Equinox customer service can help with gym memberships, cancellations, billing, freezes, account access, club complaints, personal training, Pilates, classes and other member-service questions. For an issue involving a specific Equinox location, the club’s General Manager is often the best first contact.
How to Contact Equinox Customer Service
- Equinox customer service: 1-866-332-6549
- General phone hours: Monday-Friday, 8:00 AM-8:00 PM Eastern Time; holiday hours may vary
- Member Concierge: concierge@equinox.com
- Membership cancellation email: cancellations@equinox.com
- Contact page: Equinox Contact Us
- Member FAQ: Equinox Membership FAQ
- Member policies: Equinox Member Policies
- Mailing address: Equinox, 31 Hudson Yards, New York, NY 10001
- Official website: Equinox.com
For a problem involving one specific gym, class, trainer, locker room, amenity or employee interaction, contact the club directly and ask for the General Manager.
Best Equinox Support Route by Issue
- Cancel a membership: Use your Equinox.com account, email cancellations@equinox.com, contact Equinox Concierge, or follow another cancellation method allowed by your Membership Agreement.
- Billing or account balance: Contact your club’s General Manager or email concierge@equinox.com.
- Freeze a membership: Contact your club or Equinox Concierge and ask which freeze terms apply to your Membership Agreement.
- Club complaint: Start with the General Manager at the location involved.
- Personal training or Pilates issue: Contact the club promptly, especially when changing or cancelling a scheduled session.
- Class reservation: Manage the booking through the EQX+ app and observe the applicable cancellation deadline.
- Payment-method update: Use Membership & Billing in the EQX+ app or your Equinox online account.
- Membership upgrade or downgrade: Contact your club or Equinox Concierge.
Information to Have Before Contacting Equinox
- Name and email address on the membership
- Home Equinox club
- Membership type or access level
- Membership Agreement, when available
- Billing date and amount for a charge dispute
- Cancellation or freeze request date
- Copies of cancellation confirmations or emails
- Trainer, class or service involved when relevant
- Dates of previous conversations with club management
- The specific resolution requested
How to Cancel an Equinox Membership
Equinox currently provides several ways to request cancellation.
Members may cancel:
- Through their account on Equinox.com
- By emailing cancellations@equinox.com
- In person with an Equinox club manager
- By phone through Equinox Concierge
- By mail according to the instructions in the Membership Agreement
Cancellation requirements and notice periods are not identical for every member. They can vary by state, membership agreement and applicable law.
Before cancelling:
- Review your current Membership Agreement.
- Check the next billing date.
- Use a cancellation method accepted for your membership.
- Save written confirmation of the cancellation request.
- Verify the effective cancellation date.
- Continue reviewing your billing statements until recurring dues stop.
Equinox Cancellation Rules Can Vary by State
Equinox specifically states that cancellation notice periods vary by state and that members in some states may have additional ways to cancel.
Certain state laws may also provide additional rights following a membership-dues increase or under other circumstances.
Because of these differences, do not rely on an old online post that claims every Equinox member must provide the same number of days’ notice.
Your Membership Agreement and the laws applicable to your club determine the requirements for your membership.
If you need a copy of your Membership Agreement, contact concierge@equinox.com.
Equinox Membership Billing Questions
For questions about a current balance, Equinox directs members to their club’s General Manager or Equinox Concierge.
Members can also review account information through the EQX+ app.
To update a payment method in the app:
- Open the EQX+ app.
- Open the account menu.
- Select Membership & Billing.
- Find Payment on File.
- Select the option to edit the payment method.
Members can also download invoices and check-in history through Membership & Billing.
For a disputed charge, record:
- Charge date
- Amount
- Whether it is membership dues or another Equinox service
- Any cancellation or freeze dates that may affect the charge
Ask for written confirmation of any promised credit, refund or adjustment.
How to Freeze an Equinox Membership
Equinox provides membership-freeze options subject to its Membership Policies and individual Membership Agreements.
A freeze can be useful when a member temporarily cannot use the club but does not want to terminate membership entirely.
Freeze requests can be made:
- In person at an eligible Equinox club
- By emailing concierge@equinox.com
Medical freezes may require documentation from an appropriate medical provider. Other freeze rights and requirements depend on the Membership Agreement and applicable law.
Equinox currently states that freezes cannot be applied retroactively.
A freeze may also be unavailable if:
- The account has a past-due balance
- The membership is not in good standing
- The membership is part of certain payroll-deducted or subsidized corporate programs
- The membership is a short-term membership
Ask Equinox to confirm the freeze start date, end date and any charges before completing the request.
Using Equinox While a Membership Is Frozen
A frozen membership generally does not permit normal club access.
Equinox states that checking in to a club while the membership is frozen can cause the membership to return to active status and a prorated amount of dues to be added to the account.
Certain areas or services that are open to non-members may still be accessible according to their own rules.
Locker, laundry and certain ancillary-service charges or expiration dates also may not pause simply because the main membership is frozen.
Equinox Personal Training and Pilates Cancellation
Personal training, Pilates and nutrition-counseling sessions have their own cancellation rules.
Equinox currently requires at least 24 hours’ notice to cancel or reschedule a standard session without losing it.
If a member:
- Cancels with less than 24 hours’ notice
- Reschedules too late
- Does not attend the appointment
the full session cost can be charged or the session can be forfeited.
