This feature allows members to request a cancellation or freeze of their active membership directly through the ClubRight Member App.
💡 Important: This is a request only — not an automated action. No membership will be cancelled or frozen until your team processes it.
Package
This feature is available on the Complete package.
Why Use This Feature?
Enabling cancellation and freeze requests helps you:
Reduce inbound calls or emails about cancellations and freezes
Maintain full oversight — nothing is processed without your review
Log and track requests easily for audit or follow-up
Understand why members are requesting to cancel or freeze
How It Works
When enabled, members will see a “Request to Cancel” or “Request to Freeze” button next to their active membership in the Member App.
Once submitted:
A notification is sent to your team (via the dashboard or task list)
The member receives confirmation that their request has been submitted and is under review
You can then manually review and action the request as needed
When actioned, the member receives an automated confirmation with the relevant dates
How to Enable or Disable the Feature
Go to Settings → Club Info
Scroll to the 'Members Area' Settings tab
Toggle Request to Cancel Membership and/or Request to Freeze Membership on or off
Click Save Changes
By default, this feature is switched off — giving you control over whether or not to use it, based on your club’s policies.
Configuring the Feature
Set Up Cancellation & Freeze Reasons
Go to Settings → Cancel/Freeze Reasons to add your own reason options for the dropdown menus members see when making requests. This helps you understand why members are leaving or pausing.
Set Freeze Duration Limits
Go to Settings → Freeze Date Preferences to set your minimum and maximum freeze periods (e.g., maximum 3 months). Members can then select their desired freeze dates within your limits.
Add Your Terms & Conditions (Optional)
Go to Settings → Cancel/Freeze Terms to add your club's cancellation and freeze criteria. When configured, this displays in a pop-up modal when members navigate to the request area, ensuring they understand your policies before submitting.
Reporting
Access Cancellation Reasons Report and Freeze Reasons Report in the reporting section to view all requests, selected reasons, notes, dates, and completion status. Filter by date range to identify trends and improve retention.
Helpful Tip
We recommend updating your automated responses or follow-up processes to align with how you'll handle requests (e.g. time to respond, required steps, etc.) — this helps manage member expectations and ensures a smoother experience.