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Frequently asked questions
Cancel Trainerize: The Right Way
How to cancel Trainerize and stop recurring charges in the philippines
What Trainerize is and why you might cancel
Trainerize is an online fitness coaching platform that personal trainers and coaching businesses use to deliver workout plans, nutrition guidance, habit tracking, and direct client messaging. The service operates internationally from its headquarters in Vancouver, Canada, and serves users across the Philippines through web and mobile applications. If you have subscribed to a trainer's coaching program through Trainerize, you are paying for access to personalised fitness guidance and program management tools managed by your trainer.
For users in the Philippines, cancellation frustration typically emerges when billing continues after you request cancellation or when support responses take longer than expected. This concern is legitimate. Customer reviews document repeated complaints centred on continued charges after cancellation requests and delayed support responses. At Yafee, we have analysed dozens of similar fitness and coaching platforms, and the solution starts with understanding exactly how your subscription operates and where to execute the cancellation.
Common reasons users cancel Trainerize
You may cancel Trainerize for several reasons: your trainer becomes unavailable, the coaching program no longer meets your fitness goals, you prefer self-directed training, or unexpected recurring charges appear on your bank statement. Some users cancel because their trainer's plan structure changed or because communication with their coach deteriorated. Whatever your reason, Philippine consumer law protects your right to cancel without penalty or extended delays.
What Trainerize costs and how billing works
Trainerize operates on subscription billing with automatic monthly or annual renewal. The platform is designed primarily for trainers and coaching businesses rather than individual consumers purchasing fitness content directly. Monthly plan tiers range from approximately ₱565 (USD $10.00) for the Grow tier to approximately ₱6,780 (USD $120.00) for the Pro 50 plan. Pricing displays in US dollars on the official website, not in Philippine pesos, which means your actual PHP charge depends on the current exchange rate applied by your payment processor.
Your subscription cost depends on your trainer's selected plan tier, which determines how many clients they can manage and which coaching tools they access. Your subscription renews automatically each month or annually, depending on the plan your trainer established for their business. Most plans permit upfront annual payment options, though no mandatory minimum commitment period appears in the official help documentation.
Your consumer rights under philippine law
Your protection as a consumer in the Philippines is anchored in the Consumer Act of the Philippines (Republic Act No. 7394), which requires any business selling goods or services to you to clearly disclose all material terms.
What the consumer act of the philippines says about subscriptions
Under the Consumer Act, any company offering recurring charges must make cancellation straightforward and must process cancellations promptly. If Trainerize or your trainer continues charging you after you cancel, or if cancellation terms were not clearly presented when you subscribed, you have grounds to dispute the charges with your bank or payment provider. The law equally requires that companies respond to consumer complaints within a reasonable timeframe; if Trainerize support ignores your cancellation request beyond 7 days, you can file a formal complaint with the Department of Trade and Industry (DTI).
Your legal position when cancelling
You have the right to cancel your subscription at any time without penalty or extended delays. The Consumer Act prohibits companies from charging you after you request cancellation in writing or through documented communication. If a cancellation confirmation is not provided within 48 hours of your request, Trainerize is in breach of your consumer rights. You may also request a refund for charges applied after your cancellation date. Yafee recommends that you retain screenshots and email confirmations of all cancellation requests, as these documents support any dispute you file with your bank or the DTI.
How to cancel your Trainerize subscription
Cancellation of a Trainerize subscription requires identifying whether you pay directly to Trainerize or through your trainer, then following the appropriate cancellation pathway for your arrangement.
Step 1: locate your subscription source and plan details
Before you cancel, confirm whether you manage your subscription directly through Trainerize or whether your trainer manages billing on your behalf. Log into your Trainerize client account and navigate to your account settings or profile page. Check your email inbox for the most recent invoice or billing statement; the invoice footer will show the entity billing you and the date of the next charge. If invoices come from your trainer's business name rather than "Trainerize Inc.", your trainer manages your billing directly.
Step 2: request cancellation in writing
Send a written cancellation request to the appropriate contact. If you manage your subscription directly through Trainerize, email [email protected] with the subject line "Cancellation Request: [Your Full Name] and Account Email Address". Include the email address linked to your Trainerize account, your full name, and a clear statement: "I request cancellation of my subscription effective immediately, with no further charges." If your trainer manages your billing, contact your trainer directly via the messaging system within Trainerize or via their published email address, using the same format.
- Include your Trainerize account email address and the date you want cancellation to take effect
- Request written confirmation of cancellation within 48 hours
- Keep a copy of the email you send for your records
Step 3: await written confirmation
Trainerize support or your trainer must provide written confirmation of your cancellation within 48 hours. The confirmation should state the cancellation date, confirm that no further charges will be applied, and identify any refund or credit due to you. If you do not receive confirmation within 2 working days, send a follow-up email requesting confirmation and documenting your initial request date.
