Billing FAQ

Common questions about Petboost pricing, subscription plans, fees, payments, and billing.

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Subscription Plans

What's the difference between the plans?

Petboost offers four plans for different business stages:

Calendar Lite is for pet professionals who just need scheduling and handle payments their own way.

Business Pro adds online booking, payment processing, SMS reminders, packages, courses, and automation. Best for 1-2 person teams who want bookings, payments, reminders, and records to work together automatically. No admin staff, no spreadsheets - Petboost is your business partner.

Business Flex includes everything in Pro with higher limits: 650 appointments and 700 SMS per month, with full support for keeping your own EFTPOS terminal alongside Stripe. Best for teams outgrowing Pro's limits.

Business Max includes everything in Pro, plus unlimited appointments, the lowest booking fee rate, and 1,000 SMS/month. Best for high-volume businesses that have outgrown the conversation about limits. Unlimited appointments, the lowest fee rate, and no caps to think about.

Pro, Flex, and Max have identical features - the difference is limits and pricing model.

What is turned off on Calendar Lite?

Calendar Lite covers scheduling. These are switched off while you are on a paid Calendar Lite subscription:

• The five lifecycle automations - Pre-Hold Funds, Auto-Start, Auto-Complete, Auto-Finalise and Auto-Pay. You move appointments through their statuses and take payment yourself.
• Forms - you cannot create, edit, send, resend, archive or attach a form. Clients can still complete a form you sent them before, and their answers stay on their record.
• Change and cancellation policies - you cannot edit the business policy in Settings or a service's cancellation policy.
• Payment processing, self-service booking, SMS, and the card reader.

Appointment reminder emails and vaccination reminder emails still send on a paid Calendar Lite subscription. They do not send during the 14-day trial, and neither does SMS.

The 14-day trial runs on Calendar Lite, so the list above is switched off during it too, with one exception: you can create, edit and send forms during the trial.

How does Business pricing work?

Business Pro has a monthly subscription (the pricing page shows the current price) plus a 1.4% booking fee per transaction processed through the platform, plus Stripe processing (1.7% + $0.30 per transaction in Australia).

When your business processes $7,500 or more in Stripe payments in a billing month, the following month's plan fee is waived. A billing month starts on your subscription's renewal date. The waiver covers the plan fee only, so the booking fee still applies.

How it works (each billing month counts separately, not cumulative):

• Process $7,500 via Stripe in one billing month → the next month's plan fee = $0
• Process $7,500 via Stripe in the billing month after that → the following plan fee = $0
• And so on

What counts: Stripe payments only (Card on File, payment links, Stripe Terminal)

What doesn't count: Cash, bank transfers, External Payment Machine (your own terminal)

Is there a free trial?

Yes. Every new account starts with a 14-day free trial, and no card is needed. The trial runs on Calendar Lite, so you can set up your calendar, customers, pets, services, team and forms. Online booking, payment processing, SMS and Automatic Actions switch on when you choose Business Pro, Flex or Max in Billing. Online booking and payment processing also need Stripe Connect connected. If you do not choose a plan, the trial ends after 14 days and you are not charged.

Petboost does not send appointment reminder emails or SMS, Friday reminders, vaccination reminders, or rebooking reminders during the trial. They start once you are on a paid plan that includes them.

Communications Booster, Trips Booster and Booking X-Ray Booster cannot be activated during the trial. They unlock once you choose Business Pro, Flex or Max.

Your launch period runs from the day you sign up, not from the day your plan starts, so the 14-day trial sits inside it. For the rest of the launch period there is no Petboost booking fee: you pay your plan's monthly subscription, and Stripe's 1.7% + $0.30 on card payments. After your launch period, the standard booking fee applies. Reach your plan's threshold in card payments in a billing month and next month's plan fee is waived on top of that.

I clicked upgrade but didn't finish. What happened to my trial?

