How guest payments, refunds and payouts work

How the money moves

1. 1

   Step 1: Wait for the guest to pay.

   Guests pay through Paystack, a payment company. They can pay by card, bank transfer or USSD. A booking only reaches you once it is paid.

   Good to know: Paystack adds a small fee on top. The guest pays it, not you. They see it before they pay.

2. 2

   Step 2: Host the stay.

   Accept the request, welcome the guest and help them. Send bills for extras they use.

3. 3

   Step 3: Confirm the check-out.

   Now we work out your payout. A payout is the money we send you for the stay.

   

4. 4

   Step 4: Wait up to 7 days (one week).

   Your payout is due 7 days after check-out. If the guest presses "Approve payment", it is due straight away.

5. 5

   Step 5: Look out for our emails.

   The Cabans team sends the money to your bank account. We email you when it is due, and when it is paid.

What you are paid

Your payout is worked out like this:

• What the guest paid for the stay. That counts new dates and extra nights too.
• Plus the bills and extras the guest paid.
• Take away any refund the guest got.
• Take away our 5% commission. That is ₦5 of every ₦100.

What is not in your payout

• Paystack’s fee. The guest paid it on top, so it is never taken from you.
• The caution deposit. A caution deposit is money a guest pays in case something gets damaged. It stays the guest’s, unless our team gives you part of it after a dispute.

When a guest gets money back

Who sends refunds

The Cabans team sends every refund and emails the guest. You never send refunds yourself.

Refunds reach the guest within 14 days (two weeks). Most arrive in about 5 days.

Paystack’s fee is never refunded.

Where to see your money

Open "Earnings" in the seller menu. It shows each stay’s payout and when it is due. See how to see your earnings and payouts.

Paid bills for extras also show as paid orders in "Orders".

Read next

• Your team and moneyHow to see your earnings and payoutsOpen "Earnings". It shows what each stay earned and what we pay you. We pay you 7 days after check-out, or sooner.
• Check-out and the caution depositHow to refund unused nights when a guest leaves earlyA guest left early? The nights they did not use are not refunded. You can choose to give them back.
• Check-out and the caution depositHow to release a caution deposit or raise a disputeIf all is fine, give the deposit back. If something was damaged, raise a dispute with proof. Our team decides.
• Changing or cancellingHow refunds workWhen you are owed money, the Cabans team sends it back to you. It arrives within 14 days, usually in about 5.

More about your team and money

• How to let your team manage bookingsAdd your team. Give each person a role with the right permissions. Then they can look after bookings for you.

More on Cabans

• List your short let