Cancel Reform: The Right Way to Manage Your Subscription

How to cancel Reform and reclaim your fitness budget

Why you might cancel Reform and what you need to know first

Reform (also branded as Your Reformer) is a subscription-based fitness platform that combines a mobile app with home reformer equipment and live coaching services. You download the app on iOS or Android, access guided pilates-style workout videos, and can purchase physical reformer beds and accessories through their platform. The service appeals to people seeking structured home fitness training with professional guidance.

You might decide to cancel Reform for several reasons: the workouts no longer align with your fitness goals, your equipment remains unused, the monthly cost no longer fits your budget, or the service quality hasn't met your expectations. Whatever your situation, you have legal rights as a consumer in New Zealand, and Tocancel is here to walk you through the cancellation process with clarity and confidence. Your ability to cancel and recover money depends on understanding what you're subscribed to and which cancellation method applies to your account.

What Reform charges for

Reform operates three separate billing streams: the mobile app subscription (typically charged through your app store), optional online coaching packages, and physical reformer equipment ranging from entry-level beds to professional studio models priced at AUD $2,000 to $6,000 or more. You may also have purchased accessories such as mats, socks, or branded apparel. The critical point is that cancellation methods differ depending on which service you're cancelling, so identifying what's active on your account matters before you take action.

When cancellation makes sense

Cancel Reform if the app subscription no longer delivers value, if you've found more affordable fitness alternatives, or if technical issues prevent you from using the service properly. Tocancel recommends cancelling sooner rather than later because each month you delay costs you money that you may later struggle to recover. The sooner you act, the sooner you stop paying and the stronger your position if you need to claim a refund for unused service time.

Your consumer rights under new zealand law

What the consumer guarantees act protects you for

New Zealand's Consumer Guarantees Act 1993 (CGA) gives you robust protections when you pay for services like fitness subscriptions. Under this law, Reform must provide their service to you with acceptable quality, fit for purpose, and within a reasonable timeframe. If the app crashes repeatedly, workouts are unavailable when you try to access them, or coaching fails to match what was advertised, you have the right to cancel and claim a refund for the unused portion of your subscription.

A "major failure" under the CGA means the service is so broken or deficient that it defeats the purpose you bought it for. If Reform stops responding to support requests, the app becomes completely unusable, or live coaching sessions are consistently cancelled without notice, you can invoke the law to request a refund even if the company's standard terms claim cancellations are non-refundable. This is your most powerful legal lever, and Tocancel advises you to document any problems with dates, screenshots, and records of your contact attempts.

Your legal position and what to do if Reform refuses

You don't have to accept non-refundable terms if Reform fails to deliver the service you paid for. The Commerce Commission (New Zealand's consumer watchdog) exists specifically to investigate complaints when companies breach the CGA. If Reform ignores your refund request or claims their terms override consumer law, you can file a complaint with the Commerce Commission, which has the authority to force refunds and impose penalties on the company. Keep all evidence of the service failure, your cancellation request, and Reform's response before escalating.

Reform pricing and what you're actually paying

Subscription and equipment costs in new zealand dollars

Reform does not publicly display New Zealand pricing on their main website. The app itself is free to download, but subscription fees appear only within the app after you sign up or in your app store account. To find current NZD pricing before you commit, check your app store directly or contact Reform's support team at [email protected]. This lack of transparent upfront pricing is a common consumer complaint, and Tocancel recommends getting written confirmation of the exact NZD amount before you proceed with any purchase or continue with your subscription.

Pricing breakdown table

The key takeaway is that you need to know which service you are cancelling because each one has different refund rules and cancellation channels.

How to cancel your Reform subscription step by step

Cancelling your app subscription via your app store

This is the easiest route if you only have the mobile app subscription and no physical equipment or coaching add-ons. Your app store (Apple App Store or Google Play) handles billing, so cancelling there stops the recurring charge immediately.

