FAQ for Gym Customers

This guide is for gym owners and personal trainers using Orlo to streamline operations, engage clients, and grow their business.

This page answers common questions from gym owners and staff about using Orlo to manage clients, bookings, payments, and more.

How do clients sign up?

Clients usually sign up themselves through your Orlo homepage. They can choose a subscription or pack, complete payment via Stripe, and start booking immediately. You can also create subscriptions manually in Stripe — Orlo will sync them automatically. See Subscriptions.

Can I book or cancel a client into a class?

Yes. Use the staff timetable to book clients into upcoming classes. You can choose whether to use credits or book them in for free. To cancel, go to their profile and remove the booking. Learn more about Bookings.

How do late fees and no-show charges work?

You can set up late cancellation and no-show fees in your gym settings. If a client cancels less than 3 hours before class, it’s considered a late cancel. If they don’t check in, it’s a no-show. Charges are applied automatically. See Late fees and Check-ins.

Can clients use trial classes?

Yes. New users with no previous bookings, payments, or active packs can book a discounted trial session. Eligibility is checked automatically. See Class trials.

How do packs work?

Packs are one-time purchases for a fixed number of sessions. When clients book, credits are deducted automatically. See Packs.

How do referrals work?

Clients can share their personal signup link from the dashboard. When someone signs up with that link, Orlo records the referral and displays it in the staff dashboard. See Referrals.

Where do I see client feedback?

Feedback is available in the staff dashboard under “Feedback.” You can filter by trainer and view class ratings and comments. See Client feedback.

How do I manage subscriptions?

Subscriptions are pulled from Stripe and shown in the client’s profile. If you create one manually in Stripe, Orlo will detect it and add the record. See Subscriptions.

How do I issue a refund?

Refunds are issued in Stripe. Find the payment and click “Refund.” Orlo will reflect the updated status automatically. See Refunding payments.

Can I track marketing performance?

Yes. Use the Insights dashboard to view traffic sources, signup conversions, trials, and payment events. You can also use UTM tags to track marketing campaigns. See Site traffic and Business insights.

How do class plans work?

Orlo automatically builds class plans based on past activity, recent workouts, and available templates. You can create your own templates or let the system generate them. See Workouts and Class Planning.

What if I need help?

If you need help or can’t find what you’re looking for, please contact support.