Under data protection law, a member can ask you to delete their personal data or to give them a copy of it. ClubRight gives you the tools to handle both: members can lodge an account deletion request from the app, and you can export a member's details from your member list. This article explains how each request works and what to do when one comes in.
Important: ClubRight is a data processor. Deciding whether and how to action a member's data request is the responsibility of your club as the data controller. ClubRight does not delete or release member data automatically on your behalf. We are not legal professionals, so if you are unsure of your obligations, take your own legal advice.
Account deletion requests
A member can request that their ClubRight account is deleted from within the member app. This is a request to your club, not an automatic action: nothing is deleted until you action it. It is also separate from cancelling a membership. A deletion request does not cancel the member's membership or stop their payments, and cancelling a membership does not delete a member's data. Treat the two as different jobs.
Because a deletion request often comes from a member you have not seen for a while, it can be a chance to re-engage them before you remove their record.
How a member submits a request
From the member's side, the request is made in the My Profile section of the member app:
The member opens My Profile and scrolls to the bottom of their personal details.
They select Remove online access.
The request is lodged with your club and shows in the member's app as pending.
The member can keep using the app as normal while they wait for your club to respond.
How to action a request in club
When a member lodges a request, it comes through to your club as a task to handle:
A notification appears under your tasks on the club dashboard, flagging the request.
A task is created automatically, labelled so you can see it is a data deletion request rather than a general task.
Contact the member if you need to, then delete them from your club database when you are ready to action the request (see below).
Mark the task as Done once the member has been removed.
Important: Deleting a member from your database is permanent. Before you delete, make sure you have dealt with anything that depends on their record, such as outstanding payments, and that you are satisfied the request is genuine.
How do I delete a member, and who can do it?
To delete a member, open their profile, click the three dots (⋮) at the top right and select Delete member. Only logins with Owner-level access or above, such as Business logins, can delete a member. If you log in as a Manager, Staff or Trainer, you won't see Delete member and will need to ask an Owner to do it.
The steps are the same whether you're deleting an account after a member's deletion request, removing a duplicate member you set up by mistake, or removing a contact you no longer need:
Go to Contacts > All Members and open the member's profile.
Click the three dots (⋮) at the top right of the profile.
Select Delete member. ClubRight checks whether anything needs dealing with first.
If nothing is in the way, you'll be asked to confirm. Select Yes, delete it.
Deleting a member is permanent. It deletes the member and redacts their personal data, while their payment history is kept for your records. You can't undo a delete or restore the member yourself. If a member has been deleted by mistake, ask to talk to a member of the Customer Success team.
What stops a member being deleted?
If something needs resolving first, ClubRight shows Can't delete [member name] yet with a list of what to fix. For example:
The member still has a membership. Cancel all of their memberships first, including frozen and expired ones. Memberships that are already cancelled don't stop the delete.
A payment is still processing. Wait for it to finish before you delete the member.
The person is the only Owner on your account. Add another Owner before deleting them.
Where the fix is on the member's profile, select Go to memberships to jump straight to it. Once everything on the list is resolved, select Delete member again.
⚠️ Note: Deleting members isn't one of the permissions in Staff settings, so an Owner can't switch it on for a Manager, Staff or Trainer login. Only logins with Owner-level access or above, such as Business logins, can delete a member.
Exporting a member's data
A member has the right to ask for a copy of the personal data you hold about them, usually in a digital format. Although data protection law allows up to 30 days to respond, it is good practice to action the request promptly so it is not forgotten.
You can export a member's details from Contacts > All Members:
Go to Contacts in the left-hand menu and select the All Members tab.
Search for the member by name, membership number or email so they are the only member in the list.
Select Exports, then choose Export member data, Export membership data, or Export members & memberships with images (both spreadsheets plus the member's photo).
Select OK to confirm. The confirmation should say you are exporting data on 1 member.
Allow around 10 minutes for the file to generate, then open Exports > Recent exports and select Download.
⚠️ Note: Only Owner logins can export membership data. Business logins can export member data but not membership data, and Manager, Staff and Trainer logins don't have the Exports option.
Member data includes the member's contact details, address, date of birth, marketing consents and current membership. Membership data lists each of their memberships with status, plan, payment method, dates and next payment.
These exports don't include everything held on the member's profile, such as payment history, visits, bookings and messages. If you need these to respond to a request, ask to talk to a member of the Customer Success team.