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How to use a right of withdrawal after signing a contract online

Updated

Introduction

In Perfect Gym, the right of withdrawal feature allows members to withdraw from eligible contracts signed online directly in the Client Portal. This feature helps clubs comply with consumer protection regulations and provides members with a simple, self-service way to exercise their legal right of withdrawal.

For clubs operating in the European Union, the right of withdrawal for eligible online contracts is a legal requirement. The feature supports compliance by allowing members to withdraw from a contract within the applicable withdrawal period without contacting club staff.

  • In this article, you will learn how to enable and configure the right of withdrawal feature in the Client Portal, which contracts are eligible, and when the withdrawal option is available to members.
  • This article will be helpful for a PG Champion, Club Manager, or Support Agent.

Before you start 

Before you start, make sure you have permission to access System Settings and edit Payment Plans.

To grant access, go to PGM → Employees → System Permissions, click Permissions next to the required role, and enable the following permissions:

  • System Settings
  • User → User Details → Contracts → Edit

Instruction 

To activate the withdrawal feature, you must first enable the system settings and then configure the eligible payment plans.

1. Enable the settings

Go to PGM → Settings → System Settings and enable the following settings:

ClientPortal.Contract.Withdrawal.IsEnabled
Enables the withdrawal feature. The default value is False. Set this value to True to activate the feature.

ClientPortal.Contract.WithdrawalPeriodDays
Defines the length of the withdrawal period in days. The default value is 14.

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2. Configure a payment plan

The right of withdrawal is available only for contracts linked to payment plans that are marked as eligible for withdrawal.

To enable the withdrawal right for a payment plan:

  1. Go to PGM → Sale → Membership → Payment Plans.
  2. Select the payment plan you want to configure.
  3. Click Edit.
  4. In the settings section, enable Subject to 14-day withdrawal right.
  5. Save your changes.
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The payment plan is now enabled for the right of withdrawal. Members who sign a contract online using this payment plan will be able to see the withdrawal button in the Client Portal.

When Can a Member Withdraw from a Contract?

  1. Withdrawal in the Client Portal
    The withdrawal button is shown in the Client Portal only when all of the following conditions are met:
    • The contract was concluded online via the Client Portal.
    • No more than 14 calendar days have passed since the contract conclusion date.
    • The contract is active (it is not already cancelled or withdrawn).
    • The member has not already exercised the withdrawal right for this specific contract.
    • The associated payment plan is marked as eligible for withdrawal.
  2. When is the button hidden? 
    The withdrawal button is not shown to the member if any of the following apply:
    • The contract was concluded in person at the club (for example, on a tablet at the reception).
    • The withdrawal period has expired.
    • The contract has already been withdrawn or terminated.
    • The contract covers a one-time service with a specific date (for example, a court reservation for a particular day).
    • The contract covers a service that was fully performed within the withdrawal period, where the member gave prior express consent and acknowledged the loss of the withdrawal right (for example, a 7-day trial pass with an immediate start).
  3. Withdrawn contracts in the archive
    When a member withdraws from a contract, its status changes to Withdrawn. The contract can then be found in the Archived Contracts tab on the member's profile in PGM.

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