Payments and Billing

Money drives more support questions than any other topic, so this guide goes into detail. The short version: parents pay, club owners collect through Stripe Connect, and Prodemy takes a platform fee. Refunds are the club owner's decision, not ours. Read on for the details.

What the support chatbot can and can't help with#

Prodemy's in-app chatbot can answer any question about how billing works on Prodemy: auto-pay, coupons, refund policies, late fees, auto-lock, receipts, Stripe Connect setup, how the platform fee is calculated, and everything else covered in this guide. Ask it anything.

There are a few things the chatbot can't do:

• Look up your specific account, charges or payment history.
• Reverse a charge, issue a refund, or override your club owner's refund decision.
• Investigate why a specific transaction failed or why your Stripe payout hasn't arrived.

These are account-level actions, so a person needs to look at your data. If that's what you need, raise a ticket through Contact us and include your payment ID. For anything else, keep reading or ask the chatbot.

How Prodemy payments work#

Prodemy is a marketplace. When a parent pays for a class or tournament, the money goes straight into the club's own Stripe Connect account; Prodemy never holds it. At the moment of the charge, Prodemy's platform commission is deducted automatically as a Stripe application fee and sent to Prodemy. The club receives the rest on its usual Stripe payout schedule.

Every coach belongs to a club, so coaching payments always go through that club's Stripe Connect account, with the platform commission deducted. That includes coaches who own their club themselves.

Platform subscriptions (if you're on a student plan) go 100% to Prodemy and are billed through Stripe Billing.

One rule applies everywhere: payments are financial forward-only, which means there are no retroactive changes. The commission rate, Stripe fee handling, class fee and every other price detail are recorded on the payment at the moment it's created. If a club raises its fee next month, existing enrollments keep the old price until their next billing cycle.

Who pays for what#

On Prodemy, the parent always pays for any activity involving their child. Students can't pay for themselves unless they're 18 or older and the club has turned on adult student self-pay for them.

How checkout works depends on who starts it:

• When a parent starts it (booking a coach, registering for a tournament, or enrolling their child in a class), checkout happens in the same flow and they pay by card on the spot.
• When a child starts it (a student enrolls themselves from their dashboard), the enrollment is created and linked to the parent's account as a pending payment. The child sees "Awaiting parent payment," and the parent gets a notification with a Pay now button.
• When an adult student (18+) pays for themselves, and the club allows it, they pay directly from their own Payments page. No parent is involved.

Every pending payment, whatever its type (class, tournament, workshop, camp, coaching session, club membership, lane booking or subscription), appears in one combined list on the parent's Payments page.

What the “Platform fee” line on your bill is#

Clubs present Prodemy's fee and the payment processor's fee in one of two ways, and both are normal:

• Bundled into the price. The club sets a price that already covers both fees. You see one number at checkout and no separate fee line.
• Shown separately. The advertised price stays as it is, and the fees appear as their own line called Platform fee.

If you see a Platform fee line, it covers two different things:

1. Prodemy's commission — our charge for running the platform, a percentage set in your club's agreement with us.
2. The payment processor's fee — what Stripe charges to move the money. Card is 2.9% + $0.30; bank transfer (ACH) is 0.8%, capped at $5.

Clubs are on one of three plans with us (per-transaction, hybrid or flat monthly), so the commission part varies from club to club. On a flat monthly plan there's no commission on your payment at all, and the line is called Processing fee instead, because it's purely the processor's charge.

Here's what it looks like on a $100 class at a club on the standard 3.5% commission:

You pay by	Fee line	Your total
Card	+$6.90	$106.90
Bank transfer (ACH)	+$4.33	$104.33
Offline (cash or cheque)	+$9.19	$109.19

The line is worked out so your club receives the full $100 it charged. Everything above that covers the commission and the processor.

