When Do I Get Paid?

Review how Turno handles cleaner payments, including processing timelines after completing projects or receiving manual payments from hosts.

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Written by Grazi
Updated over a week ago

Curious about payment timelines? Delve into our breakdown of Turno's payment process, exploring key aspects such as the frequency of payments, available methods, and the influencing criteria for payout schedules.

By gaining insights into these specific details, you'll be well-equipped with the knowledge needed to navigate Turno's payment procedures confidently and strategically plan your financial outcomes. 💰

🏦 How are payments handled in Turno?

Turno, being a scheduling tool, does not retain payment information or independently handle payment processing, as it falls outside our specialization. To ensure secure and efficient payment processes, we've partnered with Stripe, a dedicated payments processor.

Stripe holds PCI Service Provider Level 1 certification, the highest standard in the payments industry, and undergoes rigorous audits by PCI-certified professionals. This certification guarantees that users can confidently trust Stripe with their sensitive data, as the company consistently adapts its security practices to meet the stringent standards of the global financial industry.

The initial and crucial step for you to receive payments on Turno involves setting up a Stripe account.

In case you require assistance with that, refer to the following article. ☑️


🏦 How does the payment processing work?

When auto payments are enabled, and you mark a project as completed, or if the host initiates a manual payment to you, the processing of the payment begins immediately, provided that you already have a Stripe account set up.

Nevertheless, it may take some time before you actually receive the payment, as Stripe's processing times differ depending on the host's chosen payment method.

Regardless of the scenario, you can be confident that after marking a project as completed or the host initiating a payment to you through Turno, no additional steps are required on your part.

The payment will undergo processing and automatically be deposited once the payment processing is finished. Where you receive it is based on the payment information you supplied when establishing your Stripe payments account.


Differences in payment processing for Marketplace and Non-Marketplace connections 🪙

If you operate as a Marketplace cleaner, establishing connections with customers through our Marketplace and having your bids accepted, it is imperative to understand that the use of auto payments for these Marketplace connections is obligatory within our system.

Now, if your role falls under that of a Non-Marketplace cleaner, meaning that you're collaborating with a customer connected to you through an invitation, payment processing is not mandatory and is instead opt-in. The host will have the ability to enable automatic payments on their end, but before they can do so, it is important that you take the necessary steps and set up a payment account first.

Should you need clarification, don't hesitate to ask your customer directly or get in touch with our Customer Support team via live chat or email at cs@turno.com. We'll be happy to verify it on your behalf.

Being set up for auto payments is vital for initiating the process of receiving payments through the platform.

If you're not set up for auto-pay yet, share the guide below with your customer. ☑️


Timelines for processing across different payment methods 🪙

It's important to note that there are two distinct processing times for payments. These times vary depending on the payment method your customer is using to make the payment.

  • 💵ACH payments typically entail a waiting period of 5 business days to receive acknowledgment of success or failure. Consequently, these payments may take up to 7 business days to reflect in your Stripe balance. Throughout this processing period, they will initially be labeled with a 'processing' status in your payment history, transitioning to 'succeeded' before the transaction is ultimately completed.

  • 💳 Card payments typically process faster, whether your customer uses a credit or debit card. Normally, you can expect your payment to arrive in your account within 2-5 business days. Nonetheless, for the very first payment, expect a slightly longer processing time due to the initial account verification process.

Though faster processing can occur, as long as your payment is within the expected timeframe mentioned above, there's nothing to worry about.

Bear in mind that the definition of a business day encompasses Monday through Friday, from 9 a.m. to 5 p.m. local time, excluding weekends and public holidays. 📑


🏦 Where can I track my payouts?

Cleaners on Turno can check their payout estimates by monitoring the scheduled tab on our website, or the schedule tab on our cleaner app (android/iOS), both located under their respective Payments sections. On the other hand, for those who prefer a more direct and detailed approach, a third option is to go directly through Stripe.

While all three options enable you to track your estimates, it's important to note that only Stripe provides real-time updates. ✅

The instructions for how to reach your payment schedule pages across platforms will be listed below.


Tracking on the Turno Cleaner App 💰

In our cleaner app, click on the three dots "More" section found at the bottom right of the screen, and select Payments.

There, you will find a tab under the name Schedule, where you'll be able to follow your estimates.


Tracking on the Turno Website 💰

On our website, click on the hamburger icon on the top left of your screen and navigate to Payments > Payments on the respective menu.

Then, on the page that will open, the Scheduled tab will be displayed, where you'll able to check the expected arrival date for your payouts.


Tracking on Stripe 💰

You can also log in to your Stripe account directly by accessing their website and using the credentials you provided during the account creation process, your email, and your personal password. (Keep in mind that your Stripe credentials may be different from your Turno credentials.)

After accessing the platform, you can check any payout due date by navigating to the Balances tab.

Be attentive to your Stripe account status; additional document requests may be made to verify your information and safeguard access to your payouts. If you encounter challenges updating your Stripe account details, don't hesitate to seek direct assistance from Stripe at Stripe Support. ⚠️


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