Refund Policy | Level Up Fitness

Effective Date: 12 October 2026

This Refund Policy explains how payments, refunds, cancellations, freezes and billing disputes work at Level Up Fitness. It applies to all payments made at our front desks, on our website and through the My Level Up app.

This policy forms part of, and should be read together with, our Membership Terms & Conditions. If anything in this policy conflicts with the Membership Terms & Conditions, the Membership Terms & Conditions prevail.

At a Glance

All fees are non-refundable, whether or not you use the gym.
If we charge you in error, we will correct it. Tell us within 30 days of the charge.
To cancel a monthly membership, submit your request in writing by the 15th of the month before your next billing period.
Freezing is available to Premium members only, at RM30 per month frozen.
Annual Prepaid memberships expire automatically and are not refunded for unused time.
Payments made in the My Level Up app are handled by Level Up Fitness, not by Apple or Google.

1. All Fees Are Non-Refundable

All payments made to Level Up Fitness are non-refundable and cannot be waived. This includes:

Joining Fee - also non-transferable. If you leave and rejoin later, you will pay the Joining Fee in effect at that time, which may be higher.
First Month Pro-Rata
Monthly Membership Fees (Monthly Auto-Debit plan)
Annual Prepaid Membership Fees, including any unused months
Short-Term Passes
Freeze Fees
Fines for breaching Gym Rules. You may appeal a fine, but any waiver or reduction is at the discretion of Management.

This applies regardless of how often you use the gym, including if you stop attending, cancel part-way through a billing period, have your membership terminated for unpaid fees, or are expelled for repeatedly breaching Gym Rules.

2. Billing Errors and Incorrect Charges

If you believe you have been charged in error - for example, a duplicate charge, a charge for the wrong amount, or a charge after your cancellation took effect - email info@levelupfitness.com within 30 days of the charge. Please include:

Your full name and the phone number registered with us
Your Home Club
The date and amount of the charge
A screenshot of the transaction or your card statement

We will review your case and, where a billing error is confirmed, correct it by refunding the incorrect amount to your original payment method or crediting it to your membership account.

We encourage you to contact us before raising a dispute with your bank or card issuer, as we can usually resolve billing errors faster directly.

3. Cancelling a Monthly Membership

Monthly Auto-Debit memberships renew automatically every calendar month until you cancel. Not using the gym, deleting the My Level Up app or stopping payment through your bank does not cancel your membership.

How to cancel

You can only cancel in one of these two ways:

Submit an e-Cancellation Form at the front desk, countersigned by a Level Up Fitness staff member; or
Email your request to info@levelupfitness.com. Your request is valid once it has been acknowledged by a Level Up Fitness staff member.

We cannot accept cancellation requests made verbally, given privately to an off-duty staff member, or sent through social media, private messages or Google Maps. In the event of a dispute, only a countersigned e-Cancellation Form or an email acknowledged by our staff will be accepted, so please keep your acknowledgement as proof.

Cancellation deadline

Your written request must reach us by the 15th of the month before your next billing period starts. Requests received after the 15th take effect one month later, and you must pay that month's Membership Fee in advance. Cancellations cannot be backdated.

Example - cancelling in November:

Request received	Final month you pay for	Membership ends
On or before 15 November	November	30 November
16 - 30 November	December	31 December

All outstanding fees, including the fee for your final billing period, must be paid before your cancellation can be processed.

4. Annual Prepaid Memberships

Annual Prepaid memberships are paid in full upfront and are valid until the expiry date stated on your Membership Application Form.
Your membership expires automatically at the end of its term, so there is nothing to cancel.
Unused time is not refunded, in whole or in part.
To continue without interruption, purchase a new 12-month renewal before your expiry date.
If your membership lapses, you will need to rejoin at the prevailing Joining Fee and Membership Fee.

5. Freezing Your Membership (Premium Members Only）

If you need a break, Premium members can freeze their membership instead of cancelling. Freezing is not available for Xpress memberships or Short-Term Passes, regardless of circumstances.

