Effective date: August 5, 2026 · Last updated: August 5, 2026
This Policy explains how deposits work on TurnUp — how they're collected, what happens if a Client cancels, reschedules, or doesn't show up, and how refunds are handled. It is part of our Terms of Service and applies to every Booking that involves a deposit.
Many service businesses lose money when a Client books a time and simply doesn't show up. TurnUp lets a Business User optionally require a Deposit at the time of Booking to reduce that risk. Deposit amounts, whether a Deposit is required at all, and the exact cancellation window are configured by each Business User individually — this Policy explains the platform-wide rules that sit around those individual choices.
A Business User can set a Deposit as either a flat amount or a percentage of the service price, and can override the amount for a specific service. If a Deposit is required, the amount due, and the balance payable at the business, are shown to the Client before they confirm the Booking.
Where a Business User has connected a payout account, the Deposit is charged automatically through our payment processor (Stripe or Paystack, depending on the business's country) at the time of Booking. The Deposit is processed toward the Business User's payout, less any Platform Fee disclosed at checkout.
Some Business Users collect Deposits manually (for example, by bank transfer or mobile money) outside TurnUp's payment processing. In that mode, the Client tells TurnUp they've sent the Deposit, and the Business User confirms receipt. TurnUp does not process, hold, or guarantee manually-collected funds — the arrangement is directly between the Client and the Business User, and TurnUp's role is limited to recording the Booking status.
For Bookings that don't require an immediate Deposit charge, TurnUp typically sends a reminder by SMS or WhatsApp before the appointment (commonly 24 hours and 2 hours before, where the Booking was made far enough in advance). Replying "1" confirms your Booking; replying "2" requests a reschedule link. For seats in a group class or seminar, self-serve rescheduling by reply is not available (a session has fixed capacity and a fixed time) — you will instead be asked to contact the business directly to change your session.
Unless a Business User displays a different window at booking time, TurnUp's default guidance to businesses is that a Booking can be rescheduled free of charge up to 12 hours before the scheduled time. Cancelling or rescheduling after that window is at the Business User's discretion and may result in the Deposit being kept, in line with Section 6.
If a Client does not arrive for a confirmed Booking, the Business User can mark the Booking as a "no-show." Where a Deposit was paid or manually verified, the Business User then chooses to either:
TurnUp does not decide, and is not responsible for, which option a Business User chooses for a given no-show. If you believe a no-show was recorded in error, contact the business directly, or contact support@turnup.show if you are unable to resolve it with them.
Where a refund is due — whether because a Business User chose to refund a no-show Deposit, cancelled a Booking themselves, or a session was cancelled by TurnUp for a policy violation — refunds for Deposits collected automatically are issued to the original payment method through Stripe or Paystack. Processing time depends on the processor and your bank or mobile-money provider, and can take several business days to appear. Manually-collected Deposits are refunded directly by the Business User, outside TurnUp's payment systems.
For a class or seminar with limited seats, each attendee's Deposit (if any) is collected and held individually for their own seat — one attendee's no-show does not affect another attendee's Booking or Deposit. If a Business User cancels an entire session (for example, due to low enrollment), they are responsible for refunding or otherwise making right every attendee who paid a Deposit for that session; TurnUp will assist by flagging affected Bookings but does not independently issue those refunds unless the underlying charge was processed automatically through our payment processor.
Collected Deposits are paid out to Business Users according to the payout schedule and risk rules of our payment processor (Stripe or Paystack), which we do not control. TurnUp does not guarantee a specific payout timeline, and a processor may place a temporary hold on funds as part of its own fraud-prevention or compliance review.
If you believe a Deposit was charged, kept, or refunded incorrectly, please contact the Business User first, since they control the Booking and no-show decision. If you cannot resolve it together, contact support@turnup.show and we will look into it. Initiating a card chargeback without first attempting to resolve the issue may result in your account being suspended while the dispute is investigated, consistent with our Acceptable Use Policy.
We may update this Policy from time to time by posting a revised version with a new "Last updated" date, as described in our Terms of Service.
Questions about a Deposit or refund can be sent to support@turnup.show.