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Memberships and class packs

Sell class packs and monthly or yearly memberships, let clients book with a credit, and handle renewals, pauses, cancellations and refunds.

Packs and memberships

A class pack is a number of credits, paid once and valid for as many days as you choose. A membership is paid every month or every year and renews until it is cancelled, with unlimited classes or a set number each membership month or year. Clients book with a credit instead of paying for the class. Memberships and class packs are part of some plans (the pricing page shows which). Clients buy passes and book with them while signed in, so your plan needs Client login too.

Creating a pass type

Admin → Memberships & packs → New pass type.

Kind: a pack or a membership. It cannot be changed once a client has the pass.
Credits: for a pack, how many classes it pays for. For a membership, how many classes per month or year, or blank for unlimited. One booking for one person uses one credit.
Pack valid for (days): counted from the day it is bought, and a class must start before the pack ends. 0 or blank means the credits never expire.
Membership renews every month or every year, on the date it was bought.
Covers: everything, one service or one category.
New clients only makes it an intro offer, for clients with no booking and no pass with you before. Once per client lets each client have it once. You can tick both.
Price: a new price applies to new buyers only. Clients keep what they bought, and existing memberships keep the price they agreed to.

Pass types are never deleted: stop selling one and clients who already have it keep it. Clients find them on your site's Memberships and class packs page at /passes, which your site's menu links to while something is on sale.

How clients buy

On /passes a client picks a pass and signs in with the email address they book with. We email them a sign-in link, and someone new just adds their name. Before paying they read the key information, which is written from the pass and your settings: what they are buying, what it costs and how often, how to cancel, the reminders, the credit rules with your own cancellation window, their 14 days to change their mind, and who is selling. They tick that they have read it and that they want the pass to start now, then press a button that states the price and, for a membership, that it is charged until they cancel. The exact text they saw is kept with the pass as a record of their consent. They pay by card on Stripe's secure Checkout page. The pass is ready as soon as the payment goes through, and a confirmation with the key information is emailed to them.

To sell online you need a way to take card payments (see Payments) and your business address under Settings → General. The key information must give the seller's address, not just an email, so until you add one the passes page says to ask at the studio.

At the desk, open the client's page. Sell a pack at the desk records a pack paid in cash, on your own card terminal or some other way: no card is charged online and no fee is taken. Memberships are only sold online, so use Email a link to buy online to send the client straight to one. A manager can also give a pass for free, for example to bring over a balance from another booking system. A membership given for free lasts one month or one year and does not renew; give more days extends it.

Booking with a pass

When a signed-in client has a pass that can pay for a class, the booking form offers Use my pass and shows the credits left. Visitors who are not signed in are offered the sign-in instead. The confirmation page, the booking emails and the manage page show which pass paid and how many credits are left. At the desk, choose Pass as the payment on a new booking and pick the client's pass. A pass pays for one person's place. Add-ons are still paid for.

The credit rules

If a client cancels in time, before your full-refund window under Settings → Booking rules, the credit goes back on their pass. If they cancel later, or don't come, the credit is used.
If you cancel a booking before the class starts and before the client is checked in, the credit goes back. Once the class has started or the client has checked in, the credit stays used. If you cancel a whole class, every credit goes back, and a pack due to expire within 7 days gets 7 more.
If a booking never goes through, the credit comes back by itself. That covers a hold that runs out and a waitlist offer that lapses. A booking refunded in full gets its credit back too, but only before the class starts and before the client is checked in.
A booking can move to another date if the pass can pay for that date. A signed-in client offered a place from the waitlist can take it with a credit.
A pack pays for classes that start before it expires. Credits left when it expires are lost, and the client is emailed 7 days before a pack with credits left expires.
A membership with a set number of classes counts them per membership month or year, starting from its renewal date rather than the first of the calendar month: each class counts in the membership period it falls in, and unused classes do not carry over. A membership that renews can be used for classes up to one period ahead.
A pass is never combined with a discount code: when a pass pays, the code is dropped and does not count as a use.

The client's page shows every pass with its credits left and its payments. A manager can change credits (with a reason) and give more days to a pack or to a membership given for free.

Renewals and reminders

Stripe charges a membership again on the same date every month or year until it is cancelled. A pause moves that date later by the days paused, and the membership then renews on the new date. The client gets a reminder 7 days before a monthly renewal and 30 days before a yearly one, showing the date, the amount and how to cancel, plus an email after each renewal. If a renewal payment fails, Stripe retries the card, the client is emailed, and they can keep booking for 3 days after the renewal date. Purchase confirmations, renewal reminders, failed-payment emails and cancellation confirmations are always sent, even when your monthly email allowance is used up, and they don't count towards it.

Pausing a membership

On the client's page, a manager can pause a membership for up to 90 days. Pausing adds the paused days to the membership: the client can't book during the pause, and the next payment moves later by the same number of days. For a membership paid by card the pause must start on or before the next renewal. Bookings already made are not cancelled. Resume now ends a pause early. Packs are not paused: give them more days instead. Clients cannot pause a membership themselves.

