Services and appointments

Services are one-on-one things families book with you, like a consultation, a portfolio review or a lesson. Families either pick an open time and pay straight away, or message you first and pay once you send a price and a time. Everything lives in your console under Services. Services are on every Famlo plan. To open the place you need School settings set to Edit settings, which owners and co-leaders have by default.

The Services page

Open Services in the console's left rail. The page has three parts:

• Your services: one row per service, with Can families book it?, Price · length and how many were booked this month. Select New service (1) to add one. Select a service's name to edit it, or its ••• menu (2) for more. Drag a row to change the order families see.
• Appointments: what families have booked, in four tabs (3). See Handle an appointment.
• Your weekly hours: your shared hours, how late families can move or cancel, your days off and your calendar link. Select Set weekly hours (4), or Edit weekly hours once you have some.

Your services show on your Famlo page and on your website's Services page. The rail shows a count when an appointment needs you.

The ••• menu on a service has:

Option	What it does
Edit	Opens the service editor.
Duplicate	Makes a copy to change.
Pause / Resume	Paused services come off your pages ("Off your pages") until you resume them.
Archive	"It comes off your pages and this list. Its bookings stay in Money, and you can restore it." Archived services are under the Archived link above the list, which shows a count, for example "Archived (2)". There, Restore in a service's ••• menu brings it back, still paused.
Delete	Only shows for a service nobody ever booked or was sent a payment request for.

Two banners can appear above the list. One names services that "have no open times, so families can only request them", with Set hours. The other counts requests from families "waiting for your answer", with Open in Messages.

Add or edit a service

1. Open Services, then select New service, or select a service's name to edit it.
2. For a new service, fill Name, What it is and, if you like, One more line (optional) and a Picture (optional). On a saved service these fields are further down.
3. Under How families get it (1), choose Instant booking ("They pick an open time and pay on the same page.") or By request ("They message you first. You reply with a price and a time they pay in Messages.").
4. Under Price families see (2), choose Exact price, Starting at or After we talk.
5. Fill Price, Charged (Per booking or Per child) and Length (15 minutes to 3 hours).
6. Under When families can book (3), choose Your weekly hours or Just for this service, and set the days and times.
7. Set Book at least, Up to and Gap after.
8. Under How families can meet you, tick In person, Zoom or By email.
9. Tick Taking bookings (4), then select Add service (a new one) or Save.

What each setting means

Setting	What to know
Price families see	Starting at shows "from" and the price. After we talk shows no price anywhere and works only with By request: you name the amount when you reply. Leave the price blank only then. A price of 0 means free.
Charged	Per child charges the price for each child booked, up to 6 children in one appointment.
When families can book	Your weekly hours are shared by every service set to use them, so changing them here changes them for those services too. Just for this service starts from your weekly hours and only this service uses it. Below the hours you see how many open times they give, for example "With these hours: 383 open times in the next 60 days."
Book at least	How much notice you need, from Any time to 1 week ahead.
Up to	How far ahead families can book, from 2 weeks ahead to 6 months ahead.
Gap after	Free time kept after each appointment, from None to 1 hour.
Who meets families	Shows once you have more than one staff member. Choose a person or The organization's calendar. "Each person has their own calendar: two people can each have a booking at the same time, and one person is never booked twice. On the organization's calendar, nothing overlaps anything."
How families can meet you	By email needs no time: the family pays, and it waits for you under Appointments › Needs you until you mark it done.
Where, in person (optional)	Shown before booking, for example a studio name or the area you cover.
After booking, tell them…	Sent only to families who booked: the Zoom link, the address, what to bring.
Step Up can pay for this	Lets families choose their Step Up scholarship at checkout. Families see it once scholarship payments are set up under Money. See Accept Step Up and ESA payments.
Taking bookings	Untick it to pause the service.

Paid services follow your organization's booking fee setting. There's no separate choice for each service. Families pay the booking fee on top of your price by default, so you receive the full price you set. See The booking fee.

Check that families can book it

A saved service shows a box at the top of the editor:

Box	Meaning
Bookable.	"Families can pick a time and pay. Next open: …"
By request.	You chose By request. Families message you and you answer in Messages.
Not bookable yet — N things left	A checklist of what's missing, each with Fix or Add hours.
Paused.	"Families can't see it." Tick Taking bookings to put it back.

The checklist can include Price and length, At least one way to meet, Hours, An open time to book, and for a paid service Payouts connected (with Fix payouts). Paid services need card payments set up first. See Set up getting paid with Stripe.

An Instant service with no open times isn't hidden. Families see it as By request until you add hours.

Set when families can book

Your weekly hours, days off and the move or cancel window are in one place. These are the hours families can book your services. They have nothing to do with volunteer or community service hours.

