Transcript for "Understanding FTC's Click-to-Cancel Rule:": Alright. Good morning and good afternoon, everybody. Great to see you all, in the chat here. I can see, where folks are coming from. Looks like we got, folks from all over the country. So thanks for joining us. Clearly a hot topic. We held a webinar on this topic two weeks ago, but a thousand people, registered for that, just for the YMCA market, which was, definitely a little bit odd. Looks like you've got about a thousand people today. Wes, I'm hearing all noise in the background. Are you? I wonder if that's you or me or maybe it's, one of our backstage folks. I know they're silent. Alright. Let's go ahead and introduce ourselves. So, I'm Wendy White. I'm the, like, the cute one on the right, and, here's my partner in crime, Wes Gillette. I'm the chief marketing and partner officer, and, Wes is our chief product officer. And today, we're thrilled to talk to you, a little bit about, Daxko and what we're doing to support the new, FTC ruling, but we're also gonna, give you a little insight on, you know, why maybe you shouldn't be as worried about this as you think you should, you know, which I'm sure is causing a lot of stress for a lot of clubs around the country. First, a tiny bit about Daxko, because I think some of you know us from the product, and I listed the products up here, so you could see them. You know us from the product that you interact with with us, but, you know, this is a problem that, impacts every, business associated with fitness. So we might just give you a sense. You know, we've been thinking about this holistically. We operate in a nonprofit market, with our products there that you can see in the club market, And we have, you know, thousands of boutique fitness customers from across the country, actually, around the world, as well. And so we have good insight, I think, into what is happening in, in the fitness world and can maybe pull some insights from across those markets for you as we go through this today. Wes? Yeah. So Daxko is a, a set of solutions, that we service across different markets. Right? And we specialize things in, like, member management, right, which is managing online, member sales and the member experience, as well as, you know, personalized sales engagement to help you drive more, new member sign ups and member retention for your, for your customers and your members, as well as integrated payments, and a series of solutions here around reporting, childcare, and camp. So a full comprehensive suite of solutions that help you run your facility, and help you support your mission. Yep. So today as we go through this deep dive, I'd really like to ask you to think about your questions. There's a q and a tab. Pop them in there, and, I'll be watching it. Wes will be watching it, and we'll try to, answer your questions live during the call. Anything we can't get to, we have an FAQ that we've, published on this. We'll update and include in the FAQ anything that's not in there, and make sure you get that afterwards. Alright. Yep. What? Yeah. So the goal of today, let's talk a little bit more about what we mean by the FTC click to cancel rule. What does it mean? How does it really apply to, you and your organization? And then we'll offer some, tips and tricks on compliance and best practices. There's obviously a timeline here that we're working against, and then other ways that you can stay informed by by working with Daxko. So, you know, one, what is the Federal Trade Commission FTC, the f the Federal Trade Commission's click to cancel rule? I think if we, you know, think about our lives as consumers, we've probably all had that experience where we wanted to go cancel something and may have gotten a runaround, and that's what this rule is really about. It is really about making it easy to make sure that, the sign up or the cancellation process is as easy as the, the sign up process was. And so they've outlined a series of best practices. We're, you know, showing here, you know, some of the infographics and rules that the FTC has pointed out. This was announced back in January. You might recall there was a lot of excitement at the end of last year in terms of the ruling. And then so now there's a deadline for compliance of May 14. And there's a series of things. I mean, as a new ruling, they'll you know, we've got the information that's supplied to us by the FTC and, you know, we've done some work ourselves and and partner organizations to understand what that's you know, how that best applies to the memberships, the organizations that we serve. And as we go forward, there will probably be some clarification of these rules. But today, we'll be presenting what what does this mean, what does it mean for you, and how are we supporting you in that process as we go forward? Yep. I think it's really important for you to know that the, Federal Trade Commission isn't the only regulatory body who's thinking about this. We already see, rules and, regulations coming from states like California, Connecticut, and New Jersey. So, it's super important for you to understand what's happening in the regulatory environment in your states. Right now, I think some of the states, somebody says they can't hear me. Let me move my, computer a little closer and tell me if that's a little bit better. So on the, on the state regulatory compliance, I think it's really good for you to, make sure that you're following up with what's happening in your states. I think we're in a kind of a weird regulatory environment right now. At the federal level, you start to see them pulling back on consumer protections. And what that means is I think some of the states will actually step forward more as they see the federal government pulling back, to focus more on consumer protection. So you gotta stay on top of what's happening at your state. The trend in the state policies is increasingly trending towards more digital transparency, more online requirements for cancellation. So make sure that you are thinking about, everything we're talking about today from the federal level of double checking your state, in particular if you're in one of these states that I'm mentioning right here. Alright. So let me, take a moment and tell you the good news story for you, as it relates to click to cancel. Because I bet a lot of you are here today and concerned because one, you don't wanna get fined. But two, you're also worried about if I make it as easy to cancel as I do to join, what does that mean, for my membership? Will my membership go down? Will I see a spike in cancellations, and all valid concerns. So I did a lot