Deposit release and bank payouts explained
Understand the difference between a paid deposit, release to a recipient’s Stripe balance and a bank payout on Heldly.
By Heldly
Paid does not mean paid out
A successful checkout means the payer’s deposit payment has been confirmed. It does not mean the recipient has received a bank payout. The booking’s outcome and any open problems affect when the deposit can be released.
What happens when both people confirm?
From the booking start time, both participants can confirm that everything is OK. For a standard booking deposit, this allows release to proceed when the booking meets the release conditions. If there is a problem, report it before confirming; open disputes block automatic release.
Why can a released deposit still be pending?
After release, the transfer to the recipient’s Stripe account and the bank payout are separate operations. Stripe settlement, verification requirements and bank processing affect availability and arrival. Heldly’s Payouts page shows pending deposits and release progress; an expected date is not a guaranteed bank arrival date.
Where should I check a problem?
Open the booking for its payment status and confirmation history. Recipients can check the Payouts page and their Stripe dashboard for payout information. Contact hello@heldlypay.com with the booking reference if the records do not match. Do not send card details, passwords or identity documents by email.
What does protected mean here?
Heldly provides a booking agreement, an outcome-confirmation process and a way to report problems that pauses automatic deposit release. Heldly does not describe this as an escrow service or a guarantee against every loss. Read the booking terms and dispute policy before paying.