Booking
How do I book a class? Search or browse classes on the explore page, select a class, choose your session or enrolment type, add to cart, and complete checkout with a card or credits.
Why don't all the classes show up on the map? A class only gets a map pin when its club has set a venue address. Classes at a club with no venue address still appear in the results list — they just cannot be placed on the map. Clubs can add a venue address in their club dashboard.
Does "Use my location" save where I am? No. Your position is used for that one search: to sort results nearest first, to show the distance to each venue, and to centre the map. It is not saved to your profile and never appears in the page's web address, so sharing an explore link never shares your location. If you decline the prompt you can still search by suburb using the Location filter.
Can I book for my child? Yes. Add a child profile to your account in Dashboard > Settings > Family. At checkout, select your child as the participant.
What is a term enrolment? A term enrolment means you are booking all sessions in a fixed block (typically a school term). You pay one price upfront for the full term.
What is a drop-in booking? A drop-in booking is a single casual session in a term class. Drop-in pricing is set per class and is typically higher than the equivalent per-session term rate.
What is pro-rata pricing? If you join a term class partway through the term, pro-rata pricing means you only pay for the remaining sessions rather than the full term price.
Can I book a private lesson? Yes, if the coach offers private lessons. Select the coach's profile, choose Private Lessons, pick your preferred date and duration, and the system will confirm if the coach and court are both available. The coach must approve the booking.
What happens if a class is full? You can join the waitlist. You will be notified automatically if a spot becomes available — spots are strictly first-come, first-served, so book promptly (there is no hold or expiry window on the offer).
Can I book a court without a coach? Yes, via Court Hire. Navigate to the club's profile and select Court Hire to browse available courts and times.
Payments
What payment methods are accepted? Credit card, debit card, and AllSquads credits.
Does AllSquads charge a booking fee? Yes, a small booking fee is added at checkout on every purchase — class bookings, court hire, private lessons and lesson offers, memberships, and pro-shop orders paid online. The rate depends on what you are buying (typically 2.2–3%), with a minimum of 50¢ GST-inclusive — the minimum only matters on tickets under about $17. Credits apply to the class price, and the fee is computed on whatever cash remains after credits — so if your credits cover the whole class price, there is no fee and you pay $0. The exact amount is shown on the checkout page before you confirm payment.
What are credits? Credits are AllSquads platform credits. 1 credit = $1 AUD. They are issued as refunds or by clubs as goodwill gestures, and can be used at checkout to reduce the amount you are charged. Credits are not charged a booking fee when redeemed.
Why can't I use my credits? Credits are club-scoped — they can only be used for bookings with the club that issued them. Check that the credits are from the same club as the class you are booking.
Do credits expire? Yes. Credits have an expiry date set when they are issued. You will receive a notification before your credits expire.
Where do I enter a promo code? On your Cart page, before you continue to payment. On a computer it's in the Summary panel on the right, above Subtotal. On a phone or tablet, look for the Have a promo code? box just below your cart items — on small screens the Summary collapses into the bottom bar, so the promo field moves in with the items. There is no promo field on the payment page, so apply it before you continue. Type the code exactly as your club gave it to you, with no spaces, then tap Apply. Capitalisation does not matter — the code is matched ignoring case — but spaces do, so avoid a stray space before or after.
What does "Code not found" mean? No code matching what you typed exists for that club. Check the spelling, and make sure you have the club's current code — clubs sometimes replace an old code with a new one.
My promo code isn't working — what do the other messages mean? "This code has expired" means it's past its valid dates. "You have already used this code the maximum number of times" means you've reached a per-player use limit. "This code doesn't apply to one or more items in your cart" means it's restricted to certain classes. "This promo code is reserved for specific players" means it's limited to an eligible group you're not in. Each of these means the code is real but doesn't apply to your situation — not that the promo code feature is broken.
I forgot to use my promo code and already paid — can I get a refund? Promo codes apply at checkout, before payment — they can't be applied retroactively, and AllSquads can't refund the difference. Contact the club directly; they can issue you a credit.
