Payment Processing

How Payments Work

ClearGym handles all payments through Stripe, the industry-leading payment processor:

The Payment Flow

1. Member subscribes: They select a membership plan and enter payment details
2. Stripe processes payment: The payment is processed securely through Stripe
3. Stripe fee deducted: Stripe takes their processing fee (1% + 20p for Direct Debit)
4. Funds transferred to you: The remaining amount goes directly to your connected Stripe account
5. Automatic payouts: Stripe pays out to your bank account (daily, weekly, or monthly based on your settings)

Payment Processing Fees

Stripe charges standard processing fees:

• Direct Debit (Bacs): 1% + 20p per transaction (recommended for recurring subscriptions)
• Card payments: 1.5% + 20p per transaction

Example: A member pays £50/month via Direct Debit → Stripe fee is £0.70 → You receive £49.30

ClearGym's £50/month subscription covers all platform features, hosting, support, and updates. There are no additional percentage fees on your revenue.

Connecting Your Stripe Account

Before accepting payments, you need to connect a Stripe account:

1. Go to Settings → Payouts
2. Click "Connect Stripe Account"
3. You'll be redirected to Stripe to either:
   • Create a new Stripe account, or
   • Connect an existing Stripe account
4. Complete Stripe's onboarding (provide business details, bank info)
5. Once approved, you can start accepting payments

Payment Methods

Members can pay using any payment method supported by Stripe:

• Credit/Debit Cards: Visa, Mastercard, American Express
• Apple Pay: For members with Apple devices
• Google Pay: For members with Google accounts
• Digital Wallets: Link and other supported wallets

Saving Payment Methods

When a member subscribes, their payment method is securely saved by Stripe for:

• Automatic recurring billing
• Quick checkout for future purchases
• Reduced payment friction

Members can update their payment method anytime from their account settings.

Managing Subscriptions

View and manage all member subscriptions:

Viewing Subscriptions

1. Navigate to Members in the main menu
2. Click on a member's name
3. View their subscription details: plan, status, next billing date

Subscription Statuses

• Active: Subscription is current and paid
• Past Due: Payment failed, retrying automatically
• Canceled: Subscription ended (access until period end)
• Incomplete: Initial payment failed

Canceling Subscriptions

Members can cancel their own subscriptions:

1. Member goes to Account → Subscription
2. Clicks "Cancel Subscription"
3. Access continues until the end of the current billing period
4. No further charges are made

Staff can also cancel member subscriptions from the member detail page.

Viewing Payouts

Track your gym's earnings and Stripe payouts:

Payout Dashboard

1. Go to Settings → Payouts
2. View:
   • Total revenue from subscriptions
   • Stripe processing fees
   • Net earnings
   • Recent payouts

Stripe Dashboard

For detailed financial reports, use your Stripe dashboard:

1. Click "View Stripe Dashboard" in Settings → Payouts
2. Access comprehensive reports:
   • Transaction history
   • Payout schedule and amounts
   • Tax reports
   • Balance and available funds

Failed Payments

When a recurring payment fails, Stripe automatically handles retries:

Automatic Retry Schedule

• First retry: 3 days after failure
• Second retry: 5 days after first retry
• Third retry: 7 days after second retry
• If all retries fail: Subscription marked as past due

Email Notifications

Both you and the member are notified:

• Member receives email to update payment method
• You receive notification about the failed payment
• Member's access continues during retry period

Refunds

Issue refunds when needed through your Stripe dashboard:

How to Issue a Refund

1. Log into your Stripe dashboard
2. Find the payment under Payments
3. Click "Refund"
4. Choose full or partial refund amount
5. Confirm the refund

Important Notes

• Refunds typically process within 5-10 business days
• Stripe processing fees are not refunded when you issue a refund
• Consider your refund policy and communicate it clearly to members
• Refunding a subscription payment doesn't automatically cancel the subscription

Disputes and Chargebacks

Occasionally, members may dispute charges with their bank:

What is a Dispute?

A dispute (or chargeback) occurs when a cardholder questions a charge with their bank. Common reasons:

• Card was lost or stolen
• Member doesn't recognize the charge
• Member is dissatisfied with service
• Fraudulent transaction

Handling Disputes

1. You'll receive an email from Stripe about the dispute
2. Log into Stripe dashboard to view details
3. Submit evidence (e.g., proof of service delivery, terms acceptance)
4. Stripe and the bank review the evidence
5. Decision is made (in your favor or the customer's)

Security & Compliance

ClearGym and Stripe ensure your payments are secure:

• PCI DSS Compliance: Stripe is certified PCI Service Provider Level 1 (highest security level)
• No card data stored: ClearGym never sees or stores card details
• Encrypted connections: All payment data transmitted over HTTPS
• 3D Secure (SCA): Automatically enforced for EU/UK payments
• Fraud detection: Stripe's machine learning prevents fraudulent transactions