'cancel anytime' but they keep your money
I recently cancelled my StretchLab membership 48 hours after an automatic renewal charge. Despite cancelling promptly and clearly stating I would not be using any future classes, my request for a refund was refused, with the business instead offering to hold the money as credit for services I do not intend to use.
My interaction with the manager was particularly disappointing. Rather than helping resolve the matter quickly and fairly, the response felt unnecessarily difficult and dismissive, focusing on technicalities rather than customer experience. This approach only made the situation more frustrating and felt inconsistent with the flexibility that was promoted when I signed up.
While the facility and concept are good, my experience with the cancellation and refund process has been poor and inconsistent with StretchLab’s own stated terms (“Memberships may be cancelled at any time... prepaid fees for services not provided will be refunded”). Consumers deserve clarity and fairness, particularly when memberships are marketed as “cancel anytime.”