Canceling a gym membership can feel overwhelming, especially with the fine print and potential costs involved. For Virgin Active members in South Africa, the process is governed by the Consumer Protection Act (CPA), which allows you to cancel fixed-term contracts by providing 20 business days’ written notice.
However, you might face a cancellation fee if you’re still within your contract term, often reported to be around 30% to 40% of the remaining balance, though this can vary based on your specific agreement.
This guide will walk you through the steps to cancel, explain what fees you might encounter, and explore the option to freeze your membership instead, which could be a better choice if you plan to return later.
How To Cancel Your Membership
If you’re looking to end your Virgin Active membership, the process is straightforward but requires attention to detail.
You need to give at least 20 business days’ written notice, which you can submit through the Virgin Active app, website, by emailing [email protected], or by visiting your local club.
If you’ve just joined, you have a 5-business-day cooling-off period where you can cancel without any fees, provided you return any promotional items, like gym bags, you received when signing up. After this period, cancelling during your contract term usually incurs a fee, which I’ll cover next.
| Step | Details |
|---|---|
| Written Notice | 20 business days required via app, email, or in person |
| Cooling-Off Period | 5 business days from sign-up, full refund if promotional items returned |
| Post-Cooling-Off Cancellation | Cancellation fee applies, based on contract terms |
| Contact Methods | Phone: 0860 200 911 Email: [email protected] In-person at the club |
If you’re cancelling your membership due to pricing, here’s the deal: you can avail up to a 75% discount on your memberships.
Understanding Cancellation Fees
Cancellation fees can be a sticking point. If you cancel after the cooling-off period but before your contract term ends (typically 12 or 24 months), you’ll likely face a fee.
This is around 30% to 40% of the remaining contract value. For example, if you have six months left at R1000 per month, a 40% fee could be R2400. However, the exact amount depends on your specific contract, so it’s wise to review it or call Virgin Active at 0860 200 911 to confirm.
Freezing Instead of Cancelling
If you’re not ready to say goodbye to Virgin Active but need a break, freezing your membership might be a better choice.
You can pause your membership for 1 to 6 months within a 12-month period, typically for medical or travel reasons. This can be done via the app, online, or in person, but there’s a monthly admin fee, the amount of which isn’t publicly listed; you’ll need to check with your club.
Read the freezing guidelines for Ramadan 2025 here.
| Aspect | Details |
|---|---|
| Duration | 1–6 months per 12-month cycle |
| Eligible Reasons | Medical or travel reasons |
| Process | Via app, online, or in person |
| Fees | Monthly admin fee (amount varies, confirm with club) |
| Contract Impact | Commitment period extended by freeze duration |
| Restrictions | Not available if in arrears or for certain membership types |
Be aware that freezing extends your contract by the duration of the pause, so if you freeze for three months, your contract end date pushes out by three months.
Why Choose One Over the Other?
Freezing is great if you plan to return to the gym and want to avoid a hefty cancellation fee, though you’ll still pay a small monthly fee during the freeze.
Cancelling is better if you’re certain you won’t return, but you’ll need to settle any cancellation fees and outstanding dues. It’s a personal choice based on your plans and budget.
| Option | Pros | Cons |
|---|---|---|
| Freezing | Retains membership, avoids cancellation fee, good for short-term breaks | Monthly fee, extends contract, limited eligibility |
| Cancelling | Ends all obligations, no further payments after fees | Cancellation fee, rejoining costs if you return |
To make the process smoother, double-check your contract for specific terms, submit your cancellation notice well in advance, and keep records of all communications. When freezing, confirm the admin fee upfront to avoid surprises. If you’re in the cooling-off period, ensure you return any promotional items to secure a full refund.
People’s reactions to the Virgin Active cancellation process
Some members have expressed frustration with Virgin Active’s cancellation fees, with reports of fees as high as R4000 or more, depending on the contract.
The Consumer Protection Act in South Africa allows for a “reasonable” cancellation fee, typically 10–30% of the remaining contract value, but Virgin Active’s reported 40% fee has sparked debate about its fairness.
Wrapping up
Nobody talks about leaving the gym when you’re signing up, but life happens. Getting out of your Virgin Active membership doesn’t have to be a nightmare if you know what you’re doing.
You need to give them 20 days’ written notice and understand what fees might apply based on your contract. Thanks to South Africa’s Consumer Protection Act, they can’t just make up rules as they go along. If you’re not ready to completely cancel but just need a break, freezing your membership is often the smarter move – it’s usually cheaper than canceling and rejoining later.
A little homework now can save you a lot of hassle later.
Here are some most asked questions to help you guide even better.
I NEED TO CANCEL MY MEMBERSHIP WITH VIRGIN ACTIVE ,BECAUSE I CAN’T AFFORT TO PAY I’M UNEMPLOYED.
You can cancel your Virgin Active membership by contacting their customer service or submitting a cancellation request through the official Virgin Active website. If you explain that you’re currently unemployed, they may also advise you on possible options such as freezing the membership
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I mailed through notice of cancellation of my gym contact yesterday and requested confirmation of receipt of my cancellation. I have not received confirmation of cancellation from Virgin Active nor of receipt of my request. How long does it take for Virgin Active to confirm acceptance of cancellation?
It usually takes a few working days to acknowledge and process a cancellation request. If you don’t receive confirmation within 5–7 business days, it’s best to follow up with their customer service by phone or email and keep proof of your original cancellation notice.
VIRGIN ACTIVE CONTRACT IS A SCAM BECAUSE THEY DONT TELL YOU THESE THINGS ON SIGNING LIKE CANCELLATION FEE
Virgin Active membership terms, including cancellation fees, are outlined in the contract, but we understand they’re often overlooked at sign-up. It’s always best to review the agreement or ask staff to explain cancellation conditions upfront.
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Glad you found it helpful. Thanks for taking the time to comment, we really appreciate it.
Hi. I would like to cancel my membership. my id is *****, SA Matthew
Please contact Virgin Active directly via their customer support or cancellation channels to cancel your membership.
Kindly assist with account cancellation.
Please contact Virgin Active customer support through their website, app, or customer care number to request your account cancellation.