If you click "Upgrade" during your Calendar Lite trial but don't complete the Stripe Connect setup or checkout, your Calendar Lite trial may appear as cancelled even though you haven't subscribed to a paid plan yet. This is a known issue that can occur when the upgrade flow is started but not completed.

If your account is less than 14 days old: Contact the team via chat or email. We can reinstate your remaining trial days so you can continue exploring before committing. You won't lose any data, customers, pets, or settings.

If your account is more than 14 days old: Your trial period has ended. You can subscribe to Calendar Lite ($18/month) for scheduling only, or upgrade to Business Pro, Flex or Max for the full feature set including online booking, payments, and automations.

Why has my subscription price changed or gone up?

If your monthly bill is higher than expected, the most common cause is the Communications Booster add-on being activated on your account. This add-on gives you a dedicated Australian mobile number and 2-way SMS inbox, and it adds its own monthly charge to your plan. The pricing page shows the current price.

How to check:

1. Go to Settings → SMS
2. Look at the Communications Booster section
3. If it shows as active, this is the additional charge

Common scenario: A team member activates Communications Booster during setup without realising it adds a monthly charge. The account owner then sees a higher bill.

Other reasons your bill might change:

• Appointment overage fees (Business Pro: $0.40 per appointment beyond 450/month)
• SMS Power-Up Pack purchases
• Plan upgrade (e.g. Calendar Lite to Business Pro)
• Subscription waiver no longer applying (card payment volume dropped below $7,500/month)

If none of these explain the change, contact support and we will review your billing history with you.

What does the subscription waiver mean?

The subscription waiver (also called "Pro Status" or "Max Status") means your monthly subscription fee is automatically waived when you process enough card payments through Petboost.

How it works: Each billing month, which starts on your subscription's renewal date, is evaluated independently. If you process the threshold amount in card payments in a billing month, next month's plan fee is $0. The booking fee, any Power-Ups and any appointment overage are still charged. Only Stripe card payments count (Card on File, payment links, terminal). Cash, bank transfers, and external terminal payments do not count.

This is a benefit, not a requirement. If you do not reach the threshold, you simply pay the standard monthly fee. There is no penalty for missing it.

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Fees & Pricing

Are there any hidden fees?

No hidden fees.

Calendar Lite: Flat $18/month for scheduling only.

Business Pro:

• $65/month subscription (waived at $7,500+/month card payments)
• Booking fee: 1.4%
• Stripe processing: 1.7% + $0.30
• 450 appointments/month included ($0.40/extra)
• 500 SMS/month included

Business Flex:

• $135/month subscription (waived at $13,500+/month card payments)
• Booking fee: 1.4%
• Stripe processing: 1.7% + $0.30
• 650 appointments/month included ($0.50/extra)
• 700 SMS/month included

Business Max:

• $240/month subscription (waived at $20,000+/month card payments)
• Booking fee: 1.2%
• Stripe processing: 1.7% + $0.30
• Unlimited appointments
• 1,000 SMS/month included

Optional add-on: Communications Booster, a monthly add-on priced on the pricing page, for a dedicated Australian mobile number and 2-way SMS inbox. Business Pro, Flex and Max do not include it by default, so it must be activated separately.

Other optional add-ons: the Trips Booster for mobile runs and the Booking X-Ray Booster, both priced on the pricing page.

Payment links sent by SMS: when Petboost texts a client a payment link, a small fixed SMS fee is added to that payment's booking fee. Send the link by email or copy it and there is none.

All plans: No per-seat charges, no module unlock fees.

What are Petboost's processing fees?

There are two layers of fees when a customer pays by card through Petboost:

1. Booking fee (charged by Petboost):

2. Stripe processing fee (charged by Stripe):

Example on a $100 online payment (Business Pro): the booking fee is 1.4% of the $100 and Stripe's processing is 1.7% + $0.30. Both come off the payment before it reaches you.

Pass Stripe fee to customer and Pass platform fee to customer on Settings → Pricing & Payments add the fees to invoices paid by card. From 1 October 2026, card surcharging is banned in Australia on eftpos, Visa and Mastercard debit, prepaid and credit cards. See Build fees into your prices.

How does this compare to competitors?

Petboost publishes every fee on its pricing page and bills in Australian dollars, so compare its total with the total a competitor quotes you, card processing included. Petboost's plans are built for different business stages. Growing businesses start with Business Pro. Teams outgrowing Pro's limits or bringing their own payment terminal can move to Business Flex. Established high-volume operations can choose Business Max, which has no appointment allowance to go over. On all three, next month's plan fee is waived after a billing month in which your card payments through Petboost reach that plan's threshold. The pricing page has the current prices.

Can I pass fees on to customers?

From 1 October 2026, card surcharging is banned in Australia on eftpos, Visa and Mastercard debit, prepaid and credit cards. Most businesses build their processing costs into their service prices with Build Fees Into Pricing in Pricing Assistant, so the customer sees one price with no surcharge line. See Build fees into your prices.

With Business Pro, Flex and Max, Pass Stripe fee to customer and Pass platform fee to customer on Settings → Pricing & Payments add the booking fee and Stripe processing fee to invoices paid by card.

What are Stripe's fees?

Stripe charges for card processing. Australian businesses pay domestic rates:

• Online/Payment Link: 1.7% + $0.30 per transaction
• In-Person Terminal: 1.7% + $0.10 per transaction

These are Stripe's fees, separate from the Petboost booking fee. Petboost does not set or control Stripe's rates. If you have questions about Stripe's fee structure, currency conversion fees, or international card rates, contact Stripe directly.

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Communications Booster Add-on

What is Communications Booster and why am I being charged for it?

Communications Booster is an optional add-on with its own monthly charge on top of your plan. The pricing page shows the current price. It provides:

• A dedicated Australian mobile number (+61) for your business
• A full 2-way SMS inbox (customers can text you back)
• Threaded conversation view with delivery tracking
• Extra SMS credits each month, pooled with your plan credits (the pricing page shows how many)

Communications Booster is not included in Business Pro, Flex or Max by default. It must be activated manually from Settings → SMS → Communications Booster. If you see a Communications Booster charge you were not expecting, it is likely that a team member activated Communications Booster on your account.

To check if Communications Booster is active: Go to Settings → SMS and look at the Communications Booster section.

How do I deactivate Communications Booster?

1. Go to Settings → SMS
2. Open Manage on the Communications Booster card
3. Select Deactivate Communications Booster
4. Confirm the deactivation

This works whether or not your dedicated number is live yet.

Petboost releases the dedicated number. You can no longer send or receive 2-way messages on it. Existing conversation history stays on the account. One-way reminder, confirmation and payment-alert SMS on your plan stay.

Note: If you reactivate Communications Booster later, you may receive a different phone number.

Will I get a refund if I deactivate Communications Booster mid-cycle?

Yes. When you deactivate Communications Booster partway through a billing cycle, your next invoice will include a pro-rata credit for the remaining unused days. You are not charged for the full month if you deactivate early.

For example, if you deactivate Communications Booster 10 days into a 30-day billing cycle, you will receive a credit for approximately 20 days on your next invoice.

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Subscription Waiver (Pro Status)

What happens when I hit $7,500/month in card payments?

When you process $7,500 or more in card payments through Petboost in a billing month, your monthly plan fee is automatically waived for the following month.

You keep all the same features. The booking fee on card payments, any Power-Ups and any appointment overage are still charged.

Note: Only card payments (online, payment links, terminal) count towards the threshold. Cash and bank transfers don't count.

What if my card payment volume drops below $7,500/month?

If your card payment volume drops below $7,500/month, the $65 monthly fee will apply again the following month.

Each month is evaluated independently, so one slow month won't affect your status for other months. This protects you during seasonal dips while ensuring fair pricing for all.

What payments count towards the fee waiver threshold?

Only card payments processed through Petboost count:

✅ Counts:

• Online payments (customers paying with saved card)
• Payment links (sent via SMS or email)
• Card reader payments

❌ Doesn't Count:

• Cash payments
• Bank transfers

Why? Card payments generate transaction fees, which fund the platform at scale. When you process enough card payments, those fees cover your subscription cost.

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Payments & Stripe Setup

How do I set up Stripe/payments?

Setting up payment processing takes about 5-8 minutes:

1. Go to Settings → Pricing & Payments
2. Click Connect Stripe (or complete the Stripe Connect setup if prompted during upgrade)
3. Follow the Stripe Connect onboarding flow:
   • Enter your business details (name, ABN, address)
   • Provide your bank account details for payouts
   • Verify your identity (driver's licence or passport)
4. Once connected, Stripe will show as Active in your payment settings

Requirements:

• Business Pro, Flex, or Max subscription (Calendar Lite does not include payment processing)
• An Australian bank account for receiving payouts
• A valid ABN

After connecting Stripe, you can:

• Accept Card on File payments
• Send SMS payment links
• Set up auto-charge and pre-authorisation
• Connect a Stripe card reader for in-person payments

If you encounter issues during Stripe Connect setup (identity verification, bank account problems), contact Stripe Support at https://support.stripe.com/.

Do I need Stripe Connect for Business Pro or Max?

Yes. Business Pro, Flex, Max, and Enterprise require Stripe Connect to process payments and enable self-service bookings. This is mandatory, not optional. Without Stripe Connect, self-service online booking, payment processing, no-show protection, and auto-pay cannot function.

During onboarding, you'll be guided through connecting your Stripe account. It takes about 5-8 minutes. Have your photo ID, ABN, and bank BSB and account number ready.

Stripe Connect securely links your bank account to Petboost, enabling auto-charging, payment links, pre-authorisation holds, and branded invoices.

You can still use your own EFTPOS or payment processor for in-person payments. Stripe sits alongside that. Connecting it lets you optionally store cards on file so you can charge no-shows and cancellations.

If you don't need payment processing or self-service booking, Calendar Lite ($18/month) is available for scheduling only.

The Stripe popup / window won't go away

That full-screen step stays until you finish Stripe Connect. It is not a bug and it cannot be dismissed.

Business Pro, Flex, Max, and Enterprise require Stripe Connect as part of account setup. It takes about 5-8 minutes.

1. Have your photo ID, ABN, and bank BSB and account number ready.
2. Tick I'm ready to set up Stripe!
3. Select Connect with Stripe and complete the Stripe steps.

Once Stripe is connected, the step closes and you can keep setting up the rest of your account.

If Stripe finishes but the Petboost step is still there after you come back, ask the team in chat.

Checkout and charge isn't working

If you are unable to charge a customer or complete a checkout, work through these steps:

1. Check Stripe connection status:

• Go to Settings → Pricing & Payments
• Confirm Stripe shows as Connected and Active
• If Stripe shows as disconnected or pending, reconnect by following the Stripe Connect setup

2. Check for Stripe account issues:

• Log into your Stripe Dashboard
• Look for any alerts or banners about verification, restrictions, or pending requirements
• If Stripe has restricted your account (e.g. identity verification needed), you must resolve this directly with Stripe before payments can process

3. Check the customer's payment method:

• Does the customer have a valid card on file? Check their profile under Customers & Pets
• Has the card expired? Ask the customer to update their card via the Pet Owner Portal or send them a Quick Login Link
• Has the card been declined previously? Try a different payment method

4. Check the appointment status:

• The appointment must be in a billable status (Completed, Ready to Pay, or similar) before a charge can be processed
• If the appointment is still in a draft, pending, or cancelled state, it may not allow payment

5. Try an alternative payment method:

• Send a payment link via SMS (the customer enters their card details fresh)
• Use the card reader for an in-person payment
• Record a cash or bank transfer payment manually

If none of these resolve the issue, contact Petboost support with the appointment details and any error messages you see.

Can I use my bank-supplied EFTPOS terminal instead of Stripe?

Yes! While Petboost integrates with Stripe for automated card payments, you can keep using your existing terminal (Smart Pay, Square, bank EFTPOS). Here's how it works:

1. Set up Stripe anyway: Required to activate Business Pro features (online booking, Card on File, no-show protection)
2. Use your terminal for in-person payments: Process payment as normal
3. Record in Petboost: Select Other EFTPOS as the payment method when marking the invoice as paid

Stripe vs External: The trade-off

Card surcharges: From 1 October 2026, card surcharging is banned in Australia on eftpos, Visa and Mastercard debit, prepaid and credit cards. See Build fees into your prices.

The $7,500 subscription waiver: Process $7,500+ via Stripe in a billing month → next month's $65 plan fee is waived. Each month counts separately (not cumulative). External Payment Machine transactions don't count.

Can customers pay with PayPal or other services?

Currently, Petboost supports Stripe (card payments), bank transfer, and cash/check (manual). PayPal integration is not available.

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Payment Links, Card on File & Charging Customers

What's the difference between Card on File and payment links?

Card on File means a customer has saved their card details in Petboost (via the Pet Owner Portal or a previous payment). Once a card is on file, you can:

• Auto-charge the customer after each appointment (using Automatic Actions)
• Charge manually from the appointment payment section
• Pre-authorise funds before appointments for no-show protection

Payment links are one-time secure Stripe payment URLs sent to the customer via SMS or email. The customer clicks the link, enters their card details, and pays. Payment links are useful when:

• The customer does not have a card on file
• The customer's saved card was declined and they need to use a different card
• You want to collect payment for a cancellation fee
• You need to charge a customer who is not present

In short: Card on File is for repeat, automated payments. Payment links are for one-off collections or when no card is saved.

How do I send a payment link to a customer?

1. Open the appointment you want to collect payment for
2. In the Payment section, select Secure Payment Link. Under Deliver Link By, select SMS, then select $X • Send by SMS, check the preview and select Send Payment Link • $X
3. The customer receives an SMS with a secure Stripe payment link
4. They tap the link, enter their card details, and pay
5. Payment is recorded automatically in Petboost

Payment links can also be sent from the customer's profile for non-appointment charges (e.g. outstanding balances, cancellation fees).

Note: Sending a payment link uses one SMS credit. The customer must already exist on the account, with a valid Australian mobile number on their profile. A payment link does not create a customer or pet record. For a walk-in with no record, add the customer and pet first, then send the link, or take payment in person on your Stripe card reader.

Can I charge a customer without a card on file?

Yes. You have several options:

1. Send a payment link - The customer receives an SMS with a secure link to enter their card details and pay. This is the most common approach for customers without a saved card.
2. Use the card reader - If the customer is present, charge them in person on your Stripe card reader.
3. Record a manual payment - If the customer pays by cash, bank transfer, or their own EFTPOS terminal, record it manually in the appointment payment section.

The only method that requires a card on file is auto-charge (Automatic Actions) and pre-authorisation. All other payment methods work without a saved card.

Who owes me money? How do I find unpaid invoices?

To see outstanding payments across your business:

1. Go to Mission Control
2. Look at the Attention Required section - this highlights appointments with payment issues (declined cards, unpaid invoices, failed pre-authorisations), and quick sales and package purchases awaiting payment (unpaid payment links, package bank transfers not yet marked as paid)
3. You can also filter the Appointments view by payment status to see all unpaid or partially paid appointments

For a specific customer:

1. Go to Customers & Pets
2. Open the customer's profile
3. Check the Appointments tab - each appointment shows its payment status
4. Check the Sales tab for quick sales marked Pending Payment, and Wallet > Packages for purchases marked Awaiting Payment

Tips for reducing unpaid invoices:

• Enable Card on File requirement for online bookings - customers must save a card before they can book
• Turn on auto-charge via Automatic Actions - cards are charged automatically after each service
• Use pre-authorisation - hold funds 72 hours before appointments to protect against no-shows
• Send payment links promptly for any declined or outstanding amounts

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Declined Payments

What happens when a customer's payment is declined?

When a card payment is declined, Petboost notifies both you and the customer:

What the business sees:

• The appointment shows a Payment Declined status
• The appointment appears in Mission Control → Attention Required
• You receive a notification alerting you to the failed payment

What the customer sees:

• The customer receives an automatic SMS or email notification that their payment could not be processed
• They are prompted to update their payment method via the Pet Owner Portal

What to do next:

1. Wait briefly - Sometimes the customer updates their card after receiving the notification
2. Retry the card - Open the appointment and click Retry Card Payment
3. Send a payment link - If the retry fails, send a fresh payment link so the customer can enter different card details
4. Contact the customer - If they are unresponsive, reach out directly
5. Use an alternative - Take payment via card reader or cash if the customer is present

Common decline reasons: Insufficient funds, expired card, card blocked by bank, daily limit exceeded. The specific reason comes from the customer's bank, not from Petboost or Stripe. If the customer needs details, they should contact their bank directly.

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Refunds & Disputes

How do I process a refund?

1. Open the paid appointment
2. In the Payment section, click Issue Refund
3. Choose refund type:
   • Full Refund - returns the entire amount
   • Partial Refund - enter the specific amount to refund
4. Add a reason (for your records)
5. Click Process Refund

Refund timing:

• Funds typically return to the customer's account in 3-5 business days
• The refund appears in your Stripe dashboard
• The customer receives an email confirmation

Important notes:

• Stripe's processing fees are not refunded when you issue a refund
• Refunds reduce your card payment volume for subscription waiver threshold calculations
• Card reader payments refund the same way as any other card payment. Open the appointment and use Issue Refund

How do I handle payment disputes?

A payment dispute (chargeback) occurs when a customer contacts their bank to reverse a charge. Disputes are handled by Stripe and the customer's bank, not by Petboost.

If you receive a dispute notification:

1. Log into your Stripe Dashboard
2. Navigate to the Disputes section
3. Review the dispute details and deadline for response
4. Submit evidence (signed agreements, appointment records, communication history)
5. Stripe manages the process with the card network

What Petboost can help with:

• Locating the original appointment and payment history
• Generating receipts and service records for your evidence submission
• Explaining what happened from the appointment timeline

What Petboost cannot do:

• Influence the dispute outcome (this is between Stripe, the bank, and the card network)
• Access or manage your Stripe disputes directly

Prevention tips:

• Use clear service descriptions on invoices
• Keep digital agreements and waivers signed (Petboost's digital agreement feature)
• Maintain good communication records with customers
• Issue refunds promptly when appropriate - this avoids disputes entirely

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Payouts & Stripe Dashboard

How do I see my payout history?

Payouts (the money Stripe transfers from your Stripe account to your bank account) can be viewed in two places:

In Petboost:

1. Go to Settings → Stripe Payouts
2. Open Payout History
3. Expand a payout to see card sales, Stripe fees, Petboost fees, and the net transferred

In Stripe Dashboard (more detail):

1. Log into your Stripe Dashboard
2. Go to Balance → Payouts
3. View full payout history with individual transaction breakdowns

Payout schedule: By default, Stripe pays out on a rolling basis (typically every 1-2 business days in Australia). You can adjust your payout schedule in your Stripe Dashboard settings.

If a payout is missing or delayed: This is a Stripe matter. Contact Stripe Support at https://support.stripe.com/ - they can investigate the bank transfer status. Petboost does not control payout timing or bank transfers.

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Appointments & Limits

How do appointment limits work?

Business Pro includes 450 appointments per month. Business Flex includes 650 appointments per month. Each additional appointment beyond the included limit incurs a fee ($0.40 on Pro, $0.50 on Flex). The count resets at the start of each billing cycle.

