Bug or question — what costs what?
Updated on 2026-09-11
In short: bugs and questions are both free and unlimited, on every plan. The only thing we charge for is work we do on your behalf, and we always say so first.
Bug — always free
A bug is something we built that does not work as it should. We fix it free of charge, whatever your plan.
| Situation | Example | |---|---| | BedFlow shows an error | Red pop-up, 500 page, "something went wrong" | | Wrong calculation | Booking page shows €0 or double VAT | | Email does not arrive | Confirmation sent according to the log, but never received | | Regression | A feature that worked suddenly does not |
Question — also free, also unlimited
A question is about how you configure something or where something is. Examples:
- "How do I create a new room?"
- "Which table shows my revenue per room?"
- "Why don't I see a wellness button?" (usually: no wellness facility has been activated yet)
- "Can your system connect to Booking.com?"
You get an answer with the steps, usually with a link to the right article so you find it yourself next time. There is no quota and nothing appears on your invoice.
Even faster: the AI chatbot at the bottom of every page knows this documentation and answers immediately.
Hands-on work — €9 per ticket, always announced first
If you are not asking "how do I do this?" but "can you do this for me?" — set up rooms or rates, enter data, change a configuration you could do yourself — that is hands-on work. We say so first in the ticket; if you agree, €9 goes on your next invoice. If you would rather have it explained, we do that, for free.
Larger jobs (setting up your property, data migration, training, a custom integration) fall under hands-on consultancy at €90 per hour, agreed upfront.
Concrete examples
Example 1 — not our bug, explained for free anyway
A customer reported: "My room 1 shows €0 on the booking page tonight, that can't be right."
We looked: the daily rates for that date were empty, no rate rule active. Not our bug, but his configuration. We explained where it lives and how to fill it. Free: it was a question.
Example 2 — our bug, fixed and no invoice
Another customer reported: "A guest has paid but the status still says unpaid."
We looked: the payment provider had not forwarded the notification because of a temporary network issue. Our responsibility: payment confirmed, the retry mechanism improved and deployed so it does not happen again. Free: it was a bug.
Example 3 — hands-on work, announced first
A customer asked: "Can you enter my 12 rooms and next season's rates? I have the list in Excel."
The customer could do that himself; we did it on his behalf. We said upfront that this is hands-on work (€9 on the ticket), he agreed, and it was in place the next morning.
In doubt?
Just create a ticket with a clear description and a screenshot. We categorise it and are honest: bug or question → free; hands-on work → we ask you first.