Nothing pauses. Nothing cancels. Unless it goes through one of these two links.
Your job, in one line
Send the member the right link: swingfitacademies.com/cancel or swingfitacademies.com/pause. Tell them you'll follow up before it goes through. The page and the form handle the rest, the request, the fee, the payment, the record. A request made by WhatsApp, phone, email, or Cliq is not a pause or a cancellation, and the member keeps being billed until they submit the form.
What each page does
Cancelswingfitacademies.com/cancel
Who it's for
- Any member ending their membership — 12-month or month-to-month.
What the form works out
- 12-month, more than 3 months left: fee = 3 months at their current rate.
- 12-month, 3 months or fewer left: fee = all remaining months.
- Month-to-month: no fee. Cancellation isn't available in the first month; after that, access continues 30 days from the request before it stops on its own.
What happens after they submit
- Member submits the request.
- We review it (the page tells them "usually within an hour").
- If a fee applies, they get a secure checkout link and pay online — no one on the team invoices them separately.
- Once it's paid (or straight away if there's no fee), we confirm.
- 12-month members: access ends the moment it's confirmed. Month-to-month members: access runs the full 30 days, then ends automatically.
Pauseswingfitacademies.com/pause
Who it's for
- 12-month members only. Month-to-month memberships can't pause — cancelling is the only option if they need to stop.
The terms shown on the page
- Up to 56 days off per calendar year, in total.
- 14-day minimum per pause.
- No billing for the days they're paused.
- Their 12-month term stretches out by the length of the pause — they don't lose committed time.
- Access comes back on its own on the end date. No action needed from anyone.
- Medical pause: the form has a spot to upload a letter from a healthcare provider, which we review.
What happens after they submit
- Member submits the request.
- We confirm the dates by email, usually within an hour.
- Billing stops immediately and the term extends.
- On the end date, access resumes on its own.
What lands in the CRM
Every submission — pause or cancel — syncs straight to the member's Contact record: membership status, cancellation date, and pause start/stop dates. You'll see it there the moment it comes in. You don't need to check email or hunt through the form to know a request has landed.
Worth knowing: the pause page's "Policy Details" section currently repeats the month-to-month notice and 12-month termination-fee text from the cancel page. That text doesn't apply to a pause request. Flagged here for Max. No action needed from you, just don't quote the fee language off that section when talking about a pause.
Common questions
A member messages me on WhatsApp asking to cancel or pause. What do I do?
Send the link and tell them you'll follow up before it goes through. A message to you isn't a cancellation or a pause — the member keeps being billed until the form is submitted.
Do I need to work out the termination fee myself?
No. The cancel form calculates it from their plan and months remaining, then collects it through a secure checkout link. You never invoice anyone separately.
Can a month-to-month member pause?
No. Pause is for 12-month members only. A month-to-month member who needs a break has to cancel and rejoin later.
How long can a 12-month member pause for?
Up to 56 days a year in total, 14 days minimum per pause. Their 12-month term extends by however many days they're paused, so they don't lose committed time.
How do I know a request has come in?
Check the member's Contact record in CRM. Status and the relevant dates update automatically the moment the form is submitted.
What's my job once a request lands?
Follow up before it's confirmed. Ask why, and find out whether a conversation, a pause instead of a cancellation, or an escalation to Max changes anything. Log what you tried.
A member joined a couple of days ago and wants a refund — does the form cover that?
Yes. If they joined online and haven't used a session yet, the cancel form covers the 48-hour refund window too — no separate process.
A member disputes the fee or asks for an exception. What do I do?
Escalate to Max. Nobody on the team is authorised to waive or adjust what the form calculates.
See it for yourself
Read every line a member reads — the bullets, the fee explanation, the timeline — so you can answer questions before they're asked.
- I've opened the pause page and read the bullets, the timeline, and the medical-pause note.
- I've opened the cancel page and read the fee logic and the timeline.
- I could explain either page to a member without opening this doc.
Stop before you hit submit unless Max has set you up with a designated test membership. Submitting either form creates a real CRM record and can trigger a real checkout or confirmation email.