Answers to the questions that come up once a plan is live: billing, included uses, changing a member, and what Petboost will not do. Memberships in the sidebar opens Members, and your plans are under Plans.

Create draft plan saves the plan as a draft before the terms. A group of plans walks through Group, Plans and Review instead. See Creating Membership Plans.

Yes, with Member limit.

Switched off, the limit reads Unlimited. Once it is reached, the plan shows Plan full on your booking page, and nobody new can join, from the booking page or from Enrol New Member. Existing members stay. If you set the limit below the number already on the plan, those members stay, and nobody new can join until some leave.

Yes, once the plan is published and self-service purchase is on. Plans that are the same offer at different billing cycles sit together on one card.

The change saves straight away. Hide from pet owners on the plan does the same as switching it off, and Make visible to pet owners reverses it. Either way, your team can still enrol members with Enrol New Member.

No, not online. If a service the plan covers needs another service done first, such as a meet and greet or an assessment, a customer cannot join that plan from your booking page until every pet joining has met it. A pet whose assessment you recorded as Not yet has not met it, even when the customer has Skip Service Prerequisites on. They see Complete [service] first and a message to contact you. Your team can still enrol them with Enrol New Member.

Yes.

That order is what customers see on your booking page and showcase, and it is Customer order under Sort & Group on Plans. The same settings menu is on Services and Packages. Newest first under Sort & Group is the order you created the plans in, for your own list only, and does not change the booking page.

It depends which list you mean.

For the plan cards, such as One Weekly, Two Weekly and Three Weekly, use Reorder as in the answer above. That is also the order on your booking page.

For enrolled members:

Newest member is the date they started, newest first, and the list opens that way, grouped by Status. There is no grouping by join date or renewal: the groupings are Status, Plan, Billing frequency and Benefits remaining.

The copy is named with "(2 Pets)", with Minimum pets set to 2 and the included quantities doubled. An owner holds one active membership with you, so the tier is how a household with several dogs buys more inclusions. See Creating Membership Plans.

The plan has Minimum pets set to 2. Owners with fewer active pets see it with a 2+ pets badge and a button that reads Needs 2+ pets, and staff cannot enrol that account until a second pet is added. To open the plan to every household, choose One price for all their pets under Pets & Households on the plan's Details tab. Existing members are not affected either way, because the setting is checked when someone joins.

No. An owner holds one active membership per business. To move them to a bigger tier, cancel the current membership, then enrol them on the bigger plan with Enrol New Member. If the bigger plan has Minimum pets set, the account needs at least that many active pets before you can enrol them.

Yes, with an extra. An extra is a small priced bundle you publish once, such as "Saturday Group Walk, 1 a week", and your team adds it to the one membership the owner holds: open the customer's Wallet tab, then Membership Plans, and select Add an extra. It bills on the membership's billing cycle as a second line on the same subscription, covers the membership's pets, and pauses or ends with the membership. Adding it to an active membership charges now: the full price when the membership bills on a set weekday with Smaller first payment off, otherwise the share for the rest of the current billing period. Pet owners cannot buy an extra themselves. See Add or remove an extra.

No. Edit the price on the same plan and publish the change. People who join after you publish pay the new price, and 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.

Yes. Open the service, choose Booking Settings, open Advanced options, select Packages and memberships only under Who can book online, and tick Memberships. A member whose membership covers the service books it online as normal. Other customers see it marked Members Only, with See memberships when a published plan covers it. If Packages is ticked as well, they see it inside its packages instead. Your team can still book it for anyone. Steps are in Package FAQ.

Memberships bill through Stripe subscriptions. The billing cycles are Weekly (7 days), Fortnightly (14 days) and Monthly (28 days), and each member pays the amount on their own agreement.

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

On a fixed-weekday plan, someone joining mid-week can start today. The first payment is the full week unless Smaller first payment is on, in which case it covers only the days until that weekday. A plan change is never prorated. Changing the weekday later only affects new members. See Membership Billing and Payments.

No. Take a plan billed on Mondays at $70 a week, and a customer who signs up on a Wednesday.

Visits from the start date can be booked now, and each is priced from the date it falls on. A walk before the start date stays at the standard price.

No. The price, Each extra pet adds and the billing cycle on the plan are the catalogue for the next person who joins. Existing members keep paying the amount on their agreement.

To put someone on a new price or a different plan:

The benefits and the billing weekday start again. There is no Change Plan button and no proration on a plan change. See Move a member onto a different price or plan.

Not from inside Petboost: membership charges are refunded in Stripe.

Petboost sees the refund and releases the included uses that charge paid for, and it shows as Membership refund in the membership's Activity. Do not cancel, pause or edit the subscription itself in Stripe: do that in Petboost, which holds the agreement, the counters and the pricing on upcoming bookings. Appointment and package payments have a refund inside Petboost; memberships do not. See Refund a membership charge.

Their first payment was declined. Petboost keeps them on Pending, not Payment failed, so benefits do not start. Pointing at their crown shows Pending activation. A renewal that fails is Payment failed, and included uses stay on hold until that payment succeeds.

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 in those days. Select Reactivate once the card is sorted.

Yes. In the pet owner app, their membership page shows Retry payment next to Update payment method, so they can add or replace the card and pay on the spot. Outstanding appointment charges and membership payments also appear under Pay your dues.

