1. What is the Payment Protection trial?
This is a trial of a new feature that protects you (our partners) against late cancellations and no-shows.
When a client chooses to ‘pay at venue’ when booking an appointment at your salon through the Treatwell app or website, they will be asked to secure their booking with their card details.
If they attend their appointment as expected then they will pay you directly just like any normal pay at venue booking.
However if they late cancel or do not show up to their appointment, then Payment Protection will be applied and they will be charged the full amount of their booking.
Please see the PHC article about how Payment Protection works here.
2. Can I opt-out at any time?
Yes, you can opt-out of the trial at any time by getting in touch with your Account Manager.
3. How is payment taken if a client no-shows?
The card the client used to secure their booking is charged.
- If this is a new client to you, the usual commission will apply.
- If this is a repeat client then a 2% payment processing fee will be charged as Treatwell took the payment (the same as prepay).
You will have control over stopping the charge or giving a possible refund if you see appropriate, straight from Connect.
Please note that if the client cancels due to COVID-19 health reasons, they will not be charged.
4. Does Payment Protection apply to new clients only?
No, it applies to all bookings through the Treatwell app and website. New and repeat clients will be asked to secure their booking when booking through the app.
5. Does Payment Protection apply to all bookings on the Treatwell marketplace?
Yes. Payment Protection will apply to all bookings placed on the Treatwell app or Treatwell website – but not the widget installed anywhere else.
If you want the Payment Protection to be applied to your repeat clients, encourage them to book via the Treatwell app or desktop website.
6. Do I have to pay for being part of the Payment Protection trial?
No, you do not have to pay a fee to be part of the trial – it’s free for our partners.
7. Are clients aware that their booking is secured with a card?
Yes, they are. We make it very clear during the booking process that they have to secure their booking with a card and if they cancel too late or do not turn up then they will be charged.
Check out what your clients will see in the video below.
8. What if a client books more than one treatment?
Treatwell Payment Protection will only apply if they cancel or miss all treatments they booked. If they show up for any of the treatments, Payment protection won’t apply.
For example, if a client books a manicure and a haircut in the same booking, then doesn’t show up for one of the treatments but shows up for the other, Payment Protection won’t apply.
9. What counts as a late cancellation?
A late cancellation is when a client cancels within the cancellation period you have set. Typically this is 24/48/72 hours.
10. How long will the Payment Protection trial last?
It will last for about 8 weeks but we might need to shorten or extend it depending on the feedback from clients and partners
11. Is prepay still offered?
Yes, your clients can still prepay if you have opted in to Payment Protection.