Cette page n’est pas encore traduite en français. Vous lisez la version anglaise.
Glossary and FAQ
The words used in this space, and answers to the questions clubs and players ask most.
Glossary#
| Term | Meaning |
|---|---|
| Club | A venue that sells membership plans. |
| Plan | What the club sells: who it is for, what it includes, its lengths and its refund rule. |
| Length | A number of months a plan is sold at, with its own price. |
| Default length | The length chosen first in the app and quoted on the club card. |
| Seat | A place on a plan with a cap. Held by every paid membership that has not ended. |
| Free trial days | Free days added to a member's first membership at the club. |
| Sale | An offer everyone sees on the plan card. |
| Save | An offer shown only in the cancel sheet, taken by extending. |
| Extension | More months bought on a membership, added to its end date. |
| Freeze | A pause: the pass stops, the seat is kept, the days are given back on resume. |
| Roster | The other people a couple or family membership covers. |
| Pass | The member's QR code and short code, shown at the door. |
| Short code | The last part of the confirmation code, printed under the QR code. |
FAQ#
A member paid but their membership still says Reserved.#
The membership starts when the payment is confirmed. For a card payment this can take a moment. If it stays Reserved, check the payment in Payments.
Can I give someone a membership for free?#
Not from the portal: memberships are bought in the app. A plan priced at 0 is free and starts at once, and a voucher can take the whole price off.
Can I change the length or price of a membership already sold?#
No. Each membership keeps what it was sold at. Freeze and resume moves its end date by the frozen days, and an extension adds months.
What happens to members if I pause or delete a plan?#
They keep their memberships and their remaining days. Only new purchases stop.
Why does a member not get a refund when they cancel?#
The plan's rule decides. With Nothing, or with More the earlier they cancel once the membership has started, nothing is refunded. Your staff can still cancel it from the portal and choose a refund.
Can a member hold two memberships?#
Yes, of different plans. Of the same plan, only one at a time can be running.
Does a membership include classes?#
No. Classes on the club's Sessions tab are joined and paid on their own.
A family member was refused at the door.#
Check that they are on the membership under Who this covers, and that the membership is not frozen, expired or cancelled.