Can I pay less?#

Yes, by paying with bank transfer instead of card, if your club allows it. Bank transfer (ACH) costs 0.8% capped at $5, compared with 2.9% + $0.30 for a card. On a $100 class, that's $104.33 instead of $106.90. On larger amounts the $5 cap makes the saving much bigger: on a $500 registration, a card adds about $33 and a bank transfer adds about $22.50. You choose your method at checkout. You link a bank by signing in to it through Stripe; if your bank can't be linked that way, verification takes 1–2 business days, so set it up before a due date rather than on the day itself.

Paying offline doesn't avoid the fee. Cash or cheque still carries your club's commission, and most clubs add an offline processing fee on top, so paying offline usually costs more than paying by card, not less. The checkout screen shows the online and offline totals side by side before you choose, so you can compare them yourself.

You can't opt out of the fee itself. Whether fees are passed on to families is your club's decision. If you think the fee is being applied wrongly, raise a ticket through Contact us with your payment ID and we'll check the calculation. We can't waive a club's own setting, though.

Payment methods#

Prodemy supports two kinds of payment method:

• Cards and wallets — Visa, Mastercard, Amex and Discover, plus Apple Pay, Google Pay and Link (Stripe's saved-details wallet) where supported. A payment made with Link shows as Card on your Payments page.
• Bank account (ACH) — a direct debit from your bank. You link your bank by signing in to it through Stripe. If your bank can't be linked that way, Stripe sends two small test deposits for you to confirm instead, which takes 1–2 business days.

Stripe's fees are separate and depend on the method. Card fees are typically 2.9% + $0.30 per transaction, and ACH fees are typically 0.8% (capped at $5). Prodemy's admins configure the exact rates, so they may vary slightly.

Cards are charged instantly. ACH works in the background: the charge starts right away but can take 3–5 business days to clear, and during that time the payment shows as "Processing."

Saving a payment method#

There are two ways to save a card or bank account, and they do different things:

• At checkout. When you pay by card, the payment form has a box that says "Save payment details for future purchases." When you pay by bank, the box says "Save this bank account for next time" and is already ticked. Saving avoids logging in to your bank again and saves $1.50 in verification fee. Either way, a saved card or bank account is offered again the next time you pay: one click, no re-typing and, for a bank, no logging in to your bank again. Untick the box and it isn't offered again. A method saved this way appears only in the checkout form, where you can also remove it. It isn't listed on your Payments page, and auto-pay doesn't use it. (The exception is the Turn on auto-pay for this class's future bills box on a class's monthly fee: tick that one and the card or bank account you pay with is saved for auto-pay. See Turning auto-pay on at checkout below.)
• On your Payments page. A card or bank account you add there is listed under your payment methods and can be set as your default, and your default is what auto-pay charges. A card added there is also offered at every checkout. To use a bank account for auto-pay, add it here, or tick Turn on auto-pay when you pay a class's monthly fee by bank. A bank saved with the "Save this bank account" box alone isn't used by auto-pay.

If a card or bank account you saved earlier isn't offered, leave the box ticked (or tick it, for a card) the next time you pay.

Paying several bills at once#

When two or more of your bills at the same club are due today or overdue, the Upcoming tab of your Payments page shows a green box with a Pay Multiple Bills button. Click it, choose card or bank, enter your card or log in to your bank once, and press Pay.

• Which bills are included. Bills that are due today or overdue start ticked. You can tick a bill that isn't due yet, or untick any bill. Bills at different clubs are paid separately, and bills from Prodemy itself form their own group.
• Some bills can't be included, and the page says why next to each one: a bank payment that is already clearing, a booking that is on a timer, or a bill that already has a coupon. Pay those on their own.
• Each bill is still its own payment. They are paid one after another, oldest due first, with the same card or bank. You'll see one line per bill on your statement and get one receipt per bill. A refund on one bill doesn't touch the others.
• If one doesn't go through, Prodemy stops there. Nothing after it is charged, and the page shows which bills were paid and which weren't. Use Pay this one to pay the rest.
• Keep the page open until it shows the result. If it closes early, nothing is charged twice. Bills that were already paid show as paid, and the rest can be paid as normal.
• Coupons can't be used when paying several bills. Pay that bill on its own to use a coupon.
• Credit. If you have credit at that club, it's used first, oldest bill first, and anything left is paid by card. To pay by bank instead, pay the bills one at a time.
• A bank you type in by hand (instead of logging in) needs two small test deposits to be confirmed first. The first bill waits for that check and nothing else is charged. Once you've confirmed the deposits, come back and pay the rest.

