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 (1.25% (min £0.15, 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 (1.25% (min £0.15, max £0.99)) is non-refundable on member-initiated cancels.

Question 9

Why did I get an email or text from a studio, and how do I stop it?

Accepted Answer

Studios can send you booking updates, and — only if you opted in — offers by email, SMS, or WhatsApp. Some marketing emails are sent automatically, for example a welcome when you're new to a studio or a note if you haven't visited in a while. To stop a studio's marketing emails, use the unsubscribe link in the email. To stop promotional texts, reply STOP to that studio's number. You can change email, text, and WhatsApp choices any time in Settings → Privacy & Data. Booking messages continue unless you switch booking texts off there.

Question 10

Why is Moveya suggesting a class or game to me?

Accepted Answer

Smart suggestions pick classes, courts and padel games that fit your routine — when you usually train, the studios and instructors you book, and how far you travel. If you've connected a wearable and turned on health consent in Settings → Health & Privacy, they can also take into account how your recovery looks today. A studio's empty spots can only move up options that already suit you, and you always pay the studio's normal price. Suggestions are capped — usually no more than one a day for classes and one for padel, plus padel game invites if you've turned on Open to game invites — and studios only see counts — never that you were suggested something. Turn suggestions off any time under Smart suggestions in your profile settings, or turn off Personalisation in Settings → Privacy & Data.

Question 11

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 12

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 13

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 14

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 15

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, website booking widgets, promo vouchers, Moveya marketplace exposure, and Fill Assist — with 5% + £0.20 all-in per booking. Pro (£79/month) is for growing studios and unlocks memberships & class packs, member loyalty rewards, email campaigns and automations (2,000 marketing emails a month), instructor payroll with invoice PDFs and a payroll CSV, the full analytics dashboard (fill rates, no-shows, trainer performance), AI business reports, unlimited locations, unlimited team members, unlimited trainer/private sessions, remove Moveya branding, priority support (72h SLA), and a lower 3.5% + £0.20 all-in fee. Pro studios can also add SMS & WhatsApp (£39/month) or a branded mobile app (£149/month). Need a custom multi-location setup? Contact us.

Question 16

How do email campaigns and automations work?

Accepted Answer

On Pro, pick an audience — such as new members, regulars, or people who haven't visited in 30 days — start from a template, and send now or schedule it. Automations send for you: for example, a welcome email when someone joins an audience or a win-back email when they become at risk. Campaigns and automated emails share one allowance of 2,000 marketing emails a month, counted per recipient and reset on the 1st (UTC); booking and account emails don't count. As a safety limit, automations send at most 500 messages in any 24 hours — anyone over that stays queued for the next daily run. Emails only go to members who opted in to marketing, and every email includes an unsubscribe link.

Question 17

What is Fill Assist?

Accepted Answer

Fill Assist is part of Moveya Studio and is included on every plan. Every hour, Moveya forecasts which of your classes, courts and open matches over the next 7 days are likely to finish under-filled, and shows the revenue at risk. It then suggests those sessions to members they already suit — based on when they usually train, the studios and instructors they book, and how far they travel. Venue need can only reorder options that already fit a member; it never pushes a session that doesn't suit them. Members pay your normal price, and Moveya never adds a discount. Each member gets at most one suggestion a day. You can boost up to 3 sessions at a time, exclude sessions you don't want suggested, set a daily limit, or switch Fill Assist off. You see counts and results — bookings and revenue from suggestions — but never which members were suggested a session. If you have a branded app, members can also get at most one smart push a day from it, only about your own sessions.

Question 18

How does instructor payroll work?

Accepted Answer

Instructor payroll is included with Pro. Set a studio default rate or a rate per instructor — per hour or per class — with optional extra paid minutes, a bonus per attendee, commission on class revenue, or a minimum per class. Each month Moveya works out what every instructor is owed from the classes they taught, moving covered classes to whoever actually taught them. You can edit a class, add bonuses or deductions, then finalise the statement to give it an invoice number. Download invoice-ready PDFs for each instructor and a summary CSV for your accountant. Payroll is a calculation and record-keeping tool: Moveya doesn't send money, store instructors' bank details, or run PAYE or file tax for you. Only studio managers can see payroll.

Question 19

What is the SMS & WhatsApp add-on?

