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Activity Providers - Subscriptions

This guide covers how subscription activities work on BookPebble, including billing, trials, pausing, moving, cancelling, and payment method updates. Only apply this guidance if it is clear that the provider is referring to a subscription activity. Subscriptions are a specific activity type with their own billing rules and are distinct from individual or block bookings. If a provider's query could relate to any activity type and they have not explicitly mentioned subscriptions, do not assume this guidance applies. If it is unclear what type of activity or booking they are referring to, ask for clarification before proceeding.

What is a Subscription?

Subscriptions are ongoing monthly payments that automatically charge a customer on the 1st of every calendar month. Payments are taken via card payment (not direct debit).

The subscription amount is based on the provider's set ticket price. Each ticket has a pro rata option which can be edited, and this is the amount charged to a customer who joins part way through a month. The pro rata amount is charged per remaining session in that month. For example, if the pro rata amount is set to £20 and there are two sessions remaining in the month when the customer joins, they will be charged £40.

💡 Tip: If you set the pro rata amount equal to or greater than the regular monthly subscription price, the full monthly rate will be charged regardless of how many sessions remain in the month. This is useful if you want to ensure all new subscribers are always charged the full monthly price, no matter when they join.

⚠️ Note: It is not possible to change the 1st of the month as the payment date for ongoing subscription payments. Subscriptions will also continue indefinitely until cancelled — there is no automatic end date.

Trials

Providers can optionally offer free or paid trials covering up to the first three sessions before the subscription begins.

Delaying or Rescheduling a Trial (Pausing)

If a trial session is missed or needs to be rescheduled, you should pause the trial subscription rather than asking the parent to rebook. This is only applicable to subscription activities — not individual or block bookings.

Pausing allows you to delay the trial without any action required from the parent. Once the new trial date has passed and the parent confirms they want to continue, you can unpause the subscription.

To pause or resume a subscription, go to Bookings > Subscriptions and use the three dots next to the customer or subscription activity.

When you unpause, payment is taken automatically and is pro-rated — the parent only pays for the remaining sessions in the month. How this works depends on timing:

Scenario What happens
Resumed in a new billing month System automatically charges a pro-rated amount for remaining sessions in that month
Resumed in the same billing month System does not invoice again by default, to avoid double-charging. If payment is needed for the current month, this must be done via a manual invoice

💡 Tip: If you want the system to automatically bill after the trial, consider timing the unpause for the start of a new billing month.

First Payment

A customer's first subscription payment is an exception to the usual billing cycle — it will be taken either:

  • At checkout, or
  • On their first paid session

All subsequent payments then follow the standard 1st-of-the-month schedule.

⚠️ Note: The exact timing of the first payment can vary depending on a number of settings configured by the provider, including whether a trial has been offered, the start date of the activity (only available for new subscription activities), or whether off days have been set on the schedule.

Updating a Subscription Price for an Individual Customer

You can update the price for a specific customer at any time, provided they have already made their first subscription payment.

To do this:

  1. Go to Bookings > Subscriptions
  2. Find the customer in the list
  3. Click the three dots to open the menu
  4. Select Payment
  5. The system will confirm when the updated amount takes effect

⚠️ Note: Editing the price via Activity Settings only applies to new sign-ups — it does not update existing subscribers.

Removing a Day from the Schedule (Off Days)

If an activity is not taking place on a particular week, you can remove that day from the schedule rather than cancelling the subscription. To do this:

  1. Go to the subscription activity settings
  2. Scroll down to the Schedule
  3. Select the relevant off days

⚠️ Note: Adding off days to an existing schedule does not adjust the subscription payment. The regular billing cycle continues unchanged.

Moving a Subscription

  • Subscriptions can only be moved to other subscription activities (not standard bookings).
  • Moving a subscription does not trigger any payment.
  • The next payment will resume on the 1st of the following calendar month.
  • Any shortfall resulting from the move must be collected via a manual invoice to the customer.

Cancelling a Subscription

To cancel, go to Bookings > Subscriptions and select Cancel. There are two options:

Option Effect
Cancel immediately All future sessions are cancelled straight away
Cancel at end of month Subscription and sessions continue until the end of the current calendar month

⚠️ Note: Once a cancellation is triggered, no further payments will be taken, regardless of which cancellation option is selected.

Cancellation requests must come from the parent directly to the activity provider. The terms and conditions of cancellation are set by the activity provider. It is not possible for a parent or guardian to cancel their subscription via their own account, nor by contacting Pebble directly. If a parent contacts Pebble requesting a cancellation, they will always be redirected to the activity provider.

It's not currently possible to choose a specific date for the cancellation to take place. The only available choices are immediately or the last day of the calendar month.

Updating a Payment Method

For Registered Users You can copy and paste these steps directly to your customers:

  1. Log in to your profile at https://activities.bookpebble.co.uk/profile.

  2. Click on Subscriptions in the left-hand navigation menu.

  3. Select the subscription you'd like to update.

  4. Under "Update Payment Details," click on Payment Details.

  5. Follow the on-screen instructions to save your new payment method.

For Guest Users Since guest users cannot log in to a profile, you will need to send them a secure link to update their details:

  1. Navigate to the customer on your portal and open their booking.

  2. Click Send confirmation email.

  3. Customer Action: The customer will receive their booking confirmation email and must click View Booking.

  4. Customer Action: Once their booking page opens on Pebble, they should click Payment Details under "Update Payment Details" and follow the prompts to update their card.

Customer Communications

Subscription customers do not receive automatic reminder emails — either ahead of their first paid session following a trial, or for each weekly session.

The system will only send a customer an email automatically in the following circumstances:

  • A payment failure
  • A subscription cancellation
  • A payment amount update
  • An invitation to leave a review after their first session (first session only)

Any other communications must be sent manually by the provider, either through the register or the customer page.

⚠️ Note: If a parent says they have not received a reminder or notification about an upcoming session or payment, this is expected behaviour — subscription customers are not sent these automatically.