Parents and adult students can pay several bills at once. Children see no bills, so they don't see this option.

Who picks card vs bank#

You choose between card and bank at checkout, on the Stripe Checkout page. Both options are available unless the club has turned one off. Some clubs pass different Stripe fees on to the parent depending on the method used, and the checkout page shows the exact amount before you confirm. New clubs pass the card processing fee on to the payer by default, and your checkout total always reflects the final amount.

Reading your Payments page#

Each row on your Payments page shows how it was paid (Card, Bank for ACH, or the name of an offline method), so a bank payment is never mislabeled as a card payment. A payment made with Stripe Link shows as Card. A filter toolbar lets you narrow the list with date-range chips, per-column filters, sortable columns and search.

The date column changes meaning to suit the tab you're on: it shows Due date on Upcoming, Paid date on History, and Next charge on Auto-pay. Click any row to open a full detail view with the complete date timeline, who the payment belongs to, and any coupons, credits and refund history.

Working out what a charge was for#

Go to Payments and open the History tab. Each row shows the date it was paid, the amount, which child it was for, and a description naming the class or event and the period it covered. A monthly class charge, for example, reads as the class name plus the month it paid for.

Two things commonly surprise people:

• A charge is dated when it was paid, not when the class ran. A payment for next month's classes is often taken at the end of this month.
• The amount can be larger than the class fee if a platform fee, late fee or one-off registration fee was added. Open the row to see the breakdown.

If the breakdown still doesn't explain the charge, we'll need to look up your specific account. Raise a ticket through Contact us and include the payment ID from that row.

Auto-pay#

Auto-pay lets Prodemy charge your default saved payment method (a card or a bank account) automatically on the due date of any recurring payment, such as class fees, club memberships and platform subscriptions.

Turning auto-pay on#

You can turn on auto-pay in three places:

• At checkout, when you pay a class's monthly fee: tick Turn on auto-pay for this class's future bills before you enter your card or log in to your bank. See below.
• On your Payments page: open the Auto-pay tab and switch it on for each payment item.
• On a specific pending payment: click Enable auto-pay before you pay.

Turning auto-pay on at checkout#

When you pay a class's monthly fee, the checkout page shows a box above the payment form: Turn on auto-pay for this class's future bills. It starts unticked. Tick it, then pay by card or bank as normal.

• No saved payment method yet? The card or bank account you pay with is saved to your Payments page as your default, and the class's future bills are charged to it on their due dates.
• Already have a default? The box names it, and the class's future bills are charged to it. The card or bank account you pay with today isn't saved for auto-pay. To change which one auto-pay uses, open Manage payment methods on your Payments page.
• It only switches on if the payment goes through. If the card is declined or you leave the page, nothing changes. A bank payment counts as soon as the debit starts, even though it takes 3–5 business days to clear. If you typed in your account and routing numbers instead of logging in to your bank, auto-pay switches on once you've confirmed Stripe's test deposit.
• Which bills. The bill you're paying and the class's later bills for the same student. An older bill that's still unpaid isn't switched on: pay it from your Payments page.
• Stripe Link isn't offered while the box is ticked, because a payment method used through Link can't be saved for auto-pay.
• The confirmation page tells you. It says "Auto-pay is on for this class's future bills" and names the card or bank account. If auto-pay couldn't be switched on, the page says so. Your payment still went through, and you can turn auto-pay on from your Payments page.

You won't see the box if auto-pay is already on for the class, if your credit covers the whole bill, or when you pay several bills at once, a payment request, an event, a coaching package or a booking. Children don't pay, so they don't see it.

