Answers to the questions that come up once a plan is live: billing, included uses, changing a member, and what Petboost will not do.

Go to Memberships, switch to Plans, then select Create plan. Choose A single plan or A group of plans. A single plan walks through Details, Benefits, Pets & Households, and Cancellation & Pausing, then Create draft plan saves it as a draft and moves on to Terms & Conditions. Tick I have reviewed these terms, then on Review & Publish select Create & publish (or Create & keep hidden when self-service purchase is off). A group of plans walks through Group, Plans, and Review.

See Creating Membership Plans.

Yes. On the plan, turn on Member limit and set the number. Leave it off for Unlimited.

Once the limit is reached, the plan shows a full badge and new members cannot join from your booking page or from Add member manually. Existing members stay. If you lower the cap below the people already on the plan, those members stay; nobody new can join until some leave.

Yes, if the plan is published and not hidden from pet owners. Plans that are the same offer at different frequencies sit together as one card.

To stop pet owners joining themselves, open the plan and select Hide from pet owners. Your team can still enrol with Add member manually.

Yes. Open Memberships, switch to Plans, open Sort & Group, choose Reorder, drag the plans, then tap Done. That order is what customers read on the booking page and showcase.

The same Reorder control is on Services and Packages. Newest first on the Plans Sort & Group menu is creation order for the staff list only. It does not change the booking page.

Two lists.

If you mean the plan cards (for example One Weekly, Two Weekly, Three Weekly), use Memberships > Plans > Sort & Group > Reorder and drag them into that order. That is also the booking-page order.

If you mean enrolled members, open Memberships (the Members tab). Open Sort & Group and sort by Newest member. The default is already newest first, grouped by Status. There is no Join date or Renewal group.

Open the one-dog plan and choose Make the 2-dog version. It opens the plan builder prefilled as a "(2 Dogs)" copy with Minimum pets 2 and the included quantities doubled. Discount the price, save it as a draft, then publish. An owner holds one active membership with you, so the tier is how a multi-dog household buys more inclusions.

See Creating Membership Plans.

The plan has Minimum pets set to 2. Owners with fewer active pets on their account see the plan with a 2+ pets badge and a disabled button, and staff cannot enrol that account until a second pet is added. To open it to every household, choose One price for all their pets under Pets & Households on the plan's Details tab. Existing members are never affected by the setting.

No. One active membership per owner per business. To move them to a bigger tier, cancel the current membership, then enrol them again with Add member manually. If the bigger tier has Minimum pets set, the account needs at least that many active pets before you can enrol them.

No. Edit the price on the same plan and publish. People who join after you save pay the new catalogue price. Existing members keep the amount on their agreement.

Clone only if you want both the old and the new price available to choose from at the same time.

Memberships bill through Stripe Subscriptions. Cycles are weekly (7 days), fortnightly (14 days), or monthly (28 days). Each member pays the amount snapshotted on their agreement.

On the plan, When do they pay and refresh? is one of:

On a fixed-weekday plan, a mid-week join can start today. The first payment is the full week unless Pro-rate the first week is on, in which case it covers only the days until that weekday. Plan changes are never prorated. Changing the weekday later only affects new members.

See Membership Billing and Payments.

No. They can start that Wednesday. The first payment is the full week unless Pro-rate the first week is on. If it is on, the enrol screen shows a part-week amount; on a $70 Monday plan a Wednesday start is $50.00 now and $70 every Monday after that. If it is off, that Wednesday start is $70 now and $70 every Monday after that. Their included benefits for the part-week are available in full.

They can also wait for the Monday. Leave Collect first payment today unticked and nothing is charged until then; tick it and the full cycle price is charged that day and pays the start-date invoice, so there is no second charge on the start date. Visits from their start date are covered by the membership. You can book those visits now. Each visit is priced from the date it falls on. A walk before the start date stays at the standard price.

No. Price, surcharge, and billing cycle on the plan are the catalogue for the next enrolment. Existing members keep paying the amount on their agreement.

