📝 Overview

This guide explains how to update the cancellation policy on a recurring membership, what each option means, and how it affects your customers' ability to cancel and their billing. You can configure cancellation settings at the payment plan level, which means different payment plans on the same membership can have different policies.

💡 If you want to cancel a specific customer's membership on their behalf rather than change the policy, see the guide here.

🛠️ How to Access Payment Plan Settings

To edit a payment plan, navigate to Memberships ➜ Memberships ➜ click the membership name ➜ click Edit next to the payment plan you want to update.

📋 What's on the Edit Payment Plan Page

When you click Edit next to a payment plan, you will land on a page showing all the settings for that plan. The page is divided into four sections.

Click the arrow to view a breakdown of each section

1️⃣ Customer Cancellations

This is where you configure whether and how customers can cancel a membership with this payment plan. There are three options, these are covered in detail in the Cancellation Policy Options section below.

💡 If the payment plan has a commitment period, the note "The customer will not be able to cancel before the commitment is complete" will appear beneath the cancellation options. This applies regardless of which option is selected.

2️⃣ Future Purchases

This section controls whether the payment plan is available for new customers to purchase, and sets the recurring price.

For sale - Yes, this payment plan will be available when purchasing this membership - the plan is active and customers can select it when purchasing.
For sale - No, this payment plan cannot be selected - the plan is retired and no longer available for new purchases. Customers already on this plan will remain on it.
Price - the recurring amount charged to customers on this plan.

💡 Setting a plan to No, this payment plan cannot be selected is the recommended way to retire an existing plan when you want to introduce a new one with different settings. Existing customers will not be affected.

3️⃣ Existing Members

If you need to update the price for customers who are already on this payment plan, use the Edit prices tool, the link to it is shown directly in this section. Price changes for existing members are managed separately from the plan settings.

4️⃣ Joining Fee

This section lets you add an optional one-time joining fee that is charged to new or rejoining customers when they purchase this payment plan. The joining fee is not charged to customers who are already on the plan.

When the joining fee is enabled, you can choose how it is applied:

Charge a one-time fee for new or rejoining customers - applies to anyone purchasing this plan who is not already an active member.
Charge a one-time fee for new customers only - applies only to customers who are considered "new" based on your customer settings.

Enter the joining fee amount in the price field below these options.

Once you have made your changes, click Save at the bottom of the page.

⚙️ Cancellation Policy Options

There are three cancellation policy options to choose from. Each one controls whether customers can cancel their own membership, and if so, how much notice they must give.

Click the arrow to view a breakdown of each cancellation policy option

1️⃣ Only allow cancellation from the business dashboard

Customers will not be able to cancel their own membership from their account. They will need to contact you directly to request a cancellation, and you can then action it from your dashboard.

💡 This is the most controlled option. It is useful if you want to manage all cancellations yourself or have a conversation with the customer before processing the cancellation.

2️⃣Allow customers to cancel with no notice

Customers can cancel their membership at any point from their account, with no notice period required. When a customer cancels, the system will not refund any payments already taken. Instead, the membership expiry date is automatically set to the end of the customer's current billing cycle, so they retain access for the remainder of the period they have paid for.

🧠 Example: A customer pays on the 1st of each month and cancels on the 15th of November. Their expiry date is automatically set to the 30th of November. They keep access until then and are not charged on the 1st of December.

3️⃣ Allow customers to cancel with a minimum notice period

Customers can cancel from their account, but must give you a set number of days' notice. You will be prompted to enter the number of days required. The notice period is added to the cancellation date, if a billing date falls within that window, the customer will be charged in full for that period and their expiry will be set to the end of that billing cycle.

🧠 Example: A customer bills on the 1st of each month and cancels on the 15th of November with a 20-day notice period. The notice window runs to the 5th of December, which falls after the 1st of December billing date. The customer is charged in full on the 1st of December and their expiry is set to the 31st of December.

💡 Commitment periods: Regardless of which cancellation option you choose, if the payment plan has a minimum commitment period, the customer cannot cancel before that commitment is complete. If they try to cancel early, the expiry date will be set to the end of the commitment period and billing will continue until then.

Example: A customer cancels on the 15th of November but has a 6-month commitment ending on the 31st of January. Their expiry is set to the 31st of January and they continue to be billed as normal until then.

🔧 Why Can't I Edit the Cancellation Policy?

If you cannot see the option to edit the cancellation policy, it is likely because the payment plan has a commitment period set on it. Payment plans with a commitment cannot have their cancellation policy edited directly.

Click the arrow to learn how to work around this

To change the cancellation settings, you will need to retire the existing payment plan and create a new one with the cancellation policy you want.

Navigate to the payment plan and click Edit.
Under Future Purchases, set For sale to No, this payment plan cannot be selected. This retires the plan without deleting it.
Click Save.
Create a new payment plan on the same membership with the desired cancellation settings.

⚠️ Any customers already on the old payment plan will remain on it until their membership expires or is cancelled. They will not be automatically moved to the new plan.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.