Provider Payment and Payout Policy

Prepared for: BookCollar LLC

Business location: Utah

Document purpose: Provider-facing payment, payout, refund, chargeback, fee, and tax responsibility policy

Effective Date: May 18, 2026

Last Updated: May 18, 2026

This Provider Payment and Payout Policy explains how provider payments, payouts, platform fees, refunds, chargebacks, payout holds, payment disputes, tax responsibility, and payment processor requirements may work on BookCollar.

This policy applies to providers, provider applicants, and any user who offers, lists, accepts, or performs services through BookCollar.

This policy is incorporated into the Provider Terms and should be read together with:

• Terms of Service
• Provider Terms
• Booking, Cancellation, Refund, and Reschedule Policy
• Provider Standards
• Prohibited Services Policy
• Privacy Policy
• Any payment processor terms, including Stripe or Stripe Connect terms

BookCollar is an online marketplace platform that connects customers with independent third-party service providers.

BookCollar may facilitate customer payments and provider payouts through third-party payment processors, such as Stripe or another approved payment partner.

BookCollar does not act as a bank, escrow company, money transmitter, payroll provider, tax advisor, accountant, or employer.

Providers are independent businesses or independent service providers and are responsible for understanding their own payment, tax, accounting, and business obligations.

Providers may be required to complete payment processor onboarding before they can receive payouts.

BookCollar may use Stripe Connect or another payment processor to process payments and payouts.

Providers may be required to provide information requested by the payment processor, including:

• Legal name
• Business name
• Address
• Date of birth, if applicable
• Tax information
• Bank account information
• Identity verification information
• Business verification information
• Ownership information, if applicable
• Additional information required for compliance, fraud prevention, tax reporting, or payment processing

The payment processor may approve, reject, restrict, delay, or suspend provider payout access based on its own requirements.

BookCollar is not responsible for delays or restrictions caused by the provider's failure to complete payment processor onboarding or comply with payment processor requirements.

Providers must comply with all applicable payment processor terms, including Stripe or Stripe Connect terms where applicable.

Payment processor terms may govern:

• Identity verification
• Payout eligibility
• Payment processing
• Refunds
• Chargebacks
• Negative balances
• Risk reviews
• Prohibited businesses
• Tax reporting
• Account holds
• Account termination
• Disputes
• Compliance requirements

If a provider violates payment processor terms, BookCollar may restrict or suspend provider access, payout eligibility, listings, bookings, or other platform features.

Customers pay for bookings through BookCollar's Stripe-hosted checkout flow. Customers are directed to a Stripe-hosted checkout page to enter payment information. BookCollar does not store full card numbers on its own servers.

The total amount charged to the customer at checkout equals:

• The service price after any provider discount codes; plus
• The BookCollar platform service fee (currently 7% of the service price after discounts), shown as a separate line item

Taxes, add-ons, cancellation fees, no-show fees, or other disclosed charges may also apply.

The total amount charged to the customer and the fee amounts are fixed at the time the booking is created and stored with the booking record. Changes to fee rates after a booking is created do not affect that booking.

Customer payment authorization, capture, settlement, refund, and reversal timing may depend on BookCollar's platform workflow, payment processor rules, card network rules, bank processing times, and applicable law.

Providers may receive payouts for eligible completed bookings according to BookCollar's payout workflow.

A provider is not entitled to payout until the applicable booking, payment, service completion, refund, dispute, and payout conditions are satisfied.

Provider payout calculation: For each eligible booking, the provider's payout is calculated as follows:

1. Provider gross amount = service price after any customer-applied discount codes
2. Minus: BookCollar provider platform fee (currently 3% of the provider gross amount)
3. Minus: Stripe payment processing fee (the actual fee charged by Stripe on the transaction, retrieved from Stripe after payment is processed)
4. Provider payout = provider gross amount minus BookCollar provider platform fee minus Stripe processing fee

The customer-facing BookCollar service fee (currently 7%) is charged on top of the service price and collected by BookCollar. It is not included in the provider's gross amount or payout.

The fee rates and amounts applicable to each booking are fixed at the time the booking is created and stored with the booking record. Changes to fee rates do not apply retroactively to existing bookings.

