17/08/2026
💰When your payment goes on a little adventure… 😂
We recently received a rather disgruntled message from a customer whose payment had been left uncaptured by our system, stating he will start charging us interest should the money not be put back into his bank.
So, just to clear up a little bit of booking-system mystery:
💳 If your payment has successfully gone through, you will ALWAYS receive a confirmation email. That email is your best friend — if you haven't received it, please don't assume your booking has been completed.
An uncaptured payment isn't necessarily an error with our booking system. Occasionally, a payment can be authorised by the bank/card provider but not actually captured by the merchant. This can happen for a number of reasons during the payment process. In simple terms, your bank may temporarily say “yep, looks good!” while the actual transfer never gets completed.
And importantly, if a payment hasn't been captured, we don't actually have your money. It may appear as a pending transaction with your bank, but the money hasn't reached us. So there isn't money sitting in our account earning interest that we can hand back to you — much as we might enjoy the idea! 😄
The takeaway: No confirmation email = don't assume your payment/booking is complete. Give us a shout and we'll happily check it for you ❤️
