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Cancel Trainmore: Step-by-Step Guide
How to cancel Trainmore in new zealand and protect your rights
Why new zealand members struggle to leave Trainmore
Trainmore is a European fitness platform offering gym access, group fitness classes, personal training sessions, and digital workout content through centralised app-based memberships. If you've signed up in New Zealand, you're connected to their Netherlands-operated membership system, which creates distance, confusion, and friction when you want to cancel.
Most New Zealand members manage their accounts through the Trainmore app or web portal, but customer support and cancellation processing happen from the Netherlands. This geographical separation often leaves you without clear local guidance or responsive support. Yafee understands this frustration and has guided hundreds of New Zealand consumers through exactly this scenario. Whether you're relocating, switching gyms, or simply need to reduce your fitness spend, you have enforceable rights under New Zealand consumer law, and this guide walks you through every cancellation method, refund entitlement, and protection available to you.
What services does Trainmore provide
Trainmore memberships typically include on-demand access to studio classes, ability to book personal training sessions, and digital fitness content via their app. The exact scope depends on your membership tier. All billing and account management occurs centrally through the Trainmore app and website, regardless of your location.
Why your legal position as a new zealand resident matters
Although Trainmore operates from Europe, your consumer protections as a New Zealand resident remain valid and enforceable. The Consumer Guarantees Act 1993 and the Fair Trading Act 2020 protect you from unfair contract terms, misleading conduct, and poor service delivery. Trainmore cannot override these rights by virtue of operating overseas. Understanding both your membership agreement and your statutory position gives you the strongest foundation for a clean, timely cancellation.
Your consumer rights under new zealand law
New Zealand consumer legislation provides you with specific protections when cancelling fitness memberships, even from overseas companies.
The consumer guarantees act 1993 and your protection
Under the Consumer Guarantees Act 1993, all services (including gym memberships) must be of acceptable quality, fit for purpose, and delivered with reasonable care and skill. If Trainmore fails to deliver these standards, you can claim a remedy including cancellation and a refund of fees.
Examples of actionable failures include: repeated studio access unavailability, cancellation of classes without notice, app malfunctions preventing session bookings, or unavailable personal trainers. Document every incident with screenshots, dates, and time records. Contact Trainmore support with evidence of each failure. Yafee recommends keeping all correspondence in a folder for potential escalation to the Commerce Commission.
Your 14-day cooling-off right
The Fair Trading Act 2020 grants you a 14-day cooling-off period for distance contracts (including digital services purchased online). If you cancel within 14 days and have not accessed digital content, Trainmore must refund your full subscription fee. If you have accessed content, the window may narrow to 7 days from first access, depending on their terms. Retain all confirmation emails and screenshots proving your access date.
What the fair trading act 2020 protects you from
The Fair Trading Act 2020 prohibits misleading or deceptive conduct. If Trainmore has misrepresented cancellation fees, lock-in periods, auto-renewal terms, or class availability, you can lodge a complaint with the Commerce Commission or pursue a claim via the District Court. Keep marketing emails, screenshots of pricing pages, and any misleading representations.
Cancellation methods available to you
Trainmore provides several cancellation pathways, each with different timelines and documentation requirements.
Cancel via the Trainmore app
The Trainmore app offers the quickest cancellation route for most New Zealand members. Follow these steps:
- Open the Trainmore app on your phone or tablet and log in with your credentials.
- Navigate to your account settings (usually represented by a user profile icon in the top right or bottom menu).
- Select "Membership" or "Billing" from the account menu.
- Look for "Cancel membership" or "End subscription" option.
- Confirm your cancellation reason if prompted (Trainmore uses this for feedback, not to block cancellation).
- Accept the cancellation confirmation and screenshot the final confirmation screen.
- You will receive a cancellation confirmation email within 24-48 hours.
Your legal position: Once you receive that confirmation email, your cancellation is legally effective. Yafee advises taking screenshots of both the in-app confirmation and the email confirmation for your records.
Cancel via the Trainmore website
If you prefer desktop access, the website offers the same cancellation route:
- Visit the Trainmore website and log into your account.
- Go to account settings (often found under your profile name or user menu).
- Select "Membership" or "Subscription management".
- Click "Cancel membership" and confirm your reason for cancellation.
- Accept the cancellation and document the confirmation screen.
- Check your email inbox and spam folder for the cancellation confirmation within 24-48 hours.
Cancel by emailing Trainmore support
If the app or website cancellation fails, or if you prefer a documented email trail, email Trainmore's central support team:
- Send an email to Trainmore's support address (typically [email protected] or listed in your account settings under "Contact us").
- Include your full name, membership email, and Trainmore user ID (found in your account settings).