1. Open Services, then select Set weekly hours (or Edit weekly hours). The panel is titled When families can book.
2. Under Bookable hours, tick each day you take bookings and set its from and to times. Times are in your organization's time zone.
3. To block days off, fill Block from, Block until and, if you like, "Why (only you see this)". "Nobody can book on these days. Anything already booked stays booked." To remove a block, tick Remove next to it.
4. Under Moving and cancelling, choose how late families can move or cancel online: Any time before, 12 hours before, 24 hours before, 48 hours before or 1 week before.
5. If you like, fill Your policy, for families past that (optional).
6. Select Save hours.

"Inside the window a cancel is refunded by the usual refund rules. Past it, families see your policy instead of the buttons." Families can't move or cancel online once the window has closed, so say in your policy how to reach you. See Refund terms.

Your calendar link

Under Your weekly hours, Your calendar link gives you a calendar feed of your appointments. "Subscribe to it once in Google or Apple Calendar and every appointment shows up there. Keep it private: it lists families' names."

• Copy link copies it.
• Make a new link replaces it. The old link stops working, so any calendar using it needs the new one.

Handle an appointment

The Appointments tabs on the Services page are:

Tab	What's in it
Next 7 days	Booked times from today through the next seven days.
Later	Booked times after that.
Past	The most recent 25 that have ended.
Needs you	By email appointments that are paid and waiting for you to mark them done.

Select Open on a row. The appointment shows When, How, Family (with their email), For, Paid, any note they left, and Open in Messages for your conversation with that family. A time whose payment is still going through says "Waiting for the family's payment to go through. The time is kept for them until it does."

What you can do depends on the time:

Action	When it shows	What happens
Move… (1)	Before it starts	Pick a day and an open time, then Move to this time. "Same price, nothing to pay." The family is emailed the new time. You can move it even when the family's own window has closed.
Cancel… (2)	Until it's done or marked a no-show	Choose a refund (below), then Cancel appointment. The family is emailed either way, and the time opens up again.
Mark done	After it ends, or any time for a By email one	Records it as done. A By email one leaves Needs you.
No-show	Once it has started	"Nothing is refunded." No email goes to the family.
Send refund	While card money is left to return	Sends part or all of the payment back without canceling. Only people with Money set to Take payments & refund see it. See Refunds.

After Mark done or No-show, Move… and Cancel… go away. Send refund stays, so you can still give some money back.

Cancel with a full, part or no refund

When the family paid by card, Cancel… offers:

• Refund all $X to [name]'s card (or Refund the rest ($X) to [name]'s card if you already sent some back): everything left on their card payment goes back.
• Refund part of it: type an Amount up to what's left.
• No refund now: cancels and keeps the payment.

For a full or part refund, the panel shows what the refund costs you before you confirm. If Step Up paid, there's no card refund: "Paid by a Step Up scholarship, so there's no card refund." For a free appointment there's nothing to refund.

Answer a By request service in Messages

When a family asks about a By request service, or an Instant one with no open times, their request arrives in Messages as a card headed Request with the service name, what they need, and when and how they'd like to meet. The Services page also shows "N requests waiting for your answer" with Open in Messages.

To reply with a price and a time:

1. Open the family's conversation in Messages.
2. Select Request payment. The first line is filled in with the service's name and length.
3. Check the amount. For a timed service, tick Book a time with it and set Date, Time, Length and how you'll meet. "Held for [name] until it's paid or the pay-by day passes. Any time works, even outside your weekly hours."
4. Set Pay by and Reminder.
5. Select Send invoice.

The family pays from the conversation, and the time becomes their appointment. Only people with Money set to Take payments & refund see Request payment, and card payments must be set up. Anyone else can still reply in the conversation. See Ask a family to pay and Your team inbox.

Emails

Who	Email
The family	"Booked: [service] on [date]" with the details and what you wrote in After booking, tell them….
The family	"Reminder: [service] on …", the day before and an hour before a timed appointment, following the family's reminder settings.
The family	The new time when you move it, and a note when you cancel it.
Your organization	"[Family] moved [service]" or "[Family] cancelled [service]" when a family changes it online, with Open the appointment.

The email about a family's move or cancel goes to the person who created or claimed your listing. They can turn it off under Bookings & sign-ups in their notification settings. The appointment still updates in the console either way.

Troubleshooting

A service shows "Needs hours" or "No open times". Its hours give no open time to book. Open the service and check When families can book, Book at least, Up to and your blocked dates. Until it has an open time, families see it as By request.

A paid service says "Not bookable yet" with Payouts connected unticked. Card payments aren't set up yet. Select Fix payouts, or see Set up getting paid with Stripe.

I can't see Services in the rail. You need School settings set to Edit settings. Ask an owner. See What staff can do.

I don't see Delete on a service. Delete only shows for a service nobody has booked. Use Archive instead: it comes off your pages and its bookings stay in Money.

I don't see Request payment or Send refund. Both need Money set to Take payments & refund, which owners and bookkeepers have by default.

What's next

• Booking a service or appointment: what families see.
• Ask a family to pay
• Refunds
• The booking fee, and paying it yourself
• Refund terms