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Payments

This guide explains payment methods, processing, vouchers, and refunds for your bookings.

Payment Methods​

The booking system supports multiple payment methods to give you flexibility.

Credit/Debit Cards​

The most common payment method for bookings.

Supported Cards:

  • Visa
  • Mastercard
  • American Express (if supported by venue)
  • Other cards accepted by payment provider

How It Works:

  1. Enter card details securely
  2. Complete 3D Secure authentication if required
  3. Payment is processed immediately
  4. Booking is confirmed upon successful payment

Security:

  • All card processing is PCI-compliant
  • Your card details are never stored
  • Encrypted payment processing
  • 3D Secure adds extra security layer

Payment Providers:

  • Stripe: International card processing
  • Paytrail: Finnish payment gateway (supports local payment methods)

Vouchers and Gift Cards​

Vouchers are stored-value instruments like gift cards or store credit.

Voucher Types:

  • Gift Cards: Prepaid cards you purchase
  • Store Credit: Credit from refunds or promotions
  • Promotional Vouchers: Special vouchers from promotions

How to Use Vouchers:

  1. Enter your voucher code when booking
  2. System checks voucher balance
  3. Voucher amount is applied to booking
  4. Pay remaining balance with card (if needed)

Voucher Features:

  • Multiple vouchers can be combined
  • Partial voucher usage (balance remains)
  • Voucher never expires (unless specified)
  • Balance is tracked automatically

Example:

Booking Total: €100
Voucher Balance: €60
Remaining to Pay: €40 (charged to card)
New Voucher Balance: €0 (fully used)

Payment on Arrival (PoA)​

Some activities allow you to pay when you arrive at the venue.

How PoA Works:

  1. Select "Payment on Arrival" when confirming booking
  2. Booking is confirmed without upfront payment
  3. Pay when you arrive at the venue
  4. Venue staff confirms payment received

PoA Requirements:

  • Only available for certain products
  • May require minimum advance booking time
  • Must arrive by activity start time
  • Bring payment method (card or cash, as specified)

Important Notes:

  • PoA bookings can be cancelled if payment not received
  • Cancellation policies still apply
  • You must pay on arrival - cannot pay later

Deposits & Partial Payments​

Some products require only a deposit to secure the booking, with the balance due later. This is common for higher-value activities, courses, and events.

How Deposits Work:

  1. At checkout, the Payment step shows the deposit amount and the remaining balance — for example, "Pay deposit (€36.00) / Pay the rest (€84.00) at arrival"
  2. You pay the deposit now (by card via Stripe or Paytrail)
  3. The booking is confirmed immediately in a partially paid state
  4. The outstanding balance is settled later, in one of two ways the venue chooses per product (see below)

How the Balance Is Settled:

  • Online before the event — you receive an emailed payment link and pay the remaining balance by card before the activity.
  • At arrival — you pay the rest in person when you arrive (card or cash at the venue). No online payment link is sent. This is common for parties and packages, where the final amount can change on the day (group size, food, add-ons). When you arrive, staff collect only what's still owed — never the full total again.

Deposit Amount:

  • Set by the venue per product — either a percentage of the total (e.g. 30%) or a fixed amount (e.g. €25)
  • The exact split is always shown before you pay; you are never charged more than the displayed deposit

Balance Reminder:

  • For balances due online before the event, if the venue has enabled reminders you receive an automated email with a secure payment link as the balance due date approaches
  • The reminder shows your booking reference and the exact outstanding amount
  • The system only reminds you — it never auto-charges the balance
  • Products where the balance is due at arrival don't send these online reminders — you simply settle up at the venue

Pay Later Without a Deposit:

  • Some products let you confirm now and pay the entire amount later (no upfront deposit) — you'll see this as a "pay later" option at checkout when the venue allows it

Mixed Payment Methods​

You can combine payment methods for flexibility.

