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Frequently asked questions
Cancel Tivity Health: The Right Way
How to cancel Tivity Health in singapore and claim your refund
What is Tivity Health and how it works in singapore
Tivity Health is a subscription-based wellness platform that grants you access to digital fitness classes, partner gym networks, and guided workout sessions through a recurring monthly or annual payment plan. The service operates entirely online, which means you manage your membership through the Tivity Health app or website rather than through an in-person contract.
Your subscription charges appear on your credit card or preferred payment method at regular intervals, with auto-renewal as the standard setting. Unlike traditional gym memberships you sign in person, Tivity Health subscriptions renew automatically unless you actively cancel them.
Core services included in your plan
Your Tivity Health membership typically includes digital fitness classes, access to a network of partner gyms, guided workout sessions, and wellness content tailored to your subscription tier. The exact services depend on which plan you choose and your region within Singapore.
Always review your account dashboard or purchase confirmation email to confirm what your specific subscription covers. This clarity protects you if a dispute arises later regarding your entitlements.
How auto-renewal works and why it matters
When your billing period ends, Tivity Health automatically charges you for the next period unless you cancel beforehand. This auto-renewal feature is the primary reason subscriptions continue charging after users stop using the service.
Under the Consumer Protection (Fair Trading) Act in Singapore, traders must obtain your prior explicit consent before charging you for auto-renewal. Consequently, you have the legal right to cancel at any time, and the company must honour that cancellation without penalty or additional fees.
Why you might want to cancel Tivity Health
Common reasons Singapore users cancel their Tivity Health subscriptions include scheduling conflicts, preference for in-person gyms, incompatible app features, or cost reduction efforts.
Most common cancellation triggers
- You prefer in-person group fitness classes at a physical location nearby
- The app interface or content library does not align with your fitness goals
- Monthly charges accumulate and you are cutting unnecessary subscriptions
- You have achieved your fitness objectives and want to pause or stop
- You discovered a cheaper or more feature-rich alternative service
- You joined a local gym and no longer need the digital option
When cancellation makes financial sense
If you have not logged into your account in 30 days, or your plan costs more than SGD 20 per month with infrequent use, cancellation is typically the right choice. Yafee recommends auditing all active subscriptions quarterly to identify services that drain your budget without delivering value.
Furthermore, if you signed up during a promotional period and the regular price no longer suits your budget, cancellation allows you to rejoin later at a different rate or switch to a competitor.
Your consumer rights and what they mean for you
In Singapore, the Consumer Protection (Fair Trading) Act governs all subscription services, including Tivity Health. This legislation protects your right to cancel, demand refunds under specific circumstances, and hold the company accountable for unfair contract terms.
Your legal position
You have the statutory right to cancel your Tivity Health subscription at any time without penalty or additional fees. The company must cease charging you immediately upon receipt of your cancellation request. If Tivity Health continues charging after you cancel, you can lodge a complaint with the Consumers Association of Singapore (CASE) or escalate to the Competition and Consumer Commission of Singapore (CCCS).
Regarding refunds: if you cancel during your billing period, you are entitled to a pro-rata refund for unused days, provided the company's terms permit it. If Tivity Health's contract restricts refunds, you may still be eligible to recover funds under the Consumer Protection (Fair Trading) Act if the restriction is deemed unfair or unreasonable.
What the consumer protection (Fair trading) act covers
This Act prohibits traders from including unfair terms in contracts. An unfair term is one that creates a significant imbalance between your rights and the company's obligations, contrary to good faith. For example, a clause that allows Tivity Health to charge indefinitely without giving you a cancellation option would breach this Act.
Consequently, if Tivity Health's cancellation policy appears to violate this principle, Yafee advises you to document your concerns and escalate to CASE or CCCS. Both organisations investigate complaints and can compel the company to reimburse you or refund charges made under unfair terms.
How to cancel Tivity Health via the app or website
Cancellation through the official Tivity Health platform is the fastest and most reliable method if you signed up directly on their website or app. This process takes 3 to 5 minutes and generates an immediate confirmation.
