Cancel a subscription
Web Owner · AdminStaff cancel a subscription from the member’s record. Members can also end their own membership by deleting their account, which cancels the subscription at period end — but that anonymizes their data, so cancelling for them is usually the better outcome.
Steps
Open their record
Members → find them → open → Subscription.
Click Cancel Subscription
Choose when
| Option | Effect |
|---|---|
| At period end | They keep access until the paid period expires. No refund needed |
| Immediately | Access ends now. Consider a prorated refund |
Confirm
What happens
- Their status moves to Ex-member
- Booking and check-in stop (immediately, or at period end)
- Future charges stop
- All history is retained — check-ins, workout logs, PRs, signed documents
If they come back
Everything is still there. Create a new subscription on their existing record rather than a new member record — they keep their check-in count, PRs, and signed waivers.
Cancellation notice periods
If the plan has cancellation notice days, that’s your policy to enforce — Avex records the terms but doesn’t automatically delay the cancellation. Decide whether to honor the notice period and cancel at period end accordingly.
Before you cancel
If Cancel Intent Detector is on, Avex AI may already have flagged this member and drafted a save offer based on their history, plan value, and attendance. Check the AI command center before processing a cancellation — a retention attempt costs nothing.