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Billing & FAQ

Find answers to common questions about licensing, billing, and payments.

Billing Information

Billing Cycle

  • All licences are billed monthly
  • Charges occur on the same day each month as your subscription started
  • Trial period applies to new purchases only
  • No grace period after trial ends

Payment Processing

When are payments taken?

  • On the same day each month as your subscription started
  • Immediately for new purchases (trial applies)
  • Example: Purchase on March 10th = billing on 10th of each month

Payment Methods Accepted:

  • Visa, Mastercard, American Express
  • Debit cards
  • Apple Pay and Google Pay (where available)

Invoices and Receipts

Access your invoices through:

  1. Go to Payments page
  2. Click "Manage Billing"
  3. View and download invoices in the billing portal

All invoices are emailed to your registered email address.

Frequently Asked Questions

General Questions

Can I upgrade or downgrade?

Yes. You can purchase additional licences anytime through the Payments page. To reduce licences, cancel subscriptions through the billing portal.

What happens if I cancel?

Your venue remains active until the end of your billing period. After that, the venue will be deactivated. No refunds for partial months.

Can I transfer a licence?

No. Licences are account-specific and cannot be transferred between accounts or users.

Do I get a discount for multiple venues?

Currently, pricing is £24 per venue regardless of quantity. Enterprise packages for larger operations are coming soon.

Trial & Billing

How long is the trial?

  • First 100 venues: 3 months free
  • After 100 venues: 1 month free

When will I be charged?

Your first charge occurs on the same day of the month as when you purchased your licence, after your trial period. For example:

  • Purchase March 10th with 3-month trial → First charge June 10th
  • Purchase April 15th with 1-month trial → First charge May 15th

Will I receive a reminder before being charged?

Yes, you'll receive email notifications before your trial ends and before each billing cycle.

Can I cancel during the trial?

Yes, you can cancel anytime during the trial period without being charged.

Technical Issues

My payment failed - what should I do?

  1. Check your payment method has sufficient funds
  2. Verify card details are correct and not expired
  3. Update payment method in the billing portal
  4. Contact your bank if issues persist
  5. Reach out to our support team if you need help

I purchased licences but they're not showing

  1. Refresh the Payments page
  2. Check your email for purchase confirmation
  3. Wait 5-10 minutes for processing
  4. Clear your browser cache
  5. Contact support if still not visible

I need more licences than I have venues

You have more licences than active venues - perfect! This gives you:

  • Room for expansion
  • Flexibility to test new venues
  • No issues if you want to create additional venues

I have more venues than licences

You'll see a warning on the Payments page. Purchase additional licences immediately to keep all venues active.

Refunds & Cancellations

Can I get a refund?

Refund requests are reviewed case-by-case:

  • Full refund available during trial period
  • Contact support for refund requests
  • Provide reason and account details
  • Refunds typically processed within 5-7 business days

What if I'm not satisfied?

We want you to be happy! Use your trial period to fully evaluate the platform. If you're not satisfied during the trial, cancel for a full refund.

How do I cancel my subscription?

  1. Go to Payments page
  2. Click "Manage Billing"
  3. Select the subscription to cancel
  4. Follow the cancellation process
  5. Confirm cancellation

Account & Access

Who can purchase licences?

Only venue owners can purchase licences and manage billing. Staff members can view licence information but cannot make purchases.

Can staff members see billing information?

Staff can see how many licences are active and assigned, but cannot access payment methods, invoices, or make purchases.

What if the owner leaves?

Contact support to transfer ownership or manage the situation. We'll work with you to ensure continuity.

Troubleshooting Common Issues

Payment Declined

Possible reasons:

  • Insufficient funds
  • Card expired
  • Incorrect card details
  • Bank security block
  • Card not authorized for international payments

Solutions:

  1. Verify card details are correct
  2. Check with your bank
  3. Try a different card
  4. Contact support for assistance

Billing Portal Won't Load

Solutions:

  • Clear browser cache and cookies
  • Try a different browser
  • Disable browser extensions
  • Check internet connection
  • Contact support if issue persists

Duplicate Charges

If you believe you've been charged twice:

  1. Check your bank statement carefully
  2. Review invoices in the billing portal
  3. Contact support with transaction details
  4. We'll investigate and resolve promptly

Licence Not Activating

If your licence won't activate:

  1. Ensure payment was successful
  2. Check for confirmation email
  3. Verify you're logged into the correct account
  4. Refresh the page
  5. Contact support if unresolved

Enterprise & Volume

Coming Soon: Enterprise Plans

For venues with 10+ locations, enterprise plans are in development featuring:

  • Volume discounts
  • Dedicated account management
  • Priority support
  • Custom integrations
  • Flexible billing options

Interested? Contact us at [email protected] to discuss your needs.

Contact Support

Need help with billing or licences?

Email Support: [email protected]

WhatsApp Support: https://wa.me/message/GPBDMIVKYIELE1

What to include in your message:

  • Your account email
  • Description of the issue
  • Any error messages
  • Screenshots (if applicable)

Our support team typically responds within 24 hours on business days.

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