Payments Terms, money your customers pay you

1. You are the seller

When your customer pays a deposit, a no-show fee, a ticket or a gift card, they pay you, through your own Stripe account connected to ours. You are the merchant of record: you appear on your customer’s statement, you are responsible for any tax on that money, and you decide and honour your own refunds. Gaplessly provides the software and is not a party to the sale. We take no commission on these payments, and would give at least 30 days’ notice before that ever changed; Stripe charges its own fees to your Stripe account.

For your Gaplessly subscription the roles are reversed: we are the seller, and the Billing Schedule applies.

2. Stripe’s terms

To take payments you open a Stripe account through Gaplessly and agree to Stripe’s Connected Account Agreement, which includes the Stripe Services Agreement. Stripe decides whether to approve your account, can ask you for information, and can hold or stop payouts under its own terms. We cannot override Stripe’s decisions.

3. What your customers are told

Before a customer pays a deposit or saves a card, your booking page shows the amount and your rules, taken from your settings: the deposit, when it is refundable, and any no-show or late cancellation fee. Keep those settings accurate, apply them as shown, and make sure any fee is a fair estimate of what a no-show or late cancellation costs you, not a penalty. Gaplessly does not add a card surcharge. Since 1 October 2026, Australian businesses may not surcharge eftpos, Mastercard or Visa card payments at all, so do not add one some other way.

4. Refunds

• You authorise Gaplessly to issue refunds from your Stripe account as your settings direct, for example refunding a deposit automatically when a customer cancels within your refund window, and whenever you or your staff choose to refund.
• If you cancel a booking yourself, refund any deposit or fee taken for it in full.
• A deposit can be non-refundable only if your booking page says so clearly before the customer pays.
• Refunds go back to the customer’s original card through Stripe. We cannot reverse a charge on your behalf outside these settings.

5. Disputes, chargebacks and losses

Keep your records honest: only mark a booking as a no-show or late cancellation when it was one, because a fee is charged on that record. If a customer says a fee was charged in error, look into it and refund it if they are right. Disputes and chargebacks on your payments are between you, your customer and Stripe, and you respond to them through Stripe. You are responsible for refunds, chargebacks, Stripe fees, fines and any negative balance on your Stripe account. If Stripe recovers any of those from us because we are the platform your account is connected to, you will repay us that amount. We will tell you promptly, with the details Stripe gave us.

6. Gift cards and tickets

A gift card or ticket you sell is issued by you, and you are responsible for honouring it and for the rules that apply to it. A ticket is a prepayment, not a deposit: if you cancel the event or experience, refund it in full. Gift cards must follow the gift card rules, including Australia’s minimum three-year expiry for most gift cards sold to consumers. If you close your account, tell your customers how outstanding gift cards and tickets will be honoured.

7. When we may switch payments off

We may pause payment features on your account if Stripe requires it, if we reasonably suspect fraud, or if you breach these terms. We will tell you why, and existing bookings are not affected.