Customers can cancel upcoming membership renewals directly within your studio's website and mobile app, provided the membership was:
Purchased through your studio's website or mobile app
Recurring
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.
Cancel Membership
In your mobile app or studio website, customers can go to their Profile > Memberships & Credits > select the membership > Cancel Membership.
Once canceled, memberships will remain active until the final payment cycle. Customers will receive an email confirmation of the cancellation and see the final payment date on the membership details screen.
In-studio membership purchases will not offer self-service cancellation.
Membership Commitment
Cancellations are allowed once the minimum membership commitment is met. If not, members can still request cancellation, but will be notified of the remaining billing cycles.
Studio employees can override the commitment by canceling within Admin.
Cancellation Survey
Customers will receive an optional cancellation survey asking why they want to cancel.
The Membership Details Report will record the responses, timestamps, and sources (customer or employee name).