As a coach you can cancel a client's subscription to any of your programs at any time. You have two options, cancel immediately, or let it run to the end of their current billing period. You can also issue a refund in the same action if needed.
📋 When to use this
A client has asked you to cancel their subscription
A client joined the wrong program and needs to be removed and refunded
You need to remove a client from a program for any reason
⚠️ Before you start
This article is for coaches cancelling a client's subscription. If you are a client cancelling your own subscription, see the related article below
The refund option available during cancellation applies to the most recent transaction only. To refund earlier payments, go to your Stripe dashboard
🖥 How to cancel from the program
Go to your Programs list and click the relevant program
Open the Active clients tab
Click the ... menu next to the client's name
Select Cancel subscription
Choose how to cancel:
Cancel immediately — the client loses access straight away
Cancel at end of billing cycle — the client keeps access until the end of the period they have already paid for
You will be offered the option to issue a refund on the most recent payment at this step — select it if needed
🖥 How to cancel from the client profile
Go to your Clients list and click the client's name
Select the Programs tab
Click the menu next to the program name
Select Cancel subscription and follow the same steps as above
💡 What happens after cancellation
Cancel immediately: The client loses access to new training and active program features straight away. Their past training history and Personal Records remain in their account permanently.
Cancel at end of billing cycle: The client stays active until the end of their current paid period, then loses access automatically. No further charges are taken.
Refunds: If you issued a refund, it typically appears within 5 to 10 business days depending on the client's bank.
🔧 Troubleshooting and FAQs
The client still appears as Active after I cancelled
If you chose to cancel at the end of the billing cycle, they will remain Active until that date — this is correct. Refresh your dashboard to confirm the scheduled cancellation is showing.
I need to refund a payment from more than one month ago
The cancel flow only covers the most recent transaction. For older payments, go to your Stripe dashboard and issue refunds from there directly.
The client was cancelled but is still being charged
Contact FITR Support immediately with the client's email, the program name, and the charge details. Include the date you cancelled and a screenshot of the cancellation confirmation if possible.
🔗 Related articles
💬 Contact Support if...
A client is still being charged after cancellation
A refund has not appeared after 10 business days
Please include your FITR account email, the client's email, and the program name.
Email: [email protected] | Live chat: Available within the FITR platform