Auto-pay from a bank account#

You can have auto-pay take payments straight from your bank account instead of a card. On your Payments page, click Add a payment method and choose Bank account:

• Log in to your bank through Stripe and the account is ready straight away.
• Can't log in? Enter the account and routing numbers instead. Stripe sends two small test deposits to the account, which take 1–2 business days to arrive. Confirm them on Stripe's page, then come back and turn auto-pay on from your Payments page.

Auto-pay takes each bill's amount from the account on its due date. A bank account becomes your default only if you have no other saved method; otherwise open Manage payment methods and click Make default.

What's different from a card:

• It takes a few days. The debit starts on the due date and takes 3–5 business days to clear. Meanwhile the payment shows as Processing, and you won't get late fees or overdue reminders for it.
• Not enough money in the account? If your bank sends the payment back, we try once more on the next auto-pay run. If that's sent back too, auto-pay turns off for that bill and you can pay it from your Payments page.
• Account closed, frozen or not authorized? If your bank tells us the account can't be debited, we remove it from your saved payment methods and turn off auto-pay on your bills, so it's never debited again. You'll get one notice; add another payment method to keep using auto-pay.
• Disputing a bank payment with your bank also removes the saved bank account, for the same reason.

Before each auto-charge#

You'll get a reminder 3 days before each charge. Both the email and the in-app notification show the amount, the charge date, which payment method will be used (a card by its last 4 digits, or "your saved bank account"), and a Disable auto-pay link.

Turning auto-pay off#

Go to Payments, open the Auto-pay tab, and switch it off. Your next payment becomes a manual one that you pay by the due date. There's no penalty, and you don't need to re-enroll.

If your club requires auto-pay, you can't turn it off for that club's class bills. See Clubs that accept bank payments only, or require auto-pay.

Clubs that accept bank payments only, or require auto-pay#

A club can choose either or both of these rules. Your other clubs are not affected.

Bank only. You can pay this club only from a bank account. Cards, Apple Pay, Google Pay and "I paid offline" are not available, on any bill from this club. If you have credit that covers a bill, it still pays the bill. Paying several bills at once with credit isn't available at a bank-only club, so pay those bills one at a time.

Auto-pay required. When you pay your first class bill, auto-pay turns on for that class. The box is already ticked and you can't untick it. On your Payments page those bills say Required by and the club's name, and you can't turn auto-pay off there. One-off payment requests are never auto-charged.

Which method is charged. At a bank-only club, auto-pay always uses a saved bank account, even if your default payment method is a card. Your card stays your default for your other clubs. The bank you link when you pay your first bill is saved for this.

If you have no bank saved, or you remove it. Prodemy does not charge the bill and does not move auto-pay to your card. Auto-pay stops for that club only, and you and the club are told. Link a bank the next time you pay a bill there. You will be warned before you remove a bank that a club's auto-pay depends on.

If you can't use a bank account. Contact your club. The club can exempt your family from these rules, and you will then see the usual payment choices at that club.

What if the auto-charge fails#

If the charge fails, you're notified and auto-pay usually tries again: a declined card is tried again on the next auto-pay runs (three attempts in all), and a bank payment sent back for not enough money is tried once more. While auto-pay is still trying, no late fee is added and you won't get overdue reminders. If it gives up (or the card needs you to confirm the payment with your bank, which can't be done automatically), auto-pay turns off for that bill and you're notified. From then on your club's normal reminder schedule, late fees and auto-lock settings apply. You can update your payment method and pay from the Payments page at any time.

Coupons#

Club owners can create discount codes. Coupons are optional, and most classes don't have one.

Entering a coupon at checkout#

At checkout, expand the Have a coupon code? field, type the code (capital letters don't matter) and apply it. If the code is valid, the discount shows on the summary line straight away. If not, you'll see an error in plain language. The most common ones are:

• "Coupon expired" — the valid-until date has passed.
• "Coupon not valid for this item" — the coupon is limited to a specific class or event type that doesn't match what you're buying.
• "Coupon usage limit reached" — too many people have already used it, or you've reached your personal maximum number of uses.
• "Coupon requires higher amount" — there's a minimum purchase.
• "Coupon not for your account" — the coupon is locked to a different parent's account.