Payout lifecycle: Provider payouts are held by BookCollar after the customer's payment is captured. The payout becomes eligible for release after the booking status is updated to completed. BookCollar records the time the booking was marked complete. After completion, BookCollar holds the payout for a dispute window (currently 12 hours) before initiating the transfer. During this window, customers may report a no-show or open a dispute. If the customer reports that the appointment did not happen within this window, BookCollar will open a dispute and the payout will be blocked pending review. The dispute window length is a platform policy that BookCollar may adjust over time. After the dispute window has elapsed and no dispute has been raised, BookCollar initiates the payout transfer to the provider's connected Stripe account. In Stripe mode, the payout release may also be briefly deferred if the actual Stripe processing fee has not yet been confirmed by Stripe's webhook. Once both conditions are met (window elapsed and fee confirmed), the payout is released automatically without requiring action from the provider.

Payout eligibility may also depend on:

• Provider account standing
• Provider licensing status
• Provider insurance status, if required
• Customer cancellation or no-show status
• Provider cancellation or no-show status
• Refund status
• Chargeback status
• Dispute status
• Fraud or risk review
• Payment processor requirements
• Tax or compliance requirements
• BookCollar policy compliance

BookCollar may delay, hold, reduce, offset, reverse, or block payouts as allowed by the Provider Terms, this policy, payment processor rules, or applicable law.

Payout timing is not guaranteed.

Minimum hold period: After a booking is marked complete, BookCollar holds the payout for a dispute window before initiating the transfer. The current dispute window is 12 hours from the time the booking is marked complete. This hold period exists to allow customers to report a no-show or open a dispute before the funds are released. Providers should not expect payout to be initiated until at least this window has elapsed.

After the dispute window, payout timing may also depend on:

• Payment processor settlement timing
• BookCollar's payout schedule
• Dispute windows
• Chargeback risk
• Provider account review
• Provider licensing review
• Provider insurance review
• Fraud prevention review
• Tax or compliance review
• Bank processing times
• Payment processor delays
• Technical or operational issues

BookCollar may publish expected payout timing in provider tools, but expected timing is not a guarantee. The dispute window length is a platform policy that BookCollar may adjust over time.

BookCollar charges platform fees to both customers and providers. Current rates are as follows:

Customer-facing platform service fee: 7% of the service price after discounts, added on top of the service price and charged to the customer at checkout.

Provider platform fee: 3% of the provider gross service amount (service price after discounts), deducted from the provider's payout before the payout is released.

These rates are the default rates as of the effective date of this policy. Individual providers may be subject to a different provider platform fee rate if a provider-specific rate has been established and communicated through the platform.

Fee rates applicable to a completed booking are fixed at the time the booking is created. Subsequent rate changes do not affect existing bookings.

BookCollar may change fee rates over time. Where required by law or appropriate, BookCollar will provide notice of material fee rate changes before the new rate takes effect on future bookings.

BookCollar deducts applicable fees from provider payouts where permitted. Providers should review their payout breakdown through provider dashboard tools.

Stripe charges a payment processing fee on each transaction processed through the platform. Stripe's standard rate for card payments in the United States includes a percentage of the transaction amount plus a fixed per-transaction fee. Stripe's actual fee may vary based on card type, payment method, country of issuance, and other factors.

How Stripe processing fees are handled:

• The Stripe processing fee is deducted from the provider's payout, not charged separately to the customer.
• The actual processing fee amount is retrieved from Stripe's balance transaction record after the payment is processed.
• The final provider payout is recalculated when the actual processing fee is confirmed and the payout is released.
• Providers can view their payout breakdown, including the Stripe processing fee, through the provider payout dashboard.

Stripe processing fees are generally non-refundable regardless of whether a booking is later cancelled or refunded, subject to Stripe's applicable terms. This means that if a booking is refunded, the provider's payout may reflect a deduction for processing fees even on refunded transactions.

Processing fees related to chargebacks, failed payments, or other payment processor actions may also apply and will be communicated through available platform and payment processor tools.

Refunds may reduce or reverse provider payouts.

Provider refund requests: Providers may submit a refund request for a booking through the BookCollar platform. Provider-submitted refund requests require BookCollar admin review and approval before any refund is issued. Providers cannot directly execute refunds. BookCollar may approve, deny, or otherwise handle the request and will notify the provider of the outcome. Approved refunds are executed by BookCollar, not by the provider.

