Contracts can require a client to provide a hand-drawn signature before they complete the purchase of a membership. Clients always accept the contract by ticking an agreement box; the drawn signature is an additional requirement when you enable it.
Require a hand-drawn signature
In Clovo Studio, go to Setup > Contracts.
Create a new Contract or choose a Contract you are preparing for a membership.
Enter the title and contract text that clients need to read.
Turn on Require a hand-drawn signature.
Save the Contract.
Go to Products > Plans, enable Contracts on the relevant membership plan and select the Contract.
What clients see
Before payment, the client reviews the contract and ticks that they agree to be bound by it. They then draw their signature using a finger, stylus, mouse or trackpad before continuing to payment. This applies when the membership is purchased through the Clovo app or a landing page. Staff-assisted purchases also ask for the client’s signature when the Contract requires one.
View the signed Contract
After the purchase, you can view the Contract and its recorded acceptance from the client’s membership details in Clovo Studio. The Contract’s details and signature requirement cannot be edited after it is saved.
Important to know
Use clear, current wording in each Contract.
Attach the Contract to the correct membership plan.
Create a new Contract if you need to change the wording or signature requirement.
Make sure your process and wording meet your legal and record-keeping obligations.
Use minimum contract periods when a membership includes a minimum commitment. The client accepts the Contract before payment, and Clovo prevents cancellation until the minimum duration set on the plan has been reached.
Set the minimum membership duration
In Clovo Studio, go to Products > Plans and create a membership plan.
Choose the plan’s Billing period.
Enable Contracts.
Select the Contract that contains the terms for this membership, or create the contract text for the new plan.
Under Minimum contract periods, set how many billing periods the client must complete before the contract can end.
Set Cancellation notice period to zero if the plan does not also require notice.
Review the contract summary and save the plan.
How the minimum duration works
The minimum duration is measured using the plan’s billing period. For example, a monthly plan counts monthly periods and a quarterly plan counts quarterly periods. The minimum term does not charge the client upfront; it keeps the membership active while normal billing continues until the minimum term is reached.
Combine it with a notice period
You can use a minimum duration together with a cancellation notice period. The minimum duration controls when the client can first cancel. After that, the notice period controls the additional billing periods the client serves after cancelling. The plan summary shows the combined effect of both settings.
Important to know
Choose the billing period before setting the minimum duration.
Contract details are locked once the plan is created. Create a new plan if you need different contract terms.
Explain the minimum commitment before a client purchases the membership.
Use a cancellation notice period when a membership requires notice before it can end. The client accepts the Contract when they purchase the plan, and Clovo applies the plan’s notice rule when the client cancels.
Before you start
Decide how many billing periods of notice your membership requires. Notice is counted in the plan’s billing periods rather than in days, and memberships end at a billing boundary.
Set the cancellation notice period
In Clovo Studio, go to Products > Plans and create a membership plan.
Choose the plan’s Billing period.
Enable Contracts.
Select the Contract that contains the terms for this membership, or create the contract text for the new plan.
Under Cancellation notice period, set the number of further billing periods the client is billed for after cancelling.
Review the contract summary and save the plan.
How Clovo applies the notice period
When a client cancels, the membership continues through the billing period they are currently in. Clovo then applies the further notice periods you set, and the membership ends at the next applicable billing boundary. The client’s access and billing continue until the effective cancellation date.
Combine notice with a minimum term
You can set a minimum contract duration as well as a notice period. The minimum term controls when the client can first cancel. Once that term is met, the notice period controls how long the membership continues after cancellation.
Important to know
Set the billing period before entering the notice period so the setting is measured in the correct unit.
Contract details are locked once the plan is created. Create a new plan if you need different contract terms.
Explain the notice period and the expected end date clearly in your membership terms.
Contracts let you define the terms that apply to a membership and record the client’s agreement before they purchase. Use them to present clear membership terms, optionally require a hand-drawn signature when needed, and apply minimum terms or cancellation notice through a membership plan.
What you can do with Contracts
Write contract terms for your studio and reuse them across membership plans.
Require clients to accept the contract before payment.
Optionally ask clients to draw a signature in addition to accepting the contract.
Set a minimum membership duration on a membership plan.
Set a cancellation notice period on a membership plan.
