The Freeze Terms Spoke is available for Recurring Programs and Recurring or Prepaid Memberships.

This will be where you can allow or disallow freezing on individual plans.

Tip: Choose a name that lets you identify from the grid what the setting is (e.g. 2026 Pricing or $10)

Recurring Programs and Memberships

Freeze Pricing

1. Select the Contract Freeze option
   • None: No freezing allowed
   • Contract: Only allow the entire contract to be frozen
   • Enrollment: Allow individuals to freeze
2. Allow customers to freeze or thaw their contract online
   • If this toggle is enabled customers can freeze and thaw online subject to the restrictions in the freeze terms tab
3. Freeze Fee Product/Pricing
   • If freezes are allowed you will need to select a product and amount which will be billed per billing cycle. You may bill per-contract or per-enrollment.
   • 3a) Charge a freeze fee per enrollment (see the notes for details)
   • 3b) Charge a freeze fee per contract (see the notes for details)

Freeze Terms

These terms are enforced for both customer and staff using regular status changes. Manual Status Changes can always be used to make exceptions.

We recommend that you clearly state using the Freeze Portal Markup in the Plan Presentation what the terms are so that customers understand why the options for freezing and thawing may be restricted.

1. Freeze Length Minimum (Billing Cycles)
   • The number of complete billing cycles required before the customer can thaw
   • Example: with a value of "1" if the customer freezes their monthly contract on March 1st, the first day they can thaw is April 1st
2. Freeze Length Maximum (Billing Cycles)
   • The number of complete billing cycles required before the customer must thaw
   • Note: Entering a value here will require an end date from the customer/staff when submitting the freeze request
   • Example: with a value of "3" if the customer freezes their monthly contract on March 1st, the last possible day they can thaw is June 1st (after 3 complete billing cycles)
3. Active Streak Before Freeze (Billing Cycles)
   • The number of complete billing cycles the enrollment must be active before submitting a freeze. This is from either the start date of the enrollment OR the most recent thaw status
   • Example: with a value of "1", a start date of March 15th, and monthly billing starting April 1st, the first date the customer can freeze is May 1st
   • Example: with a value of "1", a start date of January 1st, a freeze from March 1st to April 15th, monthly billing on May 1st, the first date the customer can freeze is June 1st
4. Maximum Number of Days Frozen in Calendar Year (Units of Days)
   • The total number of days a customer can be frozen in a calendar year (does not change with different billing cycles)
   • Note: Entering a value here will require and end date from the customer/staff when submitting the freeze request
   • Example: with a value of "90" here the customer cannot be frozen for more than 90 days per calendar year
5. Prompt the customer to enter an optional end date
   • Turn this to on to allow the customer to select an end date or No End Date
6. Notice Period
   • Specify a period of time before the freeze effective date that the freeze must be submitted
   • Example: with a value of "5 days" and a next bill date of April 1st, at 12AM on March 27th, the next available date to freeze will be listed as May 1st

Dues Escalation

When enabled, if partial freezes exist on multi-member contracts, customers with smaller dues amounts will be escalated up to the higher level dues.

For example, with a Primary Member at $50 and Secondary Member at $40, if the Primary Member freezes, the Secondary Member would start paying $50 + the freeze fee for the primary member.

You may also exclude some enrollment types from escalation.

Prepaid Memberships

When a prepaid membership is frozen, the total length of each enrollment is saved on the enrollment as a number of days. The contract end date is set to the end of time. When all enrollments have been thawed the contract end date is restored to the end date of the longest enrollment.

Note: If some enrollments will not be active for the entire contract (e.g. their freeze duration was shorter than the other enrollments) a terminate status will be added at the correct end date.

Freeze Pricing

1. Select the Contract Freeze option
   • None: No freezing allowed
   • Contract: Only allow the entire contract to be frozen
   • Enrollment: Allow individuals to freeze
2. Allow customers to freeze or thaw their contract online
   • If this toggle is enabled customers can freeze and thaw online subject to the restrictions in the freeze terms tab
3. Freeze Fee Product/Pricing
   • If freezes are allowed you will need to select a product and amount
   • Prepaid freeze amounts are calculated when the enrollment is thawed
   • The number of months frozen is calculated, and multiple by the price to get the total freeze amount

Freeze Terms

1. Unit for Duration Restrictions
   • How the settings below will be interpreted (as days, weeks, or months)
2. Freeze Length Minimum
   • The number of units required before the customer can thaw
   • Example: with a value of "1 month" if the customer freezes their monthly contract on March 1st, the first day they can thaw is April 1st
3. Freeze Length Maximum
   • The number of units required before the customer must thaw
   • Note: Entering a value here will require an end date from the customer/staff when submitting the freeze request
   • Example: with a value of "3" if the customer freezes their monthly contract on March 1st, the last possible day they can thaw is June 1st (after 3 months)
4. Active Streak Before Freeze
   • The number of complete units the enrollment must be active before submitting a freeze. This is from either the start date of the enrollment OR the most recent thaw status
   • Example: with a value of "2 weeks", a start date of March 1st the first date the customer can freeze is March 14th
5. Maximum Number of Days Frozen in Calendar Year (Units of Days)
   • The total number of days a customer can be frozen in a calendar year (does not change with different unit from #1)
   • Note: Entering a value here will require and end date from the customer/staff when submitting the freeze request
   • Example: with a value of "90" here the customer cannot be frozen for more than 90 days per calendar year
6. Prompt the customer to enter an optional end date
   • Turn this to on to allow the customer to select an end date
7. Notice Period
   • Specify a period of time before the freeze effective date that the freeze must be submitted
8. Prepaid Options
   • Any Day: allow the customer to select any valid freeze/thaw day from the calendar
   • Facility Billing Day: only allow the customer to select freeze/thaw days matching the facility monthly billing day (to align all freeze/thaw requests) - customer can always thaw effective immediately
   • Custom Day of Month: only allow the customer to freeze on this day of the month  - customer can always thaw effective immediately