{"id":"equinox","page":"https://escalate.alexgaoth.com/#/c/equinox","html":"https://escalate.alexgaoth.com/c/equinox/","generated":"2026-10-15","company":{"id":"equinox","name":"Equinox","aliases":["equinox fitness","equinox gym","equinox clubs"],"sector":"fitness","website":"https://www.equinox.com","account_url":"https://www.equinox.com/account","official_domains":["equinox.com"],"regulators":["ftc"],"channels":[{"id":"online-account","type":"portal","label":"Equinox online account (cancel)","value":"https://www.equinox.com/account","purposes":["cancel_service"],"access":"login","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"cancellations-email","type":"email","label":"Equinox cancellations","value":"Cancellations@Equinox.com","purposes":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"concierge-email","type":"email","label":"Equinox Concierge","value":"concierge@equinox.com","purposes":["billing_error","refund_request","poor_service"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"club-manager","type":"in_person","label":"Cancel in club with a club manager","value":"Your Equinox club, club manager","purposes":["cancel_service"],"access":"human_only","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"corporate-mail","type":"mail","label":"Equinox mailing address","value":"Equinox, 31 Hudson Yards, New York, NY 10001","purposes":["poor_service"],"notes":"For cancellation by mail, use the address and method in your Membership Agreement.","source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"Equinox Send Feedback form","value":"https://www.equinox.com/feedback","purposes":["poor_service"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"concierge-phone"},{"rung":"written_complaint","channel":"cancellations-email"},{"rung":"payment_dispute","note":"Card dispute for dues charged after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel online in the Equinox account, by email to Cancellations@Equinox.com, by phone with Concierge, in club with a manager, or by mail as the Membership Agreement describes. Notice periods vary by state.","evidence":["membership agreement","cancellation confirmation email","date sent","later charges"],"steps":[{"do":"Read the notice period in your Membership Agreement."},{"do":"Cancel online in your Equinox account, or email Cancellations@Equinox.com from the email on the account. Keep the confirmation.","channel":"online-account"},{"do":"If you get no confirmation, call Equinox Concierge.","channel":"concierge-phone"}],"facts":[{"kind":"process","claim":"Equinox lets members cancel in club with a club manager, by mail as described in the Membership Agreement, by email to Cancellations@Equinox.com, by phone through Equinox Concierge, or online by logging into the account on Equinox.com.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"Notice periods vary by state and in some states, there may be additional cancellation methods available.\" Check the Membership Agreement.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Freezes are for medical or other statutorily required reasons and may need documentation. Request a freeze in person at a club or by email to Concierge@Equinox.com; \"retroactive Freezes are not permitted.\" Members with a past-due balance cannot freeze.","issues":["cancel_service","billing_error"],"source":"https://www.equinox.com/member-policies","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"All sales of Sessions are final and non-refundable, except as required by law.\" Cancelling a session with less than 24 hours' notice incurs the full session cost.","issues":["refund_request"],"source":"https://www.equinox.com/member-policies","last_verified":"2026-10-12"}],"known_blockers":["Online cancellation needs sign-in to the Equinox account.","The notice period depends on the state and the Membership Agreement; Equinox does not publish a single number of days."]},"playbooks":{"cancel_service":{"company":{"id":"equinox","name":"Equinox","sector":"fitness","website":"https://www.equinox.com","account_url":"https://www.equinox.com/account"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel online in the Equinox account, by email to Cancellations@Equinox.com, by phone with Concierge, in club with a manager, or by mail as the Membership Agreement describes. Notice periods vary by state.","evidence":["membership agreement","cancellation confirmation email","date sent","later charges"],"steps":[{"do":"Read the notice period in your Membership Agreement."},{"do":"Cancel online in your Equinox account, or email Cancellations@Equinox.com from the email on the account. Keep the confirmation.","channel":{"id":"online-account","type":"portal","label":"Equinox online account (cancel)","value":"https://www.equinox.com/account","purposes":["cancel_service"],"access":"login","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}},{"do":"If you get no confirmation, call Equinox Concierge.","channel":{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"}}],"channels":[{"id":"online-account","type":"portal","label":"Equinox online account (cancel)","value":"https://www.equinox.com/account","purposes":["cancel_service"],"access":"login","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"cancellations-email","type":"email","label":"Equinox cancellations","value":"Cancellations@Equinox.com","purposes":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"},{"id":"club-manager","type":"in_person","label":"Cancel in club with a club manager","value":"Your Equinox club, club manager","purposes":["cancel_service"],"access":"human_only","source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Equinox lets members cancel in club with a club manager, by mail as described in the Membership Agreement, by email to Cancellations@Equinox.com, by phone through Equinox Concierge, or online by logging into the account on Equinox.com.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"\"Notice periods vary by state and in some states, there may be additional cancellation methods available.\" Check the Membership Agreement.","issues":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"},{"kind":"policy","claim":"Freezes are for medical or other statutorily required reasons and may need documentation. Request a freeze in person at a club or by email to Concierge@Equinox.com; \"retroactive Freezes are not permitted.\" Members with a past-due balance cannot freeze.","issues":["cancel_service","billing_error"],"source":"https://www.equinox.com/member-policies","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"cancellations-email","type":"email","label":"Equinox cancellations","value":"Cancellations@Equinox.com","purposes":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for dues charged after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Online cancellation needs sign-in to the Equinox account.","The notice period depends on the state and the Membership Agreement; Equinox does not publish a single number of days."],"security":{"official_domains":["equinox.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":null,"warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"concierge-phone","type":"phone","label":"Equinox Concierge","value":"+1-866-332-6549","hours":"Mon-Fri 8am-8pm EST","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.equinox.com/landing/getintouch","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"cancellations-email","type":"email","label":"Equinox cancellations","value":"Cancellations@Equinox.com","purposes":["cancel_service"],"source":"https://www.equinox.com/faq","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for dues charged after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["equinox.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":11},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 11 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"fitness","title":"Gyms and fitness memberships — how complaints work","last_verified":"2026-10-12","file":"guides/fitness.md","page":"https://escalate.alexgaoth.com/#/guides/fitness"}}