View the contract and recorded acceptances for a membership.
Create and use a Contract
In Clovo Studio, go to Setup > Contracts.
Create a Contract with a title and the terms your clients need to read.
Optionally turn on Require a hand-drawn signature.
When you create a membership plan, go to Products > Plans, enable Contracts and select the Contract to use.
Set any minimum contract periods or cancellation notice periods for the plan, then save it.
What clients see
Before payment, clients review the contract and accept it. If the Contract requires a hand-drawn signature, they also sign using a finger, stylus, mouse or trackpad. The contract acceptance is recorded with the membership.
Important to know
Minimum contract periods and cancellation notice periods are settings on the membership plan, not on the Contract text.
Contract wording and the signature setting are final once a Contract is saved. Create another Contract if you need different wording or a different signature requirement.
Contract details are settled when a membership plan is created and cannot be changed afterwards. Create a new plan to offer different terms.
Use clear terms that suit your business and comply with applicable Australian law.
If a client attended classes before completing their membership purchase, you can move the membership start date back to include those classes.
This also moves the next renewal date earlier by the same number of days.
Before you begin
You can change the start date only while the membership is still in its first period. The option is unavailable after the membership has renewed.
The new date must:
Be today or earlier
Be earlier than the current start date
Change the start date
Open the client’s profile.
Open the relevant membership.
In the Purchased row, select Change start date.
Choose the date the membership should have started.
Select Update start date.
The membership period and renewal date are adjusted automatically.
Any eligible, non-refunded classes within the updated period are also assigned to the correct membership period.
What the client will see
If the purchase date and start date are different, the membership shows both dates. For example:
Purchased 28th August 2026 — started 20th August 2026
Billing
The payment amount remains unchanged. For recurring memberships, the next renewal moves earlier to match the new start date. No prorations are created.
The business of boutique business doesn’t always go to plan. A walk-in comes in off the street and ends up attending a mat session. A regular client stays for a class that isn’t on their usual plan. These are times when you may need to go back in history and add a booking after the fact.
Use this guide when a client attended a class but their booking was not recorded.
There are two different corrections:
Add a missing booking when no booking record exists. This can happen if a client attends a class without having booked.
Assign a period when the booking exists but its membership claim is not linked to a period. This has likely occurred because a booking has been added for a client who attended before purchasing their plan.
Add a missing booking
Find the class
Go to Classes.
For a class that has already happened, select Past Openings.
Add the missing booking
Open the relevant class opening.
Select Add Missing Booking.
If the class ran at full capacity, Add Missing Booking is disabled. This prevents the recorded attendance from exceeding the class capacity. If the class was full, check the existing bookings and reservations before making any other change.
Select who was booked
Choose the client’s account owner, or choose the relevant profile if the booking was for a child, friend, family member, or another profile.
Select Continue.
Choose how the booking was paid for
On the payment screen, choose the option that matches what happened:
Select the membership or pass that should have been used, then select Book. This creates a membership booking and deducts the appropriate credit.
Turn on Complimentary? when the class should be recorded as free and no membership credit should be used.
Use Force booking? only when staff have deliberately authorised an override, such as correcting a booking that was blocked by a normal capacity, eligibility, or booking-window rule. A forced booking can bypass normal limits, so use it carefully.
After the booking is created, open it from the class booking list and check the Booking method and Period fields.
Why a membership booking may have no period
A membership booking can exist without a period when the booking was made “on credit”. This happens when the class did not fall inside a membership period that existed at the time of booking. The booking can still be valid, but its claim has not yet been attached to a usage period.
Common causes include:
The client attended a class first and purchased a membership afterwards.
Forced bookings can also expose this situation: forcing a booking can bypass other booking limits, but it does not automatically invent a membership period.
Bookings that should not have a period
Do not try to assign a membership period to these booking types:
Complimentary bookings: no membership credit was used.
Direct payment bookings: the client paid for that class separately.
Super credit bookings: a super credit was used instead of a membership claim.
These bookings do not use a membership period, so a missing period is expected.
Assign the missing period to an existing booking
You can only use this process when the booking is membership-backed and the Period field says Not assigned to a membership period. Otherwise the assign period button will not show.
Open the booking details. You can reach it from the class opening’s booking list, the client’s booking history, or the main Bookings list.
