Frequently asked questions

Most businesses are running within an afternoon. You add your business details, your team members with their working hours, then your customers with their properties and services, one at a time or from a spreadsheet. The dashboard's Get started card shows the three steps and ticks each one off. From then on the diary, the emails, the agreements and the price reviews are all in use. Read more: Setting up your business

Yes. Download the template from the Import customers page, fill in one row per property with its service, price and frequency, and upload it. Rows with the same name and email join into one customer. Any row with a problem is skipped and listed with the reason, and everything else is imported. Read more: Importing customers

Yes. RotaRound runs in the browser on any phone, tablet or computer, and every screen works at phone width. There is nothing to install, and you can add it to your home screen to open it like an app. Your customers' and team members' pages are built for a phone first. Read more: The app on your phone

No. Each screen does one thing and says what it does, and anything with a consequence, such as cancelling a day or sending a price update, is previewed before you confirm it. The Help centre has a step-by-step article for every task, and each main screen links to its own. Read more: The Help centre

Five settings shape how the app works for you: who places the visits, each team member's working hours, the break window, whether customers are emailed when a visit is confirmed, and your payment terms. Visit emails start switched off, so turn them on when you are ready for customers to hear from you. Read more: Settings to check first

Each main screen has a Help link that opens its article in the Help centre in a new tab. The Help centre also has a search box, a glossary of the words the app uses, and a section called Something not right? for the questions owners ask most. Read more: The Help centre

£25 a month for every feature, every team member and every customer. There are no fees per user, no tiers and no add-ons. Prices exclude VAT. 2 months free, no card needed, so you can see the whole thing working before you pay for anything. Read more: Pricing

No. Add your whole team and the price stays £25 a month. Read more: Pricing

Two months, free, and no card is needed to start. We email you 14 days, 7 days and 1 day before it ends. If you have not added a card by then the account pauses: nothing is deleted and you can still download your data. Read more: Billing

We email you 14 days, 7 days and 1 day before it ends, each with a button to add a card. If you add one, the subscription starts. If you do not, the account pauses on the day the trial ends: nothing is deleted, you can still sign in, and you can still download everything you have entered. Adding a card at any point starts it again. Read more: Billing

From Settings. The card details are entered on our payment provider's own pages and never reach RotaRound's servers. You can change or remove the card the same way at any time. Read more: Billing

We email you and try again. You have 3 days from the first failure to put it right. After that the account pauses until it is paid: nothing is deleted, and adding a working card starts it again straight away. Read more: Billing

Yes, at any time: closing your account from Settings ends the subscription at the end of the month you have paid for. You can download your data before you go. We do not refund part months. Read more: Your data and closing your account

Your trading name, logo and colours appear on every email your customers receive and every page they open, including their agreement. RotaRound's name appears only in one small line at the foot of emails and agreement pages. Customers never create an account and never download anything. Read more: Your branding on emails

Each customer has a private page showing their planned visits, with the day and whether it is the morning or the afternoon, and their past visits with what was done and the price. From it they can send you a request, change their access instructions, stop or restart visit emails, and read or accept their agreement. Read more: The customer's page and link

No. Each customer receives a private link, and the link is the key. Changing access instructions asks for a six-digit code sent to the email address on their record. You can revoke a link at any time and send a new one. Read more: Revoking links

Yes. Each property has its own services, prices, frequencies, access instructions and keys. Visits, agreements and price reviews are handled per property, and the customer's page and emails show them together. Read more: Properties

Add the work from the one add sheet and choose Quote: waiting for the customer. Send it by email, and the customer accepts or rejects it online. Until they answer it waits on your dashboard, where you can chase it, confirm it or cancel it. Read more: Quotes

Each service has a price and the date it took effect. When a review falls due, it appears on the Price reviews page. You choose CPI, RPI, a percentage or new prices, the email is written for you, and you preview it before sending. Past visits keep the price they had. Read more: Price reviews

Press Skip this review on the Price reviews page and choose to defer until the next review period or for a number of months. You can tell the customer their price is staying the same. The review comes back on the date shown. Read more: Deferring a review

Yes. You build a written agreement from our template or write your own, with a term, notice periods and a yearly price rise. The customer reads it online and accepts by typing their name. Both of you get the accepted agreement as a PDF. Read more: What an agreement is

In the first 14 days after accepting, the customer can cancel straight away from their page. After an initial term they can give notice, and the agreement ends on the notice date. You are told either way, and no visits take place after the end date. Read more: The cooling-off period

End the customer from their record with a date and a reason, or end one property. Visits after that date come off the diary, you can email the customer, and a customer with no remaining properties moves to your past customers. Their history is kept. Read more: Pausing and ending

New businesses start with the diary planning visits for them. You can switch to placing visits yourself at any time in Settings. The setting is Who places the visits: Let the diary plan itself, or I place visits myself. Either way the visits fall due on the same days; the choice only decides who places each one. Read more: Automatic and self mode

Wherever there is room. In automatic mode, once a customer's visits have been placed with the same team member on the same weekday twice in a row (a number you can change), that becomes their settled routine and the diary keeps it. In self mode, the customer's regular slot keeps their day. Read more: What a settled routine is and how a customer settles