of research myself on this. I spent a lot of time reviewing, published articles, trend data, etcetera. And here's here's some points that I think are important. So number one is it's a little bit easier to sell to a customer if they have assurance that cancellation is gonna be just as easy. They feel like that is, lower risk to them, and so they're more likely to sign up and buy. So this could actually be a good opportunity for you to grow sales, and I'll talk a little bit in a minute about how I think you can do that. Second one is, you know, there's all kinds of funny memes and videos out there about gym cancellations. Wes found me a really funny video, and he wanted to include it about a comedian talking about how hard it was to cancel his gym membership. And it was like the Hotel California. You could get in, but you could never leave. Right? And, you know, the the thing here is, we all have seen Google reviews, Yelp reviews, etcetera, complaining about our cancellation policies. Right? If we can take that away from being a challenge for your members, right, they're gonna it's gonna generate more goodwill. In particular right now for you, for letting, folks find you, AI is doing more and more and more, answering questions about gym near me or the, you know, fitness facility near me. And those online negative reviews will impact your ability to be found because, AI will, discount you. So not having those good reviews improves your brand, but it also goes right back over to the where we started here growing sales. And then finally, it actually does deter churn, if you have click to cancel, because, people are not as worried about it. And so they're not rushing out to, you know, put their notice in, etcetera, because they know they can do it anytime. You actually see a churn reduction. I know all of that doesn't make any sense, intuitively, but it is it is actually true, and there's data from multiple industries proving that. The last point I wanna make is, making your cancellation process as smooth and seamless and easy as possible, actually, generates, more bounce back return customers because they know they can come back and leave as they will. So, everybody, just want you to make sure you understand there is a good news story here. Okay. So let's talk about then, what that means for you as you think about implementing everything we're gonna talk about today. So one is everything I told you was about building member trust. Your ability to act in a compliant way builds member trust. And so we're gonna tell you today how you can act in a compliant way. It's also a message that you can put out in your sales process, your member process. It becomes a competitive advantage if you can be compliant and you can talk about the fact that you're compliant or you can position the low risk to join, as a sales message. So use it as a competitive advantage against those gyms down the street that may not be, as, ready to do this. Right? The other, couple of best practices are be super clear, be, concise and explicit, make sure your landing pages, the way you talk about this in your policies are make it easy for your customers to understand. Right? And then make sure you are consistent across how your front desk staff is talking about it, how you view it on your website, what's happening across your locations, etcetera. Be consistent. Make sure you're rolling this out with good, positive, consistent messaging across all your channels. Alright. Wes? Yeah. So question, like, when we talk about this cancellation process, how do we think about what that looks like, and how do we how should we think about it? And there's three words, that kind of been coming out, in terms of how to think about this. So direct, accessible, and unavoidable. So what does that mean? Well, direct is just as direct as that word is. It should be a direct and easy and clear and straightforward path to do the cancellation labeled in plain language. You know, members should have an idea of what what to do and how to go about doing that without confusion. Right? So, again, the whole general premise of this rule is if you make it easy for them to sign up, it has to be as easy for them to cancel, the subscription, and that applies to, like, memberships that are sold online. So, accessible, same thing. It's gotta be in a familiar place. It can't be buried. And so, you know, things like making sure it's an account settings or billing preferences, logical places that people would go and look, and do this. And, of course, making sure it does meet any sort of accessibility standards, that are required as well too. And then unavoidable, it needs us to make sure it's a way that it can it it actually gonna actually happen, and that, you know, there aren't too many roadblocks in the way. Of course, you know, there's things that can be done in terms of making, you know, additional offers, etcetera, but it has to be making sure that there is a path for the user or the member to complete that. And, again, part based on what, you know, Wendy was just sharing here, right, I think the way, this is implemented and supported and however you go forward and implement that, I think, does build up that level of trust with your with your members and your customers, by making sure that you're being as honest and transparent with them as possible, in doing that. And so as we think about, you know, going forward, what this is really about, you know, part of what we want to make sure we offer as a solution provider is the optionality here. And so you wanna make sure you also provide that optionality to your members. And so, you know, there's a variety of different ways that our solutions are used by our customers. Some use our applications directly. Some also, you know, extend them through their online web presence and do kind of a a, you know, some more of a specific implementation. And so we're making sure as we go forward that we can support those use cases. Right? So making sure that anywhere a membership is offered online, we can support that and making sure that we also support, the the cancellation flow, as easy as we can, with just make sure you can stay compliant, within your business for, this building going forward. Oh, I think, Wendy, you're on mute somewhere. Yep. Thanks. So before I jump to the next slide, I'm seeing a ton of questions about if I only, you know, if they have to come in to sign up, does this apply to me? If I have a cancellation policy that is thirty days, this is applied. So let's try to answer some of those questions through this, and circle back at the end if we didn't get those questions