Types of coupons#

• Percentage off — for example, 20% off.
• Fixed amount off — for example, $10 off.
• Free trial period — for example, the first month free.
• Sibling discount — stackable with other enrollments at the same club.

Platform commission when using coupons#

This one matters for club owners: platform commission is calculated on the pre-coupon amount. If a $100 class has a 10% coupon and the parent pays $90, Prodemy's commission is still calculated on the original $100, so the club absorbs the discount. This is standard practice for marketplaces.

A coupon can be set to apply to the class fee, the registration fee (see the next section), or both, so check what a particular code covers.

One-time class registration fee#

Some clubs charge a once-a-year registration fee on top of class fees. If yours does, you'll see it added to your first class enrollment of the season at that club. A few things to know:

• It's charged once per season. You pay it once per student, per club, per season. Enrolling in another class later in the same season doesn't charge it again.
• It's non-refundable. By policy, the registration fee isn't refunded even if you cancel later; any refund is calculated without it.
• Coupons can be set up to discount it (or not). The checkout breakdown shows exactly what you're paying.
• The club sets the amount and the date its season starts. Students who are already enrolled when a club first turns the fee on are grandfathered.

Whether you see a registration fee at all is up to your club, and many clubs don't charge one.

Offline payments#

Not every family pays online. Prodemy lets you record payments you've made offline by Zelle, cash, check or direct bank transfer.

How it works#

1. You pay the club directly, for example by sending a Zelle, handing over cash or dropping off a check.
2. You record the payment on your Payments page: click Record offline payment on the pending item, pick the method (Zelle, Cash, Check or Bank transfer), enter a reference number (such as the Zelle confirmation code or the check number), and submit.
3. The club owner sees the recorded payment in their Reconciliation dashboard and confirms they received it.
4. Once it's confirmed, the payment is marked as paid and any related access, such as a class enrollment, becomes active.

Until the club confirms, the payment shows "Awaiting club confirmation" on your side.

The offline processing fee#

Paying offline may add a small processing fee, so paying offline isn't a way to avoid the cost of handling payments. When a club has this fee turned on, the checkout screen shows the online total and the offline total side by side before you choose, so you can see the difference (paying online often saves you a little). The fee is split between Prodemy and the club: the club keeps its share, and Prodemy's share is billed to the club later. Prodemy's admins set the rate and the split, and club owners can see the rate that applies to them on their fee-agreement card.

If the club rejects an offline submission#

A club owner can reject a recorded offline payment if it doesn't check out: the payment wasn't received, the amount doesn't match, the reference is invalid, or it's a duplicate. You'll be notified, the payment goes back to unpaid, and you can pay again another way. A rejection isn't a refund, because no money moved. It's simply the club saying it didn't receive this payment.

Offline payments and platform commission#

Prodemy still charges the platform commission on offline payments. The commission is deducted first from the club's next online Stripe payout, and any remainder is invoiced monthly. This keeps the platform fee consistent no matter how the parent paid.

Refunds#

Refunds are the most common support question. The short answer: the club owner decides the refund. Prodemy isn't involved in the refund decision itself.

How it works#

• Prodemy doesn't set a minimum refund or a guaranteed refund window. Each club sets its own refund policy.
• Refund amounts, eligibility windows and partial-refund percentages are all the club's call. For tournaments, camps and workshops, the event's refund policy is shown when you register.

Requesting a refund#

There's no refund button on your Payments page. To ask for a refund on a class or another payment, contact your club directly; the club owner decides and issues it. Event registrations are different: cancelling the registration sends the refund to the club owner for a decision (see Cancelling an event registration below).

Refund method#

When the club approves a refund, they choose one of these methods:

• Stripe refund — the money goes back to your original card or bank account within 5–10 business days. A payment made with Stripe Link can be refunded the same way as a card payment.
• Platform credit — a credit on your Prodemy account that's applied automatically to your next payment at the same club. It doesn't transfer between clubs.
• Prodemy credit — occasionally Prodemy itself (not a club) gives you a credit. It shows on your Payments page as Credit at Prodemy and is used only on bills Prodemy sends you directly. It's never used on a club's bill, and a club's credit is never used on a Prodemy bill. Bills from Prodemy are paid by card or bank account; they can't be recorded as paid offline.