Will I get a receipt? Yes. Stripe emails a receipt to your registered email address after every payment. For class bookings, court hire and term renewals that receipt is an itemised tax invoice — the class or court line, the booking fee with the GST it includes, any credits applied, and the AllSquads ABN. Your AllSquads booking-confirmation email also lists every attendee and session. You can reopen a receipt any time from Dashboard > Payments > Transactions.
How do I view my payment history? Dashboard > Payments > Transactions.
Cancellations and Refunds
How do I cancel a booking? Dashboard > My Classes > select the booking > Cancel. A preview will show you the refund outcome before you confirm.
What refund will I get if I cancel? It depends on the class cancellation policy and how far in advance you cancel. If you cancel before the policy threshold (e.g., more than 24 hours before), you receive a full credit refund. Within the threshold, the policy may allow a partial refund, no refund, or a full refund depending on what the coach has set.
Are refunds given as cash or credits? Refunds are issued as AllSquads credits, not as cash back to your card. Credits are available immediately and can be used for future bookings with the same club.
What happens if the coach cancels a session? You receive a full credit refund automatically and are notified immediately.
What if a class I am enrolled in changes its schedule? You will be notified and given the option to cancel for a full credit refund if the new schedule does not suit you.
What is a make-up entitlement? For term classes, a club can choose to issue make-up entitlements instead of credits when you cancel a session within policy. A make-up entitlement is a session of equal value at the same club. It expires at the end of the term, so use it before the term ends. Credits do not expire as quickly (12 months), but make-ups encourage you to keep training within the term you paid for.
How do I use my make-up entitlement? Dashboard > My Classes — your active make-up entitlements appear in an amber card at the top of the page. Tap Redeem to pick a class and a session. The destination booking is created automatically and you are confirmed for that session.
What classes can I redeem a make-up at? Any class at the same club that costs the same or less per session than your entitlement value, has term-active sessions, and has spots available. Make-ups can be redeemed across coaches within the club.
Can I convert a make-up to a credit? No. Make-ups and credits are mutually exclusive — your coach picked make-up mode for that class. If you don't redeem in time, the entitlement is forfeit. Speak to your coach if you need an exception.
What if my make-up expires and I haven't used it? The entitlement is forfeit at the source term's end date. There is no automatic conversion to a credit.
Account
How do I reset my password? Select Forgot Password on the sign-in page and follow the instructions sent to your email.
How do I update my profile? Dashboard > Settings > Profile.
How do I manage notification preferences? Dashboard > Settings > Notifications. You can choose which events trigger email, SMS, or in-app notifications.
Can I have more than one child on my account? Yes. Add as many child profiles as needed in Dashboard > Settings > Family.
Reviews
How do I leave a review? About a day after your attendance is marked, AllSquads emails you a link to the class page with the review form open. If several of your classes were marked attended at once, the emails are spread over the following days rather than all arriving together. You can also leave a review at any time by visiting the class page (or the coach / club profile) and clicking "Leave a review", provided you have attended at least one class with that coach or club.
I forgot to leave a review — can I still? Yes. There is no hard deadline. As long as you have at least one attended booking with the coach or club, you can leave a review at any time from the class page.
How many reminders will I get? One. If you don't review within 7 days of the original email, AllSquads sends a single reminder. After that there is no further nag.
Can I edit my review? Yes. Open the class page (or the coach / club profile) and click "Leave a review" or "Edit" on your existing review. The form pre-fills with your current rating and comment and the button changes to "Update your review". Submitting overwrites the previous review — you don't end up with two.
Why does my review go to the club and not the coach who taught me? Reviews are attributed at the account level. If a class is listed under a club, the review counts toward the club's profile. If the class is run by an independent coach (no club), it counts toward the coach's profile. This way the review reflects the business identity players actually saw when booking.
Can I delete a review? Contact AllSquads support to request removal of a review you have submitted.
Technical
The booking page is not loading — what should I do? Clear your browser cache, try a different browser, or check your internet connection. If the problem persists, contact AllSquads support.
I did not receive my confirmation email. Check your spam folder. Confirm your email address in Dashboard > Settings > Profile. If your booking appears in Dashboard > My Classes, the booking was successful even without the email.