Virgin Active Key West Mall

I signed up at Virgin Active Key West Mall in Dec , I was advised that kids under 7years enter for free. To my surprise when I when there with my daughter I was advised that she has to pay a membership fee. I then requested to cancel since I was still within the cooling-off period and they still haven't refunded me my joining fee till to date. They keep on sending me from pillar to post when I want to speak to the administrator, as I was advised that she deals with refunds