If a customer receives a refund, partial refund, credit, cancellation adjustment, or payment reversal, BookCollar may deduct the related amount from the provider's current or future payouts where permitted.

Providers may be responsible for refund amounts caused by:

• Provider cancellation
• Provider no-show
• Failure to perform the service
• Incomplete service performance
• Service not matching the listing
• Inaccurate or misleading listing
• Unlicensed or unauthorized service
• Expired, invalid, or missing required license
• Expired, invalid, or missing required insurance
• Safety issue caused by provider conduct
• Provider misconduct
• Provider policy violation
• Fraud
• Failure to cooperate with dispute review

BookCollar may decide refund outcomes according to the Booking, Cancellation, Refund, and Reschedule Policy, Provider Terms, this policy, payment processor rules, and applicable law.

A chargeback or payment dispute may occur when a customer disputes a charge with a card issuer, bank, payment processor, or other financial institution.

If a chargeback or payment dispute occurs, BookCollar may provide relevant information to the payment processor or financial institution, including:

• Booking records
• Payment records
• Cancellation records
• Refund records
• Message history
• Provider records
• Customer records
• Service completion records
• Photos or evidence
• Policy acceptance records
• Support records
• Other relevant information

Providers must cooperate with chargeback and payment dispute investigations.

Providers may be responsible for chargebacks, dispute fees, payment reversals, penalties, or losses caused by provider conduct, service failure, inaccurate listings, policy violations, fraud, or failure to provide requested evidence.

BookCollar may hold, reduce, offset, reverse, or delay provider payouts while a chargeback or payment dispute is pending.

A provider may have a negative balance if refunds, chargebacks, fees, payment reversals, or deductions exceed available provider payouts.

If a provider has a negative balance, BookCollar may, where permitted:

• Deduct the amount from future payouts
• Require provider repayment
• Offset amounts owed
• Restrict provider account access
• Restrict listing or booking access
• Hold future payouts
• Use payment processor recovery tools
• Take other action permitted by law and policy

BookCollar may hold, delay, block, or restrict payouts where reasonably necessary.

Reasons may include:

• Fraud concern
• Chargeback risk
• Customer dispute
• Refund request
• Safety report
• Provider cancellation issue
• Provider no-show issue
• Provider account review
• Missing payment processor information
• Incomplete Stripe Connect onboarding
• Payment processor hold
• Legal or regulatory requirement
• Tax reporting issue
• Expired license
• Invalid license
• Missing required license
• Expired insurance
• Missing required insurance
• Prohibited service issue
• Policy violation
• Suspicious activity
• Court order, subpoena, or legal process

A payout hold does not mean BookCollar has made a final decision about the issue.

BookCollar may release, reduce, reverse, or apply held amounts depending on the outcome of the review.

Provider payout eligibility may depend on maintaining required licenses, permits, certifications, registrations, insurance, and other legal qualifications.

If BookCollar determines that required provider documents are missing, expired, invalid, suspended, revoked, unverifiable, or insufficient, BookCollar may pause payouts where permitted while the issue is reviewed.

If a provider performs or accepts bookings without required licensing, insurance, or legal authority, BookCollar may cancel bookings, issue refunds, restrict payouts, suspend listings, or take other action under the Provider Terms.

Provider cancellations may affect payouts.

If a provider cancels a booking, BookCollar may:

• Refund the customer
• Reduce the provider payout
• Deny payout for the cancelled booking
• Apply cancellation consequences
• Adjust provider account standing
• Restrict future bookings
• Take other action under the Provider Terms

Repeated provider cancellations may result in account review, listing restriction, reduced visibility, suspension, or removal from the platform.

Customer cancellations and provider payout: If a customer cancels a booking within a paid cancellation window, the applicable cancellation fee is charged to the customer. The provider's share of the cancellation fee (equal to the penalty amount minus the proportional BookCollar platform fee) is transferred to the provider's connected Stripe account automatically at the time of cancellation. No dispute window applies to cancellation fee payouts. The Stripe processing fee on the original transaction is not separately deducted from cancellation payouts.

