Refund from Gym After Injury or Relocation

Your rights

Under the Consumer Rights Act 2015, contract terms must be fair and transparent. Guidance from the Office of Fair Trading, now overseen by the Competition and Markets Authority (CMA), states that fair terms should allow members to cancel without penalty if they relocate, suffer redundancy, or have a medical condition preventing gym use. Terms preventing cancellation for long-term illness, injury, or relocation are likely to be unfair. You are generally entitled to a pro-rata refund for services you cannot reasonably use due to these unforeseen circumstances. Additionally, for contracts made online or by phone, you typically have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. If you used the service during this period, a fair amount for that use may be deducted from any refund.

Step by step

1. 1Review your gym membership contract carefully for clauses regarding cancellation due to injury, illness, relocation, or redundancy. Note any specific requirements, including notice periods.
2. 2Gather supporting evidence. This could be a doctor's note or medical certificate confirming your injury or long-term illness, proof of your new address like a utility bill or tenancy agreement, or a redundancy letter. Some gyms, like Nuffield Health, specify reasons such as moving more than 5 miles from a centre or serious injury.
3. 3Contact the gym in writing, clearly stating your reason for cancellation and requesting a pro-rata refund. Many gyms, such as Nuffield Health, require written notice, often by email or a specific form. Attach your evidence and refer to the unfair terms guidance from the Office of Fair Trading and CMA. Be aware that a calendar month's notice may be required for cancellation.
4. 4If the gym refuses or offers an unsatisfactory solution, escalate your complaint. You can contact Citizens Advice for further guidance or consider taking your case to an Alternative Dispute Resolution (ADR) scheme if the gym is a member of one.
5. 5If all other avenues fail, you may consider making a county court claim for the money owed. The Parliamentary and Health Service Ombudsman does not handle disputes with private gyms.

What they'll say, and your comeback

What actually happens

In practice, most gyms will process a pro-rata refund if you provide clear evidence of a qualifying reason like serious injury, long-term illness, or relocation. Many contracts, such as Nuffield Health's, explicitly allow early cancellation for these reasons, often requiring proof like a doctor's note or new address. A calendar month's notice period is frequently applied, meaning your refund will be calculated from one month after your notification. The initial written contact with supporting documents is often enough to secure your money back. If the gym resists, escalating to Citizens Advice or an Alternative Dispute Resolution scheme can be effective. While the amounts recovered are usually for the unused portion of the membership, these can range from tens to hundreds of pounds depending on the contract length and monthly fee. If all else fails, a county court claim is the final route, as the Parliamentary and Health Service Ombudsman does not handle private gym disputes.

FAQ

More money you might be owed

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