Payments, refunds & disputes
You’ve landed here because you booked or bought something from a business that uses Soopaspace. Here’s the quickest way to get your question sorted.
Soopaspace is the booking software the business uses — not the seller. When you pay, you’re paying the business directly. They set the prices, run the service, and handle refunds. So for anything about a specific booking or payment, the business is who to contact — not Soopaspace.
A question about your booking, or a refund
Contact the business directly. The fastest way is to reply to your confirmation email — it goes straight to them. Each business sets its own cancellation and refund policy, which is shown on its booking page. Soopaspace doesn’t set prices, hold your money, or process refunds on a business’s behalf.
A payment that failed or looks wrong
Reply to your confirmation email and the business can help. On your card or bank statement, the charge shows the business’s name (not Soopaspace), because the business is the seller of record.
Disputing a charge
Please try to sort it out with the business first — it’s almost always the quickest route. If you can’t reach a resolution, you can raise a dispute with your own bank or card provider (often called a “chargeback”). Because the business is the merchant of record for the payment, your bank will handle the dispute with them.
What Soopaspace does
Soopaspace provides the software that lets the business take bookings and payments online. We don’t:
- take or hold your payment — it goes to the business via Stripe;
- set prices, availability, or cancellation policies;
- process refunds between you and the business;
- decide the outcome of a payment dispute.
That means we’re not able to resolve an issue with a specific booking or charge for you — the business can, and your bank can for a formal dispute. Pointing you to the right place is the most helpful thing we can do.
For how this works in full, see our Terms.