Accepted Answer

It gives your studio its own UK number to text members and a WhatsApp sender, with one shared inbox for replies. Send booking texts (confirmations, waitlist spots, cancellations) and broadcasts to members who opted in to promotional texts. It is £39/month on top of Pro and includes 500 credits each calendar month: 1 credit per SMS segment or WhatsApp message, and replies are free. Included credits reset on the 1st and don't roll over. Need more? Top-ups are 250 for £20 or 500 for £35 credits and never expire. STOP replies, opt-in checks, and quiet hours (21:00–08:00 by default) are handled for you. Add or remove it any time from Messaging settings — changes are prorated on your next invoice. Enterprise includes messaging.

Question 20

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 21

How do I cancel my studio subscription or branded app?

Accepted Answer

You must contact us — cancellation is not completed in billing settings. Email hello@moveya.io or support@moveya.io from an address on your studio account, include your studio name, and ask to cancel. You need to give one full calendar month's written notice: if we receive your request on any day in a month (for example 15 September), the subscription and any branded app continue until the last day of the next month (31 October) and then end. We use that notice period to confirm the end date and, for branded apps, to plan App Store and Google Play offboarding. The SMS & WhatsApp add-on is different: you can remove it yourself any time from Messaging settings, and the fee is prorated.

Question 22

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 23

What analytics and insights can I access?

Accepted Answer

All studios get attendance analytics and Fill Assist results (bookings and revenue from Moveya suggestions) on Free. Pro adds the full analytics dashboard — fill rates for every class and time slot, revenue trends, no-show patterns, page views, trainer performance, and AI-generated reports with actionable recommendations for your schedule and operations.

Question 24

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 1.25% (min £0.15, 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 3.5% + £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 25

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 3.5% + £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 1.25% (min £0.15, 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 1.25% (min £0.15, 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 £20.25 (including the £0.25 fee). Moveya withholds £1.20 (5% + £0.20) from your gross, for £18.80 to your studio. On Pro the all-in withhold is £0.90 (3.5% + £0.20), for £19.10 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 26

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 27

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 1.25% (min £0.15, max £0.99) Moveya service fee; Moveya waives its all-in marketplace fee (5% + £0.20 Free / 3.5% + £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 28

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 29

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 30

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.

Question 31

What is Moveya Intelligence?

Accepted Answer

Moveya Intelligence is a plugin for studios that already have their own app. It adds a personalised class suggestion, with a one-line reason, using a member's booking habits and, if they agree, a short daily health summary from their phone. Bookings still happen in your app and your checkout. If you don't have an app yet, Moveya Studio is the complete platform.

Question 32

Do we have to move our studio onto Moveya?

Accepted Answer

No. There's no platform migration: your app, timetable, members and payments stay where they are. Moveya Intelligence adds the suggestion card and doesn't touch your checkout.

Question 33

What does our developer need to build?

Accepted Answer

Three server calls (timetable, booking events and a member token) and the SDK on one screen. The effort depends on your app and booking system, so we scope it with you in an integration assessment, and everything can be tested in sandbox first.

Question 34

Which wearables does it work with?

Accepted Answer

Anything that syncs to Apple Health on iPhone or Health Connect on Android, such as Apple Watch and most rings and bands. Wearables are optional.

Question 35

What if a member says no to health access?

Accepted Answer

They still get suggestions based on their bookings. Health only makes them sharper.

Question 36

Who sees the health data?

Accepted Answer

Only Moveya, and only to choose a class. Your team sees how many members are connected, never their numbers.

Question 37

How do we go live?

Accepted Answer

Build and test in sandbox, then press Go live in the console and send your app details. Moveya reviews the app and your privacy policy, usually within 2 business days, and production turns on when it's approved.

Question 38

How much does Moveya Intelligence cost?

Accepted Answer

Building and testing in sandbox is free, on up to 2 test phones. In production you pay a monthly licence based on active members: the members who got a suggestion or synced health that month. There are no booking fees, because your checkout never touches Moveya. See the Moveya Intelligence tab on our Pricing page for the tiers.

Question 39

Do our members need a Moveya account?

Accepted Answer

No. Your server sends Moveya your own member ID, and the card appears inside your app. Moveya never asks your members for an email address or password.

Question 40

Where are the docs, and who do we contact?

Accepted Answer

Create a free sandbox account to get the console, keys and step-by-step docs for your developer. For pricing, pilots or an integration assessment, email hello@moveya.io or book a demo. For help with a live integration, email support@moveya.io.

Common questions

Common questions