Booking & Payment Policies

Who holds the money

You do. Every payment a client makes (deposits, balances, fees) is charged on your own Stripe account and lands in your own Stripe balance. Nabi never holds your money and never pays it out to you.

In payment terms you are the merchant of record. Your clinic's name is what appears on your client's card statement. That also means refunds and chargebacks are yours to settle, and payouts run on your Stripe payout schedule, not ours. Nabi takes a 3% platform fee on payments we process for you, deducted at the time of the charge; Stripe's own processing fees are separate and go to Stripe.

Deposits

A deposit is a card hold, not a prepayment. When a client books online they enter a card, nothing is charged that day, and they pay the full price at the clinic as usual. The deposit amount is what gets charged to that card if they don't turn up and your desk marks the appointment a no-show. You can set a flat amount, a percentage of what was booked, or nothing at all.

Options

none · fixed · percentage

Default

none

Per client

default · required · waived

You can override the rule for one person: waive it for a regular of ten years, or require one from a client who has already missed twice, even if you normally take none.

The client is told the exact amount before they enter a card. Your booking page says what it is for, how much, and that it is only charged on a no-show. A client who cancels or reschedules in time is never charged; one who cancels inside your notice window is only charged if you set a late-cancellation fee below.

Cancelling

Clients cancel from the link in their confirmation email or from their account. You set a notice window: how far ahead you'd like to hear about it. Inside that window your booking page asks them to call you instead, so you have a chance to fill the slot. Outside it, cancelling is free and self-service.

Setting

Cancellation notice

Default

0 hours (no window)

Range

0 – 168 hours (7 days)

Today the notice window is a request, not a charge. A client who cancels an hour beforehand loses their deposit if they paid one, but Nabi bills nothing extra; we don't threaten a fee we can't collect. Late-cancellation fees are being built.

Rescheduling

Clients can move their own appointment and their deposit moves with it. Because of that, moves are capped: without a limit a client could hold a chair week after week on one deposit without ever turning up or forfeiting it. Once they reach the cap they're asked to call you.

Setting

Online reschedule limit

Default

3 per booking

Unlimited

set to 0

Your front desk is never capped. Moving someone twice out of goodwill doesn't spend their allowance. Clients are told how many moves they have left before they use the last one, not at the moment they're refused.

No-shows

Your front desk marks the appointment as a no-show from the bookings list or the calendar. What that costs the client depends on how you take payment.

TodayAvailable

• If they saved a card when they booked, your deposit amount (or your no-show fee, where you take no deposit) is charged to it the moment you mark the no-show. You're told right away whether the charge went through.
• A declined card never blocks your desk: the no-show is recorded, the fee is logged unpaid, and you can take it at their next visit.
• If they have no card on file (a phone or walk-in booking), nothing is charged.
• Older bookings that prepaid a deposit keep it the moment you mark the no-show; undoing a mis-tap puts it straight back.

One missed appointment is billed once: the fee is never charged on top of a kept prepaid deposit, never after you've refunded someone, and never twice for the same booking, even if reception flips the outcome back and forth.

Refunds

A card hold has nothing to refund: nothing was charged. For a booking that did prepay a deposit, or a no-show fee you've decided to waive after the fact, you can refund it from the booking itself. Nabi's 3% is returned to you along with it, so a refunded booking costs you nothing in platform fees. "Actually, give it back" is a decision you're allowed to change your mind about.

Tips

Off by default. Switched on, clients can add a tip when they pay and it rides on the same card charge the way a terminal does it. Nabi takes no cut of a tip. Our 3% applies to the service only, and the tip passes through to you, and from you to your staff member, whole.

What your clients are told

Every rule above is shown to the client before it costs them anything, in the language they're browsing in. The same words appear on your booking page, on the manage-appointment link, in their account and in their confirmation email, so nothing contradicts anything else:

• The deposit amount and that it comes off their total, before they pay.
• That it isn't refunded if they cancel or miss the appointment.
• That it carries over if they reschedule.
• The exact date and time their free-change window closes, in your clinic's timezone.
• How many online reschedules they have left.

This matters more than it sounds. A client who was told the rules up front and cancelled anyway rarely disputes the charge. A client surprised by it usually does, and a chargeback costs you the money and a fee on top.