In the Period row, confirm that the warning says Not assigned to a membership period.
Select Assign period.
In the Membership period selector, choose the correct period. The options show the membership plan and the period’s start and end dates.
Select Assign period to save the correction.
Choose the period that matches the membership the client used and the class date. If more than one membership or period is listed, check the plan name and dates carefully before saving.
When the assignment succeeds, the booking shows the period dates and plan instead of the warning.
What assigning a period changes
Assigning a period:
links the existing membership claim to the selected membership period;
marks the claim as belonging to that period rather than remaining on credit;
updates the membership allowance used for the claim; and
records the correction in the studio activity/feed history.
It does not create a second booking, take a new payment, or send a new booking confirmation to the client.
If no period is available
If the warning appears but there is no Assign period button, the client has no existing membership period available to choose. Check the client’s membership and payment history first. The booking screen can only assign an existing period; it cannot create a new membership period.
Every Clovo studio has a member-facing help centre, live right now, with no setup required. It sits on your landing page, it’s written in your studio’s voice, and it wears your branding.
The important part: it doesn’t read like Clovo documentation. There’s no “contact Clovo support”, no third-party product name in the body copy, no generic screenshots of someone else’s app. It reads as though your studio wrote it — because that’s how it’s written. Members get answers without ever leaving your world, and you stop answering “how do I cancel?” for the fourth time this week.
Where your members find it
Add /help to your landing page address, or point them at the Help link on the right-hand side of your landing page navigation. It’s there on desktop and inside the menu on mobile.
That link is always visible, alongside Schedule, Plans, Packs and your other sections — so members who are already browsing your timetable can get to it in one tap.
What’s in it
27 articles across 7 sections:
Section
Articles
Getting started
4
Your account and profile
2
Finding and booking classes
4
Managing your bookings
6
Memberships and plans
6
Checking in at the studio
1
Troubleshooting and getting help
4
The six questions members ask most — downloading the app, choosing your studio, booking a class, seeing upcoming bookings, understanding plans, and checking in — are promoted to a Start here panel at the top, so the common cases are one click from the front page.
Every article is illustrated with a phone mockup of the relevant screen, so members can match what they’re reading to what’s actually in front of them.
How it adapts to your studio
This is the part worth understanding, because it’s what makes the help centre usable as your own material rather than something generic you’d be embarrassed to send out.
Your name, throughout. Not just in the heading — in the body copy, in the step instructions, and inside the phone mockups. The studio-selection guide literally tells members to tap a tile with your name on it. Page titles and browser tabs read “Booking a class | Your Studio Help”.
Your primary colour, everywhere it should be. The buttons, selected states, active tab, progress bars and badges inside every phone mockup are drawn in your brand colour, as are the numbered step markers, the tip panels, the section icons and the “Read guide” links.
Contrast handled automatically. Two separate adjustments run behind the scenes. Text sitting on your brand colour flips between black and white depending on how dark that colour is. And where your brand colour is used as text on white, a pale colour is darkened until it’s legible. A studio with near-black branding and a studio with pale yellow branding both get a readable help centre without either of them touching a thing.
Your logo, inside the screenshots. It appears in the mockups of the sign-up screen, the Self Check-In pass, the contact screen, the studio picker and the plan purchase screen. Haven’t uploaded a logo? Those spots fall back to the first letter of your studio name on your brand colour — still yours, never a placeholder.
Your suburb. Shown under your name in the studio-picker mockup, and in the class-detail screens, so the “find us in the app” guide matches what members will really see.
Your address and phone number. Every single article carries a “Still need a hand?” card in the sidebar with your contact details. The phone number is a tap-to-call link on mobile. There’s also a branded “View our timetable” button that sends them back to your schedule rather than into a dead end.
Missing details are hidden, not left blank. No phone number on your studio record? That row simply doesn’t render. Same for your address. Members never see an empty field or a stray comma.
Navigation adapts to the content. The “More in this section” sidebar list only appears where there are other articles to show, and the previous/next links at the foot of an article disappear at the start and end of the run.
Your liability waiver. Linked in the page footer under your studio’s name, same as the rest of your landing page.
Search engines see your studio. Page titles, meta descriptions and social-share previews are all generated per studio, so an article shared into a members’ group chat surfaces with your name on it.
