When does the money reach my bank?

Guests pay by card straight onto your own account. The payment is then held for a short period before paying it out to your bank: at least 48 hours on a US account, and 7 days on a Mexican one. The 7 days is Stripe's own minimum for Mexico — we can't shorten it and neither can you.

The hold is deliberate and it works in your favour. It is what lets a guest cancellation be refunded out of the payment while it's still sitting there, instead of being clawed back from your bank account weeks later.

Once Stripe has paid you out, no refund is ever taken from you automatically. If a guest has a case at that point, we come and agree it with you first.

You can see every payment and payout in your own Stripe dashboard — it's your account, not a sub-ledger we keep.