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Frequently asked questions
Cancel Reform: Step-by-Step Guide
How to cancel Reform and reclaim control of your fitness budget
What Reform is and why you might cancel
Reform (also known as Your Reformer) is a subscription-based fitness platform that combines a mobile application with physical reformer equipment and live coaching support. You download the app on iOS or Android, access guided pilates-style workout videos, and purchase reformer beds and accessories through their online store. The service is designed for people seeking structured, home-based reformer training with professional guidance.
You might cancel Reform if the workouts no longer align with your fitness goals, the equipment remains unused, the subscription cost no longer suits your budget, or you experience service failures that breach your consumer rights. Whatever your reason, Yafee is here to guide you through each cancellation method step by step, ensuring you maintain full control of your account and protect your money. Understanding your legal position under New Zealand consumer law is equally important-it determines whether you can cancel immediately or must follow a notice period.
What you pay for with Reform
Reform charges for three primary components: the mobile app subscription (delivered through your device's app store), optional online coaching packages, and physical reformer beds that range from entry-level models to professional studio-grade equipment. You can also purchase accessories including mats, specialised socks, and branded apparel. Cancellation methods vary depending on which service you subscribed to-the app alone differs from a bundled purchase that includes equipment and coaching. Yafee recommends identifying exactly which services appear on your billing statements before you begin the cancellation process.
Your consumer rights under new zealand law
What the consumer guarantees act protects
New Zealand's Consumer Guarantees Act 1993 provides you with powerful protections when you purchase services like Reform's fitness subscription. You have the statutory right to expect that the service is of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If the app crashes repeatedly, workouts are unavailable, or the coaching service does not match what was advertised, you may be entitled to cancel immediately and claim a refund for the unused portion of your subscription.
The law recognises a "major failure" as a situation where the service is so defective that it defeats your essential purpose for purchasing it. If Reform ceases responding to support requests, the app becomes completely non-functional, or promised features are never delivered, you have statutory grounds to request a refund regardless of what their standard cancellation terms state. This protection applies to all consumers in New Zealand, regardless of the company's location.
When you can invoke legal protections and escalate
You do not need to accept "non-refundable subscription" terms if Reform fails to deliver the service you paid for. Before contacting support, gather evidence: take screenshots of app errors, record the dates when the service was unavailable, and save copies of any support emails that went unanswered. If Reform refuses your refund request, the Commerce Commission (New Zealand's independent consumer watchdog) can investigate your complaint and force a refund if the company has breached the Consumer Guarantees Act.
Your legal position is straightforward: if the service is materially defective, you can cancel and claim your money back. Yafee recommends documenting everything because this evidence becomes crucial if you need to escalate to the Commerce Commission.
Reform pricing and subscription options
Understanding reform's costs
Reform does not publicly display New Zealand-specific pricing on their website. The mobile app is free to download, but subscription costs appear only after you sign up or within the app itself. This means you must check pricing directly in your device's app store or contact Reform's support team at [email protected] to confirm current NZD rates before you commit to any purchase.
Reform pricing summary
| Service or product | Approximate cost | Key details |
|---|---|---|
| App subscription (monthly) | Contact support for NZD rate | Billed monthly through app store; renewal is automatic |
| App subscription (annual) | Discounted vs monthly | Lock in savings if you commit long-term |
| Reformer bed (Original model) | AUD $2,000-$3,500 | Physical product; 14-day return window under ACL |
| Reformer bed (Studio model) | AUD $4,000-$6,000+ | Professional-grade; high shipping cost to NZ |
| Accessories (mats, socks, apparel) | AUD $30-$150 each | Non-returnable if used, worn, or price-reduced |
| Coaching packages (bundled) | Varies by programme | Fixed-term contracts; cancellation fees may apply |
Should you cancel Reform?
Reasons to cancel
- You have not used the app or equipment for more than a month.
- The app crashes frequently or features promised at sign-up are missing.
- Monthly subscription cost no longer fits your budget or financial priorities.
- You purchased equipment that does not fit your living space or fitness needs.
- Reform's customer support is unresponsive or unhelpful.
- You prefer a different fitness platform or method.
Reasons to keep your subscription
- You use the app regularly and enjoy the coaching feedback.
- You have built a habit and see measurable fitness progress.
