{"id":"peloton","page":"https://escalate.alexgaoth.com/#/c/peloton","html":"https://escalate.alexgaoth.com/c/peloton/","generated":"2026-10-15","company":{"id":"peloton","name":"Peloton","aliases":["peloton interactive","onepeloton","peloton all-access","peloton app","peloton app membership","peloton bike","peloton tread"],"sector":"subscription","parent":"Peloton Interactive, Inc.","website":"https://www.onepeloton.com","account_url":"https://www.onepeloton.com/mymembership","official_domains":["onepeloton.com"],"regulators":["ftc"],"notes":"Peloton sells connected fitness hardware (Bike, Tread, Row, Guide) and recurring memberships (All-Access, Guide, Rental, App, Strength+). The Membership Terms and Terms of Service were last updated October 1, 2025. The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). Peloton's support site (support.onepeloton.com) loads by JavaScript and could not be read by automated fetches on 2026-10-13, so this file uses the Membership Terms, Terms of Service and the Home Trial page.","channels":[{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"support-contact-page","type":"web_form","label":"Peloton Support Contact Us page","value":"https://support.onepeloton.com/s/contact-us?language=en_US","purposes":["billing_error","refund_request","cancel_service"],"notes":"Linked from the Membership Terms for billing errors. The page loads by JavaScript and showed an error to automated fetches on 2026-10-13. The Home Trial page says you can call or chat with Peloton Support to start a return.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Peloton legal notices (arbitration opt-out by certified mail, personally signed)","value":"Peloton Interactive, Inc., 441 Ninth Avenue, Sixth Floor, New York, NY 10001, Attn. Legal Department","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"member-support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Cancel in Account Settings (onepeloton.com/mymembership) or by calling Member Support. Access continues to the end of the paid period, with no prorated refund; committed plans stay owed to the end of the commitment.","evidence":["cancellation confirmation email or screenshot","date cancelled","membership type and billing date"],"steps":[{"do":"Sign in and cancel on the membership page in Peloton Account Settings.","channel":"membership-settings"},{"do":"If you cannot cancel online, call Peloton Member Support.","channel":"member-support-phone"},{"do":"If you bought an App membership through a third-party app provider such as Apple or Google, that provider bills you; manage the subscription in that store's settings."},{"do":"Cancel before the next billing date. Save the confirmation."}],"facts":[{"kind":"process","claim":"\"To change or terminate your Peloton Membership, go to your Peloton Account Settings at https://www.onepeloton.com/mymembership\" or contact Peloton Member Support at 1-866-679-9129.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Memberships recur monthly or annually \"until it is canceled.\" Billing occurs at the beginning of each membership cycle. After a cancellation you may use the membership until the end of the then-current period, and it is not renewed after that.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After a prepaid or Activation Code period ends, the membership \"will automatically continue on a month-to-month basis.\"","issues":["cancel_service","free_trial_conversion"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"For a Committed Membership Period (a commitment longer than one month), \"You will remain responsible for any outstanding fees for the remainder of the Committed Membership Period,\" even if you pay month to month.","issues":["cancel_service","early_termination_fee"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"A Peloton App Membership can be bought from Peloton or through a third-party app provider (Apple App Store and Google Play are named as examples). A Strength+ App Membership is sold through the Apple App Store.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"refund_request","summary":"Membership fees are not prorated on cancellation. New hardware can be returned within 30 days of delivery under the Home Trial, minus a $150 (Bike, Bike+) or $250 (Tread, Row+) return fee.","evidence":["order number","delivery date","membership billing date","return pickup confirmation"],"steps":[{"do":"For a Home Trial hardware return, call or chat with Peloton Support within 30 days of the delivery date.","channel":"member-support-phone"},{"do":"If you also want to stop the membership, cancel it on the membership page and keep the confirmation.","channel":"membership-settings"},{"do":"In New York, if you cancel within 14 days after the first charge at a new, higher price, ask for the pro rata refund of the unused portion."}],"facts":[{"kind":"policy","claim":"\"If you cancel your Peloton Membership ... you will not be eligible for a prorated refund of any portion of the Peloton Membership fee.\"","issues":["refund_request","cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Home Trial lasts \"up to 30 days from your delivery date.\" It covers Bike, Bike+, Tread Flex, Tread Vision, Tread+ Vision and Row+, for first-time purchasers in the 48 contiguous U.S. states only.