Purchased sessions are generally final and nonrefundable except where required by law or expressly provided by the applicable agreement.
Equinox also states that unused sessions generally expire when the membership ends or six months after purchase, whichever occurs first, unless a different rule is required or provided in writing.
Equinox Spa Appointment Cancellation
Equinox spa treatments also generally require at least 24 hours’ notice to cancel or reschedule.
Late cancellation or failure to attend can result in the full treatment cost being charged.
Current policies also provide for a 20% gratuity on treatments unless the gratuity is adjusted according to Equinox’s procedure.
If you need to change an appointment, contact the club or spa before the 24-hour deadline rather than waiting until the day of the treatment.
Equinox Group Fitness Class Cancellation
Standard Equinox group fitness classes use a different cancellation window from personal training.
A class reserved through the app can generally be cancelled up to 90 minutes before its scheduled start time.
If a member repeatedly reserves classes and does not cancel or attend, Equinox can temporarily restrict advance booking.
Current policy states that after three missed bookings within a 30-day period, the member can be limited for seven days to booking only within 90 minutes of the class start time.
This policy helps prevent unused reservations from blocking other members from attending.
Equinox Premium Class Cancellation
Certain premium classes, including participating Reformer Pilates classes, use separate rules and may require an additional fee beyond membership dues.
Current Equinox policy generally requires cancellation at least 24 hours before a Premium Class.
Cancelling later, failing to arrive as required or missing the class can result in forfeiting the purchased class without refund or credit.
Premium Class purchases are generally final, nonrefundable and nontransferable except where required by law.
Check the EQX+ app for the terms associated with the specific class before booking.
Equinox Club Complaints
Many Equinox complaints are best handled first at the individual club.
Ask for the General Manager if your concern involves:
- Club cleanliness
- Broken or unavailable equipment
- Locker rooms, showers, steam rooms or saunas
- Pool or amenity access
- Class scheduling
- Staff conduct
- Personal training
- Guest access
- Check-in problems
- Club hours
If the General Manager does not resolve the issue, contact Equinox Concierge at concierge@equinox.com or call 1-866-332-6549.
Keep dates, names and written responses when escalating a recurring issue.
Equinox Guest Passes
Guest privileges depend on membership and club access.
Equinox currently says new members receive two guest passes that replenish annually according to use.
Members can review and share available guest passes through the EQX+ app.
The member generally must accompany the guest, and the guest must:
- Check in at the front desk
- Provide proper photo identification
- Complete the required guest waiver
Some clubs can restrict guest hours.
When complimentary passes are unavailable, members may be able to purchase a Day Pass at the front desk for an eligible guest.
Equinox Gift Cards and Member Rewards
Purchased Equinox gift cards currently have no expiration date, service charges or dormancy fees.
Promotional and complimentary rewards can have different rules. Certain complimentary gift cards and referral rewards currently expire 90 days after issuance.
Equinox gift cards may be usable for qualifying services such as:
- Personal Training
- Pilates
- Spa services
- Eligible purchases at The Shop
Using a gift card on The Shop’s online store can require converting the card to online Shop credit. Equinox warns that this conversion cannot be reversed.
How to Escalate an Equinox Complaint
- For a club-specific issue, start with the General Manager.
- For account, billing or membership help, email concierge@equinox.com.
- For a cancellation problem, use cancellations@equinox.com or another approved cancellation method.
- Call 1-866-332-6549 when telephone assistance is needed.
- Explain the issue in a short timeline and identify the club involved.
- Keep membership agreements, billing statements and cancellation or freeze confirmations.
- Ask for written confirmation of any promised account correction, credit or membership change.
Equinox Reviews and Complaints
CustomerServiceNumbers.com currently displays an Equinox rating of 0 out of 5 stars based on 0 reviews.
There are currently no customer reviews on this page, so there is not enough CustomerServiceNumbers.com feedback to identify reliable positive or negative customer-service trends involving Equinox facilities, membership contracts, billing, cancellations, training or club staff.
What to Include in an Equinox Review
Helpful reviews can describe:
- Club location
- Membership or billing issue
- Cancellation experience
- Membership freeze
- Facility or equipment problem
- Class or personal-training issue
- General Manager or Concierge response
- Whether the promised resolution was completed
Privacy Warning for Equinox Reviews
Do not publish your membership number, home address, telephone number, email address, payment information, account password, private medical documentation or other sensitive personal information in a public review.
Do not post locker-room photos or images of other Equinox members without permission.
Provide membership, billing and health information privately through official Equinox support channels.
Related Gym and Fitness Customer Service Pages
- Life Time Customer Service
- LA Fitness Customer Service
- NYSC Customer Service
- XSport Fitness Customer Service
Equinox Corporate Office Information
For additional headquarters and corporate contact information, see the Equinox Corporate Office Headquarters page.
Equinox currently lists its mailing address as:
Equinox
31 Hudson Yards
New York, NY 10001
Routine membership, billing, cancellation and local-club complaints should generally begin with the appropriate Equinox member-support route or club manager rather than the corporate office.
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Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information website and is not affiliated with Equinox Holdings, Inc., Equinox Fitness, any Equinox club or any affiliated company. Equinox does not provide customer support through this website.
Phone numbers, support hours, membership pricing, cancellation requirements, freeze policies, class rules and ancillary-service terms can change. Review your current Membership Agreement and Equinox’s official policies for decisions concerning a specific membership or account.