Why was I charged more than expected?
We charge a 15% platform fee based on the Total Session Price confirmed in the booking panel.
If a payment looks higher than expected, appears close to another payment, or arrives when you have not had a recent session, start by identifying the booking or bookings it covers.
Match the receipt to your bookings
The date a fee is collected can be later than the session date. With standard billing, we collect the fee two days after the scheduled session. Weekly billing, or a later successful retry after a failed payment, can collect it later than that.
- Open the Stripe email receipt and find the Clients line.
- Go to Bookings and select Past.
- Match the client username or usernames on the receipt to your completed bookings.
- More than one client username on one receipt means those booking fees were grouped into a single payment.
- Separate successful receipts naming different clients relate to different booking fees, even when they are collected close together.
- A failed payment attempt is not an additional successful charge. If a later retry succeeds, that payment may simply be collected closer to another fee.
Grouped payments
We may group multiple session fees into one transaction. The payment will be higher than the fee for a single session, and the receipt's Clients line identifies the bookings it includes.
Unnecessary manual payments
If you manually paid a fee because you thought it was required, the automatic charge may still go through on schedule and create a duplicate payment.
The Misc Payments section is only for exceptional cases where you cannot officially record a session in our system.
If you paid manually and were then charged automatically for the same booking, use the Contact form. Choose Refunds & adjustments, select the applicable booking, and click Session didn't occur, even though that label does not technically describe the situation.
Still unsure about a payment?
After comparing the successful receipt with your Past bookings, use Refunds & adjustments only if the payment has no matching booking, the session did not occur, or the same booking fee was genuinely collected twice.