Membership policies - freezes, commitments, and fees
Rolling memberships live or die on the fine print: how long someone is locked in, what happens when they want to pause over Christmas, and what a 6am no-show actually costs. Revively enforces those rules rather than leaving them in a PDF nobody reads.
Policies sit in two places:
| Where | What it controls |
|---|---|
| The membership plan | Everything specific to that plan - commitment, freeze allowance, what a late cancel does to this member |
| Settings → Business rules | Studio-wide amounts and windows that apply across all classes and memberships |
Set the studio-wide rules once, then tune per plan.
Minimum commitment and cancellation
Open a plan and expand Commitment & cancellation:
- Minimum commitment - how long the member is locked in before they can cancel. A 12-week commitment that renews is the boutique standard.
- Cancellation notice (days) - how much warning you need before the membership ends.
- Leaving early - what someone pays to break the commitment: nothing, a fixed Break fee, or the remaining commitment payments.
Freezes and pauses
Expand Freezes / Pauses on the plan:
- Turn on Limit how often and how long members can freeze to enforce an allowance.
- Set Max freezes per commitment cycle, plus Max length (days), Min length (days), and Days per year.
- Set Notice (days) if you need warning before a hold starts.
- Choose a Freeze fee - none, one flat amount per freeze, or a reduced amount per week frozen - and set the amount.
- Turn on Members can freeze from the portal to let them do it themselves within those limits, or leave it off to keep freezes a front-desk conversation.
Billing pauses for the frozen period and the next charge shifts out, so a member is never billed for weeks they were on hold.
Freeze or resume from the desk
On Memberships → Subscribers, use the row actions:
- Freeze - pick Freeze from and Freeze until, then confirm.
- Resume - available on a paused membership. Billing and access resume, and any remaining freeze time is cleared.
The roster shows a Freeze until column so you can see who is on hold at a glance.
Late cancels and no-shows
Two layers work together.
Studio-wide amounts live under Settings → Business rules → Classes:
- Turn on Enable fee invoices.
- Set the Window (hours before start) - cancels inside this window count as late.
- Set the Late cancel fee (AUD) and the No-show fee (AUD).
Fees raise a flat fee invoice. They are not auto-charged off-session, so nobody's card is silently debited - you collect the invoice like any other.
Per-plan consequences live on the plan under Credits & penalties:
- Late cancel - charge the fee, take the class credit, or both.
- No-show - charge the fee, take the credit, or both.
That split lets an unlimited plan lose nothing but the fee, while a 3-class-a-week plan also loses the credit.
Unused credits
Still under Credits & penalties on a limited plan:
- Roll unused credits into the next interval carries leftovers forward instead of expiring them weekly.
- Max credits carried caps how many can stack up.
- Credit expiry (days) puts a clock on rolled-over credits.
Perks and plan changes
Expand Perks & plan changes:
- Plan change timing - a switch takes effect at the start of the next billing period, or straight away with the difference prorated.
- Allow downgrades - whether members can move to a cheaper plan themselves.
- Priority booking - gives the plan an earlier booking window than lower tiers.
- Intro offer plan - flags a first-timer plan so it reports separately from your core memberships.
Failed payments and access
When a membership payment fails, the subscriber moves to past due. Under Settings → Business rules → Memberships, set Days before hard block (check-in / booking):
- 0 blocks class booking and check-in immediately.
- Higher values allow a grace period, with warnings shown on the roster before access is cut.
Members can update their card from the portal during the grace period, which resolves most failures without a phone call.
Class scope
Use Class scope on the plan to control what the membership actually covers - Included classes for named classes, or Included categories to cover a whole group at once. Leave both empty when the plan covers everything.