Change your branding, the help centre follows. Update your colour or logo under Branding and the help centre re-renders with it. There is no second place to maintain.
What stays the same for every studio
Worth knowing so you don’t promise members something the articles don’t do.
The articles do not print your specific cancellation window, penalty amounts, or plan prices. This is deliberate. Those settings are yours to change at any moment, and a help article quoting “12 hours” that’s silently wrong after you adjust it is worse than no article at all. Instead, the guides tell members exactly where in the app the real figure is shown — the booking screen and the booking detail both display their actual cut-off time before they confirm anything. The number members act on always comes from live data, never from documentation.
Similarly, articles describing waitlists cover all the ways a waitlist can behave, because that’s set per class. And no article is hidden based on features you don’t use — a member reading about gifting a membership when you don’t sell gifts is a far smaller problem than a member unable to find an article that does apply to them.
Putting it to work
A few things studios do with it:
Link it in your welcome email. New members get a place to go before their first question reaches you.
Pin it in your members’ Facebook group or wherever your community lives.
Send a single article, not the whole centre. Every article has its own address, so “here’s how to cancel” can be one link in a reply.
Keep it at the front desk. When someone asks how the app works, the answer is a link rather than a five-minute demonstration.
Use it during onboarding. The Getting started section walks a brand-new member from downloading the app to their first booking.
Frequently asked
Do I need to turn it on? No. If your landing page is live, so is your help centre.
Can I edit the articles? Not currently. They’re maintained centrally, which means they’re kept accurate as the app changes without any work from you.
Will members see Clovo branding? The articles are written in your studio’s voice and carry your branding. The app itself is named where members need to search for it in the App Store or Google Play — they do have to know what to type.
What if a member’s question isn’t covered? Every article carries your contact details in the sidebar, so the fallback is always you.
Ghost Alert helps your studio identify clients who may be drifting away, giving your team an opportunity to reach out before they leave.
By default, Ghost Alert watches six retention signals using Clovo’s recommended thresholds. You can customise which signals your studio uses and when each signal should trigger.
These settings apply across your studio and can be changed by staff with admin access.
Open the Ghost Alert settings
Log in to the dashboard
Open Operations.
Select Ghost Alerts.
Open the Customise tab.
You can customise signals while Ghost Alert is switched off. However, Clovo will not create or send Ghost Alerts until the feature is enabled under Settings → 👻 Ghost Alert.
Enable or disable a signal
Use the switch beside each signal to choose whether Ghost Alert should use it.
When a signal is switched off:
It will no longer contribute to new Ghost Alerts or Ghost Scores after the next daily check.
Its threshold settings are retained in case you switch it on again.
Existing alerts created from that signal are not removed.
You can switch off every signal, although existing unactioned alerts will remain until your team actions or mutes them.
Available signals and default settings
Signal
What it watches
Default settings
Available range
Credits expiring
A client has unused credits on a pack that expires soon.
Expires within 7 days with at least 1 unused credit.
Days: 1–14. Credits: 1–100.
Nothing booked
A client has an active membership but too few upcoming bookings.
Fewer than 1 upcoming booking, meaning nothing is booked.
1–50 upcoming bookings.
Repeated no-shows
A client has missed several booked classes without checking in.
At least 3 missed classes during the previous 30 days.
Classes: 1–20. Look-back period: 7–30 days.
Repeated cancellations
A client has cancelled several recent bookings.
At least 3 cancellations during the previous 30 days.
Cancellations: 1–50. Look-back period: 7–30 days.
App inactivity
A client with an active membership or pack has not opened the app recently.
No app activity for 5 days.
1–30 days.
Retention signal
In-app behaviour suggests the client may be considering leaving.
At least 1 retention signal during the current 14-day signal window.
1–10 signals.
Ghost Alert does not profile staff members or clients during their first seven days with your studio. These safeguards cannot be changed from the Customise screen.
Adjusting a signal’s sensitivity
Each enabled signal has one or more whole-number settings. Adjusting these values changes how easily the signal triggers.
For example:
Set Upcoming bookings required to 2 to identify active members with fewer than two upcoming bookings. This includes clients with zero or one booking.
