How does the payment system work?

When a therapist or a client book a session on the platform, the system automatically creates an order ID linked to the session. Each order ID is linked to a session, which can be found in the confirmation email that both clients and therapists receive. The order ID date shown in the therapist's account refers to the date the appointment was entered on the system by a therapist or by a client. 

The payment system works differently depending on: who is booking the session (client or therapist); and how much notice is given. Read below to learn more about our payment system in details.

A therapist enters a session on behalf of a client with more than 48 hours notice

Stripe sends a token to Expat Therapy 4U to authorise the card stored in the client's account 48 hours before the session is due to take place. However, Expat Therapy 4U only captures the payment 24 hours after the session has taken place to allow therapists and clients to let us know if the session is not chargeable - for example, if it was cancelled or rescheduled by a therapist due to unforeseeable circumstances. If the payment authorisation fails for any reason, the platform notifies both client and therapist straight away.

In this case, the platform sends the invoice to a client as an attachment to the order processing and order complete emails, respectively at the time the payment is authorised by Stripe (48 hours before the session) and once the payment has been charged (24 hours after the session). This is to give clients the chance to contact us in the event the session was entered incorrectly by a therapist. 

A therapist enters a session on behalf of a client with less than 48 hours notice or enters an appointment in the past

Stripe sends a token to Expat Therapy 4U to authorise the payment at the time the session is entered by the therapist. However, Expat Therapy 4U only captures the payment 24 hours after the session has been entered by the therapist to allow therapists and clients to let us know if the session is not chargeable - for example, if it was entered by mistake. If the payment authorisation fails for any reason, the platform notifies both client and therapist straight away.

In this case, the platform sends the invoice to a client as an attachment to the order processing and order complete emails, respectively at the time the payment is authorised by Stripe (at the time the session was entered) and once the payment has been charged (24 hours after the session was entered). This is to give clients the chance to contact us in the event the session was entered incorrectly by a therapist. 

A session is booked by a client

Stripe takes the charge automatically at the time the booking is made. In this case, clients only receive 1 order confirmation email with the invoice attached.