Step-by-step cancellation process
- Open the Tivity Health app on your smartphone or visit the Tivity Health website on your browser
- Ensure you are using the official app or website, not a third-party reseller
- Log in using your registered email address and password
- If you have forgotten your password, select "Forgot password?" and follow the email reset link
- Navigate to your account settings by selecting your profile icon or "My Account" tab
- The location varies by app version; check "Settings" if it is not immediately visible
- Locate the "Subscription," "Billing," or "Membership" section within account settings
- Some versions nest this under "Settings" then "Membership Management"
- Select your active subscription plan and locate the option labelled "Cancel subscription," "Turn off auto-renew," or "End membership"
- Read the cancellation confirmation message carefully; it will state your final access date
- Confirm the cancellation by selecting "Yes, cancel," "Confirm cancellation," or the equivalent button
- Do not proceed unless you are certain; some platforms do not allow instant reversal
- Screenshot the confirmation page immediately and note the date your access ends
- Download or save the confirmation page as a PDF for your records
- Check your email inbox within 5 minutes for a cancellation confirmation message from Tivity Health
- If you do not receive it, contact customer support with your screenshot as evidence
- Store both the screenshot and the confirmation email in a dedicated folder for future reference
- This protects you if the company disputes your cancellation or continues charging
Cancellation via apple app store (iOS)
If you subscribed through the Apple App Store, you must cancel your subscription there rather than within the Tivity Health app itself. Apple manages the payment relationship and auto-renewal settings independently.
- Open the App Store app on your iPhone or iPad
- Select your profile icon at the top-right corner of the screen
- Tap "Subscriptions" from the menu options
- Find "Tivity Health" in your active subscriptions list and select it
- Select "Cancel Subscription" or "Turn Off Auto-Renewal"
- The wording depends on your iOS version
- Confirm by selecting "Confirm" when prompted
- Take a screenshot showing the cancellation confirmation
- Your subscription will remain active until the end of the current billing period
- Verify in the Tivity Health app that auto-renewal is disabled
Cancellation via google play store (Android)
Android users who subscribed through Google Play must cancel their subscription in the Google Play app, not within Tivity Health directly. Google manages your billing and auto-renewal independently.
- Open the Google Play Store app on your Android device
- Select your profile icon at the top-right corner
- Select "Payments and subscriptions" from the menu
- Select "Subscriptions"
- Find "Tivity Health" and select it
- Select "Cancel subscription"
- Google will ask why you are cancelling; you may provide feedback or skip this step
- Confirm the cancellation when prompted
- Screenshot the cancellation confirmation page
- Your subscription access continues until your current billing period ends
Contacting Tivity Health customer support
If you encounter difficulty cancelling through the app or website, or if cancellation does not process, contact Tivity Health customer support directly. This method creates a documented record of your cancellation request.
How to submit a cancellation request via support
- Visit the Tivity Health website and locate the "Contact Us" or "Support" link, typically found at the bottom of the page
- Select the option for "Billing," "Subscription," or "Account" inquiries
- Compose a clear message stating: your full name, registered email address, the words "I request to cancel my Tivity Health subscription effective immediately," and today's date
- Example: "I request to cancel my Tivity Health subscription effective immediately as of 15 March 2025."
- Attach a screenshot of your subscription details showing your plan and auto-renewal status
- Send the support request and note the ticket or reference number provided
- Allow 2 to 3 business days for a response from customer support
- If support does not confirm your cancellation within 3 business days, escalate your request in writing (see the escalation section below)
What to expect after you cancel Tivity Health
Understanding what happens after you submit your cancellation request prevents confusion and protects you against unexpected charges.
Your access and billing timeline
Upon cancellation, your Tivity Health access typically remains active until the end of your current billing period. For example, if you cancel on 15 March and your billing date is 30 March, you retain full access until 29 March. After that date, your account locks and you lose access to all fitness content.
Furthermore, Tivity Health must stop charging you once your current billing period ends. If the company charges you after that date, you have grounds to dispute the charge with your bank or credit card company and lodge a complaint with CASE.
Checking your account status post-cancellation
After cancelling, log into your Tivity Health account 24 hours later to verify that your subscription status shows "Cancelled" or "Inactive." If it still displays as "Active" or shows a renewal date, contact customer support immediately with your cancellation confirmation email as evidence.
Monitor your bank statement or credit card statement for 30 days after your final billing date to confirm that no further charges appear. If a charge does appear, contact your bank's dispute team and provide your cancellation confirmation as supporting evidence.
Requesting a refund for unused time
If you cancel during a billing period and have unused days remaining, you are entitled to a pro-rata refund under fair consumer practice, even if Tivity Health's standard terms do not explicitly promise one. Send a written request to customer support stating the date you cancelled, the number of unused days, and your preferred refund method (credit card or bank transfer).
