Membership Freeze Policy: How It Works
The Membership Freeze Policy defines when, how long, and under what conditions a member can pause their membership. With clear rules in place, the AI Support Agent can follow your instructions confidently collecting the right details, applying freezes correctly, and escalating when human input is needed.
What You Can Configure
You have full control over how freezes work for your business. Within the Settings> Freeze Policy settings, you can enable or disable freezes and define all key limits and conditions, including:
Maximum freeze duration — Set the longest time a member can freeze, measured in days, weeks, or months.
Maximum number of freezes — Limits how many times a member can freeze across their entire customer lifetime. If you enter 2, the member can freeze only twice total.
Freeze fees — Decide whether to charge members for freezing:
One-time fee applied at the start of the freeze.
Recurring monthly fee charged during the frozen period.
Exceptions — Allow specific override cases such as:
Medical conditions or illness
Injury or family emergency
Other custom reasons
Scope — Choose whether your policy applies to:
All memberships
Or selected membership types only
A reason is always required for any freeze request, so the AI knows how to categorize and handle it.
How It Works Behind the Scenes
When a member sends a freeze request, the process follows a clear automated path.
The AI checks whether freeze policies are activated.
It reviews key policy parameters — duration, frequency limits, and fees.
The AI collects important details:
Start date
End date
Reason for the freeze
If the request fits all defined rules, the AI applies it automatically. If it falls into a gray area or calls for human assistance the conversation is escalated for review.
System Rules and Limitations
Freeze management follows built-in rules to maintain consistency:
Freeze limits are lifetime-based per membership series — they don’t reset after renewal or unfreezing.
Each host has one unified freeze policy — individual memberships cannot have different limits.
Fee behavior is as follows:
One-time fees charge when the freeze begins.
Recurring fees charge monthly during the frozen period.
Both a start date and end date are required for standard freezes to apply.
These consistent rules ensure predictable outcomes for both your team and your members.
What the AI Can Reliably Do
Your AI Support Agent handles freeze requests best when your rules are simple and specific. It can:
Gather all required information from members.
Verify the request against allowed limits.
Apply or reject freezes automatically.
Charge the correct fees and stop if payment fails.
The AI will escalate automatically when:
The end date is unclear.
Exceptions such as injury or illness apply.
Judgment or discretion is required.
Key Takeaways
Freeze policies work best when they’re structured, simple, and rule-driven. The AI isn’t meant to make judgment calls it’s there to apply what you’ve defined. Keep your parameters precise, use exceptions sparingly, and your AI will handle most freeze requests flawlessly while escalating edge cases for human oversight.
Membership Cancellation Policy: How It Works
The Membership Cancellation Policy establishes when a member can cancel, whether a fee applies, and when the AI should escalate. Clear rules here help the AI provide accurate and consistent responses.
What You Can Configure
Within your cancellation policy settings, you can customize how flexible your cancellation process should be. Configuration options include:
Cancellation fee — Choose whether to charge a fee and set the fixed amount.
Free cancellation window — Define how many days before the next renewal a member can cancel without a fee. This period resets every billing cycle.
Exceptions — Allow human-reviewed overrides for:
Medical or health-related reasons
Injury, family, or relocation emergencies
Customized “other” reasons
Scope — Apply the rules globally or limit them to particular memberships or plans.
These elements together ensure the AI knows when to apply or skip fees and when to involve staff.
How It Works Behind the Scenes
When a member requests a cancellation, the agent follows a consistent review process:
The system checks the membership’s renewal date.
It calculates how many days remain before renewal.
The agent compares that window against your free cancellation limit:
Request outside the free window → cancellation fee applies.
Request within the free window → no fee charged.
If the reason includes an exception (for example, illness), the agent records the reason and escalates to staff.
This system keeps your cancellation logic transparent, fair, and consistent for all customers.
Important System Rules
Some policies are universal across all memberships:
“Renewal” refers specifically to billing cycle renewal, not overall contract renewal.
The free window resets each billing cycle and can’t be 0 or blank.
Each host has one cancellation policy that applies to all memberships.
What the Agent Can Reliably Do
When your rules are simple, clearly defined, the AI Support Agent can handle cancellations confidently. It can:
Explain cancellation terms to members.
Apply or skip fees automatically based on timing.
Escalate special cases when exceptions or unclear details appear.
Scenarios where the AI will always escalate include:
Any medical or family emergencies.
Relocations or other sensitive exceptions.
Hosts preferring human review before final cancellation.
Key Takeaway
For cancellations, simplicity equals consistency. The agent performs best when policies are rule-based and easy to verify.
To ensure smooth automation:
Define your timing windows precisely.
Keep exceptions intentional and minimal.
Let the agent manage routine cases and escalate the rest.
With this structure, the AI can enforce your rules confidently — giving your members a clear, fair, and efficient experience while staying under your full control.