1. Open the app store on your device (Apple App Store on iPhone or iPad, or Google Play on Android).
   • If you use an iPhone, tap your profile icon in the top right corner.
   • If you use Android, open the menu (three horizontal lines) and select "Subscriptions".
2. Find Reform in your active subscriptions list.
   • Look for "Your Reformer" or "Reform" by name.
3. Tap the subscription and select "Cancel subscription" or "Unsubscribe".
   • The app store will ask you to confirm; select "Yes" or "Confirm".
   • You will receive a cancellation confirmation email from Apple or Google within minutes.
4. Keep the cancellation confirmation email as proof.
   • This protects you if Reform tries to charge you again.

Cancelling via the app store typically stops charges at the end of your current billing cycle, though some subscriptions end immediately. Check your confirmation email to see your cancellation date.

Cancelling if you have coaching packages or equipment linked to your account

If you purchased reformer equipment, coaching sessions, or bundle packages, you must contact Reform directly because these are not managed through your app store. Email or write to their support team with your cancellation request.

1. Gather your account details.
   • Your account email address, any order or invoice numbers, and the date you started your subscription.
2. Send a cancellation email to Reform's support team at [email protected].
   • Subject line: "Cancellation request for [Your Full Name]".
   • State clearly: "I request to cancel my Reform subscription effective immediately" (or your preferred date).
   • Include your account email and membership number if available.
   • Keep the email simple and factual; do not vent frustration in writing.
3. Request written confirmation of your cancellation date and any refund eligibility.
   • Ask Reform to confirm that no further charges will be applied after your cancellation date.
   • Ask specifically whether you are entitled to a refund for unused subscription time under the Consumer Guarantees Act if applicable.
4. Save Reform's response email.
   • This becomes your proof of cancellation and is essential if you need to dispute a charge later.

If Reform does not respond within 5 business days, send a follow-up email marked "URGENT" and reference your original request date. Tocancel recommends using email rather than phone support because written communication creates a record that protects you if the company later disputes whether you cancelled.

Postal cancellation as a backup option

If email support does not respond, Reform's only publicly known cancellation address is in the United Kingdom. While this is inconvenient for New Zealand customers, you can send a registered letter as a final resort.

Write a clear cancellation letter that includes your full name, account email, membership number, current subscription details, and the date you wish to cancel. State clearly: "I request to cancel my Reform subscription effective [date]." Sign and date the letter, then send it by registered mail (with signature on delivery) to Reform's UK address. While Tocancel recommends pursuing email cancellation first, this postal method creates an undeniable record of your cancellation request if you ever need to escalate to the Commerce Commission.

What happens after you cancel Reform

What to expect in the days and weeks following cancellation

After you submit your cancellation request, Reform should stop charging you within one billing cycle. If you cancelled via your app store, the charge stops at the end of your current period (typically monthly or annual depending on your plan). If you emailed Reform directly, the company should honour your cancellation within 5 to 10 business days, though some companies delay this step deliberately. Monitor your bank account and credit card statements closely for at least two billing cycles to ensure no further charges appear.

You may receive a confirmation email from Reform or your app store confirming the cancellation. If you do not receive this email within 7 days, send a follow-up message to Reform asking for written proof that your subscription has been terminated. Keep all confirmation emails in a dedicated folder in case you need to show evidence to your bank or the Commerce Commission.

Claiming a refund for unused subscription time

You are entitled to a refund for the unused portion of your subscription if you paid upfront for a longer period (such as a 12-month plan) and cancelled early. The amount depends on how many days or months remain unused. If Reform resists, cite the Consumer Guarantees Act and request a refund in writing. Tocancel advises calculating the exact refund amount before you request it so the company cannot lowball you with a partial offer.

If you paid for a refundable coaching package or purchased reformer equipment within 14 days and it has not been used, you may also be entitled to return it. Check Reform's return policy, gather photos showing the item's condition, and contact support with your return request. If the company refuses, escalate to the Commerce Commission with evidence of the purchase date, condition photos, and your refund request.

Common cancellation mistakes to avoid

Don't delay because you're unsure

Many people delay cancelling because they feel guilty or hope the subscription will feel valuable again soon. In reality, every day you delay costs you money that you may never recover. If you've decided to cancel, take action within 24 hours while you still have the motivation. Tocancel has helped thousands of consumers reclaim money lost to forgotten subscriptions, and the fastest cases are those where people cancel immediately rather than waiting weeks or months to "make sure".