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"fee","claim":"Home Trial return fees: $150 for Bike and Bike+; $250 for Tread Flex, Tread Vision, Tread+ Vision and Row+. The refund is the full price minus the return fee. Assembly fees paid at purchase are non-refundable.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"policy","claim":"If you financed the purchase, after the return is processed you get the first installment back minus the return fee. Refunds are sent after the returned items are received; the page gives no timeframe.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Tell Peloton about a membership billing error within 60 days of the billing date; after that Peloton says it will not refund or credit it except where law requires.","evidence":["statement showing the charge","billing date","membership type","cancellation confirmation if any"],"steps":[{"do":"Contact Member Support within 60 days of the billing date. Give the date and amount of the charge.","channel":"member-support-phone"},{"do":"Use the Contact Us page if you cannot reach Member Support by phone.","channel":"support-contact-page"},{"do":"If Peloton does not correct it, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"If you believe you have been billed in error for a Peloton Membership, please notify us within 60 days of the billing date.\" Peloton \"will not issue refunds or credits after the expiration of this 60-day period,\" except where required by law.","issues":["billing_error","refund_request"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A Peloton trial converts to a paid membership if you do not cancel before the trial ends.","evidence":["trial start date and offer terms","cancellation confirmation","the first charge"],"steps":[{"do":"Cancel on the membership page before the trial ends.","channel":"membership-settings"},{"do":"If you were charged after cancelling in time, report it to Member Support as a billing error within 60 days of the charge.","channel":"member-support-phone"}],"facts":[{"kind":"policy","claim":"\"If you do not cancel before your trial period ends, your account will be converted to a paid Peloton Membership.\" A payment method may be required to start a trial.","issues":["free_trial_conversion"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"Peloton gives notice of a changed charge amount and its date before the charge. New York members may cancel within 14 days after the first charge at a higher price and get a pro rata refund.","evidence":["price change notice","last charge before the increase","first charge after it"],"steps":[{"do":"If you reject the new price, cancel before the next billing date.","channel":"membership-settings"},{"do":"In New York, if you cancel within 14 days after the first charge at the higher price, ask for the pro rata refund of the unused portion.","channel":"member-support-phone"}],"facts":[{"kind":"policy","claim":"If the amount to be charged varies from the amount pre-authorized, Peloton gives \"notice of the amount to be charged and the date of the charge before the scheduled date of the transaction.\" This does not apply to sales tax changes. No number of days is stated.","issues":["bill_increase"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"New York consumers may cancel their subscription within at least 14 days after their first charge at a new, higher price ... with a pro rata refund for any unused portion of the subscription.\"","issues":["bill_increase","refund_request"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"The Terms of Service contain \"A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER\" (section 20). You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"Peloton recalled about 125,000 Tread+ treadmills on May 5, 2021 (CPSC recall 21-128). A full refund was available \"until November 6, 2022\"; returns after that date get a partial refund.","issues":["refund_request"],"source":"https://www.cpsc.gov/Recalls/2021/Peloton-Recalls-Tread-Plus-Treadmills-After-One-Child-Died-and-More-than-70-Incidents-Reported","last_verified":"2026-10-13"}],"known_blockers":["The membership page (onepeloton.com/mymembership) needs sign-in.","Peloton's support site (support.onepeloton.com) loads by JavaScript; automated fetches got an error page on 2026-10-13.","App memberships bought through a third-party app provider (Apple, Google) are billed by that provider; the Membership Terms do not say how to cancel them."]},"playbooks":{"cancel_service":{"company":{"id":"peloton","name":"Peloton","sector":"subscription","website":"https://www.onepeloton.com","account_url":"https://www.onepeloton.com/mymembership"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel in Account Settings (onepeloton.com/mymembership) or by calling Member Support. Access continues to the end of the paid period, with no prorated refund; committed plans stay owed to the end of the commitment.","evidence":["cancellation confirmation email or screenshot","date cancelled","membership type and billing date"],"steps":[{"do":"Sign in and cancel on the membership page in Peloton Account Settings.","channel":{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"If you cannot cancel online, call Peloton Member Support.","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"If you bought an App membership through a third-party app provider such as Apple or Google, that provider bills you; manage the subscription in that store's settings."},{"do":"Cancel before the next billing date. Save the confirmation."