answered, but I think we're gonna try to answer those for you right now. So, let's let's go through what, appears to be in scope. And when I say appears to be because we are, first of all, not lawyers. So what we're gonna tell you is our interpretation of, the execution of the FTC ruling, and, and we're gonna help you navigate it. But if you get to the end of this and you still feel uncomfortable, then your best thing to do is actually consult with, you know, a legal expert about your specific situation. We're gonna give you as much of a framework for making that decision as possible today. Right? So, what appears not to be in scope? So one time program registrations or one time session registrations are not the focus. The focus is really, those, those, you know, online joins for a membership, not a one off program. Okay. Recurring add ons that are not tied to a membership. So if you, you know, have a monthly, recurring thing for, you know, childcare, etcetera, that may not be in scope. Point of sale and one time purchases. If you go up to the front desk and pay for, you know, a protein shake or you add a massage on. Right? All of those one time purchases, anything at the front desk, not included. Right? And then the last one is prepaid memberships with a set date that aren't considered auto renewing. So, again, I'm looking through the questions. A lot of this has got to be you. The folks who say it's a set membership for ninety days, it's one time, it doesn't auto renew, they have to they have to choose to renew, all of those appear not to be in the scope of this. So, that's a good news story for all of you who have programs set up that way where it's not a, auto renewing, contract. Okay? So let's go through a couple of common scenarios and see if it answers those questions that I'm seeing pop up even more. So, scenario number one, I have a membership with no end date. I've joined your gym. I get charged every month through a draft, and there's no end date to my membership. It's just I just joined, and I have to cancel to envy join. That is a % in scope of this ruling. Right? Second one, membership with a set end date. The the date is set. It's ended. You've joined a a program or you joined the gym for ninety days. I think they'll see a few examples of that. Right? Not in scope. No online cancellation required because of that end date. Right? And then, a rate increase, or pre consent for a rate increase, you have to ensure members agree to those adjustments in advance as part of this scenario. So that is in scope. It has to be part of your join process where they agree to those, increases in advance to you doing those increases. Alright? So three good scenarios. I hope, like, hopefully, those clarify. A lot of the questions I'm seeing follow in scenario two. A lot of them. So, I'm gonna click. I'm gonna go through while Wes is talking, and ones that fall into that scenario too that we just talked about, I'm gonna go ahead and, mark those as answered. Alright, Wes. Back to you. Alright. Now, so we have a as we pointed out the very beginning of, of this webinar, there's quite a few different solutions that we have in the market. And depending on what solution you're using, how this is implemented will be a little different, because all of our products have a little bit different way of supporting online joins, as well as now the online cancellation process. So, note this. Across our portfolio, we have a slide here coming up that we'll talk about when these, enhancements are rolling out. Some have already, been rolled out to you. Others are still coming later this month. We have a variety of ways to support this, and so there are configuration options. And so some of the questions coming in are I may be using your product in the country, that doesn't I don't sell memberships in The US. And so, you know, the configuration, making sure this option is enabled, and how you roll this out, there are gonna be configuration options that will, again, have some subtle variations by product. But, again, our goal is to supply you with the capabilities and allow you to implement these. Also understanding one of the some of the questions that have come in is, like, well, what happens if this changes? Well, that's why we've also provide some of these configuration capabilities around this is to allow, that flexibility as we go forward in case there are changes. And, of course, we'll continue to monitor those developments. If there's more guidelines that come out, we'll continue to enhance our solutions around this. So what we have walking up next, I'm gonna walk through one of our products. So if you're a Club Automation customer, you'll recognize the screen here, and this is kind of a walk through flow. This is one of the things, one of the guides that we'll have. We wanted to walk through that live just here as an example of the type of flow and what that might look like, for some of the products. So this is an example. And so, again, you see here, like, a tooltip that we've got on. This is part of our training material that we're walking through for customers that would have this. And so here's an example of, you know, we mentioned earlier, it must be direct and accessible. This is direct. I'm on my, membership page here. I see I have an upcoming charge. I'm part of a certain membership plan. And so as a member, I'm I'm logged in as a member now, I can see the ability to cancel my membership. Right? I can click on that. It mentions, hey. You have an auto renewal. You signed a contract. And so part of this is, it allows them to opt out but still enforce the contractual guidelines. Right? And so if a member has a contract in place, this informs they have a contract end date. Hey. We're gonna cancel your auto renewal, but you're still obligated for your contractual commitment. They go through. They have to finalize their cancellation. And, again, here, there's a way to support, like, what's the reason for cancellation, any additional feedback, reminder for them of their cancellation terms, and that they have read the agreement, that they recognize the terms, and there's, like, a little digital esignature there for them. So, again, we're making it clear. We're making it straightforward and accessible. You're also able to capture some information as to why they might be canceling their membership. They can provide comments, and we're reminding them of their contractual obligation. And as they go forward, they cancel. They're given notification in the membership view here of, like, okay. Great. My my, my membership has been canceled. You can see there the access date. Right? So