5.9 – Member Freeze, Cancellation and Offboarding

Read the entire web page before giving membership information. The following are policies for The Edge Fitness; refer to the  membership agreement for specific details regarding a client’s membership.

  • Do a general name search for any member who calls. They may have several different account numbers.
  • Membership code “Sing” means that the member can only use the location at which they originally signed.
  • If this account has a rate greater than $29.95, any change affecting the dues or status of this account will need to be addressed on the corresponding spousal member.
  • Use a phone number search to locate the secondary member.

Freeze Procedures

The account must be current in order to freeze the account. Information required for freezing the membership agreement may be sent via regular mail or certified mail. If a member has been cancelled, but received a letter stating they could freeze, all the member has to do is call us for this option. Go ahead and reinstate the account. You can put the membership on freeze, but ask the member to send a written request.

Installment Members

Freezes are allowed for medical conditions. However, any other reason should be considered on a case-by-case basis. If the member’s reason for a freeze is other than a medical condition, do a CLI to determine whether or not an exception will be made. Proof is required for the freeze.

If the request to freeze is per a medical condition, the member must send in a letter from doctor stating the condition; if a student, a copy of the class schedule or student ID card along with a copy of the paid tuition receipt must be sent. A 30-day written notice of the request to freeze is required. The member is still responsible for any payments that fall within the 30-day period from the date ABC Financial Services, Inc. receives your proof to freeze. The membership agreement will be frozen from pay date to pay date. This is only allowed 1 to 3 months per calendar year. If the member needs more time, they must send another doctor’s letter or other required proof. If the request to freeze is per a medical condition or school, there will not be a charge during the months that have been frozen; the time and payments will be added to the end of the membership agreement.

If freeze is for any other reason, the payment amount due will be determined on a case by case basis, but will probably be with payment. Upon completion of the freeze, the payments will be due without prior notification. If the membership agreement is on draft, the payments will be drafted automatically.

Open-End Members

Freezes are allowed for any reason. A 30-day written notice of the request to freeze is required, no exceptions. The member is still responsible for any payments that fall within the 30-day period from the date ABC Financial Services, Inc. receives the request to freeze.

The membership agreement will be frozen from pay date to pay date, 1 to 3 months per calendar year. If more time is needed, the member must send another written request. There will be a $5.00 monthly charge during the months you have frozen. If a member argues about the freeze fee, drop it to $0.00.

Upon completion of the freeze, the payments will be due without prior notification. If the membership agreement is on draft, the payments will be drafted automatically.

Freeze for Medical Condition

Proof is required for the freeze. The member must send in a letter, letterhead and signed by the physician with a phone number to call and verify information, from the doctor stating the condition. Additionally:

  • Only 1 to 3 months per calendar year.
  • The member may extend the freeze every 3 months with another letter from your doctor.
  • There will be no charge during the months that you have frozen.
  • Upon completion of the freeze, the payments will be due without prior notification. If your membership agreement is on draft, the payments will be drafted automatically.

Paid in Full Members/Cash Members

Freezes are allowed for medical conditions with a 30-day written notice of the request to freeze. The member is still responsible for any payments that fall within the 30-day period from the date ABC Financial Services, Inc. receives documentation from the physician. The membership agreement will be frozen from pay date to pay date.

  • 1 to 3 months, 2 times per calendar year.
  • Time will be added to the end of the membership agreement.

Cancellation Procedures

The account must be current. Information required for cancellation of the membership agreement must be sent via email or certified mail. Always delete the automatic renewal with an X-DAR if a member sends in request. If a member says they have a 30-day trial, pull the contract to verify. There will be no refund issued on the membership agreement unless the contract states “money back.” If a member disputes the certified mail requirement, pull the contract to verify.

Installment MembersCancellation due to Moving

Members must residence 15 miles or more from all club locations, and provide sufficient proof that they are moving. They must sending one of the following:

  • New lease agreement in the member’s name signed by member and lessor.
  • New utility hook up or bill in member’s name.
  • Newly issued driver’s license.
  • Copy of a one way plane ticket with a copy of visa or green card.
  • PCS orders (boot camp and basic training not accepted).
  • Letter from new employer (must be on letterhead), along with a copy of a pay stub.
  • Closing papers on purchase of home (signed by all parties).
  • Students must send in a copy of a class schedule and tuition receipt (must be on letterhead).
  • Car or house insurance papers showing new address.
  • Post office change of address confirmation letter.
  • Current bank statement showing new address.
  • Current credit card statement showing new address.

A 30-day written notice of cancellation is required and the member will be responsible for any payments that fall within the 30-day period from the date ABC Financial Services, Inc. receives the sufficient proof of move. Payments will continue on the membership agreement until the sufficient proof of move is received.

Cancellation due to Medical Condition

Cancellation is allowed for a permanent disability. The member must provide a letter from the physician stating the permanent disability. This must be on letterhead and signed by the physician with a phone number to call and verify information if needed. Payments will continue until the proper document from your physician is received.

Open-End Members or Members Requesting to Delete the Auto-Renewal Clause

Members must send in a 30-day written notice to cancel the membership agreement. The postmark date begins the 30-day period. Members are responsible for any payments during the 30-day period.

Paid in Full Members/Cash Members

Cancellation is allowed per moving or medical condition.

•See the above requirements as listed under the Cancellation Procedures; same requirements as listed for the Installment Members.
•Once the membership agreement has been cancelled by ABC Financial Services, Inc., the information will be forward to The Edge Fitness for a prorated refund. Any information sent to ABC Financial Services, Inc. must include the 9-digit membership agreement number.