1. Stopping renewal
Cancelling a recurring membership stops later charges. It can be scheduled through the member profile using a digital route comparable to joining, or by writing to reception. The profile displays the end date and access continues until then. Withdrawing that request before the date keeps renewal active.
Non-recurring passes do not need cancellation: they end with their period or credits. Cancellation does not delete the account, erase legally retained records or automatically create withdrawal or a current-period refund.
2. Refund or correction cases
This policy neither promises a universal discretionary refund nor excludes statutory remedies. Decisions consider the contract, verifiable use, cause, service available and applicable law. Internal or provider fees are not passed on where the law does not permit it.
- valid withdrawal and the amounts due under law;
- duplicate, incorrect or unauthorised charge;
- confirmed payment without activation due to Momentum error;
- service not supplied, material closure or reduction without a reasonable alternative;
- contract breach, statutory remedy or express resolution agreement.
3. Request and response
Write to reception@momentumgym.org with the account email, product, order, date, amount and explanation. A redacted receipt can be attached without full card or third-party data. Momentum acknowledges, preserves relevant evidence, prevents later disputed charges where appropriate and gives a reasoned response.
Approved refunds normally return to the original method. Timing depends on the applicable right and provider; withdrawal has its specific statutory deadline. Official complaint forms and consumer bodies remain available if the outcome is unsatisfactory.
4. Separate controls
Stopping renewal, freezing or suspending access, seeking a refund, withdrawing marketing and deleting an account are separate actions. The site labels them separately so a member does not lose rights or data by mistake.
An erasure request does not immediately remove orders, payments, acceptances or complaints that must be legally restricted. The Data Rights page explains the process.