If your venue offers memberships or subscriptions in the United States, there’s a new rule from the Federal Trade Commission (FTC) you should know about. It’s called the “Click-to-Cancel” rule, and it’s designed to make life easier for your guests, specifically when they decide it’s time to cancel their automatically renewing membership.
At ROLLER, we’re here to help you understand what this rule means and how you can make sure your membership offerings are set up to comply. We’ve got the features to help, and this blog will walk you through exactly what to know, what to do, and how to stay ahead.
What is the FTC’s “Click-to-Cancel” rule?
In simple terms, the FTC is cracking down on businesses that make it hard for customers to cancel subscriptions. You know the kind, where signing up is a breeze, but canceling feels like an escape room.
The new rule requires:
Clear disclosures prior to sign-up
Before someone subscribes, companies must clearly explain:
- How much it will cost
- When and how often charges will occur
- How long the subscription lasts, including any free trials
- How to cancel, with clear instructions on where to find the easiest way to do it
Expressed, informed, consent
If a subscription can be started online, it must also be cancelable online. This means:
- No unnecessary steps. Businesses cannot require extra steps like calling customer service or filling out forms to cancel.
- Clear consent for retention offers. Companies must obtain explicit consent before presenting special retention offers (e.g., discounts) to customers attempting to cancel.
- Confirmation requirements. Businesses must promptly confirm cancellations and notify consumers that their subscription has been successfully terminated.
This applies to automatically renewing memberships, including the kinds of memberships many ROLLER venues in the U.S. offer.
How ROLLER has you covered
The good news is that ROLLER already has tools built in to help venues manage these recurring memberships the right way, from setup to cancellation. Depending on which checkout system you use (Progressive or Legacy), your next steps might look different. Let’s break it down:
For venues using Progressive Checkout
If your venue is already on Progressive Checkout, you’re in great shape. Here’s why:
- Online self-service cancellation: Your guests can log in to the Guest Portal and cancel their memberships themselves. No phone calls, emails, or waiting for someone on your team to make the change.
- Transparent sign-up flows: You can display detailed terms and conditions right in the checkout flow, so guests are crystal clear and consent to the terms of how their memberships work, what they’re paying, and when.
- Easy upgrades and renewals: ROLLER supports seamless upgrades and renewals through the guest portal, helping you deliver flexibility and transparency while staying compliant with FTC rules.
Want to learn more? Check out our click-to-cancel guide from the help center on guest self-service options.
For venues using Legacy Checkout
If you’re still using Legacy Checkout, you may need to switch to the Progressive Checkout. Our Legacy Checkout does not support the membership consent check-box, booking agreement, or online account features you need to comply with the FTC ruling for these memberships.
The good news is that existing customers can make the switch to Progressive Checkout by contacting ROLLER support.
A note for venues in California
Further changes are also on the horizon for venues based in California, with additional consumer protection laws going into effect soon. We’ll be sending out a separate update in the coming month specifically for California-based customers to break down what’s changing and what to expect.
Are you FTC compliant?
The FTC’s Click-to-Cancel rule is ultimately about giving guests the transparency and control they expect, and that’s something we fully support.
Whether you’re already offering a seamless online experience or looking to upgrade your setup, ROLLER has the tools to help you meet the new standards without stress.
If you have any questions about ROLLER memberships, need help configuring your platform, or want to explore moving to Progressive Checkout, our team is always happy to help. You can get in touch here.
Please note: We recommend seeking independent legal advice for any legal questions or to confirm your obligations under the new rules.
