Question 1

How do I delete my Moveya account?

Accepted Answer

In the Moveya app go to Profile → Settings → Account → Delete account. On the web, use Settings → Account → Delete account or open https://moveya.io/account/delete. Deletion removes your account; it is not a freeze. Some records may be kept where the law requires — see our Privacy Policy.

Question 2

How is Moveya different from a class pass or credit bundle?

Accepted Answer

Moveya shows real studio schedules and transparent pricing for each class. You book directly with the studio — no guessing how many credits a class costs or whether you can book again next week.

Question 3

Do I need an account to browse studios and classes?

Accepted Answer

No. You can explore studios, schedules, and class details as a guest. We ask you to sign up only when you are ready to book or save favourites.

Question 4

Why can’t I find or book a studio that used to appear?

Accepted Answer

Studios only appear in browse and accept new bookings when they are approved and available on Moveya. A studio may be temporarily unavailable (for example while it resolves an unpaid Moveya subscription invoice). Existing confirmed bookings are still honoured unless the studio cancels the class.

Question 5

How do I know what a class costs?

Accepted Answer

Each class listing shows the studio’s price before you book. Paid classes go through secure checkout; free classes can be booked in a tap once you are signed in.

Question 6

What happens if a class is full?

Accepted Answer

You can join the waitlist when a studio supports it. If a spot opens, we notify you so you can claim it before it goes to someone else.

Question 7

What happens if I cancel a booking?

Accepted Answer

Refund rules are set per class by each studio — check the class details before you book. Cancel within that class's refund window for an automatic refund of the class price; the Moveya service fee (4.9%, max £0.99) is non-refundable. Cancel outside the window and you won't receive an automatic refund. If the studio cancels, you still receive a refund of the class price (the service fee is kept by Moveya) via Stripe (typically 5–10 business days).

Question 8

Can I cancel a class pack I purchased?

Accepted Answer

Yes, if the pack is still unused and you cancel within the studio's pack cancellation window (default 24 hours after purchase; studios may set a different window). Once you redeem any credit from the pack, it can no longer be cancelled. Eligible cancellations refund the pack price to your original payment method via Stripe; the Moveya service fee (4.9%, max £0.99) is non-refundable on member-initiated cancels.

Question 9

Can I use Moveya on mobile?

Accepted Answer

Yes. Moveya is available on the web and in our iOS and Android apps. Download links appear in the site footer when the apps are live in your region.

Question 10

How do I manage cookies and privacy preferences?

Accepted Answer

Use Cookie settings in the footer to review optional analytics, personalization, and marketing preferences. Signed-in members can also manage choices under Settings → Privacy & Data.

Question 11

Who do I contact for support?

Accepted Answer

Visit Contact us or email our support team at support@moveya.io. Include your booking details if your question is about a specific class or payment.

Question 12

How do I list my studio on Moveya?

Accepted Answer

Create a studio account, complete your profile, and publish your class schedule. Once your listing is live, members can discover your studio, view pricing, and book directly through Moveya on web or mobile.

Question 13

What is included in Free and Pro?

Accepted Answer

Free (£0/month) is for independent instructors and studios getting started: 1 location, up to 3 team members, unlimited class scheduling, online bookings and payments, attendance management, studio profile, reviews, Stripe Connect payouts, and Moveya marketplace exposure — with 5% + £0.20 all-in per booking. Pro (£79/month) is for growing studios and unlocks memberships & class packs, deeper analytics and insights, unlimited locations, unlimited team members, unlimited trainer/private sessions, website booking widgets, remove Moveya branding, priority support (72h SLA), and a lower 4% + £0.20 all-in fee. Need a custom multi-location setup? Contact us.

Question 14

What is the branded mobile app add-on?

Accepted Answer

The branded mobile app lets members download your studio’s own App Store and Google Play app with your colours, logo, and home experience. It is £149/month as an optional add-on for Pro studios. An optional one-time App Store and Google Play setup fee may apply. Add it from studio billing once you are on Pro, or contact us to explore branded apps.

Question 15

What happens if I miss a Pro subscription payment?

Accepted Answer

If a Pro Moveya subscription invoice fails, you get a 5-day grace period to update your card or pay the invoice in Studio Billing. After that, your venue becomes inactive for members: it is hidden from browse and search, and new bookings are blocked until the outstanding balance is cleared. Existing confirmed bookings are still honoured. This is separate from admin Suspend. Paying through Billing reactivates your venue automatically when your subscription returns to active.

