Comp OS Cancellation Playbook
This playbook covers the two cancellation modes available for the Comp OS add-on and the steps to follow for each.
When to Cancel
- Gym requests to remove the Comp OS add-on
- Gym's subscription is being downgraded or terminated
- Non-payment or contract breach (after internal review)
Cancellation Options
Navigate to Gyms → [Gym Name] → Billing & Subscription → Comp OS Add-On card. If the subscription is active, you'll see a Cancel Subscription button, or toggle the switch OFF. Both open the cancellation dialog.
Option 1: Cancel Now
| Step | What Happens |
|---|---|
| 1 | The Comp OS Stripe subscription item is removed immediately (with proration) |
| 2 | The subscription status is set to cancelled |
| 3 | The comp_os feature flag is disabled for the gym |
| 4 | The gym loses access to the Comp OS workspace immediately |
| 5 | A platform activity log entry is recorded |
Use when: Immediate termination is required (e.g. contract breach, gym closure, or gym explicitly requests same-day cancellation).
Option 2: Cancel On (Scheduled)
| Step | What Happens |
|---|---|
| 1 | A future cancellation date is recorded on the subscription |
| 2 | The gym retains full Comp OS access until that date |
| 3 | Any billing cycles due before the cancellation date are still processed normally |
| 4 | On the cancellation date, the daily billing sync removes the Stripe item (no proration), sets status to cancelled, and disables the feature flag |
| 5 | A platform activity log entry is recorded at both scheduling and execution time |
Use when: The gym wants to finish out a billing period, has upcoming competitions to complete, or needs a grace period.
Scheduled Cancellation Visibility
When a cancellation is scheduled, the Comp OS card displays an amber banner showing the scheduled date. This is visible to all platform staff viewing the gym's billing tab.
Post-Cancellation
- Existing competition data is not deleted — it remains in the database for historical reference
- Public competition listings for the gym are no longer updated but existing entries remain visible
- Re-enabling Comp OS follows the standard enable flow (new contract required)
- If the gym's main Stripe subscription is cancelled via Stripe, any attached Comp OS item is also cancelled automatically
Escalation
If a cancellation cannot be processed (e.g. Stripe errors, missing subscription data):
- Check the Activity Log & Error Monitoring in Platform Settings for edge function errors
- Verify the gym's Stripe subscription ID is valid
- If the Stripe item was already manually removed, update the subscription status to cancelled directly
- Raise a support ticket internally if the issue persists