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Frequently asked questions
Cancel Places Leisure: The Right Way
How to cancel your Places Leisure membership and reclaim what you're owed
What Places Leisure is and why you might want to cancel
Places Leisure operates leisure centres across multiple locations in the United Kingdom, offering gym access, swimming pools, fitness classes and tiered memberships managed by Places for People Leisure Management Ltd. You can book activities through their online account tools and mobile app, making it easy to manage your membership day-to-day. However, if your lifestyle has changed, you've found a better-value centre, or you simply aren't using your membership, you have clear legal rights to cancel.
New Zealand consumers benefit from strong statutory protections under the Consumer Guarantees Act 1993 and the Fair Trading Act 2020. Yafee specialises in helping members understand these rights and execute cancellations without losing money to unused fees. Before you take action, understanding your cancellation rights will help you avoid paying for unused months and recover any fees you're entitled to reclaim.
Understanding Places Leisure membership tiers
Places Leisure offers three main membership levels: Gold (full access to all centre tiers), Silver (access to Silver and Bronze centres), and Bronze (Bronze centres only). You may also come across limited-time promotional offers such as discounted introductory rates. Each tier comes with a minimum contract term, and knowing which tier you hold will affect how you cancel and what refund you can claim.
Why members cancel
The most common reasons for cancellation include relocation, reduced fitness commitment, discovery of a more affordable centre, or dissatisfaction with facilities or service quality. Whatever your reason, your consumer rights remain the same. Yafee has helped thousands of members navigate cancellations across fitness providers, and the process is straightforward once you know the legal framework.
Your consumer rights under new zealand law
Your consumer protections are stronger than many people realise, and you must understand what they are.
The 14-day cooling-off period
This is your strongest protection. Under the Consumer Guarantees Act 1993, if you joined Places Leisure within the last 14 days, you can cancel in writing and receive a full refund of your membership fees and any joining fee within approximately 10 working days. The clock starts from the date you became a member, not the date you first used the facilities. This applies to all membership tiers and promotional offers without exception.
The cooling-off period exists because distance contracts (those conducted online, by phone, or through the mail) carry inherent uncertainty. You have not inspected the service in person before committing, so the law grants you an unconditional exit window. Take advantage of this if you are within 14 days.
Rights after the cooling-off period
Once 14 days have passed, your position changes but your right to cancel remains. You can still cancel, but you must give at least 15 days' notice before your next Direct Debit payment. Your membership will remain active until that payment date arrives, and no refund is issued for the period you've already paid. This is a contractual notice period, not a penalty; it simply prevents Places Leisure from losing revenue when you cancel at short notice.
If you believe Places Leisure has breached the Consumer Guarantees Act 1993, engaged in misleading conduct under the Fair Trading Act 2020, or failed to honour a cancellation request, you can escalate to the Commerce Commission (comcom.govt.nz) if the company refuses to cooperate. The Commerce Commission is New Zealand's primary consumer protection authority and has enforcement powers to compel refunds and penalise breaches.
Your legal position
Within 14 days of joining: You have an unconditional right to cancel and receive a full refund. No notice period applies. After 14 days: You can cancel by giving 15 days' written notice before your next payment. You will not receive a refund for the current billing period. If Places Leisure refuses: Escalate to the Commerce Commission with copies of your cancellation request and all correspondence.
How to cancel your Places Leisure membership
You have four pathways to cancel, and Yafee recommends choosing the one that leaves you with the clearest written proof of your request.
Step 1: cancel via the member area online
This is the fastest method and creates an immediate digital record. Log into your Places Leisure account on their website and navigate to "My Memberships" or "Account Settings". Select the membership you wish to cancel and click "Cancel Membership". Follow the prompts to confirm your cancellation request. You will receive an email confirmation; save this for your records in case a dispute arises later.
Step 2: cancel via the Places Leisure mobile app
If you prefer using your phone, the app method is equally valid. Open the app and log into your account using your credentials. Tap "My Memberships" or the equivalent menu option and select the membership you want to cancel. Choose "Cancel Membership" and confirm your decision. Take a screenshot of the confirmation screen as backup evidence, even though you should receive an email confirmation as well.
Step 3: cancel by email to customer support
Email is the gold standard for cancellation because it creates a timestamped, written record. Contact Places Leisure's customer support team via their official email address (check your membership documents or the website for the current address). Write a clear, simple message: "I wish to cancel my Places Leisure membership effective immediately. My membership number is [insert number]. Please confirm receipt and provide a cancellation reference number." Send this from the email address registered to your account. Save the email and any reply you receive.
Step 4: cancel by post to the head office
Places Leisure's head office is located in the United Kingdom, and postal correspondence takes longer to process. If you choose this method, send a letter to: Places Leisure, [Head Office Address - see section below for full postal details]. Include your membership number, full name, and date of birth. Request a cancellation reference number in your letter. Send the letter via registered mail so you have proof of delivery. This method is slower than online or email but remains valid and creates a paper trail.
