Frequently Asked Questions

Yes - the KeepMyBooking app is free to download and free to use as a customer. Simply search for KeepMyBooking on the App Store (iOS) or Google Play (Android) and tap Install.

Open the app and tap Create Account. Enter your email address, set a password, confirm the password, tick the Terms of Service and Privacy Policy checkbox, then tap Sign Up. Alternatively, tap the Google button to sign up with your Google account in one step.

Yes. On the Create Account or Sign In screen, tap the Google button. You will be asked to select your Google account and grant permission. No password is required.

On the Sign In screen, tap Forgot Password. Enter your registered email address and follow the instructions sent to your inbox to reset your password.

Go to Profile (bottom navigation) and tap Update Profile Details. Edit your First Name, Last Name, Date of Birth, Gender, or Phone Number, then tap Update Profile to save.

Go to Profile and tap the camera icon on your profile picture. Select a photo from your device library or take a new photo to update it.

Your region determines the currency used for prices and connects you to the nearest server for faster performance. Tap the globe icon on the Profile screen to access Select Region. You can tap Detect My Region for automatic detection or select your country manually.

From the Home screen, use the Search bar to search by business name or service type. You can also browse by tapping a category tile under Browse by Category - Hair & Beauty, Events, Vehicle Services, Clubs & Sport, Health & Fitness, or Professional Services.

After tapping the Search bar, tap the filter icon to open Search Filters. You can:

• Filter by Category
• Sort by Most Booked / Distance / Rating / Name (A–Z)
• Toggle Search Radius to limit results by distance
• Set a Minimum Rating using the slider

Tap Apply Filters to update results.

Featured businesses are the most-booked businesses currently on the platform. Swipe left and right to browse them. These are not paid placements - they reflect actual booking popularity.

On the Home screen or a business listing, tap the heart icon on the business card. The business will be saved to My Favorites, accessible from the Profile screen.

• Tap on a business to open its profile, then tap Book.
• Step 1 - Select a service: tap View Products to expand, then select the product you want.
• Step 2 - Select a date and time: tap the calendar, choose an available date, tap OK, then tap a time slot.
• Step 3 - Confirm booking: review the summary, add a coupon code or notes if needed, then tap Confirm Booking.

On the Confirm Booking screen (Step 3), scroll down to the Coupon Code section. Enter your code (e.g. SAVE20) and tap Apply. The discount will be applied to your booking total before you confirm.

Yes. On the Confirm Booking screen (Step 3), scroll down to the Additional Notes field. Type any special requests, requirements, or information for the business, then tap Confirm Booking.

Greyed-out dates are not available for the service you have selected. This could be because:

• The business is closed on that day
• That day is fully booked
• The service is only available on specific days as configured by the merchant

Try selecting a different date or check the business’s operating hours.

If no time slots appear, that date is likely fully booked. Try selecting a different date. If the problem persists, the business may not have configured availability for that period - you can contact them directly via Messages.

Cancellation policies are set individually by each business. If a cancellation fee applies, it will be shown in an orange Cancellation notice on the Confirm Booking screen before you confirm. Always read this carefully before proceeding. To cancel a booking, go to Schedule, find the booking, and follow the cancellation steps.

Tap Schedule in the bottom navigation bar. The Upcoming tab shows all confirmed future bookings with their date, time, duration, cost, and status badge. Tap Past to see completed or cancelled bookings.

• Confirmed (green) - the business has accepted your booking.
• Pending Payment (amber) - awaiting payment before the booking is confirmed.
• Cancelled (red) - the booking was cancelled by you or the business.
• Refunded (grey) - a refund has been issued for this booking.

On the Schedule screen, tap any of the filter chips at the top: All, Pending Payment, Confirmed, Refunded, or Today. You can also tap Filter for advanced options.

Yes. The app sends Appointment Reminder notifications before your upcoming bookings. These appear in the Notifications screen with a calendar icon and are tagged as Personal notifications.

Tap Notifications in the bottom navigation bar. Use the filter tabs (All / Personal / Business) to view specific types. Tap the filter icon for additional Category options (Appointments or Payments). Tap the double-tick icon at the top right to mark all as read.

Tap Messages in the bottom navigation bar. Tap on the business conversation in the list to open the chat thread. Type your message and send. Use Messages to ask questions, discuss requirements, or follow up on a booking.