your access will end on this date so they can cancel in advance. And so that is there for them as well. And then in a, staff view Right? So if you're a member on the staff side and you log in and you pull that membership view up, you can see the same thing. Right? That you that your staff members would have a visibility to know that member was on a plan. That plan, you can see there in the middle, is still active, but there's already a kind of a a cancellation date that's coming up. Okay? So this is just one example of how we've done that. Again, this is our cloud automation product. Workflows are similar for other products. Right? The same like the same concepts here of making it direct, making it accessible, to make it easy for members to find this and walk through that process. For our products, you know, many of you have used our APIs to extend, your member experience, whether that be to a custom web portal or a custom mobile app, or other interfaces. The APIs will support this as well too so you can make sure that if you're not using our our kind of out of the box functionality, you've got additional functionality that can be extended, via the APIs. I think, Wendy, this is back to you. So back to me on this one. So, I think one of the things that is important for all of you to know is, you know, this is not going away. These kind of regulations are not going away. So, the easy easier the digital experience, the better the brand experience for you. So you need to stay ahead of, you know, these changes. You need to have a very modern website. You need to have, you know, obviously, a a modern member management platform, and keeping it simple and having a great online join and an online cancellation pea process is great for your brand and your gym. And so, you know, what I think you all wanna know is when is this coming and what happens if the FTC, changes their mind. So I said at the top, we're in a really weird regulatory environment right now where consumer protection laws are being, you know, taken away at the federal level. We're concerned that even if the FTC takes us away, that states are still gonna regulate this. And so we are, believing that this is a leading practice for us to have these features in our product. And so we are going to roll out the features to you, as owners, regardless, of what happens with the FTC rule. And, we're gonna continue to focus on, making sure that, our products enable you to be as compliant as possible and that you that you have the choice of how to configure that and show it for your, your business. So if the if the ruling is delayed or overturned, you're still gonna have the optionality to do this based on your state requirements. So be assured that we're gonna stay on top of this. Alright, Wes? Alright. So additional resources available to you as we go forward. And so we're about a little less than a month away from all of this. And so, one, the Daxko help center. There's a series of, both release notes and articles, and FAQs that have been, published there. Of course, you can always reach us through our support channel, [email protected]. And then we've listed out several, you know, highlights some of the features and timelines here. So we do have a series of webinars coming up, with for some additional products here. Our, you know, Daxko Operations and Daxko Core Core in the nonprofit community. And you see here the the release rollouts, that are coming here both, this week, and in the upcoming weeks. And, again, for each one of these, we're rolling out the the functionality. There will be, the option for you for you as a as a customer to then verify that, configure that, and make sure it's available and turned on, as needed for, you know, when the effective date goes in on, May 14 here. Club Automation, which is when we just walked through, there's an in product guide available. Right? You can see through those different guides, and then this will be released to all customers by the end of the month by 04:30. And then for our CSI and MotionSoft customers, most of our customers use, our APIs there, to do a lot of integration with the product. Those were released earlier in May. We do have a handful of, additional enhancements coming out. Sorry. Currently supported in by the API is already available. Right? We've got customers that are actually already gone and built compliance solutions with that. There'll be additional improvements to, to that to some of those APIs as well as for the customers that are using, some out of the box functionality there around online processes. We'll have those available in the May. And then same for Zen Planner. Right? This is rolling out for our Zen Planner customers as well. And, again, early May is when we're on track for those. So lots coming out here. And, again, lots of different questions that are coming in around some of this. I think many we've begun to address, but I think, the next step is we'll just kinda continue to walk through these questions here Yeah. As we go through and to do them. I'll start to try to, say a few out loud. If you're dropping, questions in the chat, it's kinda hard for us to go back and forth between the q a and the chat. So if you wouldn't mind, drop your questions in the QA where we can see them and mark them as answered, and you can see our answers, more clearly. So, Wes, there was a lot of questions, in the, in the chat about what if there is, multiple people from the same family? Do they have to cancel each person, and will they have the capability of doing that in the tools? Yeah. So, again, it will depend on how, a lot of different things, how the membership is set up and all those pieces of it. Right? So think about this as the membership itself. And so if it is a family membership, depending on how that is established, it could be a, if it is a one family on one membership, then that would be altogether. If it is a series of individual memberships that are, like, rate combined and things like that, then it would be individual memberships. Right? So it is at the membership level. And so that's kind of the way to think about how what will need to be required as well too. Right? It is that the the subscription, the recurring subscription is really the key part here of where that lives. Yep. Then a lot of questions about, if they don't sell the membership, online, do they have to, offer the cancel online? And I think most of those fall into that scenario. One, I've been trying to find those, and and answer those. But do you wanna just address that again? Yeah. Again, so this really is about, one, where is the membership sold? Right? And