Memberships & Subscriptions
Qliva's membership system lets clinics create and sell recurring subscription programs — for example, a "6-Month Longevity Reset" or "Monthly Wellness Membership". Memberships are billed via Stripe and give enrolled patients access to entitlements like appointment credits, discounts, and care program access.
Prerequisites
Stripe must be connected to your clinic before you can create membership products. Configure this under Admin Portal → Settings → Stripe.
Creating a membership product
Navigate to Admin Portal → Memberships → Products → New Membership.
| Field | Description |
|---|---|
| Name | e.g. "6-Month Longevity Reset", "Monthly Wellness Member" |
| Description | Shown to patients on the portal — describe what's included |
| Billing interval | Weekly, monthly, quarterly, or annually |
| Price (AUD) | Amount charged per billing period |
| Cancellation policy | Text shown to patients at enrolment — required under Australian Consumer Law |
After creating the product, Qliva syncs it to Stripe and creates a corresponding Stripe Product and Price. The Stripe IDs are stored automatically.
Once a membership product has active subscribers, changing the price or billing interval will only affect new subscriptions. Existing subscribers retain the terms they enrolled on. To update existing subscribers, cancel and re-enrol them individually.
Configuring entitlements
Entitlements define what the membership includes. Add one or more entitlements to each product from the product detail page.
| Entitlement Type | Description |
|---|---|
| Appointment credits | A set number of appointments per billing period (e.g. 2 consults/month). Deducted automatically when an appointment is booked. |
| Async credits | Credits for asynchronous check-in sessions per period |
| Supplement discount | A percentage discount on supplements ordered via the clinic (e.g. 15%) |
| Care program access | Grants enrolment eligibility for a specific care program |
| Unlimited messaging | Removes any messaging limits for the enrolled patient |
Each entitlement can have a quantity (for credits) or a percentage (for discounts). A membership can have multiple entitlements — for example, 2 appointment credits + 15% supplement discount.
Appointment credits are deducted silently at the time of booking. The patient's membership status and remaining credits for the period are visible on their patient record under Memberships.
Enrolling a patient
Admin enrolment (immediate)
To enrol a patient without going through Stripe Checkout:
- Open the patient record
- Navigate to the Memberships tab
- Click Enrol in Membership
- Select the membership product
- Confirm
This creates a Stripe subscription directly via the Stripe API and activates the membership immediately. The patient will be billed on the next billing cycle.
Patient self-enrolment (via portal)
Patients can subscribe to published memberships through the Patient Portal:
- Patient logs into the portal
- Navigates to Memberships
- Selects a membership product
- Completes Stripe Checkout (card payment)
The membership activates immediately after payment. Qliva receives a webhook from Stripe confirming the subscription and activates the entitlements.
Membership statuses
| Status | Meaning |
|---|---|
| Active | Subscription is current and entitlements are active |
| Trialing | In a trial period — entitlements active, billing not yet started |
| Past due | Payment failed — Stripe is retrying. Entitlements may be suspended. |
| Paused | Billing and entitlements suspended by admin or patient request |
| Cancelled | Subscription ended |
Pausing a membership
To pause a patient's membership:
- Open the patient record → Memberships
- Click the active membership → Pause
- Set the pause end date (when billing resumes automatically)
During a pause, the patient's subscription is suspended in Stripe. No charges occur. Entitlements are inactive. When the pause ends, billing resumes and entitlements reactivate.
Cancelling a membership
Click Cancel on the active membership. Choose:
- Cancel immediately — subscription ends now, prorated refund optional
- Cancel at period end — patient retains access until the current billing period expires, then the subscription ends
Cancelled memberships are retained in the patient record for historical reference.
Viewing all members
Navigate to Admin Portal → Memberships → Members to see a list of all enrolled patients across all membership products. Filter by product, status, or enrolment date.
Stripe billing and dunning
Payment failures are handled by Stripe's dunning system — Stripe automatically retries failed payments over several days and emails the patient. If payment ultimately fails, the subscription moves to past_due and Qliva can optionally suspend entitlements.
Refunds are processed through the Stripe dashboard directly.
Last updated 2026-05-15