Overview

This article explains how the Member Movement process works in Hapana.

 

The Member Movement Process is a system offered by Hapana to help fitness businesses - particularly franchise models - manage members who frequently attend locations other than their designated Home Location. The process is designed to automatically reassign a member’s Home Location in the Hapana platform when certain pre-set criteria are met (e.g. frequent visits to a non-home location). This keeps records accurate, revenue fair, and ensures a seamless experience for members. 

 

Important note: If the number of eligible members is fewer than 50 per quarter, businesses must process the movements manually, with Hapana supplying the list of eligible members. If more than 50, Hapana automates the movement.

 

Prerequisites

• Members must meet the eligibility criteria (see below).

• The brand must select a method of transferring members.

• Member Terms & Conditions should note this process and be acknowledged by members.

Eligibility Criteria

To qualify, a member must meet all of the brand-defined requirements below:

1. A minimum percentage (X%) of visits at a non-home location.
2. A minimum number of visits (X) at that non-home location.
3. An active membership at the home location for at least X months.
4. Must be an active, paying, or suspended member (not a free one) and must have paid more than $0.00 during the quarter.

Key Rules and Criteria

1. Nomination
   • Each brand must select a method of transferring members: Nomination or Preservation (see below).
2. Manual vs. Automated Thresholds
   • Fewer than 50 members per quarter: Hapana supplies the data, but each location processes the changes.
   • 50 or more members per quarter: Hapana performs the movement on behalf of the brand.
3. Approval Process
   • Brands receive an approval file of eligible members each quarter.
   • Brands have 5 business days to add, remove, or amend entries.
   • If no changes are made, the file is deemed approved by default and the movement will automatically occur.
   • Hapana will not transfer any members beyond this period and if a brand takes longer, it will then be a requirement to manually move these members internally or wait until the next period.
4. Timing & SLAs
   • Hapana runs this process quarterly. This cannot be done monthly or on any other cadence.
   • Brands must submit any location-specific rules or exceptions before the quarter ends.
   • Best Effort Timelines:
     • +15 days after quarter-end → Approval file delivered.
     • +5 business days after approval → Hapana completes member movements.
     • During the period of transfer, members may not be able to book or check in until their membership has re-activated at their new home location which can take up to 2 hours.
5. Adjustments
   • Missed members or exceptions not flagged in the approval file must be:
     • Handled manually by the brand, or
     • Wait until the next quarterly cycle.
6. Liability
   • Brands opting for the automated service agree to hold Hapana harmless from claims or financial disputes resulting from the movement process.

 

What Happens When Members Swap Locations

There are two methods to map incoming members that meet the criteria:

Method 1 – Nomination of an Incoming Membership

• Each location nominates an incoming membership in CORE > Payments > Retail Configuration > Memberships. The location can set the membership that will apply to incoming transferred members by enabling the “Default Membership for Transferred Clients” toggle.

Note: It is the requirement of each location to nominate their incoming membership before the end of quarter or they will not receive incoming members and will need to process it manually.

• Incoming members assume all the nominated membership’s properties:
  • Name
  • Rate
  • Billing cycle
  • Service access

Method 2 – Preservation of Existing Membership

• Only available if the brand enforces a consistent membership naming convention across ALL locations.
• Hapana transfers the membership using the same:
  • Name
  • Billing cycle
• Pricing options:
  • Retain original pricing, or
  • Adopt new location’s recurring price.

Shared Rules (for Both Methods)

• Payment methods are transferred (no additional load fees).
• Members do not sign a new membership agreement (brand agreements must already account for this).
• Non-home lockout restrictions are overridden for moved members.
• The next billing date is preserved.
• Future cancellations or suspensions must be re-applied manually at the new site.
• No future bookings are cancelled. They are all preserved and carry forward onto the new membership.

 

Expected Outcome

Member Movement ensures that members are assigned to the location they primarily visit. Members experience no service disruption and staff benefit from automated, accurate updates.

 

Need help?
Reach out to our support team via [email protected].