Save the membership · a cancel flow that asks why
Save the members you'd lose online.
Before a cancellation goes through, the flow asks one question and offers the fix that fits the answer: a smaller plan, a freeze, another location, a call from the manager. Every screen uses the member's real visits and plan, your team hears why, and the members drifting away show up weeks before they cancel.
Be the member. Try to cancel.
Tap through the phone. The notes beside it explain each step and the club data behind it, and when you finish, they show exactly what your team gets.
Unlimited Monthly
Look how far you've come
- 46 classes since February
- Your best month: 14 classes in May
- 9 Tuesdays in a row this spring
- 1 guest pass still unused this month
Coming in less lately? You don't have to stop. A smaller plan or a freeze keeps your routine within reach.
What's the main reason?
Pick a plan that fits now
You averaged 3 classes a month since August. One of these may fit better.
8 visits a month
4 visits a month · fits your last 2 months
No monthly bill
Take a break. Keep your rate.
No charges while frozen. We'll remind you a week before it restarts.
Cancel your membership?
You can keep taking unlimited classes until Nov 30. Come back any time.
You're all set.
Your membership stays active until Nov 30. That's six more weeks of unlimited classes.
Your guest pass is good until Oct 31. Bring someone along.
Rejoin before Nov 30 and keep your current rate. One tap from here or any of our emails.
Done.
Finish the flow, as a save or a cancel, to see the alert your team gets.
Before anyone cancels: the at-risk list.
Cancelling is the last step. The first sign is a member coming in less. Every morning the list reads each member's visits from your club system and flags anyone whose pattern has dropped, so your team calls them while they're still a member.
| Member | Plan | Usual | Last 2 weeks | Last class | Flag |
|---|---|---|---|---|---|
| Jordan M. | Unlimited | 3.1 a week | 0.5 a week | 12 days ago | Call today |
| Priya S. | Unlimited | 4.0 a week | 1.5 a week | 4 days ago | Text |
| Marcus T. | Basic 8 | 2.0 a week | 0 a week | 17 days ago | Call today |
| Alex R. | Unlimited | New, 3 weeks | 1 total | 9 days ago | New, no routine |
The reason decides the offer.
Each answer leads to a different save, and a named person follows up. A blanket discount teaches members to threaten to cancel. A matched offer doesn't.
| They say | They're offered | Who follows up |
|---|
How it connects to your club system.
| What we need | Why | From |
|---|---|---|
| Each location's approval to connect | Club systems require the owner to approve an outside app before it can read anything | Each owner |
| Read access: members, contracts, visits, bookings | Powers the at-risk list, the "look how far you've come" screen and the team alert | Your club system |
| Write access: freeze, change plan, add a note | Lets a save happen in one tap instead of a front-desk task. Optional at the start: your team can apply it by hand from the alert | Your approval |
| Cancellation alerts | Starts the win-back sequence the moment someone cancels, wherever they cancel | Your club system |
| Your freeze, notice-period and plan rules | So the flow never offers something your membership agreement doesn't allow | You |
It runs on iJoin, which already writes into ABC Fitness, Glofox and Zenoti. If you run something else, ask us.
After they cancel: the win-back.
Members stay active through the notice period, so the first messages land while they can still walk in. Tap any step to read the draft.
Why the cancel email loses members you could keep.
By the time someone writes in to cancel, they have already decided. The offer that might have kept them comes after.
Many clubs already sell a freeze or a smaller plan. Members asking to leave rarely know to ask for either.
Every cancel email is a task for the front desk, and the save depends on who picks it up and when.
More states expect members who joined online to be able to cancel online. A flow that tries to save them first gets you there on your terms.
See the rest in action.
The cancel flow is one part of iJoin. Walk the join and booking flows it is built on. The clubs are made up. The software is real.
The cancel flow on iJoin
The same flow, running on the iJoin demo club, with the club-side view beside it.
Try it on iJoin → Gyms and studios · demo 1North Pole Fitness Club
A gym on ABC: plans from ABC, joins into ABC, and classes booked from the member portal.
Walk the gym demo → Med spas · demo 2North Pole Frosty Medspa
A med spa on Zenoti: region, studio, provider, time and checkout in about a minute.
Walk the med spa demo →Questions people ask.
Can a member still cancel?
Yes. Every offer has a "No thanks, cancel" button right under it, and the confirm screen states the notice period, the last bill and the end date plainly. Hiding the cancel button only leads to chargebacks and bad reviews.
Who decides what the offers are?
You do. Offers come from your own plans, freeze rules and locations, so a member never sees something your membership agreement doesn't allow.
Which club systems does it work with?
It runs on iJoin, which already writes into ABC Fitness, Glofox and Zenoti. If you run something else, ask us.
We're a single studio. Is this for us?
Yes. The reasons and offers work the same way. Where a multi-location brand offers a transfer, a single studio offers a lighter plan or a pause.
What do we see each week?
Saves and cancellations by reason and by location: which offers work, which locations save the most, and where the leak is.
Is this legal advice about cancellation rules?
No. Cancellation rules vary by state. Check yours with your own counsel.
See it with your memberships in it.
Northside Fitness, its members and its numbers are made up for this demo. ABC Fitness, Glofox and Zenoti are trademarks of their owners; Sneeze It and iJoin are not affiliated with or endorsed by them.