Refund Policy
Last updated: October 20, 2026
1. Overview
Holdslots helps Merchants collect booking deposits. Deposits are charged to the Merchant’s Stripe Connect account. This policy explains how cancellations, no-shows, and disputes are handled. Individual Merchants may also show cancellation settings on their booking page; those settings apply to that shop’s bookings unless Holdslots intervenes for fraud or safety.
2. Who issues refunds
Refunds are processed through Stripe against the original deposit charge. Merchants can refund eligible bookings from their tools where available. Holdslots admins may also issue a refund when investigating reports, merchant suspension, or clear payment errors. Refunds can only succeed while funds remain available under Stripe’s rules (including Connect balance and charge status).
3. Client cancellations
If a Client cancels within the Merchant’s refund window (default often 24 hours before the appointment, configurable by the Merchant), they generally receive 95% of the deposit back. Holdslots keeps its 5% platform fee. Cancellations outside the window forfeit the deposit (Merchant keeps 95%, Holdslots keeps 5%).
4. Merchant cancellations
If a Merchant cancels a confirmed booking, the Client gets the full deposit back, including Holdslots' 5%. Contact the Merchant first; if you cannot resolve it, use the review / report flow in your confirmation email or contact Holdslots support.
5. No-shows
If a Client does not attend without cancelling in time, the Merchant may retain 95% of the deposit. Holdslots keeps 5%. Holdslots may still review reports of misuse.
6. Service not provided / suspected scam
After the visit we email the Client. For new shops we hold the Merchant’s payout at least five (5) days after the visit and until five (5) distinct customers have used that shop. Client reports go to Holdslots for review; they do not automatically stop payouts. Holdslots may suspend a shop or issue a refund after review. False reports violate our Terms.
7. Timing
Once a refund is issued in Stripe, banks and card networks typically take 5–10 business days to show the credit. Holdslots does not control card issuer timing.
8. Platform fees
Holdslots takes 5% of every paid deposit. That fee is kept if the Client cancels (in or outside the refund window), the visit completes, or the Client is a no-show. If the Merchant cancels, or Holdslots refunds a confirmed problem, the Client gets the full deposit back and that 5% is returned too. We can only refund what was charged as the deposit — not cash paid at the shop. Stripe’s card processing fees are separate and may not be returned on refunds.
9. Chargebacks
Clients may also dispute a charge with their bank. Chargebacks are handled under Stripe’s dispute process and may result in account holds or suspension. Provide documentation promptly if asked.
10. Contact
For refund questions, contact the Merchant listed on your booking first, then Holdslots using the contact details on the site or in transactional emails. Also see our Terms of Service.