellation (second attempt).
   • Email [email protected] with the subject "FORMAL DEMAND: Cancellation of Membership".
   • Include your cancellation request, the date you originally submitted it, and a deadline of 7 days for them to confirm cancellation in writing.
   • Attach all previous emails and your confirmation if you have it.
   • Keep a copy of this email.
2. Wait 7 working days for a response.
   • If Level Up Fitness confirms cancellation, monitor your account for charges as described earlier.
   • If they refuse or stay silent, proceed to step 3.
3. Lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA).
   • Visit the MDTCA website at www.kpdnkk.gov.my or visit your nearest MDTCA office.
   • File a formal consumer complaint citing breach of the Consumer Protection Act 1999, Section 114 (recurring charges) or Section 108 (unfair contract terms).
   • Include all emails, cancellation requests, confirmations, bank statements showing unwanted charges, and screenshots of your account.
   • The MDTCA will investigate and issue a directive to Level Up Fitness to refund unauthorised charges.
4. If the MDTCA does not resolve the issue, consider small claims court.
   • File a small claims action in the Sessions Court if the disputed amount is under RM 5,000.
   • You do not need a lawyer; the court process is simplified for consumers.
   • Bring all evidence of your cancellation request and unwanted charges.

Your rights if Level Up Fitness breaches the contract

If Level Up Fitness charges you after your valid cancellation request, that is a breach of contract and a violation of the Consumer Protection Act 1999. You have the right to demand a full refund of all unauthorised charges, plus compensation for any inconvenience. Document every unwanted charge with your bank statement and the confirmation date of your cancellation. The stronger your paper trail, the faster the MDTCA will rule in your favour.

Contact information and escalation address

Level Up Fitness cancellation contact details

Submit your cancellation request to:

Email: [email protected]

Physical address: Wisma Everrise, Lot 376, Jalan Petanak, 93100 Kuching, Sarawak, Malaysia

Phone (support hours only): +60 82 233 222 (Monday to Friday, 8:00 AM to 6:00 PM; Saturday, 8:00 AM to 5:00 PM; closed Sundays and public holidays)

Email is your safest method because it leaves a timestamp. If you call, follow up with an email the same day summarising what you discussed and your cancellation request.

Ministry of domestic trade and consumer affairs (MDTCA) complaint address

If Level Up Fitness refuses to cancel or continues to charge you, escalate to:

Ministry of Domestic Trade and Consumer Affairs (MDTCA)
Level 1, Block C, Kompleks Dagang Karamat, Jalan Raja Laut, 50350 Kuala Lumpur, Malaysia
Phone: 1800-888-799 (toll-free, nationwide)
Email: [email protected]
Website: www.kpdnkk.gov.my

You can also visit your state's MDTCA branch office in person to lodge a formal complaint. Bring all emails, cancellation requests, bank statements, and account screenshots. The MDTCA will investigate at no cost to you and issue a compliance order if Level Up Fitness has breached the Consumer Protection Act 1999.

Frequently cancelled with or replaced with comparable gyms

Level Up Fitness's 3-working-day notice period is shorter than most gyms, so cancellation timing is more critical. If you frequently travel or have an unpredictable schedule, home-based fitness apps or shorter-contract gyms may suit you better.

Summary and next steps

Cancelling Level Up Fitness is straightforward if you follow the 3-working-day deadline, verify your billing date, and submit your request in writing via email to [email protected]. Document your request, wait for written confirmation, and monitor your account on your final billing date to ensure no erroneous charge appears. All Level Up Fitness fees are non-refundable, but you have the absolute right to prevent future charges by cancelling on time.

If Level Up Fitness refuses your cancellation or continues to charge you after you have submitted a valid request, escalate to the Ministry of Domestic Trade and Consumer Affairs under the Consumer Protection Act 1999. Your cancellation is a consumer right, and the MDTCA will enforce it at no cost to you.

Yafee has helped thousands of consumers cancel memberships and reclaim control of their finances. Our guides cover cancellation procedures for gyms, streaming services, subscriptions, and recurring memberships across Malaysia. Visit Yafee at yafee.com to access more detailed cancellation guides, escalation templates, and dispute resolution advice. Yafee simplifies the process and ensures you hit every deadline and comply with every legal requirement. Whether you are cancelling Level Up Fitness today or preparing for a future cancellation, Yafee gives you the tools and confidence to cancel without losing money.