Help Center › Billing & Payments
How a member cancels
What the member does
In the app, Profile, then their plan card, then Cancel membership.
Before anything is sent they are shown:
- the exact date their membership would end,
- whether one more payment is still due first, and why,
- that their gym confirms cancellations in writing, and nothing changes until then.
They can add a short note if they want to tell you why. Then they send it.
What happens next
Nothing on their subscription changes. They keep training and their payments carry on as normal while the request waits for you. Their plan card shows the request, the date it would end, and a Withdraw request button if they change their mind.
Once you confirm, they get an email stating the effective date. If you decline, they get an email telling them the membership is continuing, so they are never left believing they have cancelled when they have not.
What they can no longer do
The payment provider's own billing page used to offer a cancel button, which ended memberships on its own terms and told nobody. That button is gone. The page is still there for updating a card and reading receipts, and the app now calls it Payment method for exactly that reason.
Good to know
- Tapping cancel twice does not create two requests, and does not move the date.
- The end date is calculated the moment they ask. However long you take to answer, their notice runs from their date.
- A member with no paid membership is told to talk to you instead, since there is nothing to cancel.