Client Student - Frequently Asked Questions | Bookamat

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Use the form below to find answers to the most common questions about Bookamat. For anything else you can contact us by visiting contact-us.

I am a and I need help with

Client / Student + About

Q:

How does it work for students?

A:

"I love Bookamat because it saves me time and means I don't have to bother my teacher! 10/10"


Bookamat is your gateway to browsing, booking , paying and managing your classes and activities online. 


Things you can do with Bookamat:

✅ Join your favourite fitness studio, gym, swim or wellness centre

✅ Browse available classes, workshops and retreat and more (online or in-studio)

✅ Browse and buy credits or memberships for booking activities

✅ Book, reschedule, cancel and even move bookings back to credit

✅ Control notifications about upcoming activities, expiring credits and more

✅ Pay for credits or memberships

✅ Add your upcoming bookings to Google Calendar

✅ View your attendance and billing history

✅ Download your upcoming class schedule

✅ Upload your profile image, emergency contact emails and more for your studio's reference

✅ Book on behalf of friends or family (coming soon)


How do I get started?

To get started, create a free account in one of the following ways:

1. Browsing and making a new booking

2. Searching for the name of the business you want to join

3. Request an invitation by contacting the business

Client / Student + Activated Bookings

Q:

What does it mean if my bookings are activated?

A:

The "activated" label next to your bookings on the Basket page means that the business hosting your classes has allowed you to access and reschedule your credits prior to receiving your payment.


You can check any amounts owing on the basket page of your Bookamat account.  

Client / Student + Basket

Q:

How does the basket work?

A:

If you are familiar with online shopping sites or ticketing websites, you'll find that our basket works in a similar way. You can add any number of new bookings to your basket and review them before proceeding to the payment page. 


Once your bookings have been successfully paid, they will be moved to the My Bookings or Credit page of your account.


Please note that not all businesses using Bookamat allow online card payments. If card payments are not available as a payment option, please follow the instructions for alternative payment options and wait for your bookings to be confirmed. 

Client / Student + Bookings

Q:

How do I make a booking?

A:

1. Sign into your Bookamat account

2. Select the 'New Booking' button (on desktop, tablet or mobile)

3. Browse the class schedule for an activity to join and choose 'Confirm'

4. If you have a credit to schedule Bookamat will allow you to select 'Use Credit'

5. If you don't have a credit, you will need to buy a new pass by choosing a payment plan and selecting 'Add to Basket' 

6. Review the payment options on the Basket page

7. Your booking/s will confirmed (and credits available) after your payment has been confirmed 


For queries about bookings or payments please contact the business which is hosting the activities. 

Q:

What are casual bookings?

A:

Casual bookings are for when you want to attend one activity or session only, or attend on a pay-as-you-go basis. People usually book these when they want to try a new activity before committing to a longer term arrangement. 

Q:

What are weekly reservation bookings?

A:

Weekly reservation bookings are for when you want to commit to attending the same activity (day and time) every week indefinitely. Payment is due on a calendar month basis and amounts may vary depending on whether the business charges a flat monthly rate or a per booking rate.

Q:

What are credit pack bookings?

A:

Credit packs (1 Pack, 4 Pack, 10 Pack etc) are for when you want the flexibility of being able to schedule bookings as and when you can attend them.

Q:

What are unlimited bookings?

A:

Unlimited bookings, popular with yoga and dance studios, allow you to book any number of activities (subject to availability) from when the deal was booked up until a set expiry date. 


When you book and pay for an unlimited pack, you will receive a credit booking called 'Unlimited Pack' on your client account credit page. This credit can be rescheduled repeatedly for the duration of the deal. 

Q:

How to recurring bookings work?

A:

If you are on a recurring payment plan (indicated by a circular arrow), Bookamat will re-book the same plan for you whenever it expires or runs out of credits. You will be notified when the new pass has been added. 

Q:

How much does it cost to make bookings through Bookamat?

A:

Bookings processed by Bookamat should cost the same as booking directly through the business offering the activities. However each business on Bookamat is able to set their own rates at their own discretion. You will be shown the rates during the booking process. 

Q:

What if I don't turn up for my activity or session?

A:

If you fail to arrive for your scheduled activity you will lose your booking for that activity. Remember you can prevent losing your booking by using Bookamat to reschedule your booking outside of the businesses late cancellation rule. If you believe you have grounds to request a late cancellation, please contact the business with which the bookings were made.

Q:

How do I make bookings on behalf of my child or dependent?

