MEMBERSHIP SUPPORT

Welcome

Whether you're considering canceling your membership, taking a break, changing your membership, or simply have questions, our Member Experience Team is here to help.

Every request is reviewed individually. When you reach out, our team takes the time to understand your situation and helps determine the best solution for you — whether that's a freeze, a downgrade, an upgrade, or another option that fits your needs. We're here to make membership work for your life, not the other way around.

Membership Requests & Support

Frequently Asked Questions

How do I cancel my membership?

We're sorry to see you considering a cancellation—and before you go, our Member Experience Team would love the chance to explore other options with you, such as a freeze or a membership change. If cancellation is the right choice, you can submit your request using the button below.

Submitting the Membership Cancellation Request Form serves as your official written thirty (30) calendar-day notice of cancellation. Please note that all memberships require a minimum two (2) month commitment before cancellation is permitted. Billing continues as scheduled throughout the 30-day notice period, and you'll keep full access to your membership benefits until your effective cancellation date.

Can I freeze my membership?

Yes. We know life happens, and a freeze can be a great way to take a break without canceling.

Members may request one (1) membership freeze per calendar year, for up to three (3) consecutive months.
A $15 monthly freeze fee applies for each month your membership is frozen.

To request a general freeze, email us at hello@culturetwc.com.

Medical freezes are also available and are exempt from the monthly fee with documentation from a licensed healthcare provider. Please direct medical freeze requests to hello@culturetwc.com.

Freeze requests should be submitted at least five (5) business days before your next scheduled billing date. While your membership is frozen, membership benefits are paused for the duration of the freeze.

Can I downgrade my membership?

Absolutely. To request a downgrade, email us at hello@culturetwc.com.

Downgrade requests must be received at least seven (7) days before your next billing date. Requests received fewer than seven (7) days before your next billing date will take effect the following billing cycle.

Can I upgrade my membership?

Of course—we'd love to have you experience more of CULTURE. To upgrade your membership, email us at hello@culturetwc.com, and our team will take care of the rest.

When does my cancellation become effective?

Your official thirty (30) calendar-day notice period begins the moment your Membership Cancellation Request Form is submitted. Billing continues as scheduled during this period, and you'll retain full membership access until your effective cancellation date. For complete details, please refer to your Membership Agreement.

What is the late cancellation and no-show policy?

To keep classes fair and accessible for everyone, the following applies to class reservations:

Late Cancellation: A $10 fee applies to classes canceled fewer than twelve (12) hours before the scheduled start time.
No-Show: A $15 fee applies when a reserved class is missed without cancellation.

All class cancellations must be made through the CULTURE. app or booking platform.

What membership perks do I receive?

Your CULTURE. membership comes with benefits designed to enhance your experience:

All Access: Two (2) guest passes per month and 15% off merchandise.
Open Gym: One (1) guest pass per month.

Who do I contact with membership questions?

Our Member Experience Team is here to help. Reach us anytime at hello@culturetwc.com.

How do I update my payment method?

You can update your payment method by logging into your account or by contacting our Member Experience Team at hello@culturetwc.com. If you need assistance, we're happy to help.

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What happens if my payment doesn't go through?

If a membership payment is declined, you'll have a 48-hour grace period to update your payment method and resolve the balance. After that, a $15 late payment fee applies and access may be paused until your account is current.

You can update your payment details anytime in the CULTURE. app or by contacting hello@culturetwc.com.

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Is there a minimum membership commitment?

Yes—all memberships include a minimum two (2) month commitment, beginning on the date of your first membership payment, before a cancellation can be processed.

EMPOWER THE PEOPLE. FUEL THE CULTURE.