Freeze conditions

The Freeze Fee is RM30 per month frozen (or the prevailing rate). It must be paid in advance and is non-refundable, including if you end your freeze early.
Submit an e-Freeze Form at the front desk countersigned by a Level Up Fitness staff member, or email info@levelupfitness.com and receive acknowledgement from our staff. Requests made verbally, to off-duty staff, or through social media, private messages or Google Maps are not valid.
All outstanding fees, including the current month's Membership Fee, must be paid.
You must have been a full-fee-paying member for at least one month after joining.
Freezes run in whole calendar months, from the 1st to the last day of the month. The minimum is one month, memberships cannot be frozen indefinitely, and freezes cannot be backdated.
You cannot use the gym while your membership is frozen. To return early, you must pay the full Membership Fee for the remaining frozen month(s).
Your membership reactivates automatically when the freeze period ends, and billing resumes.
For Annual Prepaid members, frozen months do not count towards your prepaid term.

Freeze deadline

Your freeze request must reach us by the 15th of the month before the month you want to freeze. Requests received after the 15th take effect from the month after next.

Example - requesting a freeze in November:

Request received	Freeze starts
On or before 15 November	1 December
16 - 30 November	1 January (December's Membership Fee is payable as normal)

6. Unpaid Fees and Failed Payments

Please settle any outstanding Membership Fees before the 1st of the month. Otherwise, you will be denied entry until they are paid.
We may increase the frequency of auto-debit attempts to recover arrears.
If we are unable to auto-debit your card for more than three consecutive months, you must update your card details. Otherwise, we may terminate your Monthly Auto-Debit membership, or ask you to switch to an Annual Prepaid plan or a Short-Term Pass at the prevailing rates.
If you have outstanding fees of three months or more, your membership may be terminated and your details may be submitted to credit reporting agencies such as Experian.
Denial of entry or termination for unpaid fees does not entitle you to any refund. If your membership lapses, you will need to rejoin at the prevailing Joining Fee and Membership Fee.

7. Membership Fee Changes

We keep your Membership Fee unchanged for at least 12 calendar months, including any months you freeze, except where the change is due to SST or another government-imposed tax.
After that, if a fee increase is necessary, we will give you at least 30 days' notice by email or text message before your next billing period.
If you do not agree with the new fee, cancel in writing before your next billing period, following Section 3. Continuing your membership after the notice period means you accept the new fee.
Membership Fees include SST where applicable. If the SST rate changes, your fee will change accordingly.

8. Payments Made Through the My Level Up App

Payments for memberships, passes, freeze fees and fines made in the My Level Up app are processed by Level Up Fitness through our own payment provider. They are not purchases made through Apple App Store or Google Play billing, so Apple and Google are unable to issue refunds for them. Please send any billing questions or disputes directly to us.

Deleting the My Level Up app, or your app account, does not cancel your membership or stop billing. To cancel, follow the steps in Section 3.

9. Licensed Outlets

The following Level Up Fitness outlets are operated by separate, independent companies under licence:

Level Up Fitness Segamat, 17 Jalan Utama 3/2, Segamat, Johor - operated by Formula One Trading Sdn Bhd
Level Up Fitness Kuala Terengganu, Kamdar Building, Jalan Kota Lama, Kuala Terengganu - operated by ASC Fitness

If you joined at one of these outlets, or your Home Club has been transferred to one, your membership agreement is with that licensee, and payment, cancellation and billing matters should be raised with them.

10. Your Legal Rights

Nothing in this policy limits any rights you may have under Malaysian law, including the Consumer Protection Act 1999.

11. Changes to This Policy

We may update this Refund Policy from time to time. The updated version takes effect when it is published on this page. Changes to Membership Fees remain subject to the 30-day notice described in Section 7.

Need Help?

For questions or assistance with your membership or billing, please contact:

Email: info@levelupfitness.com
Phone: +60 82 233 222
Address: Wisma Everrise, Lot 376, Jalan Petanak, 93100 Kuching, Sarawak, Malaysia.