Cancel a Membership

Overview

The default setting is that a Customer who wants to cancel their Membership must contact the Club staff. For a Customer to cancel their Membership, they can click on the “Cancel Membership” button at the bottom of the Membership page in the App.

Once clicked, the "Cancel your Membership" message will appear.

When staff receives a request to cancel a Customer's Membership, they will:

• Navigate to the Customer page of the Dashboard
• Search for the Customer in question
• Click into the Customer’s Profile
• Scroll down to the Membership in the Overview tab of the side panel
• Click on the pencil icon next to the blue Membership flag
• Notice a new Membership side panel pops up
• Click on Cancel

Commitment and Notice Periods

When a Customer cancels a Membership, two policies determine when the cancellation takes effect:

1. Minimum Commitment
2. Minimum Notice

The system default is a 60-day Minimum Commitment and a 30-day Minimum Notice. To change either setting for your Club's Memberships, someone with the Owner Role will need to go to the Membership page of the Dashboard and edit this per Membership type.

Minimum Commitment Period

This is the number of days a Customer must hold a Membership before they're allowed to cancel it. Example, with Minimum Commitment set to 60 days:

• Customer A joins on April 14th and is billed on the 14th of every month. They request to cancel on May 5th, after holding the Membership for only 21 days. Since they haven't reached the 60-day Minimum Commitment, they're charged once more on May 14th, and the Membership cancels on June 14th, the date they cross the 60-day threshold.
• Customer B is billed on the 14th of every month and has been subscribed for a year when they cancel on May 5th. Since they've already passed the 60-day Minimum Commitment, the Membership cancels on May 14th with no further charge.

Minimum Notice Period

This is the number of days before the next billing date that a cancellation must be requested in order to take effect without one more charge. Example, with Minimum Notice set to 20 days:

• Customer A is billed on the 14th of every month and cancels on May 5th, 9 days before the May 14th charge. Since that's short of the 20-day notice, the Membership is charged again on May 14th and cancels on June 14th.
• Customer B is billed on the 30th of every month and cancels on May 5th, 25 days before the May 30th charge. Since that clears the 20-day notice, the Membership cancels on May 30th with no further charge.

Minimum Commitment and Minimum Notice Together

Most Memberships have both policies active at once, and a cancellation has to clear both before it takes effect.

Example, with a 60-day Minimum Commitment and a 30-day Minimum Notice:

• Customer A is billed on the 10th of every month, joined on March 10th, and cancels on May 5th. They reach the 60-day Minimum Commitment on May 10th, but only gave 5 days of notice before that charge, short of the 30-day Minimum Notice. They're charged once more on May 10th, and the Membership cancels on June 10th.
• Customer B is billed on the 8th of every month, joined on April 8th of the prior year, and cancels on February 4th. They've long since cleared the Minimum Commitment, but only gave 4 days of notice before the February 8th charge, short of the 30-day Minimum Notice. They're charged once more on February 8th, and the Membership cancels on March 8th.

When the Club staff tries to cancel a Customer's Memebrship, they will see a notification and message about the Minimum Commitment and Minimum Notice.

Switching Memberships

If a Customer switches from one Membership to another, the Minimum Commitment resets. They must hold the new Membership for its full Minimum Commitment period before they're eligible to cancel it.

Example: Customer A holds Membership X for 45 days, then switches to Membership Y. The Customer now has to meet Membership Y's Minimum Commitment before they can cancel.

Click-to-Cancel Button

If you want to give Customers the ability to cancel their own Membership, without needing to contact Club staff, you can turn update the cancellation settings for Memberships tab of the Company Settings page. Only a Profile with the Owner Role can view and edit the Company Settings page.

Once updated, Customers can cancel their Membership from the App. If there is a Minimum Commitment or Minimum Notice period, these will apply.

Giving your Customers the ability to cancel their Membership withour needing to contact the Club is a legal requirement in some states. Make sure you perform plenty of due diligence on your local regulations.