}],"channels":[{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"support-contact-page","type":"web_form","label":"Peloton Support Contact Us page","value":"https://support.onepeloton.com/s/contact-us?language=en_US","purposes":["billing_error","refund_request","cancel_service"],"notes":"Linked from the Membership Terms for billing errors. The page loads by JavaScript and showed an error to automated fetches on 2026-10-13. The Home Trial page says you can call or chat with Peloton Support to start a return.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Peloton legal notices (arbitration opt-out by certified mail, personally signed)","value":"Peloton Interactive, Inc., 441 Ninth Avenue, Sixth Floor, New York, NY 10001, Attn. Legal Department","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"\"To change or terminate your Peloton Membership, go to your Peloton Account Settings at https://www.onepeloton.com/mymembership\" or contact Peloton Member Support at 1-866-679-9129.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Memberships recur monthly or annually \"until it is canceled.\" Billing occurs at the beginning of each membership cycle. After a cancellation you may use the membership until the end of the then-current period, and it is not renewed after that.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"After a prepaid or Activation Code period ends, the membership \"will automatically continue on a month-to-month basis.\"","issues":["cancel_service","free_trial_conversion"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"For a Committed Membership Period (a commitment longer than one month), \"You will remain responsible for any outstanding fees for the remainder of the Committed Membership Period,\" even if you pay month to month.","issues":["cancel_service","early_termination_fee"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"A Peloton App Membership can be bought from Peloton or through a third-party app provider (Apple App Store and Google Play are named as examples). A Strength+ App Membership is sold through the Apple App Store.","issues":["cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service contain \"A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER\" (section 20). You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"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":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["legal-notice-mail"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges 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":["The membership page (onepeloton.com/mymembership) needs sign-in.","Peloton's support site (support.onepeloton.com) loads by JavaScript; automated fetches got an error page on 2026-10-13.","App memberships bought through a third-party app provider (Apple, Google) are billed by that provider; the Membership Terms do not say how to cancel them."],"security":{"official_domains":["onepeloton.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.905,"sources":{"primary":38,"reference":2,"other":2},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 90% of 42 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Peloton sells connected fitness hardware (Bike, Tread, Row, Guide) and recurring memberships (All-Access, Guide, Rental, App, Strength+). The Membership Terms and Terms of Service were last updated October 1, 2025. The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). Peloton's support site (support.onepeloton.com) loads by JavaScript and could not be read by automated fetches on 2026-10-13, so this file uses the Membership Terms, Terms of Service and the Home Trial page.","warnings":[]},"refund_request":{"company":{"id":"peloton","name":"Peloton","sector":"subscription","website":"https://www.onepeloton.com","account_url":"https://www.onepeloton.com/mymembership"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Membership fees are not prorated on cancellation. New hardware can be returned within 30 days of delivery under the Home Trial, minus a $150 (Bike, Bike+) or $250 (Tread, Row+) return fee.","evidence":["order number","delivery date","membership billing date","return pickup confirmation"],"steps":[{"do":"For a Home Trial hardware return, call or chat with Peloton Support within 30 days of the delivery date.","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"If you also want to stop the membership, cancel it on the membership page and keep the confirmation.","channel":{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"In New York, if you cancel within 14 days after the first charge at a new, higher price, ask for the pro rata refund of the unused portion."}],"channels":[{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"support-contact-page","type":"web_form","label":"Peloton Support Contact Us page","value":"https://support.onepeloton.com/s/contact-us?language=en_US","purposes":["billing_error","refund_request","cancel_service"],"notes":"Linked from the Membership Terms for billing errors. The page loads by JavaScript and showed an error to automated fetches on 2026-10-13. The Home Trial page says you can call or chat with Peloton Support to start a return.