Quebec fitness company threatened to ‘blacklist’ B.C. customer who sought refund: regulator

An undated file photo shows a man using weights at a gym.

A Quebec-based fitness company allegedly threatened to “blacklist” a B.C. customer from “all major carriers and partners” after she requested a refund, according to an agreement between the company and a B.C. regulatory agency.

Consumer Protection B.C. published its agreement with Hajex Limited, which does business as Hajex Fitness, on its website last week. The undertaking is dated May 19.

According to the document, CPBC received a complaint from a consumer who had sought a refund from Hajex after her order was not delivered within 30 days.

The woman had sent the company a cancellation request under B.C.’s Business Practices and Consumer Protection Act, which required Hajex to provide a refund within 15 days.

Hajex did not do so. Instead, CPBC’s inspector alleged, the company told the customer that its policy passed the liability for ordered items to buyers once the items are handed over to a shipping company.

“In fact, no such policy exists or is available to consumers on the respondent’s website,” the document reads.

The company also told the customer she could not use the B.C. contract cancellation form that she submitted to them, and must use a Quebec form instead. This was a violation of the BPCPA, according to the regulator.

“They threatened the consumer on Feb. 24, 2026, stating they would take the consumer to court and ‘blacklist’ her from all major carriers and partners should she pursue her legal rights,” the undertaking reads.

According to the document, the regulator agreed to terminate its inspection of Hajex in exchange for the company agreeing to the terms of the undertaking. These terms included promising not to threaten legal action or blacklisting when responding to customers who submit cancellation requests, as well as updating all of its relevant policies by June 15 and paying $500 to the regulator’s Consumer Advancement Fund and $820 to offset the costs of the inspection.

“Upon breach of any term of this undertaking, the director (of CPBC) may, at their discretion, revive the inspection and proceedings mentioned herein,” the document reads.