Yes. You can start a conversation with any business from their profile page. Use this to ask about availability, specific service details, or any special requirements before committing to a booking.

Go to Profile and tap Payment Methods. From here you can add, remove, or update credit or debit cards. Saved cards allow for faster checkout when making bookings.

Yes. All payment processing is handled by Stripe, a world-class PCI-compliant payment provider. KeepMyBooking does not store your card details directly on its servers.

Refund eligibility depends on the individual business’s cancellation policy. If you believe you are entitled to a refund, contact the business via Messages. If you cannot resolve it directly, contact KeepMyBooking support at [email protected].

Yes. One KeepMyBooking account supports both roles. From the Profile screen, scroll down to the Business Management section to access or create your business page. Your personal booking history and business management are both accessible from the same login.

• Go to Profile → Business Management → Create New Business Page.
• Complete the 4-step setup: Basic Info, Contact Information, Location, Review & Submit.
• Once submitted, complete all 7 publication requirements in Manage Business.
• Tap Publish to submit your page for admin review.

• Business Name - your trading name as it will appear to customers.
• Description - a clear summary of your business and services (max 1,000 characters).
• Category - select the most relevant category from the dropdown.
• Owner Name, Phone Number, and Email Address.
• ABN (Australian Business Number) or equivalent registration number.
• Business address and GPS coordinates.
• Profile image, cover image, and at least one bookable product.
• Connected Stripe payment account.

Current categories are: Hair & Beauty, Events & Studios, Vehicle Services, Clubs & Sport, Health & Fitness, and Professional Services. Select the category that best describes your primary service offering.

An ABN (Australian Business Number) is an 11-digit number issued by the Australian Business Register (ABR). You can find yours at abr.business.gov.au. Enter it without spaces in the Registration Number field. Your ABN will be verified against the ABR during the review process.

• Option A - Use Current Location: tap Use Current Location if you are physically at your business premises and your device GPS is enabled.
• Option B - Google Maps: tap Open Google Maps, navigate to your address, long-press on the exact location, and copy the coordinates (e.g. -33.8267, 151.2093) from the search bar.
• Option C - Plus Code: in Google Maps, tap your location, scroll to find the Plus Code, copy it, and paste into the Plus Code field in the app.

Once entered, tap Save to confirm.

Yes. On any step of the setup process, tap Previous to return to the prior step and edit your details. On the final Review step (Step 4), you can review all information and tap Previous to correct any errors before tapping Create / Submit.

Your page enters an admin review queue. KeepMyBooking aims to review new submissions within 2–3 business days. You will be notified of the outcome. During this time you can continue completing your business profile in Manage Business.

Your business page must satisfy all 7 publication requirements and be submitted for admin review before it becomes visible to customers. Go to Manage Business and check your checklist progress. All 7 items must show as complete (7/7 - 100%) before the Publish button is available.

• Requirement 1 - At least one timeslot configured.
• Requirement 2 - At least one service created and approved.
• Requirement 3 - At least one sub-service added.
• Requirement 4 - At least one bookable product with price.
• Requirement 5 - Profile image uploaded and approved.
• Requirement 6 - Cover image uploaded and approved.
• Requirement 7 - Stripe payment account connected and verified.

A timeslot defines when your business is available to accept bookings. Go to Manage Business → Services & Products → Manage Timeslots → + Add New Timeslot. Choose between Time-Based (fixed appointment times) or Number-Based (queue-style). Set the time window, days of the week, and booking window.

• Time-Based - appointments are scheduled at fixed time intervals (e.g. every hour). Best for services with predictable durations such as massage, physio, and haircuts.
• Number-Based - customers are assigned a queue number with no fixed appointment time. Best for walk-in style businesses such as barbers, mechanics, and high-volume services.

• Service - a top-level category grouping related offerings (e.g. ‘Thermal Pool’ or ‘Massage’).
• Sub-Service - a specific named offering under a service (e.g. ‘Private Thermal Pool’ under ‘Thermal Pool’).
• Product - the actual bookable item a customer selects and pays for (e.g. ‘60-min Private Session - $95’). Products sit under sub-services and are linked to a timeslot.

• Profile Image - your business logo or a professional photo. Appears in search results and your profile header.
• Cover Image - a wide banner image. Appears at the top of your business profile page.
• Gallery Images (optional) - additional photos to showcase your space, services, or products.

