Payouts, Credit, and Refunds

How you get paid

Everything members pay online — bookings, entries, clinics, memberships — flows through your connected Stripe account and pays out to your bank on Stripe’s schedule. Manage it in Settings → Payments → Payment Setup (Stripe).

You keep the price you set. Where service fees are switched on, a line under each price box spells it out: what players pay, and what you receive. You’ll see that line on entry fee, clinic, tournament, league, membership, and pro lesson-rate fields.

To reach your payout account later: Settings → Payments → Payment Setup (Stripe) → Manage Payout Account. Payout timing is set in your Stripe dashboard, not in Clubhouse.

Club credit

When you cancel an event on a player who paid by card, you choose whether their money comes back as club credit at your club (so it stays with you) or as a refund to their card. Guests always get the card refund. Credit then spends the same way everywhere:

• Every checkout that costs money — a court, a share of someone else’s court, open play, a clinic, a lesson — carries a Use club credit switch that is already turned on.

• Credit covers as much of the price as it can and the card pays the rest, so a small balance still gets used. Where you charge a service fee, that fee is worked out on the card part only.

• Memberships are the exception: Stripe bills those on their own cycle, so credit does not come off them.

You can also grant goodwill credit by hand: Settings → Player Credits → + → Grant Credit, for the “sorry about the lights — next night’s on us” moments.

The refund map: You cancel an event → you choose club credit or a card refund for online payments; a guest’s payment always goes back to their card; desk cash you hand back. You cancel a clinic session → full refund to the card, service fee included. You remove a player before the night starts → same as cancelling an event. A player cancels their own court booking in time → club credit.

Club credit has to be switched on, and it is off by default. With credit off, a player who withdraws from an event in time gets their online payment back on their card instead. Turn credit on if you would rather the money stayed at your club.

The Player Credits screen also shows Outstanding Credit — what you owe players in future entry fees. Credit does not expire and cannot be cashed out.

Refunding one person

To give one player their money back on a paid event, open that event in the owner view on a computer, go to the roster, and tap the player row. You get two choices. Refund to Card (Stripe) sends the full amount back to the card they paid with, service fee included, and it appears only when that entry was really paid by card. Mark as Refunded records a refund you handled yourself — that is the one for desk cash you hand back in person.

Refund to Card also works on an entry that already came back as club credit, for the player who would rather have the cash: the card is refunded in full and the credit is taken back. If they have already spent that credit, the app says so and stops.

Card refunds are full-amount only. For a partial goodwill refund, use your Stripe dashboard. Refund to Card lives in the owner view on a computer, so do card refunds there.

Your cancellation notice

When a player cancels their own court booking it is all or nothing. Cancel with more notice than your club asks for, and the full court price comes back as club credit. Cancel later than that, and nothing comes back.

The notice is 24 hours unless you change it: Settings → Booking Settings → Cancellation Policy, anywhere from 1 to 72 hours. A change applies to bookings made after you save it. Every existing booking keeps the rule it was sold under.

At the desk: before a player confirms a cancellation, the app shows them exactly what comes back. A few bookings made in an older version of the app keep the half-refund band they were sold with, so point players to that screen rather than quoting a rule from memory.

When a payment fails

The booking or registration is not cancelled straight away — the player keeps their hold and can retry. If they do not, the hold expires and the spot is released automatically. They are notified to try again, and there is no automatic retry, so a failed payment needs the player to act.

You will see Payment failed against that person on the event roster, so open the roster of the event in question to find it.

Memberships are stricter: a failed membership payment pauses the membership immediately, with no grace period.

Pricing has moved

Court pricing now has its own guide — see Pricing Your Courts for floors, ceilings, demand-based pricing and member discounts.

The service fee

Players pay a service fee on top of your listed price, and you receive the full amount you set. You will see it stated as you build things — on a $100 clinic, for example, the Create Clinic screen reads “Players pay $108 ($100 + $8 service fee). You receive $100.”

It appears on the player’s checkout as its own Service Fee line, and in your Analytics as Service fees (paid by players), kept separate from your revenue because it was never yours.

The fee is returned on a full refund. It is not returned when a cancellation settles as club credit — credit covers the club price only. That is why the app tells players the service fee is not returned when they cancel.