Online Payments Guide - Everything you need to know to use the Online Payment Method

This 5-minute read explains what Online Payments and Stripe Connect are, how to set up your account, and how the booking and payout process works.

Contents

• About Online Payments
• Stripe Connect
• How to set up Stripe
• Booking process
• Add-ons
• How to set up add-ons
• Money flow
• Stripe verification
• Stripe restriction
• Payment security
• Best practices
• FAQ
• Contact us

1. About Online Payments

Online payments and payouts are handled by our third-party payment provider, Stripe. You can enable online payments for any of your spaces listed on the platform.

To enable them, go to the Edit Venues tab in your account. You will see five steps that need to be completed before online payments can be switched on for a space:

1. Enter the rules of the space that clients have to accept when booking.
2. Select a cancellation policy suitable for online payments (Very flexible, Flexible or Standard).
3. Select the "Hire fee only" pricing option in Prices and hours and enter your hourly rates.
4. Add tax information in the Billing details section.
5. Add a bank account on the Payouts page so you can get paid after completing a booking.

Commission with Online Payments

With Online Payments, commission is a flat 15% of the Total Payment for every booking, whatever the event category. This covers card processing, payment collection and payouts — we pay the Stripe fees, so the commission is your only cost.

Under the Invoice Payment Method, rates vary by category and country, so your rate may differ from 15% today. Section 4 of the Terms & Conditions for Venues sets out both.

Online Payments are enabled per space. Once enabled for a space, all bookings of that space must go through Online Payments — you can no longer take payment for it by invoice.

Read more: How can I enable online payments for my listed Spaces?

Read more: Terms & Conditions for Venues

2. Stripe Connect

Stripe Connect is a platform for marketplace payment solutions. It handles payment compliance and moves money from the client, through Tagvenue, to your connected Stripe account.

Stripe Connect offers a secure method of payment and a range of tools for maintaining and verifying your payouts.

Read more

• About Stripe Connect
• Security at Stripe Connect

3. How to set up Stripe

1. In your Venue Cabinet, go to the Reports tab and select the Payouts section, where you can open your Stripe dashboard directly.
2. Click Add your bank account for payouts. Tagvenue redirects you to the Stripe checkout page.
3. Fill in the required information: details for redirecting payments, your company details, and your bank account.

That's it – you are ready to receive your first booking. On average the setup takes around two minutes, and you are guided through each step.

Read more: What is the Online Payment Method?

4. Booking process

The booking process has four stages:

1. New enquiry or booking request – clients can send a booking request directly, without messaging you first, or after a conversation about the booking.
2. Enquiry is in progress – you can discuss details with the client, accept their booking request, or send a custom offer for them to accept.
3. Booking is confirmed – when you confirm the booking request, or the client accepts your custom offer, the client's card is charged and the money is sent to Tagvenue's Stripe account.
4. Event happened – you can submit overtime and other extra charges, and the payout is processed to your connected bank account.

Stage 1: new enquiry or booking request

Clients can start the booking process in two ways: send an enquiry to start a conversation and discuss details, or request to book without any prior conversation. Either way, the next move is yours.

Stage 2a: enquiry in progress – new enquiry

Clients are more likely to book when they receive an offer they can accept and pay for straight away.

Create a custom offer if you do not want to wait for the client to send a booking request, or if you want to offer a different price. With a custom offer you can propose a different event date or time, change the number of guests, include add-ons, or set a different price.

You can create a custom offer at any point – just after a new enquiry arrives, or after the client has already sent a booking request.

Stage 2b: enquiry in progress – booking request

When a client sends a booking request for your space, you have 2 business days to accept or decline it. The client's card has already been authorised and they are waiting for your response.

If you accept, the client is charged. If you want to change the date, price or any other detail, create a custom offer instead. You can also decline the booking request and ask the client for more details – you will still be able to send them a custom offer afterwards.

Stage 3: booking is confirmed

Once you confirm the booking request, or the client accepts your custom offer, the booking status becomes Confirmed and the client is charged.

From the confirmed booking you can:

• Upload documents – attach files relating to the booking, such as a contract, invoice or floor plan.
• Review booking details – check the agreed date, time, guest numbers and price.
• Update booking – change any of the booking details. Every update has to be accepted by the client.
• Cancel booking – cancel by giving a reason. Note that cancelling results in a 100% refund to the client.

Stage 4: event happened

The payout is issued to your connected bank account after the event, reduced by the Tagvenue commission.

If there were additional service fees that were not in the original agreement, you can request extra charges within 72 hours after the event date. Extra charges can cover:

• Additional hours (overtime)
• Additional services
• Damaged or missing items

The client has 48 hours to review the request, after which they are charged automatically. You receive the payout within 72 hours of successful payment.

Read more: How do Booking Enquiries work?

5. Add-ons

Add-ons let you list optional extras directly on your space profile – AV and lighting equipment, furniture, decorations, catering items or additional staff.

Clients can view and request your add-ons when sending an enquiry, and you can include them when sending a custom offer. Add-ons are paid through Tagvenue Online Payments together with the space booking, whether the client selects them during the enquiry or you add them to a custom offer.

For your venue, add-ons are a way to promote extra services and increase the value of each booking. For clients, they make it clear which extras are available and what they cost before sending an enquiry.

6. How to set up add-ons

1. Open the Add-ons tab

In your Venue Cabinet, open the relevant space profile and go to the Add-ons tab. Add-ons are created separately for each space, so if you manage several spaces you need to set them up individually. Click Create first add-on to get started.

2. Add the item details

Give each add-on a clear name, a short description of what is included and, where possible, a photo. Set a realistic, ready-to-book price and choose how it is charged: per item, per person, per hour or per event. Then enter the available quantity and select the space where the add-on is offered.

