- 1You book. Your dates are held immediately. The booking shows as Reserved, an invoice is created, and you get an email with the operator's bank details and your payment reference.
- 2A short hold of 8 minutes passes before you can enter a payment reference — it stops mistakes and spam, and is over before you have finished your transfer.
- 3You transfer the money and tap “I've made the transfer”. You have 2 days by default; some operators set their own window, and the exact deadline is on your booking page. The operator is told to look for your payment.
- 4The operator sees the money in their account and records it. Your booking is Confirmed. You get the confirmation email with the receipt, and the operator's phone number and email appear on your booking page.
- 5If the operator cannot find your payment they raise a query and you are asked for your receipt. A query left unresolved for 3 days closes in your favour.
- 6If the hold runs out with no payment recorded, the booking is released and the dates go back on sale. You are emailed. Nothing is owed.
- 7The day before: a reminder with the operator's details and your arrival information.
- 8On the service date the booking becomes Active; once the end date passes it is Completed and moves to Past in My Trips.
- 9Afterwards you are invited to leave a review. Reviews are only from people who completed a booking.
Cancelling: at least 24 hours before the service date you are refunded in full, unless the operator's published policy says otherwise. If the operator cancels, you are refunded in full whenever it happens. The operator transfers the refund to your bank account and marks it sent; you confirm it arrived. A refund marked sent that you never confirm is treated as received after 7 days, so tell us before then if it has not come.
Automatic steps — releasing lapsed holds, sending reminders, moving bookings to Active and Completed — run once a day, in the afternoon local time. That is why every deadline has a little grace rather than expiring on the exact minute.