FAQ

Some frequently asked questions. Read this before sending Member Services an email, you might find your answer right here :)

Please remember that for members still within their initial term, we’re able to freeze/cancel for medical issues or relocation/travel. To help us ensure that your request is handled in a timely manner, please send your physician’s note or your travel itinerary to our team ASAP!

FAQ:

Q: I’m traveling for an extended period of time – what constitutes verification for my freeze?
A: We will happily accept an airline itinerary, military orders, or a note from a supervisor on company letterhead. If you don’t think you can obtain any of these, please contact us directly so we can help you troubleshoot!

Q: I sustained an injury. Do I need a Dr.’s note to freeze my membership while I recover?
A: Yes, we do ask for a Physician’s note specifying the duration of down time required.

Q: I’m moving and need to cancel. What do you guys need?
A: We just need proof of relocation, such as a new lease or utility bill.

Q: Why do you need 15 days notice to freeze or cancel?
A: Since it involves your payment/training schedule and billing, we want to make sure that every request can be handled with utmost accuracy and precision! Because we handle a high volume of requests, we need 15 days to ensure that no mistakes are made and all documentation is lined up for each request.

Q: I’m month-to-month. Do I still need a Dr.’s note or verification to freeze?
A: Nope! If you are month-to-month, all we need is 15 days notice for your freeze.

Q: Do I need to come in to freeze or cancel? Can’t I just email?
A: We have everything online! We do ask that you fill it out so we have a digital thread of all requests! We don’t use emails for official requests, since those can get lost or deleted easily. With a digital form, it’s submitted right to our website and a record is kept forever!

Q: I want to cancel, but my situation doesn't fit any of these?
A: Still submit the freeze form. We periodically make exceptions to the policy for special circumstances. We can't guarantee that we can approve your request if it doesn't fit into one of these categories, but we'll do everything we can!

Submit a freeze or cancellation request here!

Want to talk to a Member Services team member? Please email memberservices@kravmd.com and we’ll be in touch shortly!