Membership cancellation procedure
SOP template
Check this template against your local regulations and your own policies before you use it.
| SOP no. | Version | Effective date | |||
|---|---|---|---|---|---|
| Owner | Approver | Review date |
Purpose
To cancel memberships correctly and fairly, in line with the membership agreement and consumer law.
Scope
Every request to cancel, freeze or change a membership, in person, by email or in the app.
Responsibilities
| Role | Responsibility |
|---|---|
| Front desk | Takes the request, offers options and starts the cancellation. |
| Manager | Handles disputes, refunds and hardship cases. |
Procedure
Take the request
Accept cancellations in every way your agreement allows, and record the date.
Ask why and offer options
Ask the reason, and offer a freeze or cheaper plan if it fits. Accept a no at once.
Caution: Don’t pressure members or make cancelling harder than joining. Many consumer laws forbid it.
Apply the notice period
Tell the member their last payment and last day, as the agreement sets out.
Stop billing
Set the end date in the billing system so no payment is taken after it.
Confirm in writing
Email the member the cancellation, the last payment and the last day.
Close the account
On the last day, deactivate their card or app access.
Records
- The cancellation request and the confirmation sent.
- The reasons given, reviewed each month.
Related documents
- Complaint handling procedure
Revision history
| Version | Date | What changed | Approved by |
|---|---|---|---|