Certain fields - including your business name, description, category, images, and ABN - require admin review to ensure accuracy and maintain platform quality. Changes to these fields are submitted for review when you tap Save Changes or Publish. Other fields such as Operating Hours save automatically.

Go to Manage Business → Services & Products → Manage Holidays → + Add Holiday. Select the start and end date of the closure. For a single day, set both dates the same. Optionally add a holiday name. Tap Add to save - those dates will no longer be available for customer bookings.

Go to Manage Business → Operating Hours tab. Each day of the week is listed with a toggle. Tap the toggle to switch a day from Closed to Open, then set your Open Time and Close Time. Tap Save to confirm. Changes save automatically - no Save Changes button required.

Go to Manage Business → Coupons tab → + Add Coupon. Set the discount type (percentage or fixed amount), discount value, usage limit, minimum order amount, and validity period. Tap Create to save. The coupon code is immediately available for customers to use at checkout.

Yes. Go to Manage Business → Settings tab → Google Calendar Integration → Connect. Sign in to your Google account and grant permission. Once connected, all new confirmed customer bookings will automatically appear as events in your Google Calendar.

Go to Manage Business → Settings tab → Cancellation Policies → + Add Policy. Configure the cancellation window (hours before appointment), the late cancellation fee (percentage of booking value), and the no-show fee.

Yes. Go to Manage Business → Settings tab → toggle Private Business Page to On. When private, your page is hidden from public search. Only customers you have directly shared your profile link with can find and book with you.

Go to Manage Business → Team & Access tab → + Add Member. Enter the team member’s email address (they must already have a KeepMyBooking account), select their role, and tap Add Member.

VIP members are designated customers who get early booking access - they can book appointments earlier in advance than regular customers. Go to Team & Access → Manage VIP → + Add VIP. Enter the customer’s email address. The VIP Benefits Preview shows exactly what advantage they receive.

• Go to Manage Business → Settings → Payment Settings → Setup Stripe Payment.
• Enter the email for your Stripe account (or tap Use Business Email).
• Tap Continue - Stripe will send a verification email.
• Open the email, follow the verification link, and complete Stripe onboarding (banking details, identity verification).
• Return to the app - the warning will be replaced with a connected confirmation.
• Your checklist progress will update to 7/7 - 100% complete.

Go to Manage Business → Settings → Danger Zone → Delete Business Page. This permanently deletes your entire business page including all services, products, booking history, and associated data. This cannot be undone.

The Business Mode home screen displays your current star rating and number of customer reviews. Tapping Analytics gives access to the full business performance dashboard - this feature requires a Premium Analytics subscription (A$10.00/month).

Premium Analytics provides access to your business performance dashboard, showing booking trends, revenue data, customer insights, and other metrics to help you understand and grow your business. The subscription is A$10.00/month and can be managed from the Analytics section in Business Mode.

From the Business Mode home screen, tap Test Booking Experience. This opens your public profile and booking flow exactly as a customer would see it, allowing you to review your listing and ensure everything is correct before going live.

Ensure location permissions are enabled for the KeepMyBooking app in your device Settings. If using Use Current Location to set your business GPS coordinates, you must be physically at your business premises with GPS enabled. If detection fails, use Option B (Google Maps) or Option C (Plus Code) to enter coordinates manually.

KeepMyBooking will notify you of the reason for rejection. Common reasons include an incomplete description, low-quality images, unverifiable ABN, or content that doesn’t meet platform guidelines. Update the relevant fields and re-submit by tapping Save Changes then Publish again.

The Publish button only becomes active once all 7 publication requirements are complete (checklist shows 7/7 - 100%). Check your checklist in Manage Business and complete any outstanding items. If all items appear complete but the button is still inactive, try saving any unsaved changes first.

• Confirm your business page has been published and admin-approved.
• Check that Private Business Page is toggled Off in Settings.
• Verify your business category is correct - customers may be filtering by category.
• Ensure your GPS coordinates are accurate so your business appears in distance-based searches.
• Ask the customer to try searching your exact business name.

Check that your payment method is correctly set up under Profile → Payment Methods. Ensure you have a valid card saved. If the issue persists, contact support at [email protected] with a description of the error and the business and service you were trying to book.

Contact the support team by email at [email protected]. The team aims to respond within 48 hours on weekdays. You can also visit keepmybooking.com for FAQs and help articles. Phone: +61 2 8456 7107