FAQ

If you can’t see the answers you require below, feel free to get in touch, we’re only a click away by email, or always on the phone if you fancy a quick chat

Can I trial Equigate for free?

Yes, every professional that signs up can trial the app at no cost for 30 days. After this, you would need to choose a subscription plan to carry on using it. Any user that sign up as a client profile have full use of the app at no cost.

Why does in-app-purchase cost more?

Unfortunately with in-app-purchase through Apple or Google, they take 15% of your subscription cost before they pay us. The only way we can make it work to keep the app in tip top shape is to cover the 15% by charging you a little extra. You still get the same great app, and we still receive the full amount for your subscription. We would always recommend you choosing a subscription option through the practitioner desktop dashboard website to ensure you are always getting the best price. You can login to your dashboard here using your app login details.

How do I create an account?

Please head over to our getting started page to find out everything you need to know on how to create an account. You will need to download Equigate from one of the app stores first.

Can I cancel at anytime?

Yes, we’d be sad to see you go, however if you want to cancel, we won’t hold it against you. If you purchase blocks of appointments you can carry on using them until they have gone. If you are signed up to the monthly or annual subscription plan, you can carry on using the app until the expiry date of your subscription. Your recurring payment will then not be taken and your access to the app will stop.

Can I take cash and BACS payments as well as digital payments?

Absolutely. There is the option to mark an invoice as paid in the app and when doing this you have the option to choose cash, BACS or other. You can mark multiple payments against an invoice if you client pays a couple of ways. But what’s super cool is if your clients pay you with a credit or debit card over the app, the invoice gets automatically reconciled and marked as paid for you!

Do my clients need to download the app too?

Yes and no. To get the most out of the app, you need to be asking your clients to download the app and create a free client profile. If your client doesn’t have a smart phone, or doesn’t wish to download the app for whatever reason you have the ability for clients to be added as a guest. When you do this you will loose some functionality within the app. You will not be able to message your clients, nor will you be able to send them invoices, treatment reports or take payments from them through the app.

Will the apps work on Apple and Android?

Yes. The apps are available in both the Apple App Store and the Google Play Store.

Can I charge a cancellation fee if my client cancels their appointment?

Whilst a cancellation fee is completely optional, you do have the ability to charge any clients a cancellation fee. All that we ask is that you make your clients aware of this before they book.

Can Equigate get much better?

You betcha! When you sign up to Equigate and use the app as a full paying customer for at least 3 months, feel free to drop us an email over and we will issue you with a CPD certificate that you can keep in your personal development file.

Will the apps work if I have no phone signal or Wi-Fi?

We understand that some of you may work in some pretty remote locations where they still use the flicker of candles to see at night. We’ve tried to build the app so you can use it anywhere, however due to the constant connection required to the database to access all of your information, there are only some elements that can be accessed offline. You will need to start an appointment whilst you have an internet connection in order to access that screen. You will then be able to fill in all the fields on the appointments page. Once you have then finished you can complete the appointment by choosing a payment method. The app will save all of this information and will then upload the appointment details once your device has re-established an internet connection. We will work on a true offline option in later updates.

How is mine and my clients data secured?

The security of yours and your clients data is super important to us. Equigate is powered by a database hosted by Amazon AWS. We use Amazon RDS, EC2 and S3.

AWS encrypts our databases using encrypted keys. On a database running with Amazon RDS encryption, data stored at rest in the underlying storage is encrypted, as are its automated backups, read replicas, and snapshots. Amazon RDS encryption uses the industry standard AES-256 encryption algorithm to encrypt your data on the server that hosts our Amazon RDS instance.

During data transfer, once an encrypted connection is established, data transferred between the database and our application will be encrypted during transfer. This encryption uses Authenticated Encryption with Associated Data (AEAD) algorithms, with 256-bit encryption.

For more information please visit https://aws.amazon.com/rds/features/security

Are there any hidden costs?

The only money you pay to Equigate is your monthly or yearly subscription or the payment for the block of appointments. In order to facilitate payments between clients and professionals we use a payment provider, Stripe. Stripe will charge you a small percentage of your payment which will be deducted from the amount you actually receive. The fees will vary from country to country and be dependant on which currency you use and which method your client chooses to pay you with, e.g credit card, debit card, Apple pay, Link etc. As a good starting point, we’ve made the helpful table below.

UK with standard cardFrom 1.5% + £0.20
European with standard cardFrom 1.5 % + 0,25 €
USAFrom 2.9% + 30¢

For more information on stripe fees, please head over to Stripe and check the fees section for your country.