Question 1

How do I book an appointment?

Accepted Answer

Search for a service or business, pick the services you want, choose a professional and a time, then confirm. You'll get an email confirmation with your booking reference immediately.

Question 2

Can I book more than one service at once?

Accepted Answer

Yes. Add every service you want to your booking and Zolaya schedules them back-to-back with the same professional where possible, so your times never overlap.

Question 3

How do I reschedule or cancel?

Accepted Answer

Open My bookings, choose the appointment and tap Reschedule or Cancel. Rescheduling frees your old slot instantly and emails both you and the professional with the new time.

Question 4

Do I need an account to book?

Accepted Answer

Yes — a quick 6-digit email code is all it takes. Your bookings, receipts and saved businesses stay in one place.

Question 5

What happens if I'm running late?

Accepted Answer

Message the venue straight from My bookings using the WhatsApp or Call buttons. Late arrivals may shorten your service if the professional has another client after you.

Question 6

What payment methods do you accept?

Accepted Answer

Visa and Mastercard through our secure Caribbean gateway, with full 3-D Secure verification. Many businesses also let you pay part now and settle the balance at the venue.

Question 7

What currency am I charged in?

Accepted Answer

Prices display in the currency you pick, but every card payment settles in Barbados dollars (BBD). Your bank converts to your home currency at their rate.

Question 8

What are the card processing fees?

Accepted Answer

Businesses pay 4.9% + BBD $0.50 per card transaction. Customers are never charged an extra Zolaya fee on top of the service price.

Question 9

My card was declined — what now?

Accepted Answer

Most declines come from the bank, not Zolaya. Check the card details and available balance, make sure online/international purchases are enabled, then try again or use another card.

Question 10

How do I pay a remaining balance?

Accepted Answer

Open My bookings and tap Pay balance on the appointment, or pay in person at the venue. Paying online means you can walk out hands-free.

Question 11

How do refunds work?

Accepted Answer

Cancellation and deposit rules are set by each business and shown before you pay. Approved refunds go back to your original card in 5–10 business days.

Question 12

Are deposits refundable?

Accepted Answer

That depends on the business's booking protection settings. If you cancel inside their cancellation window the deposit may be kept to cover the reserved time.

Question 13

The business cancelled on me. What happens?

Accepted Answer

Anything you paid is refunded in full automatically and you'll get an email confirming it. Reach out to support if you don't see the refund within 10 business days.

Question 14

What does Zolaya cost my business?

Accepted Answer

The core software is free — unlimited team members, calendar, clients, POS and reminders. Card processing is 4.9% + BBD $0.50. New clients that Zolaya's marketplace sends you carry a 10% commission capped at BBD $25, waived on Zolaya Pro (BBD $19/month).

Question 15

How do I get set up?

Accepted Answer

Sign up as a professional, run the guided setup to create your storefront, add services, staff and opening hours, then publish. Most businesses go live in under 20 minutes.

Question 16

When do I get paid out?

Accepted Answer

Card takings land in your Zolaya balance once settled. Request a payout from Earnings & payouts and funds are sent to your bank account, typically within 1–3 business days.

Question 17

Can my whole team have logins?

Accepted Answer

Yes, and it's free. Owners, managers and staff each get role-based access, so staff see only their own calendar and clients while owners see the full business.

Question 18

Can I move my clients and bookings over from another platform?

Accepted Answer

Yes. Send us an export from your current system and our team imports your clients, services and upcoming appointments for you at no charge.

Question 19

How do I sign in?

Accepted Answer

Enter your email and we send a 6-digit code. No password to remember, and the code expires after a few minutes for security.

Question 20

I'm not receiving my sign-in code.

Accepted Answer

Check your spam folder and confirm the email address is spelled correctly, then request a new code. Codes usually arrive in under a minute.

Question 21

How do I delete my account?

Accepted Answer

Submit a ticket from this page and we'll permanently delete your account and personal data, keeping only the financial records the law requires us to hold.

Question 22

Is my card data safe?

Accepted Answer

Card details are entered directly into our PCI-compliant gateway and are never stored on Zolaya's servers. Every payment is verified with 3-D Secure.

Question 23

How do I report a business or a suspicious booking?

Accepted Answer

Use the Report fraud category when you submit a ticket. Our team reviews every report within 24 hours and can suspend a storefront immediately when needed.

How can we help?

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