Step 4: verify cancellation in your account settings
Once you receive written confirmation, log back into your Trainerize account. Navigate to your subscription or billing settings and verify that your subscription status shows "cancelled" or "inactive". If the platform still displays an active subscription after you receive cancellation confirmation, take a screenshot and include this evidence in any dispute you later file. The app may take up to 24 hours to update your subscription status, so allow one full business day before escalating.
Step 5: monitor your next billing cycle
Review your bank statement or payment app on the date your next charge was originally scheduled. If no charge appears, your cancellation was successful. If a charge does appear after your cancellation confirmation date, immediately contact your bank or payment provider to dispute the charge and reference your written cancellation request. Yafee advises that you retain all cancellation confirmations and bank statements as evidence for any dispute process.
What happens after you cancel
Cancellation of your Trainerize subscription takes effect on the date stated in your written confirmation from support or your trainer.
Access to your account after cancellation
After cancellation, your access to the Trainerize app and your trainer's coaching program ends on the cancellation date. You lose access to workout plans, progress tracking, and trainer messaging. Some trainers offer a grace period allowing you to download your workout history or training data; you may request this before or immediately after cancellation. Take screenshots of any important training data before the cancellation date takes effect.
Refunds and unused subscription credits
Refund eligibility depends on your subscription plan terms and the timing of your cancellation. If you cancel within 7 days of the charge date, most payment processors honour refund requests under their buyer protection policies. If you cancel mid-billing cycle, Trainerize may issue a partial refund for unused time, though this is not guaranteed. Contact [email protected] or your trainer to request a refund for any unused prepaid period. Include your cancellation confirmation date and the invoice number in your refund request. Allow 5 to 10 business days for a refund to appear in your bank account.
Dispute resolution if charges continue
If Trainerize or your trainer charges you after your written cancellation date, dispute the charge with your bank or payment provider immediately. Contact your bank's fraud or dispute department and provide your cancellation confirmation email as evidence. Your bank will investigate and typically reverses charges applied after a documented cancellation request. Yafee recommends that you also file a complaint with the Department of Trade and Industry (DTI) if your bank's dispute process takes longer than 30 days or if charges recur after an initial refund.
Common mistakes to avoid when cancelling
Cancellation is straightforward when you follow the documented process, but several missteps can delay your cancellation or leave you vulnerable to continued charges.
Mistake 1: assuming your cancellation was processed without confirmation
Do not assume cancellation is complete after you submit a request. Many users believe their cancellation is finished when they click "cancel" in the app or send a single email, only to discover charges appear on their next billing date. Always wait for written confirmation from Trainerize support or your trainer before considering the cancellation final. Screenshot the confirmation and store it securely.
Mistake 2: deleting your account instead of cancelling your subscription
Deleting your Trainerize account and cancelling your subscription are two separate actions. Deleting your account removes your access but does not automatically cancel recurring billing. You must explicitly request subscription cancellation in writing. Many platforms continue charging accounts that are deleted but not formally cancelled, because the billing system operates independently of account access systems.
Mistake 3: relying only on in-app messaging without email documentation
In-app messaging to your trainer is convenient but creates no permanent record if the trainer deletes the conversation. Always send cancellation requests via email to [email protected] or to your trainer's registered email address (obtained from your account settings or invoice). Email creates a dated, documented trail that protects you in any dispute. Screenshots of in-app messages alone are insufficient evidence for a chargeback or DTI complaint.
Mistake 4: not monitoring your bank statement after cancellation
Check your bank statement or payment app on the date your next charge was originally scheduled. If you do not actively verify that the charge did not appear, you may miss the critical 5 to 7-day window for disputing unauthorised charges. Set a phone reminder for your next billing date so you verify cancellation success immediately.
Trainerize pricing and subscription comparison
Understanding Trainerize's pricing structure helps you assess the value of your subscription before deciding to cancel.
| Plan tier | USD monthly cost | PHP equivalent (approximate) | Intended use |
|---|---|---|---|
| Grow | USD $10.00 | ₱565 | Single trainer, limited clients |
| Pro 10 | USD $50.00 | ₱2,825 | Up to 10 active clients |
| Pro 25 | USD $80.00 | ₱4,520 | Up to 25 active clients (most popular) |
| Pro 50 | USD $120.00 | ₱6,780 | Up to 50 active clients |
These prices are displayed in US dollars on Trainerize's website. Your actual charge in Philippine pesos depends on the current USD-to-PHP exchange rate applied by your payment processor on the transaction date. Annual prepayment options typically offer 2 to 3 months of discounted billing, though your trainer must offer this option as part of their plan setup.
How to escalate if Trainerize continues charging you
If Trainerize or your trainer continues to charge you after your written cancellation request, escalation through formal consumer channels is necessary.
Step 1: request written confirmation of cancellation from your trainer or Trainerize
Send a follow-up email to [email protected] or your trainer, marked "URGENT: Cancellation Confirmation Required", referencing your original cancellation request date and time. Request that Trainerize or your trainer acknowledge receipt of your cancellation request and provide the exact date they will stop billing. Keep this follow-up email and any response for your escalation file.
