# How customers pay for a service See what happens when customers hold a time, choose a payment option and complete checkout. Canonical URL: https://www.naayya.com/help-center/how-customers-pay-for-services Category: services Last updated: 2026-11-08T00:00:00Z # How customers pay for a service ## How the time is held Selecting a time holds it temporarily for a signed-in customer. The countdown shows how long they have to finish checkout. A signed-out customer is sent to sign in, then returned to booking. You set the hold duration in appointment settings. If it expires before card payment begins, the time can be booked by someone else. ### When the customer pays by card - While the payment is processing, the customer cannot choose another time or provider for this service. The flow says **Your payment is being processed** and books the time once the payment completes. - If the payment completes after the hold ends, it books the time if still free. Otherwise the customer keeps the use they bought to book another time, and your business is notified. - If the customer starts an unpaid card checkout and selects another time, Naayya cancels that checkout and releases the slot. If they leave without choosing again, this happens about half an hour after the hold ends. ## Ways to pay If there is more than one way to pay, the booking page lists these options in order: 1. A pack the customer holds that covers the time. It shows how many uses it takes, and nothing is charged. 2. Intro offers the customer can buy. **Once Per Customer** excludes those who already bought it. **New Customers Only** excludes those who have already booked or bought, including imported customers. 3. Single appointments, with the default first. 4. Packs, cheapest per use first. Customers can change the selected option and check the total before paying. Packs they hold appear only after they choose a time. Signed-out customers see the available options with intro offers marked. Signing in removes ineligible intro offers. If the selected option stops being available, the customer must choose another. A link naming an available product can select it without hiding or reordering the other options. Without a link selection, checkout selects the first available option for a signed-in customer. A service with only one way to pay shows its price without a list. Products that are no longer sold or are not sold online do not appear. ## Complete checkout The customer checks the service, provider, court or room, time and price before continuing. For a group buying single uses by card, the total is the price per person times the number of people. A pack is charged once, and the booking takes one use per person. The person booking pays for everyone. Booking requires an account. Customers cannot create an account during this flow. ### Use a pack or pass Choosing a pack or pass the customer holds books without charging a card. To pay another way, they choose another option under **Ways to pay**. A group uses one per person. If the pack has too few uses, the customer can pay by card instead. If a pack or pass is missing, check that the customer is signed in to the account that owns it, that it is active and has uses left, and that it covers the service. ### Packs for services A service pack holds a fixed number of uses for the services it covers. - **Bought with a booking**: The customer gets the whole pack. The booking takes one use per person and the rest stay on their account. - **Bought from Pricing**: The pack appears on your [Pricing page](/help-center/public-product-storefront) when at least one public, active service can use it. It lists the uses and services. The customer buys it without choosing a time and gets every use. Customers must sign in to buy a pack. If a promotion makes it free, they still get every use.