PARTNER GUIDE
Taking deposits and payments from clients: clear terms that prevent disputes
Published October 27, 2026
Most payment disputes in travel start because the terms were never made clear. Agreeing and writing down how and when the client pays removes most of the risk before it begins.
Decide your payment policy before you start selling. State how much is due to confirm a booking, when the balance is due and which payment methods you accept. Tell the client at the quote stage, not after they have already decided, so that there are no surprises.
Match your policy to your supplier's deadlines. If a supplier requires payment by a certain date, your client's deadline must be earlier, with a safe margin. Otherwise you may have to pay from your own funds or lose the booking.
Always issue a receipt or written confirmation for every payment, showing the amount, the date, what it is for and the booking reference. Keep a copy in the booking file. This protects both sides if there is a question later.
Explain refunds in advance. Tell the client which parts of the price may be non-refundable, such as non-refundable hotel rates, visa fees or service charges, and what the cancellation deadlines are. A client who has read and accepted the terms before paying is much less likely to dispute them later.