📝 Overview
If your business needs to close, downsize, or take a break, you have two options: cancel your account permanently, or freeze your account temporarily. Both are covered below, along with a checklist of things to wrap up first.
⚠️ This guide is for business owners. If you're a customer of a gym or studio looking to cancel or close your own account, see the guide here.
🚪 How to cancel your account
To cancel your account, head to Settings ➜ Subscription Fees ➜ Cancel Account and complete the cancellation form. Once submitted, this raises a ticket for our team to action the closure on your account.
💡 The form captures your reason for leaving along with the details we need to process the closure. Completing it is the fastest way for us to action your request.
⏸️ How to freeze your account
If you'd like to pause your account rather than close it permanently, please email [email protected] with the details of your request, including how long you'd like the freeze to last, so the team can assist.
We're here to support you and your business whatever the outcome.
✅ Before your account closes
Before your account is closed, there are a few things worth doing to make sure your records are saved and your customers aren't billed for services they won't receive.
Click the arrow to learn more about preparing for closure
Click the arrow to learn more about preparing for closure
💾 Download your reports
We recommend downloading the following reports to keep for your records:
Customer reports - head to Customers ➜ Export Filtered List ➜ CSV for a full list of your customer details.
Membership reports - head to Memberships ➜ Reports for active and past membership details.
Billing and revenue reports - head to Reports ➜ Invoices for your financial records, useful for accounting or tax purposes.
It's also worth exploring the rest of the Reports section to download any other reports relevant to your business.
💡 Start downloading these reports well in advance of your closure date to avoid any last-minute issues. If you have a large amount of data, consider using external storage to save the reports securely.
✋🏻 Cancel any upcoming classes
If you don't want to receive any more bookings for classes scheduled before your closure date, you can cancel them in bulk.
📗 See the guide here for steps.
⏸️ Put customer memberships on hold
If you don't want to charge customers for any future payments not already initiated before your closure date, you can place their memberships on hold in bulk.
📗 See the guide here for steps.
🚫 Set memberships to not for sale
If you don't want to sell any more memberships before your account closes, you can change their status to "Not for sale".
📗 See the guide here for steps.
💳 What happens to payments after closure
No new payments will be initiated once your account is closed. After closure, you'll need to manage and collect any future payments directly through your new provider.
There are a few things to be aware of depending on your payment processor.
Click the arrow to find out more about your payment processors
Click the arrow to find out more about your payment processors
🟢 GoCardless
Payments are submitted to GoCardless seven days before their due date. If your account is closed and payments are already pending with GoCardless, they may continue to process.
You can attempt to cancel them by following the steps here. Cancellations are only possible for around 24 hours after submission — after this point, even GoCardless cannot stop the payment.
Once a payment has cleared, you can issue a refund directly to your customer. While your account is still open, this can be done through your dashboard. After your account closes, refunds need to be processed through GoCardless directly.
🔵 Stripe
If your customers' payments are collected via Stripe, these will continue to process as normal up to your closure date. You can stop any upcoming payments manually, or by placing your customers' memberships on hold if needed.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
I'm a customer of a business - can I cancel my account through this guide?
Click the arrow to see the answer
Click the arrow to see the answer
No, this guide is for business owners closing their own business account. If you're a customer of a gym or studio looking to cancel or be removed from their system, see How to cancel your account with a gym or studio.
Can I pause my business activity without cancelling my account?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. If you're not ready to close permanently, you have a few options. You can freeze the account altogether by getting in touch with our team (see How to freeze your account above), or you can keep the account open and pause activity instead by:
I'm selling or transferring my business - should I cancel the account?
Click the arrow to see the answer
Click the arrow to see the answer
Not necessarily. If you're transferring ownership of your business or splitting it across multiple accounts, please email [email protected] first so the team can advise on the best way to handle the transition before any account is closed.