CANCELLATIONS

Cancellation and complaints

Cancellation process - LOOM

It's always so sad to see a member is looking to cancel. As we all know, health and fitness is a never ending forever changing journey that will always evolve with everyone throughout our lives. As such, it is always sad to hear that someone has decided they will no longer be with us for this ongoing journey. If you are a Staff member with us, its safe to say that we know you care and want to do whatever you can to see each member continue to achieve their goals with us and outside of a few unusual circumstances, majority of the time you also know that WE CAN DO IT! We can help them achieve their goals, we have the tools, the equipment and the staff to help. So what do we do?

The study of human emotions has proven that for most people, 70% of their decision making process is driven by their emotions. Therefore, the decision they make today - fuelled by their emotions right now, may not be the decision they would make days, weeks, or even months later. In fact, most of us have bought something on impulse--only to regret purchasing that product or service, as we later realised we would not need or use it.

So lets get them emotional again and remind them why they need us! Lets start with eliminating their objections!

Cancellation Portal

Here, you will find all the information needed to understand the cancellation portal, along with some online learning. Please take your time to read through all of this so you can ensure you have a deep understanding of how this process works.

Reading

Online Learning

Cancellation Process after trying to save them as a member

According to the membership agreement (clause 10.1(c)), to terminate;

A) It MUST BE in writing; Email, Letter by post or Completion of the clubs standard termination documents which can be done in club.

B) If the member chooses not to use the standard document. Their letter or email MUST Include; Full Name, Club, Address, Phone, Email, ID Details, signature and explain why

This is why we when we receive an email about cancelling we call and ask the member to come down to to gym. If the members email does not provide all the information required and we cannot get in contact with them after 2x call attempts, please use the below email script

7 Day Cooling Off

All members are able to cancel their membership in their first 7 days of their membership, this is from the date they joined not the date of first usage. In the case of pre-sale memberships and new club openings, the 7 day period applies from the day that the club opens. To do this, the member will need to notify you in writing of their desire to cancel.

Please do not get down in the dumps; 7-day cancellations are not all bad. In fact, we would expect you to have a 7-day cancellation percentage of 2-4%. The silver lining is that is shows you or your club manager are being assertive and asking for the sale. You did a proper job of motivating the prospect into taking action and committing to his or her fitness goals; and you can do it again!
When this happens, you should call the member and ask them to pop back into the club as per our standard Cancellation Process. Re-investigate their fitness goals and their reasons for cancelling. After more reassurance and re-stating the importance of their fitness goals, 20% of these people will likely be motivated to stick with their fitness commitment.

Cancelling "Under Contract"

Sometimes we have members who's circumstances mean they cannot attend the gym. In their membership agreement there are T's & C's for these circumstances. They are listed below:

Relocation Termination

From time to time a member will look at cancelling with us as they have relocated. To overcome this objection it is very rare that the member has moved somewhere that they will both Live and Work a long Distance away from an Anytime Fitness as there are over 500 locations in Australia alone AND their membership gives them access to ALL of us. However under the rare circumstances that this happens there is a clause in the agreement to cover this:

"Clause 10.5 (b) "You may cancel by giving us 30 days written notice if they relocate more than 15 km from any Anytime Fitness Club and you give us proof to our reasonable satisfaction. "

Reasonable proof could mean one of the following:

A Bill with their name and new address e.g. water, electricity, gas.
Should they be renting a debit statement or invoice that confirms the members name and new address

Financial Hardship

Sadly we may have a member that encounters a rough time which puts them into Financial Hardship. There is a clause in the membership agreement to help with this:

"Clause 10.5 (a)(ii) you become bankrupt and give us proof (such as supporting documents) to our reasonable satisfaction"

Should a member end up in Bankruptcy of any kind, the will receive a supporting document that they can provide to us.

Medical Termination

Sometime we will have a member that has sadly encountered a medical issue.

"Clause 10.3 Cancelling for medical reasons. (a) You can cancel your Membership at any time by telling us in writing if you cannot use the Facilities and Services because you contract a serious illness or a permanent physical incapacity during the term of your Membership. This must be confirmed in writing by a doctor or other medical professional we reasonably agree to and you agree that we may contact the doctor or other professional for verification purposes. (b) If you cancel under clause 10.3(a), we can charge you the Administration Fee. You will also be liable for Fees incurred, i.e. your Membership Fees for the time you were a Member (calculated on a pro rata basis), the Joining Fee, the Fob Key Fee and Fees for services already supplied. "

So a member can cancel their Membership because they have contracted a serious illness or a permanent physical incapacity during the term of their Membership that is confirmed in writing via a Dr's Certificate. Th Dr's Certificate must confirm it is a permanent injury.

If the above is provided and confirmed, the membership may be terminated within the minimum term with only the 30 days notice required.

Transferring Membership between People

Sometimes when a member is still "Under Contract" they may elect to transfer their membership to a friend or family member. The information on this can be found in the membership agreement and states as follows:

"Clause 8.4 Your Membership may be transferred to another person who is not a current Member but only if we agree, your account is up to date, and the person you transfer to:
(a) is eligible to become a Member
(b) is able to take up your Membership (for example, if you have a corporate or foundation Membership);
(c) is signs a new agreement to become a Member for at least the balance of the Minimum Term;
(d) agrees that that the provisions of clause 2 regarding access and reciprocity
(e) will also apply to them; and
(f) pays Membership Fees for at least the balance of the Minimum Term, or enters into a Direct Debit Payment Agreement if these Fees are to be paid periodically by direct debit; and
(f) pays applicable other Fees such as a Fob Key Fee and a Joining Fee."

The Rules:

When a member wishes to cancel however they are still within their minimum term, an option they may choose would be to transfer their membership to a friend or family member who will then take on the remainder of their commitment. There are a few rules with this:

1. There is a $149 transfer fee. This is reflected off the joining fee.

2. A new FOB Key MUST also be purchased - Each FOB Key is allocated to a membership. They cannot be transferred or reused

3. They cannot transfer their commitment to a current member.

4. The new member must come down to the facilities to sign the document (there is no web joining option for them). This ensures that the new member is local to us and they have not just purchased it on Gum Tree

5. The 30 days limited access is required

6. No cooling off period

The Process:

1. Whilst the current member does not need to come down to the club, we do require written confirmation of the change. The easiest way to do this is to get them to send an email confirming they are okay for X to take over their membership

2. The new member must come into the club to complete this transaction. So lets grab their contact information and book them in for an appt

3. The new member will have their membership processed just like any other sale. The Joining Fee and FOB Key Fee will be normal, however the Pro Rata is not owed as the old member would have already paid for it (unless their membership is on freeze) so make sure you $0.00 that section. The other edit you will need to make is the "end date" and the membership fee. Make sure the commitment end date and the weekly charge matches that of the other membership.

4. Once the new membership has been processed AND SIGNED, we can then proceed to cancel the old membership

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