How billing works

One invoice, per venue, per month, always on the 8th. Understanding it comes down to knowing what is counted and when.

The cycle

Each calendar month, your active loyal customers are counted. At the start of the next month that count is frozen and sets your band. Your bill follows on the 8th, at that band, and covers the month ahead.

Every venue bills on the 8th

The 8th is the same for every venue, so the gap between a month being counted and the bill it sets is always about a week. A new venue is free for its first 30 days and then free until the next 8th, when its first bill arrives.

Never mid-month

This is the part most often assumed to work the other way. A spike does not reprice you partway through the month you are in, and a quiet spell does not drop you until the month has been counted.

You hear from us before every bill

Early each month, once the month has been counted, we email every venue a statement. It says how many active loyal customers we counted, which band that puts you in, and what your bill on the 8th will be. Free venues get one too, so you always know where you stand.

If your count climbs into a higher band partway through a month, we email you then as well, weeks before any bill. A bigger invoice should never be the first you hear of it.

Your count so far

You do not have to wait for the statement. Your billing page shows how many active loyal customers you have had this month so far. It also shows which band that would put you in if the month ended today. It moves as the month goes on, so treat it as where you are heading rather than a figure to reconcile against.

Below it is last month’s finished count. That one is settled, and it is the count behind the plan you are on now.

What is not on the invoice

Transaction fees. They are netted from your settlement rather than billed, so they never appear here.

When a payment fails

A card can fail for reasons that have nothing to do with you, so a single decline does not cost you anything. We email you when it happens, and then keep retrying the same card for about two weeks. Through all of it your venue carries on exactly as before: customers still collect, staff still scan, offers stay up.

If the two weeks pass and the payment still has not gone through, the venue is suspended, and this is when customers notice. The venue comes off search and the map, and its page stops opening. Staff can no longer add stamps or points.

Nothing is deleted. Your data is kept. Your customers keep their own accounts and wallets either way. Anyone who already collects with you keeps their card, and can still redeem a reward or voucher they hold. Only collecting stops.

Coming back after that

Pay the outstanding invoice and the venue comes back by itself, usually within a minute or two. You do not need to ask us and you do not need to sign up again.

That holds for a good long while, not forever. Leave it long enough and the venue passes out of the window we keep a closed account for, and then coming back means signing up again. If you are unsure whether yours is still inside it, ask us before you pay rather than after.