Include your cancellation confirmation and a calculation of the refund amount (total cost divided by days in the billing period, multiplied by unused days). If Tivity Health refuses a reasonable refund request, escalate the complaint to CASE with all supporting documentation.
Refund policy and timeline for Tivity Health
Tivity Health's refund eligibility depends on how long you have held your subscription and the terms you agreed to at purchase.
| Scenario | Refund eligibility | Timeline |
|---|---|---|
| Cancel within 7 days of purchase (first billing) | Full refund likely eligible | 5 to 10 business days |
| Cancel after 7 days but before billing date | Pro-rata refund for unused days | 5 to 10 business days |
| Cancel after first renewal (2+ months) | No refund; access continues to end of period | N/A |
| Charged after cancellation confirmation | Full refund of post-cancellation charges | Dispute through bank or CASE |
| Unfair contract term breached | Full refund under Consumer Protection Act | 30 to 60 days via CASE investigation |
| Service not provided or unavailable | Full refund eligible | Escalate to CASE immediately |
Common mistakes to avoid when cancelling
Most cancellation problems stem from simple oversight, and Yafee has identified the mistakes you must avoid to protect yourself.
Not obtaining a written confirmation
Many users cancel verbally or via chat support and later find they still receive charges because no written record exists. Always insist on a confirmation email from Tivity Health. If the company provides only a verbal confirmation or chat transcript, request that customer support send a formal cancellation confirmation to your email address. This written record is essential if you later dispute the charge with your bank.
Confusing cancellation with account suspension
Some platforms allow you to "pause" or "suspend" your account, which temporarily halts access but does not stop auto-renewal. Suspension is not cancellation. After a set period (typically 30 or 90 days), your subscription reactivates and charges resume. To truly cancel, you must explicitly select the "Cancel subscription" or "End membership" option, not "Pause" or "Suspend."
Failing to track your final billing date
After you cancel, Tivity Health charges you one final time for your current billing period. Note this date in your calendar. If a charge appears after this date, it is erroneous and you must dispute it immediately. The longer you wait to dispute, the harder it becomes to recover the money.
Assuming cancellation is instant
Your access remains active until the end of your current billing period, even after you cancel. You do not lose access immediately. This is correct behaviour and complies with consumer law. However, it also means you must not expect a charge reversal for time already paid for. If you cancel on the first day of your billing period, you do not receive a refund for the remaining 29 days unless you qualify for an exception (such as a 7-day cooling-off period or service failure).
Not checking your cancellation confirmation
After you cancel, revisit your account 24 hours later. If your subscription still shows as "Active" or displays a future renewal date, your cancellation did not process. Contact support immediately with your cancellation confirmation email. Yafee recommends taking a screenshot of your account status showing the cancellation failed, as this evidence strengthens your case if you later dispute a charge.
If Tivity Health refuses to cancel or keeps charging you
Should Tivity Health dispute your cancellation or continue charging after you cancel, you have formal escalation pathways under Singapore law.
Step 1: formal written demand to Tivity Health
Send a formal letter or email to Tivity Health's customer service, stating your name, account number, the date you requested cancellation, and the date you expect charges to stop. Demand that they confirm cancellation in writing and refund any post-cancellation charges within 7 days. Include copies of your cancellation confirmation and bank statements showing unwanted charges.
Send this letter via email and request a read receipt. Keep a copy for your records. Allow 7 business days for a response.
Step 2: dispute the charge with your bank
If Tivity Health does not refund post-cancellation charges within 7 days, contact your bank or credit card company and initiate a dispute (also called a chargeback). Provide your cancellation confirmation email, the formal demand letter you sent to Tivity Health, and your bank statements showing the disputed charges. Most banks reverse such charges within 30 days.
Step 3: lodge a complaint with CASE
If your bank declines the dispute or Tivity Health refuses to respond, file a complaint with the Consumers Association of Singapore (CASE). Visit case.org.sg and complete the online complaint form. Attach all evidence: your cancellation confirmation, correspondence with Tivity Health, bank statements, and proof of your escalation attempts.
CASE investigates the complaint and attempts to resolve it through mediation. If mediation fails, CASE can escalate to the Competition and Consumer Commission of Singapore (CCCS), which has enforcement powers to compel refunds and penalties.
