Loyalty points

A loyalty program lets customers earn points on paid appointments and spend them on future bookings. You configure the earn and redeem rules once; points are then tracked automatically for every customer.

Loyalty is a Pro feature — it’s set up on the Loyalty page, under Grow in the sidebar.

Turn on loyalty

Open Loyalty (under Grow in the sidebar).
Switch on Enable loyalty program.
Choose how points are spent and set your rules (below), then choose Save Changes.

Once enabled, customers earn points on appointments they pay for, and can spend their balance during booking.

Choose how points are spent

Under How points are spent you pick one of two program shapes:

Points discount — points convert to money off at a rate you set (for example, 100 pts = $10 off). This is the classic shape, and everything under Set earn and redeem rules below applies.
Fixed rewards — points buy named rewards from a catalogue you build (for example, “100 points = a free blow-dry”). Named rewards are easy to advertise and feel bigger than the equivalent few dollars off.

Points balances carry over if you ever switch between the two — only how customers spend them changes.

Build a reward catalogue (fixed rewards)

With Fixed rewards selected, a Reward catalogue card appears. Each reward has a name, a points cost, and what it unlocks:

A free service — the booked service costs nothing, whatever its price.
Any service in a category or collection — same, for a whole group of services.
An amount-off voucher — a fixed value off the booking (for example, $20 off). If a booking costs less than the voucher, the discount covers what’s owed and the full points cost is still spent — the customer is warned before confirming.

A free-service reward can also carry add-ons the client gets free with it — the same idea as package inclusions. Anything you don’t list stays full price, and a client only gets an included add-on free if they actually book it.

Each reward can also carry its own restrictions: a validity window, specific branches, a per-customer redemption limit, and whether it can be combined with a package or coupon discount on the same booking. Deleting a reward that has been redeemed deactivates it instead, so its history stays intact.

Your reward list also appears on your booking page’s home screen, so clients see what points are worth before they’ve booked anything.

Set earn and redeem rules

Under Program Settings you control the whole economy of your program. The earning rate and points expiry apply to both program shapes; the three redemption-rate settings only appear for Points discount programs:

Points per {currency} spent — how many points a customer earns for each unit of currency they pay. For example, 1 means one point per dollar/dirham spent.
{currency} value per point — what each point is worth as a discount when redeemed. For example, 0.10 means each point takes 0.10 off the total.
Minimum points to redeem — customers need at least this many points before they can redeem any.
Max points per transaction (optional) — caps how many points a customer can spend on a single booking. Leave empty for no cap.
Points expiry (optional) — the number of days a point stays valid after it’s earned. Leave empty and points never expire.

A live summary under the toggle shows your current rates, for example “1 pt per $ spent · $ 0.10 per pt redeemed”.

How customers earn points

Customers earn points automatically when an appointment is paid — the points are calculated from the amount they actually pay. If you’ve set Points expiry, each batch of earned points carries its own expiry date, and expired points are swept out automatically once past due.

Points land once, at the end — not when a deposit is paid. Where a deposit applies, paying it confirms the booking but awards nothing. The whole appointment’s points are credited in one go when the appointment is complete and paid in full. The booking page tells the customer the full figure up front (“You’ll earn 220 loyalty points for this appointment”), so what they’re quoted at checkout is what eventually appears on their balance — it just won’t appear until after the visit.

Points are earned on the money the customer actually pays. Redeemed points are a way of paying, not a discount, so a customer doesn’t earn points back on the part of the bill they covered with points. A $220 appointment paid with $16.50 of points earns on $203.50.

Customers are kept in the loop automatically: they get a points earned message (with their new balance) whenever points are awarded, and a points expiring soon heads-up about a week before a batch of points lapses. Both messages are editable — and can be turned off — under Settings → Notifications.

If a customer cancels a paid appointment, the points they earned on it are reversed.

How customers redeem points

Points discount programs: during booking, a customer with enough points (at or above your Minimum points to redeem) can apply them to reduce what they owe, up to your Max points per transaction cap. Redeeming points lowers the amount due — and, where a deposit applies, the points reduce the deposit first, dollar for dollar, with any remainder coming off the balance due at the appointment.

Fixed rewards programs: the payment step shows your reward catalogue instead of a points slider, and the customer picks one reward per booking. A reward that can’t be used right now says why — not available for this service, already used the maximum times, or not enough points yet. A free-service reward covers the service itself; add-ons and anything else still get paid as usual, and if nothing is left to pay the booking confirms without a card payment.

Rewards work everywhere points do: while booking online, on the final-payment page for a booking’s remaining balance, and at the front desk — your team sees the same reward list when charging a saved card or marking a visit paid in person. It’s one reward per booking wherever it’s redeemed. And because the program type decides how points are spent, a fixed-rewards program never shows the points slider anywhere — clients spend points on rewards, full stop.

Customers can review their balance and full points history — earned, redeemed, refunded (points returned on cancellations or no-show refunds), expired, and adjusted entries — from their account on your booking site. Fixed-rewards programs also show the catalogue there, with how many more points each reward needs. Earned entries also show their expiry date when points are set to expire.

When points are actually spent

This is the part that trips people up, so it’s worth being precise:

Points are only spent when an appointment becomes confirmed (moves to Booked) — never at the moment the customer chooses to redeem them.

When a customer selects points during booking, that choice is recorded as an intent. Their balance is not touched yet.
The points are actually deducted only when the appointment is confirmed as Booked — for example once a required deposit is paid.
If the customer abandons the booking before it’s confirmed, nothing is deducted and their full balance stays intact.

The same holds for points a customer puts toward a booking’s remaining balance: those points come out only when that payment settles, not when they pick them at checkout. And it holds for fixed rewards too — picking a reward records an intent at the quoted points cost, and the points leave the balance only when the booking is confirmed. This guarantees a customer is never charged points for an appointment that never happened, and never charged twice for the same one.

Track program performance

When loyalty is enabled, the top of the Loyalty page shows Points issued, Points redeemed, Active customers, and Total enrolled, so you can see how the program is being used.

Changing plans

If your plan no longer includes loyalty, the program winds down rather than disappearing: no new points are earned and the earning rules become read-only, but customers can still redeem the points they’ve already earned. Upgrade again to start earning. For plan details, see Plans and billing.