Intro
When booking with Mobile Pay on theCut, we place a temporary hold on your payment method (preauthorization) to make sure funds are available. Knowing how this works — and what each appointment status means — can help avoid confusion.
1. Preauthorizations
What it is: A hold for the cost of your appointment — not an actual charge.
When it’s released: If your barber cancels or no action is taken within 7 days, the hold is automatically removed.
If canceled early: Canceling before the barber confirms will release the hold right away.
Bank declines: Even with a preauthorization, your bank can still block the payment. If this happens, contact your bank or use a different payment method.
Timeline for fund release: For most cancellations, funds are released within a few business days, but it can sometimes take up to 7–10 business days depending on your financial institution.
2. Appointment Statuses
Requested: Hold placed; canceling now will release funds!
Confirmed: Accepted by the barber; hold remains until completed or canceled. Note, this indicates that payment has not yet been fully processed but a temporary hold has been placed on the client’s financial account.
Completed: Service finished, payment processed.
Canceled / No-Show: If the barber has a policy, they can decide to charge a fee. If no fee is charged, the hold is released.
see the fees below for more information!
Processed: This status indicates that payment for the appointment has been completed and funds have been captured.
Unconfirmed: If canceled before the barber confirms, no fee is charged and the hold is released.
3. Fees
Barbers have full control over whether they charge a cancellation or no-show fee—it isn’t applied automatically.
You’re welcome to message the barber to explain the reason for your cancellation, but any fee charged is based solely on their individual policy.
If no fee is charged within a few days, the hold is voided.
If the barber cancels, the hold is released immediately.
💡 Tip: If a payment is declined, reach out to your barber while you’re still in contact to reattempt payment — this is the fastest fix.
Troubleshooting Common Issues
Double-check the appointment status in the app: Ensure that the appointment now reflects cancellation ('Voided') or has been processed.
Check with your bank: If funds are still on hold beyond the expected timeline, your bank can provide detailed insights.
Contact Support: If the status in theCut app is incorrect or taking too long to update, reach out via the in-app support options.
Still have questions?
Leave a comment on this article or email us at [email protected] — we’re here to help!