Online payments and refund policy

Each service can ask customers to pay online when they book, offer it as a choice, or skip card payment entirely. You also decide whether a cancellation gets a refund.

Online payments require Stripe to be connected and the business-wide toggle to be on. See Accepting online payments first.

Payment policy per service

• Pay at appointment (default) — no card collected at booking. Use for cash, card-in-person, or invoiced services.
• Optional online payment — customers see a Pay now / Pay at appointment choice on the confirmation step.
• Required online payment— booking is held for 15 minutes while the customer pays. If they don't finish paying, the slot is released and the booking is auto-cancelled.

Online payment can only be enabled on services with a price set. A service priced at Price on request always falls back to Pay at appointment.

Refund policy and cancellation window

For services that take online payment, two fields control what happens when a customer cancels:

• Cancellation window— how many hours before the appointment a cancellation still counts as "on time".
• Refund policy:
  • Full refund within window — automatic refund if the customer cancels at least cancellation window hours before the appointment. Outside the window, no refund.
  • No refund — once paid, the charge is non-refundable. You can still issue a refund manually from the booking detail screen.

Owner override on cancel

When you (or staff with Manage bookings) cancel a paid booking from the admin schedule, you can override the policy and force a full refund or no refund regardless of the window. Customers cancelling themselves always follow the policy.

Editing the policy later

Changes apply to future bookings only. Bookings already paid keep the refund policy that was in effect when they were created.