To put someone on a new price or a different plan: Members > open the member > Cancel membership, then Reactivate (same plan, new catalogue price) or Add member manually (different plan). Benefits and the billing weekday start again. There is no Change Plan button and no proration on plan changes.

Not from inside Petboost. Open the charge on the member's billing history, select View in Stripe, and refund the charge there (full or partial). Petboost detects the refund and releases the uses that charge paid for.

Do not cancel, pause, or edit the Stripe subscription itself. Do that in Petboost, which holds the agreement, the counters, and the pricing on upcoming bookings.

Appointment and package payments have an in-product refund. Memberships do not.

The first invoice declined. Petboost leaves that member on Pending Activation so they do not receive the 72-hour Past Due benefit window on an unpaid start.

Open Membership Payment Failed on Members, the member profile, or the customer's Wallet tab, including its Membership Plans section. Select Retry payment, or Text card update so they can top up or replace the card.

If it is still unpaid four days after the start date, Petboost cancels the membership and returns every member-priced booking to the standard price, including visits already taken during those days. Select Reactivate once the card is sorted.

Yes. Outstanding appointment charges and membership payments sit in their wallet and in Pay Your Dues. They can add or replace the card on file and retry each payment where it sits. Manage Membership also shows Retry payment next to Update payment method.

Yes. Membership billing counts in your revenue totals and appears in the sales report alongside appointments, packages, and sales. The Reporting & Intelligence Memberships tab shows active members, recurring revenue, and past due / paused.

Uses deduct when the benefit is applied to a booking, not when the visit happens. Applied means the booking was created while they were a member, or staff used Apply member pricing, or the Membership covers upcoming bookings banner on the customer's Appointments tab.

A use comes off the period the visit falls in. A booking in a later week holds a use in that week and does not change the current period's remaining count. To see uses held in later periods, open the customer's Wallet tab, including its Membership Plans section: the benefit card lists them under the counter.

Starting, completing, or paying a booking does not move the counter.

Future bookings claim uses from the week they fall in. A recurring series stamps a use in every week it covers. A fresh period can open with most uses already claimed. The "1 left" email counts booked-ahead uses. Their booked visits are already covered; one unclaimed slot remains this period.

The included-use benefit is applied first when it covers the service and the period has a use left, on a full-price line and on a line already priced at $0. The percentage benefit is stamped only when no included use covers that service, or the period's included uses are already claimed.

Check the customer's Wallet tab, including its Membership Plans section: the benefit card shows this period's remaining count and the uses held in later periods.

While Petboost works out which benefits apply, the form shows Checking benefits. If no benefit covers that line, it shows Full price. You can read what a member is being charged before you save.

No. The additional pet surcharge is billing only. All pets on the membership share the same allowance. Booking two covered dogs on the same day draws two uses. When a sibling takes the last included use, the booking form shows Benefit claimed by {pet}. If each pet should have its own included uses, enrol them on a household tier with Minimum pets set instead.

No. Covered pets are fixed for the life of the subscription. Cancel that membership, then Reactivate and tick the right pets. Commitment fees may apply if the plan has a minimum commitment.

Yes. Use Apply Member Price on the booking, or the Membership covers upcoming bookings banner on the customer's Appointments tab. The discount lands on the existing appointments. Where the plan includes the visit, the use is deducted from the period that visit falls in. Visits before the start date stay at the standard price and do not take a use.

For a recurring series, apply to the first booking of the series while it is unpaid. The rest of the series is repriced with it. If the first booking is already paid, the banner lists the remaining bookings and you apply to those. You do not need to cancel and rebook the series.

No. The price is set when you save the booking, from the visit date. A visit on or after the start date takes the member price now and holds an included use in that week. A visit before the start date stays at the standard price. The start date does not reprice the diary.

If a visit is still at the standard price after you save, open it and use Apply Member Price, or use the Membership covers upcoming bookings banner on the customer's Appointments tab. For a recurring series, start the series on or after the start date, then check each visit.

If the membership is cancelled before it starts, or the first payment does not go through within 4 days of the start date, member-priced bookings return to the standard price.

