Get paid the way you promise
ResNeo never holds your funds. Card charges route through Stripe Connect straight to your business account. Your job is to configure when money is due and what happens if someone cancels.
What this covers: a short go-live checklist, card holds for no-show protection, staff-created bookings when payment is required, and keeping messages aligned with your policy.
Go-live checklist
Payments flow (concept)
Connect Stripe first, then set payment rules on each service, class, event, or resource.
- Finish Stripe Connect onboarding (Settings → Payments).
- For each service, class type, event, or resource, choose the correct payment requirement (none, deposit, full payment, or card hold).
- Review Communications templates for deposit requests, confirmations, and reminders so wording matches your legal policy.
Guest checkout
Public flows automatically launch Stripe whenever money is required before confirmation. Guests see card fields hosted by Stripe (never custom card inputs).
Staff-created bookings
Phone and walk-in bookings follow the same payment rules. If the catalogue expects online payment, collect card details through the guided flow so ledgers stay consistent.
Card holds: no payment up front
A card hold protects you from no-shows without charging clients when they book. No payment is taken. The client's card is stored securely with Stripe, and you can charge a no-show fee if they do not attend. Nothing is ever charged automatically.
Turn on card holds
- In Settings, open the service editor (the same place you set deposits today).
- Choose Card hold as the deposit type.
- Set the no-show fee (£). This is the most you can charge if the client does not attend.
Card holds also work for class types, events, resources, and table booking rules. For classes, events, and tables the fee is per person. If you do not see the Card hold option, it is not switched on for your venue yet; contact support.
What clients see online
Clients enter their card details as part of booking, just like a deposit, but no money is taken. The booking confirms once the card is saved. Their confirmation explains that no payment was taken and shows the maximum no-show fee.
Card holds on phone bookings
- Create the booking as normal.
- When the service needs a card hold, a Card hold toggle appears on the New Booking form, switched on by default. Turn it off to waive the hold for this booking.
- Leave it on and the client receives a secure link by email or SMS to add their card details on their own device.
- The booking stays Pending until the card is saved, then confirms on its own. The client gets a reminder after 2 hours, and the booking cancels automatically after 24 hours if no card is added.
Charge a no-show fee
- Mark the booking as a no-show, exactly as you do today.
- Open the booking and choose Charge no-show fee.
- Check the amount and confirm. You can charge less than the maximum, never more.
Only admins can charge the fee. The card is released automatically 14 days after the booking, or as soon as the booking is cancelled in time. Once released, it can never be charged.
Late cancellations
Card holds follow your Cancellation notice (hours) setting, the same one that controls deposit refunds. If a client cancels before the notice period starts, the card is released and nothing can be charged. If they cancel late (inside the notice period), the card stays on file and you can still charge the no-show fee from the cancelled booking, exactly as you would for a no-show. Clients see the deadline in their confirmation, and they are warned before they confirm a late cancellation.
Cancelled it yourself, or happy to let it go? Open the cancelled booking and choose Release card hold to release the card without charging. If you do nothing, the card is released automatically when the 14 day window ends.
Refund a no-show fee
Charged in error, or the client had a genuine reason? Open the booking and choose Refund no-show fee. The money goes back to the saved card. Admins only.
Confirm or cancel links
Automated messages may include confirm or cancel links (for example /confirm/{bookingId}/{token}). Guests should understand deposit implications before they tap. Mirror that language in your templates.
Refunds and disputes
Cancellation windows live on each catalogue row. When you change a window, update email/SMS templates the same day so support teams quote the correct policy.
Troubleshooting payments
Start with Troubleshooting: Stripe if Connect is disconnected or payments fail mid-checkout. Most issues are incomplete onboarding or expired cards.