Cancellation timeline and what to expect
Understanding the timeframe protects you from unexpected charges after you think you have cancelled.
Within 14 days of joining
If you are within the cooling-off period, Places Leisure must process your cancellation and refund within 10 working days of receiving your request. You should see the money back in your bank account by day 10. If it does not arrive, contact the company immediately and ask for a refund confirmation with a reference number.
After 14 days: the 15-day notice period
Once the cooling-off period has expired, you must provide 15 days' written notice before your next scheduled payment. For example, if your Direct Debit is due on the 20th and you cancel on the 1st, your membership will end after the 20th payment. You will not be charged again. However, if you cancel on the 10th, you must still pay on the 20th because you have not given 15 days' notice; your membership ends after that payment, and the cancellation takes effect on the 5th of the following month (or equivalent). Always confirm the exact end date with Places Leisure in writing.
Confirmation and proof
After you submit your cancellation request, you should receive confirmation within 2 working days. This confirmation should include your cancellation date, reference number, and the date your final payment will be processed (if applicable). If you do not receive confirmation, send a follow-up email or call customer support to verify receipt. Do not assume your cancellation has been processed until you have written confirmation.
Refunds and what you can claim back
Yafee advises members to be clear about what refunds they are entitled to claim in different scenarios.
Full refund: within the 14-day cooling-off period
If you cancel within 14 days of joining, you are entitled to a full refund of all fees paid, including the membership fee and any joining fee. Places Leisure cannot deduct administration charges or claim losses for the short period you used the facilities. This is a statutory right under the Consumer Guarantees Act 1993 and cannot be contracted away by the company.
No refund: after 14 days
Once the cooling-off period has ended, you are not entitled to a refund for the current billing period. If your next payment is due on 20 November and you cancel on 1 November, you will pay on 20 November as scheduled, and your membership ends that day. You will not be charged again. If you have overpaid for a period (for instance, you paid annually and cancel mid-year), you may have grounds to claim a pro-rata refund under the Health and Safety at Work Act 2015 if the centre has permanently closed or failed to provide the services you paid for. Contact Yafee or the Commerce Commission for guidance on this scenario.
Pro-rata claims for service failure
If Places Leisure fails to provide the services you paid for (for example, the gym is permanently closed or swimming pools are unavailable for an extended period), you may be entitled to claim a pro-rata refund for the period during which services were not available. This is not a standard cancellation refund but a claim for breach of contract. Document the dates services were unavailable and write to the company requesting a partial refund. If they refuse, escalate to the Commerce Commission.
Cancellation method comparison table
| Method | Speed | Proof of request | Best for |
|---|---|---|---|
| Online member area | Instant | Email confirmation | Most members - fastest and easiest |
| Mobile app | Instant | Screenshot + email confirmation | Mobile-first users |
| Email to support | 1-2 working days | Timestamped email record | Members who want a written trail |
| Post to head office | 5-10 working days | Registered mail receipt | Members without email or as backup |
Common mistakes to avoid during cancellation
Cancellation is straightforward, but small errors can delay the process or cost you money. Here is what not to do.
Mistake 1: assuming cancellation happens when you want it to
Many members believe that cancelling on 1 November means the membership ends on 1 November. This is incorrect. You must give 15 days' notice before your next payment date. If you do not provide enough notice, you will be charged again, and you will need to request a refund afterwards. Always confirm the exact cancellation date in writing with Places Leisure before submitting your request.
Mistake 2: cancelling without keeping proof
If you cancel verbally or in person and do not request a reference number or written confirmation, Places Leisure can claim they never received your cancellation. This is why Yafee always recommends email, online, or registered post. Digital and postal records protect you if the company disputes your cancellation claim.
Mistake 3: failing to cancel your direct debit payment with your bank
Cancelling your membership does not automatically stop your Direct Debit. If Places Leisure continues to take payments after your cancellation date, you can ask your bank to block future payments and claim a refund for unauthorized charges. However, it is far easier to cancel the Direct Debit at the same time you cancel your membership. Log into your bank's app, find the Places Leisure payment, and select "Cancel this payment" or "Stop this standing order". This provides a safety net if the company fails to honour your cancellation.
Mistake 4: not checking the cooling-off period dates
The 14-day clock starts from the date you became a member, not the date you signed the paperwork or received your membership card. If you are unsure of this date, check your first receipt or payment confirmation. If you are within 14 days, claim the full refund immediately; if you have just passed 14 days, you will not qualify for the cooling-off refund, only the standard cancellation process.
What happens after you cancel
Cancellation is not the end of the process. You must monitor your account and bank statements to ensure the company honours your request.
Immediate steps after cancellation
Save your cancellation confirmation email or reference number. You will need this if a dispute arises. Log into your Places Leisure account after 1-2 working days to confirm that your membership status has changed to "Cancelled" or "Inactive". If the status still shows "Active", send a follow-up email to customer support asking for clarification.
