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Over the years, we have been committed to providing you with the best possible experience, which has included absorbing the costs associated with failed payments. However, as our business grows and evolves, we must ensure that our operations remain sustainable.
Therefore, we will be enforcing our policy regarding failed payments. In the event that your payment fails, you will receive a notification informing you of the issue and the reason behind it. Additionally, our system will automatically attempt to process the payment again after 48 hours.
To prevent any inconvenience and access issues, we encourage you to update your payment information via our app or online portal before the retry. This will help ensure that your account remains in good standing and you are not stopped at the gate. However, if the payment fails again on the retry, a failed payment fee of $10 will be added to the outstanding amount. We understand that unexpected circumstances can arise, and we are committed to working with you to resolve any issues promptly such as expired and stolen credit cards.
We understand that aligning your outgoing payments with your pay cycle may be helping in your budgeting and we can move your monthly gym payment date on request. Please complete this quick form if this is something you would like to change.
Please note that our terms and conditions have always stipulated the possibility of passing on failed payment fees, including instances such as insufficient funds. While we have not enforced this in the past, enforcing this policy is necessary.
If you have any questions or concerns regarding this update, please do not hesitate to reach out to our gym team. We are here to assist you in any way we can.
Thank you for your continued support and understanding as we make these necessary adjustments to better serve you.
The Process
If Payment Fails
Notification to user of failure and reason for failure
Restricted access until payment has been made.
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48hrs Later
If payment has not been made - Automatic Retry
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If Payment Fails Again
$10 Failure fee applied to Account
Restricted access until payment has been made.
Thank you for your continued support and understanding as we make these necessary adjustments to better serve you.
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The Health and Wellbeing Team at Northern Arena.