You'll see the refund status and method on the Payments page, and an email confirms when the refund has been processed.

If the club denies or ignores the refund#

Raise a ticket through Contact us. Include the payment ID (shown on the Payments page), the date you requested the refund, and any messages you've exchanged with the club. Prodemy doesn't mediate refund decisions, but we do mediate disputes when the process has broken down, for example if the club never responded, or the refund was processed but the money never reached you.

When a club ends a class or archives a package#

• When a class ends, it finishes at the end of the current billing period, so you get the rest of the period you've already paid for. Any unpaid bills for after the end date are cancelled, and you won't be charged for them. If you had already paid for a later period, the club can see that and decides whether to refund it or give you platform credit, so contact the club.
• When a package is archived, the club has stopped selling it. If you've already paid, you keep your remaining sessions. An unpaid purchase of the package is cancelled.

Cancelling an event registration#

Cancelling a tournament, camp or workshop registration works a little differently from a class refund. You cancel from the registration itself (see the Parent's Guide). This cancels the whole registration group and sends your refund to the club owner's refund queue for a decision. The club owner chooses the amount and the method (card, platform credit or offline), and you're notified of the outcome. Stripe's processing fee and any one-time registration fee aren't refundable.

Late fees#

When a payment is past due, late fees may apply. The club owner sets them up for each class, and they vary widely.

Common setups#

• Flat late fee — for example, $15 added after the grace period ends, capped at a maximum total.
• Daily late fee — for example, $1 a day, capped at a maximum.
• Percentage — for example, 5% of the overdue amount.

Grace period#

Every class has a grace period, in days, after the due date before late fees start. For new classes, the platform default is now 0 (no grace period), so a club has to opt in by setting one. The grace period for your class is shown on the confirmation screen and on the payment detail page.

Seeing the exact amount owed#

Go to Payments and find the overdue item. The total shown includes the original fee plus any late fees that have built up, and it updates automatically as the days pass.

No late fee is added while a bank payment is still clearing, or while auto-pay is still retrying a payment that didn't go through. If auto-pay gives up, the late fee is counted from the original due date, as for any other overdue bill.

Auto-lock#

If a payment goes far enough past due, your dashboard may lock automatically. This is a club-level setting, and not every class has it turned on. In fact, the platform default for new classes is "never auto-lock," so a club has to turn it on deliberately.

What auto-lock does#

• Your parent dashboard pages (except Payments, Settings and Payment Methods) are grayed out with a lock icon and a red banner.
• The banner reads: "Access locked! Please make payment to resume access."
• While you're locked, you can't enroll in new classes, book coaches or register for tournaments.

Warning before lock#

You get a warning notification (by email and in-app) 3 days before auto-lock takes effect. Pay within those 3 days and the lock never happens.

How to get unlocked#

Pay the overdue item. Stripe confirms a successful charge within minutes, and your access unlocks automatically. You don't need to log out and back in; the dashboard refreshes and removes the lock on its own.

For offline payments, the lock is lifted when the club owner confirms they've received the payment. Depending on the club, that can take a day or two.

Manual lock by club owner#

Separately from auto-lock, club owners can lock a family's access manually for any reason (for example, behavior issues). A manual lock is lifted by the club, not by making a payment. If you've been locked manually and don't know why, raise a ticket.

When will I get a payment reminder, and by email?#

You get an in-app notification at every reminder step, plus reminder emails for the ones that matter most:

• 3 days before a payment is due, you get a "due in 3 days" email. If you're on auto-pay, you get the auto-pay charge preview instead.
• On the due date, and again while the payment stays overdue, you get a due-today or overdue email. These repeat on your club's reminder schedule, up to the reminder limit your club has set (commonly five overdue reminders). Nothing is emailed while a payment is still comfortably in the future.
• Payment reminder emails go to every payer by default. Because they're about money you owe, turning off other email notifications doesn't affect them.

