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Setting a Cancellation Policy

Learn how to set a cancellation policy, so that members must contact the organization to cancel

Mitch Colleran avatar
Written by Mitch Colleran
Updated over 2 weeks ago

Summary

Join It gives organizations the flexibility to manage their membership experience—including how cancellations are handled. One important customization is setting a Cancellation Policy, which allows organizations to control whether members can cancel their own memberships.

Setting a cancellation policy allows for organizations to disable a members ability to cancel their membership themselves ('self-service cancellation') and allows the organization to define a policy (e.g. "Contact us at support@your-organization.com" or "Come to our location to cancel in person.").

Why Set a Cancellation Policy?

By default, an organization's members can cancel their own memberships. While this self-service option works well for many organizations, it’s not ideal for everyone. Some groups may prefer to manage cancellations directly—whether for operational, logistical, or customer service reasons.

To accommodate this, Join It allows organizations to disable self-service cancellations and define a custom cancellation process.

How to Set a Cancellation Policy

Follow these steps to update your cancellation settings:

  1. In your Join It dashboard, click on ‘Members’ in the navigation menu.

  2. Select ‘Member Settings’ from the dropdown.

  3. Locate the ‘Cancellation Settings’ tile and click ‘Edit Cancellation Settings’.
    (Shortcut: You can also click here to jump directly to the settings.)

  4. Choose whether or not to allow members to cancel their own memberships:

    • To disable self-cancellation, select "No, members cannot cancel their own memberships."

  5. Provide a clear explanation of how members can cancel their membership instead—e.g.:

This ensures members have the guidance they need while giving your organization more control over the process.

Description of screenshot: Displaying where to set the Cancellation Policy

Frequently Asked Questions

Can Members Cancel their Auto Re-billing if Self-cancellation is disabled?

No. When self-service cancellation is turned off, members are also unable to cancel their auto re-billing on their own.

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