Common questions
Everything you might ask.
If you don't see your question, email hello@goldenhourhq.com.
How fast can I be live?
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Most artists have a working booking link 5–10 minutes after sign-up: business name → first service → connect Stripe. SMS and email work in dev mode immediately and switch to live the moment your Stripe account is approved and Twilio brand registration completes.
Do I need to set up Twilio or Resend myself?
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No. SMS and email run on goldenhour's shared infrastructure — like Square does for restaurants. You don't manage API keys, sender numbers, or domains.
Who owns my client list?
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You do. Every account can export clients and appointment history to CSV anytime from the dashboard. We don't sit between you and your customers.
How are deposits handled?
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Deposits go through Stripe Connect Standard — meaning the money lands in your Stripe account directly, not ours. We don't take a cut of bookings; only the Stripe processing fee applies (2.9% + 30¢).
What happens when a customer cancels?
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If they cancel before your cancellation window (default 24h), the deposit is auto-refunded. Inside the window, the deposit is forfeited per your policy. The customer sees the policy text on their booking management page.
Can I take a card in person?
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Yes — pair a Stripe Terminal reader (BBPOS or Stripe Reader S700) and charge the appointment balance with one tap. The customer never types in a card.
Does it work for studio appointments?
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Yes. Every account picks a mode: mobile, studio, or hybrid. Mobile mode shows the address-and-travel-fee step at booking; studio mode skips it; hybrid lets the customer choose per appointment.
What about multiple artists?
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The Scaled tier handles multi-artist accounts with role-based permissions (owner, admin, provider, front-desk). Available now via custom onboarding — reach out at hello@goldenhourhq.com.
Can customers reschedule themselves?
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Yes — every confirmation has a manage link the customer can use to reschedule or cancel without contacting you. Rescheduling respects your business hours and existing bookings.
Do you handle aftercare reminders?
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Yes. 24 hours after a completed appointment, the customer gets a post-care SMS with rinse and moisturizing tips, plus a one-tap path to rebook.