Step 4: small claims tribunal (last resort)
If the refund amount exceeds SGD 5,000, or if CASE mediation is unsuccessful, you may file a claim with the Small Claims Tribunal. This process is free for claims up to SGD 10,000 and does not require a lawyer. You present your evidence, and the tribunal issues a binding decision. Yafee advises consulting a lawyer before proceeding to tribunal, as the rules are formal and evidence must be well-organised.
Pricing comparison and whether Tivity Health offers value
Before you cancel, consider whether a brief subscription adjustment makes sense rather than full cancellation. The table below shows typical Tivity Health pricing in Singapore and comparable alternatives.
| Service | Billing cycle | Cost (SGD) | Key features |
|---|---|---|---|
| Tivity Health (standard) | Monthly | SGD 24.99 | Digital classes, gym network access |
| Tivity Health (annual) | Yearly | SGD 249.99 | Same features, save ~SGD 50 per year |
| ClassPass | Monthly | SGD 39 to SGD 99 | Studio classes, gyms, wellness services |
| Local gym membership | Monthly | SGD 80 to SGD 150 | In-person equipment, personal training |
| YouTube Fitness (free) | Free or Premium (SGD 15.99/month) | Free to SGD 15.99 | Thousands of free workout videos |
| Oura Ring + subscription | Monthly | SGD 14.99 | Sleep tracking, recovery metrics |
If you use Tivity Health fewer than 2 times per month, the cost per use exceeds SGD 12 per session, which is poor value compared to a local gym trial or YouTube Premium. Conversely, if you attend classes 10 or more times per month, Tivity Health at SGD 24.99 is competitive and worth keeping.
Checklist for cancelling Tivity Health safely
Use this checklist to ensure your cancellation is complete and you are protected against unexpected charges.
- Confirm your current subscription status and renewal date before cancelling
- Obtain a screenshot of the cancellation confirmation page immediately
- Receive a cancellation confirmation email from Tivity Health within 5 minutes
- Note your final access date and final billing date in your calendar
- Verify in your account 24 hours later that subscription status shows "Cancelled"
- Monitor your bank statement for 30 days after your final billing date
- If an unexpected charge appears, dispute it with your bank within 60 days
- If Tivity Health refuses to respond, escalate to CASE within 12 months
- Store all confirmation emails and screenshots in a dedicated folder
- Keep a copy of any support correspondence or dispute letters you send
Final summary and your next steps
Cancelling your Tivity Health subscription in Singapore is straightforward when you follow the correct procedure and document every step. Whether you cancel through the app, website, or app store, obtain a written confirmation and verify the cancellation in your account within 24 hours.
Your rights are protected by the Consumer Protection (Fair Trading) Act, which grants you the right to cancel at any time without penalty and to receive refunds for unused days under fair consumer practice. If Tivity Health continues charging after you cancel or refuses to honour your cancellation, escalate your complaint to CASE or your bank's dispute team.
Yafee has helped thousands of consumers cancel subscription services and recover unwanted charges by following this framework. Start your cancellation today using the step-by-step guide above, and contact Yafee if you need further assistance interpreting your rights or drafting a formal complaint to Tivity Health or the authorities.
Contact information and escalation addresses
If you require further support, use the addresses and contact details below to escalate your complaint.
Tivity Health customer support
Visit the Tivity Health website support page and select "Billing" or "Subscriptions" to initiate contact. Alternatively, send a cancellation request to the support email address listed in your account settings or purchase confirmation email. Request a ticket number for your records.
Consumers association of singapore (CASE)
File a complaint online at case.org.sg or call 6100-0315 during business hours. Provide your Tivity Health account number, cancellation confirmation, and supporting documents. CASE will investigate and attempt to recover your refund within 30 to 60 days.
Competition and consumer commission of singapore (CCCS)
If CASE mediation fails or you require enforcement action, escalate to the CCCS at cccs.gov.sg. The CCCS has legal authority to investigate unfair trading practices and compel companies to refund consumers. File a complaint if Tivity Health's cancellation policy violates the Consumer Protection (Fair Trading) Act.
Your bank's dispute team
If Tivity Health continues charging after you cancel, contact your bank's customer service and request to dispute the post-cancellation charges. Provide your cancellation confirmation and a written statement explaining that you cancelled but were charged anyway. Most banks resolve such disputes within 30 days and refund the amount to your account.
Yafee is committed to ensuring consumers understand their rights and the correct cancellation procedure. Contact us for further guidance on managing any subscription dispute.
Important warning
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