Customer Service

Have a Question? We Can Help

Our goal is to deliver legendary customer service to our members at all times.

 

Frequently Asked Questions

We hate to see you go! But if you must, the process is easy. You can fill out a cancellation form at the front desk of your home club, or send a letter (preferably via certified mail) to your club requesting cancellation. Memberships can’t, unfortunately, be cancelled by email or phone. Please remember that your cancellation request is subject to any obligations of your membership agreement. Your club team will be able to review the terms of your membership agreement and answer any questions you have. If you are cancelling because you’re unsatisfied with your Planet Fitness location, please speak with your local club manager before making your final decision. We welcome feedback and would love the opportunity to improve and hopefully change your mind!

You can transfer your membership online through your member portal at any Club with just a few clubs.

Your local club is the best place to go for help with any billing-related issues (including requesting refunds). Or, you can update your billing information or review your membership agreement online.

Annual fees are billed to a member once per year. Your billing date is dependent on your join date. The annual fee of $39 is billed on or around eight weeks after your join date. A staff member at your club can help you determine when your annual fee date is.


We offer [email protected] – a series of focused fitness training sessions led by certified fitness instructors that’s designed to help members get familiar with the equipment and to build an individual workout plan to follow at their own pace. [email protected] sessions are done in small groups, free to our members, and available on a first-come, first-served basis. We encourage people to sign up in advance through your member portal or in club, as they fill up quickly! You can find our [email protected] class schedules on the web page for your club (search for your club here), or at the front desk in your club. 


Stop by your club and club staff can downgrade your membership. If you are still in contract, no problem you can buyout your current contract with a $99 payment.

That one is easy! Click here. Use your email address which you used to signup with and if you have not been issued a password, simply click forgot password to reset.

The method in which members are able to pay for their membership is via direct debit. Online membership signups require a credit card, whilst in club we prefer bank account details

You can join PF starting at the age of 16 with a parent/legal guardian’s permission; they must be present with you during the sign-up process. Members on a Black Card membership can bring a guest from the age of 13. A parent/legal guardian’s consent form must also be signed and they must attend an orientation session with the Certified Trainer.

In order to keep our membership cost conveniently low, we do not offer childcare services. And for the safety of children under the age of 13, we do not allow them in club. We do try to keep our clubs open as long as possible to accommodate all schedules. Check with your local club for their hours.

We’re all for people expressing themselves, but do ask that clothing that may be perceived as intimidating, revealing, or offensive not be worn in the club. We also do not allow clothing that may present safety hazards or damage equipment. Examples of clothing that is not allowed include:

  • Open-toed shoes or sandals, no work boots
  • Mud-caked, greasy, or soiled shoes or clothing
  • Jeans or pants with prominent grommets
  • Clothing with messaging that a reasonable person may find offensive or otherwise inappropriate
  • Muscle string singlets
  • High cut bootie shorts

Contact Your Home Club

Contact Your Home Club

The best place to get help to your questions and concerns is in your home club.  Call or stop by your home club location and speak with a team member at the front desk - they will be more than happy to assist you.

planet fitness staff

Still Need Help?

Still Need Help?

The best place to get help quickly is by contacting your home club.  If you would like to reach the PFHQ Member Services team, please fill out the form below.  Please note that the Member Services department is open Monday through Friday from 9am - 6pm, EST.  We will respond to your inquire as soon as possible!  If you have an urgent request, please contact your home club location - details above.

planet fitness staff