Cancelling a membership ends it permanently. Unlike freezing, a cancellation cannot be undone; the member will need to be added to a new membership plan if they return. You can cancel immediately or schedule the cancellation for a future date.
How to cancel a membership
Click Contacts in the left-hand menu and select Members.
Find the member and click their card to open the quick panel, then click Full profile.
On the member's profile, click the membership tile (for example, Rolling Monthly (Active)) to open the Manage Membership panel.
Click Cancel.
Set the Cancel on date. This defaults to today for an immediate cancellation. To schedule a future cancellation (for example, at the end of the current contract period), change the date accordingly.
Click Cancel membership to confirm. If the membership has a bolt-on, you'll also see a Cancel & remove credits button (see below).
Once cancelled, no further payments will be taken after the cancellation date.
Important: Cancellation is permanent. If you only need to pause a membership temporarily, use the Freeze option instead. See Freezing, unfreezing and pausing memberships for details.
What happens after cancellation
Once a membership is cancelled, the member's status changes to Cancelled. Cancelled members appear under the Cancelled status filter on the Members page.
Depending on how the membership plan is configured, the member may be marked as Cancelled or remain as a Customer after their membership ends. This is set under Member Status After Cancellation in the plan's Duration settings.
Are the member's future bookings removed when I cancel?
No. Cancelling a membership doesn't remove the member's future bookings, even if you cancel it immediately. They stay booked into their classes and appointments after the cancel date, so if they won't be coming, remove them yourself, especially if they're a regular.
Classes: bookings that the cancelled membership was paying for are marked as unpaid from the cancel date, unless another of the member's memberships covers that class. In the class, the member shows as UNPAID with a Pay button next to their name, and still takes up a place.
Regulars: a member who's a regular on a class stays a regular after you cancel, and keeps being booked into each new session as unpaid, taking up a place. Removing them from one week's booking doesn't stop the next one being added, so when you cancel, remove them as a regular using All future activities.
Credits: bookings paid for with a credit are left as they are.
Bolt-on credits: if the membership has a bolt-on, the cancel section shows a Cancel & remove credits button next to Cancel membership. This ends the unused credits that this membership's bolt-ons gave the member. Any future booking paid with those credits moves to another of the member's credit packs that covers the class. If none does, the booking is marked as unpaid. Credit packs the member bought separately aren't affected. The button only appears when the membership has a bolt-on.
Appointments: future appointments covered by the membership, such as PT and 1-to-1 sessions, stay booked. They keep showing the plan's name and aren't tagged as unpaid. Cancel any future appointments the member no longer needs.
Scheduled cancellations: if you set a future Cancel on date, nothing changes until that date. The membership changes to Cancelled overnight on the cancel date, and only bookings after it are marked as unpaid. Bookings on or before the cancel date aren't affected. The exception is Cancel & remove credits: with a later cancel date, bookings paid with bolt-on credits are moved or marked as unpaid straight away, including ones before the cancel date.
To see what a cancelled member is still booked into, open their profile. Their upcoming class bookings are listed under Member activity. To take them off their future classes:
Open the diary from the calendar icon in the left menu and click the next session of a class they're booked into.
In Activity Details, click the bin icon next to their name in the Regulars or Bookings column.
If they're a regular, choose All future activities to take them out of that session and every later session of the class in one go, or This activity only to remove them from just that session.
Repeat for any other classes they're still booked into.
The member receives a booking cancellation email, and any credits they booked with are returned. To cancel a future appointment, open it in the diary, click Delete and confirm with Yes, delete this appointment. For more detail, see Adding and removing member bookings manually.
Member-initiated cancellation requests
If you have enabled cancellation requests in your Member Area settings, members can submit a cancellation request themselves through the Member Area. These requests appear in Settings > Finance & Billing > Cancel & Freeze Requests for your team to review and action.
To enable this, go to Settings > Member Area > Access & Registration and toggle on Enable cancellation/freeze requests.
Scheduled vs immediate cancellation
ClubRight gives you two options when cancelling:
Immediate cancellation: leave the Cancel on date as today. The membership ends straight away and no further payments are taken.
Scheduled cancellation: set a future Cancel on date. The membership remains active until that date, and payments continue as normal. Collections due before the cancel date are still taken.
Scheduled cancellation is useful when a member has given notice but wants to continue using the gym until the end of their current payment period.
Helpful tip: If a member asks to cancel but you want to try to retain them first, consider offering a freeze instead. A short freeze gives them time away without permanently ending their membership.
Does a member get money back if they cancel part-way through the month?
No. Cancelling never works out a part-month amount and never refunds anything by itself. This is the same for Direct Debit, card and paid-upfront memberships: nothing comes back automatically.
If you want to give a refund, you do this separately. A refund is always the whole payment, or the whole Till sale. You can't refund part of a payment. See Refunding a member: process and rules.
Here's what cancelling does stop:
Direct Debit (ClubRight Pay and GoCardless): any collection due on or after the cancel date is stopped. A collection due before the cancel date still goes ahead. If a collection is already with the bank and can't be stopped, you'll see a warning when you cancel, offering the day after that collection as the cancel date.
Card: no card payments are taken from the cancel date onwards.
Paid upfront: nothing more is taken, and nothing is given back.
To let a member use the time they've paid for, set the Cancel on date to the end of their paid period. They keep access for the whole of the cancel date, and the membership changes to Cancelled overnight after it. If the cancel date is the next payment day itself, that payment isn't taken.
For example, a member pays on the 1st of each month and asks to leave mid-month. Set the Cancel on date to the 31st. They keep access until the end of the 31st, and the payment due on the next 1st isn't collected.