If you're on auto-pay, you won't get a "pay now" email on the due date itself, because we may still be charging your card or debiting your bank. You won't get overdue reminders while a bank payment is clearing or while auto-pay is still retrying either. You'll only hear from us if auto-pay gives up and the payment is still owed. (A warning that your access is about to be locked is always sent, if your club uses auto-lock.) A bill your club has just set up for you (for example, a coach assigning you to a class today) skips the due-day email and starts with the first overdue reminder. If you've already paid your club directly, the reminders stop as soon as the club marks the payment as received.

Does an unpaid enrollment get cancelled automatically?#

No. Neither an unpaid bill nor a failed or declined payment ever cancels an enrollment or releases the seat, however long it's been outstanding. An unpaid bill leads to reminders, late fees and possibly auto-lock, but your place is kept. Only a person ends an enrollment: you withdrawing, or your club removing you or ending the class.

If you re-enroll in a new season, a registration fee may apply again.

Receipts#

Every paid payment comes with a receipt, and you can get it in two ways:

• Open Payments, go to the History tab, click the item, then click View receipt to see an itemized breakdown.
• Click Download receipt to get a PDF.

Receipts include the parent's name, the child's name (if applicable), a description, the amount, Stripe fees (if they were passed on to the parent), platform fees (shown openly), the date, and a unique transaction ID.

For tax or accounting purposes, the PDF is the official version.

Platform subscriptions (student plans)#

If you're on a paid Prodemy student plan (Beginner at $0.99/month or Advanced at $2.99/month), your subscription is billed separately through Stripe Billing.

Managing your subscription#

Open Settings, then Subscription. From there you can:

• See your current plan and next billing date.
• Upgrade or downgrade (the change is prorated).
• Cancel. Your subscription shows as cancelling, you keep access until the end of the period you've paid for, and then you drop to the free plan.

If you cancel and change your mind#

Before the paid period ends, click Resume subscription. Your subscription becomes active again and the next renewal is charged as normal.

Club owner billing (the platform fee you pay)#

Club owners, this section is for you. It covers the platform fee Prodemy charges your club, which is separate from the per-transaction commission.

Three fee models#

When your club is approved, a Prodemy admin picks one of these models:

• Percentage — Prodemy takes a set percentage of every paid transaction, with no monthly fee. It's deducted automatically at the time of each payment as a Stripe application fee.
• Fixed monthly — Prodemy charges a flat monthly fee (for example, $49/month) regardless of your transaction volume. It's billed by Stripe invoice once a month on your billing day (see below), with no per-transaction cut.
• Hybrid — a lower per-transaction percentage plus a smaller monthly base fee. Both apply.

Your model and rate are shown in your club settings: open Settings, then Billing. If you'd like to change models, get in touch through Contact us. Changes take effect from the next billing cycle and are never retroactive.

Monthly invoice (fixed monthly and hybrid)#

For these two models, Prodemy creates one Stripe invoice a month, on your billing day. Hybrid clubs are always billed on the 1st. For a flat monthly plan, the Prodemy admin picks one of these when setting up your agreement:

• The 1st of the month.
• The 15th of the month.
• Your anniversary day — the day of the month your club was approved (capped at 28).

If you have a saved payment method on file, we charge it automatically when the invoice is issued. Otherwise, we email you a link to the Stripe-hosted invoice so you can pay it yourself, and it's due 7 days after it's issued.

Receipts for every paid invoice are in Settings, under Billing and then Invoices, linked directly to the Stripe-hosted PDF.

Auto-charge setup#

Open Settings and find the Auto-pay payment method card. You can save either a card or a bank account. A bank account costs your club less in processing fees on every invoice, but it may need to be verified first: Stripe sends two small test deposits that arrive in one to two business days, and you confirm them on Stripe's page. Once a method is saved, Prodemy charges it automatically when each invoice is issued.

