The reason why some players may see a ”random charge” on their bank account for a day when they did not actually make a booking or played at your club is due to a 6-day reservation period that Nettla can reserve an amount on a player’s account.
This is due to VISA, Mastercard, and AmEx rules, and means that a previously ”reserved amount” has to be charged on the 6th day after the purchase was initiated. The player will still receive a refund if they cancel their session, or if other players join their session and paid their share.
If a player contacts you about this, you can reassure them that this is not an error or a double charge. The charge they are seeing is the reserved amount being captured as required by VISA, Mastercard, and AmEx rules. This is a normal part of how Nettla secures your club's income.
If the player is due a refund — because they cancelled the session, or because other players paid their share of a court booking — that refund will be issued automatically. It may take up to 2-3 business days to appear in their account, depending on their card and bank. No action is needed from you or the player.