Cancelling

Clients can cancel a membership online at any time: signed in, from My bookings, or without signing in, on your site's /passes/cancel page. The membership ends when the period they have paid for ends, so they are not charged again and can keep booking until then. On the client's page you can cancel at period end or cancel now. Cancelling now stops the subscription at Stripe today, and cancelling a pack voids its credits. If a membership is set to end, Keep it renewing undoes that. When the client cancelled it themselves, only use it if they ask you to. Cancelling never refunds anything by itself.

Refunds

You decide how much to give back. Each payment on the client's page has a refund form with a suggested pro-rata amount: for a pack, the unused credits at the price paid per credit; for a membership, the days left in the period. A card payment is refunded to the card through Stripe. Stripe does not return its card fee, and on managed payments the refund comes off your balance while the commission and the costs passed on are kept. A desk sale is only recorded: pay the client back the way they paid. A full refund of a pack's purchase voids its remaining credits, but bookings already made with it stay booked. Refunding a membership payment does not cancel the membership.

Withdrawals within 14 days

A client who bought a pass online can withdraw within 14 days, using Withdraw from contract here on /passes/cancel. A pack whose credits are all used can no longer be withdrawn from. The withdrawal counts from the moment it arrives. A membership stops renewing straight away, the client is emailed a confirmation with the date and time it was received, and you are emailed as well. The client's page then shows the withdrawal with a deadline. Before that date, press Complete withdrawal: it refunds the amounts you choose (the suggestion is the value not used when the client withdrew, because classes already used are paid for) and ends the pass. Under Memberships & packs you will find every request sent from that page, including any the page could not match to a single pass. Check each one, act on the client's page, then mark it handled.

Why the cancel page needs no sign-in

Consumer rules in more and more places, including the EU, Germany and California, require a way to cancel or withdraw online that is as easy as buying. A client who can't remember which email they used, or whose sign-in link doesn't arrive, must not be stuck. So the page works without signing in and asks only for a name, the email address used to buy and, optionally, which pass. It gives the same answer whatever is typed, so nobody can use it to find out who your clients are or what they have. Emails about a pass only ever go to the address you already hold for that client, and an address that matches nobody just gets a short acknowledgement that says nothing about your clients. The page, and client sign-in, keep working while your site is paused or closing.

If your plan or your site changes

A plan without memberships and class packs: you cannot sell passes or create new pass types, but passes clients already have are honoured. Packs can still be used, memberships keep renewing, and you and your clients can still cancel them. You can also still pause or refund them, but not give them more days: they keep the terms they were sold with. If the new plan has no Client login either, clients who hold a pass can still sign in, to book with it and to cancel a membership, for as long as they hold one. Other clients cannot sign in.
Your site paused, because your subscription ended or we suspended it: members' billing is paused too. Stripe takes no payments and does not retry a failed one, and memberships cannot be used to book. Members are emailed when their billing pauses, and again when it restarts once your site is back.
Closing your site: every membership is set to end when its paid period ends, so nobody is charged again. Every pass holder is emailed what has happened and told to contact you about a refund, and you get the list of passes that may be owed one. Deleting a site cancels memberships straight away.

Fees

On your own Stripe account, BookBookNow takes no fee on pass sales. Stripe charges its usual card fees on your account. Membership payments are subscriptions, so Stripe Billing also charges 0.7% of each one.

With managed payments (for studios charging in GBP, USD or EUR), every pass payment has the commission shown on your plan, just like a booking: a pack, a membership's first payment and each renewal. The commission includes Stripe's fee for standard UK cards. Stripe charges more for some cards (about +1.3% for premium and business UK cards, +1% for European cards and +1.65% for other international cards, plus 2% when Stripe converts the payment from another currency), and we add that difference at cost as a card surcharge. On membership payments, Stripe also charges us its Billing fee of 0.7%. We pass it on at cost, with no markup, and it shows as a Stripe Billing fee on that payment. A pack sold at the desk has no fee. Either way you are the seller of your passes, so refunds and your clients' consumer rights are yours to honour (see our terms).

Who can do what

Front desk can sell a pack at the desk, email a link to buy a pass, and book a client in with their pass. Managers and the owner can also create and edit pass types, give passes for free, change credits, give more days, pause and resume, cancel, refund and complete withdrawals. See Team and roles. On plans with Reports, they show pass sales, monthly recurring revenue and unused pack credits, with CSV downloads.

Still stuck? Reply to any email from us. Related: Getting started · Hours and availability · Classes and events · Payments with Stripe · Emails and reminders · Tickets and check-in · Waitlists · Discount codes and early-bird prices · Share your timetable · Import your clients · Messages to clients · Team and roles · Reports · Client login · Design your site · Your own domain · Clients and their data · AI assistants