Once saved, the add-on appears on the listing and clients can include it when sending an enquiry.

3. It goes live in the inventory

The add-on is saved and appears on the venue's listing for clients to see and request. You can edit or delete it at any time, and add further items whenever you like.

4. Add it to a custom offer

When building a custom offer, you can include any saved add-on alongside the booking details, or create a new add-on during first step.

5. It shows in the price and payout

The client sees the add-on broken out in the offer total they are asked to pay. Before confirming, you can see exactly what it adds to your payout after commission.

7. Money flow

Connected accounts

Once the booking is confirmed, the money is sent to Tagvenue's Stripe account. Your connected account immediately reflects that you are expected to receive payment, reduced by the Tagvenue commission (shown by Stripe as the "application fee"). This is classified as an estimated future payout.

The Tagvenue commission is the only cost to your venue – we cover all Stripe fees.

Payouts

Payouts are initiated within 3 to 7 working days after the event end time. You can check upcoming and processed payouts in the Payouts section of your profile.

Payouts for overtime and additional charges are submitted within 72 hours of the event's conclusion and are deposited separately from the original booking payout.

Read more

• What do my payout statuses mean?
• When will I receive my payout?

Refunds

Our cancellation policy is designed to give clients some flexibility while protecting Venue Managers who have reserved their space.

Refunds only apply when a cancellation request has been submitted through the Tagvenue platform, via Messenger in the relevant booking enquiry.

Stripe submits refund requests to the client's bank or card issuer. Clients usually see the refund as a credit approximately 5 to 10 business days later.

Read more: What is the Tagvenue cancellation and refund policy?

8. Stripe verification

Stripe verification is how Stripe confirms a venue's business and banking information to ensure secure payouts.

Why it matters

• Protection – keeps your payments and personal data safe.
• Regulatory compliance – required by law to prevent fraud and financial crime.
• Secure transactions – makes sure all payments are handled securely for you and your clients.

What Stripe may ask for

• Proof of business address (for example a utility bill or bank statement).
• Proof of identity for business representatives (for example a passport, driving licence or ID card).
• Legal business documentation (for example business registration or a tax identification number).
• Proof of bank account ownership (for example a voided cheque or bank letter).

9. Stripe restriction

If there is a problem with your Stripe verification, such as missing or outdated documents, your Stripe account may become temporarily restricted. This is a standard part of Stripe's security process and protects both you and your clients from fraud and payment issues.

An account may become temporarily restricted if:

• Essential verification information is missing or outdated.
• There are security concerns or suspected fraudulent activity.
• Stripe is waiting for a response from the account holder about a specific query.

How to resolve a restriction quickly

1. Act promptly. If you see a Stripe pop-up or receive a message requesting account verification, do not delay. This is part of Stripe's standard security checks and keeps your payouts running smoothly.
2. All verification steps are done directly with Stripe. You are forwarded to Stripe's secure page when needed.
3. Tagvenue will never send you a link by email or Messenger to verify your account or update your Stripe details. The only legitimate route is a secure pop-up on your Tagvenue dashboard that redirects you to Stripe's official site.
4. Make sure your documents are clear, correct and up to date.
5. If anything is unclear, contact Stripe Support directly, ask the Tagvenue Finance team, or follow Stripe's guidance to update your bank information.

Read more

• Update existing bank account information
• How can I update my personal information?

10. Payment security

Whatever the status of your Stripe account, your funds remain protected and will be delivered – either via Stripe or through an alternative method.

Stripe payouts (standard)

• When your Stripe account is active, payouts are processed securely into your nominated bank account.
• Once any restrictions are resolved or missing documents are submitted, Stripe resumes transfers under normal conditions.

Bank transfer (backup option)

• If your Stripe account stays restricted for an extended period, or there are ongoing verification issues, your payouts are not lost.
• Tagvenue guarantees that your funds will still be sent to you securely via a manual bank transfer.
• Our Finance team supports you throughout, and may advise issuing a manual transfer to make sure your funds arrive on time.

11. Best practices to protect your bookings

1. Confirm booking details in writing. Always use Tagvenue Messenger to confirm date, time, policies and charges.
2. Be clear about policies. Display your venue's rules, cancellation and refund policy on your profile, and have the client confirm in Messenger that they have read them.
3. Keep evidence. Retain client messages, confirmations, receipts, photos and guest logs.
4. Reconfirm before the event. Check in a few days before and resend event-day instructions or access information.
5. Be proactive and professional. Handle issues early and follow up after events to build trust.
6. Share a backup contact. Give clients a number to call for urgent questions on the day.
7. Document the venue before and after. Do a walkthrough and share photos or notes on the condition of the space.
8. Ask the Tagvenue team for help. If you are unsure how to handle a situation, get in touch.

12. FAQ

Why does Tagvenue need my banking information?

All payouts are made by direct deposit shortly after bookings take place, so verification of your banking information and identity is required before you can be paid. This information is secured and encrypted by Stripe Connect – we do not have access to it.

More about banking information

What if I have non-commissionable items provided by a third party?

When adjusting your pricing on the platform, mark them as vendor items. They are not taken into account when calculating commission.

Will you send us commission invoices?

We do not issue commission invoices directly, but they are available for download from the platform at any time. Each one shows both the final spend for the event and the Tagvenue commission.

When will I receive my payout?

Payouts are issued by direct deposit to the bank account on file. Payments can take up to 7 days to process, but are typically in your account within 3 to 5 business days following the event's conclusion.

Read more: Online Payments FAQ

13. Contact us

Most common questions are answered in our Help Centre. If you need anything else, submit a request and we will be happy to help.