Thirteen weeks by default, and you can choose from 4 to 26 in Settings. Beyond that the diary shows the visits to expect, drawn where they usually go, up to a year ahead. Nothing there is booked until its week is planned. Read more: Reading the diary and its key

Add a one-off job, then either let the diary place it within the days you choose, or choose the slot yourself from five suggested slots or from the diary. The customer can be emailed the day, with the morning or the afternoon. Read more: Let the diary place it, or choose the slot

Only visits that are pencilled in, and never while you are placing or moving a visit. Visits are pencilled first and confirmed the number of days ahead you set; confirmed visits, pinned visits and anything you place yourself stay where they are until you move them. Read more: Pencilled, confirmed and pinned visits

Travel time is on by default. The diary allows an estimated journey between visits, plus loading time per visit, and shows both on the diary. You can switch travel off in Settings to plan visits back to back. Read more: How travel and loading time are counted in a day

Cancel their day from the diary with the reason. You can email every affected customer, record the absence at the same time, and put each visit on Waiting to be scheduled, where it waits with a suggested slot. If nothing fits, the diary can suggest moving one other visit to make room. Read more: Cancelling a visit or a day

The diary never overloads a day by itself: a visit that does not fit waits to be scheduled instead. If you place one anyway, the day is marked overloaded and you are told. Each night the diary also checks the next four weeks and moves, or in self mode suggests moving, a routine off a day that is full most weeks. Read more: What an overloaded day is and how to clear it

No. Each team member receives a private link that opens their page in any browser, with no login. The page shows their visits for today and the week ahead, every address, the access instructions, the keys they hold, who they are working with, and a route for the day. Read more: The team member's page

Three kinds, each of which you can turn on or off. A week-ahead email on the day and at the time you set, a daily email each working morning listing that day's visits, and an immediate email when a visit today or tomorrow is added, cancelled, moved or changed, or when a customer sends a request or updates access instructions for a visit they are attending. Read more: The team member's page

Yes, from their page. A sickness report or a leave request is sent to you straight away and appears on your dashboard to approve, decline or act on. Nothing changes in the diary until you decide. Approved leave is recorded in the team member's absences and the team member is told. Read more: Leave

Yes. Set up a crew on the Team page with its members and the days they work together. The crew appears as one column on the diary, a visit takes its time divided by the crew's size, and each member's hours and pay are still their own. Read more: Crews

Each team member has working days and hours, one-off extra hours, absences with a holiday allowance, and a pay rate with its history. The pay export lists every team member's hours, pay and on-costs for the period you choose, to prepare your payroll. Read more: The pay export

Set their end date on their profile. From that day they are left out of planning, their page link stops working and their emails stop. Their history stays on their record. Read more: Pay and leavers

No. Visit confirmations, reminders about agreements and price notices go by themselves under your name, according to your Settings. Visit confirmations start switched off: turn on Notify customer of visit by email when you are ready. Anything you send by hand is previewed first. Read more: Every email a customer can get

Customers are told the day and whether to expect you in the morning or the afternoon, never a clock time. That holds for visit confirmations, changes, one-off jobs and the customer's own page. Read more: Visit confirmations

Yes. Visit emails carry a link to the customer's page, where one press stops them, and marketing emails carry a one-click unsubscribe. The two are separate, so a customer can stop offers and still hear about their visits. You can see and change both on their record. Read more: Opting out

Yes. Every email is kept exactly as it went in the Outbox, filtered by customer, property, type and date. Replies come into the Inbox, grouped with the email they answer. An email that did not go, or came back, is marked with the reason. Read more: The Mailbox

Yes. A group email goes to all customers, a group or a hand-picked list, now or at a time you choose. Anyone who cannot be sent to is named before you send, with the reason. You can send yourself a test first. Read more: Group emails

The Notifications page lists what the app did for you and anything that needs you, such as a missed visit or an overloaded day. For each kind you choose whether it shows in the app, sends you an email or sends a push notification to your phone. Read more: Notifications

Yes. The Exports page downloads every completed visit as invoices in the layout your accounting software imports, or as a plain spreadsheet. You can rename, reorder and add columns, and each download holds only the visits you have not downloaded before. Read more: Uploading to your accounting software

No. It makes the invoices for you to upload to your accounting software, which sends them. Each completed visit is one line, numbered from your own prefix when first downloaded, and never changed after. Read more: How invoices are made

You enter your prices without VAT. If you are VAT registered, VAT is added at the rate in force on each visit's date and shown on emails, the customer's page and the exports, and any customer you mark as exempt is left out. Read more: VAT

The dashboard's Looking ahead card takes the value of the booked visits for the week, the next four weeks or the year, less each team member's wages and employment costs for the same time. VAT is left out of both. It is the profit on your team's time, before your other costs. Read more: The profit card

Every account signs in with a password and a code emailed to you, and connections are encrypted. The most sensitive notes, such as access instructions, are also encrypted in the database. Customer and team member pages are private links you can revoke at any time. The security page sets out every measure. Read more: Security

From Settings, under Export data, at any time, as a set of spreadsheet files: your business, customers, team, visits and agreements. It still works while the account is paused or closing. You can download three times a day. Read more: Your data and closing your account

We email you a code and the closure starts when you enter it. The account closes at once and everything in it is deleted 30 days later. During those 30 days you can sign in, download everything and cancel the closure. Read more: Your data and closing your account