Help Notes

and frequently asked questions

Do you need to enter card details to on signup?
No credit card details are required for your free trial. If you want to continue using SubsNinja after 60 days you will need to enter card details. If you don't, you can cancel your account, no questions asked.

Is it true that I won't have to pay the monthly service charge if I have 10 members or less?
If you have less than eleven members we won't levy the monthly service charge. Once you go over ten members you will be charged the 50c rate for "active" members in your database only.

Do you accept payment by Cheque or Bank Transfer?
Time-consuming admin is something we strive to avoid. We have built a self-managed credit/debit card billing system for the convenience of our users and for us.

Can we cancel at any time?
You can cancel at any time. There are no cancellation charges. 

Do you have a refund policy?
We endeavor to treat our customers fairly so If you’re ever unhappy with SubsNinja, for any reason, just contact our support team and we'll see if we can do something for you.

Does the service charge only apply to storage of "active" members data?
Yes. In all clubs, members sometimes stop attending for a myriad of reasons; illness, injury, family situations, travel, work, etc. We understand this and allow you to make a member "inactive" so that can they can be excluded from your billing cycle and excluded from our monthly charge to you. This allows you to retain their data for as long as you need to, without cost.

Please Note: When you change the status of a member to "inactive":-

(a) You will not be charged for that member
(b) Automated payments will not be collected from that member (or associated guardian).
(c) Attendance and cash payments will not be recorded for that member.

Abuse of this feature by repeatedly turning members inactive just to avoid the 50c service charge will be notified to us by our fair-play monitoring algorithm and lead to service suspension.

Collecting membership subscriptions automatically.

The most efficient way to collect subs and stabilise revenue for your club is by using the automated monthly credit/debit card billing service built into SubsNinja.  However you can also collect class fees by credit/debit card on an attendance basis if needed.

To ensure maximum security for all parties, SubsNinja uses Stripe to securely process all card transactions. To start accepting card payments from your members you will need to first create a Stripe account, or connect an existing Stripe account. Once you have connected a Stripe account, the option to start accepting payments by card will be instantly enabled on your account. To get started, just click the 'Connect with Stripe' button displayed in your "System Settings" page, and you will be walked through the process for opening a Stripe account, or connecting an existing one.

Why do I need an account with Stripe?
Using Stripe to process online payments means that transactions can be processed without either you or SubsNinja needing to handle any sensitive card information. Stripe handles the entire transaction and just passes the money on to you. In order to do this, you need a Stripe account so that they know where to send the money. Once you have an account,  you can also use Stripe to see additional statistical information on all transactions, and make use of all the other benefits of having a Stripe account.

Who/What is Stripe?
Stripe is a company specializing in enabling online payments. Founded by brothers John and Patrick Collison, Stripe is trusted by thousands of companies including Amazon, Google, Deliveroo etc. and is currently valued at $95 billion. Stripe is certified to PCI Service Provider Level 1, the most stringent level of financial safety certification. 

Do I need to have a business in order to open a Stripe account?
No, you do not need to be a business or a company to open a Stripe account. If you operate a club by yourself, you are a "sole proprietorship". When you activate your account, just choose the appropriate option for you. If you later create a business entity for your club, it's easy to update your Stripe account to reflect your new status.

What fees apply for online transactions?
Stripe fees are 1.4% + 25c for all European credit cards and 2.90% + 25c for non-European cards. A 1% commission fee on these transactions is passed to SubsNinja.  The small commission payment we receive will appear on your monthly invoices.

How long does it take for Stripe to transfer money to my account?
Stripe payments are processed instantly, and these transactions can be seen immediately within your Stripe account. Stripe transfers money into your bank account on a rolling basis, daily, weekly, or monthly depending on your preference. When you open an account, the default setting is weekly, but you can easily change that to daily from your account settings in Stripe. Log into Stripe, go to account settings > Transfers > Transfer schedule > Change Schedule. 

Can I use SubsNinja to take card payments on a "Per-Lesson" basis?
Yes. Once members are onboarded, You can collect class fees at the start or end of class simply by using the "Roll-Call" function. If you have a "Per-Class" product associated with a students account, then marking a student "attended" during roll-call will cause a payment to be charged automatically to that members card.

note: Per-Class payments are not taken immediatley, but are delayed by 12 hours so that if a mistake is made taking the roll-call, it can easily be recified.

Can I record a cash payment by a member on Subsninja?
You can record cash payments manually using a the Roll-Call function. However, if you use the credit/debit card billing feature,  your transactions are updated automatically saving you a lot of manual admin.

Can you import my members data into SubsNinja from a spreadsheet?
Yes, we provide a data import service for anyone setting up a Subsninja account that has a members' database in a spreadsheet or .csv file.  Please contact us to arrange the secure transfer of your members data file and we will import it into your new account.

What if I have more questions?
We'd be happy to answer them. Click on Customer Support  to start the conversation and we'll get right back to you.

Set-up Help? Speak to someone?
If you need help getting set-up,  you can call one of our Set-Team on +35315611917.  (Our Set-up team are available to new customers between 10:00 - 17:00 GMT, Mon - Fri). If the line is busy please send a message to mailbox+setup@subsninja.com with your phone number and we will call you back as soon as we can.