If a provider no-shows, does not appear, does not participate, or is not reasonably available for a confirmed appointment, BookCollar may:

• Refund the customer
• Deny provider payout
• Reverse provider payout
• Hold future payouts
• Restrict provider listings
• Suspend provider account
• Remove provider from the platform
• Take other action under BookCollar policies

BookCollar may review available evidence before determining whether a provider no-show occurred.

If a customer does not appear for a confirmed appointment, the booking may be marked as a customer no-show. When a customer no-show is determined to be the customer's fault, BookCollar places the provider's payout in a blocked state pending admin review. BookCollar does not automatically release no-show payouts to providers.

An admin must review the no-show before the payout is released or denied:

• Release: If the admin releases the payout, BookCollar initiates the full provider payout transfer to the provider's connected Stripe account.
• Deny: If the admin denies the payout, BookCollar refunds the customer and no payout is made to the provider.

Customer no-show payout eligibility may also depend on:

• Booking status
• Payment status
• Provider arrival or availability
• Provider communication
• Evidence provided
• Customer dispute
• Applicable cancellation policy
• Payment processor rules
• BookCollar review

BookCollar may deny a customer no-show payout if evidence shows that the provider was not available, did not arrive, failed to communicate, or otherwise contributed to the no-show.

If a customer reports a service issue, BookCollar may review the issue before releasing or finalizing provider payout.

Service issues may include:

• Service not performed
• Service incomplete
• Provider no-show
• Provider late arrival
• Service materially different from listing
• Unsafe service
• Property damage
• Harassment or misconduct
• Unlicensed service
• Unauthorized charge
• Poor communication
• Other policy concerns

BookCollar may request evidence from the provider and customer.

BookCollar may issue one of the following outcomes after reviewing a dispute:

• Release payout: The provider's payout is released in full. No refund is issued to the customer.
• Full refund: The customer receives a full refund. The provider's payout is blocked when it has not already been released. If the payout was already released before the dispute was opened, BookCollar will handle any provider recovery manually through admin review.
• Partial split: BookCollar determines a custom split. The provider receives a partial payout and the customer receives a partial refund. If the payout was already released in full, BookCollar will handle any provider recovery manually through admin review.

Post-release recovery: For MVP, BookCollar does not automatically deduct post-release dispute or refund recovery amounts from future provider payouts. If recovery is needed after a payout has already been transferred, BookCollar will review and handle that recovery manually.

BookCollar may review provider activity for fraud, abuse, risk, or policy violations.

Examples include:

• Fake bookings
• Fake customer accounts
• Artificially inflated bookings
• Payment fraud
• Stolen payment methods
• Chargeback abuse
• Review manipulation
• Refund manipulation
• Off-platform payment schemes
• False service completion
• False no-show claims
• Fake documents
• License fraud
• Insurance fraud
• Suspicious payout activity
• Money laundering concerns
• Prohibited services
• Repeated disputes

BookCollar may hold or restrict payouts during fraud, abuse, or risk review.

Providers may not use BookCollar to find, contact, or book customers and then move BookCollar-originated transactions outside the platform where prohibited by BookCollar policy.

Providers may not request or accept off-platform payment for a BookCollar-originated booking if doing so violates BookCollar policy.

Off-platform payment avoidance may result in:

• Account warning
• Listing restriction
• Booking restriction
• Payout hold
• Account suspension
• Account termination
• Loss of platform access
• Other action under Provider Terms

BookCollar may not be able to support refunds, disputes, chargebacks, safety reviews, tax reporting, or payment records for off-platform transactions.

If BookCollar supports tipping, customers may be able to add tips through the platform.

Tip availability, timing, processing, payout, tax treatment, and refund treatment may depend on platform tools, payment processor rules, and applicable law.

Providers are responsible for understanding the tax treatment of tips they receive.

Providers are solely responsible for determining and satisfying their own tax obligations.

Providers are responsible for:

• Income taxes
• Self-employment taxes
• Business taxes
• Sales and use taxes, where applicable
• Local taxes
• Tax registrations
• Accounting records
• Deductions
• Tax filings
• Professional tax advice

BookCollar does not provide tax, accounting, payroll, or legal advice.

BookCollar may collect, report, or remit taxes where legally required, including under marketplace facilitator laws, payment reporting rules, or other applicable laws.

Providers should consult a qualified tax professional about their obligations.

