How a member cancels

Mobile

There is no standalone “cancel my membership” button. A member ends their membership by deleting their account, and Avex cancels their subscription as part of that.

Knowing this matters, because a member who says “I cancelled in the app” has done something with wider consequences than cancelling — and it’s reversible if you catch it in time.

Where they do it

More → Profile → Delete account.

The screen tells them: “Permanently delete your Avex account. If you have an active gym membership, your subscription will be set to cancel at the end of your current billing period.”

What happens

It depends on whether they have an active subscription.

Their situation	Result
Member or trial member with an active subscription	Status becomes deletion pending. Their Stripe subscription is set to cancel at the end of the current billing period — not immediately. They keep full access until then
No active subscription (or no gym)	Account is deleted immediately
Staff or owner	Blocked. Staff accounts can’t be deleted from the app

They keep access until the period ends

A member who deletes mid-cycle isn’t cut off that day. They’ve already paid for the period, so booking and check-in keep working until it expires. No refund is triggered.

It’s reversible — while they’re in deletion pending

If they change their mind before the deletion completes, cancelling the request resumes their Stripe subscription — cancel_at_period_end flips back off and billing continues as if nothing happened.

Once the account reaches the fully deleted state, the subscription is gone. They’d have to sign up again from scratch.

This is the window that matters. A member in deletion pending can be fully recovered with no re-signup and no billing gap. Once they’re past it, you’re starting over. If someone tells you they deleted their account by mistake, act that day.

What you should do about it

Watch for the deletion pending status. It’s the clearest cancellation signal in the platform — a member who deleted their account has decided, and you have until their period ends to change their mind.

Check your AI drafts. If Cancel Intent Detector is enabled and they messaged you before deleting, there may already be a save offer waiting for approval.

Call them. A deletion is worth a phone call in a way a lapsed payment isn’t.

What this is not

Deleting an account is not the same as you cancelling their subscription:

	Member deletes account	Staff cancels subscription
Subscription ends	At period end	At period end or immediately, your choice
Their data	Anonymized after the grace period	Fully retained
Coming back	Signs up from scratch	Existing record, history intact

If a member wants to stop paying but keep their history — the common case — you should cancel their subscription for them rather than letting them delete. Their check-ins, PRs, and signed waivers survive, and if they return you just add a new subscription to the record that’s already there.