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📱 Always: Direct clients to download the Kynd App (search "Kynd Studios" in App Store/Google Play) or book at kyndstudios.com.au. Never say "Momence" — it's our back-end tool, not theirs.
Quick Reference — Most Used
Check in a client
Mark attendance at the start of class
Add a client to a class
Book someone in from the back end
Late cancels & no-shows
Policy and what teachers need to know
Guide a client on the Kynd App
What they see and how to help
Pause a membership
When a client needs time off
Client questions & messaging
What teachers handle vs what to redirect
All Categories
Class Management
Schedule, rosters, capacity
Client Bookings
Add, move, cancel bookings
Check-In & Attendance
Mark attendance, handle no-shows
Memberships & Packages
Subscriptions, credits, pauses
Payments & Refunds
Transactions, refunds, POS
The Kynd App
Client-facing app support
Messaging Clients
In-app chat and tone standards
Late Cancels & No-Shows
Policy and how to handle it
Your Momence Account
Login, permissions, profile
Troubleshooting
Common issues, who to ask
Class Management
Viewing the schedule, managing capacity, understanding class states, and what to do before and after each session. Always work in the correct location: Stratford.
Remember: Today's schedule in Momence matches exactly what clients see in the Kynd App Classes tab — same classes, same teachers, same times.
How to view today's class schedule
Navigate the schedule, filter by location and date
Viewing your class roster
Who's booked, their membership type, visit count
Class capacity and waitlists
How capacity works, pulling from the waitlist
Cancelling a class — escalate to Claudia
Who can cancel and the process to follow
When a substitute teacher is needed
How class assignments and subbing works in Momence
Post-class checklist in Momence
Finalising attendance, no-show flags, notes
Client Bookings
Manually adding, moving or removing clients from classes. Only do this when a client genuinely can't self-serve — always encourage them to use the Kynd App first.
Default stance: "Have you tried booking through the Kynd App? It's the quickest way!" Only go back-end when they genuinely need help.
Adding a client to a class from the back end
Search client, find class, add booking manually
Removing a client booking
Cancel a booking from admin, with or without returning credit
Moving a client to a different class
Transfer booking without losing their credit
Booking in a brand new client
Create their profile and first booking at the same time
The waitlist — how it works
Automatic promotions, manual overrides, client comms
Check-In & Attendance
Accurate attendance is one of your most important daily tasks. It ensures credits are correctly allocated and our records stay clean for reporting.
How to check in clients at class
Open roster, mark attendance before/during class
Client self check-in (iPad kiosk)
How the self-check-in kiosk works if active at the studio
Marking no-shows after class
What to do when a booked client doesn't show up
Late arrivals — how to handle them
Checking in someone who arrives after class starts
Memberships & Packages
The difference between weekly subscriptions (START, FLEX, COMMIT) and one-off packages (10 Class Combo, 5 Class Combo), and how to support clients with both.
Our tiers: START (2/wk · A$54), FLEX (3/wk · A$69), COMMIT (4/wk · A$79) — all weekly recurring. Intro Offer: 5 for $50, expires 14 days. Packages: 10 Class A$300/3 months, 5 Class A$155/1 month. Teacher Membership: unlimited, expires Jan 2050.
Kynd membership tiers explained
START, FLEX, COMMIT — credits, pricing, renewals
How to pause a membership
Step-by-step process, minimum/maximum duration
Cancelling a membership — escalate to Chloe/Claudia
Who handles this and what to tell the client
Manually adding credits to a client
When and how to comp a class credit
Checking a client's credit balance
Find how many classes they have remaining
Payments & Refunds
Processing in-person payments, handling failed payments, and refund requests. Refunds over $20 must be approved by Chloe or Claudia before processing.
Important: Never promise a refund without Chloe or Claudia's sign-off first. You can acknowledge the request and say "I'll sort this for you today" — then check with the admin team.
Taking a payment in person (Point of Sale)
Use Momence POS for walk-in purchases and packages
What to do when a payment fails
How to identify and what to say to the client
Issuing a refund — escalate to Chloe/Claudia
Process, approvals, and what Momence records
Gift cards — selling and redeeming
Custom value gift cards available through the Kynd App
The Kynd App — Client Experience
What clients see when they open the Kynd App. Understanding their view makes it much easier to guide them through booking, memberships, and navigating the app.
Key message to give clients: "Download the Kynd App — search 'Kynd Studios' in the App Store or Google Play. It's the easiest way to book, manage your membership, and access our on-demand library."
The Kynd App — a full walkthrough
Home, Classes, Appointments, On-Demand, Memberships tabs explained
How clients book a class in the app
Walk a client through finding and booking a class
How clients view their membership in the app
Where to find credits, expiry, subscription details
On-demand content in the Kynd App
Power Pilates, Vinyasa, Barre — 19 videos, 2 courses
Messaging Clients
Using the Momence inbox to communicate directly with clients. They see your messages under "Kynd Studios" in their app inbox.
Sending a direct message to a client
Using Momence messaging, tone and standards
Kynd messaging standards
Tone of voice, response time, what to escalate
Broadcast & automated messages — admin only
Class reminders, marketing — handled by Chloe
Late Cancellations & No-Shows
Our policy and how to handle it with kyndness. Late cancel = within 12 hours. No-show = booked and didn't attend without cancelling. Both result in credit forfeiture by default.
Kynd Policy: Late cancel within 12 hrs or no-show = credit forfeited. First offence, long-standing member, genuine reason? Use judgment. When in doubt → email hello@kyndstudios.com.au.
Processing a late cancellation
How it works in Momence, when and how to waive
Handling no-shows
Marking, credit forfeiture, when to follow up
What to say to a client about the cancel policy
Scripts and tone for a tricky conversation
Your Momence Staff Account
Logging in, understanding what you can and can't access as a teacher-level staff member, and keeping your profile up to date.
Logging into Momence as a staff member
App vs dashboard, credentials, locked out?
What you can access — staff vs admin permissions
Your access level and what needs escalation
Updating your teacher profile
Bio and photo — displayed on class listings in the Kynd App
Troubleshooting
Common issues you or clients may encounter. Escalation order: try to resolve → check this hub → ask Chloe or Claudia → contact Momence support directly.
Momence support: intercom.help/momence/en — use this as your reference library too. Always check here before contacting their team.
Client can't book a class in the app
Common reasons: no credits, membership lapsed, class full
Client says their credits are missing
How to check, common causes, what to do
Kynd App not loading or showing errors
Quick fixes: refresh, re-login, update app, reinstall
Contacting Momence support directly
When it goes beyond us — and how to do it