Question 16

What analytics and insights can I access?

Accepted Answer

All studios get attendance analytics on Free. Pro adds the full analytics dashboard — fill rates, revenue trends, no-show patterns, page views, trainer performance, and AI-generated weekly reports with actionable recommendations for your schedule and operations.

Question 17

How do Stripe payouts work?

Accepted Answer

Connect your studio to Stripe to accept card payments. When a member books a paid class, checkout runs through Stripe’s secure flow. The member pays the class price plus a Moveya service fee of 4.9% (max £0.99). Funds settle to your Connect balance after Moveya withholds an all-in marketplace fee from the class gross — 5% + £0.20 on Free, or 4% + £0.20 on Pro (includes Moveya commission and card processing; the member service fee is retained by Moveya, not studio revenue). Statements show the actual Stripe fee separately. By default, bank payouts are weekly (Mondays) — shown in Billing as “Bank payouts: Weekly (Mondays)” once Connect is ready. Moveya may grant daily bank payouts to trusted studios. Your Revenue statement shows class gross only (excluding the member service fee).

Question 18

What fees does Moveya charge studios?

Accepted Answer

Moveya withholds an all-in marketplace fee from the class or pack gross at payment capture: 5% + £0.20 on Free, or 4% + £0.20 on Pro and Enterprise (active or trialing). That rate includes Moveya's commission and card processing. Members also pay a separate Moveya service fee of 4.9% (max £0.99) (shown at checkout), which is retained by Moveya and is not studio revenue. The all-in studio fee is deducted from your payout — it is not added as an extra line on the member's class price. The member's 4.9% (max £0.99) Moveya service fee is added on top of your price at checkout. Example (Free): on a £20.00 class the member pays £20.98 (including the £0.98 fee). Moveya withholds £1.20 (5% + £0.20) from your gross, for £18.80 to your studio. On Pro the all-in withhold is £1.00 (4% + £0.20), for £19.00 to your studio. Your Revenue and Books reports show class/pack gross only (excluding the member Moveya service fee). Statements split the all-in withhold into Moveya and Stripe processing using the actual Stripe fee Stripe charged for that payment.

Question 19

How many team members and locations can I add?

Accepted Answer

Free supports up to 3 team members and 1 studio location. Pro supports unlimited team members and unlimited locations. Running multiple locations or need a custom setup? Contact us.

Question 20

How do member cancellations and refunds affect my studio?

Accepted Answer

You set the refund cutoff and booking close time on each class. Members who cancel within that window receive an automatic refund of the class price (Moveya keeps the service fee); cancellations outside it are not eligible for an automatic refund. For class packs (Pro), members can cancel unused packs within your pack cancel window (default 24 hours) subject to the same fee rules — once any credit is used, pack cancellation is blocked. If you cancel a class, affected members receive a refund of the class price under the same fee rules (Moveya keeps the service fee; you pay the Stripe fee). On an eligible cancel (member- or studio-initiated, for a class or unused pack), the member is refunded the class/pack price only; Moveya retains the 4.9% (max £0.99) Moveya service fee; Moveya waives its all-in marketplace fee (5% + £0.20 Free / 4% + £0.20 Pro); and the actual Stripe fee for that payment is debited from the Studio's Stripe Connect balance. Stripe's processing cost varies by payment method, card type, and card origin. Refunds are issued via Stripe and typically settle within 5–10 business days.

Question 21

Can trainers manage their own schedules?

Accepted Answer

Yes. Studios can invite trainers to manage their profiles and sessions. On Pro, trainers get page-view analytics and unlimited client sessions. Free limits trainer client sessions to one per week.

Question 22

How do I show Instagram posts on my studio page?

Accepted Answer

In studio profile settings, use Connect Instagram to authorise a professional Instagram account. Moveya then shows your latest posts on your public studio profile. Connecting is optional — you can instead add an Instagram URL as a contact link only. Disconnect at any time to remove the feed. See our Privacy Policy and Terms of Use for how Instagram data is used.

Question 23

Who do studios contact for support?

Accepted Answer

Visit Contact us or email our support team at support@moveya.io. Pro studios receive priority support. Include your studio name and, if relevant, a booking or payout reference so we can help faster.

Common questions