Help & support

1. How to reach us

One address for everything: contact@clubpass.space. We reply within 2 working days (Monday to Friday).

So we can sort it out first time, tell us:

• the phone number on your ClubPass account;
• the name of the club involved, if there is one;
• the date and amount of the payment, if it is about a top-up;
• the first name of the child involved, if it is about a booking.

Never send us your password, or a photo of an ID card or a bank card — we will never ask you for them.

2. Topping up your wallet with cash

At launch, top-ups are made in cash, at a partner club's desk.

• Go to the club's reception and give the phone number on your ClubPass account, and the amount you want to add.
• The club records the top-up and takes the cash.
• The credits reach your wallet immediately — open the Wallet tab to check the new balance.

Credits added this way can be spent at every partner club, not only the one where you paid.

You can top up even before you have created your account: the top-up is attached to your phone number, and the balance reaches you as soon as you sign up with that same number.

You will not get a notification when the credits land — check the balance in the app.

3. I paid in cash but my credits did not arrive

Start with these two checks:

• Close and reopen the app, then look at the balance in the Wallet tab — the club records the top-up, and it may not show until the screen refreshes.
• Check the phone number you gave the club. If a digit was mistyped, or you signed up with a different number, the credits are waiting on that other number.

If the balance is still wrong, email contact@clubpass.space with the club, the date, the time and the amount you paid, plus the phone number you gave the club. If the app showed you a payment code starting with CP-, include that too.

We check with the club and credit your wallet manually. Keep your receipt, or whatever proof the club gave you, until the balance is right.

4. Cancelling or changing a booking

The app cannot yet cancel a confirmed booking. To cancel or move a session:

• Contact the club directly — the club runs its own schedule and its own seats. If the club cancels the session at its end, the credits are returned to your wallet automatically.
• Email contact@clubpass.space if you cannot reach the club, and we will pass it on.

Three things worth knowing:

• A request your child sent that you have not approved yet is not a booking: you can decline it from your profile, and no credits are taken.
• A session the club has already checked in can no longer be cancelled or refunded.
• There is no reschedule feature: if the club offers you another slot, the session is cancelled and booked again.

It is the club that decides whether a session can still be cancelled or moved.

5. How parent approval works

Children never book on their own, and never spend credits on their own.

• In the kid view, your child browses activities and sends a request. No seat is held and no credits are taken at that point.
• You get a notification, and the request appears in the Profile tab, in the block of requests waiting for approval.
• Approving books the seat and takes the credits. Declining takes nothing.

The kid view is set up on your phone and protected by a 4-digit code that you choose the first time. That code is what returns the app to the parent view, so keep it to yourself. It is stored on the device only: if you forget it, reinstall the app and sign in again to set a new one.

6. Deleting your account

You can delete your account and every child profile at any time, from inside the app or by email. The steps, and exactly what is erased, are on the Delete your account page.

For any other question about your data — access, correction, export — email contact@clubpass.space. Our Privacy notice sets out your rights.