BookCollar may have certain marketplace facilitator, sales tax, reporting, or collection obligations depending on applicable law, service categories, transaction volume, location, fee type, and tax rules.

BookCollar may calculate, collect, remit, or report taxes where required.

Providers remain responsible for taxes not collected, remitted, or reported by BookCollar.

Providers are responsible for their own tax obligations for income earned through BookCollar and for any services or payments outside BookCollar.

BookCollar or its payment processor may provide tax forms, payment summaries, or transaction reports where required by law or payment processor rules.

Providers are responsible for ensuring tax information is accurate and current.

Failure to provide required tax information may result in payout delays, backup withholding, account restriction, or other action required by law or payment processor rules.

Providers should maintain their own records, including:

• Booking records
• Payment records
• Payout records
• Refund records
• Chargeback records
• Customer communications
• Business expenses
• Tax records
• License records
• Insurance records
• Service records
• Dispute records

BookCollar may provide some platform records, but providers should not rely on BookCollar as their sole recordkeeping system.

Refunds are generally returned to the customer's original payment method, unless otherwise allowed by BookCollar, the payment processor, or applicable law.

Refund timing may depend on the payment processor, card network, bank, or payment method.

Refunds may affect provider payouts even if the provider has already received payout for the booking.

If a payout has already been made and a refund, chargeback, or reversal later occurs, BookCollar may recover or offset the amount where permitted.

Some payment, payout, refund, chargeback, and reversal outcomes may depend on payment processor capabilities and rules.

BookCollar may be unable to process certain payment actions if:

• The payment failed
• The payment was not captured
• The transaction is too old
• The payment method does not support the action
• The payment processor blocks the action
• The provider account is restricted
• The customer bank or card issuer controls the timeline
• The transaction is under dispute
• Legal or compliance limits apply

BookCollar may update payment or booking status after payment processor events are received and validated.

Providers authorize BookCollar and its payment processors to:

• Process provider payout information
• Process provider tax information where required
• Deduct platform fees
• Deduct processing-related fees
• Deduct refunds
• Deduct chargebacks
• Deduct payment reversals
• Deduct dispute fees where applicable
• Offset negative balances
• Hold payouts where permitted
• Reverse payouts where permitted
• Provide transaction information to payment processors
• Provide records in chargeback or payment disputes
• Take payment-related action required by law, policy, or payment processor rules

Provider payouts are not wages, salary, payroll, employee compensation, or employment benefits.

Providers are independent businesses or independent service providers.

BookCollar does not provide providers with:

• Minimum wage
• Overtime
• Employee benefits
• Workers' compensation coverage
• Unemployment insurance
• Paid time off
• Payroll tax withholding
• Expense reimbursement, unless separately agreed in writing

Providers are responsible for their own business expenses, taxes, insurance, and legal obligations.

If a provider violates this policy, the Provider Terms, payment processor terms, or applicable law, BookCollar may take action including:

• Warning
• Requiring corrective action
• Restricting payout access
• Holding payouts
• Reversing payouts
• Offsetting amounts owed
• Pausing listings
• Restricting bookings
• Suspending provider account
• Terminating provider account
• Reporting suspected fraud or unlawful conduct
• Cooperating with payment processors, regulators, or law enforcement
• Taking legal action

This policy should be read together with:

• Terms of Service
• Provider Terms
• Privacy Policy
• Booking, Cancellation, Refund, and Reschedule Policy
• Provider Standards
• Prohibited Services Policy
• Community Standards
• Safety and Incident Reporting Policy
• Any payment processor terms

If there is a conflict between this policy and another BookCollar policy, the more specific policy will generally control for the specific issue it addresses, unless otherwise stated.

BookCollar may update this policy from time to time to reflect legal requirements, payment processor rules, tax rules, risk controls, operational changes, platform changes, or business needs.

Updated versions will be posted with a revised effective date or last updated date.

Where required by law or appropriate based on the change, BookCollar may provide notice or require providers to accept updated payment terms before continuing to use provider features or receive payouts.

Provider payment support:

[Insert payment support email]

Provider payout support:

[Insert payout support email]

Provider support:

[Insert provider support email]

Tax-related questions:

[Insert tax/accounting support email, if any]

Legal contact:

[Insert legal email]

Mailing address:

[Insert legal mailing address]

End of Provider Payment and Payout Policy