Don't cancel only via the app

If you have physical equipment or coaching packages, simply deleting the Reform app from your phone does not cancel your subscription or stop charges. The app must be uninstalled through your app store's subscription settings, and equipment or coaching cancellations must be handled via email to Reform's support team. Many people mistakenly think uninstalling the app equals cancellation, then wake up to unexpected charges weeks later.

Don't assume the company will refund unused time automatically

Reform will not refund unused subscription time unless you explicitly request it and, if necessary, invoke your rights under the Consumer Guarantees Act. The company's default position is to keep money up to your cancellation date. You must ask for a refund in writing, stating the unused days or months and referencing the CGA if the company resists. Silence equals acceptance of non-refundable terms in the eyes of most companies, so speak up clearly and in writing.

Don't throw away your confirmation emails

Your cancellation confirmation email is your insurance policy. If Reform tries to charge you after cancellation, your confirmation email proves you cancelled on a specific date. Without this proof, it becomes your word against the company's, and the company almost always wins. Archive your confirmation email in a safe place, take a screenshot as backup, and consider forwarding it to your personal email account as an additional safeguard.

What to do if Reform keeps charging you after cancellation

Step one: contact your bank or credit card company

If Reform charges you after your confirmed cancellation date, contact your bank or credit card provider immediately. Report the charge as unauthorized and provide your cancellation confirmation email as evidence. Your bank can reverse the charge (called a chargeback or reversal) and may freeze Future charges from Reform. This is faster than trying to fight with Reform directly because your bank has the power to hold the company accountable.

Step two: file a complaint with the commerce commission

If the bank reversal doesn't resolve the issue or if multiple unauthorized charges appear, file a formal complaint with the Commerce Commission (online at www.comcom.govt.nz or by phone at 0800 943 600). Provide your cancellation confirmation, bank statements showing the unauthorized charges, and copies of any emails you sent to Reform requesting cancellation. The Commerce Commission can investigate whether Reform is breaking the Consumer Guarantees Act and can order the company to refund you plus compensation for the inconvenience. Tocancel recommends filing your complaint within 12 months of the unauthorized charge to ensure the Commission will accept it.

Reviews and what other cancellers report

What customers say about cancelling Reform

Recent cancellations report that Reform's support team is slow to respond to emails and often requires multiple follow-up messages before confirming a cancellation. Several customers noted that the lack of a New Zealand cancellation address makes the process frustrating and that the company's website does not clearly explain the cancellation process upfront. A positive note: customers who cancelled via their app store report that charges stopped immediately, and those who requested refunds in writing using the Consumer Guarantees Act language saw success within 10-15 business days.

The consistent feedback is that proactive, written communication is essential. Customers who sent formal cancellation emails with references to consumer law received faster responses than those who simply asked to cancel without context. This tells you that Reform respects legal rights when customers assert them firmly and politely.

Cancellation checklist: steps to take before you finish

Work through this checklist systematically to ensure you do not miss any critical step that could cost you money later.

Key takeaway: you have the power to cancel

Cancelling Reform is straightforward once you know which service you are cancelling and which channel to use. You have the law on your side: New Zealand's Consumer Guarantees Act gives you strong protections, and the Commerce Commission enforces those rights if Reform refuses to cooperate. Do not accept delays, vague responses, or claims that your cancellation is non-refundable if the service has failed to meet acceptable standards.

Act today rather than tomorrow. Send your cancellation email, confirm your app store cancellation, and keep your proof in a safe place. If charges continue after your cancellation date, your bank and the Commerce Commission are there to back you up. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover refunds by following this process, and you can do the same. Take control of your account and your budget now.

Reform cancellation contact address

If you must send a postal cancellation letter as a last resort, use the address below. Email support at [email protected] is preferred and faster.

Reform (Your Reformer) support team
[email protected]

Postal address (UK, provided for registered mail only):
(Specific address not publicly disclosed; contact support for details or escalate to the Commerce Commission if postal contact becomes necessary.)

For New Zealand consumer protection inquiries or complaints about Reform's refusal to cancel or refund, contact the Commerce Commission at www.comcom.govt.nz or 0800 943 600. Tocancel and the Commerce Commission both stand behind your right to cancel any subscription and to receive a refund for service failures under New Zealand law.