Canceling a Membership Package in Kilo

When an athlete will no longer be continuing with a specific membership in Kilo or will be departing from your gym entirely, you'll need to cancel their current Package in order to avoid miscellaneous charges or continuation of membership.

To cancel an active Package

1. Search for the athlete in the Athlete list and click to enter their profile

2. Under Active Packages in General Info or in the Packages tab, click on the name of the Package that needs to be canceled

   

3. When the sidebar editor appears for the Package, click Cancel Package Early

   

4. This option can be used to:
   1. Cancel a package earlier than its expected end date (in this example, that would be prior to 12/12)
   2. Or simply to schedule its cancellation on the typical date of completion in order to prevent future renewals.

5. When the Cancellation pop-up appears, you have the option to "Cancel Now" or to pick a cancellation date.

   You can also opt to have the status of the Athlete change to Alumni (this is appropriate if they are leaving the gym entirely) or for there to be No status change (this is appropriate if they are just changing memberships).

   You may opt to enter a cancellation reason if relevant.

   

6. Save the changes to the membership

If you have opted for "Cancel now," the Package will immediately disappear from the Active Packages List as well as any future instances of the Package. (The Package canceled in this example was the CrossFit Unlimited package displayed in the screenshot above).

If you opt to select a Cancellation Date (cancel in the future), the Package will remain on the Active list until that date, but future instances of the Package (renewals) will disappear as there will be no future renewals of the Package. Upcoming invoices related to the Upcoming Package will also disappear.

To see Canceled or Ended Packages

1. Within the Athlete profile, click on the Packages tab

2. Select the Package status filter (the standard is Active and Upcoming) and then select Ended, Cancelled or both.

   

   1. Ended means a package without AutoRenew finished at hte end of it's validity period
   2. Cancelled means a package that typically does AutoRenew was canceled early.

3. Canceled and Ended Packages can be still be selected (by clicking on the name) to see the details of the package start and end dates, invoices that were associated with the package when it was active, and the dispensation during the validity period of the Package.

   

For further questions regarding Package changes and cancellations, please reach out to the Kilo Support team at hello@usekilo.com.