so this is about online sign up, making sure you can cancel online. So if they if you're not offering online sign up, we don't need to offer the ability for them to cancel online. And, again, kind of there's similar questions that are still coming into your, Wendy, that I see as well too in terms about end date versus no end date. So, and this gets tricky, I think, because there's contracts. So So let's kinda begin to maybe tease out what we believe, you know, kind of the what we understand to be true. So kind of reminder we said earlier, if the membership has no end date, and so it's an auto renewing recurring, whether that be monthly or whether that be, you know, annually. There's an online cancellation required. Right? If I can sign up even though I may sign up for a large chunk of time, if I sign up and there's no end date and there's automatic renewal, gotta give the ability for me to cancel that online. If there's a membership set up with a set end date, so this is only a thirty day membership and your membership will expire, I'll make up a date, April 30, then you don't have to do online cancellation because it will naturally cancel itself. Right? And so that's kind of the key difference of, is there a way for the consumer to end their, membership, easily without having to, you know, go through an arduous process. Yeah. I think that here's a good here's a good one. So if the term of the membership is, say, one year or, you know, whatever, and they and there's a term date and they come in and they use click to cancel, will the membership be canceled at the end of the term or it'll be canceled immediately? Yep. So because there's a contract in place and so the example we walked through in cloud automation actually is a good example of that. There was still a contract in place. And so we'll enforce the terms of the contract. Right? You're allowed to do that, based on all the guidance that we've got is that it's the ability to end the auto renewal and or the subscription. And so terms of the contract will be enforced, whether that's a thirty day cancellation policy, the, end of the contract term, that'll be enforced, which is why it's important to say you're you know, our we're we're supporting the workflow saying you're active until this date. Your membership will end effective on this date. Right? And that date is based on the membership agreement they signed up under. Okay. And just asking Constance who's backstage as well to continue answering the questions and clicking them as, answered if we've done that just to make it easier to find questions. So I think that's another one. If you a lot of the questions are, if I require a two week notice period as part of my contract, that that's what you just said, Wes. The cancellation would be effective as two weeks out from the cancellation date, etcetera. So if you're requiring a thirty day notice period of two week notice period, etcetera, that's how the setup will work in the app. Lots of questions about can the member cancel in the mobile app? Yes. And, again, it's gonna be based on what you know, if it's our app or an app that you may have designed. And, again, so I'll I'll be clear on that. Some, some organizations use you know, integrate with us and build their own app, so that might be a change you would need to make to support that. But the intent is if you sign up online via the web or via an app, we could support that workflow. And then the question is, will if if I'm a customer of Zen planner or Club Automation, will I get a notification of when the, when the feature is ready? And so the answer is yes. Whatever member management platform you have, you're going to get these slides, you're gonna get an FAQ, you'll get a notification of an incremental, detailed webinar that explains, how to do things in your app, and you'll get notified, via, in app notification as well as email, when the feature is live. So we'll be communicating all of that. Okay. Does an online cancellation request form a request form meet the requirement? That, that's an area we've looked at because that's actually supported today in some of our product. We already had that process there. We don't believe it does, which is why we're offering to make sure the ability to do. Right? And, again, I guess, the other thing is too, let's remember ourselves. How did they sign up? If they signed up online and they joined online, then the same workflow has to be supported, from a cancellation process. To avoid any, kinda gray area, which this does, is that we are providing the ability to make sure they can cancel online. Like I said, we supported this request form and and some of our products before, and don't believe that it's sufficient and didn't want to, say that was. And so we've gone and extended that out to making sure that if a membership is sold online, it also can be completely canceled. Per all the guidelines we've given here in terms of renewal dates and contracts period, it can be canceled online as well. So it sounds like, some folks are still confused over what if they come in to sign up. Do I am I required to have an online cancel? So you're saying our interpretation is no, but I'm seeing a few comments here saying that's not how they're interpreting the rule. Yeah. This was really around online recurring memberships. Right? Click to cancel. And so, how we're approaching it is and, again, the biggest, as we've kinda looked at and reviewed it, the biggest thing is, like, because we offer online memberships and the ability to sign up, we had to make sure the cancellation process was just as easy. And that's really what that ruling was about. It was about, let's set aside kind of the the membership thing. Right? Let's pick on Netflix for a minute. Right? Or any other service that you sign up for online where sometimes there's no way to sign you know, there's no way to cancel. You had to call. You had to go in to do that, or you had to go, you know, write a letter in some cases. Those are the use cases that were primarily targeted. It happens to be that the, you know, the the health and wellness and fitness space was rolled into that because we sell an online recurring membership. And so it really was targeting that use case. Okay. What happens if they have other monthly add ons in addition to their monthly membership? So towel service, other things, how will that be treated? Those, I think and again, this is probably it all depends, I think, on how those are built as part of the membership plan and whether or not it's a you know, and again, that's gonna vary by products. And it also falls into some of those use cases, like, of