What Happens When a Membership is Cancelled

Memberships can be cancelled by members through the Customer Portal or by staff in the back office. Here's what occurs when a membership is cancelled:

1. Confirmation Email is sent:

   - If the "Send Email" option is selected when cancelling the membership, the customer will receive a confirmation email.

   
   

2. A Membership End Date will be determined:

   - How is a Membership End Date Determined

   
   

3. If the END DATE Is in the Future:

   – The membership will appear as an "Active Membership".

   – Payments will continue until the end date.

   – Membership benefits remain active until the END DATE, but cannot be applied to sessions occurring after that date.

   
   

4. Once the END DATE Is Reached:

   - The membership will be marked as a "Cancelled Membership".

   - Single-use discount codes issued at the time of purchase remain valid, but can only be used with the code — not the member number.

   - Any unused Linked Vouchers will no longer be valid.

   
   

5. Booking Validity: - Any bookings made using Linked Facilities after the membership end date will be automatically cancelled — even if partial payment was made (e.g. when a single-session voucher was used and the customer paid the difference for a longer session).

   - Bookings made with Linked Vouchers after the end date will also be automatically cancelled.

   - Bookings made using Membership Discount Codes will remain valid and are not cancelled, regardless of the session date.

   
   

6. What if a Credit is Due?

   - If cancelling a membership results in a negative Next Payment amount, it indicates the customer is owed a refund. This refund will not be processed automatically and must be issued manually.

   
   

7. Internal Notes (Not Visible to the Customer)

   - If cancellation reasons are enabled, the selected reason will be recorded in the Order Notes for internal use.

8. Membership Status:

   The Membership status will show as ACTIVE until the END DATE is reached:

   

   
   

   The Membership status will show as CANCELLED when the END DATE is reached:

   

9. Unused Discount Vouchers:

   Unused Discount Vouchers will remain valid and are not affected by the END DATE. However, to redeem them the VOUCHER CODE must be used instead of the Member Number:

   

10. Sessions Booked that fall after the END DATE:

    Sessions booked with Linked Vouchers or Session Vouchers that fall after the END DATE will be automatically cancelled and will appear as such in the Customer Portal (see example below) :

    

11. Sessions Booked that fall before the END DATE remain valid: