Payments

How guest payments work

Payments for Hidden Places bookings are completed securely through the platform.

You should only pay using the checkout process shown within Hidden Places.

When do I pay?

You will normally be asked to pay after the host has accepted your booking request.

An accepted request may not become a confirmed booking until the payment has been completed successfully.

Follow the instructions shown on your booking and complete payment within any stated time limit.

Review the booking before paying

Before entering your payment details, check the booking summary carefully.

Confirm:

• The Place and Experience.
• The booking date.
• The arrival and departure time or duration.
• The number of guests.
• The booking price.
• Any fees shown.
• The applicable cancellation terms.

Do not complete payment if any of the information is incorrect. Contact the host or Hidden Places support first.

How is payment processed?

Hidden Places uses Stripe to process guest payments securely.

Stripe handles your payment information and communicates the result of the transaction back to Hidden Places.

Hidden Places does not store your full card details.

What payment methods can I use?

The payment methods available to you will be shown during checkout.

Availability may depend on your device, payment provider, card issuer and the options currently supported by Hidden Places.

Do not assume a particular payment method is available until it appears on the checkout screen.

Payment fees

The total amount due will be displayed before you confirm payment.

This may include the Experience price and any applicable platform or payment-related fees.

What happens after payment?

When payment is successful, Hidden Places will update your booking status.

Your booking should only be treated as confirmed when the booking page displays the appropriate confirmed status.

You may also receive a confirmation email, but your Hidden Places account should be treated as the most up-to-date source.

If your payment is declined

A payment may be declined by your card issuer or payment provider.

Common reasons include:

• Incorrect card details.
• Insufficient funds.
• An expired card.
• A security check by your bank.
• Online payments being disabled.
• The payment being identified as unusual activity.

Check the information entered and try again. You may need to contact your bank or use another payment method.

Avoid submitting payment repeatedly

If the checkout page is slow, do not repeatedly press the payment button.

First check whether the booking status has updated or whether you have received a payment confirmation.

Contact Hidden Places support if you are unsure whether a payment has been taken.

If money has left your account but the booking is not confirmed

Occasionally, your bank may show a pending card authorisation before the final payment result has reached Hidden Places.

Check the booking status and allow a short period for the payment information to update.

If the booking still does not show correctly, contact Hidden Places support and provide:

• The booking reference, where available.
• The date and approximate time of payment.
• The amount shown.
• A description of what happened.

Do not send your full card number or security code.

Receipts and payment records

Keep your booking confirmation and any payment receipt for your records.

Your Hidden Places account should show the booking and relevant payment status.

Refunds

Whether a refund is due will depend on the circumstances of the cancellation and the cancellation terms applying to the booking.

Approved refunds are returned through the original payment method. The time taken to appear may depend on your bank or card issuer.

A refund being approved does not always mean it will appear in your account immediately.

Suspicious payment requests

Do not continue if a host asks you to:

• Pay directly into a bank account.
• Pay in cash before arrival.
• Use a payment link sent in a message.
• Pay through a different website or app.
• Share card or banking details in a conversation.
• Pay an additional amount that is not shown in your booking.

Protect your payment information

• Only enter payment details on the official checkout page.
• Do not send card details through messages or email.
• Do not share one-time security codes with a host.
• Sign out when using a shared device.
• Report any payment activity you do not recognise.

When to contact support

Contact Hidden Places support if:

• You cannot access the checkout page.
• Your payment appears to have been taken more than once.
• The booking status does not update after payment.
• The amount charged does not match the checkout total.
• You receive a suspicious payment request.
• An expected refund has not appeared after a reasonable period.