How to cancel Les Mills On Demand in new zealand: your complete legal guide

What is Les Mills On Demand

Les Mills On Demand (also branded as LES MILLS+) is a subscription streaming service that delivers live and on-demand fitness classes to your home. You gain access to Body Pump, Body Balance, RPM, Pilates, and dozens of other workout programs designed for all fitness levels. The platform operates as a direct subscription service, and you can sign up through multiple channels: the official website, mobile app, Apple App Store, Google Play, Roku, Amazon, or through gym partnerships.

Understanding how you subscribed matters significantly when you decide to cancel. Each subscription channel has its own billing system and cancellation procedure. At Yafee, we specialise in guiding New Zealand consumers through exactly these scenarios, ensuring you cancel correctly and protect your rights under consumer law.

How the subscription model works

You purchase a subscription directly or through a third-party platform. Your billing cycle begins immediately (or after a free trial), and charges repeat on your chosen schedule. The subscription renews automatically unless you cancel before the billing date arrives. This automatic renewal model is lawful under New Zealand consumer law, provided the company has obtained your explicit consent and given you clear cancellation information upfront.

Subscription tiers and pricing in new zealand

Les Mills On Demand offers Base and Premium membership options with both monthly and annual billing cycles. Your choice determines which classes and features you access, and it influences your cancellation timeline and refund eligibility. The table below outlines current pricing in New Zealand Dollars (NZD).

Prices are approximate and may vary depending on your payment method, promotional offers, or changes to Les Mills' pricing structure. Yafee recommends confirming the exact charge with your payment provider before you proceed with cancellation.

When and why you might cancel Les Mills On Demand

Your reasons for cancelling are your own, and New Zealand consumer law protects your right to terminate a subscription.

Common reasons to cancel

You may be losing interest in home fitness, preferring live gym sessions, or finding better value in competitor platforms. Budget constraints are equally valid-if the subscription no longer aligns with your spending priorities, you have every right to cancel. Some members cycle through fitness apps seasonally, and that is a perfectly legitimate approach. If you enrolled in a free trial and decided the service is not for you, cancelling before the trial period ends is essential to avoid unexpected charges.

You might also be switching to a rival streaming service that offers superior class variety, better instructors, or lower pricing. Alternatively, you may have achieved your fitness goals or found that on-demand classes no longer suit your routine. Yafee supports your decision regardless of the reason-your subscription is yours to manage.

Reasons to continue your subscription

If you use the classes regularly, the monthly cost often undercuts the price of individual gym sessions or personal training. Premium membership grants access to live-streamed classes you can join in real time, which many members find motivating and community-focused. The extensive on-demand library means endless workout variety, and you can download sessions to your device for offline use-ideal for busy New Zealand lifestyles or travel.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 and the Fair Trading Act 1986 protect you when you subscribe to Les Mills On Demand in New Zealand.

Your legal position

You have the right to cancel your subscription at any time. The company must have obtained your express informed consent before charging you, and they must provide clear, accessible cancellation instructions in your account settings or Terms of Service. If you cancel a monthly subscription, you typically remain active until the end of your current billing cycle, after which no further charges apply. For annual subscriptions, the same principle holds: you retain access until the renewal date unless the company's terms specify an earlier termination.

If you were charged without proper consent, or if the company fails to process your cancellation within a reasonable timeframe, you can lodge a complaint with the Commerce Commission (the New Zealand regulatory authority for consumer protection). The Commerce Commission investigates breaches of the Fair Trading Act and can compel refunds or corrective action.

Refunds and your entitlements

Refunds for subscription services depend on when you cancel relative to your billing cycle. If you cancel before the next charge date, you owe nothing further. If you cancel after a charge has been processed but within 14 days of that charge (and you signed up online), you may have grounds to request a refund under cooling-off principles, although subscription services are sometimes exempt from this rule. Yafee recommends checking Les Mills' Terms of Service for their specific refund policy and contacting them directly if a charge was made in error.

For annual subscriptions cancelled mid-term, most companies do not offer pro-rata refunds. However, if you can demonstrate that the service was not fit for purpose (a breach of the Consumer Guarantees Act), you may be entitled to compensation. This is a matter for negotiation or, if necessary, escalation to the Commerce Commission.

