Payment Methods & Processing

Understanding how payments work helps ensure a smooth booking experience.

Accepted Payment Methods

Credit Cards:

• Visa
• Mastercard
• American Express
• Discover

Debit Cards:

• Any debit card with Visa/Mastercard/Amex logo
• Must support online transactions
• Processed same as credit cards

Digital Wallets:

• Apple Pay
• Google Pay
• Linked to existing cards

Not Accepted:

• Cash
• Checks
• Money orders
• Wire transfers
• Cryptocurrency
• Venmo/PayPal/Cash App

Why Card-Only?

• Secure transaction tracking
• Fraud protection for both parties
• Automated invoicing
• Easy refund processing
• Happiness Pledge coverage

How Payment Works

1. Add Payment Method:

• Enter card details when creating account
• Or add before first booking
• Information encrypted and secure
• Stored for future bookings
• Can save multiple cards

2. Authorization Hold:
When you book:

• We place temporary authorization hold
• Based on estimated task cost
• Reserves funds but doesn't charge
• Hold typically 1-7 days
• Released if you cancel in time

3. During the Service:

• No charges processed
• Monitor actual vs. estimated time
• Approve any scope changes
• Final cost calculated

4. After Completion:

• Pro marks task complete
• You review and approve work
• Actual charge processed
• Based on real time worked
• Includes any approved expenses

5. Receipt:

• Emailed immediately
• Detailed invoice
• Available in your dashboard
• Download as PDF

Payment Timing

When You're Charged:

• After service completion
• After you approve the work
• Within 24 hours of completion
• Never before service is done

Processing Time:

• Immediate charge authorization
• Appears on statement in 1-3 business days
• Pending charges show immediately

Authorization Holds:

• Placed when booking confirmed
• Amount based on estimate
• Released when final charge processes
• May take 5-7 days to fully clear

Payment Security

How We Protect You:

• PCI DSS Level 1 Compliant - Highest security standard
• 256-bit SSL Encryption - Bank-level security
• Tokenization - Your card number never stored
• Fraud Monitoring - 24/7 detection systems
• Secure Servers - Multiple redundancies

Your Data:

• Card details encrypted
• Pros never see full card number
• Only last 4 digits visible
• CVV never stored
• Automatic security updates

Fraud Protection:

• Real-time transaction monitoring
• Suspicious activity alerts
• Immediate issue investigation
• Unauthorized charge protection
• Zero liability if card stolen

Managing Payment Methods

Add New Card:
1. Go to Account Settings
2. Click "Payment Methods"
3. Select "Add Card"
4. Enter card details
5. Save

Update Card:

• Click on existing card
• Update expiration date
• Change billing address
• Update name on card

Remove Card:

• Select card to remove
• Click "Remove"
• Confirm deletion
• Must have at least one active card

Set Default:

• Choose which card charges by default
• Can change per booking
• Saves time on checkout

Expired Cards:

• We'll notify you before expiration
• Update before booking
• Failed payments if card expires

Understanding Your Bill

Line Items:

Subtotal:

• Pro's hourly rate × actual hours worked
• Rounded to nearest 15 minutes

Trust & Support Fee (15%):

• Platform service fee
• Covers: payment processing, insurance, support, Happiness Pledge
• Applied to labor only (not expenses)

Expenses:

• Materials/supplies (if applicable)
• Must be pre-approved by you
• Shown separately
• Sales tax may apply

Tips:

• Optional
• Add after service completion
• Pro receives 100%
• Common: 10-20% for great service

Total:

• Sum of all charges
• Amount charged to your card
• Shown before you confirm

Example Invoice:

Furniture Assembly Task (Pro rate: $50/hour)

• Hours worked: 2.5 hours
• Labor: $125.00
• Trust & Support Fee (15%): $18.75
• Supplies (pre-approved): $25.00
• Subtotal: $168.75
• Tip (15%): $18.75
• Total Charged: $187.50

Price Changes

Why Final Price May Differ:

Common Reasons:

• Service took longer than estimated
• Additional work requested
• Supplies needed
• Travel time (if outside area)

Your Approval Required:

• Pro must inform you of changes
• You approve additional time/costs
• Can decline extra work
• No surprise charges

If Service Takes Less Time:

• You pay only actual time
• Charged less than estimate
• No minimum charge (beyond Pro's minimum)

Refunds & Disputes

Requesting a Refund:
1. Report issue within 24 hours
2. Explain the problem
3. Provide photos/evidence
4. We investigate
5. Decision typically within 48 hours

Refund Process:

• Returns to original payment method
• Processing time: 5-10 business days
• Partial or full depending on issue
• May receive platform credit

Payment Disputes:

• Contact support immediately
• Provide documentation
• We review both sides
• Fair resolution sought
• Escalation available

Chargebacks:

• Contact us first before disputing with bank
• Chargebacks may result in account suspension
• We'll work to resolve issues directly
• Most issues resolved without chargeback

Failed Payments

Why Payments Fail:

• Insufficient funds
• Expired card
• Incorrect card details
• Bank decline
• Fraud detection

What Happens:

• You're notified immediately
• Service completion may be delayed
• Account hold until resolved
• Cannot book new services

Resolving Failed Payments:
1. Check card details
2. Verify funds available
3. Contact your bank
4. Update payment method
5. Retry payment

After Multiple Failures:

• Account may be suspended
• Outstanding balance required
• Resolution needed to continue

Tips & Gratuities

Tipping Your Pro:

• Completely optional
• Shows appreciation for excellent service
• Add through app after completion
• Pro receives 100% of tip

When to Tip:

• Exceptional service
• Went above and beyond
• Solved unexpected problems
• Very professional
• On time and efficient

Typical Amounts:

• 10-15%: Good service
• 15-20%: Great service
• 20%+: Exceptional service
• Flat amount also fine

How to Add Tip:
1. View completed task
2. Click "Add Tip"
3. Enter amount or percentage
4. Confirm
5. Charged to your card

International Cards

Non-US Cards:

• Most international cards accepted
• Must support USD transactions
• Foreign transaction fees may apply (from your bank)
• Some cards may not work

Currency:

• All prices in US Dollars (USD)
• No currency conversion by us
• Your bank handles conversion
• Conversion rates set by your bank

Billing Questions

Common Questions:

"Why was I charged more than estimated?"

• Service took longer than expected
• You approved additional work
• Supplies were needed
• Check invoice for breakdown

"What is the Trust & Support Fee?"

• 15% platform service fee
• Covers insurance, payments, support
• Enables Happiness Pledge
• Standard on all bookings

"When will I be charged?"

• After service completion
• After you approve work
• Usually same day as completion
• Within 24 hours maximum

"Can I pay my Pro directly?"

• No - all payments through platform
• Protects both parties
• Ensures insurance coverage
• Maintains Happiness Pledge
• Off-platform payments prohibited

"How do I get an invoice?"

• Emailed automatically after payment
• Available in dashboard
• Download as PDF
• Includes all transaction details

Contact Support

Payment Issues?

• Email: billing@royalpalmservices.com
• Phone: (561) 555-0123
• Live chat in app
• Response within 24 hours

We're here to help resolve any payment concerns!