Cancel Trilogy the easy way

Overview

Trilogy is a group of products and services that include Trilogy Active leisure memberships and apps for tracking fitness, plus Trilogy Stores and media services. The company behind the brand is Trilogy Enterprises, Inc., headquartered in Austin, United States, and operating services in the United Kingdom.

Key services

In the UK Trilogy runs leisure memberships (Trilogy Active) with multiple gym and pool locations, mobile apps (Trilogy Sports and Fitness App, Trilogy Active App) and a retail arm (Trilogy Stores). Some media content is offered under Trilogy+ in international storefronts.

Company facts

Web - cancel via confirmation email link

1. Open the order confirmation email that Trilogy sent after purchase.
2. Click the cancellation link included in that email.
3. Confirm cancellation on-screen if requested; save the confirmation email or screenshot.

Email - orders placed on Trilogy Stores

1. Compose an email to [email protected] with your order number and request to cancel before dispatch.
2. Attach copy of order confirmation and ID if requested.
3. Keep the reply email as proof of cancellation.

Membership - Trilogy Active (online form)

1. Open the Trilogy Active cancellation form.
2. Complete the form with membership details and submit the form as instructed.
3. Save the on-screen or email confirmation from the club.

Phone or club-managed cancellations

1. If your membership was signed at a club, ask the club for the cancellation options and the required notice period.
2. If the club is managed by a third party (for example Harlands or Xplor), request written confirmation of the cancellation.
3. Record the date and time of any telephone call for your records.

Post - registered letter

1. Write a clear cancellation statement with your membership/order reference and sign it.
2. Send by Royal Mail registered delivery to Trilogy, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the registered delivery slip as proof of posting.

Moving / change of residence

If you move and your original membership terms allow cancellation for relocation, provide proof such as a tenancy agreement, new council tax bill or utility bill showing new address. Trilogy's public pages note club-level cancellation options for members; exact acceptance of relocation as a reason is handled by the club. Applicable law: Consumer Rights Act 2015 (services must be performed with reasonable care and skill).

Price increase

If Trilogy increases the price of a continuing subscription, the consumer has the right to terminate the contract if the change is a contract variation that is not agreed. Provide the notice of price increase from Trilogy and your membership details. Applicable law: Consumer Rights Act 2015.

Death of subscriber

To cancel due to the death of the account holder, supply a copy of the death certificate and the membership reference. The trader should accept that as proof to close the contract; this is a standard contractual ground handled by the club or Trilogy Stores team.

Legitimate ground (returns and product defects)

For goods bought at Trilogy Stores, returns are accepted and a full refund is issued on receipt provided the product is not used or damaged. If the product is used or damaged by the consumer, return rights do not apply. Evidence: returned goods and photographs showing condition. Source: Trilogy Stores terms.

End of commitment / fixed-term membership

If your membership has a stated minimum commitment (for example Family membership 1 month), cancel after the minimum period unless the contract allows earlier termination. Provide your original membership agreement and any required notice. Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Cooling-off / initial or renewal cooling-off

Consumers have the right to cancel a subscription contract during an initial cooling-off period and any renewal cooling-off period. To exercise the right, notify Trilogy with a clear statement of the decision to cancel. Cancellation during the cooling-off extinguishes payment liabilities and may entitle the consumer to a refund with no penalty. See the Digital Markets, Competition and Consumers Act 2024 and the cooling-off provisions at legislation.gov.uk.

Before cancelling: how to ask for retention or discounts

Research does not show public retention offers from Trilogy. If you want to request a retention offer, call or email the club or membership contact and request a retention or concession. Use a short script: state your membership, say you are considering cancellation, ask whether a discounted rate, freeze or alternative plan is available, and request any offer in writing. If you are a student, request the Student Budget Membership at £15.99/month or the Full Student Membership at £21/month where eligible.

What cancelling saves you - concrete yearly math

Example 1 - Trilogy Active Standard Membership: £27.99 x 12 = £335.88 per year. By cancelling a Standard membership you stop paying £335.88/year.

Example 2 - Trilogy Active Student Budget Membership: £15.99 x 12 = £191.88 per year. Switching from Standard to Student Budget saves £335.88 - £191.88 = £144.00 per year when eligible.

Cheapest competitor alternative from the research: Capstone Software at £29/month. Capstone yearly cost: £29 x 12 = £348.00 per year. Comparison: Trilogy Active Standard at £335.88/year is cheaper than Capstone at £348.00/year by £12.12/year.

Key UK consumer laws and regulator

Main applicable laws are the Consumer Rights Act 2015 for service quality and unfair terms, and the Consumer Contracts Regulations 2013 which provide a 14-day cooling-off period for many online or off-premises contracts. The Digital Markets, Competition and Consumers Act 2024 and the Digital Markets Unit (DMU) within the Competition and Markets Authority are relevant for subscription transparency and anti-hard-to-cancel enforcement. See Digital Markets, Competition and Consumers Act 2024.

Cooling-off and refunds

A consumer cancels by sending a clear statement to the trader. Cancellation ends both parties obligations for future payments; the consumer's liability for payments is extinguished and a refund may be due. No penalty can be applied for exercising cooling-off rights. Traders must provide a 'cooling-off notice' for renewals explaining how to cancel and refund consequences. Source: Digital Markets Act provisions and Consumer Contracts Regulations.

Escalation steps

1) Complain in writing to Trilogy using the club contact, [email protected], or the online cancellation form. 2) If unresolved, contact Citizens Advice for local guidance and to find the correct ombudsman (Financial Ombudsman Service, Communications Ombudsman, or sector-specific bodies). 3) For qualifying credit-card purchases, use Section 75 or ask your card issuer for chargeback. 4) Report unfair subscription practices to the CMA or DMU if you believe auto-renewal or cancellation barriers are unfair.

Check final bill and refunds

Save the cancellation confirmation and check your bank or card for refund entries. For goods returned to Trilogy Stores a full refund of the amount paid (excluding shipping or statutory duties) will be issued on receipt of the goods or an exchange credit. If you cancelled during a cooling-off period your liability for payments is extinguished and a refund may be due; Trilogy states refunds are issued on receipt or per the contract.

Access and data

If your cancellation ends a subscription or membership, expect access to apps or club facilities to end at the date stated in the cancellation confirmation. If you want your account data, request it in writing from Trilogy and keep a copy of the response for your records.

Re-activation and future billing

If you rejoin later, you may be charged joining/admin fees again (examples from pricing: Family joining/admin fee £20; Full Student joining fee £10; 55+ £1 admin fee). Keep these fees in mind if you plan to reactivate within a short period.

Use this checklist to ensure a clean cancellation and record keeping.

• Find your order or membership confirmation email and the cancellation link.
• If cancelling by email, send to [email protected] and save the reply.
• If cancelling a Trilogy Active membership, submit the official cancellation form at Trilogy Active cancellation form and save the confirmation.
• If returning goods to Trilogy Stores, return within 7 days of receipt for online orders when allowed, and keep proof of posting.
• If you need to send a registered letter, address it to Trilogy, Crown Way, CF14 3UZ Cardiff, United Kingdom and keep the Royal Mail receipt.
• Monitor bank statements for refunds; note any continuing charges and contact your card issuer within the chargeback or Section 75 windows if applicable.