some of the recurring items that are not tied to a membership. So the question would be is, do you have to have a membership to be able to get to these add on services, or are they just a la carte? Right? And I think that's where, you know, some of the things that we believe not to be in scope based on information that we understand is that a recurring add on that's not tied to a membership is not subject to the same, requirement. And that gets into things like, you know, you know, you know, a lot of our clubs have things like swim lessons, camp, youth sports, drop in day care, those types of add ons or whatever. Those appear not to be in scope for this as well because they are they're an add on and not necessarily recurring, recurring, membership. So folks are wondering if they can put notifications on the cancellation that they'll that, you know, like, they'll be charging a fee to rejoin if you wanna rejoin later, etcetera, so people aren't constantly canceling and rejoining. Well, each of our MMSs have something like that for, you know, notifications, reminders on contract terms, things like that. Just talk a little bit about how it's, how that's gonna work in the cancellation, flow. Yeah. There are some options, I think. And then the this particular one, there was, an example we walked through there in call automation showed where, kind of the terms of the agreement could be done. So, again, part of this could be just a reminder of, like, hey. You're also you're agreeing to these cancellation terms. Right? And so we've we've got that. Those are also part of your sign up. And so I think the question here is more of, how do I remind the member of those things? You know, we're our intention is to provide where we can the ability to surface either an agreement reminder or whatever it might be, to remind the the member as they canceled what the what the cancellation policy is. Cancellation and what what for what potentially, what fees or what their new sign up process might be. Understanding a lot of times these are promotional offers, right, that I know members are under and that they would lose that as they go forward. Yeah. Okay. Let's see. Yeah. So, I think there's still some concerns about wasn't clear about the, add ons like childcare, towel service, etcetera. I think, can you just try to readdress that one more time, Wes? Yeah. So, again, this is a recurring membership. What we believe to be not in scope are things like, onetime program registrations or sessions, those types of things, Recurring add ons that are not tied to a membership. And I think that's gonna be you know, again, this is where there's some variation based on how you're you create certain membership structures and what that membership allows you to do. And so there will probably be some variation there, but a recurring add on by the letter of kind of our interpretation of this appears not to be in scope. So things that fall into those buckets, swim lessons, camps, new sports, day care, other kind of onetime services. The other guideline and kind of thing to approach is, does the service have an end date? Right? And so, again, big part of the guidance is that if there's even the membership with a set end date is not required to have an online cancellation because there's a way for that membership to effectively self cancel. That that term period comes up. If it's not auto renewing, it will expire, and the member has a way to you know, they're canceling by not signing up for that auto renewal. Yeah. I think what the what the folks are asking is sometimes memberships are bundled with the towel service, etcetera. Is that considered part of the membership? And is that unique configuration to each club's membership? And how will we then cancel those configurations? Yeah. If it's part of the membership, then that would be part of the membership being canceled or bundled in that membership. Right? And, again, a a variation on a product and b specifics of how that, club has set that membership ship up. Yep. I'm just, going back to the resources because people are asking about some webinars. So there's the dates of the webinars, and, looks like we've lost the date for the Zen Planner one, but we'll, we'll make sure everybody's so you'll you'll get, an invite. If you're a customer of these, you'll get an invite for these, if you have, not opted out of communications from us. But we'll because this is so important, we'll also do in app notifications, where it's possible. Let's see. Okay. I think we tried to answer all the add ons and the bundled things as much as we can. If you still have questions about that, you should probably ask in your product specific, webinar about how that's done in that product. If we if they cancel their membership, will it also cancel their programs or their classes that they're in? And I think, Wes, the answer to that is only if it's post the date of their cancellation of the effective term of the cancellation, or or how is that gonna work? Yeah. There's gonna two parts on this one. One is, again, the rules around dependencies of do you have to have a member? Yes or no. I know there's specific guidance, and this came up particularly for a lot of our y customers as well, but also in the club space. That's actually one there's some nuance there, and I wish I I wanna have a few more details specific before I answer that one. And, again, it's there's some dependencies of the membership and, those additional Yep. Additional charges there. And, Mike, I saw your your, message in the chat too. I think we're gonna have to answer in the FAQ. What if they got a discount on programs because they were a member, then they canceled their membership? How will that flow in the system to up the price on their programs? I think we're gonna have to look at that. Constance, please take a note on that one. Let's get an FAQ by product on that. The other question is if a member cancels, does a staff get a notification? What's our notification process on the back end, and what is our reporting on this? Yeah. Support is through reporting. Notifications, we did not implement. Right? We don't have notifications on, like, in app notifications on cancellations now, but reporting is supported on this, to make sure you can identify those members that have canceled. So, yeah, reporting will support this. Yep. So if they, go in and click to cancel, but they have a balance due, what happens there? Yes. Balance due still gets charged. Right? They're just not they're not able to, you know, not have they still have that same balance due. And, again, based on both rules, your your billing