Effective date: 10 February 2026
This Service Level Policy describes how the Skybookings platform processes, accounts for, and releases payments and related funds. It reflects the current operational behaviour of the platform.
Skybookings provides a technology platform for event listings, ticketing, referral tracking, and wallet administration. Skybookings is not a party to the commercial relationship between Patrons, Affiliates, and Curators.
Where any explanatory or marketing material differs from this document, the platform’s implemented behaviour applies.
1. Scope
This policy applies to:
- Patron payments and bookings
- Gateway and platform fees
- Vouchers and discounts
- Installment bookings
- Affiliate commissions
- Wallet statements and balances
- Payout eligibility and processing
2. Core definitions
- Account: A wallet-owning entity on the platform, typically a Curator or an Affiliate.
- Curator: The person or entity listing and managing an event on Skybookings.
- Affiliate: A person or entity approved to refer patrons using tracked referral mechanisms.
- Patron: A customer purchasing tickets.
- Booking: A purchase attempt for one or more tickets.
- Transaction: A ledger record representing a financial movement.
- Statement Entry: A wallet record created when a transaction completes.
- Total Balance: The running wallet balance across all statement entries.
- Available Balance: The portion of the wallet eligible for payout.
3. Payment processing lifecycle
Each patron payment begins as a pending transaction and is completed only after successful confirmation from the payment gateway.
Once a payment is confirmed:
- The transaction status is set to complete
- Associated fee, voucher, deal, and commission transactions are recorded
- A wallet statement entry is created
Payment gateway webhooks are verified cryptographically before processing.
4. Booking completion rules
A booking is marked as complete when the total paid value (cash plus voucher value) meets or exceeds the effective ticket value for the booking.
Voucher value reduces the required cash payment.
If installments are enabled and partial payment has been made, the booking is marked as partially paid until completion.
5. Fees
5.1 Gateway fees
Payment gateway fees are recorded as debits against the Curator account when a payment completes.
5.2 Platform (Skybookings) fees
Skybookings platform fees, including VAT, are computed from ticket subtotals and recorded as debits against the Curator account.
Where fees are passed through to Patrons, the pass-through amount is included in the payment total, and the corresponding fee debit ensures the Curator does not retain that portion.
5.3 Installment fee scaling
For installment bookings, platform fees are scaled proportionally based on the portion of the booking value paid at that time. Full platform fees are charged only once the booking is fully paid.
6. Vouchers
Voucher value is treated as payment value and reduces the cash amount required from the Patron.
If voucher value fully covers a booking, the platform records a zero-cash payment and marks the booking as complete.
Voucher usage is recorded as a debit against the voucher owner’s account and cannot be duplicated for the same booking.
7. Wallet statements and balances
7.1 Statement creation
A statement entry is created automatically when a transaction reaches complete status.
7.2 Available vs total balance
The total balance reflects all statement entries.
The available balance includes only statement entries that:
- are not withheld, and
- have no active time-based or event-based hold
7.3 Off-platform transactions
Transactions not collected by Skybookings are recorded with zero wallet impact and are not eligible for payout.
8. Holds and release rules
8.1 Installment holds
Positive payment credits for installment bookings are withheld until the booking reaches complete status.
8.2 Affiliate commission holds
Affiliate commission credits are withheld from payout eligibility when recorded.
Commission funds are released only after the associated event has concluded and an explicit release process has run.
8.3 Release mechanism
When funds are released:
- The statement entry becomes withdrawable
- The release timestamp is recorded
- The amount becomes part of the available balance
9. Affiliate commissions
When a completed payment is attributed to an active Affiliate with a configured commission rate:
- A commission credit is recorded to the Affiliate account
- A corresponding commission debit is recorded against the Curator account
If a booking is cancelled within seven (7) days of creation, related commission entries are reversed.
10. Payouts
10.1 Eligibility
Payouts may be requested only from the available balance.
Withheld, unreleased, reversed, or off-platform amounts are excluded.
10.2 Constraints
- An account may have only one unpaid payout at a time
- Payout fees are applied where configured
- Payouts are rejected if fees would exhaust the available balance
10.3 Automated payouts
The platform supports automated payout batching based on available balance and payout scheduling rules.
11. Reporting and auditability
All earnings, fees, and balances are derived from persisted transaction and statement records.
Wallet statements provide a transparent, auditable record of all financial movements.
12. Known limitations
Refund eligibility and enforcement depend on event and ticket configuration. A fully automated refund execution flow may not be available in all cases.
13. Changes
This policy reflects the current live behaviour of the Skybookings platform. Behaviour may change as the platform evolves. The effective rules are always those enforced by the running system.
