Cancel Active Stirling the easy way

Overview

Active Stirling is the operational name for activity and leisure services run by ACTIVE STIRLING LIMITED, supported by Stirling Council. The organisation delivers pools, gyms, classes, climbing and community activity programmes across the Stirling area.

Who it serves

Target groups include pre-school children, juniors, adults and concession groups with an emphasis on local community sport, physical activity, health and wellbeing.

Where to find official facts

Membership rules and terms are published on the operator site and its membership terms page. See the membership terms for formal cancellation procedures: Official membership terms.

Web - cancel using the online cancellation form

1. Open the Active Stirling website and go to the membership or terms area.
2. Find and complete the membership cancellation form as stated in the membership terms: membership terms.
3. Submit the form and retain any confirmation or reference number shown on screen or sent by email.
4. Expect a required notice period of 1 full calendar month; plan your final Direct Debit accordingly.

iOS / Android - classes and The PEAK app

1. Install The PEAK app from App Store or Google Play if needed.
2. Book and cancel fitness classes in the app. Class cancellation notice is 2 hours to avoid a non-attendance record.
3. Note the three-strikes non-attendance rule for booked classes; repeatedly missing classes may lead to removal from bookings.

Phone

1. Call member support if you need live help; the phone number and hours are not published by Active Stirling.
2. Phone staff can confirm whether you have completed the required online form and advise on outstanding sums.

Email

1. Email [email protected] to request confirmation of cancellation steps or to ask for a cancellation form link.
2. If you receive an email confirmation, save it. If no confirmation is provided, use Recorded Delivery post to create a clear paper trail.

Post (recorded delivery)

1. Write a signed cancellation letter stating your name, membership number and request to cancel.
2. Send by Royal Mail Recorded Delivery to: Active Stirling, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the Recorded Delivery receipt and tracking information as proof of compliance with the 1 full calendar month notice requirement.

Cooling-off period (14 days)

If you concluded a membership contract online or off-premises you have a 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel within 14 days and receive a refund subject to deductions for services you asked to start during that period. This is the statutory right under the Consumer Contracts Regulations 2013.

Medical grounds

Active Stirling states that pre-paid memberships are non-refundable unless a letter from a GP on medical grounds is provided. To use this route, obtain a dated GP letter describing the medical reason and the recommended period of non-participation. Attach that letter to your cancellation request. Applicable law: Consumer Rights Act 2015 where services must be performed with reasonable care and skill.

Price increase

Membership fees are reviewed annually and Active Stirling gives 1 full calendar month notice for any proposed increase. Members have the right to terminate using the standard cancellation procedure if they do not accept the increase. Cite Active Stirling terms and the Competition and Markets Authority guidance on subscription contracts for unfair auto-renewal or hard-to-cancel terms.

Moving away

Active Stirling does not publish a specific moving-away policy in the publicly available membership terms. If you are moving, include proof of new address with your cancellation request and request confirmation. If Active Stirling refuses, rely on the Consumer Rights Act 2015 and ask Citizens Advice for next steps: Cancelling a service - Citizens Advice.

Death of subscriber

Active Stirling does not publish a public procedure for cancellation on death. A next of kin should contact [email protected] and provide a copy of the death certificate and membership details to request termination and any applicable refund. If pre-paid and medical-letter rules do not apply, request written confirmation of final account balance.

End of commitment

The membership terms require 1 full calendar month notice to cancel. If you reach the end of any minimum fixed term, give written notice as required by the contract at least 1 full calendar month before the next payment date.

Before cancelling: negotiate

Active Stirling published materials do not list specific retention offers. There are no published details of discounted freeze options or retention incentives. To request a concession, contact [email protected] and propose one of these concrete options: a membership freeze for a stated period, downgrading to a Concession membership at £28.00 per month, or a transfer to pay-as-you-go. Ask for written confirmation of any offer and the effective dates; if nothing is offered, proceed with standard cancellation.

What cancelling saves you

Calculate annual savings from published membership prices.

Adult Membership: £34.00 x 12 = £408.00 per year.

Junior Membership: £29.00 x 12 = £348.00 per year.

Concession Membership: £28.00 x 12 = £336.00 per year.

Cheapest competitor listed in the research: Sleek at £60.00 per month - £60.00 x 12 = £720.00 per year. Cancelling an Adult Membership with Active Stirling saves £408.00 per year versus keeping the Active Stirling Adult plan; switching to Sleek would cost £720.00 per year, which is not a saving versus Active Stirling.

Key UK consumer law

The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and prohibits unfair contract terms. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day cooling-off period for distance and off-premises contracts.

Auto-renewal and unfair terms

The Competition and Markets Authority (CMA) guidance treats hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If Active Stirling's renewal or cancellation process creates an unreasonable barrier, this may breach CMA guidance.

How to escalate

Step 1: Complain in writing to Active Stirling and keep copies of all correspondence. Step 2: If unresolved, contact Citizens Advice for guidance: Cancelling a gym membership - Citizens Advice. Step 3: Where payments were made by credit card, consider a Section 75 claim; for debit cards, consider chargeback via your card issuer. Step 4: If a formal regulator is relevant, escalate to the sector ombudsman. The law references here are the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Check access and facilities

After you submit cancellation and provide the required 1 full calendar month notice, expect your membership to end after that notice period. If you have an unpaid Direct Debit, Active Stirling may cancel the membership immediately and collect outstanding payments. Members may not re-join until all due amounts are paid.

Data, refunds and final billing

If you cancelled within the 14-day cooling-off period, you are entitled to a refund under the Consumer Contracts Regulations 2013 for payments made, subject to charges for services you used. Pre-paid memberships are non-refundable unless a GP letter for medical grounds is provided. If services are unavailable due to unplanned closures for 48 hours or more, refunds will be given for the full duration or prepaid membership time will be extended.

Re-activation

Active Stirling does not publish a standard re-activation process. Contact [email protected] for re-joining information and to confirm any outstanding balances that block re-registration.

Follow this checklist to avoid common pitfalls when cancelling your Active Stirling membership.

• Complete the online cancellation form required by Active Stirling and save any confirmation or screenshots.
• If you send a postal cancellation, use Royal Mail Recorded Delivery and retain the receipt and tracking number as proof.
• Ensure you provide at least 1 full calendar month notice to match Active Stirling terms.
• If you are within 14 days of signing, request a refund under the Consumer Contracts Regulations 2013 and note any charges for services already supplied.
• Do not simply cancel your Direct Debit without informing Active Stirling - an admin fee will apply if Direct Debit is cancelled without notification.
• If you claim a medical exception for a refund, attach a dated GP letter describing the condition and any recommended non-participation period.
• Keep copies of all correspondence and receipts until final account closure.