Equinox Must Pay $600K for Hard-To-Cancel Memberships in NY
Equinox created hurdles for members trying to cancel, New York Attorney General Letitia James says
New York Attorney General Letitia James announced a settlement Friday with Equinox Group after the luxury fitness operator was found to have violated state consumer protection laws by making it challenging for members to cancel their subscriptions.
The company, which operates Equinox, Equinox+ and SoulCycle, failed to clearly disclose subscription terms, did not provide legally required subscription acknowledgments and lacked accessible online cancellation options, according to the attorney general’s office.
Under the agreement, Equinox will pay $600,000 in penalties and offer refunds to customers who attempted to cancel but were unable to do so.
The settlement comes amid broader efforts by regulators, including the Federal Trade Commission’s proposed “click-to-cancel” rule, which aims to make it as easy for consumers to cancel subscriptions, like gym memberships, as it is to sign up.
“New Yorkers should be able to cancel a membership they no longer use or want without breaking a sweat,” Attorney General James said. “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.”
Under New York law, companies must clearly disclose subscription terms, including the minimum duration, renewal conditions and cancellation policy. They are also required to obtain affirmative consent for automatic renewals, issue a post-purchase acknowledgment and provide a simple cancellation process.
As part of the settlement, Equinox Group will offer refunds of up to $250 to New York customers who previously filed complaints with the company, the Federal Trade Commission, Better Business Bureau or the state attorney general’s office. Eligible New York subscribers to Equinox gyms, SoulCycle or Equinox+ are also entitled to restitution of up to $100.
Customers who subscribed or attempted to cancel between Feb. 9, 2021, and May 19, 2025, must email Equinox Group by July 19 to request restitution. SoulCycle users can contact [email protected], while Equinox Gym and Equinox+ users should email [email protected]. Requests must include the subscriber’s name and the email or phone number linked to their account.
In a statement to Athletech News, an Equinox spokesperson noted that corrective steps were completed last year.
“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,” the spokesperson said. “We are pleased that this matter is resolved.”