Common Combinations:

  • Voucher + Credit Card
  • Multiple Vouchers + Credit Card
  • Voucher + Payment on Arrival

How Mixed Payments Work:

  1. Apply voucher(s) first
  2. Remaining balance paid with card
  3. You see breakdown of both payments
  4. Both transactions in your confirmation

Example:

Booking Total: €150
Voucher 1: -€50
Voucher 2: -€30
Remaining: €70 (charged to card)

Payment Processing​

When Payment Happens​

Standard Flow:

  1. Create booking hold (no payment yet)
  2. Complete payment to confirm booking
  3. Payment processed immediately
  4. Booking confirmed upon success

Payment Timing:

  • Payment is processed at confirmation time
  • Not processed when creating hold
  • Must complete payment before hold expires

Payment Authorization​

What Happens:

  1. Payment method is authorized
  2. Funds are reserved (not charged yet for some methods)
  3. Payment is captured immediately upon confirmation
  4. Booking is confirmed

Authorization vs Capture:

  • Some providers authorize then capture
  • For bookings, capture happens immediately
  • Ensures funds are available
  • Booking is secured once payment captured

Payment Confirmation​

After Successful Payment:

  • You receive payment confirmation
  • Booking is confirmed
  • Receipt is generated
  • Payment appears in your account

Payment Details Include:

  • Amount charged
  • Payment method used
  • Transaction ID
  • Payment date and time
  • Booking reference

Refunds​

When Refunds Are Issued​

Refunds are automatically processed when:

  • You cancel a booking (according to cancellation policy)
  • Venue cancels your booking
  • Activity is cancelled by provider
  • You're entitled to refund under policy

Refund Processing​

How Refunds Work:

  1. Cancellation triggers refund calculation
  2. Refund amount determined by policy
  3. Refund processed to original payment method
  4. Processing time varies by method

Refund Timeline:

  • Card Refunds: 3-5 business days
  • Voucher Refunds: Instant (balance restored)
  • Bank Transfer: 5-7 business days

Refund Methods:

  • Refunded to original card automatically
  • Voucher balances restored to voucher
  • Mixed payments refunded proportionally

Refund Amount​

Refund amount depends on:

Cancellation Policy:

  • Full refund (if within policy window)
  • Partial refund (minus fees)
  • No refund (if outside policy window)

Fees Deducted:

  • Cancellation fees (if applicable)
  • Processing fees (rare, check policy)
  • Service fees (if any)

Example Refund Calculation:

Original Payment: €100
Cancellation Fee: €10 (10%)
Refund Amount: €90
Processing Time: 3-5 business days

Refund Status​

Checking Refund Status:

  • View booking details
  • Check refund status
  • See refund amount and expected date

Refund States:

  • Pending: Refund requested, awaiting processing
  • Processing: Being processed by payment provider
  • Completed: Refunded and funds returned
  • Failed: Processing failed (contact support)

Partial Refunds​

Some situations result in partial refunds:

Examples:

  • Cancellation fee deducted
  • Partial attendance refunds
  • Service fee retained
  • Promotional discount not refunded

Partial Refund Breakdown:

Original Payment: €100
Cancellation Fee: -€20
Refund Amount: €80

Refund to Voucher​

Sometimes refunds are issued as voucher credit instead of cash:

When This Happens:

  • Policy specifies credit-only refunds
  • Cancellation too close to activity time
  • Special promotions

Voucher Credit:

  • Credit added to new voucher
  • Can be used for future bookings
  • No expiration (unless specified)

Vouchers and Gift Cards​

Using Vouchers​

Applying Vouchers:

  1. Enter voucher code during booking
  2. System validates and applies balance
  3. Covers full or partial payment
  4. Remaining balance stays on voucher

Voucher Validation:

  • Code must be valid
  • Must have sufficient balance
  • Must not be expired
  • Must be applicable to product

Multiple Vouchers:

  • Can combine multiple vouchers
  • Applied in order you enter them
  • Total balance applied to booking
  • Unused balance remains on each voucher

Voucher Balance​

Checking Balance:

  • Enter voucher code on booking page
  • System shows current balance
  • Balance updates after each use
  • Track balance across bookings

Balance After Use:

Initial Balance: €100
Booking Cost: €60
Remaining Balance: €40 (available for future bookings)