dates, etcetera, that can use to go forward. But this is not you know, any balance due, they're still liable for just like, you know, if they cancel in advance of a of a term, they're still required to to finish off their term of their membership. Okay. Still some questions about how do you get members to acknowledge, when they're signing up their, requirements or that it's monthly recurring, you know, cancellations, etcetera. So are we changing anything in the sign up process for a member that'll makes them acknowledge their, obligations? No. And I that's and, again, I'll take a follow-up on that to make sure, but I think, you know, really, the the sign up processes kinda remain the same. Right? We do have terms, agreements, and there's a variety of different ways we support the different, you know, sign of the contracts and any sort of waivers and releases and all those things that happen there. And so that part, we haven't changed. What I think, you know, I'm hearing a big thing is, like, potentially making sure, those agreements and those things may need to be updated to make that language even more clear. But didn't change our assignment process. We really made sure we could support all these different scenarios that are being brought up here around, the cancellation process. Yep. Lot of still questions on the add on stuff. So what we're gonna do is we're gonna document by product what will happen with if they cancel the membership, what will happen with the add ons, and make sure that we address that in the product specific webinar and in the FAQs very deeply how will that work since, I'm seeing a ton of questions on the add on still, and, bundles, etcetera. And let's see. And then, some questions on will we have to refund their money if they cancel, and the answer is no based on the term of the contract they sign. They're still obligated for the contract. Even if they cancel it, just cancel the auto renew at the end of that contract. Let's see. I think we answered that. Boy, you guys, I'm trying to stay on top of it. Let's see. I think we answered that. Will it trigger communications? There's just some interesting ones of, can we have it trigger communications from whatever marketing automation app they have? Like, will there be workflows that the cancellation will send a notification over, do, you know, another app, like, if they're Daxko to Daxko Engage, if they're Club Automation to engage pro, etcetera. So what what kind of workflows are we building out of the cancellation process to allow them to trigger communications out to staff or to the member themselves? Yeah. Existing workflows around cancellations are still supported. Right, and so I don't many customers have those, like, when a customer cancels to put them in kind of a, you know, a workflow to, you know, bring them back. So those are still gonna be supported. I think what and given this and some of the other reporting questions, what I think Wendy will take a a question to go clarify then is, like, how are we doing anything to separate out, an online kinda cancellation this mechanism versus a traditional, cancellation? I I wanna give more specifics on that. It's gonna be probably product by product specific answer on that one we need to take away on. Yep. And then I think also on the, like, when the fees are drafted, for any cancellation fees and how that works in each product, we'll put we'll take that as an action item to put that in the FAQ for each product just so that it's more clear, when we do those product specific webinars. And then, Catherine just asked about reporting. I said, I think you did say yes. This will be in the standard reporting for each product. Mhmm. And if you require, a notice, that will be, part of your cancellation process. That's part of the terms of agreement that they signed up for. So you just have to have that in your online join process. Whatever your term is, that will be mirrored in your cancellation process. If a member fills out an interest on the website, but then they come in, is that considered, you know, join or or not join? Like, they filled out an interest form, but then they came in, they signed up in the gym. Yeah. Kinda probably on the edge of, like, the whole I'm not a lawyer piece there. Right? I think in that the how I would look at that is that they came in, they signed up in person. Right? It's an in person sign up. And so that is the mechanism of support. I think the other, you know, question to kinda think about and going back to some of the things that, Wendy, you shared earlier is in terms of just, like of course, just like any new regulation, there's a lot of concern of what might happen when this happens. Right? I remember back in the the days of Sarbanes Oxley, lot of rules came out of us kind of panicking. We'd be things begin to settle down, with as that regulation kind of matured and and the things settled. I think we're seeing a lot of that now as well too where, we've had because some of our customers have said they've offered this for a while and, you know, haven't seen any major change. So, point being is here is that, one, in person, you can cancel in person. Online, we're just allowing another mechanism to do that. Right? It's the way I sign up. It's the way I cancel. You know? Obviously, everybody's kinda concerned if, like, does this create a wave of cancellations or something like that? You know? We'll we'll know for certain when it happens. But I I think part of this is what's a good member experience? What's how are we engaging with them, and providing an easy process for them, as we go forward? Yeah. So, yeah, I think, you know, optionality may be key here. Right? Hey. You can sign up, and I know, you know, even you know, we saw this in the online streaming industry where they went from these longer contract periods and all that to sign up and, you know, sign up and register, you know, rejoin as often as you want. Some gyms support that even now too, right, with these kind of simpler plans. And so I think we'll see kind of some different levels of innovation come out of this as we go forward too in terms of how we support members and different member needs for what they're looking for in a membership. Yep. Okay. It sounds like, people are really interested in how they enforce cancellation fees, how they enforce, paying off any balances. We're gonna answer that product by product in the FAQ to make sure that that's super clear for you, and we'll make sure we answer those product by product in the product specific webinars. The other things I'm, hearing is people wanna understand what the reporting will look like. We'll do