Club OS allows authorized staff to create or edit a cancellation date when a member requests to terminate a package early. Cancellation dates help accommodate situations such as financial hardship, relocation, scheduling conflicts, or other unforeseen circumstances.
The workflow differs depending on whether the agreement already has a cancellation date assigned and whether a cancellation fee applies.
Create a Cancellation Date
(Agreements Without a Prior Cancellation Date)
Step 1: Open the Member’s Club Services Page
Navigate to the member’s Club Services page and select the agreement that will be cancelled.
Step 2: Select “Create Agreement Cancellation”
Choose Create Agreement Cancellation from the Agreement Actions dropdown in the upper-right corner.
Step 3: Choose a Cancellation Date
Click the Cancellation Date field and select the desired date from the calendar pop-up.
Step 4: Select How the Cancellation Fee Will Be Processed
If the agreement includes a cancellation fee, staff with the proper permissions can adjust, waive, and determine how the fee will be paid.
- Adjust the Cancellation Fee Amount (Optional)
- Use the arrows within the Fee Amount field to increase or decrease the cancellation fee amount, if needed.
- Waive the Cancellation Fee (Optional)
- To remove the cancellation fee entirely, check the box under the Waive column.
- Save Fee Changes
- Click Done to save any fee adjustments or waived fee selections.
- Select How the Cancellation Fee Will Be Paid
- Choose one of the following payment options:
- Apply payment method on cancellation date: The fee will be charged automatically on the scheduled cancellation date using the payment profile currently attached to the agreement.
- Apply payment method now (cash/check acceptable): The fee will be collected immediately. Staff may use an alternate payment method or payment profile, if needed.
- Choose one of the following payment options:
Note: If the member chooses to pay immediately, they may use a different payment profile than the one currently attached to the agreement. If the member chooses to pay later, the fee must be processed using the payment profile currently assigned to the agreement.To update a payment profile, edit the original agreement.
Step 5: Authorize the Cancellation and Save the Cancellation
If a cancellation fee applies, check the Authorize Cancellation box. Click Save to complete the cancellation request.
Edit a Cancellation Date
(Agreements With an Existing Cancellation Date)
Step 1: Open the Member’s Club Services Page
Navigate to the member’s Club Services page and select the agreement with the existing cancellation date.
Step 2: Select “Edit Agreement Cancellation”
Choose Edit Agreement Cancellation from the Agreement Actions dropdown in the upper-right corner.
Step 3: Review Available Editing Options
The next screen depends on the agreement’s cancellation fee type:
A. Agreements With a “Per Bill Cycle” Cancellation Fee
Staff cannot directly edit the cancellation date for agreements using a Per Bill Cycle cancellation fee structure.
B. Agreements With a “Flat Rate” Cancellation Fee or No Cancellation Fee
Staff may edit the cancellation date field. After updating the date, click Save. A confirmation banner will appear indicating the cancellation was updated successfully.
Note: When the cancellation date is updated, future draft dates within the member’s payment schedule may be removed or re-added depending on whether the agreement’s remaining term was shortened or extended.
Reduce or Waive a Cancellation Fee
If the agreement includes a cancellation fee, authorized staff may reduce or waive the fee entirely.
Step 1: Select “Edit Detail”
From the cancellation screen, click Edit Detail.
Step 2: Adjust the Fee Amount
Use the up and down arrows to modify the cancellation fee amount based on the configured Fee Type. Click Done to save the updated fee.
Step 3: Waive the Cancellation Fee (Optional)
To remove the cancellation fee entirely:
- Check the box under the Waive column
- Confirm the fee amount changes to $0.00
- Click Done
Important Notes about Cancellations:
- Cancelling a package does not refund unused sessions or remove payments already associated with the agreement. Refunds should be completed prior to any cancellations (Click here for refund information).
- Once the agreement reaches its cancellation date, a finalized invoice entry will appear in the member’s payment schedule (see below)
Agreements without a cancellation fee will display a 'Paid' invoice for $0.00.
Agreements with a cancellation fee will display a 'Paid' invoice reflecting the cancellation fee amount collected.
- ClubOS employees are unable to process cancellations on behalf of members and club locations. Cancellation requests must be completed directly by authorized staff at the member’s home location.