Monitor your direct debit
Check your bank statements for the next 60 days to ensure Places Leisure does not attempt another charge. If an unauthorized payment appears, contact your bank immediately and ask for a chargeback. Provide your cancellation confirmation as evidence. Your bank will reverse the charge within 5-10 working days in most cases.
Claim your refund (within 14 days only)
If you cancelled within the cooling-off period, the refund should arrive within 10 working days. If it has not arrived by day 12, email Places Leisure with your cancellation reference and ask for a refund status update. If the company does not respond within 5 working days, escalate to the Commerce Commission with copies of your cancellation request and all correspondence.
Pricing and membership costs reference
| Membership tier | Monthly cost (approx.) | Joining fee | Cancellation notice |
|---|---|---|---|
| Gold (all centres) | NZD $70-90 | NZD $25-40 | 15 days |
| Silver (Silver + Bronze) | NZD $50-70 | NZD $25-40 | 15 days |
| Bronze (Bronze only) | NZD $35-50 | NZD $20-30 | 15 days |
| Promotional offer | Varies (e.g. NZD $30 for 30 days) | NZD $0-15 | 15 days from end of promotion |
Costs vary by location and are subject to change. Check your most recent billing statement or the Places Leisure website for current rates. Promotional offers are often followed by automatic upgrade to a standard tier unless you cancel before the promotion ends.
If Places Leisure refuses to cancel or refund
In rare cases, Places Leisure may refuse to process your cancellation or refund claim. Yafee advises you to escalate in stages.
Stage 1: written escalation to customer service
Send a formal email to Places Leisure's customer service team (not a general inbox). State the following: "I submitted a cancellation request on [date] with reference number [number]. As of [today's date], my membership remains active and I have been charged despite my request. Under the Consumer Guarantees Act 1993, I am entitled to cancel my membership and receive a refund (if within 14 days). Please process my cancellation immediately and confirm the cancellation date and any refund amount due within 3 working days. If you do not respond, I will escalate this matter to the Commerce Commission." Send this email and keep a copy.
Stage 2: commerce commission escalation
If Places Leisure does not respond within 5 working days, or refuses your cancellation or refund, lodge a complaint with the Commerce Commission at comcom.govt.nz. The Commission has enforcement powers and can compel the company to refund you and pay a penalty for breaching consumer law. Provide copies of your cancellation request, confirmation emails, and all correspondence with the company. The Commission will typically contact Places Leisure and request a response. Most disputes are resolved within 4-6 weeks.
Stage 3: chargeback via your bank
If you were charged after submitting a valid cancellation request and cannot get a refund from Places Leisure or the Commerce Commission, contact your bank and request a chargeback for "services not rendered" or "unauthorized payment". Provide your cancellation confirmation as evidence. Your bank will reverse the charge within 5-10 working days. This is a last resort but a powerful one.
Sending your cancellation by post: head office address
If you choose to cancel by post, send your letter to the Places Leisure head office in the United Kingdom. Because Places Leisure does not have a primary New Zealand office, postal correspondence should be sent to:
Places for People Leisure Management Ltd
[Insert current UK head office address as per company records]
United Kingdom
Include your full name, membership number, date of birth, and current address. Request a cancellation reference number in your letter. Send via registered post or international tracked mail so you have proof of delivery. Allow 10-15 working days for processing due to international mail delays. Yafee recommends using email instead of post whenever possible because it is faster and creates an immediate digital record.
Checklist for cancelling your Places Leisure membership
Use this checklist to ensure you have completed every step correctly and protected yourself from unexpected charges.
- Confirm today's date and your membership join date to determine if you are within the 14-day cooling-off period
- Check your membership tier (Gold, Silver, Bronze, or promotional) and note your membership number
- Choose your cancellation method: online, app, email, or post
- Submit your cancellation request with a clear message including your membership number and preferred cancellation date
- Save your confirmation email or reference number immediately
- If within 14 days, verify refund amount in your account within 10 working days
- If after 14 days, verify that no charge appears on your next payment date
- Cancel your Direct Debit payment with your bank as a backup
- Monitor your bank statements for 60 days for any unauthorized charges
- If refund does not arrive or company refuses, escalate to the Commerce Commission
Key takeaways and next steps
Your right to cancel a Places Leisure membership is protected by New Zealand law. Within 14 days of joining, you have an unconditional cooling-off right and can claim a full refund. After 14 days, you can cancel by providing 15 days' written notice, but you will not receive a refund for the current billing period. Choose an online or email cancellation method to create a written record, and always keep your confirmation for your files.
Yafee has helped thousands of consumers cancel fitness memberships across the United Kingdom and internationally. Our specialist team understands consumer law, contract terms, and the common tactics used by membership companies. If you need further guidance on your specific situation-such as whether you qualify for a refund, how to escalate a refund dispute, or how to claim back unauthorized charges-Yafee is here to advise you at every step.
Take action today. Submit your cancellation request in writing, save your confirmation, and monitor your account. Do not let avoidable fees drain your account because you delayed. Yafee is ready to support you through the process and ensure Places Leisure honours your cancellation rights under the Consumer Guarantees Act 1993.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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