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DMCCA FAQ

This FAQ captures the most common questions from our DMCCA webinar, covering who the legislation applies to, how cooling-off and cancellation periods work, what reminders need to be sent, and how Gladstone’s platform will support compliance. It also explains self-service cancellations, refund rules, and where to access the webinar recording.

General Legislative Requirements

  1. Does the DMCCA apply to both recurring card payments and direct debits?

    Yes. The legislation applies to all auto-renewing memberships—this includes both Recurring Card Payment and Direct Debit options. Reminder notices and online cancellation must be available for both.

  2. Does the Act apply to all customers or just new joiners from 2026?

    The DMCCA applies to all customers, not just new joiners, from Spring 2026.

  3. Is a cooling-off period required for every membership regardless of length?

    Yes. All contracts must have a 14-day cooling-off period. For rolling contracts, it applies once at the start. For fixed-term contracts of at least 12 months, the cooling-off period applies each time the contract auto-renews.

  4. Q: Can we still apply annual price increases?

    Yes. The Act doesn’t prevent price increases, you just need to give clear, advanced notice to members.

  5. Does the DMCCA apply to lump sum (non-renewing) memberships?
    If the membership doesn’t auto-renew, reminder notices aren’t required. If it does, reminders must be sent.
  6. What’s the difference between a cancellation notice period and a grace (cooling-off) period?
    Cancellation notice period: How much notice a member must give before the next payment to cancel.
    Grace period (cooling-off): The 14-day window after signing up, during which the member can cancel and get a refund.
  7. Are there restrictions on selling subscriptions to under 16s?
    The DMCCA doesn’t restrict this, but other consumer protection laws may apply. You may need to involve parents or guardians in the sign-up process.

Reminder Emails & Notifications

  1. Will automated reminders be included in our Go package, or do they come at an extra cost?

    Automated reminders are included in your Go account, there is no additional charge.

  2. What is the frequency required for reminder notices?
    The legislation requires reminders every six months for auto-renewing memberships.
  3. If a member refuses to give an email address, are we required to post letters?
    Yes. If you can’t email them, a paper letter must be posted.
  4. Will we need Audience Builder to send these reminder emails?
    No. The reminders will be built into your Go system as standard.
  5. Will reminders go to members signed up via Plus2 or 360 as well as online via Go?
    Yes. All members with an auto-renewing contract will receive reminders, regardless of where they joined.

Self-Service Cancellations

  1. When cancelling via self-service, does it apply the correct notice period automatically?
    Yes. Members are prompted to select a cancellation date that aligns with their contract and notice period. The system ensures it's far enough in advance to stop the next payment.
  2. Can members choose to schedule a cancellation for a future date (e.g. after their contract ends)?
    Yes. They can schedule cancellation to take effect at the end of their minimum term.
  3. Will the self-service cancellation page be translated for Welsh users?
    Yes. All consumer-facing content will be translated either by Gladstone, or through the Operator translation module for custom text.
  4. Will users be asked for a cancellation reason? Can we report on this?
    Yes. Users can be prompted to give a reason (optional), and reporting will be available.

Refunds & Cooling-Off Periods

  1. Will refunds during the cooling-off period include one-off fees as well as membership fees?
    This is still under review.
  2. How will self-service cancellations handle refunds during the cooling-off period?- A) If no use is detected, an automatic refund will be processed.
    B) If use is detected, an email will prompt your team to follow your fair-use policy for refunds.
  3. What counts as ‘using the service’ during the cooling-off period?
    Any swipe entry (e.g. turnstile) or confirmed booking counts as usage.
  4. How will we know if a refund is due when someone cancels during the cooling-off period?
    An automated email will be sent to your nominated internal contacts. It will confirm whether a refund was issued automatically or if manual review is needed.

Integration & Compatability 

  1. Will these changes also apply to Go Learn and will we get further details?
    Yes. We are working with partners to ensure Go Learn is fully DMCCA-compliant. Details will be shared in due course.
  2. Will this functionality be available in GS360?
    Yes. GS360 already has cancellation workflows. Speak to your RSM to activate them.

Pre-Contract Info & T&C's

  1. Do we need separate pre-contract T&Cs?
    No. If your existing terms already include all required pre-contract information, you don’t need to provide separate documents. It just needs to be all in one place.

  2. Will members who sign up online be notified of price changes by email?
    There is no change of legislation around price change notifications (other than at the end of a discounted period) included in the DMCCA. However, this should already be done if required by existing legal requirements.

Webinar Access

  1. How can I recap on the DMCCA webinar or share it with colleagues?
    You and your team can access the full webinar recording and highlights here.