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 New Zealand, 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 straightforward to manage your membership from day to day. However, if your circumstances have changed, you've found better value elsewhere, or you're simply not using your membership regularly, you have clear legal rights to cancel without penalty.

Understanding your cancellation rights under New Zealand consumer law will help you avoid paying for unused months and recover any fees you're lawfully entitled to claim back. Tocancel is here to guide you through every step of the process with clarity and confidence.

Understanding Places Leisure membership tiers

Places Leisure offers three main membership levels. Gold provides full access to all centre locations, Silver grants access to Silver and Bronze centres, and Bronze covers Bronze centres only. You may also encounter limited-time promotional offers such as discounted entry rates. Each tier comes with a minimum contract term, and knowing which tier you hold will directly affect how you cancel and what refund you can claim.

Common reasons to cancel

Your reasons for cancelling are your own. Whether you've moved house, changed your work schedule, joined another gym, faced financial hardship, or simply aren't getting value from your membership, you have the right to walk away. Tocancel supports members who want to take control of their spending and exit memberships that no longer serve them.

Your consumer rights under new zealand law

Your protections as a consumer are stronger than many people realise, and you deserve to know exactly what they are. Under the Consumer Guarantees Act 1993, you have the right to cancel a membership within 14 days of purchase for any reason and receive a full refund, including any joining or initiation fee.

The 14-day cooling-off period

This is your strongest legal protection. If you joined within the last 14 days, you can cancel in writing and receive a full refund of your membership fees and joining fee within approximately 10 working days. The 14-day clock starts from the date you became a member, not the date you first used the facilities. This right applies to all membership tiers and promotional offers without exception.

Your legal position: you have an automatic right to full refund if you cancel within 14 days, and the gym cannot charge you any penalty or retention fee.

Rights after the cooling-off period

Once the 14-day period has passed, your position changes. You can still cancel, but you must provide at least 15 days' notice before your next Direct Debit payment is due. Your membership will remain active until that payment date arrives, and no refund is issued for the period you've already paid. If you believe Places Leisure has breached the Consumer Guarantees Act or engaged in misleading conduct about their terms, you can escalate your complaint to the Commerce Commission (comcom.govt.nz) if the company refuses to cooperate or respond to your cancellation request.

How to cancel your Places Leisure membership

You have multiple pathways to cancel your membership, and Tocancel recommends choosing the method that leaves you with the clearest written proof for your records.

Cancellation methods available to you

Each method works, but cancelling in writing through the app or email creates an audit trail that protects you if a dispute arises later. Always retain confirmation screenshots or emails as evidence.

1. Cancel via the member area online
   • Log in to your Places Leisure account on their website using your email and password
   • Navigate to "My Memberships" or "Account Settings" in the menu
   • Select the membership you wish to cancel and click "Cancel Membership"
   • Follow the on-screen prompts to confirm your cancellation request
   • You will receive an email confirmation within minutes; save this for your records
2. Cancel via the Places Leisure mobile app
   • Open the app and log into your account with your credentials
   • Tap "My Memberships" or the equivalent account option in the menu
   • Select the membership you want to cancel
   • Choose "Cancel Membership" and confirm your decision when prompted
   • Take a screenshot of the confirmation screen as backup evidence
3. Cancel by email to customer support
   • Write a clear cancellation email stating your full name, membership number and the date you wish to cancel
   • Send your request to the email address listed on your membership statement or invoice
   • Request email confirmation of your cancellation in the message body
   • Save both your sent email and their reply as proof of your cancellation date
   • If you don't receive a reply within 3 working days, follow up with a second email or escalate to Tocancel for support
4. Cancel by phone to the helpline
   • Call the Places Leisure customer support number listed on your membership card or invoice
   • Have your membership number and full name ready when you call
   • Ask the representative to confirm your cancellation date and when your final payment will be taken
   • Request an email confirmation of your cancellation immediately after the call
   • Write down the name of the person you spoke to and the time of your call for your records
5. Cancel by post to the UK head office
   • Write a cancellation letter including your full name, membership number, date of birth and reason for cancellation
   • State the date you wish your membership to end (at least 15 days from the date you send it)
   • Send your letter by registered post to ensure proof of delivery
   • Keep your proof of postage receipt and a copy of your letter
   • This method takes longer to process, so use email or phone for faster cancellation

Which cancellation method is fastest and safest?