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Peloton legal notices (arbitration opt-out by certified mail, personally signed)","value":"Peloton Interactive, Inc., 441 Ninth Avenue, Sixth Floor, New York, NY 10001, Attn. Legal Department","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"If you cancel your Peloton Membership ... you will not be eligible for a prorated refund of any portion of the Peloton Membership fee.\"","issues":["refund_request","cancel_service"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The Home Trial lasts \"up to 30 days from your delivery date.\" It covers Bike, Bike+, Tread Flex, Tread Vision, Tread+ Vision and Row+, for first-time purchasers in the 48 contiguous U.S. states only.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"fee","claim":"Home Trial return fees: $150 for Bike and Bike+; $250 for Tread Flex, Tread Vision, Tread+ Vision and Row+. The refund is the full price minus the return fee. Assembly fees paid at purchase are non-refundable.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"policy","claim":"If you financed the purchase, after the return is processed you get the first installment back minus the return fee. Refunds are sent after the returned items are received; the page gives no timeframe.","issues":["refund_request"],"source":"https://www.onepeloton.com/home-trial","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service contain \"A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER\" (section 20). You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"},{"kind":"policy","claim":"Peloton recalled about 125,000 Tread+ treadmills on May 5, 2021 (CPSC recall 21-128). A full refund was available \"until November 6, 2022\"; returns after that date get a partial refund.","issues":["refund_request"],"source":"https://www.cpsc.gov/Recalls/2021/Peloton-Recalls-Tread-Plus-Treadmills-After-One-Child-Died-and-More-than-70-Incidents-Reported","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["legal-notice-mail"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges 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. 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The Membership Terms and Terms of Service were last updated October 1, 2025. The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). 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Give the date and amount of the charge.","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"Use the Contact Us page if you cannot reach Member Support by phone.","channel":{"id":"support-contact-page","type":"web_form","label":"Peloton Support Contact Us page","value":"https://support.onepeloton.com/s/contact-us?language=en_US","purposes":["billing_error","refund_request","cancel_service"],"notes":"Linked from the Membership Terms for billing errors. The page loads by JavaScript and showed an error to automated fetches on 2026-10-13. The Home Trial page says you can call or chat with Peloton Support to start a return.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"If Peloton does not correct it, dispute the charge with your card issuer."}],"channels":[{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. 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You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"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":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["legal-notice-mail"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges 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. 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You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. 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New York members may cancel within 14 days after the first charge at a higher price and get a pro rata refund.","evidence":["price change notice","last charge before the increase","first charge after it"],"steps":[{"do":"If you reject the new price, cancel before the next billing date.","channel":{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"do":"In New York, if you cancel within 14 days after the first charge at the higher price, ask for the pro rata refund of the unused portion.","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}}],"channels":[{"id":"membership-settings","type":"portal","label":"Peloton Account Settings, membership page (change or cancel membership)","value":"https://www.onepeloton.com/mymembership","purposes":["cancel_service","bill_increase"],"access":"login","notes":"Redirects to https://account.onepeloton.com/mymembership, which needs sign-in.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Peloton legal notices (arbitration opt-out by certified mail, personally signed)","value":"Peloton Interactive, Inc., 441 Ninth Avenue, Sixth Floor, New York, NY 10001, Attn. Legal Department","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"If the amount to be charged varies from the amount pre-authorized, Peloton gives \"notice of the amount to be charged and the date of the charge before the scheduled date of the transaction.\" This does not apply to sales tax changes. No number of days is stated.","issues":["bill_increase"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"New York consumers may cancel their subscription within at least 14 days after their first charge at a new, higher price ... with a pro rata refund for any unused portion of the subscription.