{"id":"orangetheory","page":"https://escalate.alexgaoth.com/#/c/orangetheory","html":"https://escalate.alexgaoth.com/c/orangetheory/","generated":"2026-10-15","company":{"id":"orangetheory","name":"Orangetheory Fitness","aliases":["orangetheory fitness","orange theory","otf"],"sector":"fitness","parent":"Purpose Brands","website":"https://www.orangetheory.com","official_domains":["orangetheory.com"],"regulators":["ftc"],"notes":"Studios are \"individually owned and operated\", and membership terms come from each studio's Membership Agreement. Purpose Brands lists Orangetheory Fitness and Anytime Fitness among its brands; the merger date was not confirmed on a source.","channels":[{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"app-support-chat","type":"app","label":"Orangetheory app support chat (\"?\" icon, upper right, after sign-in)","value":"Orangetheory app, \"?\" icon in the upper right corner","purposes":["account_access"],"access":"login","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"home-studio"},{"rung":"written_complaint","channel":"contact-page"},{"rung":"payment_dispute","note":"Card or bank dispute for drafts after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel with your home studio under your Membership Agreement; promotional offers can add their own deadlines.","evidence":["membership agreement","written cancellation notice and proof of delivery","studio confirmation"],"steps":[{"do":"Read the cancellation clause and notice period in your Membership Agreement."},{"do":"Give cancellation notice to your home studio as the agreement requires. Get written confirmation.","channel":"home-studio"},{"do":"If the studio does not respond, send a message through the corporate contact page.","channel":"contact-page"}],"facts":[{"kind":"policy","claim":"\"Standard membership cancellation policies apply as stated in the applicable Membership Agreement\" for the studio where you buy the membership.","issues":["cancel_service"],"source":"https://www.orangetheory.com/en-us/promotion-terms","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Under the 30-Day Risk Free Guarantee, ask the home studio for a refund of monthly dues within the first month.","evidence":["membership start date","class attendance record"],"steps":[{"do":"Within the first month of membership, contact your home studio to request the refund under the 30-Day Risk Free Guarantee.","channel":"home-studio"}],"facts":[{"kind":"deadline","claim":"30-Day Risk Free Guarantee: \"A refund request must be made by contacting your home studio within the first month of membership\"; the refund is for the monthly membership dues. OTbeat wearables and other retail sales are not refundable.","issues":["refund_request"],"source":"https://www.orangetheory.com/en-us/promotion-terms","last_verified":"2026-10-12"}]}],"known_blockers":["Studios are independently owned franchises; the corporate site publishes no general cancellation method, notice period or member services phone number.","Cancellation and billing are handled by the home studio, often in person or by phone with the studio."]},"playbooks":{"cancel_service":{"company":{"id":"orangetheory","name":"Orangetheory Fitness","sector":"fitness","website":"https://www.orangetheory.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel with your home studio under your Membership Agreement; promotional offers can add their own deadlines.","evidence":["membership agreement","written cancellation notice and proof of delivery","studio confirmation"],"steps":[{"do":"Read the cancellation clause and notice period in your Membership Agreement."},{"do":"Give cancellation notice to your home studio as the agreement requires. Get written confirmation.","channel":{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"do":"If the studio does not respond, send a message through the corporate contact page.","channel":{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"},{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"\"Standard membership cancellation policies apply as stated in the applicable Membership Agreement\" for the studio where you buy the membership.","issues":["cancel_service"],"source":"https://www.orangetheory.com/en-us/promotion-terms","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":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card or bank dispute for drafts 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":["Studios are independently owned franchises; the corporate site publishes no general cancellation method, notice period or member services phone number.","Cancellation and billing are handled by the home studio, often in person or by phone with the studio."],"security":{"official_domains":["orangetheory.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":5},"verified_from":{"page":5},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 5 sources are the organization's own pages or government sites; only 5 sourced values, so the entry is thin.","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":"Studios are \"individually owned and operated\", and membership terms come from each studio's Membership Agreement. Purpose Brands lists Orangetheory Fitness and Anytime Fitness among its brands; the merger date was not confirmed on a source.","warnings":[]},"refund_request":{"company":{"id":"orangetheory","name":"Orangetheory Fitness","sector":"fitness","website":"https://www.orangetheory.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Under the 30-Day Risk Free Guarantee, ask the home studio for a refund of monthly dues within the first month.","evidence":["membership start date","class attendance record"],"steps":[{"do":"Within the first month of membership, contact your home studio to request the refund under the 30-Day Risk Free Guarantee.","channel":{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"30-Day Risk Free Guarantee: \"A refund request must be made by contacting your home studio within the first month of membership\"; the refund is for the monthly membership dues. OTbeat wearables and other retail sales are not refundable.","issues":["refund_request"],"source":"https://www.orangetheory.com/en-us/promotion-terms","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card or bank dispute for drafts 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":["Studios are independently owned franchises; the corporate site publishes no general cancellation method, notice period or member services phone number.","Cancellation and billing are handled by the home studio, often in person or by phone with the studio."],"security":{"official_domains":["orangetheory.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":5},"verified_from":{"page":5},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 5 sources are the organization's own pages or government sites; only 5 sourced values, so the entry is thin.","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":"Studios are \"individually owned and operated\", and membership terms come from each studio's Membership Agreement. Purpose Brands lists Orangetheory Fitness and Anytime Fitness among its brands; the merger date was not confirmed on a source.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"home-studio","type":"in_person","label":"Home studio front desk or studio manager","value":"Your home Orangetheory studio, front desk","purposes":["cancel_service","billing_error","refund_request"],"source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-page","type":"web_form","label":"Orangetheory contact page (Send Us a Message form; studio finder)","value":"https://www.orangetheory.com/en-us/contact-us","purposes":["cancel_service","billing_error","poor_service"],"notes":"For account charges, Orangetheory says to call your studio or speak with the studio manager at the front desk.","source":"https://www.orangetheory.com/en-us/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card or bank dispute for drafts 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":["orangetheory.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":5},"verified_from":{"page":5},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 5 sources are the organization's own pages or government sites; only 5 sourced values, so the entry is thin.","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"}}