Yes, in Reporting & Intelligence. Membership payments collected count in the Financial tab's revenue, as their own Memberships segment, in Day View's collected money and in the Transaction Summary. The Memberships tab shows Active Members, Monthly Recurring Revenue, Net Change (28d) and At Risk, with Payment failed, Paused and Pending members. Monthly Recurring Revenue includes the extras on each membership. Mission Control's revenue cards count bookings only, so membership payments are not in them. See Memberships Tab.

When the benefit is applied to a booking, not when the visit happens. A booking takes the benefit when it is created while the customer is a member, or when your team uses 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 this period's remaining count. The benefit card in the Membership Plans section of the customer's Wallet tab lists the uses held in later periods under the counter.

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

Future bookings claim uses from the week they fall in, and a recurring series stamps a use in every week it covers, so a fresh period can open with most uses already claimed. The Usage Threshold Alert email, sent when a member nears or runs out of their limit, counts those booked-ahead uses too. Their booked visits are covered, and one use is still unclaimed 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.

The benefit card in the Membership Plans section of the customer's Wallet tab shows this period's remaining count and the uses held in later periods. See Usage Tracking and Benefits.

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

No. The additional pet surcharge is billing only, and 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 and the pet's name. 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 membership. Cancel it, then Reactivate it and tick the right pets. An early cancellation fee may apply if the plan's Length has a minimum or fixed term. See Change the pets on a membership.

Yes.

The customer's Appointments tab offers the same with the Membership covers upcoming bookings banner, and each booking's menu has Apply Member Price. The discount lands on the existing bookings, and where the plan includes the visit, the use comes off the period that visit falls in. Visits before the start date stay at the standard price and take no use.

For a recurring series, apply member pricing to the first booking of the series while it is unpaid, and the rest of the series is repriced with it. A paid booking cannot be repriced, so if the first booking is already paid, apply it to the remaining bookings from the banner instead. You do not need to cancel and rebook the series. A prepaid recurring series cannot take membership benefits at all.

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, and 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 four 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, and 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 Smaller first payment is on. On a fixed-benefit-week plan, the amber rings sit on the shared weekday and the sky rings follow the member's own billing day. Open a ringed day to see which benefits refresh on it.

Uses refresh on a Monday only when that member's refresh day is a 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 show. The crown on a member or appointment only says they have a membership. The visit is included when the booking form shows Member benefit available, with Included or the discount beside each benefit, or after you use Apply member pricing.

Yes. Choose Member discount ($) as the benefit, or a fixed amount under Discount on extras. A fixed amount is never worth more than the service itself, so at most it makes the booking free.

There is no setting that blocks extra bookings. They are allowed at the standard price, or at a discount if Offer a discount on extra bookings is on. If you need members to wait for the next period, leave that discount off so extras are full price, and do not book extras under the membership.

Yes. Set that benefit's Allowance length to Every 4 weeks (28 days) and keep the plan's Billing cycle at Weekly (7 days). For example, 1 daycare day each week and 1 wash every 4 weeks: the member pays every week, the daycare refreshes every week and the wash refreshes every 4 weeks from their start date, or from the plan's fixed weekday. The member's details and the pet owner's membership page show each benefit's own refresh date. Fixed benefit week, billed from their start date is the one exception: it allows weekly allowances only.

On Members.

Each row shows the owner, with a Card On File, Card Expiring Soon or No Card On File badge, the covered pets, the plan (with a badge when plans share a name), the status, a ring per benefit for how much of the allowance is left, the next billing date, and the price and cycle on their agreement. 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, which 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 sit in a collapsed group. A member's details show their counters and the benefit calendar, and View membership opens the full record, with every payment under Activity.

Yes.

Sort & Group on the same list can also group by Membership.

Upcoming bookings priced by that membership return to the standard price, the uses they were holding are released, and the customer is emailed that their bookings have been repriced. With Cancel at end of current period, this happens when the period ends. The exception is a plan whose When a membership ends is Honour the member price already booked, where those bookings keep the member price.

A membership cancelled before it ever started always returns its bookings to the standard price, whatever the plan says.

After you cancel, select Reactivate on the member to start the same plan again. Bookings already in the diary need member pricing applied again, and bookings you create afterwards pick it up on their own.

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

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 your team overrides the limit.

Yes. The dialog shows how many pauses they have used in the last 12 months. If that is already at the plan's maximum, or the length 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 it under Starts in the pause dialog: Now, or an upcoming billing day. The pause then starts and ends on its own on those days, and the member is emailed when it is scheduled, when it starts and when it ends. Until it starts, Cancel scheduled pause in the member's details calls it off.

Yes, with Add Item on the booking's invoice. Add a line with a label and the price you want to charge. A price typed on the included line itself is not applied: Petboost keeps the member price and shows Membership price kept. A visit dated inside a scheduled pause is not covered, so the price on its line is charged when you save the booking.

No. Pauses are whole billing cycles. For a few days off, skip those bookings with Skip these dates instead. See Pause or cancel a recurring series.

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

Regenerate the terms after you change the plan.

Regenerate reads the benefits, pricing and policies on the plan and rewrites the terms from them. If you change When do they pay and refresh?, regenerate after you publish, so the billing day in the terms matches. See Regenerate the terms.