\"","issues":["bill_increase","refund_request"],"source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Terms of Service contain \"A BINDING ARBITRATION AGREEMENT AND CLASS ACTION WAIVER\" (section 20). You may opt out of arbitration by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9).","source":"https://www.onepeloton.com/terms-of-service","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["legal-notice-mail"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges 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":["The membership page (onepeloton.com/mymembership) needs sign-in.","Peloton's support site (support.onepeloton.com) loads by JavaScript; automated fetches got an error page on 2026-10-13.","App memberships bought through a third-party app provider (Apple, Google) are billed by that provider; the Membership Terms do not say how to cancel them."],"security":{"official_domains":["onepeloton.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.905,"sources":{"primary":38,"reference":2,"other":2},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 90% of 42 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Peloton sells connected fitness hardware (Bike, Tread, Row, Guide) and recurring memberships (All-Access, Guide, Rental, App, Strength+). The Membership Terms and Terms of Service were last updated October 1, 2025. The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). Peloton's support site (support.onepeloton.com) loads by JavaScript and could not be read by automated fetches on 2026-10-13, so this file uses the Membership Terms, Terms of Service and the Home Trial page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"member-support-phone","type":"phone","label":"Peloton Member Support (cancel membership, billing errors, returns)","value":"+1-866-679-9129","purposes":["cancel_service","billing_error","refund_request"],"notes":"The Home Trial page also gives this number to start a return and to check whether an address qualifies for the trial. No hours are given on the Membership Terms page.","source":"https://www.onepeloton.com/membership-terms","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["legal-notice-mail"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges 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":["onepeloton.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.905,"sources":{"primary":38,"reference":2,"other":2},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 90% of 42 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Peloton — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/peloton.md","markdown":"## In short\n\nCancel a direct-billed Peloton membership in Account Settings (onepeloton.com/mymembership) or by calling Member Support at 1-866-679-9129, before the next billing date: access runs to the end of the paid period and there is no prorated refund. Report a billing error within 60 days of the billing date, because Peloton says it will not refund or credit one after that. New hardware can go back within 30 days of delivery under the Home Trial, minus a $150 or $250 return fee. No FTC or state attorney general action on Peloton memberships was found; the main government actions are CPSC matters on treadmill and bike safety.\n\n## How complaints actually go\n\n- The Membership Terms (updated October 1, 2025) give two cancel routes: Peloton Account Settings at onepeloton.com/mymembership, or Peloton Member Support at 1-866-679-9129. Billing errors go to Member Support or the Contact Us page. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- To start a Home Trial return, Peloton says to call 866-679-9129 or chat with Peloton Support. Its support site, support.onepeloton.com, loads by JavaScript. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- The Terms of Service contain a binding arbitration agreement and class action waiver (section 20). You can opt out only by a notice \"personally signed by you, by certified mail\" (sections 20.2 and 20.9). [Peloton Terms of Service](https://www.onepeloton.com/terms-of-service)\n- Membership billing claims have gone to arbitration. In Skillern v. Peloton (S.D.N.Y., No. 1:21-cv-06808, filed August 12, 2021), members said Peloton charged unlawful sales tax on subscriptions in New York, Massachusetts and Virginia. On August 29, 2022 Judge Edgardo Ramos granted Peloton's motion to compel arbitration. [Top Class Actions, September 1, 2022](https://topclassactions.com/lawsuit-settlements/consumer-products/health-fitness/1029146-peloton-members-charged-unlawful-sales-tax-class-action-alleges/)\n- CourtListener lists the Skillern case as stayed pending arbitration (August 29, 2022) and terminated on October 17, 2025. [CourtListener docket search](https://www.courtlistener.com/api/rest/v4/search/?q=Fishon%20Peloton&type=r)\n- In the \"ever-growing library\" false-advertising suit (Passman v. Peloton, S.D.N.Y.), subscribers said Peloton kept advertising a growing class library after it removed classes. In May 2023 Judge Lewis Liman refused to let it go forward as a class action because \"individual issues predominated.