What counts as an appointment?

Each booking counts as one appointment, however many pets are on it, so a booking for 3 pets counts as 1 appointment. Each date you book is its own appointment, including each visit in a recurring series. A boarding stay counts once, however many nights it runs. Cancelled and declined appointments do not count.

How do I track my appointment usage?

View your appointment count in Billing. You can see:

• Appointments used this month
• Remaining included appointments
• Overage fees incurred

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SMS

How much SMS is included?

What happens if I exceed my SMS allocation?

If you exceed your monthly SMS allocation, you can purchase SMS Power-Up Packs for additional messages.

Is SMS included?

Business Pro includes 500 SMS/month. Business Flex includes 700 SMS/month. Business Max includes 1,000 SMS/month. Most businesses never hit these limits.

Calendar Lite uses email notifications only.

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Team Members

Are team members extra?

No. Unlimited team members are included at no extra cost on all plans. Add as many staff as you need without per-seat charges, unlike most competitors who charge $10-30 per additional user.

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Plan Changes

Can I change plans mid-month?

Yes.

Upgrades take effect immediately with prorated billing.

Downgrades take effect at the end of your current billing period.

What do I lose if I downgrade to Calendar Lite?

Downgrading from Business Pro/Flex/Max to Calendar Lite means you lose access to:

• Self-service online booking portal
• Payment processing (Stripe)
• SMS notifications
• Automatic Actions (auto-pay, auto-complete)
• Packages (prepaid bundles)
• Courses (group management)

You keep:

• Scheduling and calendar
• Customer and pet profiles
• Team management
• Email notifications

Is there a contract or commitment?

No long-term contracts. Monthly billing. Cancel anytime with no cancellation fees.

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Billing & Invoices

When am I billed?

Subscription fees are billed monthly on your billing anniversary date. Transaction fees are included in your monthly invoice.

If you have the Communications Booster add-on active, its monthly charge appears on the same invoice as your subscription fee.

How do I view my invoices?

1. Navigate to Billing
2. View Payment History section
3. Download individual invoices as PDF

Can I change my payment method?

Yes. Update your payment method in Billing → Payment Method.

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Cancellation

How do I cancel my subscription?

1. Go to Billing
2. Select Cancel. That opens Export Your Data first so you can download CSVs
3. On Take your data with you, export what you need, then select Cancel again to open the Stripe portal
4. Finish the cancellation there

See Export Your Data.

I want to close my account. How do I export my data first?

Open Billing and select Cancel (or Export your data if you already have no subscription). Download the CSV cards on Take your data with you. See Export Your Data.

What happens to my data if I cancel?

Your data is retained for 90 days after cancellation. During this period, you can reactivate your account with all data intact.

After 90 days, data is archived and eventually deleted per our data retention policy.

Can I pause instead of cancel?

Contact support to discuss pausing your subscription. We can work with you on seasonal or temporary arrangements.

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Statements and accounting

How do I get a sales report or statement for the financial year?

A statement for your accountant is a PDF from Billing. Reporting & Intelligence is a look at the year's sales, not a tax document.

If you are not sure which you need, decide whether you are giving figures to an accountant or looking at the year yourself.

Download the statement for your accountant

1. Open Billing
2. Select Invoices & Payment
3. Switch the view to EOFY (or Monthly / Quarterly if you need a shorter period)
4. Expand the financial year you need
5. Select Download FY Statement

The PDF uses charge dates. It splits card payments into appointments, package sales, quick sales, and membership payments, and shows Stripe fees, Petboost fees, and net after fees. Those figures will not match one bank deposit.

Look at the year's sales in Reporting

1. Open Reporting & Intelligence
2. Select the Financial tab
3. Set the date range to the financial year (1 July to 30 June in Australia)
4. Read the sales report, or select Export for a CSV of date and revenue

Petboost is not accounting software. The Billing statement and Reporting figures only cover payments recorded in Petboost. Actual earnings can vary for any payments collected outside Petboost, such as cash, bank transfer, or another payment machine.

