Question 1

How are memberships different from packages?

Accepted Answer

Packages are prepaid credits: a client buys a 10-pack upfront, uses the credits over time, then buys another. Memberships are recurring subscriptions: a client pays weekly, fortnightly or monthly and receives included benefits each period. Packages solve "I want a discount for buying in bulk". Memberships solve "I want predictable recurring revenue".

Question 2

How does billing work, and what is the billing and reset day?

Accepted Answer

Memberships run on Stripe Subscriptions. Cycles are weekly (7 days), fortnightly (14 days), or monthly (28 days). There are three models on the plan. On their start date and Fixed day of week both weld pay day and refresh day to the same weekday. Fixed benefit week, billed from their start date splits them: everyone counts included uses over the same shared week while each member pays from their own start date, and the first part-week grants the full allowance. A mid-week join on a fixed-weekday plan can start today and pay the full week, or pay only the remaining days if Smaller first payment is on, or wait for the weekday. Collect first payment today is for a future weekday start: that charge pays the start-date invoice, so they are not charged twice.

Question 3

Can a plan cover two dogs in one household?

Accepted Answer

Yes. Create a household-size tier, for example "Walk Club - 2 Dogs", with the included quantities scaled up and priced for the household. An owner holds one membership with you at a time, so the tier is how a multi-dog family buys more inclusions. Build the ladder in one pass with a group of plans.

Question 4

Can I give a fixed dollar amount off instead of a percentage?

Accepted Answer

Yes. A benefit can take a fixed dollar amount off a service as well as a percentage. $10 off a groom is easier to advertise than a percentage that lands on an odd number, and members can work out what they save without doing sums.

Question 5

What happens when a member uses all their included visits?

Accepted Answer

Extra bookings are allowed at the standard price, or at a discounted overage if you turned that on. There is no mode that blocks further bookings until the allowance refreshes. Included uses deduct when the benefit is applied to a booking, including visits booked for later in the period, not when the visit happens.

Question 6

Can members pause?

Accepted Answer

Yes. Pause a membership while a client is away and resume it when they are back. Billing is suspended, benefits are unavailable, and usage counters are frozen. Before you commit to the dates, Petboost shows you the appointments that fall inside the pause window so you can see which bookings lose their member pricing.

Question 7

Can I cap how many people join a plan?

Accepted Answer

Yes. Set a member limit on the plan details. Once it is full the plan carries a full badge and stops taking enrolments, both on your booking site and when your team tries to enrol someone. Leave the limit empty and the plan has no cap.

Question 8

Can I apply benefits to bookings made before the membership started?

Accepted Answer

Yes. Apply their benefits retroactively and the discount lands on bookings that predate the membership, instead of you cancelling and rebuilding those appointments by hand.

Question 9

How do terms and conditions work, and what if I change the plan?

Accepted Answer

Change the plan, then regenerate the terms. Regenerate reads the benefits, pricing and policies currently on the plan and rewrites the terms body from them, so the document a member agrees to always matches what you are selling.

Question 10

Can customers join from my public page?

Accepted Answer

Yes. Your plans appear on your public business page and owners can join without going through you first. From then on they view and manage the membership themselves in the pet owner app. Plans that are the same offer at different frequencies sit together as one card with the options inside it.

Question 11

Which emails do members get?

Accepted Answer

Each plan has its own Notifications tab covering Welcome & Signup, Payments & Billing, Renewal, Pause & Resume and the Weekly Digest. Pick a Preview Plan and a Preview Pet and you see the exact email a member of that plan receives. Turn individual messages on or off per plan.

Question 12

Does membership income show in my reports?

Accepted Answer

Yes. Membership billing counts in your revenue totals and appears in the sales report alongside appointments, packages and sales, so the Overview tab shows everything you actually bill.

Question 13

If I change the plan price, do existing members pay the new amount?

Accepted Answer

No. Each membership is an agreement. Existing members keep the amount they joined on. People who join after you save pay the new catalogue price. To move someone: cancel that membership, then add them again on the new price. There is no Change Plan button, and a plan change is never prorated.

Question 14

Can I refund a membership payment from Petboost?

Accepted Answer

Not from inside Petboost. Refund the charge in Stripe from the member's billing history (View in Stripe). Petboost picks it up and releases the uses that charge paid for. Pause, cancel, or edit the subscription in Petboost, not in Stripe.

Question 15

Can one owner hold two memberships at the same time?

Accepted Answer

No. One active membership per owner per business. A multi-dog household that needs more inclusions moves to a bigger tier, for example a two-dog plan with doubled inclusions.

Memberships & Subscriptions

Memberships & Subscriptions