A:

Please make the booking using your own account and then advise the business who it is that will be attending the activity on your behalf. Alternatively, create an account in your child/dependent's name and use this to manage their activities.

Q:

What if I miss my activities due to extended leave, illness or injury?

A:

If you know you are going to miss your activities for an extended duration, please contact the business where the sessions were booked and notify them to make an arrangement.

Q:

What if I want to stop attending my activity?

A:

If you wish to stop attending your activity, you can remove them from Bookamat via the basket page or contact the business where the bookings were made to have them removed for you.


Before stopping, please contact the business where you were attending the activity directly to notify them. Many businesses require a month’s notice so please ensure that you are familiar with their terms and conditions.

Q:

I deleted a booking by accident, can I get it back?

A:

If you believe you have made an honest mistake, please contact the business/studio where the booking was made to enquire about options.

Q:

What are flexi-use bookings?

A:

When you see "flexi-use" bookings, it means they can be re-scheduled into activities (as displayed) other than the activity being booked. For example, if you make a booking for Pilates which has a flexi-use of Yoga, it means you can also schedule the Pilates booking/s into a Yoga class if you want to. 

Q:

Having trouble booking an activity?

A:

Bookamat only lists the activities each business makes available. If you are having trouble finding an available activity to join, please contact the business directly for assistance.


For technical assistance please contact us.

Client / Student + Cancellations

Q:

What happens if my activity is cancelled?

A:

In the unlikely event that your activity or session is cancelled you will receive a cancellation notification by email and the business offering the activity may contact you to make alternative arrangements.


If you had already paid for that class, you will receive a credit which can be rescheduled. 

Client / Student + Discount Codes

Q:

How do I use my discount code?

A:

Go to your basket page and select "Credit / Debit Card (Online)". You will then be able to enter your discount code in.

Client / Student + Forgot Password

Q:

Help! I've forgotten my password.

A:

To reset your password, sign in as a client then select the 'Forgot Password' button and follow the prompts. 

Client / Student + Friends & Family

Q:

Can I book for my friends and family?

A:

Yes! You can buy passes for, and book on behalf of, your friends and family members. 

Step 1. Sign in to your client account and go to the My Account > Relationships page.

Step 2. Select 'Add New Relationship' and fill in the form then save.  Note that you will be the designated payee for any relationships you create. 

Booking for friends and family


Step 3. Now when you buy a new pack or pass, you will be able to choose who the attendee is (who the pass will be for).  


Booking for friends and family


Step 4. The pack will be added to your basket and after payment has been confirmed, you will be able to schedule the credits on behalf of the attendee.


Booking for friends and family

Q:

Can I use my own credits to book for friends or family?

A:

We currently require that you to buy a new pack or pass for the friend or family member you want to book for. 

Q:

Can I choose who pays?

A:

When you add a relationship you become the designated payee for the relationship.


If you no longer wish to be the payee for the relationship then you can remove them from your account by going to My Account > Relationships > Options > Remove.

Client / Student + Mobile Apps

Q:

Is there a mobile app that I can download?

A:

We love simplicity and always strive to do more with less. Using this approach we have been able to ensure our clients and their customers get the very best Bookamat experience on any internet enabled mobile, tablet or desktop device using browser enabled web apps. 


To install Bookamat as a web app on your phone, simply visit bookamat.co using Chrome or Safari and, when prompted, select 'Install App' or 'Add to Home Screen'.


Mobile app


If you selected 'Ignore' or declined the invitation to install the app we won't ask you again for 14 days. If you should want to install the app before we ask again, you will need to clear/reset your browser cache and then visit https://bookamat.co again. 

Bookamat also has a desktop web app which you can read more about how to install on our blog

Client / Student + Notifications

Q:

Can I receive reminders about upcoming activities?

A:

Yes. To receive notifications for upcoming activities and expiring credit bookings, sign into your account and go to My Account > Notifications.

Client / Student + Online Classes

Q:

How do bookings for online classes work?

A:

Many businesses are now offering classes on Bookamat via online streaming. Bookings for online classes work in much the same way as bookings for in-person classes:


1. Browse for the session you want to join
2. Choose a pricing option to add to your basket
3. Make payment 


After payment has been confirmed, you will be sent an email containing the online class link. Note that you may be required to install 3rd party streaming software to be able to join the online class depending on the streaming service the business or studio is using. 


Your online class link will also be displayed on your Bookamat My Bookings page as per the example below. If you do not see the link it usually means the business or studio has not yet uploaded the link for that class or session yet. 

We will also send you the link to your online classes 1 hour before the scheduled start time of the session.  


