Click-to-Cancel Quick Guide

The Click-to-Cancel feature lets clients initiate cancellation requests through your online widget, creating an efficient request system that integrates with your existing policies and terms while keeping you in full control of the approval and processing steps.

Facilitates customer access to cancellation requests
Tracks every request in your dashboard
Sends notification emails to designated staff roles
Leaves enforcement of fees, commitments, and timelines entirely in your hands

Facilitates customer access to cancellation requests

Tracks every request in your dashboard

Sends notification emails to designated staff roles

Leaves enforcement of fees, commitments, and timelines entirely in your hands

Things to Know

You review and handle each request per your studio policies
Early termination still follows your agreement terms and any applicable fees
This is not an automatic cancellation system
Helps support compliance efforts, but doesn’t guarantee full regulatory compliance
Clients use the embedded widget to submit requests (app support coming soon)
Only Location and Business Managers receive notifications by default
You can customize client confirmation emails in Business Settings

You review and handle each request per your studio policies

Early termination still follows your agreement terms and any applicable fees

This is not an automatic cancellation system

Helps support compliance efforts, but doesn’t guarantee full regulatory compliance

Clients use the embedded widget to submit requests (app support coming soon)

Only Location and Business Managers receive notifications by default

You can customize client confirmation emails in Business Settings

Studio's Role in the Cancellation Process

Handle requests swiftly, meeting all required deadlines
Clarify policies up front, including any fees, commitments, and conditions
Follow applicable state and local laws regarding cancellations
Promptly process refunds or final charges as outlined in your agreements
Keep detailed records of each cancellation request and its resolution

Handle requests swiftly, meeting all required deadlines

Clarify policies up front, including any fees, commitments, and conditions

Follow applicable state and local laws regarding cancellations

Promptly process refunds or final charges as outlined in your agreements

Keep detailed records of each cancellation request and its resolution

How It Works

Client Submits Request via the widget’s Cancel Plan button. The client sees a confirmation message.
Business Notified by email and dashboard alert. The request appears in the Requests to Cancel report.
Business Reviews Request against contract terms, commitment periods, and policy requirements.
Business Processes Request manually—approving, denying, assessing fees, and issuing refunds as dictated by your agreements.

Client Submits Request via the widget’s Cancel Plan button. The client sees a confirmation message.

Business Notified by email and dashboard alert. The request appears in the Requests to Cancel report.

Business Reviews Request against contract terms, commitment periods, and policy requirements.

Business Processes Request manually—approving, denying, assessing fees, and issuing refunds as dictated by your agreements.

Plan Management

Enable or disable Click-to-Cancel per plan (defaults to “on” for all recurring plans):

Go to Plan Management → Plans.
Select a plan → Description & Availability → click Edit.
Check or uncheck Request Cancel Online.

Go to Plan Management → Plans.

Select a plan → Description & Availability → click Edit.

Check or uncheck Request Cancel Online.

Client Workflow

Clients can submit cancellations at any time via the website widget:

Click profile icon → Your Credits & Plans
Choose the plan → three-dot menu → Cancel Plan
Select reason, add comments → Cancel Plan
Client and studio both receive confirmation emails. No automatic plan cancellation occurs until staff action.

Click profile icon → Your Credits & Plans

Choose the plan → three-dot menu → Cancel Plan

Select reason, add comments → Cancel Plan

Client and studio both receive confirmation emails. No automatic plan cancellation occurs until staff action.

Transactional Notifications

A standardized email/SMS is sent to clients immediately after they request cancellation. You can find and edit this under Business Settings → Transactional Notifications → Plans: Sent when a plan is cancel requested. Note that the same message applies to all plan types.

Tip: Include receipt acknowledgment, realistic response timelines (e.g., “within 3 business days”), and a note that memberships remain active during review.

Dashboard & Reporting

Requests to Cancel card shows active requests and their age.
Plan Cancellation Requests report in the Reports center under Plans—track status changes (e.g., “Processing”).
Ensure staff have Plan Cancellations report permission via Profile → Manage Permissions → Reports.

Requests to Cancel card shows active requests and their age.

Plan Cancellation Requests report in the Reports center under Plans—track status changes (e.g., “Processing”).

Ensure staff have Plan Cancellations report permission via Profile → Manage Permissions → Reports.

Notification Settings

By default, non-franchise sites notify both Location and Business Managers; franchise sites notify only the Location Manager. To adjust:

Open the Requests to Cancel dashboard card.
Click the ⚙️ gear icon.
Select which roles should receive emails.

Open the Requests to Cancel dashboard card.

Click the ⚙️ gear icon.

Select which roles should receive emails.

Staff Response Templates for Cancellation Requests

To help streamline communication, we've provided suggested response templates for your staff.

Active Contract/Commitment:

"Thank you for your cancellation request. Per your agreement dated [date], you have a [length] commitment through [date]. Early cancellation requires [terms].

Request Received/Processing:

"We've received your cancellation request. It will be reviewed according to your membership terms. You'll receive a response within [timeframe]."

Missing Requirements:

"Your cancellation request is under review. To process according to our policies, we need [specific requirements]. Please provide these details so we can proceed."

Approved:

"Your cancellation request has been approved. Your membership will end on [date]. [Include any final payment/access details]."

Templates are provided as suggestions only and do not constitute legal advice, guarantee compliance, or replace professional counsel. Templates should be reviewed by your legal counsel and customized to your policies and applicable laws before use.