Online Bookings for Visitors - FAQ's

  1. What is online booking?

    Online bookings allow website visitors to book, pay and confirm a service at a specific date and time - entirely over the Internet. This process avoids the need for phone or email contact, making it easy and saving you time.

  2. Why book online?

    It’s easier, faster and more convenient. You are probably already buying certain products online, now you can book and buy services too.

  3. How do I make an online booking?

    Click on the booking widget and select the service and time you want. Once you have selected and paid for the service, your booking is finalised and you will receive an email notification outlining the details.

  4. Which businesses take online bookings?

    Only with those businesses on the website that have online booking enabled and which are showing a widget on their business listings page, can take online bookings.

  5. What if the business has no online booking widget?

    This means the business is not yet set up to receive online bookings. Please contact the business and ask them to consider setting up online bookings on the website.

  6. How much extra does it cost to book online?

    Nothing extra – there are no booking fees. You only pay the price specified by the business for the service offered, which includes any related GST.

  7. When do I pay for the service?

    You are required to pay for the service when making the booking online. Payments are processed centrally and will appear on your bank or credit card statement as “The Digital Company”.

  8. How do I pay?

    You can pay using your credit card. We use a trusted 3rd party payment gateway to process all payments to ensure your credit card details are safe.

  9. Is my financial information safe?

    We do not have access to any of your financial information or credit card details. We use a 3rd party payment gateway. This information is stored and protected using physical, technical and administrative security measures including firewalls, data encryption and physical and information access controls to reduce the risk of loss, misuse, unauthorised access, disclosure or alteration.

  10. Will my booking be confirmed once made?

    Yes, once the booking is made and paid for, you will automatically receive a confirmation by email with all the details.

  11. Which provider should I choose?

    This choice is up to you but please ensure you do your own research including reviewing their ratings and reviews, their website, locations, qualifications and even social media pages before deciding on which provider to choose.

  12. Who is responsible for delivering the service?

    The contract for delivery of the services booked is between you and the business. We only act as their agent to facilitate the booking process. This means the business you booked with is responsible for the delivery of the service booked. By setting up online bookings they have committed to the process of receiving bookings online and delivering the services booked.

  13. What if I don’t get the service I booked?

    If the service you received is not in line with the business information provided and the description of the services, you should inform the business and ask them to rectify the issue immediately, preferably at the time of delivery.

    If they refuse or fail to respond to any such requests within a reasonable amount of time, please, contact us immediately and provide us with all the details so we can investigate. Businesses listed on the website are contractually bound to deliver the services booked and under no circumstances should they misrepresent any of these services to you.

    If the service is booked and paid for but is not received, you should ask the business for a refund. If they refuse a refund then we will refund the amount you paid for your booking. Please see details of our payment guarantee outlined below.

  14. Tell me more about the guarantee that you provide?

    We will refund the amount you paid for your booking if you have booked a service and the business did not provide that service. This refund is subject to the terms outlined below.

    The terms of our guarantee include:

    • You have tried to reschedule your booking and no other booking time or alternative service has been agreed or provided.
    • You never received a service in relation to the booking made.
    • You have not received a refund from the business for the booking made.
    • You and the business have tried to resolve the non-delivery of the service and the business will not refund your payment. You will need to provide correspondence between you and the business to this effect.
    • You have not made a claim nor will you make a claim from your credit card company in relation to the service that was not delivered.
    • The amount must be claimed within 14 days of the original booking date and time.
    • This guarantee does not apply to any partially delivered services or if the services did not meet your needs or expectations. These issues should be resolved directly with the business providing the service.
  15. How do I contact the business I have booked with?

    Contact details are available on their business listing on the website and in the booking confirmation email you received when making the booking.

  16. Can I change or cancel my booking?

    You can amend or change your booking at any time up to 48 hours* before the booking date and time at no additional cost.

    You can cancel your booking up to 48 hours* before the booking date and time and we will refund the full amount paid less a credit card processing and administration fee of 2.5%.

    * 48 hours is the default no cancellation period but can be changed by the business to a shorter or longer period. This cancellation period will be disclosed to you when making the booking and before you are required to make payment.

    When booking please check the Cancellation Policy and make a note of the time prior to the booking where after you will no longer be able to change or cancel the booking. To change or cancel your booking click on the link in the email you received confirming your booking or use the link “Manage Booking” link in the widget you used to book and have your booking reference number handy.

    In summary:


    Cancellation Period No Cancellation Period
    Cancellation of booking A customer can cancel bookings through the online booking system during the cancellation period.

    The website will refund the Customer the full amount paid less a 2.5% credit card and processing fee.
    A customer cannot cancel bookings through the online bookings system during the no cancellation period.

    The customer needs to deal directly with the Businesses where they made the booking.
    Change or amendment to booking A customer can change or amend bookings through the online booking system during the cancellation period.

    There is no charge to the Customer for this.
    A customer cannot change or amend bookings through the online bookings system during the no cancellation period.

    The customer needs to deal directly with the Businesses where they made the booking.

    In some circumstances we will refund the amount you paid for your booking if you have booked a service and the business did not provide that service. See above for more details about our guarantee for undelivered services.

  17. Where do I go to cancel or change my booking?

    Either click on the link in your confirmation email or go to the booking widget on the listing page of the business you booked with and click on the “Manage Booking” link. Please make sure you have your booking reference number handy so you can easily find your booking and ensure any changes required are within the businesses Cancellation Policy.

  18. How do I get a refund?

    You can get a refund if you cancel your booking at any time before the end of the cancellation period and we will refund the full amount paid less a credit card processing and administration fee of 2.5%.

    No refunds can be made by us once the cancellation period has passed. In this case, you will need to deal directly with the business you made the booking with.

    No refunds can be made by us once the service has been delivered.

    In some circumstances we will refund the amount you paid for your booking if you have booked a service and the business did not provide that service. See above for more details about our guarantee for undelivered services.

  19. The business I booked with did not receive my booking or did not have the services or availability booked. What do I do?

    Please contact us and report all of the details so that we can investigate the matter further.

  20. The service provider wants me to cancel and rebook direct outside of the online booking system – should I do it?

    No, changing bookings like this can result in lost and duplicate bookings, which could impact service delivery and the potential for you to wrongly have to pay twice or not receive the service at all.

    There should be no need to do this as your booking is in the system, please ask the service provider to contact us or you can contact us so that we can investigate the matter further.

  21. How do you make money?

    We charge a commission on each booking to the business providing the service.

  22. Why is The Digital Company appearing on my bank or credit card statements?

    As The Digital Company (TDC) operates numerous marketplaces, all payments are processed centrally via a secure third party and as such all payments processed will appear on your bank or credit card statements as “The Digital Company”.

  23. Who can help if I have a question?

    Please contact us via our contact us page if you have any queries.

For more information please read our Bookings Terms and Conditions for website visitors.