How to cancel Les Mills On Demand by subscription method

Your cancellation process depends on where and how you subscribed. Follow the correct procedure for your platform to ensure your cancellation is processed immediately.

Cancel via the LES mILLS+ website (direct subscription)

If you subscribed directly through lesmills.com or the official LES MILLS+ website, you cancel through your account dashboard.

1. Log into your LES MILLS+ account using your email and password.
   • If you have forgotten your password, select "Forgot password?" and follow the reset link sent to your email.
2. Navigate to "Account settings" or "Manage subscription" (the label may vary depending on your account type).
   • This is typically found in the menu icon (three horizontal lines) or under your profile name in the top right corner.
3. Select "Cancel subscription" or "Downgrade membership".
   • You may be presented with retention offers (discounted pricing or free trial extensions). Review these carefully, but you are under no obligation to accept them.
4. Confirm your cancellation by selecting the final "Cancel" or "Confirm cancellation" button.
   • The system will generate a cancellation confirmation. Save or screenshot this for your records.
5. Check your email inbox for a cancellation confirmation email from Les Mills.
   • This email serves as proof that your cancellation was processed. If you do not receive it within one hour, contact Les Mills directly.

Your subscription remains active until the end of your current billing period. After that date, you will no longer be charged and your access will cease.

Cancel a subscription purchased via apple app store

If you subscribed through the Apple App Store (on iPhone or iPad), you must cancel through your Apple ID settings, not through the Les Mills app.

1. Open the Apple App Store app on your iPhone or iPad.
   • Alternatively, you can manage subscriptions via Settings > [Your name] > Subscriptions on your Apple device.
2. Tap your profile picture in the top right corner and select "Subscriptions".
   • You will see a list of all active and expired subscriptions.
3. Select "Les Mills On Demand" or "LES MILLS+" from the list.
   • Tap "Manage" if prompted.
4. Tap "Cancel Subscription" and confirm your decision.
   • Apple will ask you why you are cancelling. Provide feedback if you wish, but it is optional.
5. Verify that the status changes to "Expires on [date]" in red text.
   • Your subscription will end on that date, and no further charges will occur.

Apple will send a confirmation email to your Apple ID email address. Keep this for your records. Yafee advises checking your billing information to ensure the subscription no longer appears on your next statement.

Cancel a subscription purchased via google play store

If you subscribed through Google Play (on Android devices), you cancel through your Google Account subscriptions page.

1. Open Google Play Store on your Android device or visit play.google.com on a web browser.
   • If using a web browser, ensure you are logged into the Google Account linked to your device.
2. Tap your profile icon in the top right and select "Manage my subscriptions" or "Subscriptions".
   • On the web, this appears under "Payments and subscriptions".
3. Locate "Les Mills On Demand" or "LES MILLS+" and tap it.
   • You will see your subscription details, including the next renewal date.
4. Select "Cancel subscription".
   • Google Play will ask for cancellation reasons. Provide feedback if you wish.
5. Confirm that the status changes to "Cancelled" and note the expiration date.
   • Your access ends on that date, and you will not be charged further.

Google sends a confirmation email to your Google Account. Verify that Les Mills appears to no longer renew in your Google Play payment history after the expiration date.

Cancel via amazon or roku

If you subscribed through Amazon Prime Video Channels or Roku, follow the respective platform's process.

Amazon Prime Video Channels: Log into your Amazon account, navigate to "Your Prime Video" > "Manage Prime Video Channels", select Les Mills On Demand, and choose "Cancel Channel". Amazon confirms cancellation immediately.

Roku: Access your Roku account settings, select "Manage subscriptions", find Les Mills On Demand, and tap "Unsubscribe" or "Cancel". Your access ends at the next renewal date.

Cancel via gym partnership or direct billing

If you subscribed through a gym partnership or direct billing arrangement, contact your gym's membership team or Les Mills customer support directly. Provide your full name, account email, and membership number. Request written confirmation of cancellation once it has been processed.

What happens after you cancel

Cancelling does not erase your account immediately-you retain access and your data until the end of your current billing cycle.