Gift Cards​

Purchasing Gift Cards:

  • Buy from venue or online
  • Specify amount
  • Receive voucher code
  • Give as gift or use yourself

Redeeming Gift Cards:

  • Enter gift card code when booking
  • Balance applied to booking
  • Remaining balance stays on card
  • Can use across multiple bookings

Gift Card Features:

  • No expiration date (typically)
  • Can be used multiple times
  • Balance persists until used
  • Perfect for gifting experiences

Payment Security​

Secure Processing​

Security Features:

  • PCI-compliant payment processing
  • Encrypted payment data
  • Secure payment gateways
  • No card storage on our systems

Your Information:

  • Card details never stored
  • Payment processed securely
  • 3D Secure authentication when required
  • Secure connection (HTTPS)

3D Secure​

What is 3D Secure?

  • Extra security layer for card payments
  • Verified by Visa / Mastercard SecureCode
  • Additional authentication step
  • Protects against fraud

How It Works:

  1. Enter card details
  2. Redirected to bank authentication
  3. Complete verification (SMS code, app approval, etc.)
  4. Return to booking confirmation
  5. Payment processed

If Authentication Fails:

  • Payment cannot proceed
  • Try different card or payment method
  • Contact your bank if issues persist

Payment Issues​

Payment Declined​

Common Reasons:

  • Insufficient funds
  • Card expired
  • Incorrect card details
  • Bank security block
  • Payment limit exceeded

What to Do:

  1. Check card details are correct
  2. Verify sufficient funds
  3. Check card hasn't expired
  4. Contact bank if needed
  5. Try different payment method

Payment Processing Errors​

If Payment Fails:

  • Hold may still be active
  • Try payment again
  • Check payment method
  • Contact support if issues persist

Transaction Not Showing:

  • Wait a few minutes
  • Check bank account
  • Verify payment confirmation email
  • Contact support with transaction ID

Duplicate Charges​

If Charged Twice:

  1. Check both transactions
  2. One may be authorization (not actual charge)
  3. Authorization should drop after a few days
  4. Contact support if both charges process

Prevention:

  • Don't click "Confirm" multiple times
  • Wait for payment processing
  • Check booking status before retrying

Payment Receipts​

Receipt Details​

What's Included:

  • Booking reference number
  • Payment amount and currency
  • Payment method used
  • Transaction ID
  • Payment date and time
  • Itemized breakdown

Getting Receipts​

Automatically Provided:

  • Email confirmation includes receipt
  • Downloadable PDF receipt
  • Printable receipt on booking page
  • Receipt in confirmation email

For Records:

  • Save email confirmation
  • Download PDF receipt
  • Print for your records
  • Receipt suitable for expense claims

Common Questions​

Can I change my payment method after booking?​

Generally no - payment is processed at confirmation. Contact support if special circumstances.

How do I use a voucher I received?​

Enter the voucher code during booking. It will be applied automatically if valid and has sufficient balance.

What happens if my payment fails?​

Your hold may expire. Try again with a different payment method or contact support for assistance.

Can I pay in installments?​

Most bookings require full payment upfront. Some venues may offer payment plans - contact them directly.

How long do refunds take?​

Card refunds typically take 3-5 business days. Voucher refunds are instant.

Can I get a refund if I don't attend?​

This depends on the cancellation policy. Generally, no-shows don't receive refunds, but check the specific policy.

What payment methods do you accept?​

Credit/debit cards, vouchers, and payment on arrival (for eligible products). Check booking page for specific options.

Is my payment information secure?​

Yes, all payments are processed through PCI-compliant providers. Your card details are never stored on our systems.

Can I use multiple vouchers?​

Yes, you can combine multiple vouchers for a single booking. Enter all voucher codes during checkout.

Getting Help​

Payment Support​

For Payment Issues:

  • Contact support with booking reference
  • Include transaction ID if available
  • Describe the payment issue
  • Provide payment method details (last 4 digits)

Common Support Requests:

  • Refund not received
  • Payment processed but booking not confirmed
  • Duplicate charges
  • Payment method issues

Next Steps​