The Federal Trade Commission (FTC), a U.S. agency dedicated to protecting consumers and fostering domestic and global competition, recently implemented the "Click to Cancel" rule.
Contact support to enable/disable self-service cancellation at your studio. This is available in all countries and can be enabled/disabled on a per-location basis.
For studios in New York City, Click to Cancel will be enforced on October 1st, 2026. To comply with NYC regulations, we will update CTC to include all membership sales, not just online purchases. We will complete this by October 1st. If your studio has disabled CTC, contact support to re-enable it by the deadline.
Self-Service Cancellation
Customers can cancel upcoming membership renewals directly from your studio's website or mobile app when the Click to Cancel feature is enabled. This feature is enabled by default, so customers can access it from their profile unless you disable it.
Customers can cancel memberships through self-service when the membership is:
Purchased through your studio's website, mobile app, or in person
Recurring
A migrated membership, if the feature is enabled
To enable self-service cancellation for migrated memberships, contact Support.
For New York studios, this feature is enabled by default as of October 1, 2026.
Click here to see how customers can cancel their memberships.
In-studio membership purchases through the POS will not offer self-service cancellation.
Customers will receive an optional cancellation survey asking why they want to cancel.
The Membership Details Report records the responses, timestamps, and cancellation source (customer or employee name).
Notice Periods and Minimum Commitments
Studios can't impose notice periods (e.g., 30/60/90 days) for cancellations.
Studios can add minimum commitments to memberships, which require customers to keep the contract for that period before canceling.
If customers don't meet the commitment, they can cancel but will be informed of the remaining intervals.
Buy Page Display
Display cancellation policies clearly on the buy page so customers can make informed decisions before purchasing. The buy page on your studio's website and mobile app will display the cancellation policy and commitment length.
Purchase Agreements
Studios must have customers explicitly agree to recurring charges. You can do this through purchase agreements. Employees will be reminded to attach purchase agreements when creating recurring memberships.
After purchasing, customers will receive a signed copy of their purchase agreement. You can modify the email in Xplor Growth > Automation > Transactional Emails > Purchase Agreement Signature.