How a booking works

Every booking follows the same path, whether a player books one hour in the app or several times at once. This page walks through it from the club's side and the player's side. The details of each step are on their own pages.

1. 1

   The app shows the open times

   For the chosen court, day and length, the app lists every start time on a 30 minute grid inside the court's opening hours. A time is open when nothing else is booked there, the club has not blocked it and it has not started yet. Each open time carries its price, worked out from the court's prices.
2. 2

   The player confirms and the slot is held

   When the player confirms at checkout, the booking is created straight away with the status Pending and the payment Unpaid. From that moment the slot is held for them and nobody else can book it.
3. 3

   The player pays

   The payment sheet offers the methods your club switched on: the wallet when the balance covers the amount, card, Apple Pay, Google Pay and NAPS. A booking that costs nothing skips payment and is confirmed at once.
4. 4

   The booking is confirmed

   As soon as the payment goes through, the booking turns Confirmed and Paid. The player sees the success screen and gets a confirmation email with a booking code when their account has an email.
5. 5

   Reminders go out

   A confirmed and paid booking gets up to three reminders: about 24 hours, 6 hours and 1 hour before the start. On iPhone the last one can also start a live countdown on the lock screen.
6. 6

   Match day

   The player turns up and plays. Nothing needs to be checked in. Staff see the booking in the calendar with the customer's name.

If the player does not pay#

• If they close the payment sheet or leave checkout, the slot is freed at once. You can switch this off so the slot stays held for the rest of the window.
• If the payment fails, the slot is also freed at once, unless you switch that off too.
• Either way, an unpaid booking is cancelled after the hold window, 30 minutes unless you change it, and the slot goes back on sale. The player is told it was released because it was not paid in time.
• If a card payment still goes through after the booking was released, the money goes straight back to the player's wallet.
• A booking your staff take in the portal is never cancelled this way, paid or not.

These three settings are in Booking rules and settings.

If the player cancels#

A player can cancel a booking in the app until it starts, unless the court has a no cancellation cutoff and less time is left than that. What they get back depends on the court's cancellation policy, a list of refund percentages by hours before the start. With the default policy:

The refund is a percentage of the whole booking, court and add ons, and it always goes to the player's wallet in your app, never back to the card. The player is told the exact amount before confirming, and again in a notification after.

Several times in one order#

When a court allows more than one time slot, a player can pick several times and pay once. Each time becomes its own booking, all joined in one order with one payment. The add ons the player picks are attached once, to the first booking of the order. Cancelling one of them later cancels that booking only.

Matches#

A match is a booking that other players can join. It follows its own rules for who pays and when it is confirmed. See Create a match and Who pays for the court.