Set Missed classes required to 2 and the Look-back period to 14 to identify clients who missed at least two classes during the previous 14 days.
Set Days before expiry to 14 and Unused credits required to 5 to focus on packs with at least five unused credits that expire within the next two weeks.
Reduce Inactive days required to identify app inactivity sooner.
Increase Retention signals required if you want Ghost Alert to wait for more evidence before raising that signal.
Lower required counts generally make a signal more sensitive. Longer look-back periods also make repeated behaviour more likely to qualify.
Save your changes
After configuring the signals:
Check that every numeric field contains a whole number within the displayed range.
Select Save changes.
Wait for the confirmation that the signals and thresholds were updated.
All numeric fields must contain valid values, including fields belonging to signals that are switched off.
Your changes are applied during the next daily Ghost Alert check, usually around 8:00 am AEST. Saving changes does not immediately create, remove or update alerts already shown on the Alerts tab.
Existing unactioned alerts remain available for your team to reach out, create a staff task or mute the alert.
Restore Clovo’s default settings
To undo your customisation, select Restore defaults.
This immediately:
Re-enables all six signals.
Restores every threshold to its default value.
Saves the restored settings for your studio.
If you receive too many or too few alerts
If Ghost Alert is too sensitive, you can:
Switch off signals that are not useful for your studio.
Increase the number of required no-shows, cancellations or retention signals.
Shorten the look-back period for repeated behaviour.
Increase the number of inactive days.
Increase the minimum number of unused credits to focus on larger remaining balances.
If Ghost Alert is missing clients you would like to see, make the opposite adjustments or restore the defaults and tune one signal at a time.
Signal customisation controls which client behaviours create alerts. The studio-wide Ghost Alert switch and each staff member’s notification preferences are managed separately.
In Clovo, instructor profiles and staff accounts are separate concepts. The reason is simple: sometimes the people running your classes don’t need access to Clovo and sometimes the people who need access to Clovo aren’t running classes.
This separation keeps things simple. Instructor profiles are public and are what your clients see in the booking apps and your landing pages when booking classes or just checking out your studio. Staff accounts are separate and used for back of house administration work.
Instructor Profile
Public
Contains a name, title and biography
Displayed on classes
Displayed on your other public surfaces
Does not give access to your Clovo admin apps or dashboard
Staff Account
Private
Used to give access to the admin features of the Clovo app and the dashboard
Linking a staff account to a public instructor profile
When you want to accept appointments by staff member in Clovo, you will need to both display a public profile of the instructor as well as have a staff account for that user where they can manage their appointments.
This is done by simply linking a public instructor profile to a staff account.
To link a profile and account:
Create a public instructor profile if not already done
Create a new staff account or edit an existing one
From the linked profile field on the create and edit staff screen, choose the profile you want to link
By default, a member can keep booking classes while a failed renewal payment is being recovered. If you’d rather pause a member’s access until they’ve paid, you can turn on Block membership on a failed payment.
This applies only to renewal payments on automatically renewable memberships. It never affects first-time purchases, credit packs, or other one-off payments.
How To Turn It On
If any members already have an unresolved failed renewal when you turn this on, they’ll be put on hold immediately.
Go to Setup > Account > Failed Payments.
Switch on Block membership on a failed payment.
What Happens When It’s Turned On
As soon as a renewal payment fails, the member’s membership is put on hold. The member can no longer use that membership to book classes. They’ll see a message letting them know a payment didn’t go through. The membership shows a Payment Hold status, so your staff can immediately see why the member can’t book. Staff can still book the member into a class manually as a complimentary booking, if needed.
How The Hold Is Released
You never have to remember to lift the hold yourself:
It’s released automatically the moment the outstanding payment goes through — whether the client pays via the payment link or Stripe successfully retries the charge. If you switch the setting back off, every membership currently on hold in your studio is released at once.
Common Questions
Does this affect new sign-ups or credit pack purchases? No. Only renewal payments on automatically renewable memberships can trigger a hold.
Can staff still let a held member into a class? Yes — staff can manually book a held member in as a complimentary booking.
What does the member see? A message explaining that a payment didn’t go through and that the membership will be usable again once the outstanding payment is made.
If I turn the setting off, does anything need cleanup? No — every membership currently on hold is released automatically as soon as you turn the setting off.
