Payments and payouts, in plain English
Money questions deserve straight answers, so here they are. The short version: guests pay through Stripe, the money goes straight into your own Stripe account, and ExtraWelcome takes its commission automatically on each order - nothing to invoice, nothing to reconcile by hand, and no waiting on us to pay you. Everything below unpacks that, one honest question at a time.
Where does the money go?
Straight to your own Stripe account, not ours. When a guest pays, the charge happens directly on your Stripe account - we are never in the middle of your money, and we never hold funds on your behalf.
When do I get paid?
On your own Stripe payout schedule. Because the charge happens directly on your account, the money is yours from the moment it settles. Stripe then pays your bank on the schedule shown in your Stripe dashboard; for most UK accounts that is a rolling payout a couple of business days after each charge. We never hold your money and we never batch payouts.
What does ExtraWelcome cost?
A commission on each order, collected automatically when the guest pays - currently 12% of each order, or 10% for life if you are a Founding Host. There are no monthly fees on the standard plan and no guest-side fees: your guests always pay exactly the price you set, and you keep the rest after Stripe's standard card processing fee.
Who pays the card processing fee?
You do, as the merchant of record on the charge - the same as with any other card payment you take. Stripe's processing fee is deducted before the rest settles to your bank, and it shows in your Stripe dashboard alongside every other charge.
What do my guests pay?
Exactly the price you set for each extra. There is no guest-side fee added on top, ever - the price on your store is the price your guest pays.
How do approval extras work?
Some extras need a yes from you first - an early check-in only works if the calendar allows it. For those, the guest's card is authorised but not charged. Approve the request and the payment completes; decline it, or let the window lapse, and the hold is simply released - the guest is never charged, and there is nothing to refund. We tell the guest exactly that on their confirmation page, so nobody is left guessing.
How do refunds work, including partial?
If something needs putting right after a guest has been charged, you can refund from your Stripe dashboard - a full refund or a partial one, whichever fits. Because the charge happened directly on your account, the refund does too; it works the same way a refund on any other Stripe charge does.
Can a guest cancel?
If an order has not been charged yet - an approval extra still waiting on you, for example - declining it (or letting the window lapse) means nothing is ever charged. Once an extra has been charged, cancelling it works the same way as any other refund: get in touch, or refund it directly from your Stripe dashboard.
What about VAT and tax?
Your sales, your records - we do not give tax advice. Keep in mind that orders through ExtraWelcome are your sales for VAT and income tax purposes, same as any other income from your property, and your Stripe dashboard is your source of transaction records.
What is a dispute?
A dispute (sometimes called a chargeback) is when a guest asks their card issuer to reverse a charge instead of contacting you first. Because you are the merchant of record, a dispute lands in your own Stripe dashboard, not ours. See disputes and chargebacks for what to expect and how to respond.