FAQs

This page provides answers to some of the frequently asked questions received from customers concerning the use of DoDays.

If you have any further questions or concerns about DoDays, please contact [email protected], or get in touch with your provider directly.

What information can I see on DoDays?

From your DoDays dashboard (home screen), you will be able to see:

• Family Members - basic information about your family, including the number of family members on DoDays, account admins, and the date that you joined.
• Providers - a list of the providers you're connected too.
• Schedule - an overview of any upcoming classes or events.

To the top of the page, you will see menu items for:

• My Family
• My Classes
• Account Settings

If you click on My Family you will see, to the left-hand side, details about you, the account admin. From here, you can edit your details, or add new family members. To the right, DoDays will list all existing family members. Again, there is an option to edit if any of the information is incorrect, or if you need to add medical information, for example. It is important that information on DoDays is correct and kept up-to-date so that providers can contact you should there be any changes to your classes, and are aware of any medical conditions that may affect your participation in activities.

From the My Classes page, you will be able to see all classes that your family members have booked to attend, or have attended previously. For most providers, bookings will be grouped into terms. If you click on class name you'll see all the sessions within that block. Beside each session, there will be a note to say whether the class was attended, cancelled, or missed. You will also see, to the left of the screen, additional information about your booking - number of sessions in the term, day, time, teacher, venue, and payment information. Clicking on the venue name will allow you to see more information about that venue, including details regarding parking, how to find it and gain access, changing facilities, and viewing areas.

The Account Settings page is where you will find more information about your account. This includes:

• Balances - all debits and credits that have been applied to your account, refunds paid, and any outstanding balances (more on this below).
• Payment method - the card/bank account that is registered to your account, and the ability to update it.
• Marketing preferences for each provider.

Further down the screen, you will be able to see details of your subscriptions with various providers, as well as payment history. If there are any outstanding balances, you will be able to clear them here.

Can you explain the balances, subscriptions and payment history sections

These sections can be found on the Account Settings page. The balances section simply shows which providers you have subscriptions with, the cost of your classes (debits), payments received (credits), and any refunds that have been applied. Based on this information, DoDays will calculate your balance with each provider, and will tell you your overall account balance. Your balance with individual providers will be displayed in red if you are in debit, and blue if you are in credit; your overall balance will be red for debit, and green for credit (more on this below).

Scrolling down the page, you will see subscriptions for each of your providers. For example:

Nemo Group

The monthly amount, (£44.13 pm, for example) will also be displayed, as well as the date that subscription was activated. Finally, you will see a status column, which will detail whether there are any outstanding payments, and give you the option to pay now.

The payment history section, at the bottom of the page, shows all payments that you have made to each of your providers, along with a note to say whether or not each payment has been successful.

How do I know how much I am being charged for sessions?

If you go to the My Classes section and click on one of the class names in question, you will see the per class and total term costs. Please note that the total term cost will include booking fees, but the per session cost will not. You will also be able to see details regarding how you are paying for these sessions, and the status (i.e. any outstanding payments).

Although a full term of sessions has been debited to your account, this does not necessarily mean that you are committed to all these sessions. If, for whatever reason, you decide you do not want to continue your sessions, some providers will allow you to give notice to cancel your subscription midway through the term. Please contact your provider for more information, or if you have any questions regarding class or term costs, or payments.

How are my monthly subscription payments calculated?

Instead of asking customers pay for sessions on a term-by-term of half term-by-half term basis, DoDays providers offer a monthly subscription to allow you to spread the cost of classes. Each provider will have a per session fee. To calculate your monthly subscription, they will look at how many sessions that expect you to attend should you stay with them for a full year. They then calculate how much you will spend based on this information, and divide that figure by 12.

Please note that, although the per session costs quoted on each of your term bookings does not include a booking fee, your monthly subscription will include a fee of 3.9% plus 20p.

You will only ever be charged for sessions that you have booked but, because the cost is spread across 12 months of the year, you will be asked to make payments even when you are not attending sessions for this month. This might happen if your provider runs sessions during term time only, for example.

My DoDays account says that my account is in debit; what does this mean?

The majority of DoDays providers operate a subscription-based payment model. This means that, rather than paying term-by-term, the providers will collect payment via regular monthly subscriptions. This allows you to spread the cost of classes, and removes the headache of having to rebook at the end of each term.

Towards the beginning of each term, a debit will be added to your account. This simply means that your provider has booked you onto sessions for the term ahead, and has calculated how much you owe as a result. As and when your monthly payments are collected, this debit will reduce in size. There is nothing that you need to do, so long as your provider can collect your payments each month as agreed.

There is a credit on my DoDays account; what does this mean?

As we get to the end of each term, you may notice that your account is in credit. This is because your monthly payments have now covered the cost of the existing term of sessions, and you are waiting for the next block to be added to your account. When this happens, your account will show a debit (see above).

My payment has been unsuccessful; what do I need to do next?

If, for whatever reason, a provider is unable to collect a payment from you, you will be sent an automated email from DoDays. If this happens, you will see an outstanding balance when you sign in to your DoDays account. To clear this balance, and ensure that future payments can be processed correctly, please check your account details at www.dodays.co.uk. Please note that DoDays will continue to attempt to take payment until the outstanding balance is cleared.

Please note that your payment may have failed for a number of reasons. For example:

• Your card has expired, or has been cancelled
• You have recently moved house, and the address on your DoDays account does not match that information held by your card issuer
• There are insufficient funds in your account
• Your card issuer's fraud detection team did not recognise the payment, and blocked it as a result
• If you are unsure as to what you need to do next, please contact your provider directly.

I believe that my monthly payment is incorrect; what should I do?

Please contact your provider, and they will advise.

What happens if a session is cancelled?

If a provider ever has to cancel a session, a credit will be added to your DoDays account. Your monthly payments will not be affected.

What happens if I decide I do not want to continue with my sessions with a provider?

If you decide, for whatever reason, that you do not wish to continue sessions with a provider, you will need to contact that provider directly. Some providers will require that you give notice. Once given, the provider will work out when your last session will take place, and will calculate any refunds that are owed to you; these will be paid back to your card as soon as possible.

Got any other questions?

If you cannot find the answer to your question in this document, please contact [email protected]. Any queries relating to subscriptions, payments, or bookings should be made directly to your provider.