Payments
How Stripe Connect works here
Your business is the merchant. Deposits go straight into your own Stripe account — Tornaly never holds your money.
The short version
| Question | Answer |
|---|---|
| Who is the merchant? | You. The charge is made on your Stripe account, in your business’s name. |
| Who holds the money? | Stripe, then your bank. Tornaly never holds or touches the funds. |
| Who pays card fees? | Your Stripe account pays Stripe’s fees directly. |
| Does Tornaly take a cut? | No. There is no platform fee on your payments. |
| Who checks my identity (KYC)? | Stripe collects and verifies your business details. |
| When do I get paid? | On Stripe’s normal payout schedule for your account. |
| Can I see my payments? | Yes — you get the full Stripe Dashboard: payments, payouts, refunds, disputes, reports. |
| Who covers losses from refunds or disputes? | Stripe is responsible for negative balances on your account, not a middleman. |
Connect your account
Go to Settings → Payments & deposits
Only the Owner can connect or disconnect. Managers can see the status.
Choose Connect with Stripe
You’re taken to Stripe to create or sign in to your account and enter your business details.
Come back
The page shows Stripe is connected — Taking payments, or Stripe needs a few more details with a Finish Stripe setup button.
Use Check status if you finished something in Stripe and want the page to update.
What you see in Settings
- Your connection status.
- Services with a deposit, with each amount, and the no-show deposit rule.
- Any refund that failed and needs you (see below).
Refunds and disputes
Automatic refunds
Tornaly refunds a deposit automatically, in full, when:
- an appointment is cancelled in time, or your team cancels without a penalty (see Cancellations & no-shows);
- a client pays after their hold ran out and the time was taken meanwhile;
- a client pays twice, or pays for a booking that no longer exists.
Everything else happens in your Stripe Dashboard
- Partial refunds, or refunds for any other reason.
- Failed refunds: you get an alert (“Deposit refund failed — refund it in Stripe and let the customer know”).
- Disputes (chargebacks): you get an alert, and you respond in Stripe.
Refunds you make in Stripe are picked up by Tornaly automatically, so the booking shows the right status.
Disconnecting
Only the Owner can disconnect. It’s blocked while money is still moving:
- unpaid deposit links that are still open;
- refunds that haven’t finished (or failed);
- upcoming confirmed appointments with a paid deposit.
Once disconnected, new bookings are made without deposits. If you remove access from inside Stripe instead, deposits stop the same way.
Important
Deposits come with the Booking and Front Desk plans. On Free, new bookings are made without deposits; deposits already paid are kept. See Trial & your subscription.