Implementing Sanctions

This guide provides policy guidelines & best practices for member sanctions within the Fernwood network. All clubs must comply with these guidelines to ensure a consistent member experience and brand alignment.

Why Implement Sanctions? 
No-show or sanction fees maintain accountability for class/session bookings. This ensures better class and session availability for all members while optimising club utilisation and revenue. 

Note: Implementation remains at individual franchisee discretion.

Key Requirements

Before introducing any sanctions, clubs must ensure they meet the following three pillars:

• 60-Day Advance Notice: Mandatory prior to policy implementation.

• NSO Approval: Written policy and communication plans must be approved.

• Standardised Structure: Applied consistently across eligible services.

Applicable Services

Sanctions can be applied separately across all extra paid services and class types with variable pricing, including:

• Reformer Pilates Classes

• FIIT30 Classes

• Sauna Sessions

• Childcare Sessions

1. Policy Compliance 

Terms & Conditions Compliance

All no-show fee implementations must comply with Section 24.2 of the Fernwood Terms & Conditions:

• Policy Changes (clause 24.1): Require 60 days' advance notice.

• Notice Method: Must be prominently displayed at facilities and sent digitally.

• Action Item: Notify members via the Fernwood Member App and/or Talkbox 60 days before the roll out date. (Templates are available at the end of this guide).

Sanction Checklist

📋 Do not launch sanctions until you have checked off the following:

• Written policy document completed

• National Support Office (NSO) approval secured

• Member communication plan ready for execution

2. NSO Sanction Structure

Fee-Based Sanctions

NSO recommends implementing fee-based sanctions as it ensures a fair and consistent member experience.

Why we do not implement Clip-Based Sanctions

Fernwood operates on varied membership structures, which creates a two-tier system if clip deductions are used:

• The Solution: Fee-based sanctions automatically apply to all members, removing manual staff work and ensuring absolute fairness.

3. Member Communication Plan

Tone of Voice Guidelines

Keep it genuine, positive, and benefit-driven. Focus on how this change helps them.

• Do say: "We are introducing this to improve class availability and ensure everyone gets a spot!"

• Don't say: "You will be financially penalized for missing your classes."

Communication Channels

• Multi-Channel (Mandatory): Use a mix of Talkbox (email/SMS) and in-club signage to ensure maximum exposure.

• Fernwood Member App (Optional): Use this to supplement, not replace, mandatory emails.

• Social Media (Not Recommended): Avoid public platforms. Sanction messaging should be service-focused, and social media can trigger unnecessary public debate. Contact NSO first if you plan to post online.

Suggested Communication Timeline

[Day 0] --------> [Day 1–15] --------> [Day 30] --------> [Day 45] --------> [Day 60]
NSO Approval      Initial Notice      Second Notice     Final Notice      GO LIVE
                  (Email/Signage)     (Email/Signage)   (Email/SMS/App)

Communication Content Standards

Every member communication must include the following details:

• What: Clear description of the sanction/fee structure.

• When: Exact implementation date.

• Why: The rationale and benefits to the member (better availability).

• How: How the sanctions will track and apply.

• Amount: The specific fee amounts (e.g., $10).

• Contact: Direct club contact details for member questions.

Secondary Communications options: 

1. Member App Message (optional - supplementary only, not replacement for emails)
2. Staff verbal communication during member interactions

4. Submitting Details to the Support Team

Once your 60-day notice period is underway and guidelines are met, contact the Support Team with the following details so they can configure your system:

1. Sanction Fee Amount: (e.g., $5.00 or $10.00 per violation).

2. Target Products: Which specific memberships and clip cards this will apply to.

3. Go-Live Date: The exact date the sanctions should start.

4. Automated Notifications: Confirm if you require an automated email triggered to members when they receive a sanction.

💡 Important Technical Note: For sanctions to trigger accurately, ensure your 24/7 Front Door system is fully operational and your club's internet connection remains stable.

🛠️ Resources & Templates

To view and copy pre-made Talkbox templates:  

1. Log into your clubs Talkbox account

2. Go to Communications > Templates 

3. Search for "Sanctions" and you should see Sanctions Message Template 2026