that in each product specific webinar as well and answer that in the product specific FAQs. And then, lots of encouragement about, like, we really need a notification when somebody cancels. So, they wanna know what the process is for notifications to somebody, in the staff either, I guess, through a reporting or through some kind of a notification. A notification. So we'll we will make sure we address that in each of the product webinars and the, and the, product specific FAQs. And, then with some questions about what will the experience look like for the member, you know, how will it show up on their website. So maybe just address that a little bit about how they will be able to configure their website, especially, since, many of our club's websites are managed by the club themselves. How will they make that experience show up on their website? Yeah. So, again, some variation by product. But, if it is, if you're embedding functionality from one of our products, location will will vary, but the intent is around the the member, on the member portal as part of, you know, we saw a screenshot there from automation where it was just part of that membership or that user group is what we call them called automation. It was available there. If you have integrated one of our products with your website through either us or a third party, you know, we'll provide the functionality to surface that, and you can control you know, you'll have some control over the experience of where that shows up just as you've had to control today in terms of, what the membership or that member portal, that member profile looked like. So we'll make it we're making it part of the member profile attached to, like, the membership itself. Again, if you've done some other level of customization, you'll have the ability to have some control over where you place that. And, folks are asking just about cancellation fees. Will we have a way to, implement a cancellation fee for anybody that's canceling or early cancellation, anything like that? Yeah. This is one where my understanding of what you know, where all of the existing cancellation processes still stay in effect. Right? And so I think that's kind of the the key difference here is that any of the things, a lot of the questions here around, well, we have you know, based on membership, based on this, we do this. We're supporting the functionality to allow a member to cancel online just as previously they may have come in and talked to a staff and there'd be a cancellation workflow there, we're tapping into that same workflow. And so, you know, enforcing, making sure payments are done, cancellation fees, those pieces, all those things still apply here. It's just the ability for them to start that cancellation process online. Okay. Alright. I, I'm not gonna say I got through all of them, but I'm trying to, make sure that we're answering things in groups. So, the one of the questions was, how will they be able to configure both their memberships and the cancellation so they match each other, in in whatever they expose to their customers? Can I can I can will they be able to configure the experience to match the experience they want? How configurable is the cancellation experience? It'll again, it varies by products, some less than others. And I think this all I'll kinda leave it at that. This will be an area, of course, that we will continue to take feedback on. Our first goal as we head into this was making sure we could offer you compliance and optionality and paths to do that. No doubt this will be an area where your feedback and the workflow and as we go forward, we would love to, you know, continue to have additional feedback. You know, our goal is to support as much as broadly as we can. And, again, make sure, you know, person with the guidance here that is direct and accessible as well too. Right? And so that's one of the the key things that we were making sure, that we could set you on a good path. Mhmm. But this will be an an area that is you know, once we get beyond May and the kind of the general compliance deadline, I'm sure there'll be tons of ideas and feedback that we can incorporate in terms of how we could support this workflow even better. Yep. Okay. Few folks are asking, how do I sign up for the webinar? How do I get the FAQs? So we, we will send out these slides and the first set of FAQs, immediately. We will be, communicating in app, in your staff app, to you with a with a, notification about where to sign up for your product specific webinar. We'll also be sending out invites, to that for anybody who is not opted out of, emails from from us. So if you're opted into emails, you you should get those invites, and, and we'll also put the notice in the app. And, we will continue to update the FAQ and send them out as we learn more and as we, work on answering your questions from today. Trying really hard to stay on top of this, and, we will take all these questions and sort them and see what we didn't answer and make sure those are in the FAQ. So we're trying as best we can to make sure everybody is prepared as possible. I'm sure we didn't get to something, that you have a specific question on, but we'll do as good a job as we can in the FAQ. And, you, should, refer to the Daxko help center, which you can find, in your app. We'll continue to publish up there as we, find any information, as we hear, you know, new information from the FTC. Anything there, we'll keep updating you, as we're apprised of things. And as we publish new FAQ, we'll put it on the help center. We'll and we'll try to notify you in in the app as well. We're gonna try to stay on top of this. A lot of good questions, today. Thank you for being super specific. And, yeah, I'm just glad you you came today, and and hopefully, we can be as, direct and clear as as as possible and get you, like, very detailed FAQ. So, with that, I will thank everybody for joining today. Thanks to my, partner in crime, Wes, for being on the hot seat for the last twenty minutes. Sorry, Wes. I was trying to stay on the fast and flowing questions. I was no help in answering because I was trying to pick the next one. So No. And then, Duncan says that maybe we're given some guidance that might be different than what they might have heard in the, the product webinar from Becky for Daxko operations. We will make sure that the answers are consistent in the FAQ, and that will be the source of truth going forward. So, Duncan, sorry about that if we gave a different information, but we're gonna try to clarify as much as possible. Alright. Thanks, everybody. Have a great day. Thanks, everybody.