Cancelling via the member area or mobile app is the fastest method, as you receive instant email confirmation. However, if you encounter technical issues or the cancellation option isn't visible in your account, Tocancel recommends cancelling by email. Email creates a paper trail and allows you to set your preferred cancellation date clearly. Avoid phone-only cancellation if possible, as it leaves no written record unless the gym sends confirmation afterwards.

Understanding your refund and what happens next

Knowing what to expect after you cancel helps you stay in control of your finances and spot any unauthorised charges.

What refunds you are entitled to

Within the first 14 days of joining, you are entitled to a full refund of all fees, including your membership cost and any joining fee. After 14 days, you receive no refund for the period you've already paid. However, if you cancel with 15 days' notice before your next Direct Debit date, your final payment will not be taken, saving you money on the last month.

Timeline for receiving your refund

If you cancel within 14 days and are entitled to a full refund, Places Leisure must process this within approximately 10 working days of receiving your cancellation request. Check your bank account frequently during this period. If you don't see the refund appear within 12 working days, contact the gym directly with your cancellation confirmation email and ask for an update. Tocancel recommends taking a screenshot of your bank statement once the refund clears, as proof for future reference.

What happens to your direct debit after cancellation

Once you cancel, your Direct Debit should be stopped automatically by Places Leisure. However, always verify this by logging into your online banking and checking your payment schedule. If you see another charge after your cancellation date has passed, contact Places Leisure immediately and request they reverse the unauthorised payment. You can also contact your bank to stop the Direct Debit manually if the gym fails to do so within 5 working days of your cancellation.

Pricing and membership costs at a glance

Understanding what you've been paying helps you assess whether cancellation is the right choice and what refund you might claim.

If you're on a promotional rate, your cancellation is especially important. Once the promotional period ends, your membership will automatically roll onto the standard monthly rate. Tocancel recommends setting a calendar reminder to cancel before the offer expires if you don't wish to continue at the higher rate.

Common mistakes to avoid when cancelling

Cancelling a gym membership can feel daunting, especially if you're worried about pushback or hidden fees. The good news is that you're protected by law, and avoiding these common traps will make the process smooth and final.

Mistake 1: assuming silence means cancellation

If you stop using the gym without formally cancelling, Places Leisure will continue taking monthly payments indefinitely. Many members believe that inactivity leads to automatic cancellation. It doesn't. You must submit a written cancellation request. Without proof of cancellation, you remain liable for fees. Always cancel in writing and retain confirmation.

Mistake 2: cancelling only by phone without email confirmation

Phone cancellations leave no paper trail. If Places Leisure claims they never received your request and takes another payment, you'll struggle to prove you cancelled. Always follow phone cancellation with an email confirmation request. Write to the gym within 24 hours of your call, saying "I cancelled my membership by phone on [date] with [representative's name]. Please confirm this in writing." Tocancel strongly recommends this backup step.

Mistake 3: cancelling too close to your payment date

If you cancel with fewer than 15 days' notice before your next Direct Debit, that payment will still be taken. You'll then need to request a refund, which takes time. Always cancel with at least 15 days' notice if you want to avoid the final charge. Check your membership statement to see when your next payment is due, then work backwards to calculate your safe cancellation date.

Mistake 4: not checking the 14-day cooling-off period eligibility

If you joined fewer than 14 days ago, you're entitled to a full refund. Don't settle for a partial refund or payment plan if you're within this window. Cancel immediately and claim your full entitlement. This is your consumer right, and Tocancel encourages you to use it.

Mistake 5: ignoring unauthorised charges after cancellation

If Places Leisure takes a payment after your cancellation date, don't ignore it. Contact the gym within 14 days of the charge and request reversal. If they refuse, escalate to your bank and ask them to reverse it as an unauthorised transaction. Your bank can help if the gym doesn't cooperate.

After cancellation: what to do next

Once you've submitted your cancellation, your responsibility doesn't end. Staying vigilant ensures you don't face surprise charges or disputes later.

Verification steps after cancelling

Within 3 working days of cancelling, you should receive email confirmation from Places Leisure. If you don't, follow up immediately. Log into your member account and check that the cancellation status shows as "pending" or "confirmed." Monitor your bank account closely for your next scheduled payment date and verify it doesn't go through. Set a reminder on your calendar for 5 days after your cancellation date to double-check your bank activity.

