How payments work when you book a session on Hayven

Payment is processed through Paystack, the same payment processor used across most Nigerian platforms that take card or bank transfer payments, so the payment screen itself will likely look familiar. Once payment is confirmed, your booking status updates to confirmed automatically, and that's the point your therapist sees a real booking on their schedule, not before.

Held slots don't stay held indefinitely. If you start a booking but don't complete payment, the hold on that slot releases after a short window so it doesn't sit unavailable to other families indefinitely. If you were part-way through and got interrupted, it's worth just returning to search and re-checking that time is still open rather than assuming your spot is still reserved.

If a payment fails or doesn't go through, the booking simply doesn't confirm, nothing is charged, and the slot becomes available again. If you're ever unsure whether a payment actually went through, check your bookings page directly rather than assuming based on what your bank app shows, since the two can occasionally take a few minutes to sync up.

Refunds for a cancelled paid session aren't automatic within the app right now, cancelling a booking doesn't itself trigger a refund. If you need to cancel a paid session and have a question about a refund, that's worth reaching out to Hayven directly about rather than assuming it's handled automatically behind the scenes.