Bring your members back, again and again

Generally no, unless your contract allows an exception, most commonly a doctor's note confirming a medical condition that makes exercise unsafe, and many gyms suspend rather than cancel a contract for a temporary issue like an injury or pregnancy. In the US, most states regulate health club contracts directly, several requiring a written cancellation process and clear terms for medical or relocation cancellations, so the exact rule depends on your state. In the UK, the Consumer Rights Act 2015 requires contract terms to be fair and transparent, and the Competition and Markets Authority has previously acted against gyms using unclear auto-renewal or cancellation terms. A cancellation policy stated plainly at signup, in either market, heads off most disputes and the negative reviews that follow them.

A membership typically gives open or broad access to the gym floor and equipment for a set period, often with a minimum term of several months. A class pack works differently, covering a fixed number of sessions or classes to use within a set window, usually without a long-term commitment, the model used by platforms like ClassPass, Mindbody, Glofox, and TeamUp. This split also shapes your reviews, since class-pack feedback tends to focus on the instructor and class availability while membership feedback centers on equipment and how crowded the gym feels. Spelling out both formats clearly on your booking page avoids confusion at signup.

The two big spikes, the September back-to-school period and January's New Year resolution rush, bring in a wave of new members along with a real risk that many drop off within weeks if onboarding is not structured. A digital loyalty program paired with automated SMS check-ins helps keep these new members engaged through the slower months that follow, typically February and March in the US and UK alike. Asking for a Google review right after someone's first few sessions, while motivation is highest, also captures more positive reviews during these high-traffic windows. Outside of peak periods, a regular satisfaction survey helps you catch disengagement signals before a member cancels or leaves a negative review instead.

The best time to ask is right after a session or class that went well, using a QR code at the front desk or an NFC card on the counter. Following up automatically with an SMS or email carrying a direct link to your Google Business Profile within a few hours of the visit also lifts your review rate. These channels remove the need to ask every member in person, which matters once a club runs multiple coaches or multiple sites. A steady stream of recent reviews carries more weight in local Google Maps ranking than an old, static volume of reviews ever will.

A digital loyalty program, built as a points or stamp system accessed by QR code, rewards a member's ongoing attendance rather than just their initial signup. You can combine it with targeted SMS marketing to win back a member who has not shown up in several weeks, or with a one-off contest during a slow stretch like summer. A satisfaction survey sent after a member's first few sessions also helps flag someone at risk of cancelling before they quietly leave or post a negative review. These tools usually run as a monthly subscription for your business, separate from whatever format, class-pack credits or a straight monthly plan, you offer your own members.

No, not as a general rule. In the US, there is no federal law requiring a medical certificate for a commercial gym membership, though a facility may ask for one for specific high-risk programs, and most gyms rely instead on a liability waiver and a basic health questionnaire, often a PAR-Q, physical activity readiness questionnaire, completed at signup. The UK follows the same pattern, with no statutory requirement for standard gym membership, and clubs typically use a health screening questionnaire rather than a doctor's certificate, reserving stricter documentation for competitive sport under a specific governing body. Some chains still request a certificate for higher-risk activities like heavy strength training or high-intensity cardio classes, so this should be spelled out clearly in your terms before someone signs up.