If Places Leisure refuses to cancel or ignores your request

You have legal recourse. First, send a formal letter or email stating your cancellation intention and the date it should take effect. Reference the Consumer Guarantees Act 1993 in your message. If the gym ignores this or claims a clause allows them to refuse cancellation, escalate your complaint to the Commerce Commission at comcom.govt.nz. The Commission can investigate whether Places Leisure is acting unlawfully and compel them to cancel your membership. Tocancel has helped thousands of consumers reach resolution through this process when gyms tried to lock them in.

Stopping unauthorised direct debits

If Places Leisure takes a payment after your cancellation date and refuses to refund it, you can instruct your bank to block any future payments from the gym. Contact your bank's customer service and tell them you've cancelled your gym membership and wish to prevent all future Direct Debits from Places Leisure. Your bank can stop the payments immediately while your dispute is investigated.

When to escalate your cancellation to the authorities

In most cases, cancelling directly with Places Leisure works smoothly. However, some members face resistance or unfair treatment. Knowing when to escalate protects your rights.

Your legal position if Places Leisure breaches the law

If Places Leisure breaches the Consumer Guarantees Act 1993, engages in misleading conduct about cancellation terms, or unlawfully continues charging you after cancellation, you have the right to lodge a formal complaint with the Commerce Commission (comcom.govt.nz). The Commission is the Government agency responsible for enforcing consumer law in New Zealand. They can investigate, force the gym to refund you, and impose penalties on the company if wrongdoing is found.

Steps to lodge a complaint

Gather all your evidence: cancellation confirmation emails, screenshots of your account showing cancellation status, bank statements showing unauthorised charges, and copies of any correspondence with the gym. Visit comcom.govt.nz and use their online complaint form. Be clear and factual about what happened, when it happened, and what outcome you're seeking. The Commerce Commission will contact Places Leisure and investigate. Tocancel recommends keeping copies of everything you submit.

Checklist: your cancellation action plan

Use this checklist to ensure you've completed every step correctly and left nothing to chance.

1. Check your joining date: Are you within 14 days? If yes, you qualify for a full refund.
2. Choose your cancellation method: Online portal, app, email, phone, or post (in priority order).
3. Gather your membership details: Full name, membership number, date of birth.
4. Calculate your cancellation date: At least 15 days before your next payment if you're past 14 days.
5. Submit your cancellation request: Use your chosen method and keep proof of submission.
6. Request written confirmation: If you cancel by phone, follow up with an email requesting confirmation.
7. Save all confirmation emails and screenshots: Store these securely for at least 12 months.
8. Monitor your bank account: Check your next payment date and verify no charge appears.
9. Verify refund receipt: If entitled to a refund within 14 days, confirm it appears within 12 working days.
10. Block future Direct Debits: If the gym takes another payment after cancellation, contact your bank to block them.
11. Escalate if necessary: File a complaint with the Commerce Commission if the gym refuses to cancel or refund you.

Contacting Places Leisure for cancellation

To cancel your membership, contact Places Leisure using the method that works best for you. If you're cancelling by post, send your letter to the head office address below. Allow 10-15 working days for postal cancellations to process.

Places Leisure head office (UK):

Places for People Leisure Management Ltd
Registered Office Address
(Contact your local centre or check your membership statement for your specific centre's contact details)

For the fastest response, cancel via your member account online or by emailing your local centre's customer support address. Phone cancellation is also available through the helpline number on your membership card. Tocancel recommends email or online cancellation for immediate confirmation.

Summary: take control of your membership today

Cancelling your Places Leisure membership is straightforward when you understand your consumer rights and take action confidently. Whether you're within the 14-day cooling-off period and entitled to a full refund, or you're beyond it and simply need to stop future payments, you have clear legal protections under the Consumer Guarantees Act 1993. Use the method that works best for you-online, app, email, phone, or post-and always retain written proof of your cancellation request.

If Places Leisure ignores your request or refuses to cancel, escalate to the Commerce Commission (comcom.govt.nz) and they will investigate on your behalf. Don't accept unlawful charges or delays. Tocancel has helped thousands of consumers cancel gym memberships and recover unauthorised payments. Submit your cancellation request today, monitor your bank account, and claim your refund if you're entitled to one. You're in control here, and the law is on your side.