Freeze and cancel calls handled by the club's policy
A member calls to freeze for knee surgery or cancel for a move to Calgary. They hear your policy plainly, an eligible freeze is set up on the call, and a cancel reaches your team with everything it needs.
A member calling to freeze, cancel or ask what their contract allows.
Reads the plan, explains the policy, sets up eligible freezes, logs cancels, sends disputes to the manager.
Freezes in place, cancel requests with the proof needed, and disputes on a warm transfer.
How it works
- Finds the plan
Matches the member and reads their plan, the next payment date and any freeze already used this year.
- Hears the reason
Surgery, travel, pregnancy, a move or money. The reason decides which part of your policy applies.
- Explains your policy
Notice periods, freeze length and cost, what proof a move needs, in your wording and nothing more.
- Sets up an eligible freeze
A freeze your policy allows goes on the account with its start and end dates, and the member gets a text confirming them.
- Logs the cancel
A cancel goes to the membership team with the reason, the proof still needed and the member's last billing date.
- Disputes go to a person
A member arguing a charge or a cancellation fee is warm-transferred to the membership manager with a private summary.
Example call
- CustomerHi, I'm having knee surgery next week. Can I put my membership on hold?
- AI agentOf course, and I hope it goes well. Is this Gord Ferreira? Your plan allows up to three months' medical freeze with a doctor's note, at no charge.
- CustomerYes, that's me. Probably two months.
- AI agentI can start it on the 14th and end it on the 14th of January. You can text a photo of the note to this number.
- CustomerPerfect. And my payment on the 12th?
- AI agentThat one still comes out, since it's before the freeze starts. After that, nothing until January 14th. I'll text you the dates.
After the call: Gord's medical freeze is on his account from November 14th to January 14th, waiting on the doctor's note, which he texted that afternoon. The membership team sees it as done, with the note attached.
What your team gets
- Eligible freezes set up on the call, with dates confirmed by text
- Cancel requests with the reason and proof needed
- Doctor's notes and address proof attached to the account
- Disputes warm-transferred to the membership manager
- Freeze and cancel reasons tracked month by month
Questions
Can it cancel a membership by itself?
It logs the cancel with everything your team needs. Whether a cancel completes on the call is your choice in setup.
Will it argue to keep a member?
No. If a freeze fits the reason, it mentions it once. If they still want to cancel, it takes the request.
What does it do with an angry member?
It stays calm, doesn't debate the charge, and puts them through to the membership manager with a short private summary first.
Hear it on your phone
Request a demo call and the agent phones you, set up for gyms and fitness studios like yours.