Finance, prices and payments

02

Setting up online payments

Online payments are optional; you can activate them in Trely if you work in a eurozone country (in EUR) or Czechia (in CZK). First choose your business country; neither country nor currency can change after the Stripe account is created. Trely then sends you to Stripe to verify your business or identity and add a payout account. Stripe decides whether to approve the account and may request more information later.

03

Minimum amount and payment choice

Clients do not have to pay online. You can default to card, cash, bank transfer or no payment and agree a different method for a specific session. For cards, Trely blocks amounts below the processor minimum for the currency.

04

Card processing fees

Trely charges no commission on online payments. You only pay Stripe’s payment-processing fee; Stripe charges it to you and deducts it before payout. Stripe publishes the current rates in its own price list. No card-processing fee applies to cash or bank transfer. Stripe does not return a processing fee when a payment is refunded — it stays with you, which is why clear cancellation terms are worth having.

Stripe pricing →

05

When you receive the money

First you create a Stripe account – in Trely, just tap Set up online payments and start activating the account. Stripe processes client payments and then sends them to the bank account you add during activation.

By default, payouts are made once a week. If this option is available to you in Stripe, you can change the payout frequency to daily or monthly. The first payout may take longer; after that, payouts arrive regularly.

You can check the status of payments, payouts and the bank account you set up in your Stripe account.

06

When a session appears in Finance

When you confirm a session, Finance shows the payment you expect from the client, based on the session price. If the client pays with a saved card, you also see the date the payment will be processed. You see how much you should receive, how much has arrived, what is still missing and what is overdue.

07

Payment methods

The client can pay by card through Trely. They save the card with you, and the payment is processed automatically once the cancellation window ends. If the session can be cancelled free of charge right up to its start, the payment is processed at the start. If the session is confirmed after the cancellation window has ended and the client agreed to immediate payment when requesting it, payment goes through immediately after confirmation. They can change or remove the card at any time. If they delete their account, saved cards are removed. Cash or bank transfer is settled directly between you. Trely does not receive or pass on this money; in Finance you just note that it has been paid.

08

Partial payment and pay later

You can record part of the amount. The item stays partially paid until payments cover the full price or you waive the remainder.

09

Card payment is pending or failed

If a payment fails because of a technical error, Trely tries it again at most twice before the session. If the bank declines it or the client still has to confirm it with their bank, Trely does not try again. The client gets a notification in the app and an email and pays in the app. You see that there is a problem with the payment, but not the bank's reason. The session is not cancelled automatically. You can keep it, cancel it for non-payment, waive the payment or note that the payment arrived another way. If it is unclear what is happening with the payment, send support the date and time of the session, the client's name and the amount. Never send a card number or CVC.

10

Payment reminders

If a payment remains unfinished, Trely sends reminders 24 hours and 2 hours before the session. If it is scheduled more than 24 hours ahead, a notice also arrives about a day before the charge. After a successful payment, the trainer receives a “Payment received” notice.

11

Cancelling a session and payment

If you cancel a session, the client gets the full online payment back if it has already gone through. If the client cancels within the cancellation window shown at confirmation, the payment does not go through; if it has already gone through, it is refunded or the session returns to the package. After the cancellation window has ended, or if the client does not attend without cancelling, the payment is not refunded; you can make an exception.

12

Receipt and tax document

Stripe sends a card-payment receipt. Neither that receipt nor the Trely record is a tax invoice for the session. You provide the training service and issue any invoice or tax document required for it.

13

When a client disputes a payment with their bank

A client can dispute a card payment directly with their bank. The bank and Stripe, not Trely, decide the outcome. Stripe may temporarily debit the amount from you and request proof that the service was provided. Booking history, messages and attendance can help; clear cancellation terms reduce misunderstandings.

14

Getting help with a payment

Email support@trely.eu from your account’s address. Include the session date and time, amount, currency and status shown in the app. Do not send card numbers, CVCs or passwords. If the payment result is unclear, include the steps before the problem appeared.

15

Refunding a card payment for a session

Refund a card payment for one session in the session detail with “Refund payment”. The full amount is always refunded; a single session cannot be partly refunded. The session’s status does not change. Only you can start a refund, and only for a payment that went through Trely. The client is also refunded automatically under the cancellation rules. While the refund is in progress, the payment shows “The refund is being processed”, then “Refunded”. The client gets a notification when the refund starts and when it completes. If the refund is delayed, you can find its status in Payments and the client does not need to do anything. For a package you can also refund part of the payment for unused sessions; the packages article explains how.

16

When the money returns

The payment first shows that a refund is in progress. Once Stripe confirms it, the status changes to refunded; the bank then controls card posting time. If it stays in progress for more than a few working days, contact support. Voiding an incorrect Finance record is only a ledger correction, not a money refund. You cannot void a card payment through Trely as a record. Use “Refund payment”.

17

Waiving and cancelling an item

Waiving means you will not collect the remaining amount. If you waive a card payment before it has gone through, it will not go through. If it has already gone through, use “Refund payment”; you pay the Stripe fee. Waiving or cancelling an item does not return money received outside Trely; you and the client agree on any refund yourselves. Cancelling removes the item so it no longer counts as unpaid.

18

Overview and export

You filter Finance by period, client and state and can export CSV. Trely supports operational tracking; tax and accounting obligations remain with you.

19

How do I change how often payouts go to my bank account?

By default, Trely pays out automatically once a week, on Mondays. If this schedule doesn't suit you, you can change it at any time in your Stripe account.

Steps:

• Open https://dashboard.stripe.com/login.
• Sign in to your Stripe Express account with your email address. A verification code will be sent to your phone number.
• Under “Select which account to sign in to”, choose Trely.
• Open the Balance tab and click See details → Edit.
• In the schedule section, choose whether money is paid out automatically daily, weekly or monthly, including the specific day (recommended). Manual means you always have to sign in to your Stripe account and request each payout yourself (not recommended, it takes effort).
• Click Save.

The new schedule applies to your next payouts.

Important: The payout frequency determines how often Stripe sends money that is already available to your bank account. It does not mean that a client's payment is available for payout right away. Processing a payment and the payout frequency are two different things.

If you need help, contact Trely support.