Cancel a membership
On the guest profile, click the Memberships tab.
Click the name of the membership you want to cancel.
Click Cancel.
Specify the following dates:
Field
Description
Default value
Collection and Membership status
Cancel On
Date from which you want to stop the collections for the membership.
Current date
Collection status: Canceled.
Membership status:
Canceled if the termination date is on the current date and there is no grace period
Active if the termination date is in the future
Terminate On
Date from which you want to stop the guest from using the remaining membership benefits.
Note
If your organization has enabled a cancellation offset, this date is displayed based on the offset duration.
Cancellation date
Collection status:Canceled.
Membership status: Canceled after termination if there is no grace period.
Grace Period ends on
Date when the grace period ends. The grace period is an additional duration beyond the termination date during which members can still redeem or convert benefits. Guests cannot redeem or convert benefits after this date.
N/A
Collection status: Canceled.
Membership status: Canceled after the grace period ends.
Select a reason for cancellation and add useful notes in the comments.
Click Save.
Example
John has a monthly membership at your center and the collection day for the membership is the 18th of every month. He walks into the center on May 03 and requests Anna, the front-desk staff to cancel the membership. The following scenarios illustrate membership and collection statuses at different stages.
Scenario 1: With a grace period
Anna cancels the membership and sets the following dates:
Cancel On: May 03
Terminate On: May 13
Grace Period ends on: Jun 03
May 03 | May 13 | June 03 | June 04 | |
|---|---|---|---|---|
Collection status | Canceled | Canceled | Canceled | Canceled |
Future payments to be done | None | None | None | None |
Membership status | Active | Active | Active | Canceled |
Can redeem and convert benefits | Yes | Yes | Yes | No |
Scenario 2: Without a grace period
Anna cancels the membership and sets the following dates:
Cancel On: May 03
Terminate On: May 13
May 03 | May 13 | May 14 | |
|---|---|---|---|
Collection status | Canceled | Canceled | Canceled |
Future payments to be done | None | None | None |
Membership status | Active | Active | Canceled |
Can redeem and convert benefits | Yes | Yes | No |
If you do not see the Cancel button, talk to your manager.
You cannot cancel a frozen membership that has cancellation rules enabled. This is applicable only to businesses that have enabled the Fitness module.
If you cancel an inactive membership:
The termination date is set to the cancellation date.
The membership cannot be reinstated.
Cancel a membership with a prorated fee
On the guest profile, click the Memberships tab
Click the name of the membership you want to cancel.
Click Cancel.
Specify the following details:
Field
Description
Cancel On
Select the date from which you want to stop the collections for the membership. The default value is set to the current date, but you can change it to a later date. The status for Collection Status is set to Cancelled.
Terminate On
Displays the termination date that is based on the defined offset.
Cancel Prorated Fee
Click to cancel the prorated fee and edit the termination date.
Last Prorated Fee
Displays the applicable prorated fee. You can cancel this.
Select a reason for cancellation and add useful notes in the comments.
Click Save.
If you do not see the Cancel or Cancel Prorate Fee buttons, talk to your manager.
You cannot cancel a frozen membership that has cancellation rules enabled. This is applicable only to businesses that have enabled the Fitness module.
If you cancel an inactive membership:
The termination date is set to the cancellation date.
The membership cannot be reinstated.
Cancel an unbilled membership
If a guest who has recently purchased a membership but hasn't made the first payment yet wants to cancel the membership, the process to cancel the membership is different from the usual.
Go to the Guest Details page.
Go to the Payments tab.
Identify the invoice number of the first payment, which has not been made yet.
Close the Guest Details page.
On Appointment Book, click on an empty block to bring up the context menu, and then select Search Invoice No/Receipt No.
The Search for an invoice or a receipt dialog box appears.
Click Delete.
The Invoice Delete dialog box appears.
Select the appropriate reason and enter the description in the Comments box.
Click Delete.
On the Search for an invoice or a receipt dialog box, click OK.
The membership is cancelled and does not appear in the Memberships tab of the Guest Details page.
Cancel an inactive membership
On Appointment Book, search for the guest, and then open the Guest Details page.
The Guest Details page appears.
Go to the Memberships tab.
In the Membership column, click the membership name.
The Membership Details page appears.
Click Cancel.
The Cancel dialog box appears.
Enter the required information.
Click Save.
When you cancel an inactive membership:
The termination date is set to the cancellation date.
The cancellation date cannot be beyond the start date of the membership.
The membership cannot be reinstated.
Tip
You can view the list of canceled memberships, on the Membership Status report with the Status filter set to Cancelled.
Cancel a recurring membership
Available to: Marketing Manager, Manager, Zonal Manager, and Owner.
You may cancel a membership on the guest's request to stop the collection status.
Note
Your guests cannot cancel memberships with pending dues. To allow this, at the organization level, enable the Allow cancellation of memberships with open invoices setting.
Important
If you want to cancel a membership, but allow the customer to use any remaining benefits (credits, discounts, or remaining services) for a certain period of time, be sure to set up the Terminate On date (explained in the steps below) to the correct date.
At the organization level, click the Appointment icon.
On the guest's profile, click the Memberships tab.
Click the name of the membership that you want to cancel.
On the membership details window, click Cancel.
Note
If you don't see the Cancel button, you do not have permission to cancel memberships. Contact your manager or administrator.
On the Cancel dialog, enter the following details:
Cancel On: Select the date from which you want to stop the collections for the membership. The default value is set to the current date, but you can change it to a later date.
The status for Collection Status is set to Cancelled.
Terminate On: Select the date from which you want to stop the guest from using the remaining membership benefits. The default value is set to the date of cancellation, but you can change it to a later date.
The status for Membership Status remains Active until the termination date is passed, then it changes to Cancelled.
Example: If you select Jan 1 as the cancellation date and Feb 1 as the date of termination, the collections stop from Jan 1, but the guest can use membership benefits until Feb 1.
Buy-out fee: Fees a guest must pay to cancel a membership during its lock-in period.
Reason: Select a reason for the cancellation from the list. The reasons in the list are created at the organizational level.
Comments: Type any useful notes around this cancellation. You can see these notes in the Appointments report.
Reinstate a cancelled membership
A guest might request you to reinstate a cancelled membership that has not expired. For example, a guest has a 12-monthly membership plan but requests you to cancel the membership after 7 months. Later, the guest may request you to reinstate the membership after 9 months.
On the guest profile, click the Memberships tab.
Locate the cancelled membership the guest wants you to reinstate and click the membership name.
Click Reinstate.
If you do not see the Reinstate button, talk to your manager.