FAQ
For players
Section titled “For players”Do I pay Quord anything?
Section titled “Do I pay Quord anything?”No. Playing on Quord is free. Clubs pay the subscription, and Quord adds no booking fees on top of what your club charges.
What payment methods can I use?
Section titled “What payment methods can I use?”Online payments are card payments through Stripe checkout; Quord never sees your card number. You can save a card and manage it from the payment methods section of your profile. Some clubs also take cash, bank transfer or card at the club and record the payment in Quord.
Can I cancel a booking?
Section titled “Can I cancel a booking?”Yes, up to your club’s cancellation deadline. Each club sets its own deadline, and the policy is shown on the “Review Booking” screen before you confirm.
What timezone are bookings shown in?
Section titled “What timezone are bookings shown in?”Always the club’s local timezone, which is shown at the top right of the booking grid.
How do refunds reach me?
Section titled “How do refunds reach me?”Card payments are refunded through Stripe to the card you paid with. If you paid the club directly (cash or bank transfer), the club pays you back the same way and records the refund in Quord.
Why was I charged and then refunded for a booking?
Section titled “Why was I charged and then refunded for a booking?”Occasionally two people pay for the same slot at the same moment. Only one booking stands; the other card payment is refunded automatically and the booking shows “Cancelled”.
Can a club charge me for a no-show?
Section titled “Can a club charge me for a no-show?”No. A no-show is an attendance record only; no fee is taken through Quord, and the club can undo one recorded by mistake.
What happens when I cancel my membership?
Section titled “What happens when I cancel my membership?”Cancellation is scheduled rather than immediate: you pick the end date and keep access until then. You can undo it any time before that date.
I cancelled through “Manage subscription”. Is my club membership cancelled too?
Section titled “I cancelled through “Manage subscription”. Is my club membership cancelled too?”Yes. Portal cancellations reach Quord automatically, and the membership ends on the same date.
Can I get my money back after joining a club?
Section titled “Can I get my money back after joining a club?”Within 14 days of joining you can withdraw for a full refund. This is the cooling-off period, and it is explained on the join page before you pay.
What happens if my membership payment fails?
Section titled “What happens if my membership payment fails?”You keep access for 14 days while the payment is retried, and an email with an “Update your card” link arrives straight away. If it stays unpaid the membership is suspended, and rejoining is your own action. See Manage your membership.
Why did my membership change plan, or not renew, at my birthday?
Section titled “Why did my membership change plan, or not renew, at my birthday?”The plan has an age range. When you age out, renewal moves you to the next tier you fit on the same payment frequency; if none fits, auto-renew switches off, nothing is charged, and an email asks you to rejoin.
Can I be on a family plan and have my own membership at the same club?
Section titled “Can I be on a family plan and have my own membership at the same club?”No, it’s one or the other at any one club. Ask the payer or the club to remove you from the family plan first.
My family membership says “Past Due” but I’m not the payer. What do I do?
Section titled “My family membership says “Past Due” but I’m not the payer. What do I do?”Coverage follows the payer, so only the payer can update the card. Once the payment goes through, the whole family is restored together.
How do I delete my account?
Section titled “How do I delete my account?”From your profile page. Deletion is permanent; payment records are kept in anonymised form for tax and accounting. If you own a club, delete or transfer it first.
What happens if my club stops using Quord?
Section titled “What happens if my club stops using Quord?”When a club closes its Quord account, member subscriptions and upcoming bookings are cancelled. Your own account and payment history remain.
For clubs
Section titled “For clubs”Is there a per-booking fee?
Section titled “Is there a per-booking fee?”No. Your members pay what you charge and nothing more. You pay the plan subscription, and Stripe’s card processing fees apply to online payments.
Where does the money go?
Section titled “Where does the money go?”Straight to your club’s own Stripe account; Quord never holds it. You must finish Stripe onboarding before taking online payments.
Do I have to use online payments for memberships?
Section titled “Do I have to use online payments for memberships?”No. You can add members manually and record “Paid offline” payments and renewals; online billing is optional per member. See running memberships without online payments.
Can I control who joins?
Section titled “Can I control who joins?”Yes. Pick an enrolment policy: Open (anyone can join online), Waitlist, or Closed. A closed club admits members by email invitation only, and each invitation stays valid for 14 days.
How do I move my data from another system?
Section titled “How do I move my data from another system?”Use “Import data” in your club’s Manage area. The wizard takes a CSV or Excel export of members, bookings or closures, walks you through mapping and validation, and writes nothing until you commit. A committed import can be undone.
Can I change plan later?
Section titled “Can I change plan later?”Yes. Upgrades are charged the prorated difference and apply immediately; downgrades take effect at the end of the current billing period and can be undone before then.
Can I use a promotion code?
Section titled “Can I use a promotion code?”Yes, if Quord has given you one. Enter it when subscribing or in the upgrade dialog and select “Apply”. Codes can’t be used on a downgrade.
What happens if I cancel my subscription?
Section titled “What happens if I cancel my subscription?”Cancellation is different from deletion. You cancel in the Stripe billing portal (“Manage Billing”), and it takes effect at the end of the current billing period. When that period ends the club is paused: it leaves the public directory and stops taking new bookings and new members. Your history, exports and member records stay readable. Subscribing again from the Plan page lets the club take bookings and members again; to reappear in the public directory, publish it again from the club’s settings. To close a club for good instead, use “Delete my club” below.
How do I delete my club?
Section titled “How do I delete my club?”Owners have a “Danger zone” in the Manage area. Deleting the club cancels member subscriptions and upcoming bookings, and you confirm by typing the club’s name. It’s a closure, not a wipe: history is kept, and the club can re-open later by subscribing again, though members don’t return automatically.