Payments, Deposits, Refunds and No-shows Policy
Last updated: 22 May 2026
This policy explains how Gigs handles card payments, cash bookings, booking deposits, refunds, cancellations, no-shows, payout timing, 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. For seller card payments and card booking deposits, Gigs uses Paystack-supported subaccount or split-payment routing where available so card payments are routed to the intended Seller at the time of transaction.
Paystack is not responsible for service fulfilment, user conduct, dispute decisions, service quality, seller verification decisions, or cash payments made outside Paystack.
Card payments
Card payments are processed through Paystack or another approved payment partner. Gigs stores limited payment records such as transaction references, payment status, amounts, timestamps, booking status, refund status, and payout or settlement metadata.
Cash bookings
Cash bookings are settled directly between the Buyer and Seller in person. Paystack does not process, settle, guarantee, reverse, refund, or protect cash payments. Gigs may still keep booking records, user identities, timestamps, booking status, cancellation records, no-show records, reports, messages, and dispute history.
Booking deposits
Some seller-priced bookings may require a card booking deposit after the Seller accepts the request and sets the final price.
- The deposit is normally 20% of the booking value, subject to any minimum or maximum amount shown in the app.
- The deposit is part of the total booking price, not an extra fee.
- The Buyer pays the deposit through Paystack, routed to the Seller's Paystack subaccount where Paystack supports and requires this structure.
- The booking is confirmed only after the required deposit is successfully paid and recorded.
- The remaining balance may be paid by card through Paystack or settled according to the payment method shown for that booking.
Payout and settlement timing
Sellers are not entitled to treat a booking deposit as final simply because it was paid. Gigs does not hold booking deposits in a stored-value wallet or internal seller balance. For Paystack-routed deposits, Paystack processes the card payment and related subaccount or split-payment routing. Gigs records the transaction reference, booking outcome, refund status, and marketplace decision.
Cancellations before seller acceptance
- No booking deposit should be charged.
- The booking should not count against the Seller's completion rate.
- The Seller is not treated as having failed to complete an accepted booking.
Seller cancellation or seller no-show
If the Seller cancels after a deposit has been paid, fails to attend, or fails to provide the booked service, the Buyer may be eligible for a refund of the deposit or another payment adjustment after Gigs reviews the available evidence.
Buyer cancellation or buyer no-show
If the Buyer cancels after confirmation, does not attend, or fails to provide required access or information for the service, the deposit may be retained by the Seller through the Paystack-routed payment flow, or otherwise handled according to the booking outcome and Gigs review.
Refunds and payment adjustments
Gigs may record, request, or help initiate refunds, reversals, or payment adjustments in limited circumstances, including:
- Seller cancellation after deposit payment.
- Seller no-show.
- Failed, duplicate, or incorrectly recorded payment.
- Fraud, abuse, or account misuse.
- Payment processor, bank, card network, or legal requirements.
- Other cases where Gigs determines a refund or adjustment is appropriate.
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@gigsapp.co.za