Equinox and SoulCycle Customers in New York May Receive Refunds Over Membership Cancellation Issues

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2 days ago

New York Attorney General Letitia James announced a $600K settlement involving the Equinox Group over allegedly difficult cancellation agreements with customers
'The Equinox Group made it challenging for customers to end their membership, costing them time and money,' she alleged
The fitness group must also improve its disclosures moving forwardEquinox and SoulCycle customers in New York may soon be entitled to cash back due to difficulty canceling memberships.
On Friday, May 30, New York Attorney General Letitia James announced a $600,000 settlement from the fitness company, claiming Equinox, Equinox+ and SoulCycle made it 'hard for New Yorkers to cancel their membership.'
James alleged Equinox Group failed to clearly disclose its subscription terms and did not provide consumers with the subscription acknowledgment required by New York law.
'New Yorkers should be able to cancel a membership they no longer use or want without breaking a sweat,' James said in a statement.
'The Equinox Group made it challenging for customers to end their membership, costing them time and money. As a result of my office's settlement, New Yorkers can now cancel their membership with Equinox, SoulCycle, or any of Equinox Group's brands much faster.'
PEOPLE reached out to the Equinox Group for comment but did not immediately hear back.
"Prior to being made aware of this inquiry, we had already begun to make changes to our terms and conditions in conformance with all statutory requirements, and our policies are in full compliance. We are pleased that this matter is resolved," an Equinox and SoulCycle spokesperson said in a statement obtained by CBS News.
According to the terms of the settlement, Equinox Group must now pay $600,000 in penalties and change its subscription practices, as well as offer refunds to subscribers who tried to cancel their membership but were unable to.
Of the complaints mentioned by the Office of the Attorney General (OAG), Equinox was accused of using 'hard-to-understand terms and conditions' within the company's documents, which ultimately made the cancellation process 'complex, difficult, and time-consuming."
'This settlement requires Equinox Group to pay $600,000 in penalties and provide refunds of up to $250 to eligible New York subscribers who filed complaints with the Equinox Group, Federal Trade Commission, Better Business Bureau, or the Office of the Attorney General of the State of New York between February 9, 2021 and December 31, 2024,' per the OAG press release.
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Eligible residents who first became subscribers or attempted to cancel their subscription between Feb. 9, 2021, and Dec. 31, 2024, can claim their portion of the settlement by emailing Equinox Group by Aug. 2, 2025.
SoulCycle subscribers should email [e-mail] . Equinox Gym and Equinox+ subscribers should email [e-mail].
Subscriber restitution requests must include their name and the phone number or email address associated with their account.
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