Enable centers to override membership cancellation & termination rules
Overview
If your organization operates centers across multiple states, countries, or jurisdictions, you may need different membership cancellation notice periods or termination date logic at different locations. The Center-Level Override feature allows individual centers to define their own cancellation offset and termination date rules, overriding the organization-level defaults — while centers that don't need custom rules continue to inherit the organization settings automatically.
This feature introduces two independent toggles at the center level:
Override organization cancellation offset rules — Lets a center set its own minimum notice period (in days) before a cancellation can take effect.
Override organization termination rules — Lets a center choose its own method for calculating the membership termination date (the date the membership actually ends).
These toggles work independently. A center can override one, both, or neither.
Key concepts
Term | Definition |
|---|---|
Cancellation Offset | The minimum number of days between when a member requests cancellation and the earliest date the cancellation can take effect. For example, a 30-day offset means the earliest cancellation date is 30 days from the request. |
Termination Date | The date the membership actually ends and the member loses access to services. This is calculated based on the termination method applied to the selected cancellation date. |
Inheritance | When a center does not have an override enabled, it automatically uses the organization-level setting. |
Termination date methods:
Method | How It Works |
|---|---|
Fixed offset from cancellation date | Termination occurs a set number of days after the cancellation date (e.g., cancellation date March 1 + 30 days = termination March 31). |
End of billing cycle | Termination occurs at the end of the member's current billing cycle following the cancellation date. |
Fixed/specific date | Termination occurs on a specific calculated date based on configured logic (e.g., end of month, end of contract term). |
Configuration and setup
Any user with existing membership configuration access can view, enable, disable, and configure center-level overrides. No new permissions or roles are required.
Configure center-level overrides
Step 1: Navigate to the center's cancellation rules
At the center level, go to Configuration > Memberships.
Navigate to Membership Configuration > Cancellation Rules.
You will see two toggle sections:
"Override organization cancellation offset rules"
"Override organization termination rules"
Both toggles are OFF by default, meaning the center inherits organization-level settings.
Step 2: Configure the cancellation offset override (optional)
Toggle "Override organization cancellation offset rules" to ON.
A configuration field appears: Cancellation Offset (Days).
Enter the number of days for this center's notice period (accepted values: 0–365, whole numbers only).
A value of 0 means no minimum notice period — members can cancel effective immediately.
A value of 365 means members must provide a full year's notice.
Click Save.
Note: The field starts blank when the toggle is enabled. It is not pre-populated with the organization-level value. You must enter a value before saving.
Step 3: Configure the termination rules override (optional)
Toggle "Override organization termination rules" to ON.
A configuration section appears with three options:
Fixed offset from cancellation date — If selected, enter the number of days in the "Termination Offset (Days)" field that appears.
End of billing cycle — No additional fields required. The membership will terminate at the end of the member's billing cycle following the cancellation date.
Fixed/specific date — If selected, complete the date logic configuration fields that appear (identical to the organization-level setup).
Select one method and complete any required sub-fields.
Click Save.
Note: All fields start blank when the toggle is enabled. You must select a termination method and complete all required sub-fields before saving.
Step 4: Save and Verify
If both overrides are enabled, both must be fully and validly configured for the save to succeed. If either section has a validation error, the entire save is blocked.
On successful save, a confirmation message appears: "Center override settings saved successfully."
You can verify the saved configuration by reloading the page — all toggle states, values, and selections will be preserved.
How to disable a Center-level override
Navigate to Select Center > Configurations > Membership Configuration > Cancellation Rules.
Toggle the relevant override switch to OFF.
Click Save.
The center will immediately revert to using the organization-level setting for all future cancellation requests.
Important: Already-scheduled cancellations that were processed using the center-level rules will not be changed. Only new cancellation requests going forward will use the organization-level rules.
Re-enable a previously disabled override
Toggle the override switch back to ON.
The configuration fields will appear blank — previously configured values are not restored.
Enter the new configuration from scratch and click Save.
