Bug or question — when do you not pay?

Updated on 2026-04-27

We split support into two clear categories: bugs are always free, questions are partially included in your plan and beyond that a ticket costs €9 (or unlimited with the Premium Support add-on).

🐛 Bug — always free

A bug is something we built that does not work as it should. We fix it at no charge, regardless of your plan.

| Situation | Example | |---|---| | BedFlow shows an error | Red popup, 500 page, "something went wrong" | | Wrong calculation | Booking widget shows €0 or doubles VAT | | Email not delivered | Confirmation mail sent according to logs, but did not arrive | | Regression | A feature that worked stops working |

❓ Question — €9 per ticket above your plan

A question is about how you configure something or where to find it. Each plan includes a number of tickets per month:

| Plan | Included tickets / month | |---|---| | Starter | 1 | | Pro | 2 | | Business | 3 | | Hotel | unlimited |

Above that, a ticket costs €9 (post-paid on your next invoice). Examples of questions:

• "How do I create a new room?"
• "Which table shows my revenue per room?"
• "Why do I not see a wellness button?" → usually: your property has no wellness facility enabled
• "Can your system also connect to Booking.com?"

💡 Try free first: read the docs, type your question into the AI chatbot at the bottom of every page, or search by keyword. For 80% of questions you will find the answer there.

💎 Premium Support add-on — unlimited questions

For €49/month you get unlimited questions + 4h SLA on business days. Bugs remain free of course.

The Hotel plan already includes Premium Support — no extra cost.

Concrete examples

Example 1 — not our bug, but explained for free

A customer wrote: "My room 1 shows €0 tonight on the booking widget, that's not right."

We checked: their day-prices table was empty for that date, no rate rule active. Not our bug — their configuration. But we explained why for free (in the docs /docs/tarieven/dagprijzen) and pointed them to where to look next time.

Example 2 — our bug, fixed and no invoice

Another customer wrote: "A guest has paid but the status is still unpaid."

We checked: the Stripe webhook had not delivered the payment due to a temporary network issue. Our bug — we confirmed the payment manually, for free, and extended the webhook retry mechanism so it will not happen again.

When in doubt?

Just send an email to support@bedflow.eu with a clear description + screenshot. We categorise it and are honest:

• Bug → we fix it, no invoice
• Question → we answer; if it falls outside your included tickets, €9 is added to your next invoice — no surprises

Don't want to pay for a question? Say so in your email. We will point you to the right docs article with a "read this, if it still doesn't work then we'll bill the fix".