This article will guide you through enabling online agreement cancellation for your customers. This will allow them to login via a cancellation link (with their username and password), select an agreement, and request a cancellation.
Before you continue...
Understanding the FTC's "Click-to-Cancel" Rule for Fitness Services:
- The Federal Trade Commission’s (FTC) "Click-to-Cancel" legislation in the fitness industry refers to regulations that aim to protect consumers by requiring clear and transparent cancellation processes for gym memberships or fitness services.
- This legislation typically mandates that fitness facilities must provide consumers with the option to cancel their memberships easily and conveniently, often through a simple online "Click-to-Cancel" feature.
- By implementing this legislation, fitness businesses are obligated to make cancellation procedures more accessible and user-friendly, ensuring that consumers can terminate their memberships without encountering difficulties or hidden fees.
Learn More:
Enabling Online Cancellation
Navigate to Setup > Sales > Sales Packages > Select Package > Cancel/Freeze
Allow Online Cancellation: If toggled to YES, the agreement is eligible for online cancellation and a Cancel button will appear for the agreement to be cancelled, pending there are no other restrictions for cancellation. PLEASE NOTE: This is master level setting for any agreement to be eligible for online cancellation and overrides all other online cancellation settings.
When the user selects the Cancel button, a pop-up message will appear asking the user to confirm the cancellation. If the user selects Yes, then the agreement is cancelled, and a red X will appear next to the agreement. The Current Status will show details of the agreement cancellation. PLEASE NOTE: If there is a cancellation fee, this fee will show as the Next Payment and due the same day as the cancellation. The fee must be collected by studio’s staff.
If the Allow Online Cancellation setting is toggled NO, the agreement is not eligible for online cancellation. The Cancel button is removed for the agreement in the online cancellation portal. At the bottom of the agreement details in the online cancellation portal, a message reads This agreement cannot be cancelled online. Please contact the club for further assistance.
Adding A Cancellation Fee
Navigate to Setup > Sales > Sales Packages > Select Package > Cancel/Freeze
A unique cancellation fee can be setup for a specific package. This fee will override the Default Cancellation Fee (if one is set) in Setup > Sales > Sales Settings > Cancel/Freeze for the location. PLEASE NOTE: If no fee is entered, the default cancellation fee is what will be charged. If you want to keep the Default Cancellation Fee but charge $0 for a specific package, then $0 must be entered into the Cancellation Fee field for the package.
Additional Online Cancellation Settings
Navigate to Setup > Sales > Sales Settings > Cancel / Freeze.
Under the Agreement Cancellation Settings, you are able to locate the following options:
Only Allow Online Cancellation of Agreements in Evergreen: If toggled YES, then agreements in auto-renew status and not within an installment period can be cancelled. PLEASE NOTE: The Allow Online Cancellation setting configured within the package settings under the Cancel/Freeze tab overrides this setting. If it’s toggled NO and the Only Allow Online Cancellation of Agreements in Evergreen setting is YES, the agreement will still not be eligible for online cancellation.
Review Online Cancellations: If this setting is toggled to YES, any agreement cancelled online is not cancelled yet and remains active. It will remain active and under review for staff to approve or decline the cancellation in ClubReady. An email can be entered to receive a notification of the agreement to be reviewed.
Online Cancellation Notify: This will allow for you to add email addresses that will be notified of online cancellation requests.
When a user cancels an agreement, there will be a notification to the user that the agreement cancellation has been submitted and pending approval for cancellation.
If an email is entered to receive a notification that an agreement cancellation has been requested, the staff user will receive an email with the request details.
To approve or reject the agreement cancellation, navigate to Reports > Sales > Review Queue. (You can also go straight to the agreement and navigate to the agreement details of the package. There is an option to approve or reject the agreement).
Once Review is selected, click the Full Agreement Details option.
In the agreements details of the package, there will be an option to Approve or Reject
the agreement cancellation request.
If Reject is selected, there is an option to send an email notification to the user and an email will be sent to the user notifying the user of the rejected cancellation request. The agreement cancellation is not approved and the agreement stays active.
If Approve is selected, you will have the ability to then select how you would like the agreement to be cancelled. The agreement can be cancelled immediately or scheduled for cancellation on a future date.
If the agreement is scheduled for cancellation on a future date, the user will be able to view when the agreement is scheduled for cancellation in their agreements portal.
Once the agreement is approved for cancellation, the cancelled reason shows for the current status and who it was approved by.
The user will also receive an email notification that the agreement has been cancelled.
Online Cancellation URL: This is the link you will need to provide your customers if you allow online cancellations.
PLEASE NOTE: Currently, there is no setting to restrict cancelling an agreement with past due invoices. The agreement can still be cancelled online if the appropriate online cancellation settings are enabled. There is a message at the bottom that states This agreement currently has past due invoices.
Default Cancellation Fee: A default cancellation fee can be setup. This fee will be overridden by the package specific cancellation fee (if one is entered).
Online Cancellation Process
1. User clicks the Online Cancellation Link and logs in with their ClubReady username and password.
2. User can view their agreements, both active and cancelled.
3. User selects the Cancel button to cancel the agreement, and a message appears asking for confirmation to cancel. Once the user confirms cancellation, the agreement cancellation is processed and provides the details of the cancellation.
4. If there was a cancellation fee, it will appear as the Next Payment and due the same day. The user must pay for the fee with staff directly.
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Club Setup - Can access setup
- Club Setup - Can access sales general settings