Step 2: contact your bank or payment provider to dispute the charge
If charges continue after your documented cancellation request, contact your bank's customer service or payment provider (e.g., GCash, PayMaya, credit card issuer) and request a chargeback or refund. Provide the bank with a copy of your written cancellation request email, any confirmation you received, and the unauthorised charges appearing on your statement. Your bank will initiate a dispute investigation, which typically takes 10 to 30 business days. Do not pay any disputed charges during this period.
Step 3: file a complaint with the department of trade and industry
If your bank's dispute process does not resolve the issue or if charges recur after an initial refund, file a formal consumer complaint with the Department of Trade and Industry (DTI). The DTI is the Philippine government's consumer protection authority and has jurisdiction over foreign companies operating in the Philippines. Submit your complaint online at www.dti.gov.ph or visit your nearest DTI Regional Office. Include all documentation: your cancellation request email, Trainerize's response (or absence thereof), your bank's dispute decision, and evidence of unauthorised charges. The DTI will investigate and can mandate refunds and penalties against Trainerize if a violation is found.
Cancellation checklist
Use this checklist to ensure your cancellation is complete and your records are secure.
- Identify your billing contact: Confirm whether Trainerize or your trainer manages your subscription
- Send written cancellation request: Email [email protected] or your trainer with your full name, account email, and cancellation date
- Obtain written confirmation: Request and keep a copy of cancellation confirmation within 48 hours
- Screenshot your account: Capture evidence that your subscription status changed to "cancelled" or "inactive"
- Monitor your next billing date: Verify no charge appears on your scheduled payment date
- Check your bank statement: Review your statement 2 to 3 days after your original billing date to confirm
- Save all documentation: Store cancellation emails, confirmations, and bank statements in a secure folder for 12 months
- Dispute unauthorised charges: If a charge appears after cancellation, contact your bank immediately with your evidence
Getting help with your cancellation
If you encounter resistance from Trainerize or your trainer, Yafee provides guidance on consumer rights and escalation pathways.
When Trainerize support does not respond
If you receive no response to your cancellation request within 7 days, send a second request marked "Second Notice: Cancellation Request" and reference your original request date. Allow a further 48 hours for a response. If support remains silent, escalate to your bank immediately and file a DTI complaint, as non-response to a cancellation request constitutes a breach of the Consumer Act of the Philippines.
When your trainer refuses to cancel
If your trainer refuses your cancellation request or claims you are locked into a contract, contact [email protected] directly and explain that your trainer is preventing cancellation. Trainerize's terms of service require that trainers honour cancellation requests. If your trainer continues charging after you formally request cancellation, escalate through your bank and the DTI; no trainer can legally lock you into a subscription contract under Philippine consumer law.
When your bank disputes are delayed
Bank dispute processes can take 30 days or longer in some cases. While your dispute is pending, contact the DTI to file a parallel complaint. The DTI's investigation may move faster and can mandate that Trainerize cease billing while the dispute is resolved. Yafee recommends that you file your DTI complaint within 14 days of the unauthorised charge to ensure timely investigation.
Contact information for Trainerize
Use these contact details when you cancel your subscription or escalate a billing dispute.
Trainerize support and billing
Email: [email protected]
Mailing address: Trainerize Inc., 1800 Blanshard Street, Victoria, British Columbia V8W 2H2, Canada
Jurisdiction: Trainerize operates as a Canadian business but accepts Philippine customers. Cancellations and disputes are governed by the Consumer Act of the Philippines (Republic Act No. 7394) when the customer is based in the Philippines.
Consumer protection contacts in the philippines
Department of Trade and Industry (DTI): File complaints at www.dti.gov.ph or contact your regional DTI office. The DTI investigates unauthorised charges and recurring billing disputes.
Your bank or payment provider: Contact your bank's dispute department if Trainerize continues charging after cancellation. Most banks process chargebacks within 30 days and will reverse unauthorised charges with proper documentation.
Summary and next steps
Cancelling your Trainerize subscription is straightforward when you follow the documented process: request cancellation in writing, obtain confirmation within 48 hours, verify the cancellation in your account, and monitor your bank statement to ensure no further charges appear. The Consumer Act of the Philippines protects your right to cancel without penalty, and the Department of Trade and Industry enforces this right if Trainerize or your trainer refuses to honour your request.
If you are ready to cancel, start by sending a written cancellation request to [email protected] or your trainer today. Retain a copy of your email and wait for written confirmation. If you encounter any resistance or if charges continue after cancellation, Yafee has helped thousands of consumers cancel subscriptions and dispute unauthorised charges by providing clear escalation pathways and consumer rights guidance. You can always contact the DTI or your bank to dispute charges applied after your documented cancellation date. Your consumer rights are protected by Philippine law, and prompt action ensures you reclaim control of your billing.