Frequently asked questions

Pick a listing, select your dates, add any extras, and check out. Your card is authorized at checkout but not charged until the host accepts. If the host declines or doesn’t respond in 24 hours, the hold is released automatically.

Exchange windows are set automatically off your booking dates so neither party has to plan extra times.

Pickup: 30 minutes before booking start, through booking start.
Dropoff: booking end, through 30 minutes after booking end.
Delivery (if your host offers it): 30 to 90 minutes before booking start.

Small shifts (a 15-minute slide, meeting at a different gate) are fine to coordinate in chat. Bigger changes go through a reschedule proposal from the booking page.

At the moment the host accepts your booking. Before that, only a temporary authorization sits on your card.

Yes — each listing has a cancellation tier (Flexible, Moderate, Strict, or Non-refundable) the host picked. The refund you get depends on the tier and how far in advance you cancel:

Flexible — Full refund until 3 days before, 50% from 24h to 3 days, 0% inside 24h.
Moderate — Full refund until 7 days before, 75% from 3 to 7 days, 50% from 24h to 3 days, 0% inside 24h.
Strict — Full refund until 7 days before, 50% from 3 to 7 days, 25% from 24h to 3 days, 0% inside 24h.
Non-refundable — 50% until 7 days before, 0% inside 7 days.

The exact tier is shown on the listing and again at checkout. The platform service fee is non-refundable on guest cancellations; tax is refunded proportionally to the base refund.

Hosts can file a damage claim within 48 hours of return. They’ll need photos and a description. You’ll be notified and have a chance to respond before any charge is processed.

Use the in-app messages thread on the booking detail page — that’s the fastest channel for time-sensitive stuff. For account or payment issues, email support@collectsisu.com.

Via Stripe Connect Express. You’ll go through a one-time identity verification when you list. When a guest is charged at acceptance, the booking amount transfers to your Connect account at the same time; Stripe then settles to your bank on its standard rolling schedule — usually 1–2 business days after the transfer lands.

Service listings let you pick the pricing basis that fits your offering. The platform charges the guest using that basis at checkout and on the receipt:

Per booking — flat fee for the whole engagement.
Per day — the system calculates the number of days from the guest’s booking window and multiplies. You don’t need to add a day count manually.
Per hour — guest selects hours at checkout.
Per guest — guest enters headcount at checkout.

Whichever basis you pick is the one that’s billed and the one the guest sees on their breakdown.

We take a service fee on each booking that’s shown to both the guest and host before they confirm. We never charge listing fees, monthly fees, or hidden costs.

Yes. Go to Account → Availability and add the date ranges you’re busy. Your listings won’t appear in search for those dates.

Mark the booking as Overdue from the booking detail page, then file a damage/loss claim. If you set a security deposit on the listing, the platform captures the approved amount from the deposit and transfers it to your payout. Damage in excess of the deposit is handled through a separate charge against the guest’s payment method via our support team.

Anytime. Go to Account → My listings → tap a listing → edit. Changes take effect immediately for new bookings; existing bookings keep the terms they were booked under.

Right now, no. You sign in with whichever provider you used originally. If you want to add a password, contact support and we can help merge accounts.

Use the password reset flow on the sign-in page. We’ll email you a link.

Check your spam folder; look for sender @collectsisu.com. If still missing, verify your email is correct in Account → Contact details and ensure you’ve marked our domain as a safe sender.

Yes — iOS app is in the App Store. Search “Collect Sisu.” Android is in progress.