M-Pesa deposits are collected during the online booking flow using STK Push. The client enters their phone number, receives a payment prompt, and confirms the deposit. The booking is only confirmed once payment clears. At checkout, the deposit is credited to the client's bill and only the remaining balance is collected.
Why deposits matter for service businesses
An appointment slot has a real cost. When a stylist, therapist, or doctor blocks out an hour of their day for a client who does not show up, that time cannot be recovered. Unlike a product that can be reshelved, an unfilled appointment slot is simply lost revenue. A deposit does not prevent all no-shows, but it changes the economics for the client: now there is a real reason to attend or to cancel in advance.
Beyond no-shows, deposits also filter out low-commitment bookings. A client who books out of vague interest but has no intention of following through will not pay a deposit. This self-selection means your calendar reflects genuine demand, which helps you plan staffing and stock accurately.
How M-Pesa STK Push works at booking time
STK Push, which stands for SIM Toolkit Push, is the mechanism that sends a payment request directly to a client's phone. The client does not need to open the M-Pesa app or navigate any menus. A popup appears on their phone screen showing the business name, the amount, and a prompt to enter their M-Pesa PIN. They enter the PIN and the payment is processed.
In the WebpinnPOS booking flow, this happens as the final step before confirmation. Once the client selects their service, date, and time, they enter their phone number and the STK Push is triggered. If they complete the payment, the appointment is confirmed. If they abandon the payment prompt, the slot remains available for another booking.
Setting up deposit amounts
Fixed deposit
A fixed deposit is a set amount regardless of the service price: for example, KES 500 for any appointment. This is simple for clients to understand and easy for reception to apply at checkout. It works well when your services are similar in price. Set the fixed amount at a level that creates genuine commitment: too low and it has little effect; too high and it may discourage new clients from booking.
Percentage deposit
A percentage deposit scales with the service price: for example, 25 percent of the total service fee. This approach is more equitable: a higher-value treatment requires a higher deposit, which reflects the proportionally higher cost of a no-show for that service. You can configure WebpinnPOS to calculate and collect the correct percentage automatically based on the service booked.
What happens to the deposit at checkout
When the client arrives and their appointment is completed, you open the appointment record in WebpinnPOS. The deposit paid at booking appears as a credit against the total. If the service cost is KES 3,000 and the client paid a KES 750 deposit, the system shows KES 2,250 remaining. You collect the balance via whichever payment method the client prefers: cash, M-Pesa, or card. No manual calculation is needed.
Handling advance cancellations and deposit returns
When a client cancels well in advance, returning their deposit is good practice and maintains goodwill. The specific threshold, 24 hours, 48 hours, should be stated in your cancellation policy, which clients see before they pay. If you decide to return a deposit, you can do so via M-Pesa Send Money from your business M-Pesa account. WebpinnPOS records the cancellation in the appointment history.
For no-shows or very late cancellations, retaining the deposit is reasonable and aligned with the policy the client agreed to at booking. It partially offsets the cost of the unused slot. Handle these cases calmly and consistently: arbitrary exceptions undermine the policy's effect over time.
State your deposit and cancellation policy in plain language on your booking page. Clients who read it before paying are far less likely to dispute a retained deposit later. Transparency at the start prevents awkward conversations at the end.
Frequently asked questions
Start collecting M-Pesa deposits at booking
Protect your schedule and reduce no-shows with automated M-Pesa deposits built into every appointment.
Start Free Trial