Note: For guidance on how to stay compliant with the FTC’s updated Click to Cancel rules, see FTC Click-to-Cancel Compliance: What WellnessLiving Businesses Need to Know.
You can cancel a client’s membership from the Passes & Memberships page on the client’s profile or from the Edit Purchase Option page. Canceling a membership stops all future billing and access, and you'll have the option to apply a refund during the cancellation process.
Clients may ask to put the membership on hold for future use or convert it to a different Purchase Option upon expiration. For business that allow clients to cancel, clients can cancel their own membership from the My Schedule section of the Client Portal or Achieve Client App.
Staff members with the Receive membership cancel notification staff role permission are sent a notification when a client cancels their membership.
Key tips
You can allow clients to use the remaining visits on a membership after it’s been canceled.
When a membership is canceled, any upcoming visits already booked and paid with that membership remain in the client's upcoming schedule.
Canceling a client’s membership stops auto-payments after the deactivation date. If the membership has an outstanding balance from a failed auto-payment, the amount appears in the Amount Owed column of the membership’s payment schedule.
To cancel the membership, remove any holds or wait until the hold period ends.
Cancel a client’s membership from the Passes & Memberships page
To cancel a client’s membership from the Passes & Memberships page, follow these steps:
On the Top Nav Bar, click the Search
button, enter the client’s information, and click their name.In the side menu, click Account > Passes & Memberships.
In the list, find the membership you want to cancel. Use the Search option or add filters to easily find it.
In the Action column, click the Action button
and select Cancel membership.On the Cancel membership page, complete the following sections as required:
Cancellation date
The current date is automatically added for you.
If you select a future date, new visits will be added to the membership based on the attendance restrictions until the cancellation date.
Cancellation fee
The default cancellation fee for the membership is automatically added for you. You can enter a different amount in the field if necessary.
This option is only available when the Charge a cancellation fee option is selected in the membership advanced settings.
Reason for cancellation
Select the reason for membership cancellation from the drop-down menu.
You can add a custom reason by clicking the Add reason button at the bottom of the drop-down menu, entering the new reason, and clicking the Save
button.You can click the Edit button beside a reason to modify its name. If the reason for cancellation needs to be deleted, and if the reason has never been used, you can click the Delete button to remove it.
If necessary, enter any additional information about the membership cancellation in the text box. This information will be displayed in a cancellation notes tooltip in the Details column on the client’s Passes & Memberships page.
Remaining Visits After Cancellation
This option is only available when the Staff member can choose whether a client can use remaining visits after membership cancellation option is selected in the membership advanced settings.
Choose whether you want to allow the client to use their remaining visits after the membership is canceled. Your options are:
Do not allow client to use remaining visits after cancellation date
Allow client to use remaining visits after cancellation date
Upcoming Visits After Cancellation
This option is only available when the client’s membership has upcoming paid visits.
Choose whether to mark upcoming visits as Paid or Not Paid after the membership is canceled. Your options are:
Mark upcoming visits as Not Paid after cancellation date
Keep upcoming visits as Paid after cancellation date
Client Notifications
Choose whether to notify the client of the cancellation. You can customize the notification that will be sent.
Send email notification – Set this option to ON to notify the client via email. To customize the email, click the Edit
button.Send SMS notification – Set this option to ON to notify the client via SMS message. To customize the SMS message, click the Edit
button.Send push notification – Set this option to ON to notify the client via push notification. To customize the push notification, click the Edit
button.
Click Cancel membership.
Cancel a client’s membership from the Edit Purchase Option page
To cancel a client’s membership from the Edit Purchase Option page, follow these steps:
On the Top Nav Bar, click the Search
button, enter the client’s information, and click their name.In the side menu, click Account > Passes & Memberships.
In the list, find the membership you want to cancel. Use the Search option or add filters to easily find it.
In the Action column, click the Action button
and select Edit Purchase Option.In the Advanced Settings, under Termination, select Terminate.
Set the date when you want the membership to be canceled.
Click Save for [Client Name].