Enable online contract withdrawal

In this article you will learn how to enable contract withdrawal for contracts that members signed online, how it differs from online contract cancellation, what members go through when they withdraw, and how to show your revocation policy in the Member Platform footer.

Contents

• What contract withdrawal is
• Prerequisites
• Enable contract withdrawal
• Use your own withdrawal page
• Show the revocation policy in the Member Platform footer
• What members see
• Tasks and notifications

Fast lane

1. Go to Settings / Membership management / Cancellation configuration.
2. Click Create cancellation configuration and enter a name.
3. Enable Enable contract withdrawal and set the withdrawal period.
4. Click Create and activate the configuration for the relevant facilities.

What contract withdrawal is

Contract withdrawal lets a member step back from a contract they signed online, within a statutory cooling-off period. The default period is 14 days. Withdrawal is only possible for contracts that were concluded online and only while the withdrawal period is still running.

Withdrawal is not the same as online contract cancellation. Both are managed in the same cancellation configuration, but they are separate options:

• Online Contract Cancellation ends a contract at the end of its term.
• Enable contract withdrawal reverses a contract that was signed online, within the cooling-off period.

Prerequisites

You need access to the membership management settings to create and manage a cancellation configuration. Contract withdrawal is available on all plans, because it covers a legal requirement.

To also show your revocation policy in the Member Platform footer, you need access to the operating company settings and to the studio profile. The revocation legal information must be stored on your operating company first, otherwise the footer option stays Not available.

Enable contract withdrawal

1. Go to Settings / Membership management / Cancellation configuration.
2. Click Create cancellation configuration.
3. Enter a Name for the configuration.
4. Use Edit sharing settings to choose for which facilities the configuration applies.
5. Enable Enable contract withdrawal.
6. Set the Withdrawal period in days. The default is 14 days.
7. Click Create.

The configuration appears in the list with a status of Active or Inactive per facility. Activate it for the facilities that should offer online withdrawal.

Use your own withdrawal page

If your studio handles withdrawals on its own page instead of the built-in form, enable Use custom URL below the withdrawal option and enter the address members should be sent to. When a custom URL is set, members are forwarded to that page instead of the built-in withdrawal form.

Show the revocation policy in the Member Platform footer

When you offer online withdrawal, you usually also want to publish your revocation policy in the Member Platform. This is a separate setting from the withdrawal form. Once active, your revocation policy appears as a link in the footer of your public studio page, next to entries such as the imprint and data privacy, and visitors can open it without signing in.

The revocation entry only becomes available in the footer once the revocation legal information is stored on your operating company. As long as it is missing, the footer option shows Not available.

Step 1: Store the revocation legal information on your operating company

1. Go to Settings / Studio / Operating company.
2. Open the relevant operating company.
3. In the Legal information section, open the options menu (three dots) next to Revocation and choose Edit.
4. Under Content (for all languages), choose Free text and enter your revocation policy, or choose URL and enter the address of your revocation page.
5. Click Save.

Free text only displays the revocation policy as information. Only the URL option forwards members to the address you enter, so to make the footer link open the actual withdrawal form, choose URL and point it to your form.

Step 2: Enable the revocation in the page footer

1. Go to Member Platform / Administration / Studio profile.
2. In the Studio page footer section, open the options menu (three dots) and choose Edit.
3. Enable Show revocation on page footer.
4. Click Save.

If Show revocation on page footer is greyed out and the status shows Not available, the revocation legal information is not yet stored on your operating company. Complete Step 1 first.

What members see

Once contract withdrawal is active, the withdrawal form is available on your studio page or landing page. The member fills in the form and submits it.

1. The member selects the studio and enters their first name and last name. Date of birth, email, and member number are optional.
2. If the member enters their member number or email, they can load their contracts with Show contracts and pick the one to withdraw from.
3. The member can add further details under Additional information and confirm with Confirm withdrawal.

After submitting, the member receives a confirmation email that the withdrawal request was received.

Members do not need to sign in: your revocation policy is available in the footer of your public studio page, and the withdrawal itself can be submitted without signing in via the hosted public withdrawal form.

Tasks and notifications

When a withdrawal can be matched to a member and a withdrawable contract, it is processed automatically.

When a request cannot be matched automatically, for example the member did not enter a member number or no matching contract was found, a task for the online withdrawal is created in the task manager of the selected facility for your team to handle.

The automatic withdrawal notification is not active by default. To send it, go to Communication / Notifications / Notification rules, choose Add notification rule, and select the contract withdrawal event (listed as CONTRACT_WITHDRAWAL). This notification is sent to the member.