Start at Step 1. Work through Common Questions. Run the self-check. Only then go to Akash.
1
First stop
You own this
Handle it — no escalation needed
Direct a member to the cancel or pause form — swingfitacademies.com/cancel · /pause
Quote any price from the published pricing table — memberships, PAYG, group packs
Explain tier differences, billing dates, credit rules, and commitment terms
Process a membership upgrade to a higher tier or lesson count
Make an offer after an evaluation — membership or PAYG, your read of the room
Check in on any member who hasn't booked in 14+ days
Follow up on every cancellation form before it processes — a save attempt is mandatory
Confirm coach assignment, first lesson booking, and onboarding steps for new members
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Before you ask anyone
Common Questions
Answers to what comes up most — find yours here first
Direct them to swingfitacademies.com/cancel — that is the only valid channel. Tell them you'll follow up before it processes. Do not acknowledge the message as a cancellation. The form is the process, and it gives you the window to attempt a save.
12-month members: they can pause via swingfitacademies.com/pause — up to 56 days per calendar year. Credits and billing freeze for the duration.
Month-to-month members: pausing is not available. If they want to stop, they cancel.
The evaluation is 99 AED. It is waived when the member joins a membership on the same visit. Some older materials said it was always free — that is incorrect. Don't contradict the member directly if they're confident they were told otherwise. Listen, explain the correct position calmly, and escalate to Akash if they're pushing back hard.
They cannot exit. The first 3 months are a commitment window — the contract stands in full. Explain this clearly and calmly. Acknowledge their situation without suggesting the policy is wrong. If they're pushing back, that goes to Akash.
3 months' fee at their current monthly rate. The cancellation form calculates and collects this automatically — you do not handle it manually. Direct them to swingfitacademies.com/cancel. Before you do, make a save attempt.
Always +200 AED/mo over the 12-month price for the same tier and lesson count. If the 12-month price is 1,297 AED, month-to-month is 1,497 AED. The rule applies across every tier.
No — credits do not roll over and you are not authorised to reinstate them. Acknowledge the member's frustration, explain the credit rule, and if they're pushing for an exception, that goes to Max via Akash.
The credit is forfeited. Less than 24 hours' notice or a no-show counts as used. The rule stands. Listen and empathise — but do not offer to reinstate it. Escalate to Akash if they keep pushing.
No. You are not authorised to offer any price that is not in the published pricing table. If a member is asking for a discount, listen to their reason, explain that discounts are not something you can authorise, and let them know you'll raise it with Akash. Akash takes it to Max if it warrants a conversation.
Coaches are assigned by the Academy — members do not choose. Acknowledge the request, explain this clearly, and if there's a concern about the coaching relationship itself (not just a preference), bring it to Akash.
Their membership auto-converts to month-to-month at the month-to-month price (+200 AED/mo) unless they gave 30 days' notice before the term ended. Reach out proactively as the term approaches — don't wait for the auto-convert to surprise them.
Yes — the same day you notice it. A short message is enough: "Haven't seen you in a while — everything ok?" Don't wait for them to flag it. Inactivity is a churn signal and early contact is far more effective than a late save.
Before you message Akash
Run this check first
Work through these before escalating. If you can answer yes to all of them and still can't resolve it — then go to Akash.
I've checked the member's current membership status and billing in the system (Akash can pull this for you if you can't access it)
I've looked up the answer in the training modules or the common questions above — and it's genuinely not there
I've explained the policy or position clearly to the member and given them time to take it in
I'm escalating because I genuinely cannot resolve this — not because I'm uncomfortable having the difficult conversation myself
I can explain to Akash in one sentence what I've already tried and why it didn't work
When you message Akash: tell him what the situation is, what you've already tried, and what you need from him. Don't hand the whole thing over — give him enough to advise you.
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2
Second stop
Speak to Akash
Cliq · Call · In person — whichever is fastest
Akash can pull the member's full membership status and billing data — useful before any difficult conversation
A member is pushing back on policy after a clear explanation and won't accept the answer
A save attempt hasn't worked and the cancellation is about to go through
A complaint has gone past first contact and the member is still unhappy after your response
A situation doesn't fit the playbook and you need a judgment call
A member is asking for something not in the pricing table — Akash takes it to Max if it warrants a conversation
A coach assignment or coaching experience concern raised by the member directly
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3
Third stop
Akash speaks to Max
The MS team does not go to Max directly
A discount, price, or offer not in the published pricing table
Reinstating expired credits — any amount, any reason
A refund request — any amount, any reason
A billing dispute where there may be a genuine error on our side