Staff Reference Guide: Online Cancellation

Online Cancellation                                        UPDATED 5/7/25

YMCA of the North Shore Staff Reference Guide

What’s Changing?

Daxko has released a new feature allowing members to cancel their memberships on their own by logging into their Daxko account. 

• Members will be unable to cancel online if they have a past due balance.

• Important vocabulary:

  • To CANCEL is to prevent future charges.

  • Once you’ve cancelled, you may still have remaining days of ACTIVE MEMBERSHIP with FACILITY ACCESS.

  • At the end of your paid for access, your membership DEACTIVATES.
    
    

• Online cancellation will prevent future charges, but will not refund or prevent any charges that have already been scheduled for the current month. 
  
  

  • Example: for someone drafting on the 1st, cancellation on the 31st will prevent a draft the next day on the 1st, and facility access ends.

• Example: for someone drafting on the 1st, if they cancel on the 1st, their draft was already been charged, so the membership remains active through the current month, and Daxko schedules cancellation for NEXT month. 
  
  

• Example: for someone drafting on the 15th, if they cancel on the 10th, Daxko will not drop the charge already scheduled in 5 days… it will cancel the NEXT month’s charge.

  • 1st - dues generate and are scheduled for the 15th

  • 10th - member submits cancellation online, preventing future dues generation

  • 15th - scheduled payment processes, paying for membership access 15th-14th

  • 1st - no new dues generate, but there are 14 days of active membership left

  • 14th - membership deactivates, facility access ends
    
    

• A confirmation email shows the term date and remaining facility access.
  

• Designated staff will receive an email alert each time an online cancellation is submitted. They can then follow these steps to review the account and identify any important follow-up engagements. 

Updates to Our Membership Change Policy

• With new, self-service cancellation available through your account online, processing time is no longer required. Please note that this will prevent future charges, but will not refund or prevent charges for the current month. As always, we never charge you a cancellation fee!

• If you choose to request a cancellation via email or web form rather than doing it yourself through your online account, we will still need 10 days to process that request. This is because these requests must be processed manually by staff, and with thousands of members, we need time to make those edits. 

• Other membership changes, like putting your account on hold, still need to be submitted here or via email with 10 days notice. 

Daxko Agreements

Going forward, to comply with the Federal Trade Commission's demand for “explicit” and “unavoidable” consent to cancelation policies and future rate increases, we will have TWO payment related agreements in the member enrollment process.

1. A new version of the Automatic Payment Agreement drops the rate increase bullet (becoming a separate agreement, below) and includes this updated language:
   
   

The bank/credit card draft is a continuous membership plan. I understand that my membership will remain in effect permanently or until I initiate its termination in writing or by cancelling through my account online.

• I understand that I may log into my YMCA account online to cancel at any time. This action will prevent future charges, but will not refund or prevent any charges that have already been scheduled for the current month. If I choose to request a cancellation through YMCA staff rather than logging into my account myself, I will need to provide 10 days written notice to allow for administrative processing time.

I understand that to place my membership on hold or downgrade my membership, I must submit my request in writing a minimum of 10 days before my next scheduled payment. 

2. The “new” Future Rate Increase Agreement presents an opportunity to explicitly agree to future changes to membership price, with 30 days notice from the Y.

I understand that, to keep pace with the cost of maintaining YMCA facilities, staff salaries, and other operational expenses over time, the YMCA may occasionally adjust the monthly rate it charges for my membership. 

I agree to such future increases to my membership rate, understanding that I will receive at least 30 days notice, allowing me sufficient time to make changes to my membership, if I so choose, before the new rate goes into effect.

* Since the essential content is the same as our original Automatic Payment Agreement, we will not have all existing members re-sign these agreements! This is just for new enrollments going forward, in order to demonstrate compliance with the FTC rule.

Talk a Member Through Online Cancellation

1. Visit www.northshoreymca.org

2. Click the “LOGIN” button in the upper right corner.

3. Click “MANAGE MEMBERSHIP” in either of two linked locations in your account.

4. Click “CANCEL MEMBERSHIP"