Validation rules
The system prevents incomplete or invalid configurations from being saved:
Scenario | What Happens |
|---|---|
Toggle is ON but the cancellation offset field is empty | Save is blocked. Error: "Cancellation offset (days) is required." |
Cancellation offset value is not a whole number (e.g., 3.5) | Save is blocked. Error: "Cancellation offset must be a whole number." |
Cancellation offset value is negative or greater than 365 | Save is blocked. Error: "Cancellation offset must be between 0 and 365 days." |
Toggle is ON but no termination method is selected | Save is blocked. Error: "Please select a termination date method." |
Termination method is selected but required sub-fields are empty | Save is blocked with field-specific error messages. |
Both overrides are ON but only one is valid | Entire save is blocked — both must be valid. |
Toggle is OFF | No validation required — saves immediately. |
Rules applied during cancellation
When a membership cancellation is initiated — whether by staff at the center, by the member through the online portal or mobile app, or via API — the system automatically determines which rules to apply:
The system identifies the center that currently owns the membership (the center where the membership was sold, or the center it was most recently transferred to).
The system checks whether that center has an active cancellation offset override:
If yes → uses the center's offset value.
If no → uses the organization-level offset value.
The system independently checks whether that center has an active termination rules override:
If yes → uses the center's termination method.
If no → uses the organization-level termination method.
The correct dates are calculated and presented in the cancellation workflow.
This is completely transparent to staff and members. There is no visual indicator showing whether organization or center rules are being applied — the system simply presents the correct dates.
Rule application summary
Center Configuration | Cancellation Offset Used | Termination Method Used |
|---|---|---|
Both overrides OFF | Organization-level | Organization-level |
Only offset override ON | Center-level | Organization-level |
Only termination override ON | Organization-level | Center-level |
Both overrides ON | Center-level | Center-level |
Special scenarios
Membership transfers
A membership transfer in Zenoti closes the membership at the original center and opens a new one at the destination center. After a transfer, the new center's rules apply to any future cancellation request.
Example: A membership is sold at Center A (offset = 30 days). The member transfers to Center B (offset = 60 days). When the member later requests cancellation, Center B's 60-day offset is used.
Center mergers
When two centers merge, the surviving (absorbing) center's override configuration is retained. The absorbed center's override is discarded. Memberships that were at the absorbed center will follow the surviving center's rules going forward.
Membership sold before override was enabled
The rules in effect at the time of the cancellation request are applied — not the rules that were in effect when the membership was originally sold. If a center enables an override after a membership was sold, and the member later requests cancellation, the override rules apply.
Organization-level settings change after center override is configured
If the organization-level settings are updated, centers with active overrides are not affected. The center's override values remain unchanged. Centers without overrides will use the updated organization-level values.
Already-scheduled cancellations
When a center's override is enabled, disabled, or modified, already-scheduled cancellations are never retroactively changed. Only new cancellation requests are affected by configuration changes.
Channels and membership types
All channels: Center-level overrides apply uniformly across in-center POS, online member portal, mobile app, and API. There is no channel-specific behavior.
All membership types: The override applies to all membership types at the center. There is no per-membership-type differentiation at the center level.
Fees are not affected
Cancellation fees, early termination fees, and any penalty calculations are completely independent of this feature. Fees continue to use the existing fee configuration regardless of whether the cancellation and termination dates were determined by organization-level or center-level rules.
Frequently asked questions
Q: Do I need to configure overrides for every center?
A: No. Only configure overrides for centers that need different rules than the organization default. All other centers automatically inherit the organization-level settings.
Q: Can I override the cancellation offset without overriding the termination method (or vice versa)?
A: Yes. The two toggles are completely independent. You can override one, both, or neither.
Q: Will my staff see any difference in the cancellation workflow?
A: No. The cancellation workflow looks and works exactly the same for staff. The system automatically applies the correct rules behind the scenes.
Q: What happens if I enable the override toggle but forget to fill in the fields?
A: The system will not let you save. You will see a validation error indicating which fields are required. The override will not be active until all fields are properly configured and saved.
Q: If I disable an override and then re-enable it later, will my previous settings come back?
A: No. When you re-enable an override, all fields start blank. You must configure the settings again from scratch.
Q: Can an organization admin prevent centers from using overrides?
A: No. The override capability is always available to any user with membership configuration access. There is no organization-level master toggle to restrict it.
Q: Does this affect membership freeze or hold rules?
A: No. This feature is strictly limited to cancellation offset and termination date rules. Freeze and hold rules are not affected.
Q: Do I need to assign new permissions for this feature?
A: No. Any user who already has membership configuration access automatically has access to the new override toggles.