If a monthly invoice fails#

If your saved card is declined or your bank rejects the payment, the invoice stays open while Stripe retries it, and you get an email and an in-app alert after the first failed attempt. After 3 failed attempts, Prodemy's admins are notified too. A bank payment takes three to five business days to clear, and an invoice isn't treated as overdue while that payment is still clearing. Nothing automatically suspends your club; we'll reach out to you.

Bank payment return fees#

When a family's auto-pay payment from their bank account is sent back by their bank (for example, there wasn't enough money in the account), Stripe charges a $4 return fee, and your club pays it. These fees are added to your next monthly platform invoice as one line, Bank payment return fees, with the number of returned payments it covers, for returns from before the start of that month. If your club is on the percentage model (no monthly fee), you're invoiced on the 1st for these fees only in a month you have some. If an invoice is voided, its return fees go on the next one, so none is billed twice.

Your first monthly invoice (no proration)#

Your first invoice works exactly like every one after it: it covers a whole billing period starting on your billing day and charges your full monthly base fee. There's no first-month proration and no setting to turn it on. For example, with a $480 monthly base fee, the base-fee line on your first invoice is $480, even if your fee started part-way through a month.

Disputes#

Prodemy doesn't mediate disagreements over a club's policies; those are between you and the club. We do help with problems on the platform itself.

What counts as a platform dispute#

• The app charged the wrong amount.
• A refund was approved but never arrived.
• Auto-pay charged for an enrollment that had been cancelled.
• Your Stripe account is missing payouts.
• A technical fault broke the payment flow.

How to escalate#

Raise a ticket through Contact us and include:

• The payment ID (from the Payments page or your receipt).
• What you expected to happen, and what actually happened.
• The dates of the transaction and of any follow-up messages.
• Screenshots, if you have them.

We read every ticket and reply by email. There's no live chat with a person.

What is NOT a platform dispute#

• "The class wasn't good and I want a refund." Contact the club.
• "I changed my mind about enrolling after the club's refund window." That's the club's call.
• "The coach didn't show up." Contact the club first. If they don't respond within 48 hours, raise a ticket.

Chargebacks (disputing through your bank)#

If you dispute a Prodemy charge directly with your card issuer or bank, that's called a chargeback. Please try the normal refund request or a support ticket first. It's almost always faster, and it keeps you in good standing with your club. Use a chargeback only as a genuine last resort.

What happens if your bank reverses a payment you made through Prodemy:

• The bill becomes unpaid again. It keeps its original amount and due date, and your Payments page shows "Your bank reversed this payment on …". You're emailed when this happens.
• You'll need a new payment method. The bank cancels your authorization for the account or card you disputed, so add another one to pay.
• The club may ask you to cover the dispute's cost. A lost dispute costs the club Stripe's dispute fee plus the processing fees on the original payment, which aren't refundable. The club can send you a separate bill for that amount. It's never charged automatically.
• Didn't ask your bank for this? Someone else may have access to your account. Contact your bank right away.

For club owners: when a family's bank rules against a payment, your club covers the full cost: the disputed amount plus Stripe's dispute fee. This comes out of your Stripe balance (your club agreement, section 18). Prodemy's commission and Stripe's processing fee on the original payment aren't refunded. You'll get an email with the details, and every dispute is listed under Billing → Disputes:

• who filed it and what our records show;
• the money, and how it was collected;
• whether the family has paid the bill again.

From there you can send the family a Bank dispute cost bill for your actual loss (for example $18.48 on a $150 bill paid by bank transfer: the $15 dispute fee plus $3.48 in fees). It's one per dispute, never charged automatically, and you can cancel it. Don't send it if the family didn't file the dispute themselves.

Tax and 1099#

Club owners: Prodemy doesn't issue 1099 forms. Your Stripe Connect account issues 1099-K forms directly to U.S. clubs that meet the threshold. Sign in to your Stripe Express dashboard to see them.

Parents: Prodemy doesn't issue tax receipts beyond the receipt for each payment. Some activities may qualify for dependent care credits, so check with a tax professional.

If this doesn't help#

Raise a ticket through Contact us. For payment questions, include the payment ID from the Payments page, the date of the transaction, and a clear description of what's wrong. A person reads every ticket and replies by email.