Gigs policy

Payments, Card Authorizations, Refunds and No-shows Policy

Last updated: 15 August 2026

This policy explains how Gigs handles card authorizations, card captures, eligible cash bookings, platform commission, cancellations, refunds, no-shows, legacy booking deposits, and the role of Paystack.

Role of Gigs and Paystack

Gigs manages marketplace rules, booking records, user accounts, service listings, reports, disputes, moderation, seller visibility, and platform enforcement. Paystack processes supported card payments and related payment records for Paystack-routed transactions. Gigs uses Paystack-supported preauthorization, subaccount, or split-payment routing where available.

Paystack is not responsible for service fulfilment, user conduct, dispute decisions, service quality, seller verification decisions, or cash payments made outside Paystack.

Payment options by booking location

For a booking at the Seller's location, the Buyer may choose card or cash when both options are shown in the App. House calls require card authorization and do not offer cash. For a house call, the Seller adds any travel fee before the Buyer authorizes the final total.

Card authorization is currently available only for bookings scheduled within the next five days and for totals of at least R25.

Card authorization and capture

The Buyer authorizes the full amount shown in the App through Paystack. An authorization reserves card funds but is not a completed charge. The amount is normally captured only after the service is completed and the Seller verifies the Buyer's six-digit completion code.

For a card booking at the Seller's location, authorization occurs before the request is sent to the Seller. For a house call, authorization occurs after the Seller accepts and adds any travel fee.

Gigs does not store full card numbers or CVV details. If the Buyer chooses to save a card, Gigs may store a reusable Paystack authorization token and limited card metadata for later supported bookings.

Cash bookings

Cash is available only for eligible bookings at the Seller's location when the App offers it. The Buyer pays the Seller directly after the service. Paystack does not process, settle, guarantee, reverse, refund, or protect cash payments.

Platform commission and settlement

Unless a promotion or different rate disclosed by Gigs applies, Gigs charges the Seller a platform commission of 15% of the completed booking amount, capped at R100 per booking.

For card bookings, commission and any authorized recovery of outstanding Seller debt may be deducted through settlement. For cash bookings, commission becomes an outstanding amount owed by the Seller and may be recovered from a later card settlement, or booking acceptance may be restricted until the balance is reduced.

Paystack or another payment provider may apply processing or settlement fees under its own rules and the transaction configuration. Gigs does not hold card funds in a stored-value wallet or internal Seller balance.

Cancellation before confirmation

If a booking is cancelled or expires before confirmation, no card amount should be captured. If an authorization already exists, the full authorization is normally released.

Seller cancellation or seller no-show

Seller cancellation normally releases the full card authorization. A verified Seller no-show also normally releases the full authorization. Gigs may review booking, attendance, time, location, message, and report records before adjusting an outcome.

Buyer cancellation

Cancellation more than 24 hours before the scheduled start normally releases the full card authorization. Cancellation 24 hours or less before the scheduled start may capture 20% of the authorized total and release the remainder.

Cash bookings create no card hold to capture. Cancellation charges apply only to the extent permitted by law. No cancellation charge will be imposed where applicable law prohibits it, including where section 17(5) of the Consumer Protection Act applies because the person for whom the booking was made cannot attend due to death or hospitalization. Gigs may request reasonable supporting information and may also waive or adjust a charge for supported exceptional circumstances.

No-shows

A no-show can be reported only after the required attendance, time, and location checks and currently from 15 to 60 minutes after the scheduled start.

A verified Buyer no-show on a card-authorized booking may capture 20% of the authorized total and release the remainder. A verified Seller no-show normally releases the full authorization.

Completed bookings

The full authorized card amount is normally captured after the completion code is verified. Cash is paid directly to the Seller after service. Platform commission is recorded for both payment methods.

Refunds and payment adjustments

An authorization release removes a hold before funds are captured; a refund returns a captured payment. Banks may take additional time to show either outcome.

Gigs may record, request, or help initiate refunds, reversals, or payment adjustments in limited circumstances, including:

Legacy booking deposits

An older booking created under a previous payment flow may still show a partial booking deposit and remaining balance. That booking continues to use the terms shown for it in the App. The current flow uses full card authorization rather than a standard 20% booking deposit.

Liability allocation

Sellers are responsible for accurately listing and delivering their services. Buyers are responsible for choosing Sellers, providing accurate booking details, attending bookings, and paying the agreed amount through the selected payment method. Paystack is responsible only for the Paystack-routed card payment processing services it provides.

Contact

Email: support@gigs-app.co.za

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