Members in the EU and EEA can withdraw from a membership they bought online within 14 days, without giving a reason. When it’s on for your studio, bsport records the member’s acknowledgment at checkout and sends you their withdrawal requests. You cancel the membership and refund the member in the Back Office.
ℹ️ Availability
The feature is being rolled out across the EU and EEA. Once the rollout is complete, it will be available to all studios in these countries, with no activation request needed. It doesn’t cover the United Kingdom, Switzerland, or countries outside the EU and EEA.
ℹ️ Scope
Memberships bought online. Passes, packs, credits, and gift cards have no withdrawal request.
What your members see
At checkout
A required tick box to accept the terms and acknowledge the right of withdrawal. The Pay button stays blocked until it’s ticked.
A second required tick box when the membership starts within 14 days of the purchase. With it, the member expressly asks for the membership to start before the end of the withdrawal period. It isn’t ticked by default, and the member can’t pay without it.
In their member area
State | What the member sees | What they can do |
Within the 14 days | The deadline and the days left | Withdraw |
Request sent | The date the request was sent to your studio | Nothing |
Period ended | The date it ended | Cancel the membership instead |
ℹ️ Nothing shows for memberships bought on site or before the feature was turned on for your studio.
Making a request
The member selects the withdrawal button on the membership.
They review the membership details and a notice that your studio reviews the refund.
They can pick a reason and add a comment. You won’t receive either.
They confirm that the withdrawal is final and send the request.
⚠️ Only the member who bought the membership can withdraw. Staff can’t send a request for a member.
What happens if a member withdraws
bsport:
Checks that the member acknowledged the right at checkout, that the request is inside the period, and that no request exists yet for this membership.
Saves the request with its date and time.
Emails the owner or admin of your account.
Emails the member to confirm the request. This is the “Membership withdrawal confirmation” notification.
⚠️ That’s all bsport does. It doesn’t cancel the membership, stop billing, remove access, change bookings or credits, create a credit note, or refund the member.
ℹ️ The period ends at 11:59 p.m. on the 14th day after the purchase date, in your studio’s timezone. A request sent before then is in time, even if you process it later.
How to handle a withdrawal request
⚠️ Act as soon as the email arrives. Your refund deadline starts when you’re informed.
Watch the inbox of your account owner or admin. Only that address gets the email, and the Back Office has no list of pending requests. If your account has no owner or admin user, a member’s request can’t go through.
Select the link in the email to open the membership.
Cancel the membership so no further invoice is charged.
Refund the member to the payment method they used, within 14 days of the request. See Stop/cancel and refund a subscription for the steps.
Let the member know the outcome.
ℹ️ The email shows the member’s name and email, the membership name, the purchase time, and the request time. It doesn’t show whether the member asked for an early start. If the membership starts within 14 days of the purchase, the member had to tick that box to pay.
How much to refund
Under EU rules, the refund depends on whether the member used the membership.
Case | Refund |
The member hasn’t used the membership | The full amount, with no fee |
The member asked for an early start and has used it | The amount paid, minus a share for the time already used |
💡 Work out the share by day: compare the days the member had access with the total length of the membership. You can only deduct it when the member ticked the early-start box at checkout.
Good to know
Online purchases only, and one request per membership.
Members also see the acknowledgment and early-start boxes when they buy a pass. There’s no withdrawal request for passes.
After the 14 days, members can still end their membership under your normal cancellation terms.
bsport doesn’t change classes already booked or credits already used. Set your own rule with your legal counsel.
If withdrawal information is missing or wrong, EU rules can extend the period to up to 12 months and 14 days. Ask your legal counsel what you need to show.
⚠️ This article explains how the feature works in bsport. It isn’t legal advice. Check your terms, obligations, and refund practice with your legal counsel.
FAQ
Is it on for my studio?
Only if bsport published the withdrawal text for your country and turned the feature on for your account. Contact support to confirm.
Does bsport refund my member?
No. You cancel and refund in the Back Office.
Who gets the email?
The owner or admin of your account. You can’t send it to another address yet.
How long do I have to refund?
14 days from the request, to the payment method your member used.
My member already came to classes. Do I refund everything?
If they ticked the early-start box, you can deduct the share for the time used. If they didn’t, refund the full amount.
Why didn’t I get my member’s reason for withdrawing?
The reason is optional and isn’t passed to your studio.
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