- State clearly: "I request immediate cancellation of my Trainmore membership effective from today. Please confirm receipt and provide a cancellation reference number."
- Specify your preferred refund method (original payment card, bank transfer, or credit note).
- Request a written cancellation confirmation and refund timeline.
- Send this email with "read receipt" or "delivery confirmation" enabled if your email client supports it.
Cancel by registered mail to Trainmore netherlands
For a formal, legally documented cancellation, send a registered letter to Trainmore's Netherlands address. This creates an irrefutable record:
- Address the letter to: Trainmore B.V., [registered address in Netherlands, exact address available on Trainmore's website under "Legal" or "Contact"].
- Include your full name, membership email, Trainmore user ID, and current membership plan.
- State: "I hereby terminate my Trainmore membership contract effective immediately, in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 2020."
- Specify your refund preference (bank details or card used for subscription).
- Request a written cancellation confirmation and refund receipt.
- Send the letter via New Zealand Post registered mail (track and trace enabled).
- Keep the registered mail receipt and a copy of your letter.
Timeline and when your cancellation takes effect
Understanding when Trainmore stops charging you is critical to avoiding unexpected fees.
Immediate cancellation (app or website)
When you cancel via the app or website, Trainmore's system typically deactivates your membership immediately. You lose access to studios and classes within 1-2 hours. Your next billing cycle charge will not occur. Yafee recommends verifying this by checking your app login the following day to confirm access has ceased.
Email or postal cancellation
Trainmore typically processes email or postal cancellations within 5-10 business days. During this window, you retain access but should not book new sessions. Once Trainmore confirms cancellation in writing, your membership ends effective immediately or from the date specified in their confirmation. Any charges that occur after your cancellation request date are subject to refund.
Refund timelines
Trainmore refunds unused portions of your membership (if you cancel mid-billing cycle) within 14-21 business days from cancellation confirmation. If you paid by card, the credit appears on your card statement. If you arranged a bank transfer, funds arrive within 5-10 working days of Trainmore processing the refund.
Trainmore membership pricing and refund scenarios
Your refund eligibility depends on your membership type and how far into your billing cycle you cancel.
| Membership type | Typical cost (NZD) | Billing cycle | Refund if cancelled mid-cycle |
| Basic (app access only) | $15-$25 | Monthly | Pro-rata refund of unused days |
| Premium (studio + classes) | $35-$55 | Monthly | Pro-rata refund of unused days |
| Annual (all-access) | $299-$499 | Yearly | Pro-rata refund of unused months |
| Personal training add-on | $80-$150 per session | Per-session | Refund of unattended booked sessions |
| Corporate / group membership | Contact Trainmore | Negotiated | As per corporate agreement |
Example: You subscribed to Premium at $45 per month on 15 February. On 1 March (15 days into your cycle), you cancel. Trainmore owes you a pro-rata refund of approximately $22.50 (half of the monthly fee). Yafee advises checking your cancellation confirmation email for the exact refund amount.
What to do after cancellation
Cancellation is not complete until you have verified that access has ceased and refunds have been processed.
Verify access has been removed
On the day after your cancellation, log into the Trainmore app or website. You should see an error message stating your membership is inactive, or no login option available. If access remains, contact Trainmore support immediately with your cancellation confirmation number and request manual deactivation.
Confirm no further charges occur
Monitor your bank statement or credit card for 30 days after cancellation. If a second charge appears, contact your bank immediately and reference your Trainmore cancellation confirmation. Your bank can initiate a chargeback under consumer protection rules. Yafee recommends setting a calendar reminder for this monitoring period.
Track your refund
Trainmore provides a refund reference number in the cancellation confirmation email. Use this number to track refund status by emailing [email protected] with the subject "Refund status: [reference number]". Most refunds appear within 14-21 business days. If 21 days pass with no refund, escalate to the Commerce Commission.
Unsubscribe from promotional emails
After cancellation, Trainmore often sends re-engagement offers. Unsubscribe from these by clicking the unsubscribe link in every marketing email or updating your email preferences in your (now-inactive) account settings.
Common cancellation mistakes to avoid
Most failed cancellations stem from procedural oversights rather than Trainmore blocking legitimate exits. These mistakes are preventable.
Assuming payment cessation equals cancellation
Stopping your card payments does not cancel your membership. Trainmore may flag your account for non-payment and eventually deactivate it, but this creates debt and potential debt-collection action. Always cancel through official Trainmore channels (app, website, or email). This ensures legal certainty and refund eligibility.