An amber ring is a refresh day (every 7, 14, or 28 days from that member's window). A sky ring is a billing day. On the start-date and fixed-day models, refresh and pay land on the same weekday for that member; a mid-week join on a fixed-day plan still bills on that weekday after the first payment, and that first period is shorter only when Pro-rate the first week is on. On a fixed-benefit-week plan the amber rings sit on the shared weekday while the sky rings follow the member's own billing day. Hover or tap a ringed day to see which benefits refresh.

Uses reset on Monday only when that member's refresh day is Monday: their billing weekday on the first two models, or the plan's shared benefit week day on the third.

A booking that used a membership benefit carries a redemption badge wherever package credits already show. The crown on a member or appointment is identity only. The visit is included when you see Included or Member benefit available, or after you Apply member pricing.

Yes. Set the discount as a percentage or a fixed dollar amount. A fixed amount is never worth more than the service itself, so it can at most make the booking free.

There is no separate block mode. Extra bookings are allowed at the standard price, or at a discounted overage if you turned that on. If you need members to wait for the next period, leave overage off and do not book extras under the membership.

Memberships opens the members list. Each row shows the owner, covered pets, plan, status, and a ring per benefit for how much of the allowance is left. Sort & Group groups by Status, Plan, Billing frequency, or Benefits remaining, and sorts by Newest member, Member name, Plan name, Next billing, or Price. Cancelled members start expanded with Reactivate. Reactivate is hidden when that owner already has a live membership. Cancelled memberships that already have a live membership on the same plan are hidden. To show them, open Filters and turn off Hide reactivated. Expired members start collapsed under their group heading. It also shows what each member has redeemed, the fees they have paid, unused credits, and a badge when plans share a name.

Open a member for counters, billing history, and the benefit calendar.

Yes. On Customers & Pets, open the filters. Under Membership, choose Active Membership or No Active Membership. Under Membership Plan, pick one or more plan names. Sort & Group on that same list can also group by Membership.

Upcoming bookings priced by that membership revert to the standard price, the uses they were holding are released, and the customer is emailed that their bookings have been repriced.

A membership cancelled before it starts always returns those bookings to the standard price.

After you cancel, select Reactivate on that member to start the same plan again. Bookings already in the diary need Apply member pricing again. Bookings created after enrolment pick it up automatically.

If they already have a live membership, Reactivate is hidden. If that live membership is on the same plan, the cancelled row is also hidden. To show it, open Filters and turn off Hide reactivated.

Select Reactivate on the cancelled member in Members, or on the customer's Membership tab. The same plan and pets are prefilled. If they have no card, select Text them to add a card, then tap Reactivate again once the card is on file. Then apply member pricing on bookings already in the diary.

Open the member from Members, select Pause, choose Starts (today or a billing day), set How long, then select the button, for example Pause for 2 weeks. See How to Pause.

No. Every pause counts once, whatever its length. On a plan that allows 2 pauses every 12 months, a 2 week pause leaves 1. The pause dialog shows this under Counts as. A pause longer than Max days per pause still counts as one pause when staff override the limit.

Yes. The dialog shows how many pauses they have used in the last 12 months. If that is already at the plan maximum, or the duration is longer than Max days per pause, tick Override the plan limit for this pause, then select the pause button. Members cannot do this from their own account.

Yes. Choose Starts in the pause dialog. The list is today, or upcoming billing days. The pause begins and ends on those days without a reminder.

No. Pauses are whole billing cycles. A few days off the diary is Skip these dates on the bookings. See Pause or cancel a recurring series.

No. Resume before the refresh day and counters continue where they froze. Resume after it and a fresh period is issued on the plan's usual cadence, keeping the original weekday. Already-booked visits keep the uses they claimed.

Change the plan, save, then open Terms and select Regenerate. Regenerate reads the benefits, pricing, and policies on the plan and rewrites the terms body from them.

If you change When do they pay and refresh?, regenerate after you save so the billing day in the terms matches.