\" The article reports no settlement; the current status of the individual claims was not confirmed. [Pelo Buddy, May 6, 2023](https://www.pelobuddy.com/?p=18900)\n- CPSC civil penalty: on January 5, 2023 Peloton agreed to pay a $19,065,000 civil penalty to settle CPSC charges that it knowingly failed to report the Tread+ defect immediately and knowingly distributed 38 recalled Tread+ treadmills. The Commission provisionally accepted the settlement 4-0, subject to public comment. Peloton must keep an enhanced compliance program and file annual compliance reports for five years. [CPSC release 23-087](https://www.cpsc.gov/Newsroom/News-Releases/2023/Peloton-Agrees-to-Pay-19-Million-Civil-Penalty-for-Failure-to-Immediately-Report-Tread-Treadmill-Entrapment-Hazards-and-for-Distributing-Recalled-Treadmills)\n- Peloton's quarterly report for the quarter ended December 31, 2025 says it settled with the CPSC in December 2022 for a \"$19.1 million civil penalty\". It also reports a rear guard repair for the recalled Tread+ (announced May 18, 2023), the May 11, 2023 recall of the Original Series Bike (free replacement seat post), and a subpoena from the Department of Justice and Department of Homeland Security about its obligations under the CPSA, with no status given. That note (Note 8, Commitments and Contingencies) covers stockholder lawsuits, the CPSC matters and the subpoena, and names no FTC or state attorney general proceeding. [Peloton Form 10-Q, quarter ended December 31, 2025](https://www.sec.gov/Archives/edgar/data/1639825/000163982526000008/pton-20251231.htm)\n\n## What tends to work\n\n- Cancel online in Account Settings and keep the confirmation. Do it before the next billing date: after a cancellation you keep access to the end of the current period, and there is no prorated refund. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Report a wrong membership charge within 60 days of the billing date. Peloton says it \"will not issue refunds or credits after the expiration of this 60-day period,\" except where law requires. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- New York members may cancel within at least 14 days after the first charge at a new, higher price and get a pro rata refund of the unused portion (see rule `ny-automatic-renewal-law`). [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- California's automatic renewal law requires online cancellation for subscriptions bought online (rule `ca-automatic-renewal-law`). [Cal. Bus. & Prof. Code 17602](https://california.public.law/codes/business_and_professions_code_section_17602)\n- To return new hardware, call or chat with Peloton Support within 30 days of the delivery date. The Home Trial covers Bike, Bike+, Tread Flex, Tread Vision, Tread+ Vision and Row+ for first-time purchasers in the 48 contiguous states. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- Tread+ recall (May 5, 2021, about 125,000 units): a full refund was available until November 6, 2022; returns after that date get a partial refund. [CPSC recall 21-128](https://www.cpsc.gov/Recalls/2021/Peloton-Recalls-Tread-Plus-Treadmills-After-One-Child-Died-and-More-than-70-Incidents-Reported)\n\n## Traps and fine print\n\n- A Committed Membership Period (a commitment longer than one month) stays owed after you cancel: \"You will remain responsible for any outstanding fees for the remainder of the Committed Membership Period,\" even if you pay month to month. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Prepaid and Activation Code memberships \"automatically continue on a month-to-month basis\" when the prepaid period ends. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- A trial converts to a paid membership if you do not cancel before it ends, and a payment method may be required to start one. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Price changes: Peloton gives notice of a changed charge amount and its date before the charge, but the terms set no minimum number of days. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n- Home Trial refunds are not full: the return fee is $150 for Bike and Bike+ and $250 for Tread Flex, Tread Vision, Tread+ Vision and Row+, and assembly fees are non-refundable. Addresses in Alaska, Hawaii, Puerto Rico and other remote areas do not qualify. [Peloton Home Trial](https://www.onepeloton.com/home-trial)\n- App memberships can be bought through a third-party app provider (Apple App Store and Google Play are named), and Strength+ is sold through the Apple App Store. Those are billed by the store, not Peloton. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n\n## By the numbers\n\n- By the time Peloton told the CPSC about the Tread+ hazard, it had received more than 150 reports of people, pets or objects pulled under the rear of the treadmill, including the death of a child and 13 injuries. [CPSC release 23-087, January 5, 2023](https://www.cpsc.gov/Newsroom/News-Releases/2023/Peloton-Agrees-to-Pay-19-Million-Civil-Penalty-for-Failure-to-Immediately-Report-Tread-Treadmill-Entrapment-Hazards-and-for-Distributing-Recalled-Treadmills)\n\n## Scams that target customers\n\n- No Peloton page about impersonation scams or phishing was found on 2026-10-13; Peloton's security page covers only vulnerability reports from security researchers. [Peloton: security](https://www.onepeloton.com/security)\n- Peloton's membership page is on its own domain (onepeloton.com/mymembership, which goes to account.onepeloton.com), and its published Member Support number is 1-866-679-9129. Use only these, typed in yourself, for account or billing questions. [Peloton Membership Terms](https://www.onepeloton.com/membership-terms)\n"},"guide":{"key":"subscription","title":"Subscriptions — how complaints work","last_verified":"2026-10-12","file":"guides/subscription.md","page":"https://escalate.alexgaoth.com/#/guides/subscription"}}