Your access during the notice period

After you cancel, your subscription status changes to "active until [date]". You retain full access to all classes, on-demand content, and features until that final day. Download any workout programmes or custom playlists to your device if you wish to keep them offline after your subscription expires. Note that Les Mills reserves the right to delete your account data after a set period (usually 12 months) following cancellation, so if you want to preserve personal notes or custom schedules, save them separately.

Preventing accidental reactivation

After cancellation, do not attempt to log back into your account to "check one more thing"-this can occasionally trigger accidental reactivation or interfere with the cancellation process. Wait until after your expiration date, then verify that no new charge appears on your payment method. If an unexpected charge occurs after cancellation, contact Les Mills immediately and dispute it with your bank or payment provider if necessary.

Common mistakes to avoid when cancelling

Cancellation is straightforward once you follow the correct procedure, but small errors can cause frustration.

Cancelling through the wrong platform

This is the most frequent mistake. If you subscribed through Google Play, cancelling through the LES MILLS+ website will not work-your subscription remains active and you will be charged. Identify exactly where you signed up (app store, website, or gym) and cancel through that same channel. Yafee's cancellation specialists confirm that matching the cancellation method to the subscription source resolves most issues instantly.

Cancelling too late in your billing cycle

If you cancel on the day before your renewal, the charge may have already been processed. Contact Les Mills immediately and request a refund. Provide your cancellation confirmation and the date of the unwanted charge. Most companies issue refunds within 5 to 10 business days if you dispute the charge promptly.

Not saving your cancellation confirmation

Always screenshot or save the cancellation confirmation email and the final confirmation message from the app or website. If a dispute arises, this proof protects you and expedites resolution. Yafee recommends keeping these records for at least three months after your subscription expires.

Forgetting to cancel a free trial before charges begin

Free trials last 14 days. Mark your calendar with a reminder to cancel two days before the trial ends if you do not wish to continue. Do not assume the trial automatically expires-it does not. Set a phone alarm or calendar notification to avoid a surprise charge.

What to do if cancellation goes wrong

If Les Mills charges you after you have cancelled, or if your cancellation is not processed, take these steps immediately.

Step one: contact Les Mills customer support

Email Les Mills directly using the contact information in your account or their website. Provide your full name, account email, the date you attempted to cancel, and your cancellation confirmation (screenshot or email). Request an explanation for the extra charge and ask for an immediate refund. Set a deadline of five working days for their response.

Step two: dispute the charge with your payment provider

If Les Mills does not respond or refuses to refund the unwanted charge, contact your bank or payment provider (Apple, Google, Amazon, or your credit card company). Report the charge as unauthorised and provide your cancellation proof. Your bank can often reverse the charge within 10 to 15 business days. This process is called a "chargeback" and is your right under the Consumer Guarantees Act.

Step three: escalate to the commerce commission

If the refund is still refused after 21 days, lodge a formal complaint with the Commerce Commission (www.comcommerce.govt.nz). The Commerce Commission investigates breaches of the Fair Trading Act and can compel Les Mills to refund you and pay penalties. Provide all evidence: cancellation confirmations, emails, payment records, and correspondence with the company.

Checklist for cancelling Les Mills On Demand

Use this checklist to ensure you cancel correctly and protect your rights.

Contact Les Mills directly

If you encounter issues or need support, contact Les Mills using the details below. Les Mills uses a PO Box for legal and cancellation correspondence, and their corporate office for general inquiries.

Les Mills customer support: Visit the "Help" or "Contact Us" section of your LES MILLS+ account or lesmills.com. You can also email their support team directly (email address is typically found in your account settings or Terms of Service).

Les Mills postal address (for legal communications including cancellations): Les Mills, PO Box [number], Auckland, New Zealand (as stated in their Terms and Conditions). Send any formal dispute or cancellation letter here via registered mail if you cannot reach them online.

Les Mills corporate office: Les Mills International, [Street address], Auckland, New Zealand. This address is useful if you require in-person assistance, though digital methods are faster.

Yafee has helped thousands of New Zealand consumers cancel fitness subscriptions, streamline their digital memberships, and recover unwanted charges. Visit yafee.com for additional resources on managing your subscriptions and protecting your consumer rights.