Does Petboost replace my accounting software?

No. Petboost is not accounting software. Petboost collects and catalogues payments through Stripe. Your accountant handles the accounting in Xero or QuickBooks.

What Petboost does:

• Collects payments via Stripe (Card on File, SMS links, packages)
• Generates professional PDF invoices with ABN and GST
• Provides on-demand receipts from Customer Portal

What your accountant does (outside Petboost):

• Connects Stripe Bank Feeds to Xero (configured in Xero)
• Categorises deposits as Sales/Revenue
• Handles BAS lodgement using the clean data

Most Australian accountants already use Xero, and Stripe Bank Feeds connect to it.

How do I show total sales, fees, and the amount transferred to my bank?

If you need the figures for one bank deposit, open Settings > Stripe Payouts, find the payout by arrival date, and expand it. The summary shows card sales, Stripe fees, Petboost fees, and net transferred.

If you need the same fee split for a month, quarter, or financial year, open Billing, then the Invoices & Payment tab, switch the view to Monthly, Quarterly, or EOFY, expand the period, and read Card sales this period. Select Download FY Statement (or the matching month or quarter button) for a PDF of that recon. The PDF splits card payments into appointments, package sales, quick sales, and membership payments. Those figures use charge dates, so they will not match one deposit.

Reporting & Intelligence shows sales by appointment date. Its fee breakdown is estimated and will not match the bank. See How do I get a sales report or statement for the financial year?.

How do I give my accountant what they need?

Option 1: Stripe Bank Feeds (Recommended) Connect Stripe to Xero for automatic data flow. Every Stripe deposit appears in Xero automatically. Your accountant categorises deposits as Sales/Revenue.

Option 2: Export from Stripe Log in to Stripe Dashboard → Reports → Export payment data → Share with accountant.

Option 3: PDF Invoices from Petboost Go to Customers & Pets → Customer Profile → Appointments → Click "Receipt" → Download PDF with ABN and GST.

What if a customer needs an invoice or receipt?

Petboost generates professional PDF invoices with your ABN, GST breakdown, and itemised services.

Customer self-service:

1. Log in to Customer Portal
2. Go to Appointments
3. Click "Receipt" on any paid appointment
4. Download PDF

Staff-generated receipts: Go to Customers & Pets → Customer Profile → Appointments → Click "Receipt"

My bookkeeper has questions. What do I tell them?

Share this guide with your bookkeeper. The key points:

• Petboost handles payment collection. It is not accounting software. Cash, bank transfer, and other payment machines collected outside Petboost will not appear in Stripe Bank Feeds.
• Stripe Bank Feeds send card payouts to Xero automatically (configured in Xero)
• PDF invoices are available on demand, with ABN and GST
• Your bookkeeper categorises deposits as Sales/Revenue

For tax invoice requirements: the ATO only requires you to issue a tax invoice within 28 days if a customer requests one. Petboost generates compliant receipts on-demand.

For a full explanation, see Payments and tax compliance.

How do Petboost Packages reduce admin?

Petboost Packages flip the traditional model:

Customer pays upfront → Credits tracked automatically → Credits deduct on booking → Done!

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Related Articles

• How do I get a sales report or statement for the financial year?
• Payments and tax compliance - Reducing payment admin
• Billing Overview - Plan comparison and pricing
• Subscription Waiver (Pro Status) - How the waiver works
• Payment Settings - Configure payment processing
• Fixing Invoice Problems - Refunds, adjustments, and payment issues
• When to Contact Stripe Support - Disputes, payouts, verification, and Stripe matters
• Card Reader Setup - In-person payments with a Stripe card reader
• Communications Booster and 2-Way SMS - Dedicated number and 2-way inbox

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Need help? Contact support or click the "Get Help" button in your dashboard to chat with our team.