Click to Cancel 

What is Click to Cancel

Click to cancel is a feature that enables customers to terminate their service or membership contracts directly through an online platform, without needing to contract customer service by phone or email. The spirit of the regulation is designed to enhance transparency and comply with emerging consumer protection regulations.

- Regulatory or compliance drivers:

This feature is driven by FTC amendments to its Negative Option Rule. This amendment requires companies to allow consumers to cancel using the same method they used to sign up
- Overview of how it improves the member experience

The spirit of the regulation is to empower members with control and autonomy. Self-service cancellations allow members to manage their own accounts without having to call or email support.
- Where users can access this cancellation process

This process can only be accessed by users by logging into their Member Portal account. This process is also only available to contracts purchased online through Member Portal. Contracts purchased in-person will need to still be cancelled in person.

Contracts Eligible for Click to Cancel

- Eligibility criteria for contracts

Only contracts purchased through Member Portal are eligible for click to cancel. This includes term, ongoing, and renewable contracts.

Please note – Cancelling a contract does not void the contract, the contract cancellation is still subject to terms of the cancellation (i.e. cancellation notice). Payments will still be due for all periods where the contract was applicable and serviced.
- Examples of eligible vs. ineligible contracts

Eligible contracts: Contracts purchased through Member Portal

Ineligible Contracts: Contracts purchased in-person or through Member Manager
- Exceptions or restrictions

As of now, there are no exceptions or restrictions to contracts purchased on Member Portal outside of the necessary cancellation notice period that is applied to contracts at point of cancellation.

Click to Cancel Process

Below is information on how to cancel memberships on Member Portal

1. Where to find the cancellation button:

This button is located in the “Manage Memberships” area on Member Portal. On applicable contracts, you will see a button to begin the cancellation process:
2. Verification/authentication process
3. Confirmation screens or acknowledgments
4. Post-cancellation notifications
5. Member follow-up

Benefits of Advocating Click to Cancel in Member Portal

There are numerous benefits to including the ability to click to cancel contracts in Member Portal – these include:

- Reduces inbound support volume to your club through phone calls and emails.
- Provides transparency and autonomy to members to manage their contract memberships.
- Faster resolution times on contract cancellations.
- Enhances trust and satisfaction through allowing this option of contract management.
- Compliance alignment with FTC regulations.

[Last Updated: 6/19/2025]

Author: Michael Brandt

Document Version: 1.0