Help
Answers to the questions we are asked most often.
Frequently asked questions
How much does it cost?
Creating an account is free. You only pay from your first booking made on your site. After that, the Pirogue subscription costs 950 CFP a month, everything included: website, bookings and online payment. Each online payment goes through your payment provider, Mobupay or EpayNC: its fees are taken from the payment, and pirogue's 1% is on the same invoice as your subscription, never taken from your payments.
What happens if I leave?
You leave whenever you want, with no commitment. Your services, bookings and clients can be exported: your data belongs to you. Your Mobupay account (or your EpayNC contract) stays yours.
Who holds the money?
In your account, never in ours. Your customers pay by card through Mobupay or EpayNC, and your payment provider pays the money into your bank account. pirogue never sees the money or the card details.
Do I need a VADS contract, and how do I ask for one?
No. You open your Mobupay account online, with no bank contract, then link it to pirogue in a few minutes. Already have a VADS contract and an EpayNC account? You can keep them.
How long until I am online?
Your site and bookings, in a few days. Online payment, as soon as your payment provider, Mobupay or EpayNC, has approved your account; until then, your clients book without paying online.
Do my clients pay in CFP?
Yes: your prices are in CFP and your clients pay in CFP, into your account. Tourists pay with their foreign card; payment fees may then be higher.
Can I sell products?
Not yet: the pirogue shop is coming. Today, pirogue is for booking services: treatments, classes, outings, home services.
What if a client cancels?
Your client cancels with the link received by e-mail, up to 24 hours before the appointment; the time slot is released and you are notified by e-mail. Any refund stays between you and your client.
How do I add my photos?
You send us your photos and we put them online, made lighter so they load fast on phones. Without photos, your site stays clean, with plain colour blocks.
How do I set my opening hours?
You enter your days, your hours and the length of each service. Your clients only see the free time slots.
What if I have to cancel an appointment?
Let your client know as soon as possible; we help you release the time slot and your client receives an e-mail.
Who refunds a client?
With Mobupay, the refund set by your cancellation policy is sent from your Mobupay account, automatically. With EpayNC, it is automatic if you turn on « Automatic refund » in your dashboard; otherwise, you refund from your EpayNC space. pirogue gives the order on your behalf, never with its own money; payment fees are not returned, the pirogue commission is, pro rata.
Which languages is my site in?
French and English. You write your texts in both languages; your clients pick theirs at the top of the page.
Can I have my own domain name?
Yes, with the Custom website. With the Pirogue subscription, your site has its address at pirogue.
Can I get my data back?
Yes. Your services, bookings and clients can be exported whenever you want, whether you stay or not.
Who helps me if something goes wrong?
A person from the team, by WhatsApp or e-mail, from Bourail. No robot, no call centre.
Requesting a VADS contract for EpayNC
For EpayNC, you request a distance selling contract from your adviser at your bank. Banks here expect French, so the template stays in French: fill in the brackets and attach the documents.
E-mail template (in French)
Objet : Demande de contrat de vente à distance (VADS) avec EpayNC
Bonjour,
Je souhaite proposer à mes clients le paiement par carte sur mon site, au moment où ils réservent mes prestations. Pourriez-vous m'indiquer les conditions pour ouvrir un contrat de vente à distance (VADS) utilisable avec EpayNC, la plateforme de paiement de Nouvelle-Calédonie ?
Mon activité : (à compléter). Mon prix moyen par réservation : (à compléter). Réservations par mois, à peu près : (à compléter).
L'adresse de mon site : (à compléter).
Vous trouverez en pièces jointes mon Kbis ou mon RIDET, une pièce d'identité et mon RIB. Pourriez-vous aussi me préciser la commission appliquée aux cartes calédoniennes et aux cartes étrangères ?
Je vous remercie par avance. Bien cordialement,
(Votre nom, votre téléphone)
Ask your bank for its fee, and for the fee on foreign cards.