How to add online streaming classes to Bookamat

Client / Student + Online Payments

Q:

How do online card payments work?

A:

Bookamat has partnered with Stripe Payments, Square Payments and Peach Payments to enable you to pay for bookings safely and securely online. No credit card details are stored on Bookamat servers. You will be shown the valid payment options for the business you have booked classes with during the booking process. 


Benefits of Online Payments:


1. You only need to add your debit or credit card details once
2. Bookings are confirmed immediately and moved to the booked page where they can be rescheduled 
3. There is no additional cost to you 
4. It's safe, quick and secure
5. Discount coupons are supported

Q:

Why won’t Bookamat accept my card payment?

A:

If you are having problems processing a payment using your credit or debit card, please firstly check that:

- There are sufficient funds on your card.
- You are entering the CVV number correctly.
- You haven't exceeded your daily card spend limit.
- Your card has been enabled for online recurring purchases by your bank.
- Your card is either a VISA or Mastercard debit or credit card.


If you are still unable to process payment, please try to remove your card and re-add it. 

Lastly there may be times when the online card payment facility is unavailable due to circumstances out of our control. We apologise in advance for any inconvenience this causes and ask that you come back later and try again. If the problem persists please contact us. If the booking is urgent, please contact your studio directly.

Client / Student + Payments

Q:

What payment methods does Bookamat accept?

A:

Bookamat provides a platform for businesses to choose the payment methods they want to accept. You will be shown the accepted payment methods for the business you have booked with during the booking and payment process. 

Q:

How do I remove my credit / debit card?

A:

1. Sign in to Bookamat
2. Go to My Account > Card Management
3. Select 'Remove' for the card you want to remove
4. Confirm that you want to remove the card

Q:

Can I pay using cash or EFT?

A:

If the business you are booking with supports EFT and cash payments you will be shown these options during the booking process. Cash or EFT payments must be paid directly to the business where the bookings were made.

Q:

What happens to overdue payments?

A:

Bookings for which payment is overdue will remain on the basket page until payment has been received by the business offering them. Note that businesses may also cancel or remove any bookings with overdue payments at their own discretion.

Client / Student + Refunds

Q:

Who do I contact about refunds?

A:

If you believe you are entitled to a refund please contact the business through which the classes in question were booked. 

Client / Student + Registration

Q:

Is it free for clients to register?

A:

Yes.

Q:

How do I register as a client / student?

A:

If the studio or business you want to join is publicly listed, you can go to the top of this page and select 'Find My Studio' then follow the prompts.

If the studio or business you want to join has chosen to not be publicly listed, please contact them directly ask them to send you an email invitation.


Q:

Can I register with more than one business?

A:

Yes. Bookamat lets you join any number of businesses and manage all your bookings from the one account.

Client / Student + Rescheduling

Q:

How do I change my recurring reservation for another day / time?

A:

Firstly cancel the recurring booking for the activity you want to finish by signing into your client account and going to My Bookings  > Basket and removing the reservation. Secondly select 'Book New Activity' and book a new recurring spot in the activity you want to join.


Note that if you have already paid for the month and want to swap your paid bookings, you will need to reschedule each booking from the My Bookings > Booked page into the desired activity before following the above instructions. 

Q:

Why can't I reschedule my booking?

A:

If you can't find an activity to reschedule your booking into it could be because:


1. Your booking is about to expire and can't be rescheduled beyond it's expiry date.
2. There are no free spaces for the activities you are looking for.
3. You are already a participant in the activities you are searching for (you can't double book a class).
4. The booking can't be rescheduled within [x] hours of the start of the said activity (each business sets their own late cancellation policy).


If you still believe you should be able to reschedule your booking, please contact the studio/business where the booking was made. 

Client / Student + Waiting Lists

Q:

How do waiting lists work?

A:

Paid bookings can be rescheduled into any activity waiting list when available. If you have joined a waiting list, Bookamat will notify you via email before the scheduled start time of the activity should a vacancy become available. The email will give you two options, either to 'Check Vacancy' or 'Reject' the offer. 


Select "Check Vacancy" if you wish to accept this activity. You will be taken immediately to the Bookamat website where we will confirm if the space is still available and if so, your booking will be confirmed.


Click 'Reject' or ignore the email if you wish for your booking to be credited back to you.  


If you do not get offered a vacancy for the activity, your booking will be automatically credited back to you at the end of the day.  

Alternatively you can also manually accept a waiting list vacancy by using your client account and selecting the wait listed activity and choosing ‘Accept Wait List’ once a vacancy is available. 

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