- The equipment is well integrated into your home gym routine.
- You value the structured workout schedule and community features.
- The cost is affordable within your current budget.
How to cancel Reform
Step 1: identify your subscription type
Before you submit a cancellation request, determine how you subscribed to Reform. Check your billing statements and email confirmations from the past three months. Did you subscribe through the iOS App Store, Google Play, or directly on Reform's website? Did you also purchase equipment or a coaching package? Different subscription channels require different cancellation methods, and Yafee emphasises this step because submitting a cancellation request to the wrong address or team will delay your process significantly.
Step 2: cancel app subscriptions via your device app store
If you subscribed to the Reform app directly through Apple App Store or Google Play, you must cancel through your device's subscription settings, not through Reform's website.
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iPhone or iPad (Apple App Store):
- Open the Settings app.
- Tap your name at the top of the screen.
- Select Subscriptions.
- Find and tap Reform.
- Tap Cancel Subscription and confirm.
- Your subscription ends at the next billing date; you retain access until then.
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Android devices (Google Play):
- Open the Google Play app.
- Tap your profile icon in the top right corner.
- Select Payments and Subscriptions.
- Tap Subscriptions and select Reform.
- Tap Cancel Subscription and confirm the cancellation.
- Your access continues until the end of your current billing cycle.
Step 3: cancel direct website or coaching subscriptions
If you signed up directly on Reform's website for a subscription, coaching package, or equipment purchase, you must contact their support team. The postal address provided on their website is UK-based; Reform does not maintain a New Zealand-specific address. Send your cancellation request to [email protected] and include the following information:
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Compose a clear cancellation email containing:
- Your full name and email address associated with the account.
- Your Reform account number or customer reference ID (found in confirmation emails or the app).
- The subscription type you wish to cancel (monthly app, annual coaching package, equipment order, or combination).
- Your reason for cancellation (optional but can strengthen a refund claim if service was defective).
- Your preferred cancellation date (immediate or end of current billing cycle).
- A request for written confirmation of cancellation and any refund eligibility.
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Send the email and retain evidence:
- Send from the email address linked to your Reform account.
- Save a copy of your email and Reform's response.
- Note the date and time you submitted the request.
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Wait for confirmation:
- Reform's support team should respond within 5 business days under standard customer service practice.
- If you do not receive a response within one week, send a follow-up email referencing your original request.
Step 4: return or retain equipment
If you purchased a reformer bed or accessories, your ability to return these items depends on their condition and how long ago you bought them. Under the Consumer Guarantees Act, you have 14 days from purchase to return faulty goods. If the equipment is unused and in original packaging, you may qualify for a return under Reform's return policy. However, if you have used the equipment or more than 14 days have passed, return eligibility depends on whether you can claim the service was defective. Contact Reform's support team to clarify your return rights before shipping anything back.
Refunds and billing after cancellation
What you can expect for refunds
If you cancel an app subscription through your device's app store, no refund is issued for the current billing period-you simply stop paying from the next renewal date. If you cancel a direct website subscription with Reform, they may offer a partial refund for unused time if you request it, but they are not legally obligated to do so unless the service was defective or they breached the Consumer Guarantees Act.
Yafee recommends requesting a refund explicitly in your cancellation email if you have a legitimate claim-for example, if the app became unusable midway through a billing cycle. If Reform refuses and you believe they violated the law, you can escalate to the Commerce Commission, which can compel them to refund you the unused portion.
Stop future charges immediately
Once you cancel, verify that charges stop at the next billing date. Check your bank or credit card statements two weeks after your expected renewal date. If an unexpected charge appears, contact your bank and initiate a dispute, then send Reform a follow-up email with the transaction reference. Keep all dispute evidence because it strengthens a complaint to the Commerce Commission if needed.
Common cancellation mistakes and how to avoid them
Cancelling a subscription can feel straightforward, but one misstep can trap you in a renewal cycle or leave you without proof of cancellation. Yafee has identified the mistakes that most commonly delay or complicate the process-and how to prevent them entirely.
Mistake 1: cancelling in the wrong place
Many users try to delete the Reform app or log out of their account, believing this cancels the subscription. It does not. Deleting the app leaves your subscription active and billing continues. You must cancel through your app store settings (iOS or Android) or by emailing Reform's support team. Always verify the correct cancellation channel before taking action.