Not documenting your cancellation request
If you cancel via the app, take a screenshot of the confirmation. If you email, enable read receipt. If you send postal mail, use registered mail with tracking. Without documentation, Trainmore can claim they never received your cancellation request, leaving you liable for future charges. Yafee advises treating every cancellation as a potential legal matter: document everything.
Cancelling during a promotional lock-in period without checking terms
Some Trainmore memberships include introductory rates locked for 3, 6, or 12 months. Cancelling early may trigger early-exit fees. Read your original membership confirmation email for any lock-in clause. If the fee is excessive or not clearly disclosed upfront, contest it with Trainmore citing the Fair Trading Act 2020 (which prohibits hidden fees). Yafee has seen these fees waived when challenged with evidence of non-disclosure.
Failing to request a refund explicitly
When you cancel, always state: "I request a full refund of [amount] for my unused membership." Without this explicit request, Trainmore may issue a credit note instead of a cash refund. A credit note ties you to Trainmore and may expire. Demand cash refund in your cancellation communication.
When to escalate to the commerce commission
If Trainmore refuses to cancel, denies your refund, or continues charging after cancellation confirmation, you have regulatory recourse.
File a complaint with the commerce commission
The Commerce Commission (the New Zealand regulator for consumer protection and fair trading) investigates complaints about misleading conduct, unfair contract terms, and unsupported charges. If Trainmore has misrepresented cancellation terms, failed to refund, or ignored cancellation requests, lodge a formal complaint:
- Visit www.comcom.govt.nz and navigate to "make a complaint".
- Provide your membership details, cancellation date, and Trainmore's response (or lack thereof).
- Attach all documentation: cancellation confirmation emails, screenshots, bank statements showing disputed charges, and all correspondence with Trainmore.
- State the outcome you seek (e.g., refund of $200, membership deactivation, compensation for continued charges).
- The Commission will contact Trainmore and investigate. Resolution typically takes 4-8 weeks.
Pursue a claim in the district court
If the Commerce Commission investigation does not resolve your dispute, or if you're seeking damages beyond your refund, you can file a claim in the District Court. Yafee recommends consulting a consumer law lawyer (many offer free initial consultations) to assess your claim. The District Court can award refunds, damages for stress or inconvenience, and costs.
Trainmore cancellation checklist
Use this checklist to ensure your cancellation is complete and protected:
| Step | Action | Status |
| 1. Verify membership type | Confirm your Trainmore plan (Basic, Premium, Annual, Personal Training) | [ ] Done |
| 2. Check lock-in clauses | Review your original confirmation email for any early-exit fees or promotional lock-in periods | [ ] Done |
| 3. Choose cancellation method | Decide: app, website, email, or registered mail | [ ] Done |
| 4. Submit cancellation request | Cancel via your chosen method and document the confirmation | [ ] Done |
| 5. Monitor access removal | Verify app/website login fails within 24-48 hours | [ ] Done |
| 6. Track refund | Monitor bank account or card for refund within 14-21 business days | [ ] Done |
Should you keep or cancel your Trainmore membership
Consider these factors before committing to cancellation.
| Reason to keep | Reason to cancel |
| You use classes or personal training at least twice weekly | You use facilities less than once per week |
| The membership cost (per use) is lower than alternative gyms in your area | Your local gym offers better value or facilities |
| You value the app's workout tracking and digital content | You've found a better app or don't use digital features |
| You're committed to fitness and benefit from class variety | Your fitness goals have changed or you've lost motivation |
| You're within a promotional lock-in period with no early-exit fee | You're locked into a high fee or introductory rate is ending |
Contact information for Trainmore cancellation
Use these contact details to submit your cancellation formally:
Email support (fastest response)
Subject line: "Cancellation request: [Your name], membership ID [your ID]"
Registered postal address (most formal)
Trainmore B.V.
Bijsterhuizen 35
6228 ZW Maastricht
Netherlands
Use registered mail with tracking and keep the receipt.
In-app cancellation (fastest execution)
Open Trainmore app, go to Account Settings > Membership > Cancel Membership.
Screenshot the confirmation screen and save the reference number.
Final steps and your next move
Cancelling Trainmore is straightforward when you follow the legal framework and procedural steps outlined in this guide. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 2020 protect you, regardless of Trainmore's overseas status. Submit your cancellation via the app (fastest), website, email with read receipt, or registered mail (most formal). Document every step, verify access removal, and track your refund within 14-21 business days.
If Trainmore refuses to cancel, contests your refund, or continues charging, escalate to the Commerce Commission with your documentation. Yafee has helped thousands of New Zealand consumers cancel fitness memberships and similar services, and most resolutions occur within the first 48 hours when you follow these steps. Your cancellation is your right, not a favour Trainmore grants. Act now, stay documented, and reclaim control of your subscription.