# DMCCA FAQ

HTML version: [DMCCA FAQ](https://support.gladstonesoftware.cloud/gooperator/dmcca-faq)

## Problem
This article answers common questions about the DMCCA legislation, including who it applies to, requirements for cooling-off and cancellation periods, reminders, compliance on Gladstone's platform, self-service cancellations, refunds, and where to find the DMCCA webinar recording.

## Resolution

### General Legislative Requirements

1. **Applicability to Payment Types**
   - The DMCCA applies to all auto-renewing memberships, including Recurring Card Payment and Direct Debit options. Reminder notices and online cancellation must be available for both.

2. **Applicability to Customers**
   - The DMCCA applies to all customers (not just new joiners) from Spring 2026.

3. **Cooling-Off Periods**
   - All contracts require a 14-day cooling-off period.
   - For rolling contracts, the cooling-off applies once at the start.
   - For fixed-term contracts of at least 12 months, the cooling-off applies at every auto-renewal.

4. **Price Increases**
   - Annual price increases are allowed. Provide clear, advance notice to members.

5. **Lump Sum (Non-Renewing) Memberships**
   - If the membership does not auto-renew, reminder notices are not required.
   - If it does auto-renew, reminders must be sent.

6. **Cancellation Notice vs. Cooling-Off Period**
   - **Cancellation Notice Period:** The time a member must give before their next payment to cancel.
   - **Grace Period (Cooling-Off):** The 14-day period after signup during which a member can cancel and get a refund.

7. **Subscriptions to Under 16s**
   - The DMCCA does not restrict sales to under 16s but other consumer laws may apply; parental or guardian involvement may be required.

### Reminder Emails & Notifications

8. **Cost of Automated Reminders**
   - Automated reminders are included in your Go account at no extra cost.

9. **Reminder Frequency**
   - Reminders for auto-renewing memberships must be sent every six months.

10. **Communication Method**
    - If a member does not provide an email, a paper letter must be posted.

11. **Use of Audience Builder**
    - Reminder emails are built into the Go system; Audience Builder is not required.

12. **Members Joined via Different Systems**
    - Reminders will be sent to all members with auto-renewing contracts, regardless of whether they joined via Plus2, 360, or online via Go.

### Self-Service Cancellations

13. **Automatic Notice Period Application**
    - The system ensures members select a cancellation date that meets notice-period requirements and is early enough to stop the next payment.

14. **Scheduling Future Cancellations**
    - Members can schedule cancellations to take effect at the end of their minimum term.

15. **Welsh Translation**
    - Consumer-facing content on the cancellation page will be available in Welsh, either provided by Gladstone or via the Operator translation module for custom text.

16. **Cancellation Reason and Reporting**
    - Members can be prompted (optionally) to give a reason for cancellation, and reporting will be available.

### Refunds & Cooling-Off Periods

17. **Refund Eligibility for Fees**
    - Inclusion of one-off fees in cooling-off refunds is under review.

18. **Refund Handling in Self-Service Cancellations**
    - Refunds are not yet processed automatically. When a member cancels online during the cooling-off period, the membership ends immediately and your team is emailed so that you can process any refund owed, according to your fair-use policy.

19. **Definition of Service Usage During Cooling-Off**
    - Any swipe entry (e.g. turnstile) or confirmed booking counts as service usage.

20. **Notification of Refund Requirement**
    - When a member cancels online, the email addresses in the **Self-Serve Cancellation Internal Recipients** setting receive an automated notification. Enter several addresses separated by commas; the setting can be overridden per site. If it is left blank, no notification is sent.

### Integration & Compatibility

21. **Go Learn**
    - Go Learn will be made fully DMCCA-compliant. More details will be shared as available.

22. **GS360 Functionality**
    - GS360 already has cancellation workflows. Speak to your account manager to activate them.

### Pre-Contract Info & T&Cs

23. **Pre-Contract T&Cs**
    - If your existing terms include all required pre-contract information, no separate documents are needed; all details must be in one place.

24. **Notification of Price Changes for Online Sign-Ups**
    - No new DMCCA requirements for price change notifications (except at the end of discounted periods). Existing requirements still apply if relevant.

### Webinar Access

25. **Accessing the Webinar Recording**
    - The full DMCCA webinar recording and highlights are available for you and your colleagues to access and share.

## Notes

- Refund policies regarding one-off fees during the cooling-off period are still under review.
- Details about Go Learn compliance will be provided in due course.
- Speak to your account manager to activate GS360 cancellation workflows if needed.
- How to configure GladstoneGo for the first provision is in [Configuration for DMCCA Requirements](configuration-for-dmcca-requirements.md).
- Reminder emails need no Audience Builder set-up; for other bespoke messages see [Audience Builder](audience-builder.md).