Mistake 2: assuming a refund is automatic
Unless the service failed under the Consumer Guarantees Act, Reform is not obligated to refund unused time. If you want a refund, request it explicitly in your cancellation email and explain why you believe you deserve one. If they refuse, you have the right to escalate to the Commerce Commission. Yafee advises never assuming a refund without written confirmation from Reform.
Mistake 3: not keeping cancellation confirmation
If you cancel via email and do not save Reform's response, you have no proof the cancellation was processed. If they deny you cancelled or continue charging, you cannot dispute it effectively. Always screenshot your app store cancellation confirmation or save the entire email chain with Reform. This evidence is essential if you need to file a dispute with your bank or complain to the Commerce Commission.
Mistake 4: missing the renewal date
If you forget to cancel before your subscription renews, you may be charged for another full cycle. Set a phone reminder two days before your renewal date to confirm cancellation went through. Check your app store or email for the exact renewal date and act before it arrives.
After you cancel Reform
What happens to your account and data
Once your cancellation is processed, your access to the Reform app and coaching content ends on your final billing date. You will no longer receive emails from Reform, and your account data (saved workouts, progress notes, preferences) may be retained by Reform for a limited period. If you want your personal data deleted, you can request this under New Zealand's Privacy Act 2020 by emailing [email protected] and citing your request to access or delete your personal information.
Exploring alternative fitness platforms
If you cancelled because Reform did not suit your goals, consider pilates or fitness apps that offer trial periods or lower subscription costs. Yafee recommends researching reviews on consumer forums and checking whether alternative platforms have better customer support responsiveness before committing. Many fitness apps offer 7-day free trials, allowing you to test compatibility before billing begins.
Escalating to the commerce commission
When and how to file a complaint
If Reform refuses to cancel your subscription, denies you a refund you believe you deserve under the Consumer Guarantees Act, or continues charging after you have cancelled, you can lodge a formal complaint with the Commerce Commission. This is New Zealand's independent regulator for consumer protection, and they can investigate whether Reform has breached the law.
To escalate:
- Gather all evidence: emails to Reform, screenshots of failed charges, app store cancellation records, and written explanations of the service failure (if applicable).
- Visit the Commerce Commission website (comcom.govt.nz) and complete their dispute resolution form.
- Provide clear details of what Reform did or failed to do, the refund amount you are claiming, and the dates of relevant transactions.
- The Commerce Commission will investigate and, if Reform breached the law, can compel them to refund you, pay compensation, and cease the illegal practice.
Checklist: before and after cancellation
| Task | When to do it | Status |
|---|---|---|
| Confirm your subscription type (app store, direct, coaching bundle) | Before cancellation | ✓ |
| Note the renewal date from your last billing email or app store | Before cancellation | ✓ |
| Cancel via the correct channel (app store or email support) | Day 1 of cancellation | ✓ |
| Save all cancellation confirmations (screenshots or email copies) | Immediately after cancellation | ✓ |
| Verify no new charges appear after the final billing date | 14 days after renewal date | ✓ |
| If Reform continues billing, dispute the charge with your bank | Within 60 days of the unwanted charge | ✓ |
Cancellation address and support contact
Reform does not maintain a New Zealand postal address. All cancellation requests should be sent by email to [email protected]. Include "Cancellation Request" in the subject line and your full name, email address, and account number in the body.
If Reform's support email is unresponsive or you are unable to reach them after two weeks, you can escalate your complaint to:
Commerce Commission (New Zealand)
Website: comcom.govt.nz
Telephone: 0800 943 600
This is your statutory avenue for consumer disputes if Reform refuses to honour the law.
Why yafee exists and how it helps
Subscription cancellations are often deliberately complicated-companies make it easy to sign up but hard to leave, hoping you will abandon the effort and continue paying. Yafee was built to level that imbalance. Our guides break down every service's cancellation process, reference the legal framework that protects you, and provide step-by-step instructions that work. Whether you are cancelling Reform or another service, Yafee has helped thousands of consumers cancel their subscriptions, reclaim unspent money, and escape billing traps.
Your time, money, and peace of mind matter. Use this guide to cancel Reform with confidence, knowing exactly where your legal rights stand and which step comes next.
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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