Cancellation & Freeze Policies

General Policy - Must Read

  • All cancellation and freeze requests MUST be submitted in writing via email. Verbal requests are not valid.
  • Members must be up-to-date on all billing before a request can be processed. Collect any outstanding balance first.
  • Never promise a request can be processed without meeting these conditions.

Account Freeze Requests

Policy Details

  • Duration: Freezes are for 30 days minimum or 60 days maximum (1-2 billing cycles).
  • Fee: A $1.00 fee replaces standard dues for each frozen month.
  • Extension: Members must submit a new written request to extend the freeze before billing resumes.
  • No Refunds: Refunds will not be issued if a member fails to notify the gym to extend a freeze before their next billing date.

Processing Steps

  1. Ask the member for the reason for the freeze.
  2. Verify their account billing is current and collect any unpaid dues.
  3. Direct the member to email their request to the correct location email:
  4. Note the freeze in their profile with dates and the fee.
  5. Send a confirmation email that includes the reactivation date.

Cancellation Requests

Eligibility & Initial Steps

  1. Ask why they wish to cancel and if there's anything that can be done to keep them. Escalate reasonable requests to a manager.
  2. Verify their account billing is current and collect any unpaid dues.
  3. Check their contract status. The contract must be "open" or in its final month.

If Member is Still Under Contract:

If the member is still under a 4 or 12-month term, they cannot cancel. You must direct them to ABC Fitness to discuss contract buyout options. Provide them with:

Processing Steps (for eligible members)

  1. Confirm eligibility and billing status.
  2. Direct the member to submit their written cancellation request via email.
  3. Once the email is received and balance is paid, process the cancellation.
  4. Document all actions in the member's profile and send a confirmation email.