Membership Cancellation

At 24fit, we understand that circumstances change, and some members may need to cancel their memberships. Our goal is to handle cancellations with care, accuracy, and professionalism, ensuring a smooth experience for members while maintaining clear records.

Members have the option to cancel their membership via the 24fit app. The notice period of two-weeks is automatically added. They get sent an automatic email that mentions their option to freeze, if you get a response to this please freeze appropriately. Please note, memberships that have a contract terms (Results) cannot be cancelled until after their contract term finishes, they will be notified about this. 

Cancellation Process

Step 1: Request Email

• Always request the cancellation in writing via email.

• Why:

  • Protects both the member and 24fit by creating a clear, traceable record.

  • Prevents errors and ensures transparency in case of disputes or refund requests.

• Note: If a member claims they canceled via phone or in person, verify if they were advised to send an email.

Step 2: Educate on Freeze Option

• Before proceeding, educate the member about the freeze option if appropriate.

  • Benefits:

    • Reduces fees to $1.50/week while retaining membership.

    • No re-joining or activation fees upon return.

• If the freeze is suitable, ensure the member isn’t charged again while waiting for their response.

Step 3: Process Cancellation

1. Verify the Email Request:

   • Thoroughly read the email to confirm the membership details and the individual requesting the cancellation.

2. Identify the Membership Type:

   • Each membership type has specific cancellation policies:

3. FLEXI- (Legacy Membership)

   • Policy: Immediate cancellation allowed.

   • Procedure:

     • Navigate to User > Membership > Cancel Now (or select requested date).

     • Send the [Immediate Cancel] Template email.

4. FLEXI (Current Membership)

   • Policy: Two weeks' notice required.

   • Procedure:

     • Navigate to User > Membership > Cancel and select a date two weeks in advance.

     • Send the [Scheduled Cancel] Template email.

5. RESULTS / RESULTS-

   • Policy:

     • Within the initial 12-month contract period: Early termination fee applies.

     • Fee:  $150 or the remaining contract amount.

   • Procedure:

     • Email the member using the [Results Early Termination] Template, outlining the applicable fees.

     • If they confirm cancellation:

       1. Process the termination fee via the Sales Tab.

       2. Navigate to User > Membership > Cancel Now (or select requested date).

       3. Send the [Immediate Cancel] Template email.